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TP09: Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling.
CH01(1): The number of stage one complaints we received per 1,000 homes.
CH01(2): The number of stage two complaints we received per 1,000 homes.
CH02(1): Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
CH02(2): Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
"Anytime we have had any issues, moat have sorted it. Nothing seems to be a trouble they be happy to solve complaints."
- Feedback from customer survey
"I've had a number of complaints in the last year and only one of them has been resolved."
"The only way I get anything done in my house is to make a formal complaint, and even that doesn't necessarily work."
"I've made a complaint over a year ago and nothing has been done about it. They're not taking it seriously."
"If ever I have put a complaint through I haven't had to wait long."
