FOI request (FOIR-723411311)

Tenant Complaint Data for Financial Year 2024-2025

Requested Mon 16 June 2025
Responded Mon 28 July 2025

Please could you provide the below information for the financial year 1st April 2024 to 31st March 2025 or the most recently completed financial year for which data is available.

We are requesting data on the following:

1. The number of rental properties you maintain.

2. Number and nature of complaints you get from tenant(s)

- A breakdown of these formal tenant complaints by the primary subject category (for example, repairs, anti-social behaviour, staff conduct, communication, estate management, rent/charges, and so on), including the number of complaints received per category.

- Please use your organisation's standard categorisation. Please indicate if the complaint was for a private residential property, council home, or private sector lease.

- Time taken to resolve these tenant(s) complaints - The average time taken (please specify if in working days or calendar days) to reach a formal resolution or closure for all tenant complaints that were closed/resolved during the specified financial year.

- Cost to resolve the tenant(s) complaints - The total identifiable costs associated with [for example, external mediation services used for tenant disputes, or specific repair categories that frequently lead to complaints] for complaints resolved in the specified financial year.

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Response

Please accept my apologies for the delay in responding.

Hastings Borough Council completed a large scale voluntary transfer of its housing stock in 1996 and subsequently only has a relatively small residential portfolio used for temporary accommodation.

We also manage some leased properties and a portfolio of Houses in Multiple Occupation (HMOs) owned by the council's housing company. The majority of this portfolio has been managed for less than 2 years.

1. 188

2. We have not recorded any complaints through the council's formal complaints process.