Cases handled
The number of new tenant enquiries we received, the number progressed to a panel solicitor, the number resolved without a referral, and the headline reasons enquiries did not progress.
HomeTransparency
Our transparency commitments
What we commit to publishing each year, so tenants and the wider sector can see how we are doing. We hold ourselves to the same openness we expect of social landlords.
Our commitments, in short
- An annual report each calendar year, covering the year just gone.
- Anonymised outcome ranges, not single cherry-picked figures.
- Complaint volume, root cause, and how we responded.
- Phone response time, written response time, complaint resolution time.
- Editorial corrections log on this site.
What we publish each year
Anonymised outcome ranges
For cases that settled, the range of compensation paid (low, median, high), broken down by issue type. We publish ranges rather than individual figures to protect client privacy.
Complaints
Number of complaints received, root-cause categorisation, average time to first response, average time to resolution, and what we changed in response. Aligned with the FCA Complaints Handling Rules (DISP).
Response times
Average phone wait time, callback time, written response time. Quarterly averages, not best-case days.
Editorial corrections
A list of corrections made to public guides during the year: what was wrong, what we changed, on what date. Built on the process described on our editorial standards page.
What we do not publish
- Names of individual clients, landlords sued, or properties involved (without explicit written consent).
- Specific compensation figures awarded to identifiable tenants.
- Sensitive information about client circumstances.
- Internal panel-solicitor performance against each other (commercial confidentiality).
Our regulatory standing
- Financial Conduct Authority, FRN 1020217. View register entry
- Information Commissioner's Office, ZB796409. View register entry
- Companies House, Cyntex Group Ltd company number 15248911. View register entry
How to ask for data
If you are a journalist, academic, regulator, charity, council or other body who needs data we have not published, email help@supportfortenants.co.uk. We aim to respond within 5 working days. We will say honestly what we can and cannot share.
Tenants can also ask us for the data we hold on them under the Data Protection Act 2018 (a Subject Access Request).
By: Support for Tenants editorial team
Last updated:
Reviewed against current housing law for England and Wales as at 15 June 2026. Checked by our SRA-regulated panel solicitors. This is general information, not legal advice for your specific case. Any compensation figures or ranges shown are illustrative only and not guaranteed; every case is different.
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