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Summary

  • Satisfaction with complaints handling is much more ambivalent than other services provided by their landlord
  • Just over half of tenants who have made a complaint in the last year are satisfied with their landlord’s approach to complaint handling (53%), whilst 37% are dissatisfied
  • Dissatisfaction is much higher from those aged 25-34, 55-64 and those from non-white ethnic groups (42%-73%)
  • Dissatisfaction with their landlord’s approach to complaints handling is lowest among those living in Wecock Farm and Landport
  • Those living in flats or maisonettes express a higher level of dissatisfaction with complaints handling than those living in houses

Caution should be taken interpreting some of these results due to small bases

How satisfied or dissatisfied are you with your landlord’s approach to complaints handling?

Total sample

Base: Weighted sample - those who have made a complaint in the last 12 months (187)

This chart shows to what extent tenants are satisfied or dissatisfied with their landlord’s approach to complaints handling:
24% are very satisfied, 29% are fairly satisfied, 10% are neither satisfied nor dissatisfied, 24% are fairly dissatisfied, and 13% are very dissatisfied.

By age

Base: from top to bottom - 47 | 24* | 32 | 48 | 36 | *Caution small base

This chart shows to what extent tenants are satisfied or dissatisfied with their landlord’s approach to complaints handling by age:
Of those aged 25-34 years, 29% are very satisfied, 23% are fairly satisfied, 5% are neither satisfied nor dissatisfied, 31% are fairly dissatisfied, and 11% are very dissatisfied.
Of those aged 35-44 years, 37% are very satisfied, 31% are fairly satisfied, 11% are neither satisfied nor dissatisfied, 20% are fairly dissatisfied, and 2% are very dissatisfied.
Of those aged 45-54 years, 33% are very satisfied, 14% are fairly satisfied, 15% are neither satisfied nor dissatisfied, 19% are fairly dissatisfied, and 19% are very dissatisfied.
Of those aged 55-64 years, 11% are very satisfied, 36% are fairly satisfied, 5% are neither satisfied nor dissatisfied, 30% are fairly dissatisfied, and 19% are very dissatisfied.
Of those aged Over 64 years, 18% are very satisfied, 40% are fairly satisfied, 18% are neither satisfied nor dissatisfied, 15% are fairly dissatisfied, and 8% are very dissatisfied.

By disability

Base: Disability (117) | No disability (65)

This chart shows to what extent tenants are satisfied or dissatisfied with their landlord’s approach to complaints handling by disability:
Of those with a disability, 16% are very satisfied, 34% are fairly satisfied, 13% are neither satisfied nor dissatisfied, 24% are fairly dissatisfied, and 13% are very dissatisfied.
Of those without a disability, 39% are very satisfied, 20% are fairly satisfied, 6% are neither satisfied nor dissatisfied, 26% are fairly dissatisfied, and 9% are very dissatisfied.

By ethnicity

Base: White ethnic groups (156) | Non-white ethnic groups (31)

This chart shows to what extent tenants are satisfied or dissatisfied with their landlord’s approach to complaints handling by ethnicity:
Of those from white ethnic groups, 25% are very satisfied, 34% are fairly satisfied, 12% are neither satisfied nor dissatisfied, 18% are fairly dissatisfied, and 12% are very dissatisfied.
Of those from non-white ethnic groups, 20% are very satisfied, 6% are fairly satisfied, 1% are neither satisfied nor dissatisfied, 55% are fairly dissatisfied, and 18% are very dissatisfied.

By area

Base: from top to bottom - 7* | 39 | 29* | 33 | 26* | 7* | 46 | *Caution small base

This chart shows to what extent tenants are satisfied or dissatisfied with their landlord’s approach to complaints handling by area:
Of those living in Portsea, 45% are very satisfied, less than 1% are fairly satisfied, less than 1% are neither satisfied nor dissatisfied, and 54% are fairly dissatisfied.
Of those living in Buckland, 40% are very satisfied, 6% are fairly satisfied, 6% are neither satisfied nor dissatisfied, 31% are fairly dissatisfied, and 16% are very dissatisfied.
Of those living in Leigh Park, 31% are very satisfied, 25% are fairly satisfied, 5% are neither satisfied nor dissatisfied, 32% are fairly dissatisfied, and 9% are very dissatisfied.
Of those living in Somerstown, 28% are very satisfied, 15% are fairly satisfied, 12% are neither satisfied nor dissatisfied, 25% are fairly dissatisfied, and 21% are very dissatisfied.
Of those living in Paulsgrove, 26% are very satisfied, 10% are fairly satisfied, 21% are neither satisfied nor dissatisfied, 12% are fairly dissatisfied, and 31% are very dissatisfied.
Of those living in Wecock Farm, 14% are very satisfied, 16% are fairly satisfied, 71% are neither satisfied nor dissatisfied.
Of those living in Landport, 1% are very satisfied, 79% are fairly satisfied, less than 1% are neither satisfied nor dissatisfied, 19% are fairly dissatisfied, and less than 1% are very dissatisfied.

By stock type

Base: from top to bottom - 8* | 179 | *Caution small base

This chart shows to what extent tenants are satisfied or dissatisfied with their landlord’s approach to complaints handling by stock type:
Of those living in Housing for older people/ sheltered housing, 26% are very satisfied, 13% are fairly satisfied, 20% are neither satisfied nor dissatisfied, 19% are fairly dissatisfied, and 23% are very dissatisfied.
Of those living in General needs, 24% are very satisfied, 30% are fairly satisfied, 10% are neither satisfied nor dissatisfied, 25% are fairly dissatisfied, and 12% are very dissatisfied.

By property type

Base: from top to bottom - 25* | 33 | 124 | 6* | *Caution small base

This chart shows to what extent tenants are satisfied or dissatisfied with their landlord’s approach to complaints handling by property type:
Of those living in a House, 34% are very satisfied, 21% are fairly satisfied, 29% are neither satisfied nor dissatisfied, 16% are fairly dissatisfied, and less than 1% are very dissatisfied.
Of those living in a Flat/ maisonette in low-rise building, 23% are very satisfied, 17% are fairly satisfied, 15% are neither satisfied nor dissatisfied, 26% are fairly dissatisfied, and 18% are very dissatisfied.,
Of those living in a Flat in high-rise building, 23% are very satisfied, 35% are fairly satisfied, 5% are neither satisfied nor dissatisfied, 27% are fairly dissatisfied, and 11% are very dissatisfied.
Of those living in a Bungalow, 20% are very satisfied and 80% are very dissatisfied.