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Summary

  • Despite feeling largely satisfied with their landlord’s approach to complaints handling, some satisfied tenants feel that their landlord could still be more proactive in how they deal with complaints. Others praise the communication and interactions they have had with their landlord and housing officers on this front, as well as the efficient manner in which their complaint was dealt with
  • Their landlord’s lack of action was the most common complaint among those who are not satisfied with how their landlord handles complaints, either being directed elsewhere or still waiting for a resolution to their issue. Tenants who are not satisfied have also found issues in their interactions regarding complaints with their landlord, feeling that the council is not responsive or does not listen to them, as well as feeling there is an inconsistency with the response between staff

Please explain why you are ‘very’ or ‘fairly’ satisfied with your landlord’s approach to complaints handling.

Base: Those who are ‘very satisfied’ or ‘fairly satisfied’ with their landlord’s approach to complaints handling (99)
wdt_ID Key themes Percentage (%)
1 Could still be more proactive 11
2 Responsive/ good manner 9
3 Complaint acted on efficiently 3
4 Housing officer good 1
11 Other 2
12 N/A / No relevant comment 84

Please explain why you are not ‘satisfied’ with your landlord’s approach to complaints handling.

Base: Those who are ‘neither satisfied nor dissatisfied’, ‘fairly dissatisfied’ or ‘very dissatisfied’ with their landlord’s approach to complaints handling (88)
wdt_ID Key themes Percentage (%)
1 Inaction from complaint/ redirected elsewhere e.g. to the police 20
2 Still waiting to be resolved 9
3 Not responsive 6
4 Not listened to 3
11 Inconsistency with staff 3
12 Other 2
13 N/A / No relevant comment 66