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Summary

  • Tenants who are satisfied that their landlord listens to their views and acts upon them generally express praise for their landlord’s approach to communication and engagement, noting that they are responsive, proactive, provide opportunities for tenants to raise their voice, and make tenants feel heard. Although, some satisfied tenants still feel that their landlord could improve in this area, or raise specific issues
  • Tenants who are not satisfied, however, find issues with their landlord’s approach to engagement, feeling that their landlord is not responsive/proactive and can be dismissive, as well as criticising the lack of opportunity for feedback within the system. Some tenants are not wholly satisfied that their landlord behaves this way as they feel it can be inconsistent between different staff or as they may listen, but not do solve issues raised efficiently

Please explain why you are ‘very’ or ‘fairly’ satisfied that your landlord listens to your views and acts upon them.

Base: Those who are ‘very satisfied’ or ‘fairly satisfied’ that their landlord listens to their views and acts upon them (663)
wdt_ID Key themes Percentage (%)
1 Responsive/ proactive 8
2 General praise e.g. for housing officers specifically 6
3 Feel listened to/ there are opportunities to raise issues e.g. meetings 5
4 Could be improved/ specific issues 4
5 Feel cared about/ supported 3
10 Other 1
11 N/A / No relevant comment 81

Please explain why you are not ‘satisfied’ that your landlord listens to your views and acts upon them.

Base: Those who are ‘neither satisfied nor dissatisfied’, ‘fairly dissatisfied’ or ‘very dissatisfied’ that their landlord listens to their views and acts upon them (219)
wdt_ID Key themes Percentage (%)
1 Not responsive/ proactive 7
2 Not always listened to/ sometimes dismissed 6
3 Not consistent e.g. can depend on the housing officer 6
4 Do not solve issues efficiently 4
5 System could be more personal and open to feedback 3
10 Haven’t contacted them 0.4
11 Other 5
12 N/A / No relevant comment 76