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Summary

  • Tenants who are satisfied that their landlord keeps them informed largely praise communications, such as the quantity and content of printed information, feeling things are explained well, although some feel there are room for improvements, particularly in information available online
  • One-on-one communication is also praised by satisfied tenants, noting where they have a contactable housing officer or where they are informed via an in-person visit or phone call
  • The main complaints from those who are not satisfied that they are kept informed focus on the frequency and content of information provided by their landlord; some find they do not hear from them at all or not very frequently, and others note that the information provided is not entirely comprehensive, sometimes missing details about things like building works
  • Other tenants who are not satisfied feel that there should be more opportunities for them to communicate with their landlord

Please explain why you are ‘very’ or ‘fairly’ satisfied that your landlord keeps you informed about things that matter to you.

Base: Those who are ‘very satisfied’ or ‘fairly satisfied’ that their landlord keeps them informed (684)
wdt_ID Key themes Percentage (%)
1 Good printed/ posted information e.g. updates about planned works, magazines like HouseTalk and Flagship, posters 7
2 Generally good/ kept informed 3
3 Contactable housing officer 2
4 Updated via a person e.g. called or visited in person 0.3
5 Could be improved e.g. more online 0.1
10 Things that are going on are explained well 0.1
11 Other 2
12 N/A / No relevant comment 87

Please explain why you are not ‘satisfied’ that your landlord keeps you informed about things that matter to you.

Base: Those who are ‘neither satisfied nor dissatisfied’, ‘fairly dissatisfied’ or ‘very dissatisfied’ that their landlord keeps them informed (170)
wdt_ID Key themes Percentage (%)
1 Do not hear from them 14
2 Need more opportunities to voice issues and be heard 4
3 Inconsistent/ infrequent contact 4
4 Not told about building works 2
5 Information not comprehensive enough 2
10 Other 2
11 N/A / No relevant comment 75