Complaints handling

• Satisfaction with complaints handling is much more ambivalent than other services provided by their landlord
• 43% of tenants who have made a complaint in the last year are satisfied with their landlord’s approach to complaint handling whist a similar proportion are dissatisfied (42%)
• Demographically, dissatisfaction is higher from those aged 18-24 and 45-64, as well as those with a disability and from white ethnic groups (43%-50%)
• By area and property type, dissatisfaction with their landlord’s approach to complaints handling is highest among those living in Landport and Somerstown, and those living in flats or maisonettes in a low rise building*

*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?

This chart shows to what extent tenants are satisfied or dissatisfied with their landlord’s approach to complaints handling:
19% are very satisfied, 24% are fairly satisfied, 15% are neither satisfied nor dissatisfied, 24% are fairly dissatisfied, and 18% are very dissatisfied.

This chart shows to what extent tenants are satisfied or dissatisfied with their landlord’s approach to complaints handling by age:
Of those aged 18-24 years, 26% are very satisfied, 12% are fairly satisfied, 11% are neither satisfied nor dissatisfied, 42% are fairly dissatisfied, and 8% are very dissatisfied.
Of those aged 25-34 years, 15% are very satisfied, 28% are fairly satisfied, 20% are neither satisfied nor dissatisfied, 14% are fairly dissatisfied, and 22% are very dissatisfied.
Of those aged 35-44 years, 23% are very satisfied, 21% are fairly satisfied, 16% are neither satisfied nor dissatisfied, 21% are fairly dissatisfied, and 18% are very dissatisfied.
Of those aged 45-54 years, 10% are very satisfied, 30% are fairly satisfied, 13% are neither satisfied nor dissatisfied, 24% are fairly dissatisfied, and 22% are very dissatisfied.
Of those aged 55-64 years, 26% are very satisfied, 14% are fairly satisfied, 16% are neither satisfied nor dissatisfied, 26% are fairly dissatisfied, and 18% are very dissatisfied.
Of those aged Over 64 years, 15% are very satisfied, 31% are fairly satisfied, 13% are neither satisfied nor dissatisfied, 30% are fairly dissatisfied, and 10% are very dissatisfied.

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, 15% are very satisfied, 22% are fairly satisfied, 19% are neither satisfied nor dissatisfied, 25% are fairly dissatisfied, and 19% are very dissatisfied.
Of those without a disability, 21% are very satisfied, 26% are fairly satisfied, 13% are neither satisfied nor dissatisfied, 26% are fairly dissatisfied, and 14% are very dissatisfied.

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, 21% are very satisfied, 22% are fairly satisfied, 15% are neither satisfied nor dissatisfied, 24% are fairly dissatisfied, and 19% are very dissatisfied.
Of those from non-white ethnic groups, 6% are very satisfied, 45% are fairly satisfied, 15% are neither satisfied nor dissatisfied, 23% are fairly dissatisfied, and 10% are very dissatisfied.

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 Leigh Park, 26% are very satisfied, 33% are fairly satisfied, 15% are neither satisfied nor dissatisfied, 13% are fairly dissatisfied, and 13% are very dissatisfied.
Of those living in Buckland, 20% are very satisfied, 10% are fairly satisfied, 26% are neither satisfied nor dissatisfied, 21% are fairly dissatisfied, and 23% are very dissatisfied.
Of those living in Paulsgrove, 18% are very satisfied, 24% are fairly satisfied, 10% are neither satisfied nor dissatisfied, 24% are fairly dissatisfied, and 24% are very dissatisfied.
Of those living in Landport, 17% are very satisfied, 12% are fairly satisfied, 8% are neither satisfied nor dissatisfied, 44% are fairly dissatisfied, and 20% are very dissatisfied.
Of those living in Portsea, 16% are very satisfied, less than 39% are fairly satisfied, 24% are neither satisfied nor dissatisfied, 6% are fairly dissatisfied, and 15% are very dissatisfied.
Of those living in Wecock Farm, 10% are very satisfied, 32% are fairly satisfied, 24% are neither satisfied nor dissatisfied, and 34% are fairly dissatisfied.
Of those living in Somerstown, 10% are very satisfied, 19% are fairly satisfied, 13% are neither satisfied nor dissatisfied, 38% are fairly dissatisfied, and 20% are very dissatisfied.

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 General needs, 19% are very satisfied, 24% are fairly satisfied, 14% are neither satisfied nor dissatisfied, 25% are fairly dissatisfied, and 18% are very dissatisfied.
Of those living in supported/ sheltered housing, 18% are very satisfied, 17% are fairly satisfied, 28% are neither satisfied nor dissatisfied, 24% are fairly dissatisfied, and 13% are very dissatisfied.
Of those living in temporary social housing, 100% are neither satisfied nor dissatisfied.

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, 33% are very satisfied, 39% are fairly satisfied, 10% are neither satisfied nor dissatisfied, 7% are fairly dissatisfied, and 12% are very dissatisfied.
Of those living in a Flat in high-rise building, 16% are very satisfied, 32% are fairly satisfied, 19% are neither satisfied nor dissatisfied, 19% are fairly dissatisfied, and 14% are very dissatisfied.
Of those living in a Flat/ maisonette in low-rise building, 15% are very satisfied, 18% are fairly satisfied, 16% are neither satisfied nor dissatisfied, 30% are fairly dissatisfied, and 20% are very dissatisfied.