Satisfaction and dissatisfaction with complaints handling

Satisfied

• Tenants who are satisfied with complaints handling find their landlord is approachable if they have a complaint (53%), that they are quick at responding to complaints raised (34%), and that they resolve the issues (31%)

Not satisfied

• Those who are not satisfied, however, largely feel this way as their issue has not been resolved (59%), as well as not feeling listened to (46%). Just over a third do not feel the response to complaints raised is quick (34%)

This chart shows the reasons why tenants say they are satisfied with their landlord’s approach to complaints handling:
53% They feel approachable if I have a complaint
34% They are good / quick at responding to complaints raised
31% They solve the issues
2% Other
10% N/A/ no comment

This chart shows the reasons why tenants say they are not satisfied with their landlord’s approach to complaints handling:
59% They do not solve / have not solved the issues
46% I do not feel listened to
34% They are not quick at responding to complaints raised
12% I have been redirected to someone else
9% Different staff respond differently to complaints
9% I do not feel they are approachable if I have a complaint
19% Other
4% N/A/ no comment