Complaints handling

• Satisfaction with complaints handling is much more ambivalent than other services provided by their landlord
• 46% of tenants who have made a complaint in the last year are satisfied with their landlord’s approach to complaint handling whilst a third are dissatisfied
• Rates of satisfaction are lower amongst those aged 35-64, but vary minimally between those with or without a disability and different ethnic groups
• Satisfaction with their landlord’s approach to complaints handling varies by area. Satisfaction is highest in Landport (69%) and Buckland (52%), whilst dissatisfaction is highest in Wecock Farm* (46%)
• Tenants living in bungalows* express the highest level of dissatisfaction (54%), whilst satisfaction is slightly higher for those living in houses, as well as those in temporary social housing

*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 satisfaction with complaints handling:
24% are very satisfied, 22% are fairly satisfied, 21% are neither satisfied nor dissatisfied, 17% are fairly dissatisfied, and 16% are very dissatisfied.

This chart shows satisfaction with complaints handling by age:
Of those aged 18-24 years, 16% are very satisfied, 38% are fairly satisfied, 20% are fairly dissatisfied, and 26% are very dissatisfied.
Of those aged 25-34 years, 15% are very satisfied, 36% are fairly satisfied, 21% are neither satisfied nor dissatisfied, 15% are fairly dissatisfied, and 14% are very dissatisfied.
Of those aged 35-44 years, 20% are very satisfied, 16% are fairly satisfied, 28% are neither satisfied nor dissatisfied, 20% are fairly dissatisfied, and 15% are very dissatisfied.
Of those aged 45-54 years, 22% are very satisfied, 23% are fairly satisfied, 28% are neither satisfied nor dissatisfied, 11% are fairly dissatisfied, and 16% are very dissatisfied.
Of those aged 55-64 years, 23% are very satisfied, 20% are fairly satisfied, 21% are neither satisfied nor dissatisfied, 15% are fairly dissatisfied, and 21% are very dissatisfied.
Of those aged 65 and over, 32% are very satisfied, 19% are fairly satisfied, 13% are neither satisfied nor dissatisfied, 23% are fairly dissatisfied, and 13% are very dissatisfied.

This chart shows satisfaction with complaints handling by disability:
Of those with a disability, 24% are very satisfied, 21% are fairly satisfied, 21% are neither satisfied nor dissatisfied, 15% are fairly dissatisfied, and 19% are very dissatisfied.
Of those without a disability, 24% are very satisfied, 25% are fairly satisfied, 20% are neither satisfied nor dissatisfied, 21% are fairly dissatisfied, and 11% are very dissatisfied.

This chart shows satisfaction with complaints handling by ethnicity:
Of those from white ethnic groups, 24% are very satisfied, 22% are fairly satisfied, 21% are neither satisfied nor dissatisfied, 17% are fairly dissatisfied, and 16% are very dissatisfied.
Of those from non-white ethnic groups, 21% are very satisfied, 27% are fairly satisfied, 24% are neither satisfied nor dissatisfied, 19% are fairly dissatisfied, and 10% are very dissatisfied.

This chart shows satisfaction with complaints handling by area:
Of those living in Landport, 34% are very satisfied, 25% are fairly satisfied, 11% are neither satisfied nor dissatisfied, 19% are fairly dissatisfied, and % are very dissatisfied.
Of those living in Buckland, 26% are very satisfied, 26% are fairly satisfied, 25% are neither satisfied nor dissatisfied, 14% are fairly dissatisfied, and % are very dissatisfied.
Of those living in Paulsgrove, 33% are very satisfied, 15% are fairly satisfied, 15% are neither satisfied nor dissatisfied, 24% are fairly dissatisfied, and % are very dissatisfied.
Of those living in Somerstown, 18% are very satisfied, 27% are fairly satisfied, 17% are neither satisfied nor dissatisfied, 15% are fairly dissatisfied, and % are very dissatisfied.
Of those living in Wecock Farm, 10% are very satisfied, 32% are fairly satisfied, 12% are neither satisfied nor dissatisfied, 31% are fairly dissatisfied, and % are very dissatisfied.
Of those living in Leigh Park, 21% are very satisfied, 14% are fairly satisfied, 32% are neither satisfied nor dissatisfied, 12% are fairly dissatisfied, and % are very dissatisfied.
Of those living in Portsea, 13% are very satisfied, 19% are fairly satisfied, 39% are neither satisfied nor dissatisfied, 28% are fairly dissatisfied, and % are very dissatisfied.

This chart shows satisfaction with complaints handling by stock type:
Of those living in temporary social housing, 14% are very satisfied, 39% are fairly satisfied, 31% are neither satisfied nor dissatisfied, and 16% are fairly dissatisfied.
Of those living in General needs, 23% are very satisfied, 23% are fairly satisfied, 20% are neither satisfied nor dissatisfied, 18% are fairly dissatisfied, and 16% are very dissatisfied.
Of those living in supported/ sheltered housing, 28% are very satisfied, 13% are fairly satisfied, 29% are neither satisfied nor dissatisfied, 13% are fairly dissatisfied, and 16% are very dissatisfied.

This chart shows satisfaction with complaints handling by property type:
Of those living in a House, 36% are very satisfied, 19% are fairly satisfied, 24% are neither satisfied nor dissatisfied, 14% are fairly dissatisfied, and 8% are very dissatisfied.
Of those living in a bungalow, 46% are fairly satisfied, and 54% are very dissatisfied.
Of those living in a Flat/ maisonette in low-rise building, 22% are very satisfied, 22% are fairly satisfied, 19% are neither satisfied nor dissatisfied, 18% are fairly dissatisfied, and 20% are very dissatisfied.
Of those living in a Flat in high-rise building, 20% are very satisfied, 21% are fairly satisfied, 29% are neither satisfied nor dissatisfied, 23% are fairly dissatisfied, and 8% are very dissatisfied.