Satisfaction and dissatisfaction with complaints handling

• Tenants who are satisfied with complaints handling find their landlord is quick at responding to complaints raised (59%) and approachable if they have a complaint (53%). 47% also appreciate that they resolve the issues
• Those who are not satisfied, however, largely feel this way as their issue has not been resolved (69%), as well as not feeling listened to (48%). Around a quarter do not feel the response to complaints raised is quick or that different staff respond differently to complaints

This chart shows the reasons why tenants say they are satisfied with their landlord’s approach to complaints handling:
59% They are good / quick at responding to complaints raised
53% They feel approachable if I have a complaint
47% They solve the issues
5% Other

This chart shows the reasons why tenants say they are not satisfied with their landlord’s approach to complaints handling:
69% They do not solve / have not solved the issues
48% I do not feel listened to
27% They are not quick at responding to complaints raised
24% Different staff respond differently to complaints
20% I have been redirected to someone else e.g. the police
19% I do not feel they are approachable if I have a complaint
11% Other