Satisfaction and dissatisfaction with being listened to

• Those who are satisfied generally feel that they are listened to (61%) and that their landlord is responsive or proactive (59%). Around a third also feel cared about or supported by their landlord (32%)
• On the other hand, those who are dissatisfied largely feel this way as they generally do not feel listened to (52%). They also report feeling dissatisfied with the outcome, feeling that their landlord is not efficient at solving issues (41%) or that they are not responsive or proactive (30%). Just over a third feel that their experience depends on the housing officer (35%)

This chart shows the reasons why tenants say they are satisfied that their landlord listens to their views and acts upon them:
61% I feel I am listened to
59% They are responsive / proactive
32% I feel cared about/ supported by my landlord
23% There are lots of opportunities to give feedback
20% They have a strong resident engagement team
2% Other

This chart shows the reasons why tenants say they are not satisfied that their landlord listens to their views and acts upon them:
52% I do not always feel I am listened to
41% They are not efficient at solving issues
35% My experience depends on the housing officer
30% They are not responsive/ proactive
19% It’s not easy to give them my feedback/ there are not many opportunities to raise issues
11% I haven’t contacted them for anything
8% Other