Survey feedback
The survey on the complaints handling was open for two months from 31 March 2025. Despite promoting the survey on the Housing website and approaching tenants directly, the response rate was very low.
The outcome of the survey showed that the respondents in general felt they were not informed when the 10-day deadline given to resolve their complaint was exceeded and that they don’t believe that all points raised in their complaints were addressed in the response.
Respondents stated that they did not receive a clear reason for their complaint decision, and they were not explained what steps could be taken following the response. The overall view of this small sample is that most respondents were not satisfied with the way their complaints were handled.
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