Explainer: what is driving the increase in tenant complaints?
Repairs is the area that residents make the most complaints about. A recent survey by Inside Housing, supported by Aico, indicated that communication is a key factor. Watch the explainer video to find out what the sector can do to address this
In 2021-22, complaints rose by 104%, with 2,185 complaints investigated by the ombudsman. What is the sector doing to change this? Watch the video to find out more #UKhousing #SaferHomes4All @Aico_Limited (sponsored)The highest area of service to receive complaints to the Housing Ombudsman is repairs (66%). How can social landlords address this? Watch the video to find out more #UKhousing #SaferHomes4All @Aico_Limited (sponsored)A recent @insidehousing survey with @Aico_Limited found that communication was the most common reason for repairs complaints. Watch our video to find out what the sector can do to change this #UKhousing #SaferHomes4All @Aico_Limited (sponsored)In association with:
The introduction of the Housing Ombudsman’s complaint-handling code in January 2021 has had a significant impact on the sector. The channel for residents to raise a complaint about their landlord’s property and services has provided substantial insight into landlord performance and resident satisfaction.
Throughout 2021-22, enquiries and complaints rose by 104%, and there was an increase of 88% for formal investigations on the previous year, when 2,185 complaints were investigated by the ombudsman.
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Perhaps unsurprisingly, repairs is consistently the highest area of service that receives complaints, with the most common complaint (66%) being that the repair was not handled well the first time and poor communication.
So how might social landlords address these difficulties? Inside Housing ran a survey earlier this year as part of its Resident Safety Campaign, supported by Aico, to understand how the sector is monitoring these issues and working on improving standards.
Watch the video above to find out more.
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