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Annual Resident Panel survey 2021-2022

The results of our annual survey of Resident Panel members are set out below.

Q1. How do you rate your landlord’s complaints process against each of the following areas?

Chart to show how residents rate their landlord's complaints process against signposting, ease of access, responsiveness and ease of use.

Q2. Does your landlord promote its complaints process to all residents?

Pie chart shows 44% said yes, 56% said no.

Q3. How does your landlord promote its complaints process to all residents?

The graph shows that the majority of landlord's promote their complaints process via the website, then all correspondence, newsletter, other, leaflets and finally posters.

Q4. Does your landlord signpost residents to the Housing Ombudsman Service?

Pie chart to show 58% said yes and 42% said no.

Q5. When does your landlord inform residents about the Housing Ombudsman Service?

The chart shows that most landlords inform residents about the Housing Ombudsman Service at the start of the complaints process (stage one).

Q6. Have you been involved in your landlord’s self-assessment process?

Pie chart to show that 78% said no, 22% said yes.

Q7. Does your landlord share its learning from complaints with residents?

Pie chart shows that 64% said no and 36% said yes.

Q8. How does your landlord share the learning?

A graphs shows that most landlords share learning via the annual tenant report, then voa the website, annual report and accounts, newslteer and finally other.

Q9. Overall, do you think complaints are more or less likely to make a difference compared to what you thought last year?

The chart shows that most residents think there will be no change, then more likely to make a difference and finally less likely to make a difference.