Survey reveals low tenant satisfaction with social landlords

A major survey has revealed that social tenants, particularly in Northern Ireland and London, are dissatisfied with the services provided by their landlords.

The Housing Partners Big Tenant Survey is the first ever survey of its type, sampling the opinions of social housing tenants from across the UK. Tenants in Northern Ireland and London report much lower satisfaction levels with their social landlords compared to other regions of the UK. 

Across the UK

From the 61,000 responses received, the overall results indicate poor communication between government, social landlords and tenants.

The authors state:

“When it comes to tenant satisfaction, the performance of housing providers across the country varied significantly, but the overriding factors in determining tenant satisfaction were communication and customer service. Only 32% of respondents were satisfied that their Landlord ‘listens to them and acts upon their views’ while just 22% feel that their Landlord ‘cares about them and their family’.”

Across the UK only 25% claim to fully understand the current welfare reforms.

The Northern Ireland Response

For those tenants surveyed in Northern Ireland the corresponding figures are even more depressing. The survey showed that:

• only 26% satisfied that their landlord listens to them and acts on their views
• only 17% report that their landlord cares about them and their family.
• only 34% of social tenants in NI are satisfied with their landlord and
• less than a quarter (23%) are likely to recommend their landlord to a friend of relative.

On a slightly more positive note, Northern Irish tenants reported the highest rating (37%) when asked if they thought being paid benefits directly into their bank account is a good idea. However only, half of local tenants are proud of their homes – the second lowest after London at 49%.