We have launched our second annual surveys of landlords and resident panel members to gather insight into landlords’ complaint handling including how they share learning from complaints.
Our 600 resident panel members have been invited to participate in the annual survey and give their views on their landlord’s complaint handling and how it promotes its complaints process including signposting residents to our service. It also asks about resident involvement in their landlord’s self-assessment against our Complaint Handling Code and how landlords share learning with residents.
In this year’s landlord survey, we’re asking for feedback on the impact of our most recent Spotlight reports which focused on damp and mould and managing agents. The survey also features questions on demonstrating learning from complaints, how and when landlords tell residents about our service and their self-assessment against our Complaint Handling Code.
Our landlord survey is open to all member landlords and responses are welcome from people in different roles across the organisation or it can be a single collective response. The survey closes on 26 August 2022.
The survey results will feed into this year’s Annual Complaints Review, which provides an analysis of the sector’s performance using the survey results, our case data and landlord performance reports, and shares learning for the sector.