Recent research highlights the urgent need for social housing landlords to improve their complaints handling systems. The sector currently relies heavily on goodwill rather than robust infrastructure, which risks sustainability and tenant satisfaction.

Empathy in complaints handling drives tenant satisfaction

Consultancy firm Campbell Tickell’s research, presented in a recent webinar, reveals that empathy is the strongest predictor of tenant satisfaction when dealing with complaints. Social housing landlords who demonstrate higher empathy scores tend to receive fewer formal complaints, emphasising the importance of understanding and responsiveness in tenant relations.

This insight arrives amid ongoing concerns about the quality of social housing, with over 430,000 homes failing to meet the Decent Homes Standard. The findings suggest that addressing complaints effectively is a critical part of improving tenant experience and overall housing standards.

Infrastructure over goodwill: a call for systemic change

Francesca Macey, the Campbell Tickell consultant leading the research, warned that the sector currently operates on “goodwill rather than a good infrastructure.” She described this as a “hero culture” that, while admirable, is ultimately unsustainable. This culture relies on individuals going above and beyond rather than established, reliable systems to manage complaints.

Inside Housing reports that many senior leaders in social housing have an overly positive perception of complaints handling compared to frontline staff and tenants. This disconnect highlights the need for better awareness and more robust IT systems to manage complaints efficiently and transparently.

Complaints as a valuable source of insight

Richard Blakeway, the Housing Ombudsman, emphasised that complaints provide a “daily reflection” of how teams interact internally and with residents. He noted that complaints reveal whether organisational values and behaviour frameworks are truly being followed and whether processes empower people effectively.

Blakeway described complaints as “a goldmine” for insight, but stressed the importance of senior leaders engaging with this intelligence and boards debating it thoroughly. He urged board members to go beyond the boardroom and visit properties, including those not recently refurbished, to gain a realistic understanding of tenant experiences.

Rising complaints and the need for fair compensation

The Housing Ombudsman has reported a dramatic increase in complaint cases involving social housing landlords, with a rise of over 500% in the last five years, reaching more than 13,000 cases last year. This surge underscores the growing challenges within the sector and the critical need for improved complaint management.

Furthermore, the Ombudsman has called for fair compensation practices across social housing. A recent report found that many landlords fail to apply their own compensation policies correctly, which undermines tenant trust and satisfaction.

What this means for landlords

For landlords and agents, these findings highlight the importance of investing in effective complaints handling systems and fostering a culture of empathy. Robust IT infrastructure and transparent processes are essential to manage complaints efficiently and reduce formal disputes.

Engagement at all levels, from frontline staff to senior leadership and board members, is crucial to ensure complaints are not only resolved but also used as a tool for continuous improvement. Visiting properties regularly and understanding tenant concerns firsthand can help landlords align their practices with their stated values and regulatory expectations.

Source: Based on reporting from Property118

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