Social housing providers can lift Tenant Satisfaction Measures (TSMs) on complaint handling by giving frontline teams and managers the confidence and communication skills to find constructive solutions, express appropriate empathy, keep tenants updated and, when needed, deliver difficult messages in a way that still feels fair, transparent and well-handled. 

Why Are Complaint Handling Scores Lower Than Overall Satisfaction in Social Housing? 

Even when social housing providers work within policy and statutory requirements, across the sector, tenants say they often feel they are not fully heard, reassured or kept informed. This gap between operational process and tenant perception can lie at the heart of low complaint-handling satisfaction.  

Current Performance 

There has been some improvement over the past year, however, the Regulator of Social Housing (RSH)’s latest 2025 Tenant Satisfaction Measures (TSMs) show: 

• Complaint handling satisfaction (tenant perception measure TP09) sits at a median of 36% across low-cost rental accommodation (LCRA). 

• TP09 remains the lowest-scoring perception measure across the entire TSM framework. 

• Overall landlord satisfaction sits at a median 71%, revealing a significant gap. 

Sector summaries reinforce this, noting that only around a third of tenants are satisfied with how their landlord handles complaints. 

Why Complaint Handling Satisfaction Remains Low 

Evidence from the RSH and the Housing Ombudsman highlights four persistent issues: 

• Communication gaps – tenants cite unclear timescales and lack of progress updates as major frustrations. 

• Blending of issues – tenants often classify repairs or Anti-Social Behaviour concerns as ‘complaints’, shaping how they respond to TP09. 

• Expectation differences – some tenants expect outcomes outside the landlord’s responsibility or policy. 

• Individual situations – personal circumstances influence how fairness and care are perceived. 

These insights make clear that strong operational processes must be matched with excellent people communication. 

What Matters Most to Tenants During a Complaint? 

Tenants consistently tell us they value: 

• Empathy and being heard. 

• Regular, meaningful progress updates. 

• Confidence that concerns are being taken seriously. 

• Clear evidence of action. 

These expectations align with the Housing Ombudsman’s statutory Complaint Handling Code (2024), which requires: 

• Clear communication. 

• Timely updates. 

• Fair consideration. 

• Transparent reasoning. 

• A two-stage complaints process with defined timescales. 

MGI Learning’s work with housing providers shows that four communication behaviours create the greatest improvement in complaint-handling satisfaction: 

1. Acknowledge the complaint positively (Glad > Sure > Sorry) 

2. Listen fully 

3. Acknowledge impact with empathy and move to action 
4. Focus on solutions, progress updates and consistent follow-through 

1. Acknowledge the Complaint Positively (Glad > Sure > Sorry) 

Using Glad > Sure > Sorry helps teams welcome and value complaints early, setting a constructive tone.  A straightforward illustration of this is: 

Glad: 

“I’m glad you’ve raised this so we can help.” 

Sure: 

“I’m sure we can find a good way forward together.” 

Sorry: 

“I’m sorry to hear how this has impacted you.” 

This approach can be personalised, with the sophistication of the language adapted to the situation. Some or all parts of the approach can be used, with ‘Sure’ demonstrating that the complaint is taken seriously and that action will follow. At times an apology is very important; at others it may not be appropriate. Overall, the approach builds confidence that the complaint will be handled fairly, reduces defensiveness and establishes a respectful, partnership-oriented conversation. 

2. Listen Fully – Even Under Pressure 

Listening fully means giving tenants the space to explain their situation without interruption. This demonstrates respect, ensures accuracy and reduces escalation. 

Practical steps: 

• Pause and let the tenant speak fully. 

• Reflect back: “Here’s what I’ve understood…” 

• Identify what matters most (safety, reassurance, clarity, timescale). 

An example could be… 

“Thank you for explaining this. I want to make sure I understand what’s most important for you.” 

Being listened to increases the tenant’s sense of fairness, one of the strongest drivers of positive complaint-handling satisfaction. 

3. Acknowledge Impact With Empathy and Move to Action 

Appropriate empathy is about recognising the tenant’s experience while staying solution-focused. 

MGI’s approach: 

1. Acknowledge impact 

“I can appreciate the impact this is having on you.” 

2. Move quickly to action 

“The best way I can help now is to…” 

3. Focus on what will be done 

“Here’s the next step I’ll take…” 

This approach validates the tenant’s concerns, strengthens trust and keeps communication confident and forward-focused, even when outcomes differ from expectations. 

4. Focus on Solutions and Close the Loop Every Time 

Providing clear next steps, realistic timescales and regular updates is central to both TP09 satisfaction and the Complaint Handling Code. 

To be compliant with the Code, it is important to ensure 

• Tenants know what will happen next. 

• Are kept updated. 

• Receive updates even when waiting for progress of actions. 

• Understand why decisions are made. 

• Are confident their case will be followed through. 

Important steps: 

• Give realistic, specific timescales – including dates and times. 

• Provide clear, straightforward next steps. 

• Give progress updates, especially during delays. 

• Explain what can be done even when unable to fully meet tenant expectations. 

• Confirm completion and check satisfaction. 

Example: 

“Thank you for all the important information you’ve shared. I will now look into the situation and speak with my colleagues. I will come back to you with a solution, or at least a progress update, by 3pm on Friday 5th December.” 

One simple message that delivers: clarity, timescale, progress commitment and reassurance. 

How These Behaviours Support the Complaint Handling Code and Improve TSM TP09 

All four behaviours reinforce the requirements of the statutory Complaint Handling Code and directly support improvement against TP09, because they help landlords: 

• Set clear expectations from the start. 

• Provide realistic timescales, including when nothing has changed. 

• Show fair consideration of the tenant’s concerns. 

• Offer transparent reasoning when decisions differ from expectations. 

• Demonstrate meaningful engagement throughout the process. 

• Close the loop with confirmation and transparency. 

• Reduce escalation and build trust in service delivery. 

These are the communication behaviours tenants consistently say matter most and are the foundation for higher complaint-handling satisfaction. 

How MGI Learning Supports the Housing Sector 

MGI Learning works with housing associations, ALMOs and local authorities across the UK to improve: 

• Complaint handling and TP09 satisfaction. 

• Contact centre call handling. 

• Repairs communication and first-contact resolution. 

• Confidence and capability across frontline teams. 

• Culture, communication and customer experience. 

• Alignment with the Complaint Handling Code and RSH expectations. 

Our Mindset, Language & Actions Toolkit, including Glad > Sure > Sorry, gives teams practical language and frameworks to respond with solution-focus, empathy and ownership. 

If you’d like to explore how your team can improve complaint-handling confidence, communication and TP09 satisfaction, we’d love to talk. Get in touch with MGI Learning to discuss tailored support for your organisation.