a

GAO

United States Government Accountability Office

Report to Congressional Requesters

December 2005 FAIR HOUSING

Annotated 

Complainant Survey

GAO-06-81SP
Annotated Complainant Survey

A recent GAO report assessed the thoroughness of the process used by the Department of

Housing and Urban Development (HUD) to resolve complaints of housing discrimination 

(GAO-06-79). As part of that study, GAO did a telephone survey, which is reproduced here, 

of a sample of complainants in housing discrimination cases that were investigated and 

closed by HUD’s Office of Fair Housing and Equal Opportunity (FHEO) and state and local 

Fair Housing Assistance Program (FHAP) agencies from July 1 through December 31, 2004. 

A survey research firm under contract to GAO interviewed a random sample of 575 

complainants to determine their levels of satisfaction with the thoroughness, fairness, 

timeliness, and outcomes of the complaint intake and investigation process. 

Using HUD records, GAO mailed advance letters to and subsequently called the 

complainants of record in 1,517 eligible cases. The response rate was 38 percent, resulting 

in the 575 complete interviews. The sample was allocated proportionally across three types 

of case closures (administrative, conciliation without determination of cause, or a 

determination of no cause) and responsible agency (FHEO or FHAP). Results were 

weighted, or statistically adjusted, to make them representative of the entire population of 

4,327 complaints closed in the 6-month period the sample covered. The fieldwork was 

conducted in May and June of 2005 in accordance with generally accepted government 

auditing standards. 

The computer-assisted telephone interviewing questionnaire reproduced here is annotated 

with the unweighted number of actual respondents answering each question and the 

1
weighted estimates of the percentages giving each answer. Because this survey was 

conducted with only a sample of the entire population, the results are subject to sampling 

error—that is, the natural variations that may arise because this sample was only one of any 

number of samples that could have been drawn to represent the same population. As a 

result, each of the percentage estimates is followed by a 95 percent confidence interval 

showing the range that would contain the true value for the actual population for 95 percent 

of the samples we could have drawn. 

2
GAO HUD Complainant Questionnaire 

Survey final codebook 

Note: Weighted percentages follow each question. N indicates the number of actual 

respondents to a question. The 95 percent confidence interval, showing lower and upper 

bounds of the estimates, is in parentheses. 

NOTE: 

1. Variable names are in bold type. 

6. Questions were asked of all respondents unless indicated otherwise. 

7. Italics denote automated fills from sample database or previous question in interview. 

Respnum CATI respondent number (use to match with openends) 

Quota Sample - cell quota 

 1 HUD Admin Closure 

2 HUD Conciliate w/out cause 

3 HUD No Cause 

4 FHAP Admin Closure 

5 FHAP Conciliate w/out cause 

6 FHAP No Cause 

AAPOR AAPOR disposition 

 1 Completed interview 

Intdate Date of interview 

Spa Language used for Interview 

0 English 

1 Spanish 

Rotate Sample - flag for reading categories forward/reversed 

1 Forward response categories 

2 Reversed response categories 

Replic Sample - replicate number 

Orgflag Sample - flag for institutional call 

0 Residential call 

1 Institutional call 

3
Dupflag Sample – flag for duplicate institutional cases 

0 Unique case

 1 Duplicate case 

DateClosedFiled Sample – dateclosedfiled

FHAPClosureDate Sample – FHAPclosuredate 

HUDDateFiled Sample – HUDdatefiled 

Responsibility Sample - Responsibility 

Region2 Sample - region 

Statevlocal Sample – statevlocal 

0 Other than State 

1 State 

FHAPName Sample – FHAPname 

Issues1 Sample – issues1 

Issues2 Sample – issues2 

Bases Sample – bases 

Office Sample – Office 

ClosCat1 Sample – closcat1 

ClosCat2 Sample – closcat2 

A. Initial contact: 

DIALSCR Hello, I'm _____________ with PA Consulting Group. 

I'm calling for _____________ 

1 Continue interview in English 

2 Continue interview in Spanish 

4
SCR_A I'm calling to learn about housing discrimination complaints on behalf of the U.S. 

Government Accountability Office, which is the research arm of Congress. I'm not selling anything, 

this is a brief government research study about housing discrimination complaints made to fair 

housing agencies. N=575 

1 Named complainant available 96.9% (94.9–98.2) 

2 Correct number, but proxy suggested 3.2 (1.8–5.1) 

3 Incorrect number, referral obtained 

4 Interview can't continue

D. Evaluate Proxy Complainant (Individual): 

SCR_D ASK THESE QUESTIONS: N=19

Are you sure _____named complainant______ can’t tell us more about these things? 

What’s your relationship to _______named complainant ______? 

What role did you play in this complaint? 

What were some of the key events that took place during the investigation? 

What would you say the complaint was about? – Specify and compare with 

 _______issue/basis_________.

1 Proxy is adequate 100% (85.4–100) 

2 Proxy is NOT adequate 

B. Read Introduction to Selected complainant: 

SCR_B I would like to ask you a few questions about your experiences with the complaint 

investigation process of the fair housing organizations you dealt with. For instance, what kind of 

contact you had with them, and how satisfied you were with the process. This survey is voluntary, 

but we’d really like your participation so we can understand how people see the complaint system, 

would that be OK? N=575 

According to our records from The Department of Housing and Urban Development, or 

HUD, ____you/named complainant)____brought a complaint about fair housing 

discrimination, which was last handled by ____office____ and which ended in 

_____month of closure_____. Does that sound about right to you? 

 1 Yes 98.9% (97.6–99.6) 

 2 No 1.1 (0.4–2.4) 

SCR_B What part of what I just read do you remember differently? 

SCR_B1A (openend) Issue was not fair housing discrimination – Specify: ______________ 

SCR_B1B (openend) Investigating office/organization not as described – Specify: ___office 

(typeover)___ 

SCR_B1C (openend) Closure date not as described – Specify:___________________ 

5
SCR_B2 IF CONCILIATION: Do ____you/named complainant____still have any kind of ongoing 

relationship with the party you filed the complaint against, where they have to meet the terms of 

some kind of agreement? N=207 

1 Respondent feels that there is no ongoing relationship – Continue with next screening 

question. (“Don’t Know” responses get coded as answer 1) 100% (98.6–100) 

2 Respondent feels that case has ongoing relationship - Probe to confirm, then 

 terminate. 

SCR_B3 FOR ALL: Do you have any ongoing legal procedures or litigation related to your 

complaint? N=575 

1 Respondent feels that there is no further legal activity – Continue with Question 1. 

(Don’t know responses get coded here.) 100% (99.5–100) 

2 Respondent feels that case has ongoing legal activity – Probe to confirm, then 

 terminate 

C. Evaluate Institutional Respondent 

IF RESPONDENT IS A REPRESENTATIVE OF AN ORGANIZATION: 

SCR_IN1 According to our records, your organization was the complainant of record in this case. 

Did your organization carry out the intake process entirely on its own, or did you go through intake 

with HUD or another FHAP? N=16 

1 Intake on own 74.3% (49.3– 91.2) 

2 With other organization 25.8 (8.8–50.7)

-5 Before 5/23 

SCR_IN2 And did your organization conduct an investigation entirely on its own, or did you take 

the complaint to HUD or another FHAP to conduct the investigation? N=16 

1 Investigation on own 5.5% (0.2–25.5) 

2 With other organization 94.5 (74.5–99.8) 

3 No investigation 

-5 Before 5/23 

6
Decision rule: 

1-Investigation on own 2-Investigation w/ 

other 

3-No investigation 

1-Intake on own Terminate now Skip intake, Do 

investigation, Do 

conciliation: Go to 

section E and continue 

Terminate now 

2-Intake w/ other Do Intake, Skip 

investigation, Do 

Conciliation: Go to 

section E and continue 

Do all: Go to section E 

and continue 

Do intake, Skip 

investigation, Do 

conciliation: Go to 

section E and continue 

E. Identify Institutional Respondent: 

IF RESPONDENT IS A REPRESENTATIVE OF AN ORGANIZATION: 

ORG1 Was your organization representing a specific individual who came to you with a 

 problem, or did your organization originate this complaint and was acting on its own 

 behalf? N=33 

1 Representing an individual 15.8% (4.8–34.9) 

 2 Own behalf 84.2 (65.1 – 95.3) 

ORG2 1. Representing an individual – READ: “The questions I’m going to ask you are written 

from the point of view of an individual, private complainant. When I ask you about your 

experiences with the fair housing organizations you dealt with, I’d like you to answer in 

terms of what your organization experienced during intake and investigation with the 

FHAP or HUD office you took that complaint to, and not what you think the impressions 

of the individual were, or their experiences with your organization when they first came 

to you with the complaint.” 

Press any key to continue. 

ORG3 2. Own behalf – READ: “The questions I’m going to ask you are written from the point 

of view of an individual, private complainant. I’d like you to answer in terms of what your 

organization went through during intake and investigation with the FHAP or HUD office 

you took that complaint to.” 

Press any key to continue. 

INT First, I’d like you to think back to when you first realized you had a housing discrimination 

issue. 

Press any key to continue. 

7
Q1 How did you first learn where to make a fair housing complaint? 

(DO NOT READ ANSWERS, CHECK ALL THAT APPLY) 

Q1_1 1 Attorney/lawyer N=575 

Percent Lower and upper bounds 

Mentioned 5.8% 3.9–8.3

Not mentioned 94.2 91.7–96.1 

 

 Q1_2 2 Bank/lender N=575 

Percent Lower and upper bounds 

Mentioned 0.5% 0.1–1.3

Not mentioned 99.5 98.7–99.9 

Q1_3 3 Brochure N=575 

Percent Lower and upper bounds 

Mentioned 2.3% 1.1–4.2

Not mentioned 97.7 95.9–98.9 

Q1_4 4 Church/faith-based group N=575 

Percent Lower and upper bounds 

Mentioned 0.6% 0.2–1.4

Not mentioned 99.4 98.6–99.8 

Q1_5 5 Fair housing organization N=575 

Percent Lower and upper bounds 

Mentioned 10.8% 8.3–13.7

Not mentioned 89.2 86.3 – 91.7 

Q1_6 6 Friend/neighbor/relative N=575 

Percent Lower and upper bounds 

Mentioned 21.3% 17.6–25.0

Not mentioned 78.7 75.0–82.4 

Q1_7 7 Government (Federal) agency (not HUD) N=575 

Percent Lower and upper bounds 

Mentioned 5.3% 3.4–7.9

Not mentioned 94.7 92.1–96.7 

Q1_8 8 Government (State) agency N=575 

Percent Lower and upper bounds 

Mentioned 4.9% 3.1–7.4

Not mentioned 95.1 92.7–96.9 

Q1_9 9 HUD N=575 

Percent Lower and upper bounds 

Mentioned 12.8% 9.9–15.7

Not mentioned 87.2 84.3–90.1 

Q1_10 10 Internet N=575 

Percent Lower and upper bounds 

Mentioned 10.7% 8.0–13.9

Not mentioned 89.3 86.1–92.0 

 

8
Q1_11 11 Landlord/apartment manager N=575 

Percent Lower and upper bounds 

Mentioned 1.8% 0.9–3.4

Not mentioned 98.2 96.6–99.2 

Q1_12 12 Legal aid N=575 

Percent Lower and upper bounds 

Mentioned 2.3% 1.1–4.0

Not mentioned 97.7 96.0–98.9 

Q1_13 13 Newspaper/magazine N=575 

Percent Lower and upper bounds 

Mentioned 0.9% 0.4–1.5

Not mentioned 99.1 98.5–99.6 

Q1_14 14 Print ad (e.g. billboard) N=575 

Percent Lower and upper bounds 

Mentioned 1.9% 0.7–3.8

Not mentioned 98.2 96.2–99.3 

Q1_15 15 Political/elected official N=575 

Percent Lower and upper bounds 

Mentioned 1.1% 0.5–2.3

Not mentioned 98.9 97.7–99.6 

Q1_16 16 Radio N=575 

Percent Lower and upper bounds 

Mentioned 0.5% 0.1–1.8

Not mentioned 99.5 98.2–99.9 

Q1_17 17 Realtor N=575 

Percent Lower and upper bounds 

Mentioned 1.5% 0.6–3.1

Not mentioned 98.5 96.9–99.4 

Q1_18 18 Telephone book N=575 

Percent Lower and upper bounds 

Mentioned 5.4% 3.6–7.7

Not mentioned 94.7 92.3–96.4 

Q1_19 19 Television N=575 

Percent Lower and upper bounds 

Mentioned 2.2% 1.1–3.9

Not mentioned 97.8 96.1–98.9 

Q1_20 20 Tenant association N=575

Percent Lower and upper bounds 

Mentioned 0.6% 0.1–2.0

Not mentioned 99.4 98.0–99.9 

Q1_21 21 Other - SPECIFY:___Q1 (openend)___ N=575 

Percent Lower and upper bounds 

Mentioned 22.4% 18.7–26.2

Not mentioned 77.6 73.8–81.3 

9
N=575 

Q2 Before you talked to anyone at a fair housing organization about your complaint, what did you 

expect from the fair housing process? I’m going to read you a list of things some people might 

expect. For each one, tell me whether that’s something you thought the organization would 

do for you. 

For Q2A to Q2H 

1 Yes 

2 No 

-7 Not applicable (NA) 

Q2A The first one is: The fair housing organization would take your side in pursuing your 

complaint. Is that something you thought they would do? N=563 

Percent Lower and upper bounds 

Yes 58.0% 53.6–62.5

No 42.0 37.5-46.4

Q2B The organization would prevent the other party from taking immediate action against you 

while investigating the complaint? N=546 

Percent Lower and upper bounds 

Yes 53.9% 49.3–58.4

No 46.1 41.6–50.7

Q2C The organization would conduct an investigation? N=571 

Percent Lower and upper bounds 

Yes 94.9% 92.7–96.5

No 5.1 3.5–7.3

Q2D The organization would help you and the other party resolve your differences? N=569 

Percent Lower and upper bounds 

Yes 88.9% 85.8–91.6

No 11.1 8.5–14.2

Q2E The organization would help both sides equally? N=559 

Percent Lower and upper bounds 

Yes 79.7% 76.1–83.3

No 20.3 16.7–23.9

Q2F The organization would punish the violator? N=557 

Percent Lower and upper bounds 

Yes 65.9% 61.6–70.1

No 34.2 29.9–38.4

10
Q2G The organization would get you a financial award? N=560 

Percent Lower and upper bounds 

Yes 30.1% 25.9–34.3

No 69.9 65.7–74.1

Q2H Was there anything else you thought the organization would do? N=569

Percent Lower and upper bounds 

Yes 50.1% 45.7–54.5

No 49.9 45.5–54.3

1 Yes 

2 No 

-7 Not applicable (NA) 

Q2HO (openend) (SPECIFY)

IF RESPONDENT IS REPRESENTATIVE OF AN ORGANIZATION: 

IF INTAKE ON OWN (1ST SCREENER IN SECTION C =1) SKIP TO SCREENER BEFORE QN. 24 

Q3 After talking to a complainant or developing this complaint on your own, did your organization 

then go through the intake process with HUD or another FHAP or did you go directly into an 

investigation on a perfected complaint? N=17 

 1 Intake first unreliable (5.2–57.2) 

2 Investigation unreliable (42.8–94.9)

-4 After 5/23 

NOTE: Q3 was taken off the survey May 23, and scr_in1 and scr_in2 were added. 

Q4 According to our records, you last worked with the __office__ on the details of your complaint. 

Did you contact any other organizations about your complaint before you started working with the 

__office__? N=550

 1 Yes 22.8% (19.0–26.5) CONTINUE

 2 No 77.2 (73.5–81.0) GO TO QN. 6 

Q5A (openend) What was the name of the other organization that you spoke with about your 

complaint? 

PROBE FOR ONE OR MORE NAMES, CAPTURE VERBATIM AND CODE EXACT 

ORGANIZATION NAMESAFTER INTERVIEW. RESPONDENT CAN SPECIFY MORE THAN

ONE ORGANIZATION. 

SPECIFY ORGANIZATION #1 NAME: 

Q5B Were there any others? N=129

 1 Yes 16.6% (10.6–24.2) 

 2 No 83.4 (75.8–89.4) 

11
Q5BO (openend) SPECIFY ORGANIZATION #2 NAME: 

 1 Yes 

 2 No 

Q5C Were there any others? N=25 

 1 Yes 21.5% (6.4–45.8) 

 2 No 78.5 (54.2–93.7) 

Q5CO (openend) SPECIFY ORGANIZATION #3 NAME: 

GO TO QN. 8 

Q6 IF DID NOT WORK WITH ANY OTHER ORGANIZATION: 

After you first presented the details of your complaint to the __office__, did they ask you to 

sign a formal complaint form? N=421

 1 Yes 90.1% (86.6–93.0) 

 2 No 9.9 (7.1–13.4) SKIP TO QN. 11 

Q7 IF YES: Did you sign the complaint? N=376

 1 Yes 98.5% (97.5–99.2) 

 2 No 1.1 (0.5–2.0) 

 -8 DK 0.4 (0.1–1.1) (DO NOT READ) 

GO TO QN. 11 

Q8 IF DID WORK WITH MORE THAN ONE ORGANIZATION: 

After you first talked to the __Qn5A__and __Qn5BO and __Qn5CO__ about the details of your 

complaint, were you asked to sign a formal complaint form? N=129

1 Yes 48.3% (39.0–57.6) 

 2 No 42.1 (32.7–51.4) 

 -8 DK 9.6 (4.5–17.7) (DO NOT READ)

Q9 IF YES: Did you sign the complaint? N=77

 1 Yes 83.5% (71.1–92.2) 

 2 No 6.4 (1.7–15.8) 

 -8 DK 10.1 (3.4–21.9) (DO NOT READ)

12
Q10 IF YES: Which organization had you sign the complaint form? (IF ONLY ONE OTHER 

ORGANIZATION, INTERVIEWER CAN CODE WITHOUT ASKING) N=13

SPECIFY: ______________________________________ 

Percent Lower and upper bounds 

Other organization 1 unreliable 20.0–82.7 

Other organization 2 unreliable 13.0–13.6 

Other organization 3 7.5 0.2–35.0 

INT2 Now, I have a few questions about your experiences with any and all of the fair housing 

organizations that you worked with, from the time you first presented your complaint until you 

signed a formal complaint form, [IF DID NOT SIGN A COMPLAINT FORM: Or, since you 

didn’t sign that form, until your case went to the investigation phase, or it ended.] 

Press any key to continue. 

Q11 The first time you tried to call or visit the fair housing organization where you provided details 

of your complaint, how hard or easy was it to reach someone? Was it very hard, somewhat hard, 

neither hard nor easy, somewhat easy, or very easy? (ROTATE ANSWERS) N=531 

 1 Very hard 16.7% (13.3–20.1) 

 2 Somewhat hard 13.5 (10.4–17.1) 

 3 Neither 7.1 (4.8-10.0) 

 4 Somewhat easy 22.2 (18.4–26.0) 

 5 Very easy 39.5 (35.0–44.0) 

-7 NA (DO NOT READ) 

 -8 DK 1.1 (0.3–2.7) (DO NOT READ) 

Q12 If you ever had to call the organization back with a question or to give additional information, 

how hard or easy was it to contact the right person when you called back? Was it very hard, 

somewhat hard, neither hard nor easy, somewhat easy, or very easy? Or did you not have to 

do that? (ROTATE ANSWERS) N=511

 1 Very hard 18.6% (14.9–22.2) 

 2 Somewhat hard 14.9 (11.6–18.8) 

 3 Neither 6.0 (3.9–8.9) 

 4 Somewhat easy 19.7 (16.0–23.3) 

 5 Very easy 39.1 (34.5–43.6) 

-7 N/A-didn’t call (DO NOT READ) 

 -8 DK 1.8 (0.7–3.6) (DO NOT READ) 

13
Q13 How well or poorly did staff at the fair housing organization explain the length of time each 

step in the fair housing process would take? Would you say they did an excellent, good, fair, 

or poor job at explaining this? (ROTATE ANSWERS) N=516

 1 Excellent 30.8% (26.7–34.9) 

 2 Good 26.2 (22.1–30.4) 

 3 Fair 16.6 (13.1-20.2) 

 4 Poor 24.3 (20.4–28.3) 

-7 NA (DO NOT READ) 

-8 DK 2.0 (1.0–3.7) (DO NOT READ) 

Q14 And how well or poorly did staff at the fair housing organization explain the complaint and 

investigation process? (ROTATE ANSWERS) N=524 

1 Excellent 28.0% (24.0–32.0)

2 Good 29.8 (25.6–34.0)

3 Fair 18.4 (14.7–22.0)

4 Poor 22.6 (18.7–26.5)

-7 NA (DO NOT READ) 

-8 DK 1.2 (0.5–2.6) (DO NOT READ) 

Q15 Did staff at the fair housing organization tell you whether or not they could help you resolve 

your differences with the other party? N=542

1 Yes 52.7% (48.4–57.0)

2 No 44.6 (40.2–48.8)

-7 NA (DO NOT READ) 

-8 DK 2.7 (1.6–4.5) (DO NOT READ) 

Q16 If you asked the organization to take immediate action to prevent you from losing a housing 

opportunity before an investigation was done, did they attempt to do this? N=380

1 Yes 25.6% (21.3–30.0)

2 No 69.4 (64.7–74.0)

-7 N/A (DO NOT READ) 

-8 DK 5.0 (2.9–7.9) (DO NOT READ) 

Q17 Did the staff at the fair housing organization ask you questions in order to understand what 

happened between you and the other party? N=548 

 1 Yes 81.0% (77.4–84.7)

 2 No 17.7 (14.1–21.2)

-7 N/A (DO NOT READ) 

 -8 DK 1.3 (0.4–3.0) (DO NOT READ) 

14
Q18 How quickly or slowly did the fair housing organization do each of the following? (ROTATE 

ANSWERS) 

From your perspective, did they do this very quickly, somewhat quickly, neither quickly nor 

slowly, somewhat slowly, or very slowly? Or did you not ask them any questions? 

For Q18A to Q18C 

 1 Very quickly 

 2 Somewhat quickly 

 3 Neither 

 4 Somewhat slowly 

 5 Very slowly 

-7 N/A (DO NOT READ) 

-8 DK (DO NOT READ) 

Q18A Get back to you with answers to your questions, if you had any? N=508 

Percent Lower and upper bounds 

Very quickly 29.6% 25.5–33.7 

Somewhat quickly 25.2 21.1–29.2 

Neither 10.3 7.6–13.5

Somewhat slowly 17.4 13.6–21.1 

Very slowly 16.9 13.4–20.4 

Don’t know 0.8 0.2–2.1 

Q18B Ask you to sign a complaint form after you first talked with them? Or did they not ask 

 you to sign a complaint form? N=516 

Percent Lower and upper bounds 

Very quickly 42.1% 37.5–46.7 

Somewhat quickly 26.5 22.3–30.6 

Neither 12.5 9.5–16.0

Somewhat slowly 8.6 6.1–11.6 

Very slowly 7.3 4.9–10.4 

Don’t know 3.1 1.8–5.0 

Q18C Make a decision on whether your case would be investigated as a fair housing 

 complaint? N=529 

Percent Lower and upper bounds 

Very quickly 32.8% 28.5–37.0 

Somewhat quickly 29.5 25.2–33.7 

Neither 9.2 6.7–12.4

Somewhat slowly 12.7 9.7–16.2 

Very slowly 13.1 10.1–16.5 

Don’t know 2.8 1.6–4.6 

15
Q19 How __________ did you find the staff at the fair housing organization: 

Did you find them very courteous, somewhat courteous, not very courteous, or not at all 

courteous? (ROTATE ANSWERS) 

For Q19A to Q19H 

 1 Very 

2 Somewhat 

3 Not very 

4 Not at all 

-7 NA (DO NOT READ) 

-8 DK (DO NOT READ) 

Q19A Courteous N=537 

Percent Lower and upper bounds 

Very courteous 62.7% 58.3–67.0 

Somewhat courteous 21.2 17.5–25.0 

Not very courteous 6.6 4.3–9.5 

Not at all courteous 8.7 6.3–11.7 

Don’t know 0.8 0.4–1.5 

Q19B Helpful N=539 

Percent Lower and upper bounds 

Very helpful 47.9% 43.5–52.3 

Somewhat helpful 24.2 20.3–28.1 

Not very helpful 10.2 7.4–13.5 

Not at all helpful 15.9 12.6–19.2 

Don’t know 1.8 0.9–3.5 

Q19C Knowledgeable N=534 

Percent Lower and upper bounds 

Very knowledgeable 49.4% 45.0–53.7 

Somewhat knowledgeable 26.6 22.5–30.7 

Not very knowledgeable 10.2 7.5–13.4 

Not at all knowledgeable 9.8 7.1–13.0 

Don’t know 4.1 2.4–6.5 

Q19D Understandable N=538 

Percent Lower and upper bounds 

Very understandable 51.8% 47.4–56.1 

Somewhat understandable 26.1 22.2–30.1 

Not very understandable 7.4 5.0–10.4 

Not at all understandable 13.7 10.6–17.3 

Don’t know 1.0 0.5–2.0 

Q19E Thorough N=533 

Percent Lower and upper bounds 

Very thorough 43.7% 39.5–47.9 

Somewhat thorough 22.6 18.7–26.4 

Not very thorough 11.5 8.6–15.0 

Not at all thorough 20.0 16.4–23.7 

Don’t know 2.2 1.2–3.7 

16
Q19F Interested in your complaint N=541 

Percent Lower and upper bounds 

Very interested 48.8% 44.5–53.2 

Somewhat interested 22.9 19.1–26.7 

Not very interested 9.4 6.9–12.5 

Not at all interested 18.3 14.8–21.9 

Don’t know 0.5 0.1–1.5 

Q19G Respectful N=539 

Percent Lower and upper bounds 

Very respectful 61.8% 57.5–66.1 

Somewhat respectful 22.9 19.1–26.8 

Not very respectful 6.3 4.2–9.1 

Not at all respectful 8.4 6.0–11.4 

Don’t know 0.6 0.1–1.4 

Q19H Impartial N=531 

Percent Lower and upper bounds 

Very impartial 51.9% 47.4–56.4 

Somewhat impartial 23.3 19.4–27.1 

Not very impartial 6.0 4.0–8.6 

Not at all impartial 15.1 11.8–18.5 

Don’t know 3.7 2.2-5.9 

Q20 After you presented the details of your complaint [and signed a complaint form], did you 

receive a letter from a fair housing organization telling you whether or not they would pursue 

your case with an investigation? N=550

 1 Yes 85.6% (82.5–88.8) SKIP TO QN. 22 

 2 No 14.4 (11.2–17.5) CONTINUE WITH QN. 21

Q21 Did you ever receive any notification that a fair housing organization would pursue your case? 

N=84 

 1 Yes 32.3% (21.7–44.4) CONTINUE

 2 No 67.7 (55.7–78.3) SKIP TO QN. 23 

Q22 How satisfied where you with the way the organization explained its decision to pursue your 

case or not? Very satisfied, somewhat satisfied, neither satisfied nor dissatisfied, somewhat 

dissatisfied, or very dissatisfied? (ROTATE ANSWERS) N=491

 1 Very satisfied 46.0% (41.4–50.6) 

 2 Somewhat satisfied 19.8 (15.9–23.7) 

3 Neither satisfied nor dissatisfied 5.4 (3.4–8.2) 

 4 Somewhat dissatisfied 5.0 (3.3–7.3) 

 5 Very dissatisfied 22.7 (18.7–26.7) 

-7 N/A (DO NOT READ) 

 -8 Don’t know 1.1 (0.3–2.6) (DO NOT READ) 

17
Q23 Overall, thinking about everything that happened from when you first contacted a fair housing 

organization to provide the details of your complaint [up to signing a complaint form], how 

satisfied were you with this first step in the complaint process? Very satisfied, somewhat 

satisfied, neither satisfied nor dissatisfied, somewhat dissatisfied, or very dissatisfied? 

(ROTATE ANSWERS) N=549

 1 Very satisfied 46.2% (41.8- 50.6) 

 2 Somewhat satisfied 24.8 (20.8–28.7) 

3 Neither satisfied nor dissatisfied 4.8 (2.9–7.5)

 4 Somewhat dissatisfied 6.3 (4.4–8.7)

 5 Very dissatisfied 17.3 (13.8–20.8) 

-7 N/A (DO NOT READ) 

 -8 Don’t know 0.6 (0.2–1.5) (DO NOT READ)

IF RESPONDENT IS REPRESENTATIVE OF AN ORGANIZATION: 

IF INVESTIGATION ON OWN, OR NO INVESTIGATION (2ND SCREENER IN SECTION C =1 or 

3), SKIP TO QN. 37 

Q24 Did a fair housing organization conduct an investigation? That is, did they pursue your case 

after getting the details from you? N=560

 1 Yes 65.8% (61.5–70.1) CONTINUE

2 No, prompt to make sure 28.3 (24.3–32.4) SKIP TO QN. 37 

-8 DK, prompt to make sure 5.9 (3.9–8.5) SKIP TO QN. 37 

NOTE: Q3 skipped Complainants to Q25 before it was taken off the survey May 23. The new 

screeners skipped to Q24, which is why the N for Q24 is 14 cases lower than the rest of the 

investigation questions. 

Q25 Did staff at the fair housing organization tell you the name of the person who would 

investigate your case? N=375 

 1 Yes 83.2% (78.6–87.2) 

 2 No 12.1 (8.8–16.1) 

-7 N/A (DO NOT READ) 

 -8 DK 4.7 (2.5–8.0) (DO NOT READ) 

Q26 Now let’s talk about the investigation process. By this I mean what happened after you 

signed a formal complaint form and it became an official fair housing discrimination complaint, 

and an investigator began to look into the details of your complaint. 

During the investigation of your case, what methods did you and the fair housing investigator 

use to communicate? (CHECK ALL THAT APPLY; DO NOT READ.) 

Q26_1 1 Telephone N=375 

Percent Lower and upper bounds 

Mentioned 87.9% 83.5–91.4

Not mentioned 12.1 8.6–16.5 

18
Q26_2 2 In person N=375 

Percent Lower and upper bounds 

Mentioned 32.2% 27.1–37.4

Not mentioned 67.8 62.6–72.9 

Q26_3 3 Mail N=375 

Percent Lower and upper bounds 

Mentioned 54.6 49.2 – 60.0 

Not mentioned 45.4 40.0 – 50.8 

Q26_4 4 E-mail N=375 

Percent Lower and upper bounds 

Mentioned 8.1 5.4 – 11.6 

Not mentioned 91.9 88.4 – 94.6 

Q26_5 5 Fax N=375 

Percent Lower and upper bounds 

Mentioned 9.2 6.5 – 12.5 

Not mentioned 90.8 87.5 – 93.5 

Q26_6 6 Other method (SPECIFY):___Q26 (openend)___ N=375 

Percent Lower and upper bounds 

Mentioned 2.5 0.9 – 5.5 

Not mentioned 97.5 94.5 – 99.1 

Q27 How hard or easy was it to get in touch with the investigator? Was it very hard, somewhat 

hard, neither hard nor easy, somewhat easy, or very easy? (ROTATE ANSWERS) N=362 

 1 Very hard 11.9 (8.5 – 16.1) 

 2 Somewhat hard 13.6 (10.0 – 17.7) 

 3 Neither 8.8 (5.8 – 12.6) 

 4 Somewhat easy 20.6 (16.0 – 25.3) 

 5 Very easy 44.7 (39.4 – 50.0) 

-7 NA (DO NOT READ) 

 -8 DK 0.4 (0.1 – 1.2) (DO NOT READ)

Q28 How satisfied or dissatisfied were you with the amount of contact you had with the 

investigator? (ROTATE ANSWERS) N=369 

 1 Very satisfied 45.8 (40.6 – 51.0) 

 2 Somewhat satisfied 17.0 (13.0 – 21.0) 

3 Neither satisfied nor dissatisfied 5.6 (3.4 – 8.7) 

 4 Somewhat dissatisfied 13.9 (10.1 – 18.4) 

 5 Very dissatisfied 17.4 (13.2 – 21.6) 

-7 N/A (DO NOT READ) 

 -8 Don’t know 0.4 (0.1 – 1.2) (DO NOT READ)

19
Q29 How hard or easy was it to understand any information that investigators provided you? Was 

it very hard, somewhat hard, neither hard nor easy, somewhat easy, or very easy to 

understand? (ROTATE ANSWERS) N=360 

 1 Very hard 8.7 (5.7 – 12.7) 

 2 Somewhat hard 12.7 (9.0 – 17.2) 

 3 Neither 6.0 (3.9 – 8.8) 

 4 Somewhat easy 20.8 (16.3 – 25.4) 

 5 Very easy 51.6 (46.1 – 57.0) 

-7 NA (DO NOT READ) 

 -8 DK 0.1 (0.0 – 0.6) (DO NOT READ)

Q30 How well or poorly did the investigator keep you informed about the progress of your case 

during the investigation? Would you say the investigator did an excellent, good, fair, or poor 

job at this? (ROTATE ANSWERS) N=375 

 1 Excellent 32.0 (27.3 – 36.6) 

 2 Good 22.0 (17.6 – 26.3)

 3 Fair 18.5 (14.2 – 22.9) 

 4 Poor 24.3 (19.7 – 29.0) 

 -8 DK 3.2 (1.4 – 6.2) (DO NOT READ)

Q31 Were you notified when your case was closed? N=375 

1 Yes 91.5 (87.9 – 94.3) CONTINUE

 2 No 8.5 (5.7 – 12.1) SKIP TO QN. 32 

Q31A How were you notified? (DO NOT READ ANSWERS) 

Q31A_1 1 Mail N=341 

Percent Lower and upper bounds 

Mentioned 89.3 85.9 – 92.1 

Not mentioned 10.7 7.9 – 14.1 

Q31A_2 2 In person N=341 

Percent Lower and upper bounds 

Mentioned 8.2 5.5 – 11.7 

Not mentioned 91.8 88.3 – 94.5 

Q31A_3 3 E-Mail N=341 

Percent Lower and upper bounds 

Mentioned

Not mentioned 100 99.1 – 100 

Q31A_4 4 Telephone N=341 

Percent Lower and upper bounds 

Mentioned 22.0 17.8 – 26.2 

Not mentioned 78.0 73.8 – 82.2 

Q31A_5 5 Fax N=341 

Percent Lower and upper bounds 

Mentioned 0.9 0.3 – 1.8 

Not mentioned 99.1 98.2 – 99.7 

20
Q31A_6 6 Other (SPECIFY): ___Q31 (openend)___N=341 

Percent Lower and upper bounds 

Mentioned 0.4 0.1 – 0.9 

Not mentioned 99.6 99.1 – 99.9 

Q31A_7 -8 DK N=341 

Percent Lower and upper bounds 

Mentioned 0.3 0.1 – 1.0 

Not mentioned 99.7 99.0 – 100 

Q32 After your case was closed, were you told about any options you may have left to further 

consider your complaint? N=349 

 1 Yes 46.3 (40.7 – 51.9) 

 2 No 53.7 (48.1 – 59.3) 

 -7 N/A 

Q33 How quickly or slowly did the investigating organization do each of the following? (ROTATE 

ANSWERS)

From your perspective, would you say they did this very quickly, somewhat quickly, neither 

quickly nor slowly, somewhat slowly, or very slowly? 

For Q33A to Q33C 

 1 Very quickly 

 2 Somewhat quickly 

 3 Neither 

 4 Somewhat slowly 

 5 Very slowly 

-7 N/A (DO NOT READ) 

-8 DK (DO NOT READ) 

Q33A Contact you to start the investigation after you were notified that your complaint would 

 be investigated? N=367 

Percent Lower and upper bounds 

Very quickly 36.9 31.6 – 42.1 

Somewhat quickly 27.6 22.8 – 32.5 

Neither 14.1 10.4 – 18.5 

Somewhat slowly 11.8 8.5 – 15.7 

Very slowly 8.4 5.4 – 12.3 

Don’t know 1.3 0.5 – 2.7 

Q33B Respond to any questions or requests you had? N=361 

Percent Lower and upper bounds 

Very quickly 43.4 38.2 – 48.7 

Somewhat quickly 23.6 18.9 – 28.2 

Neither 10.9 7.6 – 15.0 

Somewhat slowly 9.1 6.2 – 12.8 

Very slowly 12.7 9.0 – 17.2 

Don’t know 0.3 0.1 – 1.1 

21
Q33C Complete the investigation on your complaint? N=362 

Percent Lower and upper bounds 

Very quickly 33.8 28.6 – 38.9 

Somewhat quickly 23.9 19.2 – 28.6 

Neither 10.4 7.3 – 14.3 

Somewhat slowly 15.7 11.7 – 20.5 

Very slowly 13.3 9.8 – 17.6 

Don’t know 2.9 1.3 – 5.4 

Q34 How well or poorly did the investigating organization do each of the following? 

Would you say they did an excellent, good, fair, or poor job at this? (ROTATE ANSWERS) 

 

For Q34A to Q34E 

 1 Excellent 

 2 Good 

 3 Fair 

 4 Poor 

-8 DK (DO NOT READ) 

Q34A The first one is: listen to you. N=375

Percent Lower and upper bounds 

Excellent 39.4 34.4 – 44.4 

Good 19.8 15.7 – 23.9 

Fair 17.8 13.5 – 22.1 

poor 20.6 16.1 – 25.1 

Don’t know 2.4 0.9-5.1 

Q34B Investigate the evidence in your case. N=375

Percent Lower and upper bounds 

Excellent 27.9 23.5 – 32.4 

Good 19.5 15.3 – 23.7 

Fair 13.8 10.2 -18.0

poor 30.6 25.7 – 35.4 

Don’t know 8.3 5.5 – 11.9 

Q34C Interview your witnesses. N=375

Percent Lower and upper bounds 

Excellent 19.0 15.0 – 22.9 

Good 11.2 7.9 – 15.2 

Fair 7.0 4.6 – 10.1 

poor 30.3 25.4 – 35.2 

Don’t know 32.6 27.6 – 37.6 

Q34D Ask you for documents related to your case. N=375

Percent Lower and upper bounds 

Excellent 34.3 29.4 – 39.2 

Good 22.8 18.2 – 27.5 

Fair 14.3 10.8 – 18.4 

poor 17.2 13.1 – 22.0 

Don’t know 11.3 8.1 – 15.2 

22
Q34E Explain the process for investigating fair housing complaints. N=375

Percent Lower and upper bounds 

Excellent 33.0 28.3 – 37.7 

Good 25.2 20.5 – 29.9 

Fair 20.5 16.0 – 25.0 

poor 15.2 11.4 – 19.7 

Don’t know 6.1 3.8 – 9.3 

Q35 How __________ did you find the staff who investigated your case: 

Did you find them very courteous, somewhat courteous, not very courteous or not at all 

courteous? (ROTATE ANSWERS) 

For Q35A to Q35H 

 1 Very 

 2 Somewhat 

 3 Not very 

4 Not at all

-7 NA (DO NOT READ) 

-8 DK (DO NOT READ) 

Q35A Courteous N=368

Percent Lower and upper bounds 

Very courteous 62.0 56.9 – 67.2 

Somewhat courteous 21.0 16.6 – 25.3 

Not very courteous 6.9 4.2 – 10.7 

Not at all courteous 8.5 5.6 – 12.3 

Don’t know 1.6 0.4 – 4.4 

Q35B Helpful N=367

Percent Lower and upper bounds 

Very helpful 48.9 43.7 – 54.1 

Somewhat helpful 22.5 17.9 – 27.1 

Not very helpful 11.6 8.2 – 15.9 

Not at all helpful 16.1 12.2 – 20.7 

Don’t know 0.9 0.1 – 3.1 

Q35C Knowledgeable N=368

Percent Lower and upper bounds 

Very knowledgeable 54.9 49.5 – 60.2 

Somewhat knowledgeable 21.8 17.4 – 26.3 

Not very knowledgeable 9.6 6.5 – 13.5 

Not at all knowledgeable 10.1 6.8 – 14.2 

Don’t know 3.6 1.8 – 6.5 

23
Q35D Understandable N=368 

Percent Lower and upper bounds 

Very understandable 54.8 49.6 – 60.1 

Somewhat understandable 20.5 16.2 – 24.9 

Not very understandable 9.8 6.6 – 13.7 

Not at all understandable 12.3 8.7 – 16.8 

Don’t know 2.6 1.1 – 5.1 

Q35E Thorough N=367 

Percent Lower and upper bounds 

Very thorough 45.8 40.8 – 50.9 

Somewhat thorough 21.0 16.5 – 25.4 

Not very thorough 11.8 8.4 – 16.0 

Not at all thorough 18.8 14.4 – 23.2 

Don’t know 2.6 1.2 – 4.8 

Q35F Interested in your complaint N=369

Percent Lower and upper bounds 

Very interested 50.5 45.2 – 55.7 

Somewhat interested 23.1 18.6 – 27.6 

Not very interested 10.2 7.0 – 14.2 

Not at all interested 13.5 9.8 – 17.9 

Don’t know 2.8 1.2 – 5.6 

Q35G Respectful N=368 

Percent Lower and upper bounds 

Very respectful 62.6 57.4 – 67.7 

Somewhat respectful 20.1 15.8 – 24.4 

Not very respectful 6.2 3.5 – 10.0 

Not at all respectful 9.3 6.1 – 13.4 

Don’t know 1.8 0.6 – 4.2 

Q35H Impartial N=367

Percent Lower and upper bounds 

Very impartial 50.9 45.6 – 56.3 

Somewhat impartial 21.2 16.9 – 26.0 

Not very impartial 8.6 5.6 – 12.4 

Not at all impartial 16.6 12.6-21.4 

Don’t know 2.7 1.3 – 4.8 

Q36 Overall, how satisfied were you with how the investigation was conducted? Very satisfied, 

somewhat satisfied, neither satisfied nor dissatisfied, somewhat dissatisfied, or very 

dissatisfied? (ROTATE ANSWERS) N=369 

 1 Very satisfied 37.4 (32.6 – 42.2)

 2 Somewhat satisfied 18.0 (13.7 – 22.3) 

3 Neither satisfied nor dissatisfied 4.5 (2.6 – 7.1) 

 4 Somewhat dissatisfied 10.5 (7.4 – 14.3) 

 5 Very dissatisfied 29.2 (24.4 – 34.0) 

-7 N/A (DO NOT READ) 

 -8 Don’t know 0.5 (0.1 – 1.2) (DO NOT READ) 

24
Q37 The next set of questions is about any attempts to resolve the differences between you and 

the other party. Fair housing organizations or other groups might suggest that the two parties try to 

settle the complaint with an agreement. This could have happened at any time after you first 

presented the details of your complaint. 

Did anyone from a fair housing organization suggest that you and the other party should try to work 

out your differences on your own? N=566 

 1 Yes 26.0 (22.1 – 29.9) 

 2 No 74.0 (70.1 – 77.9) 

 -7 NA 

Q38 Did anyone from a fair housing organization offer to work with you and the other party to find a 

way to resolve your differences? N=575 

 1 Yes 42.4 (38.4 – 46.4) 

 2 No 57.6 (53.6 – 61.6) SKIP TO QN. 41

Q39 Did you agree to work with anyone from that organization to resolve your differences with the 

other party? N=239

 1 Yes 86.7 (81.4 – 91.0) CONTINUE

 2 No 13.3 (9.0 – 18.6) SKIP TO QN. 41

-7 N/A SKIP TO QN. 41 

Q40 Did you and the other party come to an agreement with the help of that organization? N=205

 1 Yes 63.5 (57.1 – 70.0) SKIP TO QN. 44

 2 No 36.5 (30.0 – 43.0) CONTINUE 

Q41 Did anyone at any other organization work with you and the other party to help you resolve 

your differences? N=442

 1 Yes 12.2 (8.9 – 16.1) CONTINUE

 2 No 87.8 (83.9 – 91.1) SKIP TO QN. 43

Q42 Did you and the other party come to an agreement with the help of that other organization? 

N=49

 1 Yes 35.2 (20.8 – 51.9) SKIP TO QN. 44

 2 No 64.8 (48.1 – 79.2) CONTINUE

Q43 Did you and the other party come to an agreement on your own, without the involvement of 

any other organization? N=426

 1 Yes 10.7 (7.8 – 14.3) CONTINUE

 2 No 89.3 (85.8 – 92.2) SKIP TO QN. 47

25
Q44 Did the agreement that resolved your differences require the other party to do anything that 

directly affected you? N=196

 1 Yes 62.0 (54.8 – 69.1) CONTINUE

 2 No 38.0 (30.9 – 45.2) SKIP TO QN. 46

Q45 Did the other party comply with the terms of that agreement that directly affected you? N=122

 1 Yes 92.1 (85.9 – 96.1) 

 2 No 7.9 (3.9 – 14.1) 

Q46 How satisfied or dissatisfied were you with the terms of the agreement between you and the 

other party? Very satisfied, somewhat satisfied, neither satisfied nor dissatisfied, somewhat 

dissatisfied, or very dissatisfied? (ROTATE ANSWERS) N=196

 1 Very satisfied 38.8 (31.7 – 45.9) 

 2 Somewhat satisfied 33.8 (26.9 – 40.8) 

3 Neither satisfied nor dissatisfied 3.5 (1.3 – 7.6) 

 4 Somewhat dissatisfied 6.8 (3.8 – 11.2) 

 5 Very dissatisfied 17.0 (11.6 – 23.7) 

-7 N/A (DO NOT READ) 

-8 Don’t know (DO NOT READ) 

Q47 How quickly or slowly did the attempt to settle or resolve your case go? From your 

perspective, was it very quickly, somewhat quickly, neither quickly nor slowly, somewhat 

slowly, or very slowly? N=548

 1 Very quickly 24.9 (21.1 – 28.7) 

 2 Somewhat quickly 21.2 (17.5 – 24.8)

 3 Neither 12.5 (9.5 – 15.9) 

 4 Somewhat slowly 11.6 (8.8 – 14.9) 

 5 Very slowly 27.3 (23.4 – 31.3) 

-7 N/A (DO NOT READ) 

 -8 DK 2.6 (1.3 – 4.5) (DO NOT READ) 

Q48 To what extent did you feel pressure to resolve your case? To a great extent, some extent, 

little extent, or no extent? (ROTATE ANSWERS) N=561

 1 Great extent 32.4 (28.2 – 36.6) 

 2 Some extent 15.1 (12.0 – 18.2) 

 3 Little extent 5.6 (3.8 – 7.9) 

 4 No extent 45.5 (41.0 – 50.0) 

-7 NA (DO NOT READ) 

 -8 DK 1.4 (0.5 – 3.0) (DO NOT READ)

26
Q49 IF “LITTLE EXTENT” OR HIGHER: Which of the following possible reasons explain why you 

felt pressure to resolve your case? Please answer yes or no to each reason. 

For Q49A to Q49G 

 1 Yes 

 2 No 

-7 NA (DO NOT READ) 

-8 DK (DO NOT READ) 

Q49A The first one is: I thought there was too much of a chance that I might lose? N=305

Percent Lower and upper bounds 

Yes 42.6 36.5 – 48.6 

No 56.6 50.5 – 62.7 

Don’t know 0.8 0.1 – 3.4 

Q49B I feared being evicted from the place I was living at the time? N=297

Percent Lower and upper bounds 

Yes 46.8 40.6 – 53.0 

No 53.2 47.1 – 59.4 

Don’t know

 

Q49C I did not feel that the staff handling my case was handling it very well? N=305

Percent Lower and upper bounds 

Yes 53.0 47.2 – 59.0 

No 45.3 39.5 – 51.2 

Don’t know 1.6 0.4 – 4.5 

Q49D Someone from a fair housing organization told me that I had a weak case? N=306

Percent Lower and upper bounds 

Yes 22.9 17.8 – 28.0 

No 76.9 71.8 – 82.0 

Don’t know 0.3 0.0 – 1.2 

Q49E Someone from a fair housing organization told me to settle? N=308

Percent Lower and upper bounds 

Yes 27.8 22.6 – 33.0 

No 72.0 66.7 – 77.2 

Don’t know 0.2 0.0 – 1.0 

Q49F I felt pressure to resolve my case because of financial reasons? N=309

Percent Lower and upper bounds 

Yes 37.6 31.7 – 43.4 

No 62.5 56.6 – 68.3 

Don’t know

Q49G Were there any other reasons? (SPECIFY:___Q49G (openend)___) N=309

Percent Lower and upper bounds 

Yes 55.3 49.2 – 61.3 

No 44.7 38.7 – 50.8 

Don’t know

27
Q50 The last few questions are on how you feel about the outcome of your complaint and the 

overall process you went through. 

Aside from how the process went, how satisfied or dissatisfied were you with the outcome of 

your case – in other words, the final decision that was made? Very satisfied, somewhat 

satisfied, neither satisfied nor dissatisfied, somewhat dissatisfied, or very dissatisfied? 

(ROTATE ANSWERS) N=565

 1 Very satisfied 22.2 (19.1 – 25.2) 

 2 Somewhat Satisfied 14.3 (11.4 – 17.3) 

3 Neither satisfied nor dissatisfied 4.2 (2.6 – 6.3) 

 4 Somewhat dissatisfied 7.7 (5.5 – 10.4) 

 5 Very dissatisfied 50.8 (47.0 – 54.6) 

-7 N/A (DO NOT READ) 

 -8 Don’t know 0.9 (0.3 – 2.2) (DO NOT READ) 

Q51 And how satisfied or dissatisfied were you with the whole process – how the complaint was 

handled by the fair housing agencies from the time you first presented your complaint, 

through investigation, and any attempts to come to an agreement? (ROTATE ANSWERS) 

N=573

 1 Very satisfied 26.4 (23.1 – 29.7) 

 2 Somewhat Satisfied 17.6 (14.1 – 21.0) 

3 Neither satisfied nor dissatisfied 4.5 (2.9 – 6.5) 

 4 Somewhat dissatisfied 13.1 (10.0 – 16.1) 

 5 Very dissatisfied 37.6 (33.6 – 41.6) 

-7 N/A (DO NOT READ) 

 -8 Don’t know 0.9 (0.2 – 2.4) (DO NOT READ) 

Q52 Based on your experiences, how likely would you be to file a fair housing complaint with the 

same fair housing organization if you experienced discrimination or were harmed by 

discrimination again? Would you be very likely, somewhat likely, about as likely as not, 

somewhat unlikely, or very unlikely to do this again? (ROTATE ANSWERS) N=575

 1 Very likely 47.4 (43.3 – 51.5) 

 2 Somewhat likely 9.5 (7.0 – 12.5) 

3 About as likely as not 2.8 (1.6 – 4.6) 

 4 Somewhat unlikely 8.2 (5.8 – 11.2) 

 5 Very unlikely 29.9 (26.0 – 33.9) 

-7 N/A (DO NOT READ) 

 -8 Don’t know 2.2 (1.2 – 3.9) (DO NOT READ) 

VER I’d like to verify the spelling of your name. 

1 Complainant 1

2 Complainant 2

3 Complainant 3

4 Complainant’ 4

5 Proxy/representative [Please Specify] 

28
CONTACT1 For quality assurance purposes, would you mind if the GAO contacted you in the 

future to discuss this interview? N=575

1 Yes (also collect best phone number) 93.1 (90.3 – 95.3) 

 2 No 6.9 (4.7 – 9.8) 

CONTACT2 Verify best phone number 

Q53 For our last question, what suggestions, if any, do you have for improving the way complaints 

about housing discrimination are handled – that is, what you would do to improve the 

process? (RECORD VERBATIM) N=574

 1 Enter comments: Q53 (openend) 77.8 (74.3 – 81.3)

 2 No comments 22.2 (18.8 – 25.7) 

That’s all the questions we have for you. Thanks so much for helping us with our study. 

(250262) 

29
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