Fair Housing: Annotated Complainant Survey (31-OCT-05,		 
GAO-06-81SP).							 
                                                                 
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 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.			 
-------------------------Indexing Terms------------------------- 
REPORTNUM:   GAO-06-81SP					        
    ACCNO:   A42518						        
  TITLE:     Fair Housing: Annotated Complainant Survey 	      
     DATE:   10/31/2005 
  SUBJECT:   Claims processing					 
	     Customer service					 
	     Discrimination					 
	     Grievance procedures				 
	     Housing						 
	     Internal controls					 
	     Investigations by federal agencies 		 
	     Noncompliance					 
	     Records management 				 
	     Standards						 
	     Surveys						 
	     Timeliness 					 
	     HUD Fair Housing Assistance Program		 
	     HUD Title Eight Automated Paperless		 
	     Tracking System					 
                                                                 

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**                                                              **
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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 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.

                       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

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

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:___________________

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

Decision rule:

               1-Investigation on own 2-Investigation w/  3-No investigation  
                                      other               
1-Intake on Terminate now          Skip intake, Do     Terminate now       
own                                investigation, Do   
                                      conciliation: Go to 
                                      section E and       
                                      continue            
2-Intake w/ Do Intake, Skip        Do all: Go to       Do intake, Skip     
other       investigation, Do      section E and       investigation, Do   
               Conciliation: Go to    continue            conciliation: Go to 
               section E and continue                     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.

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                      

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                       

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                           

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)

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)

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)

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)

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                        

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                     

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)

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                        

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)

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                   

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                    

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                     

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                  

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)

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

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)

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                           

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]

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)

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