2023/24 Resident Survey Actions
At Housing Choices, we value the feedback from our residents and are committed to addressing your concerns. In the last edition, we shared the results from our national resident survey. This edition, we are excited to share some of the actions we are taking to address your feedback nationally and locally.
Complaints handling improvements Following our national complaints management review, we are currently implementing a range of recommendations to improve our complaints handling and create national consistency around how we handle complaints about our staff and services. This includes updating policies and procedures, how we record complaints data and how we communicate to residents during the complaints process.
Improving satisfaction for Aboriginal and Torres Strait Islander residents Housing Choices Australia is continuing our commitment to reconciliation and have launched our Innovate RAP which will contribute to improving service delivery and outcomes for First Nations residents and organisations which we work with. Housing Choices WA is also developing a First Nations art program to provide ongoing funding and support for First Nations residents to build meaningful relationships and promote wellbeing. Responding to tenant priorities In the 2023 survey residents expressed the most interest in social activities and tenancy related activities where they could ask questions about maintenance, rent review and how to manage neighbour issues. In response to this Housing Choices WA is running more regular rent and maintenance sessions in more areas. We are also developing a neighbour dispute handbook and online resource to assist tenants with neighbour issues. To meet the demand for social activities we’re holding a series of small events at local community organisations to actively connect residents socially alongside our annual end of year lunches and family BBQ.
Addressing neighbourhood issues Housing Choices aims to build inclusive communities and address neighbour issues through the development of a national placemaking strategy. We are actively consulting with staff and residents to create this framework and are working with leading placemaking consultants Village Well. Housing Choices WA is also reviewing our mediation partnership to see how we can encourage more residents to undertake subsidised mediation to resolve neighbour issues.
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