2025 Resident Survey Results
Thank you to the 2,362 residents who took part in our 2025 Resident Satisfaction Survey. This represents 31% of households across Housing Choices Australia. The survey results remind us of the difference stable housing, strong communities, and supportive staff make in people’s lives. While there are some positive findings, the results also show we need to do better, particularly in how we communicate, respond to maintenance requests, handle complaints, and make sure residents feel heard. We are taking this seriously. These results are important, and they are already shaping the changes we are making to improve the delivery of services to you.
Overall satisfaction: 75 %
Condition of home: 77 %
Repairs and maintenance: 72 %
Residents’ rights upheld: 73 %
Communication: 71 %
Neighbourhood: 78 %
What you told us is working well Your home and neighbourhood Many residents told us their home and
What we need to improve Getting in touch with us We heard that it is not always easy to reach the right person or get a timely response. Communications Residents told us they would like clearer and more consistent
What we are doing
Fixing early issues with our contact centre to improve response times and make it easier to reach us. Increasing customer service and reception staff so there is more support available when you visit and contact us. Improving how we manage complaints, including a new Complaints Officer role, clearer processes, better updates, and staff training. Improving repairs and maintenance so issues are handled more quickly, and communication is easier and clearer.
neighbourhood meets their needs, including access to transport and services. Community and connection Stable housing and community connection continue to make a positive difference in people’s lives. Support from staff While it can sometimes be difficult to get in touch, residents told us they feel supported and listened to by our staff.
communication from us. Repairs and maintenance
Residents want faster repairs, clearer updates, and more consistent quality
in work carried out. Complaints process Some residents told us the
complaints process can be slow or unclear, especially around updates and timeframes. Being heard Fewer residents felt their views were listened to and acted on. We know this needs to improve.
We know there is more work to do, and we are committed to making real improvements in the areas you have raised. With our experienced survey partner CHIA NSW, we will hold focus groups with residents in every state and run short pulse surveys to hear more about your experiences and keep listening to your feedback.
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