Continuing to Provide High Quality Services
Performance guidelines for the National and Victorian regulatory systems require that community housing organisations undertake a satisfaction survey of residents’ views every two years. Across the Housing Choices Group this survey is undertaken annually, as residents’ feedback is critical to how services are shaped and is carried out by an outside consultant to ensure transparency and independence. This investment is highly regarded by regulators and is in line with ethical principles in human research. Residents were asked for feedback on a range of issues including: overall satisfaction with services, property, location, maintenance, customer service, and how Housing Choices takes the views of residents into account. The survey results indicate that, nationally, 87 per cent of residents are happy with the overall service provided to them. This is consistent with national results from the previous year. In addition, residents had the opportunity to provide comments about the service. These ranged from positive feedback to suggestions for improvement. “It is fantastic that, in this climate of housing being so unaffordable, Housing Choices provides secure housing for so many people. I hope there are plans and funding available to increase the stock so more women and children who have experienced family violence, like me, have the opportunity to live in safe, secure long term housing.” Amongst the key findings were that 89 per cent of residents were satisfied or very satisfied with their property and 90 per cent with the location of their home. “The location is perfect and I love it. It is close to shops, parks, the beach and the bus stop to get to town.” Resident - Victoria
The repairs and maintenance service was rated highly, with 84 per cent of residents being satisfied with the maintenance of their home. In addition, 85 per cent reported that when they contacted Housing Choices they had a positive interaction with customer service. This is a one per cent increase from last year. “The service is excellent and staff are always nice to talk to and always happy to help and support me.”
Resident - South Australia
While these results are very good for Housing Choices, with an overall satisfaction rate of 87 per cent, the Housing Choices Group is committed to continuous improvement over the coming 12 months.
Resident - Tasmania
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Building for the future
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