Resident survey results: The survey results indicate that, across all states, 85% of residents are happy with the overall service we provide. Although overall satisfaction is slightly lower than this time last year, we are encouraged include improvements to our customer service and approach to maintenance. We will be looking closely at some new ways to connect with you and share information. Overall Satisfaction 2017 50% 40% 30% 38% 44%
20%
by the results as we have more than 1,200 residents contributing; a greater number of respondents than we have in previous years. We highly value your feedback, as it informs our future focus which will
We gave you the opportunity to provide comments about your experiences. These ranged from positive feedback to suggestions for improvement. Some examples from Victoria included:
9%
10%
4%
4%
0%
Very Dissatisfied
Dissatisfied
Neither
Satisfied
Very Satisfied
“I’m with Housing Choices since 2011. Housing Choices understands individual circumstances. thanks to the entire team of Housing Choices to look after us!” “The warm, friendly, kind, caring and professionalism shown to my family and myself as tenants and people as a whole is outstanding. It makes me feel safe.”
“It would be good if maintenance would fix problems so it wouldn’t reoccur three times due to wear and tear, but otherwise satisfied.” “I am very lucky to have this little unit as my home: beautiful views, close to shops and restaurants, the unit has a great simple interior design.”
Satisfied and Very Satisfied with HCA taking account of tenants’ views
Satisfied and Very Satisfied with Maintenance
80%
85%
74% 74%
75%
80%
73%
72% 72%
70%
75%
68%
65%
70%
2011
2012
2014
2015
2016
2017
2011
2012
2014
2015
2016
2017
Satisfied and Very Satisfied with Property
Agree/Strongly Agree with Social Impact Statements
95%
100%
80%
77%
80%
67% 67% 66% 69%
90%
88%
60%
87%
86%
86%
86%
40%
85%
20%
83%
0%
80%
2011
2012
2014
2015
2016
2017
Sense of security
Belonging to a community
Health
Family relationships
Financial position
Peace of mind
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