resident survey NATIONAL results
The top line
81% 80% 82%
Each year Housing Choices engages independent consultants to conduct surveys to understand our residents' views on satisfaction with our services. The results, reflecting the views of our residents, are used to inform the business strategy, business plans and all department plans to ensure we listen and are responsive. We know that if we continue to raise our residents’ expectations of Housing Choices we will raise our own aspirations as a community housing provider. Housing Choices consistently achieves high response rates with over 41% of our residents responding to the satisfaction survey in 2022. We are experiencing increasing response rates through digital technology - a key area that will influence future plans. Housing Choices would like to thank all residents who took the time to respond to the survey and those residents who are part of local focus groups for making sure that we are transparent and responsive to our residents' views.
overall resident satisfaction
are satisfied with our customer service
are satisfied with repairs and maintenance
81% are satisfied with their home
93% complaints resolved within 30 days
of all residents surveyed:
78% are satisfied with their neighbourhood 78% are satisfied their rights are upheld 78% are satisfied with the ease of getting in contact with the right person
Our Annual Complaints Report provides an overview of our performance in relation to complaints recorded by Housing Choices from 1 July 2021 to 30 June 2022. We view complaints as an important way of capturing feedback from our customers about the services we provide. Complaints provide valuable information about how we are performing and what customers think about our services. We define a complaint as a concern that something about our homes, services, our staff or how we handle complaints is wrong or not satisfactory. There is no time limit on when complaints can be raised with us. Over the year we received 163 complaints and were pleased to be able to resolve 92.64% of complaints within the regulatory threshold of 30 days. A key project for Housing Choices in the new financial year is to commission an independent review of our complaints management system. This will support us to continually evolve in complaints management.
73% feel their views are heard
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2021-22 annual report
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