Actioning tenant survey feedback in 2023
Last year, more than 600 Housing Choices WA tenants completed our 2022 Tenant Survey, and we are excited to share what actions we are taking to address issues you raised in the survey.
Improving communications You told us that we
Improving complaints handling You said we could improve how we are handling complaints against our staff and our services. Based on this feedback, Housing Choices Australia has undertaken a national review of our complaints process. As a result of this review Housing Choices has 25 recommendations to implement to improve our complaints processes including reviewing policy, developing new resources, creating a national complaints management system and more. In each state, the tenant advisory committee and our broader community of tenants will get the opportunity to be involved in actioning these recommendations to help co-design our national complaints process.
Addressing anti-social behaviour You said that anti-social and nuisance behaviour was a big issue, and you were concerned about safety, security and how anti-social behaviour issues are handled. Some of the actions we are taking include: • Trialling a mediation service for tenants who have a neighbour dispute. • Developing resources on where tenants can go for help to deal with these issues. • Trialling Police and Council Community Safety Meetings for tenants. • Reviewing our anti- social behaviour policy nationally.
could improve our communications by providing more information about maintenance, rent and other tenancy topics, as well as being able to get your queries answered in a timely manner. To address these issues, we are going to: • Continue to review our letters based on the principles tenants developed in 2022. • Run maintenance and rent information sessions for tenants. • Upskilling our Tenancy Assistants to answer your queries if your Tenancy Officer is not available.
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