Above: Residents at focus groups in Melbourne with facilitator Aley from CHIA NSW.
Listening and learning from residents
In our last newsletter, we shared the results of our 2025 Resident Satisfaction Survey and the actions we were taking. Since then, we have continued listening to residents through our recent pulse survey and resident focus groups. Resident focus groups In May we held 10 resident focus groups across Australia with new and long-term residents. In Victoria we held three focus groups in Melbourne’s CBD. These groups were run by an independent organisation, Community Housing Industry Association NSW (CHIA NSW). The groups discussed important topics raised in the
compared to our 2025 Resident Satisfaction Survey, where 71% of
August and look forward to sharing the findings with you. Pulse Survey results In June we sent a short online survey to a sample of our residents. The survey asked about your most recent contact with us and how you found our communication and customer service. Key Results 1,400 households completed the survey 78% said staff were helpful 84% said staff treated them
residents were satisfied with communications and 69% were satisfied with response times. We also received positive feedback about the helpfulness of staff, face to face interactions and enquires around inspections, maintenance, resident groups and offers of housing. What you said we could do better We also heard that we could improve your experience when communicating with you by email, about feedback or complaints, debt and repayments, and about the outcome of your enquiry. What’s next? The feedback from our surveys and focus groups will be reviewed to help improve our services.
with respect and professionalism 73% said staff clearly
explained the process or information
72% were satisfied with response times 70% felt their enquiry was handled well 64% were happy with the outcome of their query What you said we did well We heard that residents are seeing improvements
2025 survey including: ∞ what good housing service looks like ∞ what works well and
what could be improved
∞ tenant rights ∞ communication ∞ customer service Thank you to the residents who took part in these groups. We’ll receive a report in late
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