Your resident satisfaction feedback: what we’re doing with it Housing Choices conducted a survey of resident satisfaction for 2017 and it was pleasing to see more residents taking part this year. The 2017 survey continued to measure satisfaction in five keys areas:
Community matters Community Development Ongoing Support Provided to Resident Community Groups
• Craft and Chat (Preston, Fortnightly)
• High St Garden Group (Preston, bimonthly)
• St John’s Garden Group (Chetwynd North Melbourne, monthly)
• Victoria Square Precinct Committee (Convened by Drill Hall Residents Association, bi-monthly)
• Mary Street Community Garden Committee (Preston, bimonthly)
• Satisfaction with property
Support in the form of attendance, assistance with materials, catering and promotion of groups and events. In 2017, the Resident Community Fund supported and helped deliver four community projects requested by residents in this financial year totalling approximately $8000 over 5 community projects.
• Satisfaction with location
• Satisfaction with maintenance
• Satisfaction with customer service
• Overall satisfaction
The key purpose in conducting the survey is to obtain information that will help us improve our housing and services for our existing and our future residents. The survey also ensures that Housing Choices meets the requirements of the Housing Registrars. 2017 saw a slight decrease (1-3%) across the board in all service areas, with the exception of Maintenance which remained the same at 80%. Despite this decrease, results remain high for resident satisfaction with overall service delivery of 82%.
Of which, completed projects include:
• Planting bee and BBQ project in Boronia
• Installation of community garden and outdoor seating at a transitional property for young people
• A disability challenge (Bobby Bajram Everest Climb)
• Installation of an irrigation system in an existing community garden
We are focusing on improving service in the following key areas during 2018:
• Christmas Day lunch (on Christmas Day) for elderly residents (Ebsworth House)
• Customer service
Projects which are yet to be completed, but funds have been approved:
• Resident contact with contractors
• Recreational equipment for a group home
• Improving maintenance and in particular, response times, reducing the number of multiple reports and improving the quality of repair works
• Screening fence for a community garden
• Common area beautification project in an inner city supported accommodation complex
• Develop a clear strategy on the way Housing Choices takes our residents’ views into account
• Improved partner relationships
We look forward to sharing with you what we have implemented to improve our service delivery in the coming months.
We highly value your feedback and thanks to all those that took the time to complete the survey.
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