As well as providing this year’s comparable satisfaction rating of 85 per cent, the survey gave residents the opportunity to comment on their experience of Housing Choices. This ranged from positive feedback to some very frank suggestions for improvement:
Our Performance RESULTS OF THE ANNUAL RESIDENT SATISFACTION SURVEY
Performance guidelines for the national and Victorian regulatory systems require that community housing organisations undertake a satisfaction survey of their residents every two years. Housing Choices chooses to conduct a Resident Satisfaction Survey annually because it considers that residents’ feedback is critical to the design and delivery of services. The survey process is managed by an external consultant to ensure transparency and independence. This investment is highly regarded by regulators and the survey is conducted according to ethical principles governing human research. Residents were asked for feedback on a range of issues, including overall satisfaction with services, property, location, maintenance and customer service. They were also asked how Housing Choices had responded to residents’ views. This year’s survey results show that 85 per cent of our residents are happy with the overall service that Housing Choices provides to them.
Although overall satisfaction was slightly lower than in the previous year, we were encouraged by the results because we had more than 1,200 residents participating in the survey. Our Repairs and Maintenance service was rated highly, with 83 per cent of residents expressing satisfaction with the maintenance of their home, while 84 per cent reported that when they contacted Housing Choices they had a positive interaction with customer service. This is a one per cent increase on last year’s result. We value highly the feedback that we receive from our residents as it assists us to focus our future efforts. We use it to drive improvements in our customer service delivery and maintenance strategies. This is particularly important at this time as we are looking to increase our national service delivery in these important areas. As we expand we will implement new and efficient methods through which our residents can contact us, provide feedback and share information.
Housing Choices has always been there to help me with any immediate housing matters at any time of the day. I am very happy with Housing Choices and very thankful for your help and assistance . Resident - Victoria Mellor Street is the first place I have lived in where I feel safe, secure and have a friendly sense of community. The building itself is built extremely well, and facilities are well above expectation! Resident - South Australia
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Growing Our Impact - Annual Report 2016-17
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