17806 Annual Report 2021.indd

The challenges of drought, bushfires,

floods and now COVID-19 have certainly reaffirmed the importance of having a home to stay healthy and well.

Tenant Satisfaction Survey Thank you to all of our Community Housing tenants who participated in the Tenant Satisfaction Survey. The Community Housing Industry Association (CHIA) conduct these surveys every two years. CHIA provides critical feedback about what we are getting right and, significantly, where we can improve. 87% of our tenants are satisfied with the services received (this is an increase from the 83% result in 2018 and above the standard expected of community housing providers). There has been a vast improvement in the way we manage complaints, increasing from 44% in 2018 to 76% in the latest survey. We are pleased to see this improvement and will continue to improve our complaints management process in the future. Overall satisfaction with our repairs and maintenance service remains a very high 84%.

Everybody’s Home There are more than 116,000 people in Australia, including 800 in the federal electorate of Page, who don’t have a safe, secure place to call home on any given night. The harsh reality is that homelessness is increasing. Momentum Collective participated in the Everybody’s Home campaign, calling on the government to create more social and affordable housing. Lismore’s state MP Janelle Saffin, and Lismore City council’s Deputy Mayor Darlene Cook, attended a Homelessness Week event hosted by Momentum Collective, and both signed the Everybody’s Home campaign social housing pledge. The pledge supports the building of 30,000 social housing units over the next four years across the country to help end homelessness. Events were also held in Casino and Tweed, where Tweed Council’s Deputy Mayor Chris Cherry attended and signed the pledge. Tweed Mayor Katie Milne also signed the pledge in support of the campaign as did the Mayor of Richmond Valley Council Robert Mustow, Mayor of Clarence Valley Council Jim Simmons, MP for Richmond Justine Elliot as did Ballina’s Tamara Smith.

Annual Report 2020-21 | 21

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