Tenant Survey
The 2023 Tenant Satisfaction Survey is now closed. Thank you for providing your valuable feedback.
We will notify prize winners shortly.
The annual Tenant Satisfaction Survey gives our residents a chance to give us feedback on the services we’re providing.
An independent agency, the Community Housing Industry Association NSW (CHIA NSW), is managing the survey on our behalf so that all responses are completely anonymous.
Why complete the survey?
All tenants who completed the survey will be in the draw to win a consultation with an interior stylist and showroom furniture to the value of $2,000 supplied by Valiant Hire Furniture, $1,000 worth of showroom furniture supplied by Valiant, or one of four Coles Myer gift cards worth $250 each.
Your feedback informs how we deliver our services to you. Here are some examples of how resident feedback from the 2022 Tenant Satisfaction Survey has brought about changes:
- Residents said they wanted more ways to give feedback, so we added a new feedback mechanism to our website.
- Residents told us they didn’t understand how to appeal a decision, so we worked with our Tenant Voice Group to simplify our appeals policy in plain English.
- Residents asked for more help around simple repair issues, so we created a set of information resources and factsheets with useful tips and advice.
Tenant Satisfaction Survey
The Tenant Satisfaction Survey is a chance for City West Housing residents to provide feedback on the services we provide.
An independent agency, the Community Housing Industry Association NSW (CHIA NSW), manages the survey on our behalf so that all responses are completely anonymous.
This year’s results show strong satisfaction across our services, with City West Housing exceeding the key performance thresholds set by the National Regulatory System for Community Housing (NRSCH). We also outperformed the CHIA NSW industry benchmark on 11 measures.
Highlights include:
- 88% of tenants are satisfied with City West’s overall services – 7% above the industry benchmark
- 86% are satisfied with the condition of their home – 7% above the benchmark
- 85% are satisfied with our communication – 6% above the industry benchmark
The survey helps us improve our services
Resident feedback informs how we deliver our services, so we can improve but also keep doing the things we do well.
Here are some examples of how resident feedback from the last Tenant Satisfaction Surveys has brought about changes:
- Residents said they would like to see better communication around maintenance, so we have recruited new staff and updated our processes to provide more timely updates on repairs and maintenance through SMS messages.
- Residents told us we need to simplify our policies, so we have developed a range of short fact sheets and developed a Resource Hub on the website where residents can easily find policies, forms and fact sheets relevant for them.
- Residents asked for more input into decisions that affect them and the building they live in, so we introduced a new approach to block meetings by incorporating community engagement activities.
These block meetings have been redesigned to ‘Community Conversations’ with a focus on creating community, in addition to disucussions on how we can improve. we have also implemented a new process to gather information on positive practices to
determine what CWH should keep doing.
Interested in getting more involved?
Join us in building a stronger City West Housing community.
Here are some ways you can get involved:
- Become a member of the Tenants’ Voice Group
- Join the Ageing in Place Working Group, for residents aged 60 years and older
- Attend the Annual Resident Forum in October
- Check the calendar for upcoming activities, workshops and events
- Find links to services and employment opportunities for First Nations people
