Tenant Survey

This year is the second year we’ve engaged CHIA NSW to conduct our annual Tenant Satisfaction Survey. We’re happy to see improvements in various areas including ability to influence decision making and tenant involvement which have increased by 11% and 9% respectively. You can see the full 2019 results below.

The aims of the survey are to:

  • Establish levels of tenant satisfaction with our services
  • Benchmark performance levels against other providers
  • Inform future service delivery improvements

2019 Key results:

PERFORMANCE OVERVIEW

  • 90% Satisfaction with housing services overall
    (above the 75% benchmark)
  • 87% Satisfaction with Property condition (above the 75% benchmark)
  • 82% Satisfaction with repairs and maintenance (above the 75% benchmark)

COMPLAINTS AND APPEALS

  • 74% were satisfied with how easy it was to make a complaint
  • 66% were satisfied with the information and advice provided by staff
  • 58% were satisfied with being kept informed about the progress of the complaint
  • 52% were satisfied with the speed with which the complaint was dealt with
  • 58% were satisfied with the outcome of the complaint
  • 58% were satisfied with the way the complaint was dealt with overall (above the benchmark of 50%)

HOME AND NEIGHBOURHOOD

  • 95% transport in their area
  • 93% suitability of their home to their circumstances
  • 92% services available in their area
  • 89% neighbourhood as a place to live
  • 90% size of their home
  • 90% safety of their home

HOUSING SERVICES

  • 84% value for money
  • 86% rights as a tenant upheld
  • 89% life has improved since living in a CWH property

REPAIRS AND MAINTENANCE

  • 88% said that repairs staff were helpful and attentive
  • 89% were satisfied that the contractor was respectful and courteous towards them and their property
  • 85% said that their call was answered in a timely manner or their message was returned promptly
  • 86% said that the contractor called to make an appointment
  • 82% were satisfied that dirt and mess was kept to a minimum
  • 78% were satisfied with the quality of the repair work overall (compared to a benchmark of 77%)
  • 71% were satisfied with how long it would take to make the repair

COMMUNICATION & ENGAGEMENT

  • 92% information provision
  • 88% communication
  • 81% tenant involvement
  • 72% listening to residents views and acting on them
  • 60% ability to influence decision-making

Where we can improve

Overall this is a positive set of results. In comparison to the NRSCH thresholds, CWH comfortably outperformed the thresholds for overall satisfaction (by 15%) and condition of home (by 12%). Satisfaction with repairs and maintenance was over the NRSCH threshold (by 7%), an increase of 5% since 2018. Areas where we can improve our service delivery and our overall resident experience, such as:

1. COMPLAINTS AND APPEALS:

While overall satisfaction with complaints handling has increased itt is still an area of improvement for CWH. Ease of making complaints, speed in which complaints are dealt with and how residents are kept informed during the process are all areas where scores have decreased compared to the last annual survey.

2. CONDITIONS OF THE HOME:

Overall condition of the home scored at 87%. While this is 12 points above NRSCH benchmark, it’s a 1% decrease from last year’s results.

So what are we doing?

1. COMPLAINTS AND APPEALS:

  • The new Resident Handbook is in its final stages and will include a clear and easily accessible complaints and appeals section.
  • We are also reviewing our process internally to see where we can improve and developing a customer service charter which will set out what residents can expect from us.

2. CONDITIONS OF THE HOME:

  • CWH will continue with its program of responsive, cyclical and lifecycle works to maintain and improve properties. These include painting projects, kitchen upgrades and replacements and upgrades of common areas.
  • We will continue to conduct annual inspections for each property, identify any emerging issues and prepare a suitable response.
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