2019 Tenant Survey Results

9 Aug 2019

In 2019 Access Housing engaged the Community Housing Industry Association of New South Wales to conduct our annual Tenant Survey between 29 April – 31 May. A census approach was used and all 1,776 households managed by Access Housing as at 29 April were invited to participate in the survey. This year we received 677 valid survey responses (a 36% response rate).

The findings and feedback from the survey showed a high level of satisfaction amongst tenants with regards to our overall performance, customer service, property maintenance and communication during the 12 months preceding the survey.

For the second year in a row, tenants gave Access Housing an excellent overall satisfaction rating of 90%. This rating is 15% higher than the satisfaction threshold set by the National Regulatory System for Community Housing. Other positive ratings included:

Condition of your home – 91%
Communication from Access Housing – 91%
Repairs: Staff helpful and attentive – 92%
Repairs: Contractor respectful and courteous – 93%
Overall satisfaction with repairs and maintenance – 88%

Thank you to all tenants that returned their completed survey to CHIA NSW before the survey closure date. Your feedback has helped us identify what is important to you and where we need to concentrate our improvements.

Congratulations to the following tenants who each won a gift card for completing the survey and returning it before the cut off date:

Theresa from East Cannington, Larry from Rockingham, Penelope from Balga, Deon from Joondalup, Alan from Kelmscott, Peggy from Australind, Malcolm from Bunbury, Yvonne from Waikiki, John from Wellard, Adrian from Kelmscott, Paul from Hamilton Hill and Sian from South Bunbury.

Please remember that you don’t need to wait until next year’s survey to give us feedback. If you want to tell us how we are doing, call your local Access Housing office or email us at info@accesshousing.org.au.