Survey says tenant satisfaction is high

8 Sep 2016

Access Housing conducted its annual Tenant Survey mid-year to gauge levels of satisfaction amongst tenants, with regard to the services we provided to them over the preceding 12 months.

The aim of the survey was to identify how Access Housing’s services were valued by tenants, the level of their satisfaction with the different elements of the housing and related services they received and to assess where improvements are necessary based, on this feedback. The feedback will also help to influence Access Housing’s future strategic and operational directions.

New South Wales Federation of Housing Associations was appointed by Access Housing to carry out the survey on the company’s behalf this year.

The survey was distributed to more than 1,600 tenants. In total, 581 valid responses were received during the survey period of 30 March 2016 – 6 May 2016, which increased this year’s response rate to 35%.

The results of the 2016 survey were positive, with tenants giving Access Housing an excellent overall combined satisfaction rating of 87%. 

  2016 Satisfaction Rate
Overall satisfaction with Access Housing / Housing Services 87%
Property condition of your home 90%
Communication from Access Housing 87%
Overall satisfaction with communication with Access Housing 88%
Staff helpfulness in relation to the last maintenance request 90%
Repairs and maintenance services 88%
Repairs done by the contractor 87%
Maintenance Hotline 82%
Listening and acting on tenants views


Congratulations to the following tenants who each won a gift card for completing the survey and returning it to NSW Federation of Housing Associations before the closing date;

Christopher from Boyanup, Julie from Armadale, Tania from Kelmscott, Robert from Balga, Rochelle from Greenfields, Patricia from Bibra Lake, Barbara from Coolbellup, Harry from Wellard, Jennifer from Mandurah, Evelyn from Secret Harbour, Elizabeth from South Bunbury and Lynette from Bunbury.

Access Housing extends its thanks and appreciation to the tenants who took the time to complete and return the survey. We highly value the feedback we received.

Access Housing will keep you updated regarding the improvements to our services, based on your feedback, in the near future via our tenant newsletter.