Tenant Satisfaction                                       |  PORTAL HOME  |  BACK | 

The 2002 Community Housing National Social Housing Survey asked tenants to rate their overall satisfaction with the service provided by their community housing organisation. A total of 1,916 community housing tenants were surveyed, representing 31% of the tenants sample. The following findings emerged as a result of the survey:

Tenants' overall satisfaction

• Nationally, 40% of community housing tenants stated they were very satisfied overall with the service provided by their housing organisation.
  
  
• A further 37% stated they were satisfied with the service provided, thus in total 77% of tenants expressed satisfaction.
  
  
• Only 10% of tenants expressed that they were dissatisfied with the service provided.
  
  
• Tenants living in shared houses were significantly less satisfied than those in detached or attached houses or in self-contained units.
  

Satisfaction with Specific Aspects of Service

• The highest level of satisfaction was reported for location of the home.
  
  
• High levels of satisfaction were reported for treatment by staff and non-maintenance related services with 43% of tenants very satisfied and less than 10% dissatisfied with each aspect.
  
  
• Seventy seven percent of tenants were satisfied with the condition of their home and 13% dissatisfied.
  
  
• The highest level of dissatisfaction was associated with maintenance services, with 20% dissatisfied. However, 64% of tenants were still satisfied.

Which Aspects of the Home and Service Matter Most to Tenants?

Analysis of the 2002 community housing National Social Housing Survey identified that tenant's overall satisfaction with community housing is most influenced by the way they are treated by the organisation staff.  Availability of clear information was the next most influential aspect. These results show that tenants' overall satisfaction is influenced by the manner and helpfulness of the staff more than the quality of their home.

The next greatest influence was condition of the home, followed by involvement in the organisation and provision of support/referrals.

For further comments or queries contact chfa@chfa.com.au                                                  Last revised 11th May, 2005