We would again like to thank everyone who took the time to complete and return the 2023 tenant satisfaction survey and share some of the results with you.
Your feedback helps us understand what we do well and areas we can improve on over the next two years.
41% of our tenants completed the survey and said…
What we do well:
- 90% of respondents are satisfied with the quality of our housing services
- 86% of respondents are satisfied with the overall condition of their home
- 88% of respondents are satisfied with our repairs and maintenance services
- 92% of respondents are satisfied that we uphold your rights
What we improved on since the 2021 survey:
- 9% more respondents reported they knew how to make a complaint
- 6% more respondents reported they knew how to appeal a decision
- 13% more respondents reported they are satisfied we listen and act on tenants view
Some things for us to work on…
Your Top 3 and Our Plan
1) Improve complaints and appeals knowledge
- Review all forms and fact sheets that communicate decisions and include information on how to appeal a decision.
- Continue to publish information in every newsletter.
- Provide YourPlace Housing staff refresher training.
- Discuss and reinforce tenant rights to complain or appeal at the first routine inspection for new tenancies.
- Publish brochures for distribution to all tenant households.
2) Improve our communication with tenants when maintenance work is not completed straight away
- Regular post-maintenance survey phone calls.
- Review procedures to better communicate with tenants when maintenance is deferred or delayed.
- Redesign work orders to ensure instructions to contractors are clearly communicated.
3) Engage you in our decision-making
- Engage an independent consultant to have conversations with tenants about their housing experience.
- Set up a Tenant Advisory Group (Scrutineers) to consult with us on major policy change, communication, housing designs and other topics of interest to the group.
- Hold roadshows on various topics in various locations to provide opportunities for tenants to be involved.