Tenant Survey results point the way for change

April 4, 2022

Thank you to everyone who returned the Tenant Satisfaction Survey. Your feedback has helped us to identify what is important to you and where we need to improve. We received 741 surveys, a total of 39% of our tenant population, which is a very good response.

Overall, the results show a high level of satisfaction with property condition and the repairs and maintenance service, with both scoring higher than the national benchmarks. Other positive results include:

• Maintenance service and quality
• Location of home
• Suitability of home to circumstances
• Services available

Some areas that you told us to improve on were:

• Tenant involvement
• Ability to influence FHL’s decision making
• Overall complaint handling

We have already started working on these improvement areas. Late last year we created a new Committee of Residents and Tenants (CORT) which will be one of the key ways we seek tenant feedback, working alongside tenant representatives to improve service delivery and undertake consultation.

We hope the introduction of the CORT – and other more local involvement opportunities such as the introduction of local Roadshows with the Community Engagement Team and other managers – will address your concerns about improved involvement opportunities as well as providing much greater tenant involvement in decision making.

We have also introduced a new complaints management system which provides improved oversight of complaints, an independent administrator to oversee the responses and centralised tracking of issues and response times.

Congratulations to the following Foundation Housing tenants who each won a gift card for completing the survey and returning it before the cut-off date. Kevin from Falcon, Rachelle from Forrestfield, Max from Bedford and David from East Perth.

Remember you don’t need to wait until the next survey to provide your feedback. You can always speak with your Housing Coordinator or complete a Feedback Form on our website.

Tenant Survey Infographic