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Customer Satisfaction Survey Results

POSTED BY:Christine Chiarella December 16, 2021 CATEGORIES:All

Housing Plus conducted our annual Customer Satisfaction Survey earlier this year and we sincerely thank those who provided us with valuable feedback. The survey provides the opportunity for you to let us know what we do well and where we can improve. It provides us with a better understanding of what is important to you so we can plan and adapt our organisation to better service and support you.

From an industry perspective, the results are extremely positive particularly considering that we have been operating remotely during the COVID-19 pandemic for the better part of 18 months. This in turn has driven considerable change and re-engineering of our processes and service delivery. We are pleased to advise that Housing Plus exceeded all benchmarks set by Community Housing Industry Association (CHIA) NSW, the industry peak body for community housing providers in NSW and NRSCH, the National Regulatory System for Community Housing, by up to 10% with the three key measures being; repairs and maintenance, condition of home and overall satisfaction.

The survey also seeks to determine what is of key importance to you so we can continue to seek out funding support and opportunities to improve living conditions and wherever possible reduce the running costs of your home. Our cyclical and legislated safety inspections are paramount to ensuring that homes remain safe and secure and while we have had to limit repairs and maintenance to emergency repairs during the pandemic, safety always comes first. Energy efficiency and thermal comfort have been a key focus for Housing Plus over the past 2 years,
having recently completed several initiatives to help you reduce energy bills and improve the thermal comfort of your homes. Co-funded by Housing Plus, the NSW Home Energy Action Plan (HEAP) as well as the Federal government the energy efficiency upgrades and rooftop solar installs have been completed to ensure residents stay comfortable both in winter and summer whilst using less energy as well as the addition benefit of a reduction in energy bills.