Frequently Asked Questions

What is the Tenant Satisfaction Survey?

The Tenant Satisfaction Survey (TSS) is a way for the Aboriginal Housing Office (AHO) to increase their understanding of the quality of housing services that are delivered to Aboriginal people in the Aboriginal community housing sector from the point of view of tenants. 

Why the tenant survey?

Understanding how services are delivered is very important. The TSS will help the AHO to understand where improvements are needed so it can work with Aboriginal Community Housing Providers (ACHP) to enhance the quality of services, develop support programs and capacity building initiatives.

What information is required and why?

Tenants will be asked to express their views on the services delivered by their ACHP, including quality of housing services, customer services and repairs and maintenance.

How will the tenant survey be carried out?

The survey will be a face-to-face interview of tenants. This means that trained interviewers (Aboriginal wherever possible), will arrange to visit and interview tenants and complete survey questionnaires.

Who will undertake the survey?

The AHO has appointed an external and independent contractor, Roy Morgan Research which has lots of experience in Aboriginal social housing tenant surveys.

Will the survey measure the performance of individual housing providers?

The tenant survey is not designed to measure the performance of individual providers. Rather, it is designed to collect information on the sector as a whole. The sample of tenants selected for the survey will not be statistically reliable for measuring individual provider's performance.

Will the survey be used to judge the performance of the Aboriginal community housing sector?

No. The information collected as part of the survey will be used to inform the AHO of the quality of housing services in the Aboriginal housing sector. It will not be used to judge the performance of the Aboriginal community housing sector.

Will the information collected be made available to housing providers?

The information about any individual tenant or ACHP will be kept confidential and will not be shared with housing providers.

Will the housing provider or AHO know what the tenant said in the survey?

No. The responses are anonymous which means that the consultant will not record the details of the tenant next to their responses.

Will the results of the survey affect decisions on repairs and maintenance funding for individual housing provider?

No.

Is the survey a part of the Provider Assessment and Registration System (PARS)?

No.

Does the survey have any connection with head leasing (by any housing provider that chooses to do so)?

No.

For further enquiries about the tenant survey, please call the AHO on (02) 8836 9436.