Satisfaction with additional services during the COVID‑19 pandemic
To understand social housing tenants’ satisfaction with the housing organisation during COVID‑19, respondents were asked additional questions about specific services as listed in the box below.
Additional question about satisfaction during COVID‑19
Information about social housing tenants’ satisfaction was obtained from responses to the question:
“Thinking about services that your housing organisation provided during COVID‑19, how satisfied were you with:
- Delivery of usual services during COVID‑19 (e.g. maintenance, lease renewal, rent review)
- COVID‑19 health information or advice provided by your housing organisation
- COVID‑19 related financial assistance provided by your housing organisation (e.g. rental relief or emergency payment)”
Respondents indicated their satisfaction by selecting either:
- Very satisfied
- Neither satisfied nor dissatisfied
- Very dissatisfied
- Not applicable.
Satisfied refers to ‘satisfied’ or ‘ very satisfied’ responses. The term satisfaction rate is used in this chapter to refer to the proportion (%) of social housing tenants who were satisfied with the overall services provided by their housing organisation.
In 2021, 75% (almost 3 in 4 tenants) of social housing tenants in Australia were satisfied with the usual services provided by their housing organisation during the COVID‑19 pandemic (Table S6.1). However, satisfaction rates were lower for COVID‑19 health information (70%) and COVID‑19 related financial assistance (59%) provided by housing organisations.
Tenants in Queensland were significantly more satisfied with the delivery of usual services (83%) and health information (79%) provided by their housing organisation than tenants in the rest of Australia. Likewise, social housing tenants in Queensland (66%), as well as Western Australia (70%) were both significantly more satisfied with COVID‑19 related financial assistance than tenants in the rest of Australia.
Broadly, these results are consistent with the overall results. These results may also reflect impacts of the COVID‑19 health policies, such as, the impact of public health restrictions (lockdowns) on tenants and providers.
'During COVID‑19 I have been kept well informed with up to date information as it came to hand.'
'They rang me to advise me that they had incorrectly charged me rent during COVID lockdowns and refunded me what they owed me.'