'My housing organisation responds promptly to requests and really encourages us to build a sense of community. They are very supportive of our needs as individuals and a community.'
'They are very responsive and I can contact them directly. They are thorough and prompt and generous with what they do to help us.'
'We have more stability, harmony and gratitude thanks to living in affordable housing.'
– Community housing tenants
'Public housing was the best thing that happened for me, it has given me a home. For many years I lived on the streets and now I have my own home and am very happy here. Thank you so much.'
'Overall the service which has been given has been excellent in terms of punctuality, quality and the caring towards the elderly.'
– Public housing tenants
'As soon as I contact them, it's easy for me talk to someone and it's quick service for what I need and easy help for me, thank you so much for helping me always.'
'I was looked after extremely well by office staff through the situation leading me to go into social housing. The house was very clean and in great condition.'
– SOMIH tenants
Tenant satisfaction with overall services provided by their housing organisation refers to whether tenants are generally happy with the services they received. It is a reflection of whether providers are delivering high quality social housing services while also capturing tenants’ perspective on aspects of social housing.
This section presents estimates of the proportion of social housing households who were satisfied with the overall services provided by their housing organisation. The estimates were calculated by applying weights to the NSHS sample responses. For more information on the NSHS methodology, see the technical notes.
NSHS question about overall satisfaction with housing services
Information about social housing tenants’ satisfaction was obtained from responses to the question:
'In the last 12 months, how satisfied were you with the overall services provided by your housing organisation?'
Respondents selected from the following:
- Very satisfied
- Neither satisfied nor dissatisfied
- Very dissatisfied
- Not applicable.
Satisfied refers to ‘satisfied’ or ‘very satisfied’ responses.
The term satisfaction rate refers to the proportion (%) of social housing tenants who were satisfied with the overall services provided by their housing organisation.
Satisfaction varied between states and territories
'Our accommodation manager is excellent. She responds very quickly to queries and issues and is happy to spend time with residents to ensure that everyone is happy with the result.'
'Because we are living in social housing we are treated like second class citizens and talked down to.'
'They are always open to discuss issues/concerns with me and follow up with courtesy phone calls or alternatives, such as to arrange a home visit.'
Almost three–quarters (73%) of tenants were satisfied with the overall services provided by their social housing organisation in 2021. The satisfaction rate varied by state and territory, with satisfaction highest among tenants in Queensland. Across all social housing programs (Figure Satisfaction.1, Table S1.1):
- Queensland had the highest satisfaction rate at 83%, followed by Western Australia (80%), Northern Territory (79%), South Australia (79%) and Tasmania (76%).
- New South Wales and Victoria both had a satisfaction rate of 68% and the Australian Capital Territory had the lowest overall satisfaction rate at 64%.
Figure Satisfaction.1: Tenant satisfaction (%), by housing program, states and territories, 2014 to 2021