Tenant satisfaction with social housing services

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‘I am usually very satisfied with all contact I have needed to make with my housing organisation. The staff have always been efficient, friendly, helpful and considerate in any situation that may arise. They do not cause you to feel uncomfortable or nervous’. 

‘Satisfied with Housing Managers and with general maintenance. Dissatisfied with the difficulty phoning Housing out of hours in an emergency, as well as bringing living/housing conditions up to date (e.g. replacing very old, worn & ripped flooring, putting in solar, installing either roller shutters or artificial double glazing for insulation & thus reducing power costs as well as for security)’.

‘Very slow in responding to complaints. I have to talk to different people and different housing officers. When following up on reports I get different responses and information’. 

‘Very good area close to friends and family’. 

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, Satisfied, Neither satisfied nor dissatisfied, 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.

Overall satisfaction has declined

The overall satisfaction rate of 69% in 2023 decreased from 73% in 2021. This followed a decline in the satisfaction rate between 2018 and 2021 of 2.3% which indicates a shifting trend from the steady (albeit modest) increase in overall satisfaction between 2014 and 2018 (Figure Satisfaction.1, Table S1.1). 

Across all housing programs, tenant satisfaction decreased in all states and territories except the Australian Capital Territory between 2021 and 2023. Public housing was the largest contributor to the decline, decreasing from 72% in 2021 to 67% in 2023. Community housing tenant satisfaction decreased from 76% in 2021 to 75% in 2023, whilst satisfaction with SOMIH increased from 65% in 2021 to 68%. 

Satisfaction varied between states and territories

‘Every time I call my housing organisation, they are always there to help me.’

 ‘Everything needs to be followed up with the housing provider for months on end. Doesn’t matter how many emails you send or how many times you speak to the tenancy officer nothing gets done. I currently have 2 matters that I have been trying to rectify for coming up on 3 months; it’s a joke.’

 ‘I am really grateful to have this opportunity to reside in social housing. I've had the privilege of living here for the past few years and during this time there haven't been any issues in communication or organising to have maintenance services or repairs carried out. Cost of living is tough for people, but I feel lucky for the housing subsidy and I wouldn't think I would be able to live here without it!’

The satisfaction rate for 2023 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 80%, followed by Western Australia (78%), South Australia (74%), Tasmania (73%) and the Northern Territory (71%).
  • The Australian Capital Territory had a satisfaction rate of 66%, and Victoria and NSW had overall satisfaction rates of 64% and 61% respectively.

Figure Satisfaction.1: Tenant satisfaction (%), by housing program, states and territories, 2014 to 2023

This interactive bar chart shows the tenant satisfaction rate has declined for all housing programs since 2014 aside from SOMIH which has increased. 

Satisfaction varied between programs

‘My housing manager is great. If I have any issues she gets onto it straight away and the services are prompt and good quality. Ever since I used to be homeless social housing has been a blessing, probably saved my life I am very grateful.’

‘No replies to emails for maintenance requests. Requests for some maintenance ignored. Unfriendly property manager.’

‘They’ve been pretty prompt when we’ve rung up, it’s easy to contact them and you don’t get a machine, you get a real person.’

‘Even when I put in paperwork about health concerns they don’t respond at all. I have complained about dogs but have no adequate fencing.’

‘Total lack of maintenance of home, even emergency repairs are done cheaply and corners cut where possible.’ 

‘Staff are friendly and willing to help. Maintenance takes place as requested. Inspections take place, rent is deducted from disability support pension through Centrelink and this is trouble free.’

Nationally, tenants in community housing had a higher satisfaction rate (75%) than SOMIH (68%) and public housing (67%) in 2023. This pattern was observed in most states and territories except for Tasmania, where the satisfaction rate was highest for SOMIH (76%), then public housing (75%) (Figure Satisfaction.1, Table S1.1). For the Northern Territory, public housing was the only housing program in scope for the NSHS. 

Satisfaction rates with public housing ranged from 53% in New South Wales to 80% in Queensland. Satisfaction rates with community housing ranged from 71% in Tasmania and New South Wales, to 87% in Western Australia. For SOMIH, satisfaction among tenants in New South Wales (60%) was lower than Queensland (77%) (Figure Satisfaction.1, Table S1.1).

It is important to note that the variance among social housing programs is related to other factors. For further details on the underlying factors that explain the variation in satisfaction rates among social housing programs see Factors significantly associated with tenant satisfaction.

‘Services not happening as quickly as they used to in the past. Also, no contact before they come can be a nuisance and waste of time if no one home, thus having services come out again.’ 

‘Very dissatisfied as there has been a lack of communication between call centre, housing organisation and contractors. Work has not been completed and I’m still waiting for an upgraded kitchen after 3 and a half years.’

‘Unhappy with major repairs needing to be fixed.’

Satisfaction varied by priority group

Some tenants have specific needs. The following section provides results for selected priority populations compared with households who were not in that priority group. 

Satisfaction was lower for Indigenous households

Across all housing programs, satisfaction was lower for Indigenous households when compared with non-Indigenous households. The difference was most pronounced for community housing, where 62% of Indigenous households reported they were satisfied or very satisfied with the overall services provided by their housing organisation, compared with 77% of non-Indigenous households (Figure Priority group.1, Table S1.8). 

SOMIH households had the highest rate of satisfaction, with 67% of tenants reporting they were satisfied or very satisfied, followed by public housing, where 65% of Indigenous households reported they were satisfied or very satisfied compared with 67% for non-Indigenous households. As SOMIH largely houses Indigenous people, non-Indigenous data are not reported for this program. 

Satisfaction was lower for households with disability

Across all housing programs, satisfaction was lower for households that had at least one tenant with disability, than those without. In 2023, 62% of households with disability reported they were satisfied or very satisfied with the overall services provided by their housing organisation, compared with 71% for non-disability households (Figure Priority group.1, Table S1.9). 

SOMIH households, those with members with disability reported the lowest satisfaction rate of 56% compared with a 70% satisfaction rate for non-disability households. This was followed by community housing, where households with disability reported 69% satisfaction compared with 76%. Public housing households with members with disability reported 60% compared with 69% for non-disability households.  

Figure Priority group.1: Satisfaction by household Indigenous and disability status, 2022–23

This interactive bar chart shows the level of tenant satisfaction for Indigenous households and households with a person with disability. For both groups, satisfaction is lower compared with non-Indigenous households and households without a person with disability for all housing programs in 2023. 

Satisfaction varied by time in social housing

In 2023, tenants who had been living in social housing for less than one year had an 81% satisfaction rate, whereas tenants who had been living in social housing for more than 21 years reported a 67% satisfaction rate (Table S1.7). While differences in satisfaction were less notable in the mid-range years, they illustrate the general trend of decline in satisfaction with longer tenure in social housing. 

Figure Tenure.1: Satisfaction (%), by time living in social housing, 2023

This interactive bar chart shows a general trend of declining tenant satisfaction the longer time is spent in social housing. This was somewhat variable across programs, particularly for mid-range tenure length in 2023.

Satisfaction varied by overcrowding status*

Across all housing programs, tenants living in overcrowded households reported lower rates of satisfaction (56%) than those living in households deemed as underutilised and those deemed adequate (68% and 70% respectively; Table S1.6). While overcrowding in the NSHS is measured using the most appropriate standard currently available the Canadian National Occupancy Standard (CNOS), results should be interpreted with caution as research suggests it may not be the most appropriate measure for overcrowding in all circumstances (Dockery et al 2022).

*Based on the Canadian National Occupancy Standard. See glossary for details.

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