The Renter Satisfaction Survey, conducted in March 2022, shows satisfaction with services provided by CEHL has declined in the past two years.
Service delivery continues to be affected by the challenging operating environment due to COVID-19. There is much to be done to address delivery of services in this changed working environment.
CEHL is taking immediate action to address issues raised by renters in the survey, see Renter Satisfaction Survey findings and actions in the table below.
Many renters and co-op members also shared what they valued about their home as well as their positive experiences with CEHL services.
I have been a CERC member for over 30 years and (am) very happy (with services provided).
Renter Satisfaction Survey Findings and Actions
Renters told us ... | CEHL improving services by .. |
"The relationship between CEHL and renters is strained. There is a loss of trust with CEHL. Renters don't feel heard or cared about." |
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Renters are frustrated they are not getting the support they need when they contact CEHL |
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Renters feel they have been waiting a long time for maintenance works. They don't know when work will happen. |
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About the Renter Satisfaction Survey
- The online survey was conducted in March 2022. Renters complete the survey anonymously
- The survey is conducted in compliance with the Housing Registrar’s Performance Standards. No Opinion responses are removed from the totals to calculate the satisfaction percentage totals for each question
- The questions and the rating scale in the survey is set by the Victorian Housing Registrar. It is one of the tools used by the Housing Registrar to measure the performance of registered housing agencies in Victoria
- The Registrar's acceptable range of satisfaction is 75-90%. CEHL's 2022 survey results do not meet the acceptable range, which will be reported to the Housing Registrar Key Performance Measure report
- CEHL uses the information collected in the survey to identify areas for improvement
Links
- Housing Registrar's Registered housing agency performance reports
- Read the CEHL Renter Satisfaction Survey Report 2022