Hello
I’d like to thank the many customers who took the time to fill in our satisfaction survey. We ask people to participate in this survey because it’s a really important way for you to tell us how we are doing. When you complete the survey, the information helps us learn and improve what we do to deliver better outcomes for people and communities.
The survey is run independently by the Community Housing Industry Association (CHIA) NSW on our behalf. This year 1,846 people completed the survey with most people preferring to complete it on their mobile phone. We also sent paper versions, emails and offered a call back service for anyone who preferred to speak to a person to help them fill in the survey or needed a translator.
Overall, we have seen improvement in the rates of satisfaction however customers in our Northern Sydney region are less satisfied with SGCH. The survey also found younger (under 30 years) and older (over 70 years) customers are generally more satisfied, and our male customers are also generally more satisfied. The results included:
Indicator | 2021 | 2022 | Change (2021 to 2022) |
Listens to views and acts on them | 60% | 67% | ▲7 |
Quality of life | 67% | 72% | ▲5 |
Overall satisfaction | 75% | 79% | ▲4 |
Property condition | 71% | 74% | ▲3 |
Neighbourhood as a place to live | 75% | 77% | ▲2 |
Repairs and maintenance | 67% | 68% | ▲1 |
Satisfaction with SGCH’s Tenancy Management service | 73% | 74% | ▲1 |
Referred to suitable support services | 87% | 83% | ▼4 |
We are now looking at the results as a team and working on ways we can keep improving. If you have any feedback about the survey, please get in touch with us at communications@sgch.com.au Thank you again to all who participated, we look forward to sharing more information in our upcoming Customer Annual Report.
Scott Langford, CEO