Table of contents
Background to the Satisfaction Survey Preface Structure of Report SECTION A
1. Executive Summary 1.1 Introduction
- Key Results - Overall Satisfaction
- Key Results - Strategic Parameters
1.2 Overall Satisfaction with Service Provided
1.3 Overall Satisfaction by Sub-groups
1.4 Key Influences on Tenants' Overall Satisfaction
- 1.4.1 Treatment by Staff
- 1.4.2 Overall Condition of Home
- 1.4.3 Information Provision
- 1.4.4 Non-Emergency Maintenance
1.5 Overall Satisfaction by State
SECTION B
2. National Results 2.1 Overall Satisfaction with Service Provided : Total (National) Sample
2.2 Comparison to Previous Years' National Results
2.3 Overall Satisfaction : Sub-group Comparisons
- 2.3.1 Age
- 2.3.2 Household Composition
- 2.3.3 Dwelling / Tenancy Characteristics
- 2.3.4 Other Characteristics of Interest
3. Satisfaction with Strategic Product / Service Parameters 3.1 Overall Satisfaction with Strategic Parameters
3.2 Key Influences on Overall Satisfaction with Service Delivery
4. State Comparisons 4.1 Overall Satisfaction with Service Provided
4.2 Comparison of Results to 1999
4.3 Strategic Product / Service Parameters : Summary of Results for Each State
SECTION C
5. Overall condition of home 5.1 State Comparison
5.2 Performance on Specific Aspects
5.3 Influence of Specific Aspects of Satisfaction with Overall Condition of Home
5.4 Importance of Amenities and Appropriateness of the Home
6. Location of Home 6.1 State Comparison
6.2 Importance of Access to Facilities and Appropriateness of Location
7. Maintenance Services 7.1 Contact for Maintenance
7.2 Satisfaction with Emergency Maintenance
7.3 Influence of Specific Aspects on Satisfaction with Emergency Maintenance
7.4 Satisfaction with Non-Emergency Maintenance
7.5 Influence of Specific Aspects on Overall Satisfaction with Non-Emergency Maintenance
8. Non-Maintenance contact with State Housing Authority 8.1 Non-Maintenance Contact Characteristics
8.2 Satisfaction with Telephone Contact
8.3 Influence of Specific Aspects on Satisfaction with Telephone Contact
8.4 Satisfaction with Personal Contact - Visits to the Office
8.5 Influence of Specific Aspects on Satisfaction with Personal Visits to the Office
8.6 General Service Parameters
- 8.6.1 Influence of Specific Aspects on Treatment by Staff
- 8.6.2 Influence of Specific Aspects on Information Provision
- 8.6.3 Influence of Specific Aspects on Knowledge and Competence of Staff
9. Rent Payment and Procedures 10. Perceptions of Private Accommodation vs public housing
- 10.1 National Results
- 10.2 State Results
- 10.3 Expectation of Living Arrangements in Five Years Time
11. Neighbour Disputes 12. Additional comments Appendices Appendix A : Questionnaire and Associated Documents Appendix B : Survey Methodology Appendix C : Statistical Information Appendix D : Additional Data Tables Appendix E : Additional Questions Appendix F : Additional Comments Appendix G : Amenity and location ratings by key subgroups NOTE: Appendix D, F, G are unavailable online. Please contact (02) 6212 9485 for a hard copy version if required