National social housing survey 2023

Receiving quality maintenance services in a timely manner is of great importance to social housing tenants. Tenants were surveyed on their satisfaction with both day-to-day and emergency maintenance services. For 2023 it was found that nationally, for all housing programs, satisfaction declined for both day-to-day and emergency maintenance services. The only exception was for the ACT which showed increases in satisfaction for both day-to-day and emergency maintenance. Note: There is variability in the scope of what is included in maintenance services between and within housing programs.

Social housing tenants were more satisfied with emergency maintenance services

‘On the whole, I'm generally satisfied, as the work eventually gets done. Emergency maintenance has been dealt with promptly and I have nothing to complain about. However, the less urgent maintenance can take a very long time before being dealt with, and lodging the maintenance work order can be a nightmare.’

Across all programs, a larger proportion of social housing tenants were satisfied with the emergency maintenance services (72%) provided by their housing organisation than with day-to-day maintenance services (62%) (Figure Maintenance.1, Table S5.1).

Among public housing tenants, while satisfaction rates with day-to-day maintenance services and emergency maintenance services remained relatively unchanged from 2014 to 2021, satisfaction with day-to-day services, decreased from 67% in 2021 to 61% in 2023 and from 75% to 71% respectively, for emergency maintenance services (Figure Maintenance.1, Table S5.1). 

Satisfaction among community housing tenants decreased from 69% to 66% for day-to-day and from 76% to 75% for emergency maintenance services between 2021 and 2023.

In 2014, the satisfaction rate of SOMIH tenants with both day-to-day and emergency maintenance services was much lower than the other housing programs, but satisfaction steadily increased over time up until 2021. 2023 saw slight declines however, with day-to-day maintenance satisfaction decreasing from 62% to 61%, and satisfaction with emergency maintenance from 73% to 72%.

Figure Maintenance.1: Satisfaction with maintenance services (%), by social housing program and maintenance service type, 2014 to 2023

Public housing: satisfaction with maintenance has decreased

‘Some requests for maintenance can take several weeks to receive action. On occasions we’re told that nothing can be done and we have to resolve the issue ourselves.’

Satisfaction with both day-to-day and emergency maintenance decreased in all states and territories since 2021 except the Australian Capital Territory and Tasmania. 

Public housing tenants’ satisfaction with maintenance services varied between states and territories in 2023 (Figure Maintenance.1, Table S5.1):

• Queensland had the highest satisfaction rate with day-to-day maintenance services (78%) and emergency maintenance services (86%). New South Wales had the lowest satisfaction with day-to-day maintenance services (48%) and emergency maintenance services (61%).
• Compared with 2014, the most notable changes were for satisfaction with day-to-day maintenance, with Western Australia showing a 10 percentage point increase from 63% to 73%, and Victoria, showing an 18 percentage point decrease from 71% in 2014 to 53% in 2023. 

SOMIH: satisfaction with maintenance was variable

‘When maintenance has been completed it seems that no supervisor comes to see if the work has been completed correctly.’  

‘I am very satisfied with the services that the housing authority provide as they are prompt and quick to action any maintenance requests that I have put in since living in my accommodation.’

In 2023, Queensland was the only state or territory with satisfaction rates above 70% for both day-to-day maintenance services (71%) and emergency maintenance services (78%) among SOMIH tenants (Figure Maintenance.1, Table S5.1). Satisfaction rates for both day-to-day and emergency maintenance services were higher in 2023 compared with 2014 for all states/territories aside from South Australia which declined from 66% in 2014 to 64% in 2023 (Figure Maintenance.1, Table S5.1).   

Community housing: decreased satisfaction with maintenance services

‘Mostly because of the waiting period and the fact I’ve still not had anything done when reported to the maintenance. I was meant to have a kitchen repaired due to black mould which is health affecting. The only thing that's happened so far is measurements taken and it’s been over 6 months since the first report was made to the maintenance team.’

‘Dissatisfied with the time you wait for repairs and maintenance. Communication with office at times is difficult.’

‘Heating & cooling system was upgraded, giving a great improvement in comfort and economy. An excellent service provided by all involved. Similarly, cooktop replacement and oven servicing were attended to promptly and efficiently. Housing staff are supportive and encouraging with home maintenance and my personal home design plans. I have confidence in both government and my own housing team’s ability to help me deal effectively with all issues that arise.’

In 2023, all states and territories had either lower or the same satisfaction rates with day-to-day maintenance compared with 2021, aside from South Australia which increased from 75% to 76%. Tenants in community housing (66%) had the highest satisfaction rate with day-to-day maintenance services in 2023. New South Wales community housing tenants (60%) had the lowest satisfaction rate (Figure Maintenance.1, Table S5.1).

Western Australian community housing tenants had the highest satisfaction with emergency maintenance services in 2023 (87%), followed by Queensland (82%). Tasmania (70%) was the lowest of all the states and territories (Figure Maintenance.1, Table S5.1).

Tenants living in homes with structural problems 

Satisfaction with maintenance services decreased with an increasing number of structural problems. For more robust analysis on the importance of structural problems on overall satisfaction, see the regression analysis . 

Rates of satisfaction with maintenance services were particularly low among those living in dwellings with multiple structural problems (Figure Maintenance.2, Table S5.4). While the proportions varied between the different social housing programs, the pattern was consistent. Satisfaction rates were highest for tenants living in dwellings with no structural problems and progressively decreased with 1, 2 and 3 or more structural problems. The pattern was more marked with day-to-day maintenance, with tenants in all housing programs having satisfaction rates below 35% when their dwelling had 3 or more structural problems. 

‘Since I've moved in maintenance has not been upkept, from blocked plumbing, poor insulation/sealant peeling from waterproofed areas while the organisation sends unrelated tradies to try and cover up structural issues with the unit that were known about prior to moving in.’ 

‘Routine structural maintenance is never done. House painting, stumps, steps, exposed insulation, etc, are left to deteriorate despite them being aware of the issues.’

Figure Maintenance.2: Satisfaction with maintenance services (%), by social housing program and number of structural problems in the dwelling, 2023