National social housing survey 2023

As noted in the first chapter of this report, over two-thirds of social housing tenants (69%) were satisfied with the overall services provided by their housing organisation in 2023 (see Figure Satisfaction.1, Table S1.1). However, the underlying reasons why tenants were satisfied – or dissatisfied – are relative to their lived experience of social housing (Pawson and Sosenko 2011). The pathways from living in social housing to being satisfied with living in social housing are as diverse as individual experiences of social housing (Garnham et al. 2021).

To better understand the Australian social housing experience, a range of aspects of the 2023 NSHS were examined using regression analysis. The goal of the following analyses was to identify which factors were related to tenant satisfaction, both within and between social housing programs. 

Understanding regression and differences in tenant satisfaction

Regression analysis is a statistical technique used to understand relationships among multiple variables. It examines the strength of the relationship between the specified factors and an outcome (such as tenant satisfaction), while holding other factors equal. Here, a logistic regression analysis was used to determine the relationships between multiple ‘factors’ (such as tenant age, location or condition of the dwelling) and tenant satisfaction. 

The regression model included key geographic, psychosocial, sociodemographic and housing-related factors. Although other factors (such as tenants’ housing expectations) likely contribute to tenant satisfaction, only the directly measurable aspects of social housing were included as factors to maintain direct relevance to social housing performance.

Tips on interpreting regression results

Statistically significant results are when differences in results between groups or associations between a factor and result met a required statistical benchmark of confidence. Throughout this report, the term ‘significantly’ refers to statistically significant. More information on understanding significance is outlined in the introduction. 

Factors significantly associated with tenant satisfaction

There are a range of factors that were significantly associated with tenant satisfaction for all social housing tenants and among tenants of the 3 social housing programs surveyed in 2023 (Figure Factors.1, Table R.2). Some factors were not statistically significant for social housing tenants collectively but were statistically significant for tenants within specific social housing programs. 

Figure Factors.1. Summary of factors associated with tenant satisfaction, by social housing program, 2023

Only those results for factors that were significant among all social housing tenants are presented in this section. Also, only when a factor was found to be significant among all social housing programs, are the results for tenants within each of the specific programs presented. The results for the non-significant factors and those unique to specific programs can be found in the supplementary tables.

Housing conditions that affect tenant satisfaction

Housing conditions relate to the physical characteristics and quality of the dwelling, such as its structure, facilities and amenities. Whether a home is structurally sound and has access to working facilities is a key aspect of any housing experience, as it has the potential to influence multiple aspects of health and wellbeing, such as respiratory health and mental health (Baker et al. 2016; Clapham et al. 2017; Fujiwara 2013). In 2019–20, the Australian Bureau of Statistics (ABS) reported that renters from state and territory housing authorities accounted for the highest proportion of households reporting major structural problems (ABS 2020).   

Likewise, whether a home is appropriate for a person’s household size is another key aspect of the housing experience, as it can also influence multiple aspects of tenants’ wellbeing, such as their sense of space and privacy (Dockery et al. 2022).

For both 2021 and 2023, structural problems were a highly significant factor in tenant satisfaction. The more structural problems a tenant had with their social housing dwelling, the less likely the tenant will be satisfied (Figure Factors.2, Table R.2). Within each housing program, tenants living in a dwelling with one or more structural problems were less likely to be satisfied than those without, when all other factors were considered equal. 

‘I'm still waiting for repairs to be done on my bathroom (hole in tiles from a maintenance worker standing on them, no ventilation causing mould), fly screens to be installed in my lounge-room (can't use the window ‘cause there's a wasp nest outside it), holes in walls to be patched up, and a gas heater to be removed since it's not ventilated. I've sent multiple emails and have heard nothing back.’ 

‘Short Term Services – satisfied that basic items are inspected every year. e.g. safety switches. There are services to provide day-to-day support for plumbing, electrical and gas infrastructure. Medium Term Services – satisfied there was a program this year to replace water meters.’ 

‘I have lived in this house for 38 years. In all this time my house has been painted once, my carpet is disgustingly old, my laundry never had any renovations or updates - no cupboards only a sink. It was supposed to be renovated back in 2014 - I'm still waiting. I don't have a security screen door; living alone I find it not very secure.'

Figure Factors.2: Predicted probability (%) of being satisfied with the overall service provided by their housing organisation, by the number of structural problems and social housing program, 2023

‘Failure of Housing to respond to water flooding and significant water damage to fixtures, walls and floors.’ 

‘It's almost impossible to get ‘non-urgent’ maintenance done. I have had water leaking into and mould patches on the ceiling in my bedroom since I moved in over 12 years ago. At least a dozen attempts to fix it have failed. It took 6-7 years to get moth-riddled carpet replaced. My back fence has collapsed into my courtyard – still waiting for that to be repaired. All the units in our complex have had rusted and leaking gutters for years. The outside of the units have been slowly eaten away by termites/wood rot over many years. Paths around the units are uneven due to tree roots lifting them. Units are not secure – window locks are rusted and don't work.’ 

Access to working facilities affects tenant satisfaction

Access to working facilities – such as cooking facilities, a refrigerator, bath or shower, toilet, a washing machine, kitchen sink and laundry tub – is a key aspect of housing condition that may affect tenant satisfaction (Hu et al. 2022). Tenants were asked whether they had access to 7 different working facilities in their social housing dwelling. Note that the following findings do not differentiate between facilities that are the ownership or responsibility of the housing organisation or tenant.

When all else was considered equal, tenants with access to 6 or fewer working facilities were significantly less likely to be satisfied than tenants that had access to all 7 facilities. This was true for all housing types. 

Figure Factors.3: Predicted probability (%) of being satisfied with the overall service provided by an organisation, by the number of working facilities and social housing program, 2023

 ‘Poorly maintained facilities, power outages without much notice, dirty.’  

‘With my disability, I have access to all necessary facilities.’ 

Household characteristics that affect tenant satisfaction

Household characteristics relate to a range of aspects relating to the home such as the composition of those who live there, overcrowding and underutilisation, and length of tenancy.

Employment status affects tenant satisfaction

Employment status was significantly associated with the likelihood of tenant satisfaction (Table R.2). Tenants who reported that they were employed were significantly more likely to be satisfied than those who were not employed. It should be noted that this factor was only found to be significant where all housing programs were combined, not for individual housing programs. 

Housing utilisation affects tenant satisfaction

Housing utilisation was also found to be significantly associated with tenant satisfaction in regression analysis (Table R.2). With all else being equal, tenants living in overcrowded dwellings were less likely to be satisfied with their social housing than those living in dwellings that were classed as adequate. This factor was only found to be significant where all housing programs were combined, and for community housing. See Glossary for definition of the Canadian National Occupancy Standard (CNOS) that is used to classify housing utilisation status.

Social housing factors that affect tenant satisfaction

Housing program affects tenant satisfaction

Housing program was significantly associated with tenant satisfaction in 2023 (Table R.2). With all else being equal, community housing tenants were more likely to be satisfied than public housing tenants. SOMIH tenants were less likely to be satisfied than public housing tenants, but the difference was not found to be statistically significant (Table R.3). 

State location affects tenant satisfaction

State or territory was also significantly associated with tenant satisfaction among social housing tenants in 2023. With all else being equal, social housing tenants in New South Wales, Victoria, Tasmania and the Australian Capital Territory were less likely to be satisfied than those in Queensland across all housing programs. 

See technical notes for detailed information on these results. Other findings from the regression analysis relate to neighbours and wellbeing. These are described in the following section.

 ‘The team leader was very professional, took notice of both my wife and my selves’ disabilities and made sure our problems were solved.’

‘Friendly and helpful staff interactions. Thank you for your assistance during these difficult times, it’s very much appreciated. Not just for myself, but for also for my daughter.’   

Psychosocial factors that affect tenant satisfaction

Relationship with neighbours affects tenant satisfaction

For the first time in 2023, tenants were asked whether they would be comfortable turning to a neighbour for assistance or support in various scenarios. Regression analysis found that tenants who reported they were not comfortable to turn to a neighbour for help were less likely to be satisfied than tenants who were comfortable to do so. This was true across all housing programs (Figure Factors.1, Table R.2). For SOMIH alone, however, this difference was not found to be statistically significant (Figure Factors.4, Table R.3). 

‘Difficulty with being understood stops me from engaging with strangers. It would depend on the neighbour. I have support from family and long-term friends.’ ‘I could call my neighbour if I was unable to help myself.’

‘They are not the kind of people you would ask for anything at all.’

‘I could call my neighbour if I was unable to help myself.’ 

 ‘My neighbours treat me with disrespect.’

Figure Factors.4: Predicted probability (%) of being satisfied with the overall service provided by an organisation, by level of comfort with neighbours, 2023

Experiences relating to wellbeing affect tenant satisfaction

In 2023, tenants were asked about a range of experiences related to their wellbeing over the past 12 months. Regression analysis found that, across all housing programs, tenants who reported higher levels of worry or anxiety and tenants who reported difficulty paying rent or bills were less likely to be satisfied than those who did not report these issues. This differed somewhat across housing programs, with public and community housing tenants less likely to be satisfied if they reported experiencing higher levels of worry or anxiety in the past 12 months, while struggling to pay rent or bills had a stronger negative effect on SOMIH tenants’ satisfaction than that of the other to housing programs (Table R.3).