HHS Renter survey results

A huge thank you to everyone who took part in our Haven Home Safe (HHS) renter survey which was run for us by an independent third-party provider: ‘Community Housing Industry Association NSW’ between April and June this year.

This survey is conducted every two years and helps us to know what you think about our services. The winners of the survey gift cards have been contacted.

We surveyed 1791 households and received 645 survey responses.

From the survey results, we found things that people thought we did well:

Where people live 

  • 86% were satisfied with the location of their home  
  • 82% were satisfied with value for money of the rent they pay 
  • 81% were satisfied with the condition of their home  
  • 80% were satisfied with their neighbourhood as a place to live  
  • 76% viewed that their life has improved since living in a HHS property  

Our services  

  • 81% were satisfied that we treat them fairly 
  • 79% were satisfied they know their rights and responsibilities  
  • 76% were satisfied overall with our services 
  • 75% were satisfied overall with services   
  • 75% were satisfied that their rights are upheld 
  • A very good Net promote score of 32  (a score above 0 means more people recommend us than not) 

Our maintenance and repairs  

  • 83% were satisfied the maintenance contractor was courteous  
  • 81% were satisfied that staff were helpful 
  • 76% were satisfied with the quality of repairs  
  • 75% were satisfied their call was answered/returned promptly  

We also heard people’s feedback on things we can do better:

  • Our complaints management process, particularly how we communicate our appeals process. 
  • Our tenant engagement about our services, including how renters can influence decision making and how we can better take residents views into consideration. 
  • How we communicate maintenance timeframes and why a repair may not be able to be completed.  

We will look at all the results and see if there are ways that we can continuously improve the experience our renters have with Haven Home Safe. Thank you again for your participation and support.

Victoria in Bloom Award nominations now open

Nominations for Victoria in Bloom gardening awards are now open. These awards run by Housing Victoria recognise and reward the great work of gardening enthusiasts living in public or community housing.

Renters can enter all types of gardens – from balconies to back yards and community gardens. No garden is too big or small. Nominations are open until the 24th November. Click here to view the categories and begin your nominations. Victoria in Bloom garden competition | Housing.vic.gov.au

Congratulations to our renters Neil and Judi who won Victoria’s Best Balcony Garden or Container Garden award in last year’s competition (see some photos of their garden below). You can read more about their garden here.

Lived Experience Homeless Advisory Group – CHP

Council to Homeless Persons (CHP) and Homes Victoria are seeking expressions of interest from individuals with lived experience of homelessness and being without a home to join a Homelessness Lived Experience Reference Group.

This group will be formally established by Homes Victoria and will meet every three months to provide advice based on the knowledge and expertise of its members, on developing practical solutions. This advice will be used by Homes Victoria and the Victorian Department of Families, Fairness & Housing to improve policies and programs related to homelessness.

People who are, or have been, members of a peer support or lived experience group are strongly encouraged to apply.

CHP have agreed to keep expressions of interest open for Haven Home Safe renters until October 20th. Learn more and apply here Council to Homeless Persons (chp.org.au)

Voice to Parliament Referendum

This Saturday the Voice to Parliament referendum will be held.

Haven Home Safe supports the protection of Aboriginal People through a First Nations Voice to Parliament which would be protected by the Constitution, a key element of the Uluru Statement of the Heart. Embedding a Voice in the Constitution would recognise the special place of Aboriginal and Torres Strait Islander peoples in Australia’s history that can’t be subject to differing political views from successive governments.

The only way to get a First Nations Voice to Parliament is through a referendum. On Saturday, we will be asked a simple question: “A proposed law: to alter the Constitution to recognise the First Peoples of Australia by establishing an Aboriginal and Torres Strait Islander Voice, do you approve this proposed alteration”?

Learn more about Haven Home Safe’s commitment to First Nations people here.

View the Open Letter for Support and Justice signed by our CEO Trudi Ray and five other not-for-profit organisations showing our support of equality and justice ahead the upcoming referendum here.


We would like to recognise our wonderful Haven Home Safe staff staff leading placemaking for the renters in our Stage 1 Residences, New Epping who in July won the 2023 AHI VIC/TAS Leading Innovation award. The awards brings together people from across the sector to celebrate the ideas, achievements and work of dedicated staff and organisations. ‘There is no shortage of great work within our industry,’ said one of the presenters and we couldn’t agree more. We are feeling very honored and proud to be recognised for our work in this space. 

We are also proud to be shortlisted with our partners RIVERLEE for the UDIA Victoria Awards for Excellence in the category of Affordable Housing. The winners of these awards will be announced in December.  

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