Client Satisfaction Survey

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This survey is confidential.

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About You

Age *15-2526-3536-4546-5556-6566-8585+

Gender *FemaleMalePrefer not to sayOther (please describe)

If other, please describe

How did you hear about us? *Another serviceFriends/familyOur brochuresOur websiteDept. of Families, Fairness & HousingInternet searchReal Estate AgentSocial media (Facebook etc.)Other

Which office was your appointment with? *

SeymourSheppartonWangarattaWodonga

Which BeyondHousing program did you access? *

Homelessness AssistanceHousing SupportPrivate Rental SupportHelp with VCATTransitional Housing RenterFlood RecoveryUnsure

When did you start working with BeyondHousing? *Less than 3 months3-6 months6-12 monthsMore than 12 months

From first contact, how long did you wait for an appointment? *Same day1-2 days3-4 days5 daysmore than 5 days

Do you identify as: *

AboriginalTorres Strait IslanderBoth Aboriginal & Torres Strait IslanderNeither

Did staff:

Ask if you identified as Aboriginal and/or Torres Strait Islander? *

Yes No

Make you feel safe to share your culture? *

Yes No

Did we encourage links to your family/kin and community? *

Yes No

Give you information about Aboriginal services that you could access? *

Yes No

Young people:

Were you told about youth services that you could access? *

YesNo

What could we do better for young people? *

Transitional Housing Renters

Are you satisfied with the:

Overall quality of housing services we provide *

Strongly agreeAgreeNeutralDisagreeStrongly disagree

Management of repairs and maintenance *

Strongly agreeAgreeNeutralDisagreeStrongly disagree

Did we help you to develop an exit plan from transitional housing *YesNoUnsureA plan to help you work towards long term housing.

Are we reviewing your exit plan, and providing you with an opportunity to make changes to your plan *YesNoUnsure

Do you have a worker from another organisation, supporting you in transitional housing *YesNoUnsure

Are you satisfied with the level of support you are receiving, while living in transitional housing? *Very satisfiedSatisfiedNeutralDissatisfiedVery unsatisfied

The information

Was the initial information easy to understand and helpful? *

YesNo

Did we do, what the information said we were going to do, like:

Offer you help to access an advocate? *

YesNoNot sure

Provide you with information about your privacy? *

YesNoNot sure

If you gave us feedback, including complaints, were you satisfied with the process? *

YesNoNot sure

Access

Do you think BeyondHousing offices:

Look welcoming *

YesNoDoes not apply

What is the best way to get information on services available? *

Discussion with staffInformation foldersI would do a website searchPick up a brochureSMS link provided by staffVia TV information in reception

Provide suitable office hours *

YesNoDoes not apply

Are child friendly *

YesNoDoes not apply

Was it easy to:

Make an appointment *

YesNoDoes not apply

Find our office *

YesNoDoes not apply

Get to the office (transport) *

YesNoDoes not apply

Do you have any other ideas to make our service meet your needs?

Our Response

In our response, did staff:

Treat you with respect *

YesNoDoes not apply

Understand your needs? *

YesNoDoes not apply

Ask what language you speak *

YesNoDoes not apply

Ask if you need an interpreter *

YesNoDoes not apply

Explain forms, and help to complete them if needed *

YesNoDoes not apply

Involve you in all decisions affecting you *

YesNoDoes not apply

Give you options *

YesNoDoes not apply

Ask you if you have any goals *

YesNoDoes not apply

Offer you a referral to a support service *

YesNoDoes not apply

Were staff respectful of your:

Language *

YesNoDoes not apply

Ethnic group *

YesNoDoes not apply

Aboriginal identity *

YesNoDoes not apply

Culture *

YesNoDoes not apply

Religion or spirituality *

YesNoDoes not apply

Gender/Sexual identity *

YesNoDoes not apply

If you answered no to the above question, can you tell us why? How could we improve? *

Impact

After working with BeyondHousing my...

Confidence in dealing with Real Estate Agents or Rental Providers (Landlord) has... *

ImprovedStayed the sameGot worse

Financial situation has... *

ImprovedStayed the sameGot worse

Connection with the community (other support services or groups) has... *

ImprovedStayed the sameGot worse

Would you contact BeyondHousing again, if you were having trouble with your rental? *YesNo

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