Bridge Housing conducts Tenant Satisfaction Surveys every two years to provide residents with the opportunity to give feedback on how we perform. 

2019 Tenant Survey

The 2019 Tenant Satisfaction Survey results tell a compelling and positive story of a tenant community that has high levels of satisfaction with the housing services they receive from Bridge Housing. 

When compared to Bridge Housing’s 2017 survey, Bridge Housing has experienced an increase in satisfaction levels in 18 out of 31 comparable questions. We received 802 valid survey responses from tenants, representing an overall response rate of 38%.

Satisfaction with Bridge Housing

There have been steady improvements in overall satisfaction, as well as property condition, repairs and maintenance, and customer contact.  

Since 2017, our performance has been significantly above the National Regulatory System for Community Housing (NRSCH) required thresholds:

  • Overall Satisfaction 87%(above the NRSCH threshold of 75% and the 2017 result of 84%)
  • Property Condition 88%(above the NRSCH threshold of 75% and the 2017 result of 86%)
  • Repairs & Maintenance 80%(above the NRSCH threshold of 75% and the 2017 result of 77%)

Tenant wellbeing

On questions of tenant wellbeing, the 2019 results were similar to the last survey in 2017. They include:

  • a marginal decrease in tenants’ confidence in managing their own health (83% in 2019 compared to 86% in 2019) and quality of life (80% in 2019 compared to 83% in 2017). 
  • a four point increase in tenants who are now employed and a five point increase in tenants who feel more confident to seek employment or training
  • a positive swing (76% in 2019 compared to 68% in 2017) in tenant’s confidence in accessing services they need outside Bridge Housing
  • a slight decrease in feelings of safety both at home and in the local neighbourhood.

The Bridge Housing 2019 Tenant Satisfaction Survey report was prepared by the Community Housing Industry Association NSW (CHIA NSW). A more detailed report will also be provided shortly to Bridge Housing to benchmark our performance against the rest of the community housing sector.

We will then hold workshops with residents and staff to inform the development of an action plan to address the issues raised in the 2019 Tenant Satisfaction Survey.

2017 Tenant Survey

Overall the survey shows a tenant community that is satisfied with their lives, educated and capable, and positive about the difference that living in their Bridge Housing home and our services make. 

Key results


  • 84% of tenants are satisfied overall with our services.
  • 82% of tenants are satisfied or very satisfied with their lives overall (12% neutral, 6% dissatisfied)

House and Home

  • 88% of tenants agree that their Bridge Housing home provides security and stability in their lives.
  • 83% of tenants feel their life has improved overall since living in a Bridge Housing home (stayed the same 13%, declined 4%).
  • 86% of tenants are satisfied or very satisfied with the condition of their property.
  • 70% of tenants agree that Bridge provides information or help to get the services they need (25% neutral, 5% disagree).

Health and Safety

  • 87% of tenants feel safe in their homes.
  • 88% of tenants feel safe in their neighbourhood.
  • 86% of tenants agree that Bridge Housing has provided them with a healthy environment to live in.
  • 87% of tenants agree that living in their Bridge Housing home helps overall with their health and wellbeing.

Social and Community

  • 82% of tenants agree that living in their home helps them do the things that give their life meaning.
  • Tenants find meaning in their lives through a range of activities. The top three activities are:
    - 66% family and/or social connections
    38% religion
    - 28% creative activities
  • 78% of tenants agree that living in their home helps them connect with their family friends and community (neutral 19%, disagree 6%)

Work Learning and Financial Wellbeing

  • 45% of tenants working or looking for work feel their study or work situation has improved since living in a Bridge property.
  • 53% of tenants have a university or vocational/TAFE education (compared with 48% Greater Sydney population aged 16 and over)* 
  • 25% of tenants say someone in their household volunteers.

Source: Australian Bureau of Statistics

About the survey

Bridge Housing conducts a tenant survey every two years. We use the findings to get to know our tenants, improve our services and make sure we are working with the organisations from which tenants need support.

This year we sent the survey in January, with a total of 45% of tenants responding.  This is a great response rate and we would like to thank everyone who took the time to fill in the survey.

How can we improve?

The 2019 survey shows there is a small proportion of tenants who feel disconnected, unsatisfied with their lives, and who don’t feel confident about managing their affairs.

We need to ensure we are reaching these tenants and linking them to the support services they need.

The survey also identified the areas for our improvement:

  • Satisfaction with tenant rights being upheld: A fall from 81% in 2015 to 77% in 2017.
  • Tenant views influencing our decision making: A fall in the perception that tenant views influence our decision making from 65% to 60%.
  • Complaints handling: While we need to improve in this area there is also some good news. Overall dissatisfaction has reduced from 32% in 2015 to 13% in 2017 - a marked improvement.

Next steps

With every survey we make a plan of action to continue our good work and address areas of concern. We talk to staff and tenants to find out more about what we could do to improve our services.

If you would like to get involved please ring our Community Development Officer Anna Barker on 8324 0851 or email This email address is being protected from spambots. You need JavaScript enabled to view it. to register your interest.