Our research has included a distillation of the values social landlords are working to in successful placemaking. From these we developed a set of objectives, each of which has practical metrics attached – so that organisations can use their metrics data to establish a baseline and then track their progress. The metrics, crunched down from more than 100 potential measures, are designed to drive activity toward the set of objectives. They include both landlord management data and tenant satisfaction measures. Many organisations will already be collecting and using some, perhaps most, of these measures. For others, it will form part of their journey toward success.
Here we outline a selection of the objectives and measures we’re currently developing within the project, using Australia-relevant terms. They form part of our research and discussion with participating organisations and CHIA NSW toward a final set of placemaking metrics that can be shared and used within a country.
Objective 1: Build trust and communication
Key community outcomes:
- Feel heard: ensure residents feel listened to by housing providers.
- Stay informed: provide clear and timely communication about housing and community services.
Example metrics:
Resident measure: “How satisfied or dissatisfied are you that [your social housing provider] listens to residents’ views and acts on them?” — collection method: annual tenant satisfaction surveys.
Resident measure: “How satisfied or dissatisfied are you that your rights as a tenant are upheld by [your social housing provider]?” — collection method: annual tenant satisfaction surveys.
Resident measure: “To what extent do you agree or disagree with the following? ‘My landlord treats me fairly and with respect.’” — collection method: included in annual tenant satisfaction surveys.
Landlord measure: Measure the percentage of tenant communications (inquiries, requests, complaints) responded to within 24 hours.
Landlord measure: Number of tenant-led initiatives and tenant-led changes implemented.
Landlord measure: Number of local partnerships established and evaluation of effectiveness.
Landlord measure: Complaints handling efficiency. This measure uses the rate of complaints addressed within prescribed timescales to measure operational efficiency and customer service excellence.
Objective 3: Boost community involvement
Key community outcomes:
- Get involved: encourage participation in community events and activities.
- Your voice matters: provide opportunities for residents to voice their opinions and make/influence decisions.
Example metrics:
Resident measure: “How satisfied are you with feeling part of your community? ( 0 – 10 scale) from the Personal Wellbeing Index?” – collection method: annual tenant satisfaction surveys.
Resident measure: “How satisfied or dissatisfied are you that tenants are able to influence [name of the provider]’s decision-making?”
Landlord measure: Number of resident engagement initiatives implemented per year — and number of residents volunteering.
Landlord measure: Value for money in resident involvement. Evaluates the impact of resources allocated for enhancing tenant engagement against the improvements in service delivery and tenant satisfaction.
Objective 5: Strengthen social connections
Key community outcomes:
- Connect with neighbours: help foster relationships and social networks across the community.
- Celebrate diversity: support cultural cohesion and inclusivity.
Resident measure: “How satisfied are you with feeling part of your community? ( 0 – 10 scale from PWI)?” — collection method: tenant satisfaction survey.
Resident measure: “How satisfied or dissatisfied are you that your landlord contributes positively to your neighbourhood?” — collection method: bi-annual community cohesion surveys.
Resident measure: “To what extent do you feel that your landlord respects your community’s culture and heritage?”
Landlord measure: number of cultural and social events held per year and number of residents attending.
Landlord measure: Benefits to local Aboriginal communities – “To what extent does the landlord respect and enhance community connections, culture and self determination?”
We welcome debate around potential metrics for placemaking. Contact us at [email protected] with your views.
