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About our surveys

Your thoughts and opinions on the services we provide are important to us. Each year we conduct a number of surveys with ADF members, their partners or spouses, and landlords to measure the levels of satisfaction with our products and services. We use these results to target areas of our business for improvement.

Surveys are also used to measure DHA’s performance against Key Performance Indicators (KPIs). We are required to report results to our shareholder ministers, to our Defence Contract Manager and to the public via our Annual Report. The Annual Report is tabled in Parliament on a set date each year.

Your privacy is important to us

DHA adheres to Australian Privacy Principles under the Privacy Act 1988 (Cth). All surveys are designed and managed by staff qualified and experienced in survey methodology. While survey data is matched to demographics and property information, all surveys are received and treated in the strictest confidence by our research team. Survey responses are combined and summarised prior to reporting to ensure that individuals are unable to be identified.

Our telephone surveys are carried out by an Australian contractor and all personal information is stored in Australia at all times. The contractor abides by Federal Government Privacy Principles and is a member of the Australian Market and Social Research Society (AMSRS). This contractor acts on DHA’s behalf.

Please refer to our privacy statement for more information.

Our current surveys

ADF member surveys

DHA conducts several surveys throughout the year with Defence members and their families. The results of these surveys are used to improve our housing solutions for Defence members and their families, and ensure maintenance requests are attended to appropriately.

Annual accommodation survey

The annual accommodation survey is the largest survey conducted by DHA. The survey is conducted online and involves ADF members who have:

  • been residing in the same residence for more than 12 months
  • occupied a property that was constructed or acquired by DHA in the previous 12 months
  • moved into a newly acquired or newly constructed property in the previous 12 months
  • been residing in a members choice accommodation
  • been residing in private property under rental allowance.

The questions in this survey are designed to meet Defence and internal KPIs, as well as to ask a broad range of questions to inform DHA's strategic direction.

Maintenance survey

The maintenance survey measures ADF member satisfaction with the maintenance service, for both responsiveness and emergency after-hours maintenance service, as well as satisfaction with the service provided by contractors. It is a rolling survey conducted on a weekly basis of a random sample of ADF members living in service residences who have requested and have had responsive maintenance completed.

Housing survey

The housing survey measures satisfaction with housing for ADF members who have recently relocated into, or out of, a service residence. Approximately six weeks after relocating, ADF members or their spouses are contacted via phone to complete the survey. The purpose of the survey is to assess performance against KPIs and to identify areas that need improvement.

Living-In Accommodation (LIA) surveys

Defence Housing Australia (DHA) is responsible for running the booking system for Living-In Accommodation (LIA), which is accommodation provided on military bases. The purpose of the LIA surveys is to seek feedback from Defence members about the booking system in order to assess services, improve customer service and report on performance against KPI targets set by the Department of Defence. There are two avenues for booking LIA – the online booking system, and a Contact Centre, which offers help with the online system or making direct bookings. Surveys for both are conducted on a rolling basis throughout the year.

Landlord surveys

DHA conducts several surveys throughout the year with our landlords. The results of these surveys are used to improve our products and services.

Annual Landlord survey

The annual landlord survey measures satisfaction with DHA's property management service and other aspects of leasing with DHA.

End of lease survey

The end of lease survey is provided to all landlords who have a property that is being handed back either at the end of the lease or due to a reduction in the lease term. The aims of the survey are to measure:

  • Satisfaction with the handback process itself.
  • Satisfaction with DHA’s customer service.
  • Satisfaction with the overall DHA experience.
  • The importance of various lease factors to future purchasing behaviour.
  • The likelihood of future purchases of DHA properties by landlords and of landlords recommending DHA investments to others.

Comments and feedback

If you have any comments or feedback about DHA that is not covered by our surveys please call us on 139 342 or submit an online enquiry.

Assistance with surveys

For information on how to complete our surveys, please read our frequently asked questions or email the Surveys team.