Huron-Sussex Tenant survey 2023
Key Findings – Communications
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feedback
Communications
Tenants Continue to Prefer Email As Their Primary Method of Communication
Tenant preferences regarding communications have remained very similar to 2022 preferences. Email remains the most preferred method of communication for planned maintenance specific to their unit, planned maintenance that is community wide, and unplanned (emergency) maintenance. In response to the continued preference for email communication, UFH will tailor communication methods to meet tenant expectations. Additionally, over the course of 2023, UFH has encouraged long-term tenants to opt into email communications for broader UFH updates to help eliminate unnecessary printed notices.
Preferences For Planned Maintenance Specific to Unit
2022
#1
#2
Paper Notices Delivered to Unit
#3
Website
2023
#1
#2
Paper Notices Delivered to Unit
#3
Website
Preferences For Planned Maintenance That Is Community-Wide
2022
#1
#2
Paper Notices Delivered to Unit
#3
Posters on the Community Message Board
#4
Website
2023
#1
#2
Paper Notices Delivered to Unit
#3
Posters on the Community Message Board
#4
Website
Preferences For Unplanned (Emergency) Maintenance
2022
#1
#2
Staff Going Door-to-Door
#2
Paper Notices Delivered to Unit
#4
Website
2023
#1
#2
Paper Notices Delivered to Unit
#3
Staff Going Door-to-Door
#4
Website
Communication Procedures Still Need More Consistency
Although there was a slight increase from 11% in 2022 to 15% in 2023 in the number of tenants submitting maintenance requests via the online portal instead of email, UFH recognizes improvements still need to be made. To ensure clarity for their tenants, UFH will continue to reiterate to property operations staff the importance of directing tenants to the online portal, rather than submitting requests via email. Broader education on this and other community procedures will also continue to be reinforced through the Huron-Sussex Community Newsletter and when new tenants move into the community.
“I wasn’t sure whether email or the online portal is the easier way to communicate with the property manager. Are they regarded the same? Some guidance could be helpful.”
Tenants find the Community Newsletter Useful
In January 2023, UFH began releasing a quarterly newsletter for their Huron-Sussex tenants. The newsletter contained updates and resources on the neighborhood, maintenance and operations, and community life and programs. When soliciting feedback on the newsletter, 71% of tenants said that they found the information in the newsletter useful for them and/or their family. UFH is pleased the newsletter is useful for tenants and will continue this initiative to ensure important information and resources are shared with tenants.
