Our Performance

The provision of outstanding service is central to all that Unity Housing does, and we have an ongoing commitment to quality improvement. Unity Housing’s Strategic Objectives are underpinned by a commitment to deliver best practice outcomes through a focus on continuous quality improvement. As a means of achieving these aims, Unity Housing is registered as a Tier 1 provider under the National Regulatory System for Community Housing (NRSCH), and maintains accreditation to the National Community Housing Standards (NCHS).

Unity Housing participates in an annual compliance assessment under the NRSCH to ensure we continue to meet service and financial benchmarks required for Tier 1 registration. As a Tier 1 provider, we consistently meet national performance standards for service delivery.

Compliance with operational policy and procedure is measured through scheduled internal audits, which identify corrective actions and feed into continuous improvement processes. All Unity Housing policies and procedures are regularly reviewed.

To guide us in our work and goals to continuously improve service delivery, we regularly consult with our tenant group to understand what they believe we are doing well and how we can make improvements to our service.

Tenant Satisfaction Survey 2020

In August 2020, Unity Housing undertook our biennial Tenant Satisfaction Survey, managed independently through the Community Housing Industry Association (CHIA) NSW.

Tenants surveyed reported excellent levels of satisfaction with their housing service. Unity Housing exceeded all mandatory NRSCH benchmarks.

NRSCH Thresholds

Overall Satisfaction – 87% (Above NRSCH  Threshold of 75%)

Condition of home 85% (Above NRSCH Threshold of 75%)

Repairs and Maintenance – 86% (Above NRSCH Threshold of 75%)

Overall satisfaction with the services provided by Unity Housing was 3% points above the CHIA NSW benchmark at 87%.

Unity Housing tenants have high levels of satisfaction for the majority of indicators, and results are comfortably within all three NRSCH thresholds (between 10% and 12% points above).

Of the 17 benchmark indicators included, Unity Housing is between 1% and 8% points above the benchmark for 11 indicators. The indicators that performed the best compared to the CHIA NSW benchmark are complaints handling and repairs and maintenance, both 8% points above.

The Tenant Satisfaction Survey achieved the following results:

  • Services provided by Unity Housing – 87%
  • The way Unity Housing provides information – 88%
  • Communication with Unity Housing – 86%
  • Value for money for rent – 85%
  • Neighbourhood as a place to live – 86%
  • Helpful and attentive staff – 90%
  • Call was answered in a timely manner or phone message was returned promptly – 89%
  • Repairs and maintenance service – 86%
  • Condition of home – 85%
  • The contractor was respectful and courteous – 91%
  • The contractor kept dirt and mess to a minimum and left the property clean and tidy – 89%
  • Given adequate support by support worker to sustain tenancy – 91%

Comments from our tenants

I suffer from major depression and anxiety. My house is a modern two-bedroom house within a peaceful area close to public transport and shopping centres. The condition of my house has improved my mental health. A very understanding and compassionate housing organisation. Thank you so much Unity Housing.

I've had great communication with the Unity Housing team and they're always cheerful and happy to help.

Unity housing has given my children and I a safe place to live until we get back on our feet which I couldn’t be more grateful for.

Unity Housing has honestly saved my life. If I didn't have such a supportive community or a beautiful home to live in then I don't know where I would be. My home is everything I have and more and always will be. Thank you for keeping us all safe and comfortable.

“I'm very happy with all the people that have supported my family and myself. We have been moving forward in a really positive way since being in good sound accommodation - a home which gives us stability.”

“I think Unity Housing is fantastic. I feel blessed to be in a country where such support is provided. Thank you."

“What I like about Unity Housing is that my house feels like home. I feel like an autonomous adult and have a sense of dignity that I did not have on the streets."


2018 Award for Excellence in Community Housing – Blair Athol Development
(Urban Development Institute of Australia)

2018 Business Partner Award – Oryx Property nominated by Unity Housing
(PowerHousing Australia)

2018 Social Entrepreneur of the Year, Central Region (SA/NT) – Unity Housing CEO Matthew Woodward
(Ernst & Young)

2017 Leadership and Innovation – Unity-Bedford Housing Alliance
(PowerHousing Australia)

2017 Excellence in Social Housing – Unity and Bedford Alliance
(Australasian Housing Institute)

2017 Tenant Led Initiative – Unity tenant art exhibition
(Australasian Housing Institute)

2017  Outstanding Achievement – Matthew Woodward, Unity CEO
(Australasian Housing Institute)

2015 Australasian Leading Housing Development Project Award – Northern Region Affordable Housing Initiative

2015 South Australian Leading Housing Development Project Award – Northern Region Affordable Housing Initiative

2015 Leadership and Innovation – Northern Region Affordable Housing Initiative (PowerHousing Australia)

2014 Affordable Development – St Clair Unity Terraces (Urban Development Institute of Australia)

2013 Australasian Leading Tenants Engagement Practice Award – Community Connect Program

2013 South Australian Leading Tenants Engagement Practice Award – Community Connect Program