At County Housing, we value the input of our residents, Housing Choice Voucher (HCV) participants, and property owners. Each year, our Customer Service Survey helps us measure satisfaction, identify opportunities for improvement, and recognize areas where progress is being made.
In late 2025, County Housing conducted the survey that now informs our 2025 Customer Service Survey results, focusing on key interactions with customer-facing staff and core processes. Below are highlights and insights from this year’s findings.
Survey Participation
We are encouraged by increased participation from both Public Housing and Housing Choice Voucher residents, reflecting stronger engagement and an openness to sharing feedback.
| Survey | Surveys Sent 2024 | Surveys Received 2024 | Surveys Sent 2025 | Surveys Received 2025 |
|---|---|---|---|---|
| Public Housing Survey | 279 | 45 | 225 | 33 |
| Housing Choice Voucher Survey | 977 | 290 | 6,109 | 1055 |
| Property Owner Survey | 940 | 219 | 1,937 | 304 |
Key Findings
Public Housing Residents
Public Housing residents shared valuable feedback regarding their experiences with property management and maintenance staff. Several notable improvements were identified:
66% satisfaction with how property management staff treated and spoke to residents, up from 64% in the previous year.
55% satisfaction with the overall quality of repairs made to your home, an increase from 44%.
52% satisfaction with overall quality of repairs made to your home, an improvement from 47%.
Feedback related to maintenance services showed mixed results. While satisfaction with communication regarding maintenance increased to 52% (up from 47%), satisfaction with the way maintenance staff treated and spoke to tenants remains an area of focus at 56%.
Housing Choice Voucher Residents
HCV participants reported continued progress in several service areas:
80% satisfaction with how staff treated and spoke to residents, up from 74%.
69% satisfaction with staff’s responsiveness to questions and concerns, an increase from 62%.
64% satisfaction with the timeliness of returned calls, up from 53%.
Open-ended feedback emphasized opportunities to further improve communication, including clearer notifications, more timely updates, and improved access to Housing Program Specialists.
Property Owners
Property owners and landlords also shared encouraging feedback:
87% would recommend the Housing Choice Voucher program to other landlords, up from 48%.
85% satisfaction with biannual inspection requirements, up from 70%.
84% reported positive experiences leasing to County Housing residents, an increase from 65%.
Many landlords described the program as effective and straightforward. One respondent shared:
“The overall program is great and wonderful for both tenants and landlords. I enjoy serving the housing need and look forward to supplying more housing.”
Areas for Growth
Across all respondent groups, communication emerged as a key opportunity for improvement. Timely responses, clearer notifications, and consistent updates on case status were recurring themes. Maintenance quality and service accessibility also remain important focus areas for Public Housing residents.
Looking Ahead to 2026
Thank you to everyone who shared their experiences through the Customer Service Survey. Your insights help guide our priorities and inform the changes we make to better support residents and partners.
In 2026, County Housing will continue focusing on meaningful improvements by:
- Expanding and refining communication tools to ensure timely, clear information
- Investing in staff development to support knowledgeable, reliable service
- Strengthening relationships with residents and property owners to better respond to community needs
We appreciate the trust you place in County Housing. By listening, learning, and improving together, we remain committed to delivering responsive service and building a stronger housing community.
