Conversational form
Tenant satisfaction survey template on repairs, contact and renewal
A tenant satisfaction survey template asks renters how well their property manager responds, fixes things and handles inspections, and whether they plan to stay. This one covers all of that in eight screens for an Australian agency, with a five line repairs grid and a renewal question.
The form itself
The first screen of the form. A conversational form shows one question per screen, so the remaining screens are listed in the field table below. Nothing here can be filled in or submitted, so read it as a reference and build your own from the button above.
Every field, and what it collects
The complete field list, in the order respondents meet it.
- How long have you rented this home through us?Single choiceRequired
- Options: Less than six months · Six to twelve months · One to three years · More than three years
- When you contact your property manager, how quickly do you hear back?Single choiceRequired
- Options: The same business day · Within two business days · Within a week · Longer than a week · I have not needed to contact them
- Thinking about repairs in the last 12 months, how would you rate:Rating gridRequired
- Choose not applicable if you have not reported a repair.
- Statements:
- How fast urgent repairs were fixed
- How fast non urgent repairs were fixed
- The quality of the repair work
- Updates while you waited
- Tradespeople arriving when arranged
- How were routine inspections handled?Single choiceRequired
- Options: Notice was clear and the visit was respectful · Notice was clear but the visit felt intrusive · Notice was short or unclear · No inspection yet
- Overall, how satisfied are you with our service?Single choiceRequired
- Options: Very satisfied · Satisfied · Neither · Dissatisfied · Very dissatisfied
- When your lease ends, are you planning to stay?Single choiceRequired
- Options: Yes, I want to renew · Probably · Probably not · No, I am moving out · Not sure yet
- How would you prefer we contact you?Single choiceRequired
- Options: Email · Text message · Phone call · Renter app
- Anything else you would like your property manager to know?Long text
What each screen of this survey collects
Screen one asks how long the renter has lived in the home, in four bands. Screen two asks how quickly the property manager replies, with an option for renters who have never needed to ask. The repairs grid rates five lines from poor to very good, with not applicable: urgent repair speed, non urgent repair speed, quality, updates while waiting, and tradespeople arriving when arranged. Inspections offers four answers that separate notice from conduct. Overall satisfaction is a five point scale. Renewal intent runs from yes to not sure. Preferred contact is a radio of four, and an optional comment closes the survey. Seven of the eight screens are required.
Why urgent and non urgent repairs are separate lines
Renters judge an agency mostly on repairs, and the two kinds have different rules. A burst water service or a failed hot water system is urgent and must be dealt with straight away; a sticking door is not. An agency can be quick on one and slow on the other, and one combined score hides which. Separating speed from quality and from updates shows whether the problem is the tradesperson, the rental provider's approval or simply silence while a renter waits. The not applicable column keeps renters who had no repairs from dragging the average down.
The Victorian renting rules behind the questions
In Victoria the Residential Tenancies Act 1997 uses the terms renter and rental provider, and Consumer Affairs Victoria sets out what counts as an urgent repair and how quickly it must be arranged. A rental provider can carry out a general inspection no more than once every six months and must give at least 24 hours written notice, which is why the inspection question asks about notice and conduct separately. The welcome screen also says answers do not affect the tenancy, so renters can be candid.
How to adapt this survey
A community housing provider adds a question on feeling safe in the building and one on support services. A build to rent operator adds shared facilities such as the gym and parcel room to the grid. An agency outside Victoria keeps the structure and changes the inspection wording to its own state's notice period.
What makes this form work
Repairs split five ways
Urgent speed, non urgent speed, quality, updates and punctual tradespeople are separate rows, so the agency sees exactly where the repairs process breaks down.
Not applicable keeps averages honest
Renters with no repairs choose not applicable in the grid and "I have not needed to contact them" on response time, instead of guessing a middle score.
Renewal asked before the notice period
Five answers from "yes, I want to renew" to "not sure yet" give early warning of vacancies while there is still time to change the outcome.
Questions people ask
Should a tenant satisfaction survey be anonymous?
It can be, but most agencies leave the property address out and accept that a renter with an open complaint may identify themselves in the comment. Anonymous answers are more candid, and this form asks for no name or address. The thank-you screen sends anyone with an unfinished repair to the normal repair request, so nothing urgent depends on the survey.
How often should an agency survey its renters?
Once a year for every tenancy, and again about two months before a lease ends, when the renewal answer is most useful. Surveying straight after a repair gives sharper feedback on tradespeople but can feel excessive. Keep the grid the same between rounds so trends are visible across the rent roll.
Can the renewal answer be used against a renter?
It should not be, and the welcome screen says so. The point is to spot renters likely to leave early, so the agency can fix what is driving them away or plan a re-letting. Using an honest "probably not" to rush a notice to vacate would end candid answers for good.
What makes a repair urgent in Victoria?
Consumer Affairs Victoria lists urgent repairs such as a burst water service, a blocked or broken toilet, a serious roof leak, a gas leak, a dangerous electrical fault and failure of hot water, cooking or heating. Its repairs page linked below has the full list and the steps a renter can take if a rental provider does not act.
How should the results be reported to rental providers?
As a short summary per property manager, not per renter. Owners care about retention and the condition of the home, so the renewal and repairs results matter most to them. Comments that mention a specific property belong in that property's file, with the renter told how the issue was handled.
Does the survey work on a phone?
Yes. Each screen holds one question, and the repairs grid stacks its columns on a narrow screen. Sending the link by text message, the contact method many renters prefer, usually gets more answers than email. Responses are saved only when the renter submits the last screen.
Build your own in about a minute
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Written and checked by the OneCraft team. Last checked .