Form questions

Tenant satisfaction survey questions for a property manager

Ask 8 to 12 once a year. Never skip the repairs questions, how quickly the property manager responds, and whether the tenant plans to renew. Repairs and response time drive most tenant satisfaction, and renewal intent helps landlords plan.

Tenant satisfaction survey questions ask renters how repairs are handled, how quickly their property manager responds, how inspections go and whether they plan to stay. These twenty questions are written for a residential property management agency, and put repairs first because that is what tenants judge an agency on most.

The questions

Your tenancy

  1. How long have you rented this home through the agency?Single choiceRequired

  2. What type of home is it?Single choice

  3. Who is your property manager?Dropdown

    Lets each manager see their own results.

Repairs

  1. Have you requested a repair in the last 12 months?Single choiceRequired

  2. Thinking about repairs, how would you rate each of these?Rating grid

    Rows: ease of reporting, time to first response, time to fix, quality of the work, being kept informed. Columns very poor to very good.

  3. Was an urgent repair ever needed? How was it handled?Single choice

  4. Did tradespeople give notice before coming?Single choice

Communication

  1. When you contact your property manager, how quickly do you hear back?Single choice

    Same day, within two days, within a week, longer.

  2. How easy is it to reach them?Single choice

  3. How respectfully are you treated?Single choice

  4. Do you know who to call after hours for urgent repairs?Single choice

Inspections and the home

  1. How were routine inspections handled?Single choice

    Notice given, time and conduct.

  2. How well maintained is the home overall?Single choice

  3. Are smoke alarms checked as required?Single choice

Overall and next steps

  1. Overall, how satisfied are you with the agency's service?Single choice

  2. When your lease ends, are you planning to stay?Single choiceRequired

  3. If not, why not?Single choice

  4. How would you prefer to be contacted?Single choice

  5. What one thing should the agency change?Long text

  6. Anything else?Long text

Which questions to make required

Three are required: how long they have rented, whether they requested a repair, and whether they plan to stay. Tenure and repair history let the other answers be read correctly, since a tenant who never needed a repair cannot rate the repair process. Renewal intent is the result landlords care about. Everything else is optional, which keeps the survey quick.

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How long have you rented this home through us? *

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Three ways to change this bank

For a community housing provider, add questions about safety in common areas, neighbours and access to support services. For a student accommodation operator, add study spaces, internet and noise. For a build to rent building, add the shared amenities and on site management. In every version, make clear that answers will not affect the tenancy, and give the urgent repairs number on the first screen so nobody uses the survey for an emergency. Send it from the agency rather than a landlord, report results by property manager inside the agency, and share only grouped themes with landlords, which keeps tenants willing to answer candidly year after year.

Questions people ask

What do tenants care about most?

Repairs: how easy they are to report, how quickly someone responds and how well the work is done. Communication comes next, then how inspections are handled. A survey that puts repairs first gets to the heart of tenant satisfaction quickly.

Will answering affect the tenancy?

It should not, and the survey should say so clearly. Many tenants fear that criticism could affect a reference or renewal. Anonymous answers, or a clear promise that individual answers are not shared with landlords, help tenants be honest about repairs and communication.

How often should agencies survey tenants?

Once a year is common, plus a short survey after a repair is completed if the agency wants to track repair service closely. Avoid surveying at the same time as a rent increase notice, which colours the answers and lowers the response rate.

Should landlords see tenant survey results?

Landlords can see grouped results and themes, which help them understand why tenants stay or leave. Individual answers should stay with the agency unless the tenant agrees. Repair issues raised in a survey should be handled as repair requests, not just reported.

Why ask whether tenants plan to stay?

Vacancies cost landlords rent and re-letting fees, so knowing early which tenants are unsure gives a chance to fix problems. Compare intentions with actual renewals over time to see how reliable the answer is, and call the unsure tenants first.

Can tenants report repairs through the survey?

They should use the normal repair process, especially for urgent repairs. Put the repair number on the first screen. If a survey reveals an unreported repair, the agency should turn it into a request straight away and let the tenant know it has been logged.

How do agencies use the results to improve?

Compare property managers, find the slowest part of the repair process and fix it, and train staff on communication where scores are low. Tell tenants what changed. Repeat the same questions each year to see whether the changes worked, and share the results with property managers individually.

What is a good tenant satisfaction score?

There is no universal benchmark across agencies. Track your own scores year on year and compare property managers within the agency on the same questions. Look at the repair grid row by row, since one weak step, often keeping tenants informed, usually drives the overall score.

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Other question banks

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Commercial tenant survey questions for a building manager

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On writing the questions themselves, read How to collect customer feedback: five channels compared. For everything the builder can do, see the form maker. Step by step: Create a conversational form with AI, then View, export and manage your responses.

Sources

Written and checked by the OneCraft team. Last checked .