Impact Report 2024—2025

Impact measure 6

Modern community housing lounge at a Launch Housing site, with contemporary furniture, patterned walls, and bright curtains, where three people are seated and talking

Residents maintain a high level of satisfaction in properties owned or managed by Launch Housing

This measure reflects the experience of people living in housing owned or managed by Launch Housing. Tenant satisfaction is a key indicator of how well we are meeting our responsibilities as a community housing provider, through quality tenancy management that supports dignity, safety, and wellbeing.

Summary

76% of residents are satisfied with Launch Housing, and resident satisfaction is on a steady upward trend. High levels of resident satisfaction show us that we are creating housing that supports dignity and wellbeing, not just managing tenancies. 

Over the last 12 months, resident satisfaction has increased, with more people reporting that they feel safe and supported in their housing

High levels of satisfaction indicate residents feel safe and supported.

This year, 76% of residents living in homes we own or manage were satisfied with Launch Housing. This is an increase of 2% compared to the previous year.

Many people who have experienced homelessness carry trauma from living in or escaping unsafe environments. That is why it is so important that residents feel safe and supported in their homes. High levels of satisfaction show that our housing is not just shelter, but provides immediate security and dignity, helping residents to rebuild and reestablish routines. For our clients, a stable home becomes a secure platform to continue their journey of recovery.

Over the last five years, we have created housing that supports dignity and wellbeing

Across a five-year horizon, sustained resident satisfaction signals that our homes are enabling long-term stability, wellbeing, and recovery. After an initial dip, the data shows that resident satisfaction is now on a steady upward trend, with rates improving consistently over the past two years to reach 76% in 2025, as shown in Figure 1. 

Bar graph showing satisfaction dipping from FY 2020–21 to FY 2022–23, then rising through FY 2024–25. No data in FY 2021–22.
Figure 1: Resident satisfaction with Launch Housing, FY 2020–21 to FY 2024–25. Rates have been on a steady upward trend since FY 2022–23. Data unavailable for FY 2021–22.

Tracking resident satisfaction over time provides evidence that safe and stable housing creates pathways out of homelessness, while also reducing pressure on crisis services and government systems. It keeps people from cycling in and out of the homelessness system.

When clients tell us they feel safe, secure, and respected in their homes, it shows us that we are creating housing that supports dignity and wellbeing, not just managing tenancies.

Impact stories

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Client journey

A parent stands in the doorway holding a baby, now living with housing stability following family violence and homelessness.
Journey through family violence and homelessness
Family violence is the primary driver of homelessness for women and children. Nearly 40% of women, children and young people seeking support from specialist homelessness services in Victoria cited family violence as the main reason they became homeless. This journey, illustrative of many journeys of homelessness due to family violence, reflects common barriers: scarce affordable housing, long wait times and fragmented systems.
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Acknowledgement of Country

We acknowledge the Traditional Owners of the lands on which we live and work. As we create safe and welcoming homes, we honour the people of the Kulin nation and their enduring connection to their home we call Naarm, Melbourne.

We pay our respects to all First Nations Elders, past and present.

It is important that we acknowledge that the contemporary housing experience of Aboriginal and Torres Strait Islander people cannot be separated from their historical experience of dispossession and dislocation. Aboriginal Victorians are overrepresented in the population experiencing homelessness, with census data confirming that Aboriginal Victorians experience homelessness at over five times the rate for non-Aboriginal people.

We support the development of a culturally safe Aboriginal housing and homelessness sector based on principles of self-determination and will continue to do what we can to help make this happen.

We are committed to understanding how our services are impacting Aboriginal clients and, where relevant, we have disaggregated our 10 Impact Measures to report Aboriginal client outcomes.