What is the Resident Service and Satisfaction Survey?

HUD's Real Estate Assessment Center (REAC) has a new way of measuring your housing agency's performance. The new method which will more accurately evaluate the performance of Public Housing Agencies (PHAS) is called the Public Housing Assessment System (PHAS). PHAS evaluates the physical condition, financial condition, management operations, and resident services for all housing agencies in the United Sates. The PHAS will measure overall resident satisfaction with living conditions using the Resident Service and Satisfaction Survey. Your household may be randomly selected to participate in this survey.

How is this survey different from other development surveys?

For the first time your satisfaction and experience with your living conditions will be included in HUD's yearly evaluation of your PHA. This survey was developed with the help of PHA resident leaders, and representatives of the industry.

Who will receive this survey?

All PHAs throughout the nation will be included in the survey process. Not all residents will receive a survey. Residents will be chosen randomly using an automated computer program. The survey will take place yearly, so if you do not receive a survey this year you may in the future.

How will the survey results be used?

HUD will use the overall results of the survey to help determine how well your development is doing in five areas (maintenance and repair, services, communication, safety, and development appearance). The Resident Indicator equals 10 out of 100 points your PHA may receive under the PHAS. Survey results constitute a possible 5 points, while marketing the survey and follow-up actions taken by PHA management could equal another 5 possible points.

Will anyone know what I said in the survey?

If you receive a survey, you should not write your name on it. HUD is committed to ensuring that your PHA management will not know who participated or how individuals responded. Your identity will remain confidential. Only the aggregate results of the survey will be shared with PHA management.

Whom do I contact if I have any other questions?

If you have any questions about the Resident Service and Satisfaction Survey, call REAC's Customer Service Center at 1-888-245-4860 (calls are toll free).