Engaging With Clients


Client Satisfaction Surveys provide clients with an opportunity to share their experience with our service .This helps us to compare their expectations when engaging BeyondHousing against the service we actually deliver.

I would just like to say how thankful I am for the help BeyondHousing gave me. I am now in permanent accomodation. Because of their help, my life and health has improved immensely.




Cultural Competence for Aboriginal and Torres Strait Islander peoples


After working with BeyondHousing

Culture & Diversity

In responding to diversity, clients said that staff were respectful of their:

How can we improve?

  • Use our Keeping Home program to help clients with information and training on how to present to real estate agents.
  • Undertake Cultural Competency Training to help staff understand more about he different cultural/spritual models we work from.

Client Focus Groups 2019


Client focus groups are held biennially and are designed for client input and feedback about targeted areas of our support and service. The 2019 client focus group theme was communication and culture.

I feel safe because staff allow our story to happen in parts, disclosing what is comfortable for us. Our story will be added to over time as we build trust.

How can we improve?

  • We will organise training for Client and Housing Services staff to improve engagement with young people and how to work with them in a personalised response
  • We will undertake Cultural Competency Training
  • We will achieve Rainbow Tick standards
  • We will continue to engage all people within their own communities and environments
  • We join communities of practice
  • We will improve appointment processes including how and when we ask questions. For example, ensuring we ask about culture and gender identity for every individual and ask victim-survivors of family violence if they feel safe at every appointment
  • We will continue to improve our communication for culturally and linguistically diverse people including on our website and printed material
  • We will improve our office and reception environment to ensure it is welcoming, accessible and inclusive.

Aboriginal and torres strait islander peoples

  • Aboriginal and Torres Strait Islander participants conveyed their appreciation of BeyondHousing staff – an exceptional service.
  • The Indigenous Tenants at Risk role in Shepparton is essential in assisting participants to connect with a mainstream service.
  • How we ask questions: Ensuring that when we provide information about Aboriginal Housing Victoria (AHV), that we state why proof of Aboriginality is needed and this proof is not for us but AHV


  • 44 Clients participated across 4 sites
  • The clients who participated were selected due to the increase in the numbers of their cohorts presenting to our client services.
    Their participation was an opportunity to have a say about issues and decisions that affect them, and to ensure our programs and services will better reflect their specific needs:
    • Aboriginal and Torres Strait Islander peoples
    • Culturally and Linguistically Diverse people
    • Victim-survivors of Family Violence
    • LGBTIQA+ community
    • People with a mental health condition
    • Young People
    • Generalist

LGBTIQA+ Community

  • BeyondHousing needs to be seen at local LGBTIQA+ events – supporting the community. The community rely heavily on word of mouth and will build trust with BeyondHousing as we are seen more regularly supporting local events
  • The importance of gender diverse training and removing gendered language from our communication and documentation
  • Using imagery to connect the community with BeyondHousing, ensuring representation of gender diversity in our communication.

Culturally and Linguistically diverse - Arabic Community

  • The Arabic community is the largest CALD community seeking assistance from BeyondHousing, however according to 2019-2020 program data, ranks as 0.6% of total clients presenting to Client Services.
  • The Arabic community were happy with the services that BeyondHousing provide. At times, the community struggles with the difference between BeyondHousing and ‘Department of Housing’ (now Health and Human Services), so the difference between services must be incorporated into information available to the community.
  • Participants appreciated the BeyondHousing Arabic brochures, as for many, this is the only way they can understand our information.
  • Participants were excited to hear that our new website would allow for translation on all website pages

Family Violence

  • Victim-Survivors of family violence expressed their appreciation of an exceptional service by BeyondHousing staff
  • Having a family violence support worker, to attend BeyondHousing appointments and advocate for them, made victim-survivors feel safe and reduced the amount of time they had to retell their story)
  • Victim-survivors encouraged BeyondHousing staff to ask if they are safe at every appointment

Young People

  • Collaboration between BeyondHousing and youth homelessness support services, is key to ensuring young people can navigate the homelessness sector.
  • There were mixed responses from young people in sub-regions. Most young people were extremely satisfied with BeyondHousing’s service response. Some young people felt that BeyondHousing could improve its understanding of young people and their needs.

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