Homeless Survey Template: TRUA Customer Service

The TRUA (Tenant and Rental Utility Assistance) Customer Service survey template is designed to evaluate the quality of support provided to both landlords and tenants who interact with rental and utility assistance programs.

TRUA programs sit at a critical intersectionserving two distinct populations with different needs and perspectives. Tenants rely on these programs for financial relief and housing stability, while landlords depend on timely payments and clear communication to maintain participation in affordable housing. When customer service breaks down for either party, the entire assistance process is jeopardized.

This survey captures feedback on responsiveness, clarity of communication, ease of navigation through the application process, and overall satisfaction with staff interactions. By collecting feedback from both landlord and tenant perspectives, organizations can identify where service gaps exist and tailor their outreach and support accordingly.

Use this template to track customer service trends over time, identify training needs for staff, and demonstrate accountability to funders and stakeholders. Strong customer service in TRUA programs builds trust, increases program participation, and ultimately leads to better housing outcomes for the community.