Summary Overview
This report covers 181 retention cases handled during May 2026. Data sourced from the Retention Daily Report (ODS) and the Live Source Data (Asana export). It covers all weeks from May 1 to May 29.
181
Total Cases Handled
May 1 – 29, 2026
17
Retention Successful
9.4% of total
164
Retention Unsuccessful
90.6% of total
~171
Contacted Tenants
~94.5%
3.4
Avg NPS
Out of 5 · 164 responses
Weekly Breakdown
| Week | Period | Cases | Successful | Unsuccessful | Success Rate |
|---|
| Week 1 | May 1 | 14 | 2 | 12 | 14.3% |
| Week 2 | May 4 – 8 | 34 | 0 | 34 | 0.0% |
| Week 3 | May 11 – 15 | 40 | 8 | 32 | 20.0% |
| Week 4 | May 18 – 22 | 71 | 6 | 65 | 8.5% |
| Week 5 | May 25 – 29 | 22 | 1 | 21 | 4.5% |
Tenant Feedback & Returning Chance
Feedback Sentiment
| Sentiment | Count | Rate |
|---|
| Positive | ~130 | ~71.8% |
| Neutral / Abstain | ~20 | ~11.0% |
| Negative | 14 | 7.7% |
| Uncontacted | ~11 | ~6.1% |
Positive 71.8%
Negative 7.7%
Returning Chance
| Category | Count | Rate |
|---|
| Would Return (YES) | 120 | 66.3% |
| Neutral | 21 | 11.6% |
| Would Not Return (NO) | 13 | 7.2% |
| Not captured | 27 | 14.9% |
Would Return 66.3%
Would Not Return 7.2%
Top 3 Tenant Feedbacks — May 2026
⭐⭐⭐⭐⭐
"I've really enjoyed my stay with CDA and appreciate all the support during my time here."
Jack Christopher Llewelyn Lewis
Room 3, #29, 285 Cleveland St, Redfern
Leaving Sydney · Returning: Yes
⭐⭐⭐⭐⭐
"If CDA has rooms available in Perth, it would be very helpful for me — I would definitely consider staying with CDA."
Jenny Alejandra Marulanda Correa
Room 3, #1924, 329A Canterbury Rd, Canterbury
Relocating to Perth · Returning: Yes
⭐⭐⭐⭐⭐
"Overall, my experience with the rental was good."
Evangelina Jowen Palacios
Room 4, #1754, 18 Great Buckingham St, Redfern
Moving with family · Returning: Yes
Top Move-Out Reasons — What Actually Happened
The largest group. Tenants were leaving Australia or relocating to another city — primarily international residents completing their stay. Most exited with positive feedback and high NPS scores.
Javier Marin Ferrandiz
144 Australia St
"Everything was very well and clean. I will definitely choose CDA for my next time in Sydney or Australia."
NPS: 5/5
Vinayak Shenoy Viswanatha Shenoy
80A Garfield St, Wentworthville
"No comments." — Left negative feedback (NPS 1) due to unresolved maintenance issues during stay.
NPS: 1/5
Tenants selected "Other" or left the reason blank in the move-out form. Based on the Unsuccessful Reason field in the retention system, these break down as follows:
| Sub-reason (from retention system) | Cases |
|---|
| No provided reason for move out | 8 |
| No response from the occupant (unresponsive after outreach) | 4 |
| Going back / Moving to a different country | 3 |
| Going on vacation | 2 |
| Tenant left already before retention contact | 2 |
| Family emergency / personal matter | 1 |
| No updates from maintenance team (pending issue) | 1 |
| End of lease | 1 |
| Other / not specified | 7 |
Ramay Mehta
9 McDonald Crescent, Strathfield
"Don't lie and please reply."
Unsuccessful reason: No updates from maintenance team
John Inekwe
2/167 Rawson St
"You have to be professional, don't risk people's life."
Unsuccessful reason: not specified
Tenants chose to move in with people they know. Feedback was generally positive and these were low-risk cases from a service quality perspective.
Ross Peters
61 Wellington Street
"The company has been fine, just the place is really small and for $370 a week is questionable."
NPS: 5/5
Sara Sindhwani
46 Henley Rd, Homebush West
"Provide outside key for tenant to lock room."
NPS: 3/5
Tenants relocating for study or employment commitments. Almost entirely external and unavoidable. Feedback was predominantly positive.
Marin Tanabe
229 Liverpool Rd, Strathfield
"Thank you for your support during my stay. Overall, it was a good experience."
NPS: 5/5
Susan Oliva Castillo
2A Yeran St, Sylvania
"It was a good experience."
NPS: 5/5 — Retention outcome: Successful (internal relocation arranged)
Nine tenants cited cleanliness as their primary reason for leaving. Issues reported: dirty common areas left by other tenants, absence of scheduled cleaning, and pest problems.
Properties involved: 56 Yurong St (Darlinghurst) · 12 Erskineville St (Newtown) · 6/802 Pacific Hwy (Chatswood) · 295 Cleveland St (Redfern) · 103 Jamison Rd (Penrith) · 91B Church St (St Peters) · 34 George St (North Strathfield) · 30 Chisholm St (Darlinghurst) · 12 Fernvale Ave
Joel Auty
56 Yurong St, Darlinghurst
"The house isn't pleasant however the move in process was good."
NPS: 2/5
Matthew Campbell
30 Chisholm St, Darlinghurst
"I hear the property managers tell new tenants that the house is cleaned every 2–4 weeks — this is not true. Besides this the place is great."
NPS: 4/5
Federico Falco
12 Erskineville St, Newtown
"No reply on emails. Totally ignored. Only get answers when you are the ones asking."
NPS: 1/5
Seven tenants cited a direct rent increase; another seven found a cheaper alternative outside CDA. In most cases no negotiation attempt was recorded before the tenant completed their move-out.
Micheal Mendoza
23 Centennial St
"Very poor experience — illegal rent increase."
NPS: 1/5
Sung Jae Heo
4 Cropley St, Rhodes
"You guys don't get back very fast."
NPS: 2/5
Key Pain Points — Top Cases Per Category
Impact: HIGH
Negative feedback: 8 of 10 cases
Pattern: Unresolved issues + no follow-up
Most Impactful Cases
Louis Leray & Guillaume Perrichet
Room 2, #1972, 193 St John St, Launceston
"They have too much maintenance needed in this house and you never did it. You never told us we have to pay for our own heating. We sent a lot of texts and emails to get any answer. That is not acceptable. We leave because it's too cold in the house."
Vinayak Shenoy Viswanatha Shenoy
Room 8, #477, 80 Garfield St, Wentworthville
"WiFi internet was not working and CDA took almost three months to fix it. Lawn was not mowed for almost 3 months."
Lana Rasheed
Room 4, #150, 313 Crown St, Surry Hills
"I have no positive experience unfortunately."
Impact: HIGH
All 3 cases: Negative feedback
Pattern: Emails unreplied / delayed responses
Most Impactful Cases
Yuna Shintake
Room 3, #838, 5/18 Belmore St
"Multiple complaints regarding pest, response resolution, and shower issue. Due to these repeated issues and the delayed responses, I no longer feel comfortable continuing to live here."
Sabrina Bertocchi
Room 6, #54, 295 Cleveland St, Redfern
Negative feedback
"Andres has never been helpful with anything. The team has been available and supportive, except for him." — The tenant is calling out one specific agent by name as unresponsive, while acknowledging the rest of the team was fine. Note: The name "Andres" may refer to "Andy" — agent identity is unconfirmed and should be verified internally before any action is taken.
Impact: MEDIUM
Pattern: Gap between promises and reality
Cases
Matthew William Campbell
Room 1, #246, 30 Chisholm St, Darlinghurst
"I hear the property managers tell new tenants that the house is cleaned every 2–4 weeks — this is not true. Besides this the place is great."
Subhojit Talukdar
Room 5, #1373, 305R King St, Newtown
"Should provide better appliances. One thing or the other breaks down every month."
Impact: MEDIUM
Feedback: Positive overall — left due to specific housemates
Case
Maria Fernanda Martinez Quintana & Gerardo Damian Sanchez Garcia
Room 5, #1741, 34 George St, North Strathfield
"Overall we liked the house and the amenities; however, the lack of cleanliness on the part of most of the residents — and especially the couple in Room 2 — made our stay there uncomfortable and problematic."
Impact: MEDIUM
Feedback: Negative — multiple concerns raised
Case
Thavarajah Thavakumaran
Room 4, #967, 48 Underwood Rd, Homebush
"Too expensive for the quantity of living. I have a lot of safety concerns — I have never seen an agent accompany a third-party contractor during maintenance. I do not feel like the housemates are properly vetted."
Negative Feedback — Property Locations
14 properties where tenants left negative feedback in May 2026. Click a dot to see case details. Most are clustered in the inner-west and south Sydney. Two properties are in Launceston, TAS.
Maintenance Issue
Response Time / CS
Expectations
Contract / Policy
Housemate / Other
Map uses approximate suburb coordinates. Cases in Launceston (TAS) are not shown on the Sydney map view — see list below.
| Tenant | Address | Category | Key Issue |
|---|
| Vinayak Shenoy | 80 Garfield St, Wentworthville | Maintenance | WiFi & lawn unattended 3 months |
| Federico Falco | 12 Erskineville St, Newtown | Maintenance | No reply to emails |
| Melissa Karlidag | 6/802 Pacific Hwy, Chatswood | Maintenance | Cleanliness & loud environment |
| Wout Renders | 47 Forbes St, Newtown | Maintenance | Did not disclose specifics |
| Jade Marie Christiane | 193 St John St, Launceston | Response Time | 7-day response delay after notice |
| Louis Leray & G. Perrichet | 193 St John St, Launceston | Maintenance | Heating, maintenance neglect |
| Gladys Solis Rebullar | 103 Jamison Rd, Penrith | Maintenance | Did not disclose |
| Lana Rasheed | 313 Crown St, Surry Hills | Maintenance | No positive experience |
| Joel George Auty | 56 Yurong St, Darlinghurst | Maintenance | House not pleasant |
| Sabrina Bertocchi | 295 Cleveland St, Redfern | Response Time | Specific agent unresponsive |
| Ramay Mehta | 9 McDonald Cres, Strathfield | Response Time | Emails unreplied |
| Yuna Shintake | 5/18 Belmore St, Belmore | Response Time | Pest + delays + shower |
| Subhojit Talukdar | 305R King St, Newtown | Expectations | Appliances breaking monthly |
| Thavarajah Thavakumaran | 48 Underwood Rd, Homebush | Contract | Safety & vetting concerns |
Case Type Breakdown
Standard tenant-initiated move-out requests processed through the offboarding pipeline.
Tenants requesting a move to a different CDA property or room. Best performing category.
Tenants temporarily moved within CDA due to maintenance or inspection. Tenants: Siddalee Jennifer Diaz (✅ successful), Alec Arthur Douthwaite (✅ successful), MD Akhlaque Ahmed (❌ unsuccessful).
One eviction case processed in May (rent arrears pipeline). Tenant: Jungeun Ji. Handled in coordination with the finance team.
Note: Retention does not intervene to prevent evictions unless there is an error in the process or the tenant has a valid case.
Council Inspection vs Maintenance vs Standard Move-Out
| Sub-Category | Cases | Properties / Tenants |
|---|
| Council Inspection — temporary relocation | 2 |
Erarslan Sahin (May 1, successful) · Shahriar Hasan (May 14, successful). Both temporarily relocated within CDA portfolio and retained. |
| Maintenance-driven departure | 11 |
80 Garfield St (Wentworthville) · 12 Erskineville St (Newtown) · 6/802 Pacific Hwy (Chatswood) · 47 Forbes St (Newtown) · 193 St John St x2 (Launceston) · 103 Jamison Rd (Penrith) · 313 Crown St (Surry Hills) · 56 Yurong St (Darlinghurst) · 9 McDonald Cres (Strathfield) · 5/18 Belmore St |
| Standard voluntary move-out | 133 |
Personal, lifestyle, financial, or external reasons (city/country, work, family). |
| Internal transfer / relocation | 30 |
11 successfully relocated within CDA. Notable: Diego Hernandez, Tanishk Mittal, Abhradeep Biswas (all to 6/10-14 Burlington Rd, Homebush) · Shahriar Hasan · Luciana Rorato · Susan Oliva Castillo. |
| Eviction | 1 |
Jungeun Ji — processed through arrears pipeline. |
Historical Follow-up: March → April → May 2026
CI tracks recurring pain points month over month to confirm whether reported issues are being resolved or persisting. This section is the basis for CI's follow-up conversations with each department head.
| Metric |
March 2026 |
April 2026 |
May 2026 |
| Total Move-Outs |
400+ (partial data) |
Pipeline not completed |
181 |
| Retention Success Rate |
15.3% (54 retained) |
Pipeline not completed |
9.4% (17 retained) |
| Tenant Feedback — Positive |
140 (35%) |
~33 of 65 feedback records |
~130 (71.8%) |
| Tenant Feedback — Negative |
28 (7%) |
~31 of 65 feedback records |
14 (7.7%) |
| Uncontacted Tenants |
58 (14.5%) |
Pipeline not completed |
~10 est. |
| Top Pain Point |
Maintenance / Response Time |
Maintenance / Response Time |
Maintenance (7 cases) |
⚠️ Persistent: Maintenance (3 months)
Maintenance is the #1 pain point in March, April, and May without exception. April cases include: unresolved complaints at 24 Mackenzie St Homebush (multiple tenants), lawn maintenance neglect, structural leaks, and termite/mould at 111 Nathan St Cranbrook. CI must follow up with Andrea Leguizamon (Maintenance).
⚠️ Persistent: Response Time (3 months)
Slow or absent replies appear in every month's negative feedback. April cases: "response is really slow, had to text multiple times," "really bad customer support, bad communication," "horrible team, you gotta talk to a manager to get anything done." CI must follow up with Channy Baleta (Customer Service).
🏠 Flagged Property: 193 St John St, Launceston
This property generated negative feedback in both April ("communication with the owner wasn't good, slow action on problems") and May (2 separate tenant departures citing heating, maintenance neglect, and 7-day delays). Requires immediate property-level audit.
📶 Connectivity: No WiFi for weeks
April surfaced two separate WiFi outages lasting weeks: 24 Mackenzie St Homebush ("no wifi for over 8 weeks, house trips everyday due to electrical issue") and 80 Garfield St Wentworthville ("WiFi outage lasting over 20 days"). Both properties also appear in May pain point cases.
Action Plan — Retention & CI
Three actions have been defined for the coming period, led jointly by the Retention team and CI.
1
Monthly meeting per department head — one complaint type, one improvement
CI schedules a monthly meeting with each department head — Channy Baleta (CS), Andrea Leguizamon (Maintenance), Ouanne Dumpit (Transitions), Kurian Kurichieal (Sales), and Donabel (Finance). In each session, one complaint type is selected using the 80/20 principle: identify the issue that, once resolved, would have the greatest impact on tenant experience and retention. The team then works on a concrete improvement for that specific case. Meetings are conducted using existing systems — no new tools required.
CI
2
Reinforce phone call protocol — reduce uncontacted tenants
The current outreach process is WhatsApp first, followed by a phone call when there is no reply. CI will increase oversight of this protocol to ensure calls are consistently being made — not just WhatsApp messages. The goal is to progressively reduce uncontacted cases each month. In May, approximately 10 tenants were never reached. Each uncontacted case is a missed retention opportunity.
Retention + CI
3
Shift from reactive to preventive — proactive outreach before move-out notices
With a second retention specialist expected to join in mid-June, the team will have capacity to move beyond purely reactive retention (waiting for a move-out notice to arrive). The new specialist will focus on proactive contact with current tenants — calling before any notice is submitted to detect dissatisfaction early, collect feedback, and resolve issues before they lead to a move-out. This structural shift is the team's primary growth initiative for the second half of 2026.
Retention