Report: The Renter’s Journey

The Renter’s Journey follows the rental experiences of four key groups of renters: women aged 55 and over, low income families, newly arrived migrants and young renters. The report applies consumer journey mapping to a policy context and highlights five common challenges experienced across segments. It provides 10 policy implications for consideration to ensure an effective, fair and inclusive private rental market.

The Renter’s Journey maps the lived experience of renters at each stage of the process from searching and applying, right through to resolving problems and exiting.

Common challenges across all groups included:
• finding homes that meet renters’ needs
• complex and time-consuming application processes
• significant transaction and moving costs
• difficulty in exercising rights
• an inadequate safety net for those falling behind