Autumn 2026
Resident Survey update P3 New Chief Executive Officer at Housing Choices Australia P4 Income Reviews – What’s New P5
(L-R) Gerry and Damien
HChoicesSA
Hannah Harvey Chief Operating Officer Foreword from
As we move into autumn, I want to share some updates from across Housing Choices about the work underway to strengthen our services, improve how residents connect with us, and continue building safe, thriving communities across the country.
We’re pleased to announce the appointment of our new CEO, Leilani (Lani) Frew. She brings extensive leadership experience across private and public sectors including government, finance, infrastructure and housing. We look forward to welcoming her in June. You can read more about Lani in this edition of Home Stories . We recently launched HCA Connect, our new national digital contact centre, giving residents across Australia a simpler and more consistent way to get in touch. The new national number, email and SMS/WhatsApp channel mean you can reach us easily, no matter where you live. Our face-to-face services remain unchanged, and we will continue refining the system based on your feedback. Nationally, we are continuing to strengthen safeguards for residents with disability through a project funded by the NDIS Quality and Safeguards Commission. This work is helping our housing and property teams build deeper capability and confidence to better support residents with disability,
and we thank those who have contributed their experiences to guide this work. We are also progressing our new national Tenancy Supports Program available to all Housing Choices residents. The program provides short-term, personalised help if you are going through a tough time, for example challenges with health, finances, community connection or feeling isolated, and supports you to stay confidently and safely in your home. Tenancy Support Coordinators can work with you one-on-one, help create a personalised support plan, and connect you with local services in your community. To find out more, contact us on 1300 312 447 or contact@hcau.org.au. Thank you to everyone who took part in our latest Resident Satisfaction Survey. We’re listening, taking your feedback seriously and acting on what you told us. Read more about the results and what happens next on page 3 . I hope you enjoy this autumn edition of Home Stories .
Acknowledgement of Country Housing Choices South Australia acknowledges the Traditional Owners of the land where this publication is produced, the Kaurna people, and pay our respects to Elders past and present. We celebrate the stories, culture and traditions of Aboriginal and Torres Strait Islander peoples who are part of the Housing Choices community.
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2025 Resident Survey Results
Thank you to the 2,362 residents who took part in our 2025 Resident Satisfaction Survey. This represents 31% of households across Housing Choices Australia. The survey results remind us of the difference stable housing, strong communities, and supportive staff make in people’s lives. While there are some positive findings, the results also show we need to do better, particularly in how we communicate, respond to maintenance requests, handle complaints, and make sure residents feel heard. We are taking this seriously. These results are important, and they are already shaping the changes we are making to improve the delivery of services to you.
Overall satisfaction: 75 %
Condition of home: 77 %
Repairs and maintenance: 72 %
Residents’ rights upheld: 73 %
Communication: 71 %
Neighbourhood: 78 %
What you told us is working well Your home and neighbourhood Many residents told us their home and
What we need to improve Getting in touch with us We heard that it is not always easy to reach the right person or get a timely response. Communications Residents told us they would like clearer and more consistent
What we are doing
Fixing early issues with our contact centre to improve response times and make it easier to reach us. Increasing customer service and reception staff so there is more support available when you visit and contact us. Improving how we manage complaints, including a new Complaints Officer role, clearer processes, better updates, and staff training. Improving repairs and maintenance so issues are handled more quickly, and communication is easier and clearer.
neighbourhood meets their needs, including access to transport and services. Community and connection Stable housing and community connection continue to make a positive difference in people’s lives. Support from staff While it can sometimes be difficult to get in touch, residents told us they feel supported and listened to by our staff.
communication from us. Repairs and maintenance
Residents want faster repairs, clearer updates, and more consistent quality
in work carried out. Complaints process Some residents told us the
complaints process can be slow or unclear, especially around updates and timeframes. Being heard Fewer residents felt their views were listened to and acted on. We know this needs to improve.
We know there is more work to do, and we are committed to making real improvements in the areas you have raised. With our experienced survey partner CHIA NSW, we will hold focus groups with residents in every state and run short pulse surveys to hear more about your experiences and keep listening to your feedback.
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New Chief Executive Officer at Housing Choices Australia
We are pleased to let you know that Housing Choices Australia has appointed a new Chief Executive Officer (CEO). Her name is Leilani (Lani) Frew. She will start on 1 June 2026. The Board chose Lani after a careful and competitive recruitment process. What this means for you There will be no changes to your home, your tenancy, or the services you receive. Housing Choices Australia will continue to support you and your community. About Lani Lani has worked in senior leadership roles in government, housing, and finance. Most recently, she worked at the New Zealand Treasury. She helped manage government investment in housing and infrastructure. She has also worked with housing organisations and government teams to deliver housing projects. Outside of work, Lani enjoys regularly volunteering at Sydney’s Early Bird Café serving breakfast to those in need and mentoring emerging female leaders. Lani is also passionate about grassroots rugby and is an avid All Blacks supporter. Alongside her husband Paul, she is a proud parent of their son Joshua.
Above: Beautiful sunset at Glenelg beach.
Summer afternoons for some can mean the perfect chance to leave the house and go down to the beach. That’s exactly what our team did with our Common Ground residents on a warm Friday afternoon. Residents enjoyed walking along the boardwalk, watching the sunset and a few enjoyed the Ferris wheel. A small feast of hot chips and ice- cream, the perfect way to enjoy a classic Aussie past-time. Thankfully the Algae Bloom had receded for the day, but if you’re heading down to the beach and need to make sure it’s safe, please visit AlgaeBloom.sa.gov.au or call 1800 774 779 to keep yourself informed on any updates. Beach trip to Glenelg
When Lani starts Lani will start on 1 June 2026.
In her first months, she will meet staff and learn about Housing Choices Australia and the people we support. We will also share information later about ways residents can meet or hear from Lani. Leadership during the change Our Interim CEO, Michael Lennon, will stay in his role until 31 May 2026. Michael will work with Lani to make sure the handover is smooth. We thank Michael for his leadership and support during this time.
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Every six months, we ask for updated information about your household income so we can calculate your rent. Last year, we updated our income review process. Since then, residents across the country have shared feedback about their experience completing income reviews. We have used that feedback to guide further improvements, including: Income Reviews – What’s New Improvements shaped by resident feedback
Above: Luca with some of his cute toys. Right: Maria with her dog Luca.
Pet Social!
Improving our rent outcome letters to better explain your rent assessment using simple visuals.
Updating our income review letters so it is clearer what to provide and what happens next.
Last edition we introduced Pet Social, a new feature celebrating the animals who brighten residents’ lives. Our first winner is Maria from Walkerville and her dog Luca. Maria shared some beautiful words about her relationship with Luca, “He is 3 and a 1/2 years old and he has been my best friend and support dog throughout my breast cancer in 2024.” “He loves putting his paw on my hand and getting belly rubs.” “I take him to visit my dad in the dementia ward in the nursing home and to my granddaughter’s school. He is very popular with my neighbours too and I can’t imagine my life without him”. If you have a pet you’d like to feature on Pet Social, send a photo and a short story to communitydevelopmentsa@ hcau.org.au to be included in the next edition of Home Stories and win a prize.
Further simplifying the Household Occupant and Income Review form.
Making changes to help us process your reviews faster.
If you need help or have any other feedback to share, please contact us on 1300 312 447 or email contact@hcau.org.au . We are here to support you. Reminder: Please return your completed Household Occupant and Income Review form, along with proof of income within 14 days of receiving your letter. Our next income review period is currently underway so you will see these changes in the information you get from us.
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With more people feeling the pressure of rising costs and food insecurity, the Common Ground team has been looking at simple, practical ways we can offer extra support to our residents. To kick off the new year, we started a weekly Breakfast Club! A relaxed space where residents can enjoy a free, hot meal and connect with others in the community. It’s been a great way to bring people together while also helping ease some of the stress around food costs. Breakfast Club
Above: Residents enjoying the picnic at Government House.
What better is there to do on a nice day than have a picnic? A group of our Common Ground residents did just that in January with Connections Support Worker, Jessica. Each month, Her Excellency the Honourable Frances Adamson AC invites members of the public to enjoy a relaxing afternoon in the beautiful gardens of Government House. Residents were treated to a lovely picnic lunch while enjoying music from a live community band in a relaxing atmosphere. This event is open to the public and is held on the first Friday of each month . We encourage residents to take family or friends, spread out a rug or set up a camping chair and enjoy the surroundings. Lunch on Government Lawns
Every Wednesday , we cook up a tasty
breakfast using rescued food from OzHarvest, along with any other donated goodies we receive.
It’s been wonderful to see so many residents come along, share a meal, and start their day with a warm plate of food and friendly conversation.
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Above: (L-R) Kenny, Andy, Gerry, Jo and Damien.
Rainbow Coffee: Pride within HCSA
A group that has grown from just a few people to over 15, is our Rainbow Coffee group. Starting over 4 years ago, residents have a relaxed and welcoming space where people can come together, have a chat, share experiences, and support one another. It’s all about creating a safe place where everyone can be themselves, meet new people, and feel part of a community. Whether you identify as LGBTQIA+ or simply want to learn more and show support, everyone is welcome. We asked some of the regular attendees and newer attendees what Rainbow Coffee group meant to them.
‘Rainbow Group is great because love is love.’ - Jacquie ‘It’s a great opportunity to meet other people from Housing Choices that I wouldn’t normally meet. Somewhere I can meet new friends.’ - Jo ‘Inclusion and people can self-express who they are. People can be themselves, away from the judgement of people.’ - Andy
‘I used to live in co-operative housing and they did nothing. There was no socialising, just the running of the business and that’s it. We had a monthly meeting, did the minutes and went home. Here we have activities all the time, Jacquie, Damien and I have tickets to Tom Ballard, something that I wouldn’t be able to do without Housing Choices.’ - Gerry
We think Gerry sums up Rainbow Group perfectly with these words: ‘Rainbow Coffee is fun and inclusive! So come along and make some new friends’
Rainbow Coffee Group meets once a month on a Friday . Check out the Stay Connected Stay Active calendar for the next date if you’d like to join.
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Getting started with technology
We know some residents may need help to feel comfortable using new technology. We’ve recently introduced new ways to contact us like a new email address, SMS and WhatsApp. Sally from the Community Engagement team has run events to help residents learn more about technology and where they can find answers to their technology questions.
We found that when most residents have a question about technology they will: • Ask a tech savvy family or friend • Use a search engine like Google • Watch a YouTube video • Visit their local library for assistance
Another great resource to help you get started is Be Connected , which is a government initiative to help every Australian get the answers they need. Be Connected has articles, podcasts, online guides, how-to videos, online classes and interactive games to test your skills in everything including: • Mobile phones • Tablets • Online safety • Staying in touch with others • Lifestyle
Libraries can be a great source of help for digital help. Residents from Adelaide all the way to Port Augusta can pop into their local library to get help with everything from emails to WhatsApp.
https://beconnected.esafety.gov.au
To try out some of these resources type the website above into a web browser or scan the QR code below with your device’s camera and click on the link.
Scan Here
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Meet the team behind the new Contact Centre
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Above: 1. Customer Service Officers Desiree (L) and Natasha (R). 2. Customer Service Officer Sree. 3. Customer Service Officer Tom. 4. Customer Service Officers Elaine and Emma (L and R) and Customer Experience & Contact Centre Operations Manager Megan (M).
Housing Choices Australia has a new Contact Centre. There is now one phone number and one email address you can use when you need to contact us. We have a WhatsApp and SMS number available now and a Live Chat coming to our website soon, where you can talk to our staff online. All calls, emails and messages now go through one system and are managed by our Customer Service Officers.
Our Customer Service staff are based in Housing Choices Australia offices. They are the friendly staff that make sure your questions are recorded and directed to the right team. As we adjust to the new Contact Centre system, we know some residents are experiencing longer wait times than normal. Our Customer Service staff are working hard to answer calls and return messages as quickly as they can. We appreciate your patience while we work through this transition together.
Here are our new contact details:
Email: contact@hcau.org.au
Phone: 1300 312 447
SMS & WhatsApp 0451 266 242
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Winter 2025
Our national service model P3 Simple steps to stop mould this winter P4 Common Ground and Catherine House recognised for excellence P9
Common Ground News Anchors – residents Haydon and Rebeccah.
Updates to our Privacy Policy The information you share with us helps us manage your housing and provide services to you. You have the right to have your personal information kept safe, secure, and used appropriately, and we take this responsibility very seriously at HCA. We’ve recently refreshed our Privacy Policy, which explains how we protect and handle your personal information. This updated policy explains how we manage information and the steps we take to make sure it is treated with care and respect. We’ve also updated our Privacy Collection Statement: Customer so that when you provide your personal details to us, you’ll know exactly why we’re collecting them, how they will be used, and how they help us deliver services to you. These updates make sure our privacy practices remain clear and strong, so you can feel confident that your personal information is handled safely and responsibly. If you’d like to learn more, the refreshed policy and supporting information is available on our website.
HChoicesSA
Have your say on Home Stories We want to make sure this newsletter supports you. We would love to hear what you think about Home Stories . Please tell us: ∞ what you find helpful
∞ what you would like to see more of ∞ how we can improve future updates
You can also share ideas and let us know if you’d like to be involved in a future edition. Please scan the QR code below to complete the short feedback form.
Scan Here
housingchoices.org.au
If you prefer to give feedback about Home Stories via phone or email contact us on 1300 312 447 or via communitydevelopmentsa@hcau.org.au
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Cut your power bill with free day-time electricity
From 1 July 2026, some South Australian households can access up to 3 hours of free electricity each day through the Government’s Solar Sharer Offer. If you’re eligible, you can use electricity at no cost for a set 3-hour period around the middle of the day, when solar energy is most available. This is a great time to run heating or cooling, do washing or dishwashing and charge devices to save on your electricity bill.
Who can access the free electricity? You may be eligible if: • Your home has a smart meter. • You opt in to your electricity retailer’s Solar Sharer Offer plan.
Don’t have a smart meter? Smart meters are being rolled out by energy providers to make sure all households have a smart meter by 2030. These installations are done by your energy provider and usually have no costs. Please note Housing Choices SA is not responsible or involved in the roll out of these meters – please contact your energy provider for more information.
Smart meters – what you need to know A smart meter tracks your electricity use and sends it to your retailer automatically. Around 30% of Housing Choices SA residents already have a smart meter could be eligible for this offer. We encourage residents to check what type of meter you have or contact your energy supplier if you are not sure.
How do I sign up to the Solar Sharer Offer? • Check if you have a smart meter. • Contact your energy provider. • Opt-in to your energy provider’s Solar Sharer Offer plan.
TIP: If you are needing to change plans to access the Solar Sharer Offer - make sure to check that the new plan does not increase you overall bill.
Above: Example of an older meter.
Above: Example of a new digital smart meter.
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Home Stories Autumn puzzle Win a $50 Bunnings voucher!
Find all the words in the word search except for one, which is not actually in the grid. Words may be forward, backward, up, down or diagonal. A H C O C K A T O O J S K E S L K J H A G U I K P R Y O C R Z G J P L A D O A A F U D H B S J C N L N Y S N O C F W I S H J B A E B G H G K B M U D I F X O V S X T E A L N U T N Y
FIND THESE WORDS IN THE GRID: Kangaroo Koala Wombat Possum Kookaburra Cockatoo
L K W U O Q L W R W M S S A G P D C U R J G O O Q J S P K A K O O K A B U R O A T O F Z O S V E N M W O M B A T P H N B E K O O K A B U R R A G X W S A P N A Y C Y B A L L A W Q P K M A G P I E S F U J K U A L
Wallaby Echidna Rosella Magpie
To go in the draw, contact our Community Engagement team with the remaining word by calling 1300 312 447 or emailing communitydevelopmentsa@hcau.org.au. Make sure you include your name, home address, and contact number. Entries for the competition close Tuesday June, 30 2026 . Maximum one entry per household. Congratulations to Oxana from Marden , last edition’s puzzle prize winner.
Useful contacts
Vinnies Emergency Assistance: Adelaide Metro: 1300 729 202 between 9am – 1pm Monday to Friday. Regional South Australia: Visit your local Vinnies Shop.
National Debt Helpline: 1800 007 007 Lifeline: 13 11 14 QLife: 1800 184 527
1800RESPECT: 1800 737 732 SANE: www.sane.org/
192 Waymouth Street Adelaide SA 5000
All Enquiries 1300 312 447 contact@hcau.org.au
0451 266 242 (SMS/WhatsApp)
facebook.com/HChoicesSA
housingchoices.org.au
Disclaimer: To the best of Housing Choices Australia’s knowledge (Housing Choices), this information is valid at the time of publication. Housing Choices makes no warranty or representation in relation to the content or accuracy of the material in this publication. Housing Choices expressly disclaims any and all liability (including liability for negligence) in respect of use of information provided. Housing Choices recommends you seek independent professional advice prior to making any decision involving matters outlined in this publication.
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