Resident Survey update P3 New Chief Executive Officer at Housing Choices Australia P4 Meet the team behind the new Contact Centre P5 Autumn 2026
Housing Officer Jade enjoying the Pizza in the Park Event.
HChoicesAU
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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 . A major milestone went live recently with the launch of HCA Connect, our new national digital contact centre. Residents now have one set of contact details no matter where they live, making it easier to reach us and helping our teams respond more consistently. You may have already seen the new details on letters, posters or fridge magnets in your building. Face-to-face services remain the same, and we’ll continue refining the system based on feedback. Across Australia, we are also working hard to strengthen safeguards for residents with disability. Through our national project funded by the NDIS Quality and Safeguards Commission, we are building a more disability inclusive housing workforce, equipping our teams with the skills and tools they need to better support residents and meet key safeguarding requirements. Thank you to the residents who have shared their experiences to help 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. Here in Victoria, connection and community have been at the heart of recent events. In February, we joined Assemble, Aboriginal Housing Victoria and Essence Communities to host a resident house warming event that brought together social, affordable and market rental residents for a Welcome to Country, live music and an opportunity to meet neighbours. This was the first of many community building events planned for the site. 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 In the spirit of reconciliation Housing Choices Australia acknowledges the Traditional Custodians of Country throughout Victoria the Wurundjeri Woi Wurrung people of the Kulin Nation and their connections to land, sea and community. We pay our respect to their Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples.
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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.
Winter Energy Saving Tips
Set your heater to the best temperature Try to keep your heater between 18°C and 20°C degrees. Putting your heater higher can use more energy! Keep doors closed Close doors in your home to keep the heat in. You can also cover the bottom of the doors with draft stoppers to stop the cold air coming inside. Use the sun If it is a sunny day, open your curtains or blinds to let the sun in; but remember to close them at night to keep your home warm.
When Lani starts Lani will start on 1 June 2026.
Scan the QR code below to see more energy saving tips from Government website www.energy.gov.au.
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.
Scan Here
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Meet the team behind the new Contact Centre
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2.
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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. 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.
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.
Here are our new contact details:
Email: contact@hcau.org.au
Phone: 1300 312 447
SMS & WhatsApp 0451 266 242
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Sensitive Content
Winter 2025
Our national service model P3 Staff Profile: Community Engagement Officer, Eli P4 Simple steps to stop mould this winter P8 High Street Garden Group winners Irene and Chris (middle and right) with Victorian Minister for Housing (left) .
HChoicesAU
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Community Engagement Updates
Apply for Redress for Historical Institutional Abuse The Victorian Government is offering Redress (compensation) for Victorians who experienced abuse and/or neglect as children in institutions before 1990. Redress has been set up to recognise what happened, and the harm it caused. To apply, applicants will have: ∞ lived as a child (before the age of 18) in a Victorian institution for at least 6 months (in total) before 1 January 1990. ∞ experienced physical, psychological, or emotional abuse or neglect in the Victorian institution. Redress includes: ∞ a payment of up to $20,000. ∞ a personal acknowledgment or apology. ∞ up to 20 counselling sessions. Eligible people will be able to choose one or all these options. If you need help to apply for Redress, you can ask someone you trust to help with the application form. Support is available at every stage of the process. There are free and confidential Redress support services available to help you. To find out more scan the QR code below or visit services.dffh.vic.gov.au/redress.
This edition of Home Stories brings some exciting updates for us to share with you. Welcoming New Team Members We are excited to welcome two new staff members who have joined our team in Melbourne. Both bring lots of experience in community engagement and a strong commitment to supporting communities across Victoria. Nina Resident and Community Engagement Coordinator Sharika Community Engagement Officer Home Stories Feedback 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 feedback form.
If you prefer to give feedback about Home Stories via phone or email contact us on 1300 312 447 or via communitydevelopmentvic@hcau.org.au 6
What do I do in a flood or storm?
In Victoria, storms, heavy rain and wind can happen. If there is a flood or storm, you can contact the Victorian State Emergency Service (VICSES) to help you. We have included a quick guide developed by VICSES to know when to call them in a weather emergency.
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Is anyone’s life in danger?
Yes
Call Triple Zero (000)
No
Call VICSES on 132 500.
Yes
Are you looking for emergency help in a flood or storm because: A tree has fallen and caused a lot of damage to your home or vehicle? There is damage to your roof, or it is leaking. A tree or large branch has fallen and is stopping you from entering or leaving your home? Your property is flooded or about to flood.
∞ Your call for help will be logged by their 24/7 call centre ∞ Someone from the SES will contact you for more details ∞ Inform Housing Choices of what has happened at
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1300 312 447 so we can organise repairs, if needed.
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No
If you have any other maintenance emergency, contact Housing Choices Australia Maintenance on 1300 312 447.
VICSES is an emergency services organisation and may complete emergency temporary repairs if they need to. For small leaks, minor damage, moving waste and cutting down of trees that are still standing, please contact Housing Choices Australia Maintenance on 1300 312 447 .
To keep updated on any emergencies near you visit www.emergency.vic.gov.au/respond/
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How to eat seasonally – Autumn Edition
What does ‘ eating seasonally’ mean? Eating seasonally means choosing fruits and vegetables that are grown and picked in their natural peak season when it is at its best. What does ‘peak season’ mean? Peak season is when a fruit or vegetable is grown at the best time which means that it grows easily and there are lots available.
Above: Raider and Tia.
Some benefits include:
Pet Social!
Cheaper – When fruits and vegetables grow easily and in large amounts, more is available, so they’re usually cheaper. They taste better – Fruits and vegetables that are in season do not usually need long storage or transport so they taste fresher and have better flavour. Think about how much better tomatoes taste in summer! They are better for you – When fruits and vegetables are grown in their peak season, they are picked at the right time. The fruit and vegetables keep more of their vitamins and nutrients.
Our winner for our Summer Pet Social is Sarah and her two dogs, Raider and Tia! Raider came into Sarah’s life at four weeks old and decided that his full-time job was to be her best friend. He has grown into the most amazing dog, powered by pure love and zoomies that come out of nowhere, always making her smile. Tia , her English Staffy, is the ultimate cuddle bug. She is all heart, all love, and happiest when she is glued to her big brother Raider, playing, following him around, or stealing his spot. Together they are her daily dose of laughs, love and muddy paws – proof that the best therapy has four legs and zero personal space awareness. At Housing Choices Australia, we know that pets have a positive impact on mental health and make incredible companions. If you have a pet that you would like to feature on our Pet Social, send us an email at communitydevelopmentvic@hcau.org.au for a chance to feature in our next edition of Home Stories !
Check out our favourite seasonal produce below.
Fruits Grapes Apples Pears
Vegetables Cauliflower Corn Pumpkin
Scan the QR codes below to see what produce is in season throughout the year.
Guide per time of year
Guide per type of fruit and veg
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Free support services you can contact anytime Everyone needs help sometimes. If you’re going through a tough moment, feeling unsafe, or just need someone to talk to, there are free services that can support you. 13YARN A culturally safe crisis support line for Aboriginal and Torres Strait Islander peoples. 13 92 76 www.13yarn.org.au/ National Translating and Interpreting Service (TIS National) Immediate phone interpreting service is available 24 hours a day, every day of the year. 131 450
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. The Victorian Resident Advisory Committee gave detailed feedback on Income Reviews in their November 2025 meeting, helping shape many of the below improvements. We have used that feedback to guide further improvements, including: Income Reviews – What’s New Improvements shaped by resident feedback
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.
www.tisnational.gov.au/ Non-English-speakers/ Interpreting-services
Nurse on-call Call from anywhere in Victoria for free health advice, 24 hours a day. 1300 60 60 24 If it is an emergency, you should always call 000 or go to an emergency department at a hospital. Kids Helpline Australian support service for children and young people. 1800 55 1800 www.kidshelpline.com.au/ National Disability Insurance Scheme (NDIS) Connects anyone with disability to services in their community. 1800 800 110
Making changes to help us process your reviews faster.
Further simplifying the Household Occupant and Income Review form.
Our next income review period is currently underway so you will see these changes in the information you get from us.
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.
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There are lots of free and low cost events and activities in Victoria. Go to the websites below to see what is on near you. What’s on Melbourne Find free and low-cost events happening in and around the city. whatson.melbourne.vic.gov.au/ Events Geelong Find free and low-cost events happening in and around Geelong. www.geelongaustralia.com.au/events/ LiveUp – Activities for Healthy Ageing Find local, low-cost activities to help you stay active, social, and confident. www.liveup.org.au/activities Free Guided Walk – Royal Botanic Gardens Victoria Enjoy nature with a relaxed, friendly group. Connected Communities
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.
whatson.melbourne.vic.gov.au/ things-to-do/free-guided-walk
English Reading Circle – narrm ngarrgu Library A calm, supportive space to practise English and meet new people. whatson.melbourne.vic.gov.au/ things-to-do/english-reading-circle-2026
Walking Soccer A fun, gentle way to get moving and meet others. wf4hvictoria.org.au/
housingchoices.org.au
CERES An environmental education centre, community garden, urban farm and social enterprise hub spread across four locations. https://ceres.org.au/community-groups/
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Local Neighbourhood Houses Above: Dandenong Community & Learning Centre. What is a Neighbourhood House? A neighbourhood house is a friendly, community place where people can go to learn things, meet others and get support. There are lots of Neighbourhood Houses in Victoria.
Above: Community Engagement Officer Alex setting up Pizza in the Park.
Bridge Darebin (in Preston)
North and West Melbourne Neighbourhood Centre
Welcoming community lunch every Friday (gold coin donation)
Regular morning teas
Choir
Pizza in the Park
Language classes
Altona North Community House
Pilates
English classes
Kids’ homework club
Computer classes
Money Skills program
Our community engagement team hosted a Pizza in the Park event on March 3 rd for our residents who live in the City of Melbourne Council Area. This event was a chance for our residents to meet each other and to get to know our community engagement, housing and maintenance staff, as well as staff from Cohealth and Wintringham. Thank you to the 30 residents, 10 HCA staff and all the Wintringham and Cohealth staff that attended.
Belgium Avenue Neighbourhood House (in Richmond)
Dandenong Community Learning Centre
Computer classes
Sewing classes
Woodworking
English classes
Sewing
Playgroups
Floristry classes
Hawthorn Neighbourhood House
Scan the QR code to find a Neighbourhood House close to you!
Walking Group
Tai Chi
Choir
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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
Tell us the remaining word for a chance to win a $50 Bunnings voucher! Send us your answer before Friday 27 March 2026 by: Email: communitydevelopmentvic@hcau.org.au Post: Level 3, 350 Queen Street, Melbourne VIC 3000 Only one entry per household is allowed. The winner will be drawn from all correct entries. Good luck!
Useful contacts
1800RESPECT: 1800 737 732 Victorian Government free Energy Assistance Program: 1800 161 215 SANE: www.sane.org/
Anglicare Emergency Relief: 1800 809 722 or find a service: www.anglicarevic.org.au/ our-services/financial- counselling/
National Debt Helpline: 1800 007 007 Lifeline: 13 11 14 QLife: 1800 184 527
Preston Office 137 High Street Preston VIC 3072
Head Office Level 3, 350 Queen Street Melbourne VIC 3000
All Enquiries 1300 312 447 contact@hcau.org.au
0451 266 242 (SMS/WhatsApp)
facebook.com/HChoicesAU
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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