Autumn 2026
Resident Survey update P3 New Chief Executive Officer at Housing Choices
Australia P4 The Bold and Beautiful – paintings that inspire joy P5
Housing Choices WA Resident Ivan with his painting Cityscapes #2.
HChoicesWA
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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 posters, letters or fridge magnets. Face‑to‑face services remain the same, and we will keep refining the system based on resident feedback. 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 Western Australia, we recently celebrated the successful relocation of our Perth metro office from Rivervale to East Perth at 6-8 Bennett Street. We’ve been thrilled to welcome residents into the new space. The office is centrally located just minutes from the CBD, with excellent access to major roads, nearby train services and regular public transport. It provides a more convenient location for residents, partners and staff, and the modern workspace gives our team the facilities they need to deliver consistent, high quality services. 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 WA acknowledges the Traditional Custodians of Country throughout Noongar boodja (land) where we are based. We acknowledge their connections to land, sea and community and 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.
Above: Roxy.
Pet Social!
Last edition we introduced Pet Social, a new feature celebrating the animals who brighten residents’ lives. Our first featured pet is Roxy, an eight month old puppy. Roxy’s owner Katie shared that Roxy was a gift to the family after their previous dog passed away and was meant to be a “heart healer” for the children. There hasn’t been a dull moment since Roxy arrived. One day she decided a foam ball looked like a tasty snack and she was rushed in for emergency surgery - thankfully she made a full recovery. Katie says, “she is absolutely certified crazy and loves her children immensely. We wouldn’t be without her - our little burst of sunshine.” If you have a pet you’d like to feature on Pet Social , send a photo and a short story to alex.kepes@hcau.org.au or via 0437 887 675 to be included in the next edition of Home Stories and win a prize.
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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Above: Ivan’s amazing artwork on display at our last art showcase.
The Bold and Beautiful – paintings that inspire joy
Above: Ivan outside his home with his artwork Cityscapes #2.
For the past four years Ivan has attended regular art classes at DADAA (Disability in the Arts, Disadvantage in the Arts, Australia). Ivan loves spreading joy through his use of colour, he remembers as a child how a $2 pack of textas and pencils could make him happy and now, he now has access to high quality paints. He says, “I’m catching up on a bit of childhood I lost out on with my art, and it brings me joy.” Ivan also loves playing and collecting guitars, having taught himself to play by ear.
Ivan has been a Housing Choices WA tenant for 24 years and a passionate painter since he engaged in art therapy aged 19. Ivan has lived with mental health challenges and experienced periods of homelessness as a young adult. Having a stable home for over two decades has allowed Ivan to stay well and be creative. “Having my own place was life-changing - it was a new start. Since I’ve been housed with Housing Choices, I’ve stayed out of hospital”. For the past two years Ivan has participated in the Resident Art Showcase, his colourful work has been very popular with residents, staff, and stakeholders. “Having somewhere to show my art makes me feel I’m worth something. It means a lot to me,” he says. One of Ivan’s artworks called Cityscapes #2, was selected from the Resident Art Showcase to be featured throughout the 2024-2025 Housing Choices Australia Annual Report and on our new compliment slips. “This painting was a long experiment,” he explains. “I studied it for a while. I feel I have an IQ with colour and just used my imagination, and things popped out at me.”
Ivan’s new artwork will be on display at this year’s Housing Choices Resident Art Showcase at the Gary Holland Community Centre on May 6th .
Right: Ivan playing one of his favourite blues guitar.
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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. The WA 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
Above: Residents and family enjoying day out at Kwinana water park.
Food, fun & friendly faces at the Kwinana Adventure Park
This January, the sun was shining and the smell of a sizzling BBQ set the scene for a fantastic community gathering at Kwinana Adventure Park. Residents of all ages came together for a relaxed afternoon of connection, fun and family-friendly activities. More than 30 residents joined in for arts and crafts, games and plenty of time enjoying the water park. The event created a welcoming space for neighbours to meet for the first time, reconnect with familiar faces and chat with staff in an informal setting. A special thank you to Kirsty and Michaela from our Housing Team for supporting the day and helping residents to feel at home. The energy, laughter and enthusiasm from everyone made it a truly memorable afternoon.
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.
Making changes to help us process your reviews faster.
Further simplifying the Household Occupant and Income Review form.
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.
If you’d like to see an event like this in your area, get in touch with our Community Engagement team by calling 1300 312 447 or email contact@hcau.org.au.
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Resident Advisory Committee Update
Above: Advisory Committee members Trish, George and Quillum visit our new Bennett Street Office.
We recently welcomed members of our resident advisory committee to hold our first meeting of the year in our new East Perth office. It was a great opportunity to come together in the new space and continue important discussions about how we can improve services and opportunities for residents. Over the past few meetings, the committee has been working on a range of topics, including: ∞ How to get more residents to take part in the next resident satisfaction survey, so more voices are heard. ∞ Sustainability in our housing, including practical ways we can support cost of living pressures for residents. ∞ Feedback on income review letters and forms to help make them clearer for residents to understand.
∞ How we can support residents who want to start their own groups or activities in their communities. ∞ Reflecting on the structure of the Resident Advisory Committee and how we can hear from more residents. ∞ Ways to help residents adjust to the new East Perth office location and feel comfortable visiting the space. In this edition you will see some updates to our income review paperwork which has been a result of feedback from our resident committees. We thank our committee members for sharing their time, ideas and experiences to help shape improvements for residents across our communities. Below: Our first committee meeting at new metro office in action with beautiful views of the Swan River.
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Creating connection through craft Housing Choices resident Melissa recently led her very first craft group at the Mandurah Library with support from our Community Engagement Team. Melissa is a talented crafter and wanted to share her skills and teach others how to make Christmas-inspired macramé angel ornaments. Macramé is a craft that uses knotting techniques to create decorative items, combining creativity and patience. Housing Choices supported Melissa through our Small Sparks Fund which is designed to help residents run small groups or activities of their own. At Melissa’s session residents enjoyed learning the craft, sharing stories about other cultures, and connecting with one another. Melissa’s enthusiasm and thoughtful facilitation created a warm, inclusive space that encouraged creativity and conversation. By the end of the session, participants left with handmade decorations, new skills and meaningful connections.
Above: Melissa with residents and Community
Engagement Officer, Angela, showcasing their completed macramé.
Above: Examples of the beautiful and detailed macrame angels.
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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. 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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Bringing the library to your door Did you know your local library can deliver books directly to your home? Several councils offer a Housebound or Home Library Service for residents who are unable to visit due to mobility challenges, illness or disability. Library staff carefully select items based on your interests, including novels, large print books, audiobooks and DVD’s. It’s a personalised, free service designed to keep you connected to reading and community. If you or someone you support may benefit, contact your local library branch to ask about registering for the Home Library Service.
Our East Perth office is now open!
Our Perth metro office has moved from Rivervale to East Perth and is now open for residents to visit.
Level 2, 6–8 Bennett Street, East Perth WA 6004 8.30am – 4.00pm, Monday to Friday
It’s been great welcoming residents into the new space, and we look forward to seeing more of you soon. Our office space has modern facilities, updated technology and comfortable seating to help you feel at ease when you visit. The new location is close to the city and easy to get to by public transport. You can catch any train into Perth Station, and there are regular buses that stop on Adelaide Terrace a short walk away from the office. If you’re driving, there is paid street parking on Bennett Street and a Wilson car park at the building. Our office is on Level 2, with lift access from the ground floor. There is also ramp and stair access, with signs to help guide you.
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Spring 2025
Make your payments more secure and win P3 Updates to our Rent Policy P5 Money Matters sessions round up P6
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.
Resident Sylvia at our Bunbury Quiz Afternoon.
HChoicesWA
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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
Please scan the QR code below to complete the short feedback form.
Scan Here
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If you prefer to give feedback about Home Stories via phone or email contact us on 1300 312 447 or via contact@hcau.org.au .
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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 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
FIND THESE WORDS IN THE GRID: Kangaroo Koala Wombat Possum Kookaburra Cockatoo
Wallaby Echidna Rosella Magpie
To go in the draw, contact our Community Engagement team with the remaining word by calling 1300 312 447 , emailing alex.kepes@hcau.org.au or posting to PO Box 105, Burswood WA 6100 . 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 Mary from Gosnells , last edition’s puzzle prize winner.
Useful contacts National Debt Helpline: 1800 007 007 Ask Izzy: askizzy.org.au Carers Gateway: 1800 422 737
Lifeline: 13 11 14 Mental Health Emergency Response Line: 1300 555 788 (Perth region) 1800 676 822 (Peel region) Rurallink: 1800 552 002 (rural/regional WA)
Perth Metro Office Level 2, 6-8 Bennett Street, PO Box 105 East Perth WA 6004
Peel Office 4 Stevenson Street PO Box 1200 Mandurah WA 6210
South West Office 1 st Floor, 25 Victoria Street PO Box 1539 Bunbury WA 6230
All Enquiries 1300 312 447 contact@hcau.org.au
0451 266 242 (SMS/WhatsApp)
facebook.com/HChoicesWA
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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