Smithton High School youth workers collaborating with HCA on the school garden project. update P3 New Chief Executive Officer at Housing Choices Australia P4 Meet the team behind the new Contact Centre P5 Autumn 2026 Resident Survey
HChoicesTAS
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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 . One of the biggest steps forward this year has been the launch of HCA Connect, our new national digital contact centre. Residents across Australia now have one simple set of contact details, making it easier to reach us and helping our teams respond more consistently. Face-to-face services remain the same, and we will continue refining the system with your feedback. We are also continuing our national work to strengthen safeguards for residents with disability. Through a major project funded by the NDIS Quality and Safeguards Commission, our housing and property teams are building deeper skills and confidence to better support residents
with disability. Thank you to the residents who have generously shared 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 In the spirit of reconciliation Housing Choices Tasmania acknowledges the Traditional Custodians of Country throughout lutruwita (Tasmania) 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.
Op Shop Day – HUB108
Our recent HUB108 Op Shop Day was a wonderful example of community spirit in action. The local community have generously donated pre-loved clothing, books and household items. Janet and her family volunteered their time to help set up and run the day and the community supported one another by coming along to browse and purchase bargains. The atmosphere was welcoming, friendly and full of connection. Thanks to everyone’s efforts, we raised $200, which has been proudly donated to East Devonport Community House to support their important local programs and services. This event showed what can be achieved when residents and the community come together with a shared purpose. Not only did we raise funds for a great local organisation, but we also created an opportunity for neighbours to connect, reduce waste by re-using quality items, and enjoy a positive day together.
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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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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Above: School Kids working hard in the Zen Garden.
Room to grow project - Smithton High School
In 2025 Housing Choices provided a grant to Smithton High School to support the development of a new school garden, aimed at promoting sustainability and healthy living among students. The project includes growing fresh produce and building and establishing a greenhouse program, and giving students hands-on experience in gardening and environmental care. Through this initiative, students will have the opportunity to participate in planting, maintaining, and harvesting crops, while learning valuable skills about food production and the importance of green spaces in the community.
Some of the benefits of this project include: • Helping students learn practical, real-life skills. • Making subjects like science and health more engaging. • Teaching students where food comes from. • Encouraging healthier eating habits. • Building teamwork and responsibility. • Hands-on experience building structures for the garden.
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Staying connected and mental health support
As the days get shorter, staying connected is important. Consider: • Checking in on a neighbour • Visiting your local Neighbourhood House • Joining a community group or activity
Top: The Zen Garden. Above: The Hot House.
Find local programs via Neighbourhood Houses Tasmania. Visit their website: www.nht.org.au/ or call 6228 6515 A small connection can make a big difference.
We’ve already had the chance to support this project and visit the school, and it was really great to see it in action. The garden has come together beautifully, and it was especially nice to see students getting involved. What stood out the most was seeing students who don’t usually engage in classroom settings actively participating in the garden. They were hands-on, focused, and clearly enjoying the experience. It showed just how valuable this kind of practical learning space can be. It’s been a really positive outcome so far, and it’s clear the greenhouse and garden are making a difference.
If the cooler months are affecting your mood, support is available: • Lifeline – 13 11 14 (24/7) • Beyond Blue – 1300 22 4636 • Rural Alive & Well – Support for regional Tasmanians – 1800 729 827
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Autumn gardening – Quick tips for spring
Autumn is the perfect time in Tasmania to plant for a colourful and productive spring.
Plant now for spring flowers Plant these bulbs in the ground now:
Above: Molly enjoying being at the beach.
Pet Social!
Daffodils
Tulips
Jonquils
Freesias
Plant in a sunny, well-drained spot, about twice as deep as the bulb’s height.
Grow Your Own Veggies Cool-season crops that grow well in Tasmania:
Our winner for our summer Pet Social is Brianna and her dog Molly. Brianna shared some lovely words about her special relationship with Molly, “At 13 years old, she’s my therapy dog and my absolute world.” “She adores walks, car drives, beach days, treats, and she brings joy wherever she goes. She’s been my constant companion through life’s ups and downs, and I truly don’t know where I’d be without her”.” “She’s not just a pet — she’s family.” 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 communitydevelopmenttas@ hcau.org.au for a chance to win a prize!
Broad beans
Snow peas
Spinach Silverbeet Garlic
Simple autumn jobs • Add compost to garden beds.
• Mulch to protect plants from frost. • Clear leaves and start a compost pile.
No garden? Try pots or containers — herbs, lettuce and even strawberries grow well in small spaces.
A little planting now means a bright, blooming spring ahead!
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Above and below: Garden beds filled in the Food Forest.
West Ulverstone Community Garden
The West Ulverstone Community Garden is now thriving, and it’s open for all residents to enjoy!
The garden is a wonderful space where neighbours can come together to grow fresh vegetables, herbs, and flowers, learn new gardening skills, and simply enjoy being outdoors. Beds are already full of leafy greens, tomatoes, and seasonal flowers, and it’s already become a vibrant meeting spot for the community. Whether you’re an experienced gardener or just starting out, the garden welcomes everyone. It’s a great way to meet new people, get some fresh air, and even bring
home some homegrown produce for your kitchen! We encourage all residents to visit, get involved, and be part of this exciting new community project. Let’s dig in, grow together, and watch the West Ulverstone Community Garden flourish. For opening hours, volunteer opportunities, or to book a plot, please contact the Housing Choices team or Lisa , the Garden Coordinator on 0430 716 576 .
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Winter 2025 Our national service model P3 Letitia heals with art P5 Sally's winter warmer recipe P7
Resident artist Letitia's colourful bee painting.
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.
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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
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 communitydevelopmenttas@hcau.org.au
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Flu season is approaching in Tasmania. Getting vaccinated helps protect you and your community. Free flu vaccines are available for: Flu Vaccinations - Stay Protected
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
People aged 65+
Children under 5
Aboriginal and Torres Strait Islander people
Improving our rent outcome letters to better explain your rent assessment using simple visuals.
Pregnant women
Updating our income review letters so it is clearer what to provide and what happens next.
People with certain medical conditions
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.
Book through your GP, community health centre or local pharmacy. Visit the Department of Health Tasmania website for more information.
www.health.tas.gov.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
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 Development team with the remaining word by calling 1300 312 447 or emailing communitydevelopmenttas@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 Jason from Huonville , last edition’s puzzle prize winner.
Useful contacts
Emergency Relief Tasmania: 1800 647 995 Monday to Wednesday from 12:30pm – 2:30pm
National Debt Helpline: 1800 007 007 Lifeline: 13 11 14 QLife: 1800 184 527
1800RESPECT: 1800 737 732 SANE: www.sane.org/
Hobart Level 7, 39 Murray Street Hobart TAS 7000
Devonport 5 Steele Street Devonport TAS 7310
Shorewell Plaza 11A Wiseman Street Shorewell Park TAS 7320
All Enquiries 1300 312 447 contact@hcau.org.au
0451 266 242 (SMS/WhatsApp)
facebook.com/HChoicesTAS
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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