A message from the State Manager
Victoria Resident Advisory Committee
July meeting attended by all committee members.
Housing Choices has seen an increase in satisfaction from our residents across all six service areas under review in this time period. This year saw a slight decrease (1-3%) across the board in all service areas, with the exception of Maintenance which remained steady at 80%, which could be based largely on a higher number of residents participating in the survey. Despite this decrease, results remain high for resident’s satisfaction with overall service delivery (82%), property (86%), location (87%) and customer service (79%). This indicates that whilst we may have a slight decline in satisfaction in the aforementioned service areas this year, we are still scoring highly across the board. Housing Choices takes the survey very seriously and I would like to sincerely thank all who participated. It was wonderful to see an increase in participation rates this year. The results will assist us in fine tuning our service delivery to ensure we are delivering the quality services you expect.
Sept meeting attended by five committee members.
Matters presented included:
• Housing Choices’ quarterly performance statistics.
• Resident Satisfaction Survey 2017 results.
• Content for Money Tips and Tricks Workshops
Decisions passed included: • Approval of Resident Community Fund application for Christmas Day Lunch for Ebsworth House residents • Approval of Resident Community Fund application for common area garden improvements at Guildford Lane • Approval of Resident Community Fund application for common area vegetable patch in Kew
Well it feels like spring is finally here and the Jasmine is in bloom! It’s a beautiful time of year in Melbourne and I hope you’re all enjoying this wonderful weather. It has been an interesting and busy quarter for Housing Choices , so I’m sure you’ll enjoy the updates in this Spring edition of Home Stories. This publication would not be nearly as entertaining without your stories, so please continue to let us know what you have been up to. This last quarter saw the delivery of our Resident Satisfaction Survey and we are busy analysing the report as part of our renewed focus on quality customer service. Over the seven- year period (2011-2017), the annual Resident Satisfaction Survey have been conducted through Quest Consulting. Response rates this year has increased significantly since 2014, indicating an increasing level of resident trust in the process.
Ongoing Support Provided to Resident Community Groups
• Craft and Chat (Preston, Fortnightly)
• High St Garden Group (Preston, bimonthly)
• St John’s Garden Group (Chetwynd North Melb, monthly)
• Victoria Square Precinct Committee (Convened by Drill Hall Residents Association, bi-monthly)
• Mary Street Community Garden Committee (Preston, bimonthly)
• Support in the form of attendance, assistance with materials, catering and promotion of groups and events.
The Housing Choices Good Neighbour Awards We have received nine nominations from our residents in the third quarter of 2017. Five winners for the third quarter will shortly be selected by the Housing team leader group. Keep your nominations coming in for the fourth quarter and the chance for the end of year grand prize! Resident Meetings and other programs Housing Choices’ housing team has facilitated and supported six local area resident meetings this quarter, July to September, and we thank the residents for coming out even though the weather has been dreary! We have also delivered five Money Tips, Tricks and Traps workshops in conjunction with Good Shepherd Microfinance, using grant funding form the Ian Potter Foundation, and have funded five Futures scholarships to assist our residents with out of pocket expenses associated with their education.
Donna Hinchcliff State Manager, Victoria
Image: Donna Hinchcliff - State Manager Victoria.
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