This report highlights some of our achievements to-date, showcases our key strengths and the impact Housing Choices is making in an environment of continued pressure on the affordable housing market and in particular, on housing for vulnerable and low-income Australians.
2017
Message from the Chair & Managing Director
Michael Lennon M A N A G I N G D I R E C T O R
Arthur Papakotsias C H A I R
The roll out of the National Disability Insurance Scheme (NDIS) is affording us new opportunities to further build on our commitment to housing people living with a disability, and much has been achieved through collaborative efforts with key partners to support a growing number of ageing Australians who struggle to find safe and accessible housing. Our third year anniversary of the Better Housing Futures initiative in Tasmania was celebrated mid-year with a residents’ event in the North West, a 100% satisfaction rating from our partners, a 98% occupancy rate and 89% resident satisfaction rating. In South Australia, we are well under way with the formal transfer of a significant portfolio of public housing stock. Urban Choices Property, our independent, real estate agency, closed its first full year of operations with 15% growth and the appointment of a manager from the private real estate sector to pursue our competitive strategy.
Our capabilities have been further strengthened, to reflect and govern our rapid growth, with the appointment of our new Chief Operations Officer and three additional board members, Saul Eslake, Fabienne Michaux and Meredith Sussex AM. We are tremendously proud of the work achieved thus far this year and remain focused on exploring innovative and sustainable ways to break the cycle of housing stress and greatly increase access to secure accommodation for those in need. Regards, Arthur and Michael
The housing affordability crisis is now biting right across the country, with an increasing proportion of Australians facing a future with reduced prospects of achieving what was once the most basic Australian dream - to own their own home. With the volume of rental and affordable housing available to those who live on low incomes or those impacted by disability becoming ever more scarce, the pressure on the private rental market continues to increase.
Our work has never been more challenging and more necessary.
Now operating across three States; Victoria, Tasmania and South Australia, Housing Choices Australia continues apace with our mission to help ensure that all Australians, particularly those on low incomes and those living with a disability, have access to secure and sustainable housing.
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Foundations for the future
On the NDIS Working closely with our partners to understand the scale and need for disability housing across Australia is integral to broadening our National Disability Insurance Scheme (NDIS) housing offerings. Our planning includes the development of housing options that will offer a spectrum of accessibility, to cater for the needs of our ageing population as well as those living with a disability. It is our aim to be a policy leader in the NDIS space, through identifying a truly accurate representation of specialist disability housing needs, both now and in the future.
Expanding our Reach Housing Choices Australia is proud to announce the roll- out of Housing Choices South Australia (HCSA). Through a transfer of public housing stock, facilitated by the SA Government and Renewal SA, we will support a further 840 residents in central Adelaide. The Housing Choices South Australia brand clearly identifies and defines our presence in SA and the new affordable housing initiatives that complement our existing responses to homelessness and supportive housing programs. Our growth in SA has been underpinned by significant investment including doubling the workforce to 27 plus contractors and casual employees and the opening of a new office.
Collaborations Collaborations with Governments is an important factor of success in our sector. Housing Choices has worked closely and effectively with State Governments and their departments in Victoria, Tasmania and South Australia, to ensure we are doing everything we can to expand the quality and choice of housing to vulnerable people, through positive and innovative projects like Rapid Housing in Victoria.
The Merchant Development, Docklands.
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Michael Lennon on Rapid Housing
Housing Choices’ Rapid Housing procurement team worked with extraordinary commitment to fulfil this contract ahead of schedule and under budget. We have purchased 69 high quality properties that will become home to women and children escaping family violence. Spread across suburban Melbourne in areas of the most need, they are located close to public transport and key services including schools, enabling families to connect with their community. Housing Choices is partnered with Berry Street, Wintringham Housing and In Touch Multicultural Centre to deliver housing and support services to those in need. I am proud of the steady record of project delivery Housing Choices has achieved across all its social and affordable housing projects. The Rapid Housing project is yet another of which we can be tremendously proud.
Picturerd L-R: Housing Choices Australia Managing Director Michael Lennon, Victorian Minister for Housing Martin Foley and Domestic Violence Victoria CEO Fiona McCormack.
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Housing Choices Tasmania Three years of Better Housing Futures and another new project...
Under the State Governments’ Better Housing Futures program we now manage 1,464 residential tenancies across Tasmania. Key achievements:
In July, Housing Choices was successful in its bid to build more social housing properties in the North West.
Housing Choices is excited about future growth, development in Tasmania and the positive opportunities created under the ‘Better Housing Futures ’ Scheme.
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Adding to Australia’s Housing Options Urban Choices Property is Housing Choices Australia’s commercially operated, not-for-profit property management and real estate agency. Like Housing Choices, Urban Choices also exists to provide a broad range of sustainable housing solutions to meet the housing needs of vulnerable Australians, particularly those on low incomes and those living with a disability. Urban Choices has enjoyed an active first year of operations. The team has been working hard servicing existing clients and are proud to report a further 15% growth in numbers of private rental properties managed. The annual Urban Choices Landlords and Residents Survey indicated an overall satisfaction of 86%; a very pleasing result for its first year. Urban Choices will continue to improve its services to clients and attract more private property investors who wish to combine good investment with the chance to give something back to their communities; making their investment properties available to the affordable housing rental market.
“SMART, ETHICAL PROPERTY MANAGEMENT”
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Back of the Envelope Figures for 2017
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Partnership Praise & Performance
Striving for Collaborative Excellence
Feedback Summary Housing Choices is viewed by our partners and stakeholders as professional and knowledgeable; our staff’s dedication, integrity and honesty is highly regarded and valued, as is our overall partnership approach. Our partners report having high levels of confidence in the services we provide. Particularly helpful is the feedback that allows us to compare ourselves with other housing providers and the criteria our partners consider when choosing to work with us.
Knowing that our partners rate us so highly is a fantastic way to maintain and grow our collaborative partnerships across Australia. These are fundamental to delivering compassionate, professional tenancy management and housing solutions for vulnerable Australians, as well as building vibrant neighbourhoods to support them.
We respect Housing Choices’ commercial capabilities in planning and developing housing, preparing bids and managing the business. We benefit from Housing Choices’ expertise.
We know the best way to deliver sustainable high-quality outcomes for our residents is to work in collaborative partnerships. Each year we use our Partner Satisfaction Survey to check on their needs and our progress, how we performed against our peers and to inform our strategic planning.
Partnership Survey Participant, 2017
Managing Director, Michael Lennon
The results we achieved were outstanding! 92% Partnership Satisfaction NET PROMOTER SCORE 50*
Housing Choices is a large, capable organisation that shares our values and is committed to developing positive relationships.
The leadership shown by Housing Choices in the NDIS policy arena is highly regarded.
Tasmania
Victoria
Tenancy Management
93%
89%
Communication with Residents
93%
80%
Partnership Survey Participant, 2017
Partnership Survey Participant, 2017
Maintenance Services
89%
75%
*NB: The Net Promoter Score (ranging from -100 to 100) measures the willingness of Housing Choices’ partners to recommend our services to others. It is used for gauging our customer’s overall satisfaction with Housing Choices’s service offerings and is also related to our customer’s loyalty towards us. A score of 50 or over is considered excellent.
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International Housing Policy Project
Shaping Futures Housing Choices is participating in an international housing policy project that aims to shape the nature and style of housing policy into the future. The project brings together highly regarded housing academics and practitioners with representatives from various levels of government and housing peak bodies from the UK, Canada and Australia. The project concentrates on the issues leading to the current dilemma of soaring house prices, low levels of available affordable housing, and the inability of current housing models to provide sustainable short and long term solutions for those most in need of housing. The project team recently held a housing symposium in Toronto, Canada outlining the key issues facing policy makers and focused on solutions that will drive sustained improvement for those struggling to find affordable housing. The symposium received national and international coverage with broad-ranging support for the immediate need to take action on housing policy.
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Developments: Completed and Current
A Creative Collaboration 2016
In partnership with the Victorian Government, Housing Choices completed a $2.2m upgrade of La Trobe Close in Melbourne’s CBD. Built in the 1970s as housing for medical and nursing staff at Royal Melbourne Hospital, this renewal project is home and community to 100 of Melbourne’s most vulnerable people. In every way, this project was a model of successful collaboration - between Housing Choices, La Trobe residents, the contractors and the Department of Housing and Human Services. For every dollar invested, the La Trobe Close Renewal Program is estimated to deliver up to $3.50 of social and economic value for stakeholders. Highlights of La Trobe Close: • Forty-six units upgraded to provide residencies for 100 people • Kitchens and bathrooms upgraded, units re-painted and carpets replaced • Communal landscaping and increased security • Extended the life of these homes by 10 to 20 years, with minimal ongoing capital required
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69 New Homes for Family Violence Victims 2016 - 17
Specialist Disability Accommodation 2016 - 17 The Cloverleaf Shared Supported Accommodation Project is based in Rosebud, Victoria and was established in-part by the Community Living Association (CLA); a group of elderly parents of adult children with significant disabilities, who want to ensure their children have long- term sustainable accommodation and support into the future. Housing Choices is working with CLA and the Uniting Church in Australia on the project management of this development, scheduled for completion in late 2018. Highlights of Cloverleaf • A $2.49m project • Constructing a Specialist Disability Accommodation facility to house eight residents with disabilities and two full time carers • Collaborating with the Commonwealth Government, the Victorian State Government, Bendigo Bank and Community Living Association • Project partners; Uniting Church in Australia and Melba
In May the Victorian Minister for Housing Martin Foley visited one of Housing Choices’ 69 newly acquired and refurbished Rapid Housing apartments that provide much-needed accommodation relief to victims of family violence across Melbourne. In 2016 Housing Choices was awarded a $17.9m co-investment contract under the Victorian Government’s innovative Rapid Housing Assistance Program; part of the State Government’s $152m of housing initiatives in response to the Royal Commission into Family Violence. Housing Choices’ Rapid Housing procurement team worked tirelessly to fulfil this contract five weeks ahead of schedule and under budget. Rapid Housing Highlights: • The acquisition and refurbishment of 69 high quality properties, spread across suburban Melbourne in areas of the most need, located close to public transport and key services • Housing Choices is partnered with Berry Street, Wintringham Housing and In Touch Multicultural Centre, to deliver housing plus support • On time. Under budget
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Building for people on the Autism spectrum
In collaboration with the Department of Health and Human Services and Wyndham Council, we celebrated the opening of a new respite centre for young people on the Autism spectrum. The centre, project managed by Housing Choices, is operated by Autism Spectrum Australia (Aspect) and is now supporting residents aged between 15 and 25 who live in the Wyndham, Melton and Brimbank Council areas, providing a chance for the young people and their families to take a well-earned break. Complete with three separate living spaces designed as ‘calm spaces’ in which residents can feel at home, the centre can accommodate five young adults, plus a full-time carer. The Aspect Development: • Housing Choices granted nominal lease of site by City of Wyndham • Fully funded by DHHS - $1.79m • Commenced; March 2016 Completed; December of 2016 • Providing respite for young people on the Autism spectrum and their families, in a safe and well-appointed facility
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Pathways forward for Housing Choices Australia
Pathways Forward Continuous improvement lies at the core of everything we do and helps challenge us to further refine what we do well. Our methods of doing business - creating new funding models and forging new partnerships - will expand and increase in sophistication, effectiveness and impact. Our methods of impact measurement will be enhanced, to better inform our practices and improve them. In the year ahead, Housing Choices will rely on its experience, scale, innovation, flexibility and the quality and professionalism of its people to continue to deliver desperately-needed, long-term solutions to the housing needs of vulnerable Australians, at a time of truly unprecedented pressure.
NDIS & Housing Choices The National Disability Insurance Scheme (NDIS) has presented Australia with an historic opportunity. Future Australians will deliver judgement on just how well we, as a nation, rose to meet the challenges we willingly set ourselves to improve the life opportunities for people living with disabilities. Housing Choices will capitalize on our experience and independence to help inform the long-term future of disability housing in this country. We will expand our disability housing and tenancy management capabilities and explore new, efficient and innovative ways to deliver cost-effective, long-term, compassionate and sustainable housing solutions, under the NDIS framework.
Our National Business Strategy Housing Choices’ national expansion is part of our strategic business plan. By achieving the right economies of scale, we can maximise efficiencies and achieve greater, more innovative and more sustainable housing outcomes for all Australians. Partnerships are key to our operational model and given the continued reforms of the service delivery sector (NDIS, mental health and aged care) we are expanding our partner base to include national service delivery support partners. Key appointments to our Board of Directors and executive management team will better allow us to make bold but considered decisions and to act upon them efficiently and effectively.
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Pathways forward for Housing Choices Australia
Expanding Our National Footprint In 2017-18 HCA will significantly expand its operations in New South Wales. The NSW Government has clearly stated that social housing should be ‘aspirational, not generational’ and has set a bold, ten-year Future Directions agenda, committed to delivering up to $1b of new social and affordable housing in the coming decade. Based on our experience in Tasmania, South Australia and Victoria, we have every confidence that these goals can be achieved. With our track record of developing and managing high quality, cost effective and securely tenanted, social, affordable and disability housing, we are actively forging new collaborative partnerships in NSW and look forward to working with them and the NSW Government to fulfil the Future Directions agenda.
Growing the Organisation’s Impact 2018 will mark Housing Choices’ first ten years of group operations. We will celebrate by continuing to grow; by increasing the number of properties we own and manage, the number of tenants we support and serve, the breadth of our services and the quality of our partnerships. We will become an even more vocal advocate for vulnerable Australians and their housing choices, rights and needs, and an innovation leader in the social and affordable housing sector - bringing together Government, Private and Community housing models of development and investment, to maximise the housing choices for all Australians. We will accurately measure our social impact by establishing an evidence-based evaluation framework across our organisation, to better inform our practices and provide continued pathways for innovation and improvement.
Pictured: Housing Choices Managing Director Michael Lennon addressing delegates at a HCA hosted 2016 Homelessness Week event.
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Level 3, 350 Queen Street Melbourne VIC 3000 P 1300 312 447 E info@hcau.org.au
www.housingchoices.org.au
@HChoicesAU
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