Place &
Bel nging
2023-24
HOUSING CHOICES AUSTRALIA
ANNUAL REPORT
Place &
Bel nging
ANNUAL REPORT 2023-24
ACKNOWLEDGEMENT OF COUNTRY
Housing Choices Australia acknowledges the Traditional Custodians of Country throughout Australia 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.
DISCLAIMER
To the best of Housing Choices Australia’s (Housing Choices) knowledge, 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.
2 | Housing Choices Australia
About the Cover Artist
BRONWYN COTTERILL
“I like to paint about my family, my country, history and culture. Many of my family were part of the Stolen Generation.” “Place and belonging to me means connection to country and to family. In my painting the symbols I use represent the land, animals, camps, and the paths walked and worked on by my family. My artwork tells a story, the history of my people, my land, my past and it connects me to the present.” The painting featured throughout the annual report, Blood Connection, is one of Bronwyn’s first large-scale works. It narrates the story of Bronwyn’s ancestors, her grandparents, and their eight children from the heart of wildflower country in WA’s mid-west. The eight small circles represent her father’s siblings, and two larger ones symbolise her grandparents. The vibrant colours reflect the wildflowers, which bloom in abundance when in season. The circles on the side signify places of great significance to her family.
Self-taught artist, grandcarer and Housing Choices resident Bronwyn, is the artist behind the beautiful artwork featured on the cover and throughout the annual report, titled Blood Connection. Bronwyn is a Yamaji woman from Yalgoo, a small mining town in Western Australia about 500 kilometres northeast of Perth. She became a Housing Choices WA tenant three years ago, after Cyclone Seroja hit Mullewa and ripped the roof o her home. The event left her and her six grandchildren homeless. “There were no properties in my hometown, so I had to go to Perth to find housing. I went through the process, and I think I started crying when I was told there was a house for us,” said Bronwyn. As a single grandcarer of up to six children under 16, Bronwyn doesn’t have a lot of spare time to dedicate to her passion of painting. She will often paint through the night or in the early hours of the morning, where she can take some time to relax from her busy household. “Painting brings me peace. I paint because it de-stresses me, it’s my time to relax and I love seeing the di erent reactions people have to my art”.
| 3 Annual Report 2023-24
About Us
Australia is experiencing an unprecedented housing crisis and has urgent need for a ordable, secure housing. Everyone should have the opportunity to live in a safe, comfortable and a ordable home.
Housing Choices Australia is an independent, national, not-for-profit housing provider. We deliver a ordable, quality housing for people who struggle to find homes that meet their needs in the private rental market.
OUR VISION
PRIORITIES FOR NEXT YEAR
All people in Australia have a safe, a ordable home and the opportunity to thrive.
1
More services, and better services: • We will transition to a tenure-neutral, customer-driven national service model, that incorporates state and national best practices. • We will ensure our core support and placemaking services meet the diverse needs of our residents and establish e ective feedback mechanisms to drive continuous improvement. • We will operate across markets and jurisdictions in Australia. More homes, and better homes: • We will expand our housing portfolio to meet growing demand for safe and a ordable homes. • We will enhance the quality and sustainability of our housing portfolio through a robust asset management strategy and strong relationships with our partners. • We will seek to build partnerships for future growth. A vibrant, resilient, and resident-focused organisation: • We will build a resident-focused culture, centred around knowing our residents, understanding what excellent performance looks like, and continuous improvement and collaboration. • We will invest in our people and build our brand, transformation, and technology capabilities, all while driving organisational e ciency and e ectiveness. • We will strengthen our governance, compliance, risk and financial management to meet the needs of our growing organisation and stakeholders.
OUR PURPOSE
To provide a ordable, accessible homes with connection to community and services that enable people to build their lives.
2
OUR STRATEGIC AIMS
3
More services, and better services
More homes, and better homes
A vibrant, resilient, and resident-focused organisation
GREATER SOCIAL IMPACT
4 | Housing Choices Australia
Table of Contents
INTRODUCTION From the Chair
BUILDING STRONGER COMMUNITIES National Placemaking Framework
6
28
From the CEO
7
Property Development Projects
30
Board of Directors
8
Governance and Accreditation
10
CREATING A SENSE OF HOME Our Reconciliation Journey
34
BUSINESS & OPERATIONS Housing Choices at a glance
Advocating for Our Vision and Purpose
36
12
Media Wrap-Up
37
Business Strategy and Transformation
14
Operations Overview
15
FINANCIAL REPORT Financial Commentary
Our Sta
16
Health, Safety and Wellbeing
18
38
Profit and Loss
40
ENRICHING RESIDENT JOURNEYS Our Residents
Statement of Financial Position
41
20
Cashflows
42
Resident Art Showcase
24
Catherine House
25
| 5 Annual Report 2023-24
From the Chair
My term as Chair and as a Director of Housing Choices ends in November 2024. It has been a privilege to serve this organisation since 2014, and as Chair since 2019. In that time, we have grown from a relatively modest but ambitious, values-driven, Victorian-based housing provider to become a national leader with a reputation for innovation, courage and resident focus, underpinned by collaborative and long-lasting partnerships. Throughout, we have always held firm to our purpose - to serve and support the thousands of Australians in increasing, and very often desperate, need of safe and secure housing. The community housing sector has also grown and changed significantly over this period, building its capacity to deliver at scale, proactively engaging at all levels of government to influence policy and deliver more social and a ordable homes. As an organisation and sector, we embraced both the game-changing establishment of Housing Australia and Housing Australia Future Fund to amplify the impact of significant housing initiatives in every state and territory, and the entry of superannuation funds and private investors to the a ordable housing market with the emergence of the build-to-rent housing model in Australia.
As a Board and an organisation, we remain committed to the social change needed to shape a tomorrow in which Aboriginal and Torres Strait Islander peoples share in an equitable, prosperous and rewarding future. In launching our Innovate Reconciliation Action Plan (RAP) this year, we are building on the foundations of our Reflect RAP and delivering actions to achieve a more equitable society for First Nations people. In November, I hand over my Chair responsibilities to Board colleague Drew Beswick, who will bring to the role deep knowledge and understanding of this organisation and our sector, but also valuable experience in managing growth and organisational change in values-based organisations, from both an executive and governance perspective. I am confident that Housing Choices will continue its remarkable journey – reflecting the values and ambition of our exceptional workforce - to improve the housing outcomes of Australians. I am proud of what has been achieved in this and previous years, in collaboration with our people, our residents, and our many government, services and private sector partners.
But even with this momentum, the consequences of a drawn-out national housing a ordability crisis, a global pandemic, economic and construction headwinds and a cost-of-living crisis are evident. The road ahead for fair and equitable housing for all remains an extraordinary challenge, but a collective responsibility. As my departure approaches, I am confident Housing Choices is on the path to meeting these challenges by building on the legacy of our past and investing in our capability to realise our vision for the future. Growth must always be underpinned by robust operational systems and infrastructure, and strong organisational culture. The work of our Board and executive this past year has been focused on planning and paving the way as Housing Choices prepares for its next decade to extend its impact. To build and manage the scale of good homes required, but more importantly to create great ‘places’, with healthy communities, sustainable tenancies and neighbourhoods, services, connections and networks. Places where our residents will thrive. I am deeply appreciative of the focus and commitment of my Board colleagues this year, including retiring Director Amanda Heyworth, as we planned the way forward with the executive team. All strategic growth brings with it a degree of change and an inevitable period of transition. As I write, our new 5-Year Strategic Plan is being rolled out, led by our CEO David Fisher and a skilled leadership team.
HEATHER MCCALLUM BOARD CHAIR
6 | Housing Choices Australia
From the CEO
As a new Chief Executive O cer taking on the responsibility of
This collaboration will deliver several exciting mixed tenure communities over the coming year, including the innovative residential project in Pier Street, Perth. In South Australia, residents settled into their new accommodation at Nightingale Bowden. In Tasmania we handed over front door keys to 100 new homes in the North West and plans are underway for a reimagination and expansion of the iconic Queens Walk housing complex in Hobart, in partnership with Homes Tasmania and Cumulus Studio. We also focused on identifying precisely what Housing Choices needs to best prepare for our long-term responsibilities as an expanding national housing provider. We aim not only to provide homes, but to be the best possible social landlord; one that proactively meets the ongoing and increasingly complex needs of our residents. We plan to further strengthen our partnerships with governments, superannuation fund investors and the private sector. To do this, we will build our internal infrastructure to e ectively support our remarkable sta in delivering the highest possible standard of service and quality, to the benefit of our residents and partners. This year we engaged closely with stakeholders and developed our next 5-Year Strategic Plan. The plan recognises and reflects the changes in
We look forward to working with Housing Australia and other key investment partners to provide more safe, secure and a ordable housing. Our new Strategic Plan will provide the road map for how Housing Choices Australia can continue to grow and provide more and better homes and services across all regions in which we operate. Our residents and stakeholders are and will remain at the centre of all our planning, goals and outcomes.
leading Housing Choices Australia, it has been my
privilege to be part of what was a very successful year and add my introduction to this year’s Annual Report. Despite the uncertain economic and operating conditions, Housing Choices Australia has continued to perform well, ensuring our commitments to our residents and stakeholders were fully met. Highlights of these achievements are included in this Report. During the year, we provided homes for more than 13,000 people in more than 7,500 properties across Australia . We added 218 new homes to our portfolio. In Victoria, we welcomed 147 residents to their architect-designed apartments in Sheil Street, North Melbourne and Townhall Avenue, Preston, some of the first projects completed under the Victorian Government’s ambitious Big Housing Build program, rolled out by Homes Victoria. We saw work commence on a 362-dwelling project at Macaulay Road, Kensington, the first of our build-to-rent joint ventures with Assemble and Super Housing Partnerships.
DAVID FISHER CHIEF EXECUTIVE OFFICER
our operating environment and the opportunities that will be presented.
| 7 Annual Report 2023-24
Board of Directors
HEATHER MCCALLUM BOARD CHAIR
FABIENNE MICHAUX DEPUTY CHAIR
DAVID LANTZKE BOARD DIRECTOR
DREW BESWICK BOARD DIRECTOR
Heather is a Chartered Accountant, experienced Board Director and senior executive with experience operating in complex environments across a diverse range of organisations and sectors. She joined the Board of Housing Choices Australia in 2014 and was Deputy Chair of the Board and Chair of the Audit, Assurance and Risk Committee (AARC) until her appointment as Board Chair in 2019. Heather is also a non-executive Director of Australian Sailing, Risk and Audit Committee member of the Tasmanian Land Conservancy and Former Chair of TADTas, an organisation dedicated to improving the independence and quality of life for people living with a disability. Heather has more than 25 years’ experience spanning audit and corporate advisory (including with EY’s banking & finance division), private enterprise, start-ups, and for-purpose organisations, having held both General Manager and Chief Financial O cer senior leadership positions.
Fabienne is an experienced non-executive director who has held numerous board positions in the housing, education, financial and arts sectors. Fabienne is currently a non-executive Director of Impact Investing Australia and of Goulburn Murray Credit Union and is a part-time Professor of Practice (Finance) at Deakin Business School. Fabienne is also the Director of SDG Impact, a United Nations Development Programme flagship initiative created to accelerate the mobilisation of private capital towards the achievement of the Sustainable Development Goals (SDG) by 2030. It provides investors and businesses with the clarity, insights and tools required to strengthen and authenticate their contribution to achieving the SDGs. Fabienne previously enjoyed a 30-year executive career, including 22 years with S&P Global in the Global Ratings division where in her final role she was the Head of Developed Markets Asia-Pacific.
David is the Chief Executive O cer of the Ardross Group of Companies, a privately owned property and land development group. He is a Chartered Accountant, a Fellow of Leadership Western Australia, has completed the Advanced Management Program at Harvard Business School and has extensive experience in infrastructure planning, project facilitation, asset management, town planning and property development. David is a Graduate of the Australian Institute of Company Directors and serves on the Executive of the Regional Chambers of Commerce and Industry WA (Vice President) and Jurien Bay Chamber of Commerce.
Drew is the Chief Executive O cer of RESolutions Won, part of the Solutions Won group of companies which specialises in project construction, development and facility management. He was previously Chief Executive O cer of Possability, one of Australia’s leading human services organisations, leading it through a period of significant mergers, expansion and transition to meet the rollout of the National Disability Insurance Scheme (NDIS). Drew has held executive positions with Relationships Australia and the Commonwealth Department of Health and Ageing, and governance positions with various community organisations and the Australian Institute of Public Administration. He is a public o cer of a Tasmanian not-for-profit involved in the promotion of men’s health initiatives. He holds qualifications in social work, economics, management and governance.
8 | Housing Choices Australia
CHRIS LEISHMAN BOARD DIRECTOR
MATT RAISON BOARD DIRECTOR
JENNY SAMMS BOARD DIRECTOR
AMANDA HEYWORTH RESIGNED 19 JUNE 2024
Chris is an internationally leading housing economist and academic, currently University of South Australia Professor of Property and Housing Economics, University of Adelaide Adjunct Professor, Visiting Professor at the University of She eld, and Honorary Professor at Heriot-Watt University, Edinburgh. He is an editor for the Urban Studies Journal and was previously Editor-In-Chief of the Housing Studies Journal. Focusing on the economics of the housing market, Chris’s work has helped inform and shape government policy on housing supply and a ordability. Chris has undertaken numerous studies for a variety of government departments and entities in several countries, third sector organisations, and a range of academic funders including the Australian Housing and Urban Research Institute (AHURI) and the Economic and Social Research Council in the UK. Most recently, he has led projects on Australia’s housing policy responses to COVID (AHURI), and contributed to policy development work funded by the Community Housing Industry Association (CHIA), Shelter and the Community Housing Council.
Matt has over 20 years’ experience in property development and project management. Matt has worked for Peet on various master planned projects and Mirvac, where he was responsible for land subdivision projects and was Head of New Business (WA). During his time at Mirvac, Matt oversaw the acquisition and project establishment of a wide range of projects and played a key role in establishing Mirvac’s first residential development fund in Western Australia. In 2007 Matt established Generation Projects, a boutique project management and property development consultancy, involved in a wide range of residential, commercial, mixed use, retail and industrial projects. In 2012, Generation Projects joined with Modus Project Management to form GMPM Consulting, one of Perth’s leading project management and strategic advisory consultants in the property development industry.
Jenny is a member of Monash University Council, a Director of the Council to Homeless Persons and undertakes consultancy work in the government and not-for-profit sectors. She was previously the Chief Executive O cer of Aboriginal Housing Victoria (AHV) where she led the organisation to achieve Housing Association status, the only Aboriginal organisation in Australia to achieve this level of accreditation, and successfully negotiated the historic transfer of ownership of the nearly 1,500 Victoria Department of Health and Human Services (DHHS) properties that AHV was managing. Jenny’s professional career spans nearly 40 years in the Commonwealth and Victorian public services. She has held several senior executive positions at Deputy Secretary and Executive Director
Amanda is a professional company director with strengths in developing and executing growth strategies and digital transformation. She has served on a range of listed and unlisted boards in the property, finance and research sectors. Previously she ran a venture capital fund and held roles in investment banking and the Federal Treasury. She has worked with several not-for-profits in board and board advisory roles most notably chairing the business advisory board of Vinnies SA and serving on the board of a large Australian disability employer. Amanda currently serves on the boards of Ingenia Communities Group Ltd and People’s Choice Credit Union and chairs UniSA Ventures Pty Ltd and the Centennial Park Cemetery Authority.
level, focusing on developing and implementing improved social, educational and employment opportunities for all Victorians.
| 9 Annual Report 2023-24
Governance AND ACCREDITATION
MEETINGS OF Directors
DIRECTOR
BOARD OF DIRECTORS
8 8 6 7 7 6 8 7
Heather McCallum (Chair)
•
• •
• • • • • • • •
• • • •
• •
• • •
• • • • • • • •
• • • • • • •
LISA CUMAN EXECUTIVE GENERAL MANAGER LEGAL, GOVERNANCE + RISK
Fabienne Michaux (Deputy) •
Drew Beswick
• • • • • •
-
-
Amanda Heyworth
• • • • •
• •
-
David Lantzke Chris Leishman Matt Raison Jenny Samms
- -
• • • •
-
Governance is central to our operations at Housing Choices Australia, with a dedicated Board overseeing adherence to best practices and ethical standards. We are unwavering in our commitment to transparency and accountability, ensuring that every decision aligns with our mission and upholds the principles of integrity and responsibility. By implementing robust compliance and governance frameworks, we protect the interests of our stakeholders and continuously, positively contribute to the community. Our Board recognises the critical importance of meeting regulatory requirements and fulfilling the expectations of regulators. Our adherence to these regulations underscores our dedication to delivering exceptional housing services. We prioritise risk management by routinely reviewing and updating our policies to adapt to changing regulations and market conditions. This proactive strategy mitigates potential risks and enhances our capacity to address challenges e ectively.
• •
• •
-
Attended
8
7
8
6
6
7
8
7
AARC
JUL 23 SEP 23 OCT 23 FEB 24 MAY 24 JUN 24
TOTAL
6 5 5 6 6
Fabienne Michaux (Chair)
• • • • •
• • • • •
• •
•
• • • • •
• • • • •
Amanda Heyworth (Resigned June)
-
Chris Leishman
-
• • •
Heather McCallum
• •
Matt Raison
Attended
5
5
4
4
5
4
GARC
CI IC
MAY 24
JUL 23 OCT 23 FEB 24 MAY 24
TOTAL
TOTAL
4 4 4 2 4
1
Jenny Samms (Chair)
• • •
• • •
• • • • •
• • • • •
Matt Raison (Chair)
•
0
Drew Beswick (Chair from 25/9)
Amanda Heyworth (Resigned June)
-
1 1 1
David Lantzke Chris Leishman
David Lantzke Chris Leishman Fabienne Michaux
• • •
-
-
Heather McCallum
•
•
Attended
4
4
5
5
Attended
4
10 | Housing Choices Australia
Business & Operations
| 11 Annual Report 2023-24
Housing Choices AT A GLANCE
PROPERTY OVERVIEW
URGENT REPAIRS COMPLETED ON TIME
NEW SOUTH WALES
100%
WESTERN AUSTRALIA
97%
7,505 PROPERTIES
TASMANIA
96%
VICTORIA
93%
SOUTH AUSTRALIA
84%
NSW 32
TENANCIES SUSTAINED
TASMANIA
91%
WA 1,841
2,243 VIC 2,270 TAS
SA 1,119
WESTERN AUSTRALIA
91%
SOUTH AUSTRALIA
91%
VICTORIA
89%
NEW SOUTH WALES
85%
12 | Housing Choices Australia
13,166 PEOPLE HOUSED
COUPLE WITH CHI LDREN
NOT STATED
WAGES
NOT STATED
COUPLE ONLY
MIXED INCOME
HOUSEHOLD INCOME
HOUSEHOLD COMPOSITION
SINGLE PARENT FAMI LY
1% TOTAL RENT ARREARS
BY TYPE
BY TYPE
SINGLE PERSON
63.6%
STATUTORY INCOME
74%
SINGLE PARENT FAMILY
19.6%
MIXED INCOME
9%
COUPLE ONLY
6.8%
WAGES
9%
91% COMPLAINTS
COUPLE WITH CHILDREN
7.0%
NOT STATED
8%
NOT STATED
3. 1%
RESOLVED <30 DAYS
| 13 Annual Report 2023-24
Business Strategy AND TRANSFORMATION
Over the past year, Housing Choices Australia has focused on deepening our understanding of the needs and priorities of our stakeholders, partners, residents, and sta . This collaborative e ort has informed the development of our new 5-Year Strategic Plan, which provides our clear strategic direction.
This plan is driven by our longstanding commitment to place residents at the heart of everything we do. We are prioritising the design of our national service delivery model to ensure it responds to the evolving needs of our residents. By prioritising consistency, reliability, and balancing core services with wider support services, we are better equipped to support our residents in sustaining their tenancies and participating in their communities. This resident-focused approach is fundamental to achieving our purpose and strengthening the communities we serve. At the centre of our strategy is a recognition of the ongoing housing a ordability crisis in Australia. We play a significant role in addressing this challenge by increasing the supply of social and a ordable housing. Our approach is holistic, focusing not only on the quantity of homes we deliver but also on ensuring they are energy-e cient, inclusive, and designed to meet diverse needs of Australian residents. This focus on quality and sustainability is essential for creating long-term, positive outcomes for our residents and communities.
Our vision is that all people in Australia have a safe, a ordable home and the opportunity to thrive. To realise these ambitious goals, transformation is a key priority in the coming years. We understand that to deliver sustainable impact, we need to build a strong platform to extend our impact (Horizon 1). This involves refining our processes, enhancing our capabilities, and investing in our people, leaders and systems. Our strategic roadmap, which spans three horizons over the next five years, is designed to guide us through this transformation. It will enable us to remain agile and adaptable as we respond to the evolving landscape. We will be better positioned to deliver real, sustainable outcomes and impact in the lives of our residents and communities. As we move forward, we are committed to working collaboratively to ensure that every step we take is aligned with our purpose: to provide a ordable, accessible homes with connection to community and services that enable people to build their lives. Through this strategy and our ongoing transformation, we aim to build homes, services, and communities that make a meaningful di erence in the lives of those we support.
CENTRED ON THREE KEY STRATEGIC AIMS:
A vibrant, resilient, and resident-focused organisation
More services, and better services
More homes, and better homes
DELIVERED THROUGH THREE HORIZONS:
1
2
3
Build the platform 1-2 years FY25 and FY26
Grow our impact 2-4 years FY26 and FY28
Sustainable impact 4-5+ years FY28+
14 | Housing Choices Australia
Operations OVERVIEW
HANNAH HARVEY EXECUTIVE DIRECTOR, OPERATIONS
At Housing Choices, we feel strongly that we should be playing our part in providing the platform for our residents to thrive. This is not something that we can do alone, and the importance of our residents and their experiences is something that we value, learn from and continue to use to improve. As we move into a new service model those experiences become even more critical. The feedback that we gather helps us provide the service that reflects the needs of our residents; ultimately, a house is more than just a place to live. A house should become a home in which anyone can thrive. At a time when we know our services are needed more than ever at Housing Choices, we are conscious that building more homes must be complemented by building a service that supports our communities. The shaping of a new, national placemaking strategy will enable us to create environments we are proud to be part of, promote better physical and mental health, and connect in a wide variety of ways with those around us. The dedication and support shown from our team members continues as we advocate for our purpose at a local and national level.
We have continued to host excellent events for residents, such as the Western Australia tenant art show, and support people who have experienced rough sleeping with the Djuripiny Mia Program. In South Australia, the stellar work of Catherine House continues to provide a haven for women and children escaping family violence, alongside Common Ground and other homes providing secure accommodation. Tasmania is continuing to lead the way with a fantastic handbook for all tenants moving into our homes, providing that go-to place for advice, and in Victoria, our partnership with Aboriginal Homes Victoria supported the launch of our Shiel Street development and sparked possibilities for future collaboration. In what has been a whirlwind first few months in a new role, I can safely say I join an organisation that has values at its core, that is striving to do more. I for one, cannot wait to see what we will all achieve together in the future.
Ultimately, a house is more than just a place to live. A house should become a home in which anyone can thrive.
| 15 Annual Report 2023-24
Our Staff
It was valuable to understand the wiring under the board. How government works, and the decisions and actions coming out of government make a lot more sense to me now.
LEONIE BOYD GENERAL MANAGER, PEOPLE + CULTURE
Following her secondment with the Department of Communities
LEAH WATKINS WA MANAGER, TENANT ENGAGEMENT + CAPACITY BUILDING
With the launch of Housing Choices’ 5-Year Strategic Plan, the People and Culture team continues to nurture an inclusive, resilient, and resident-focused organisation to build the platform we need to achieve our strategic horizons. Investing in our people and leadership, building our transformational muscle, and ensuring our structure and operating model supports our people to do their best work will mean better outcomes for residents.
The key strengths identified by sta :
Investing in our people and leadership will play an important part to nurture a strong, and one-team common culture across the organisation. We were excited to welcome work experience students from universities to support the next generation of talent and encourage current sta to stretch themselves with secondments and other training opportunities.
• Transformational; HCA employees know and understand the needs of our residents and our primary services as an organisation. • Transactional; demonstrating respect to team members, concern for the resident and encouraging participation. • Individual; there is cooperation, teamwork and mutual respect among team members.
STAFF SURVEY
The opportunities identified by sta :
PROFESSIONAL DEVELOPMENT AND ACHIEVEMENTS
“To be high performing, we must lean into factors that transform us as an organisation. What is our purpose? How will we realise it? How can we all lead towards a new direction?” Earlier this year, Housing Choices completed an organisational performance and maturity assessment. This involved a series of interactive workshops with sta and fed into our strategic planning. Central to e ective change and performance are our people – their needs, capabilities and motivation to achieve our organisations goals. For us to better build on our strengths, we needed to understand our behaviours, communication, processes and systems so these practices can be replicated and enhanced across Housing Choices.
• Transformational; represents the greatest opportunity with an emphasis on psychological safety, transferring knowledge, and continuous improvement • Transactional; the breadth and depth of responsibilities and organisation to work e ectively and collaboratively across departments. • Individual; employee motivations are aligned to the mission and purpose, and the appropriate identification of people for promotion and project assignments Listening to our people at Housing Choices Australia is the foundation to building a common culture, building our transformational muscle, and investing in our people and leadership where it will be most e ective.
We are thrilled that more than 25 sta have graduated from a mini-MBA in partnership with the Australian Institute of Management. The self-paced online study and onsite workshops supported these sta members to deepen their problem-solving skills and sharpen their strategic analysis. Establishing Housing Choices’ inaugural national Diversity, Equity, Inclusion and Belonging (DEIB) Committee this year was an important first step in advancing and embedding the principles of DEIB across all areas of the organisations processes and ways of working. The next step is to establish a strong working group from across the organisation and develop a strategy, detailed workplan and roadmap to implement actions.
16 | Housing Choices Australia
Since last year
>5 YRS TENURE 4.7%
EMPLOYEE TYPE
60%
50.7%
2-5 YRS TENURE
26%
6.2%
<2 YRS TENURE
6%
5%
3%
PERMANENT FULL-TIME
PERMANENT PART-TIME
CASUAL FIXED-TERM FULL-TIME
FIXED-TERM PART-TIME
EMPLOYEE AGE
< 2 YRS 36%
>5 YRS 31%
27%
26%
21%
102
122
19%
EMPLOYEE TENURE
4%
4%
110
2-5 YRS 33%
<25
26-35
36-45
46-55
56-55
66+
| 17 Annual Report 2023-24
Health, safety and wellbeing
There were 164 safety reports from sta over the past financial year, which was an 11% increase compared to 148 reports in the previous year. The three most frequently reported categories were psychosocial incidents (46), followed by physical hazards (28), and physical injuries (24). Recent changes to psychosocial safety regulations across most Australian jurisdictions has meant that psychosocial hazards and risks are now clearly defined, and the means of controlling the risk of those hazards has been regulated, or in the case of Victoria, is proposed to be regulated. In the past financial year at Housing Choices there was significant focus and systems development on occupational violence and aggression as our key workplace hazards, to ensure our people are equipped to minimise potential psychosocial impacts. There has also been policy, training and guidance developed where appropriate in the areas of vicarious trauma and workplace stress, burnout, workload, fatigue, and disrespectful behaviours (such as bullying, harassment, and sexual harassment).
Part of strengthening our safety culture includes continuous improvement of our monitoring and evaluation capabilities, which has been bolstered with the introduction of our new incident reporting system, Camms. This has been designed to enable Housing Choices to report specific psychosocial behaviours or conditions of concern and identify repeated occurrences to inform safety plans. Together, Housing Choices is working on a comprehensive psychosocial risk management approach as we strive to protect and support our people.
SAFETY REPORTS INCIDENTS, HAZARDS, NEAR MISSES 164 HEALTH SAFETY AND WELLBEING NATIONAL COMMITTEE MEETINGS 4 STAFF COMPLETED OCCUPATIONAL VIOLENCE AND AGGRESSION DE-ESCALATION TRAINING 155
18 | Housing Choices Australia
PLACE AND BELONGING
resident journeys Enriching
| 19 Annual Report 2023-24
Our Residents NATIONAL SURVEY RESULTS 2023-24
OF THOSE WHO RESPONDED:
ARE SATISFIED OVERALL WITH OUR SERVICES 84%
ARE SATISFIED WITH THE SUITABILITY OF THEIR HOME 88%
ARE SATISFIED WITH THE SAFETY OF THEIR HOME 86%
ARE SATISFIED WITH HCA UPHOLDING THEIR RIGHTS AND RESPONSIBILITIES 82%
Each year, Housing Choices engages independent consultants to survey resident satisfaction with our services. Housing Choices consistently achieves results that exceed the industry benchmark of 75%, and this year was no exception with an overall satisfaction rate of 84%. The results of this survey are a critical part of our resident feedback framework that informs our business decisions from what services we provide, to how we interact with residents daily. From the survey results, we identify where we can improve our service delivery and develop action plans that are guided by our Resident Committees in each state. Housing Choices would like to thank all residents who took the time to respond to the survey and those residents who are part of local focus groups for making sure that we are transparent and responsive to our residents’ views.
20 | Housing Choices Australia
Ivan’s Pride RESIDENT PROFILE
Queer singer, drag performer and Housing Choices resident Ivan lives in an apartment within an LGBTQIA+ friendly community in Melbourne’s inner north.
For Ivan, Place and Belonging means a place where you can feel a deeper connection and a place to grow. “Although we live with very busy lives, it is important to have a grounding, a sense of identity and a place that feels comfortable. Because if you don't have that connection with people and you don't feel to be a part of something, you will feel isolated, and you can become quite depressed.” “As I just started with Housing Choices, I went to a Christmas function that they put on and I thought it was amazing that they provide services to a wide range of people including those with disabilities...This gave me a platform to connect with other people.” When Ivan talked about his experience living in the Housing Choices community, he summed it up with three words: joy, freedom, and love. “ I can embrace others with joy, express what I feel and feel love from people around me in this building. ”
Ivan spoke with Housing Choices about making the apartment feel his own.
“When I came to be in this apartment, I had furniture, but very minimal,” he said.
“I was gifted and collected bits and pieces along the way. I’ve made it my own in the sense from using materials such as tarp cloth and I’ve put my personality into it.” He said after years in private and una ordable housing, he was enjoying the benefits of living in a queer community with like-minded people. “You have lots of people from trans to gays to lesbians. So at least there’s a common thread where we can all meet up.
As a member of the LGBTQ+ community, living here just feels easy.
| 21 Annual Report 2023-24
Finding place and belonging in Australia RESIDENT PROFILE
In 2015, Tadros and his two teenage children Carla and Youssef arrived in Australia from Egypt. “People who come to Australia, they are looking for three things. They are looking to live in a safe place, live in a lawful country, and to belong. To be accepted and contribute.” Tadros explained. One of his early memories is walking through our city streets and noticing the di erent languages on street signs. “What a beauty… I said, ‘wow.’ Maybe I can, one day, express myself through my own language here [Arabic].” In 2017, Tadros and his children were granted permanent residency in Australia. In 2019, Tadros received a call from Housing Choices Australia, o ering them a home in North Melbourne. Transitioning from their previous home in St Albans to community housing in North Melbourne, Tadros found new opportunities to connect. “When you want to make a home, you want to know - who are your neighbours? So, I started to connect with people here. From there, I
started connecting with the broader community around me.” As an architect and visual artist, Tadros also engaged in local art classes, food banks, and galleries. It was this work that opened the door to exhibiting his work ‘Home’ at the Melbourne Immigration Museum. “ I am so grateful for the spaces [in Melbourne] that are available for people to display their art. Housing Choices already support this with their yearly art competition… it's an amazing project. ” For Tadros, the concept of Place and Belonging can be interpreted as a harmonious relationship between oneself, the community, and the services provided. He describes his experience with Housing Choices as a happy marriage. “I think the success of Housing Choices is that they try to follow up on your needs. I am so grateful for all the help I get from them. I am keen to keep this relationship going because it gives me security and the feeling that I belong.”
I am keen to keep this relationship going because it gives me security and the feeling that I belong.
22 | Housing Choices Australia
Helen’s journey to a place that feels like home RESIDENT PROFILE
For over 20 years, Helen has called one of our Specialist Disability Accommodation homes in Mill Park her own. Helen shares her home with three other residents, and she feels comfortable and safe. The dedicated sta ensure her personal preferences are respected, not just within her home but also in her local community. “It’s important to me, I can spend time with other friends and support sta . I can talk to them about everything and anything, and they listen to me.” Helen said. From going to the local hairdresser and shops to dining at her favourite Greek restaurant, Helen loves the fact that she is connected to her local community in so many ways. She has also been attending a local activity centre twice a week for several years now. In the past two years, Helen has collaborated with Housing Choices Australia (HCA) to co-design her new home in a nearby suburb. Her new residence will feature elements that are crucial to her comfort and lifestyle: a fully accessible ensuite bathroom, a cozy private courtyard to enjoy the afternoon sun, and a spacious bedroom that not only o ers ample
storage but also serves as a private retreat. This new home will help her continue to maintain her important connections and activities in the community. Helen’s excitement about her new home highlights how much she values having a space that truly reflects her personality and individual needs. Through the co-design approach, her sense of belonging is being thoughtfully supported. “ I can’t wait to have a new house with a bigger bedroom and my own bathroom, it will give me more privacy and space when I need it. ” She appreciates how HCA has listened to her ideas and needs and is glad to be able to choose colours for her walls and carpet. Looking forward to setting up her new space with her family and personal touches, Helen believes that having a home that she’s had a hand in designing will bring her great happiness.
ABOUT SPECIALIST DISABILITY ACCOMMODATION
I can spend time with other friends and support sta . I can talk to them about everything and anything, and they listen to me.
Housing Choices Australia is an Australian leader in the provision of Specialist Disability Accommodation - a range of housing designed for National Disability Insurance Scheme (NDIS) participants with extreme functional impairment or very high needs. With our commitment to providing long-term solutions and building strong links to local communities, Housing Choices works with registered NDIS service providers and other organisations across the disability sector to deliver quality support for our residents.
| 23 Annual Report 2023-24
Home is where the art is RESIDENT ART SHOWCASE
Huge success at Victoria’s first resident art exhibition In October 2023, resident artists, residents’ loved ones and biggest fans, service providers, and Housing Choices sta gathered at the City of Melbourne Bowls Club for the Home is Where the Art Is – Resident Art Exhibition and Awards Ceremony. The day was jointly organised by the Resident Artists Work Group and Community Development Team. Combined e orts delivered a spectacular exhibition which displayed the exceptional skills and talents of 30 resident artists, and 73 pieces of art. The Community Development Team thanks everyone who was part of this year’s Home is Where the Art Is activities. Our first exhibition and awards ceremony were an extraordinary day, and we can’t wait to build on this in future years.
Dean Baylis Memorial Award Custodian Ursula and award winner Doug
Resident artist Denise with her mixed media paintings
Resident artist Ian and his Australian outback painting
Resident artist Melanie and her bonsai
The 2024 Western Australia Tenant Art Showcase was a captivating display of talent, community spirit and diversity. Held at the Gary Holland Community Centre in Rockingham, the venue was transformed into a vibrant art gallery. We were joined by 120 attendees from our tenants, sta and stakeholders providing a space for everyone to connect with over art. The exhibition featured an impressive collection of 176 art pieces, making it the largest Housing Choices showcase to date. There was plenty of art to purchase with 45 pieces of art sold, and 21 of the 51 participating artists selling their pieces totalling an impressive $4,600 in sales. Awards are also given out to some of the outstanding artists and their work. Former Acting Chief Operating O cer and WA General Manager, Nat Sangalli said “What I love about the art show is its ability to connect people. It also gives us sta an opportunity to get to know our tenants and we deeply value human connection, especially in a space that goes beyond the work we do every day and the homes that we live in.”
Resident artists Juliette and Margaret
Resident artist Saimon, Pokémon Elements
Resident artist Sam
Resident artist Jillian, Mr Percival
24 | Housing Choices Australia
Catherine House
JAYLEE COOPER MANAGER, PHILANTHROPY + ENGAGEMENT
Catherine House provides crisis, longer term accommodation and support services to women experiencing homelessness in South Australia.
PARTNERSHIP WITH WE ARE MOBILISE
On May 9, with the support of Nedd Brockmann, Catherine House joined forces with Victorian-based homelessness charity, We Are Mobilise to launch Mobilise Pay.
In 2022, electrician-turned-runner-turned-author Nedd set out to run across Australia in record time to raise vital funds for We are Mobilise. Running nearly 100 km daily for 46 and a half days, Nedd raised over two million dollars. Through the brand new ‘Mobilise Pay’ program, a portion of Nedd’s funds will be donated to Catherine House. These funds will provide three critical support packages to single mother families facing hardship.
UP TO $10,000 SUPPORT PACKAGES
We Are Mobilise are incredibly proud to be able to work with a renowned organisation like Catherine House. We can't wait to see the significant impact that this support will make for the women of South Australia as we look forward to growing this collaboration in the future.
Packages will o er support to single mothers, including:
Access to extracurricular activities for kids
Support for school-related expenses
Essential bill assistance
Moving into a new home with children is a big challenge for anyone - let alone single mums recovering from the experience of homelessness. The multitude of disadvantages these women face often places them significantly ‘behind the starting line’, re-establishing their lives with an upward battle ahead of them. Women who exit Catherine House and receive assistance from the Mobilise Pay program will have the opportunity to strengthen their financial independence whilst they continue to recover. Supporting mothers through what is often the most challenging period of their lives will have generation-spanning e ects on their family’s personal and economic wellbeing. The flexibility provided by Mobilise Pay to access funding based on their unique set of needs and circumstances aligns with Catherine House’s recovery-oriented focus. This tailored approach will allow women to exercise choice and control, which is an important part of their recovery journey. This support will be life changing, allowing a woman a fresh start for her and her family.
NOAH YANG CEO, WE ARE MOBILISE
| 25 Annual Report 2023-24
NEW WAITLIST SUPPORT SERVICE
The current state of the housing crisis has placed significant strains on so many Australians. According to recent reports, only 3% of homes are a ordable for households earning $64,000. Middle-income earners have been pushed into lower-income rental and purchase markets, leaving low-income earners with fewer and fewer options. The flow-on e ects of this crisis have led to significantly increased demands for Catherine House services, with more and more women contacting us for support. As a result of this increased demand, we recently began piloting a new service to better support women on our waitlist. We were delighted to welcome a new case worker to our Waitlist Support Service. This case worker now provides outreach support and referrals to relevant services to women on our waitlist. They also utilise brokerage funding to address identified needs to minimise personal hardship from their current experience of homelessness and, where able, divert from or shorten periods of homelessness. This exciting new service would not be possible without the generous support of the Lang Family Foundation. Their ongoing commitment to Catherine House makes a significant di erence in our ability to continue supporting women experiencing homelessness.
I’m so proud of myself! I’m having a go at more and more things, speaking up and asking for what I’m eligible for and getting more confident. My hope is coming back
I’m really happy to get support around updating my housing application, as it is a complicated and confusing process.
Thank you for providing a personal alarm - it’s so helpful, I have been wanting one for a long time for my safety.
I’m so happy now I’m getting glasses - I’m finally going to be able to see. Thank you for helping me.
26 | Housing Choices Australia
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