YEARLY PERFORMANCE REPORT: HOW WE DID IN 2017
Being transparent about our performance is important to us. Here is an easy- to-read chart that tells you about what we measure and a traffic light system to clearly indicate our performance. Performance Measure Victorian Performance Our performance Traffic light Measure
Days to repair and
21-48 days
21 days
empty property
Days to allocate an empty property
7-21 days
32 days
when it has been repaired
Rent arrears for current tenants
1.4%
1.31%
Evictions
5-10%
8%
Tenancies maintained
75-90%
91%
Complaints resolved within 30 days
100%
97%
Urgent repairs completed
90%
94%
Priority repairs
90%
90%
Non-urgent repairs
90%
92%
2017: THE YEAR THAT WAS 2017 has been a fabulous year for Housing Choices and we thank you for choosing to be a part of the journey. It was fantastic that so many of you were able to attend our resident Christmas party in December and we had some great feedback about your experience with our service.
It was busy year for all of us and here is a quick list of some of our 2017 achievements: • Secured 69 additional properties to house victims of family violence • Launched our FISH (Financial Inclusion in Social Housing) program (including Good Money workshops) • Introduced our Transitional Housing Program (THP) with RSL Victoria and Sacred Heart Mission. • Acquired 227 new properties • Invested $2.2m upgrading 44 properties in North Melbourne • Invested $1m upgrading 8 properties in Geelong • Developed new properties in Newport and Werribee • Held 21 resident meetings across 17 locations
• 4 new community garden projects at Mary Street, La Trobe Close, Bute Street and Kew • Successful grant from Victorian Heritage Restoration fund for restoration works at Advisory Committee’s (VRAC) seven members achieved the following: • Regularly reviewed Housing Choices’ Key Performance Indicators (KPIs) for Victoria and provided advice on areas for improvement • Helped develop new letters to residents regarding rent reviews • Informed and endorsed a revised Housing Choices Resident Community Fund procedure for Victoria. • Completed training on the role, tasks and responsibilities of meeting chairpersons, provided by an external trainer and tailored to residents’ needs our Drill Hall site in Melbourne. This year our Victorian Resident
• Implemented a rotating chairperson procedure • Hosted a BBQ with Housing Choices staff who are not usually in direct contact with residents, in order to extend the influence of the residents’ perspective to their work • Considered and approved six applications from resident groups and support partner agencies to the Housing Choices Resident Community Fund • Participated in reviewing our communications platforms • Critiqued and endorsed our Futures Scholarship Program for residents, which is now in operation. These are just some of the many outstanding achievements that you have helped us accomplish. Thank you for being part of our success in 2017 and we are looking forward to working with you in 2018!
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