Our Strategic Aims for the Next Five Years Our Strategic Aims for the Next Five Years For the next five years, we have the following three aims:
1. More Services, and Better Services
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A New Approach We will develop a national service model, as requested by our residents, that begins with harmonising our ways of working and builds on the best practices from across Australia. This model will establish consistency, reliability, and raise service standards nationally to enable us to meet the challenge of increased scale and growth. We will evolve these services nationwide in a consistent and reliable manner while also reflecting individual needs and the diversity of our residents, ensuring equal access and support for our residents regardless of tenure or location.
1. More Services, and Better Services
Our New Service Model will
• support the organisation to be a successful partner with government and commercial partners to build sustainable communities through consistent, reliable services that build independence and prioritises placemaking
• increase satisfaction among our residents over time
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provide a balance of core and support services
• allow the organisation to grow the range and impact of its services
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manage risk by being reliable and consistent
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provide long-term value to our partners
• provide the organisation with the capability to scale up and operate nationally
Capability As an organisation with a long history of operational excellence that supports a diverse range of residents, service models, and ways of operating across five states, we benefit from recognising the synergies these different operations offer our residents. This includes tenancy and maintenance services, as well as support services for residents living with a disability within a social, affordable or specialist disability property. Consistency and Reliability As a large organisation, we acknowledge the value our residents place on consistency and reliability by getting the basics right, across our tenancy and maintenance services. Our residents have asked for convenience and choice in how they access services. Our services are people-based, with relationships built on trust and by being reliable with no broken promises. We anticipate their needs and expectations of our services will continue to change.
Placemaking We will build a sense of place through engagement methods that our residents value, which helps create sustainable communities. Placemaking is particularly vital in mixed-tenure developments, as it enables diverse communities to thrive together, fostering social cohesion and a shared identity. By prioritising placemaking, we develop vibrant and inclusive spaces where all residents feel a sense of belonging, regardless of their tenure or location.
2. More Homes, and Better Homes
Our Commitments
• We are committed to offering services that are responsive and become more proactive and personalised over time • Our services are designed with our residents in mind, using data-driven decisions to continuously improve our offerings • Our employees are at the heart of our service delivery and empowered to drive continuous improvement, as a reflection of our culture • We prioritise customer satisfaction by providing options, individual agency, and convenience in how our residents access and receive our services, while emphasising human connection, effective communication, consistency, and reliability in our approach that we know our residents value • We offer support to help our residents access the additional services necessary to build their independence and connection with their community • We support placemaking and build diverse, sustainable communities where people feel welcomed and supported • We foster digital inclusion and independence among our residents, enhancing their online and digital experience • We provide the ‘best of all worlds’ by collaborating with key stakeholders at state and national levels, to leverage a range of best practice methods and approaches
3. Vibrant, Resilient, and Resident-Focused Organisation
We believe focusing on capability, consistency, and reliability provides a platform for growth across Australia.
Building Independence Some residents require pathways into housing with integrated support to sustain their tenancy, while others need support for their physical and mental wellbeing to fully enjoy their homes and participate in the wider community. We believe all people should enjoy safe, secure, affordable, high-quality housing and have access to services based on their needs. We know this builds independence and sustainable communities. We aim to understand our residents and ensure support is accessible by having effective appropriate partnerships and pathways for support. We believe that by providing access to support, our residents can sustain their tenancies and play an active part in their communities.
Housing Choices Australia Five-Year Strategic Plan
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Housing Choices Australia Five-Year Strategic Plan
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