Nicole goding CHIEF FINANCIAL AND RISK OFFICER
ANDREW ROSS EXECUTIVE GROUP DIRECTOR, TRANSFORMATION
HANNAH HARVEY EXECUTIVE GROUP DIRECTOR, CUSTOMER SERVICES Over the past year Customer Services has undergone significant change. We set up dedicated teams for tenancy management, tenancy support and rental compliance. We are also establishing a dedicated placemaking and partnerships team which includes community engagement, commissioning and allocations. Our Common Ground, NDIS Specialist Disability Accommodation and Catherine House services continue to evolve to better support people with the highest needs. The Property Services – Responsive Maintenance team has now joined Customer Services so we can enhance the end-to-end experience and resolve issues faster. We will also welcome new properties into the Housing Choices family and provide more people with a safe, stable place to call home. These changes will help residents to thrive, through better access to health care, transport and education. The also help our teams spend more time on what matters: excellent service. Being part of an organisation that gives people a place to call home is a privilege.
Over the past 12 months we navigated a dynamic environment while delivering meaningful outcomes. We strengthened our financial and risk foundations and embedded a stronger culture of compliance, care and accountability across the organisation. We also improved systems and processes to support teams and lift our financial capability and resilience. Looking ahead, our focus is clear. We will continue to deliver more homes and more choices, while ensuring existing residents experience safe, well-maintained and sustainable housing. We will maintain a disciplined financial and risk framework to support long-term sustainability. I’m optimistic about the year ahead. With the dedication of our people, the trust of our partners and the resilience of our residents, we are well placed to keep delivering on our mission—creating homes that enable people and communities to thrive.
Our sector is changing structurally. Demand for our services has never been greater, and housing a ordability remains a pressing challenge. To respond at scale we are modernising our systems, digitising processes and investing in our people, because growing internal capability directly supports the impact we can have in residents’ lives and across the community. This year we accelerated our Transformation Program, uplifting core technology and data, embracing new funding and delivery models and embedding new ways of working across teams. Change is never easy; the year reinforced that investing in people, skills and a positive service culture is essential to successful transformation. In the year ahead we will complete Horizon 1 by launching Finance Operations, the CRM powered National Digital Contact Centre and our enterprise data platform. We will digitise and simplify processes so teams spend more time on resident service and less on administration. We will build leadership capability, strengthen data ownership and literacy to deepen resident insights, and embed a performance-based team culture with more agile ways of working to improve delivery.
What does “home” mean to you? For me, home is where people find safety, dignity, and a sense of belonging. It is the foundation for wellbeing and opportunity — and it is what drives Housing Choices every day.
What does “home” mean to you? Home is a place of safety, a sanctuary to express yourself, care for family and share memories. Above all, it o ers the security and freedom to live your best life.
What does “home” mean to you? Home is warmth and safety - a place to recharge, look after our health and make memories. It shelters us from the challenges of the outside world and lets us focus on what matters most.
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HOUSING CHOICES AUSTRALIA
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