Tenants Consultative Group meeting – 24 August 2018
Members were supported by Housing ACT staff to trial a prototype of a Tenant Mobile App and provide feedback on how it worked. Feedback focused on ensuring the Mobile App was accessible and easy to use.
The Contract Manager of Programmed Facility Management spoke with the members on the new Total Facilities Contract for Housing ACT properties that is due to start from 01 November 2018. Information included that Programmed:
- provides property and maintenance services for public housing in Victoria, Western Australia, South Australia and New Zealand.
- has a focus on maintenance and asset management (including appliances).
- has a collaborative framework to listen to tenants, through:
- Regular consultation with groups like the TCG;
- A comprehensive service user feedback process, including:
- customer satisfaction surveys via work order and follow up service,
- a prompt on satisfaction after phone/email communication.
- employs service centre personnel to monitor all queries received by tenant phone lines.
- manages complaints by addressing the complaint and looking at data for other related jobs.
- will work to Key Performance Indicators. This includes completing job requests to the timeframe stipulated once access has been given.
- will use sub-contractors until 01st July 2020 which will provide employment in the ACT.
- Will provide training and support of staff and sub-contractors throughout the contract.
Members were encouraged to provide suggestions for the new TCG. Members suggested that Housing ACT provide short days of induction and training sessions in working to the code of conduct and collaboratively as well as encourage previous members to support/mentor new members. Members also suggested that Housing ACT review the level of remuneration offered to members.
Members were advised that the next TCG membership would have the opportunity to consult on some significant initiatives as a result of the 10 year Housing Strategy. Members suggested looking at issues such as energy efficiency and land sustainability for future consultation.
Members shared information that free energy efficiency assessment/advice is available to tenants through St Vincent de Paul’s Home Energy Assessment Program and ACTSmart’s Sustainable Home Advice service.
Ms Barbaro, Director of Strategy and Viability thanked members for their work over the last two years and for actively supporting initiatives to improve Housing ACT communications and service delivery. Once these initiatives have been progressed, Housing ACT will include 2016-18 members in any events related to the launch of the digital client platform and will inform members how the projects they worked on are being progressed.