Housing Choices Australia Annual Report 2018

Oneyearolder. Tenyearswiser.

Annual Report 2018

In the spirit of reconciliation, Housing Choices acknowledges Aboriginal and Torres Strait Islander people as the traditional owners of this country and their connection to land, water and community. We pay our respects to them, their culture and customs, and to elders both past and present.

Contents

Introduction 3

Growingour impact and influence 62

4 5 7 9 15 20

Who we are From the Chair From the Managing Director An introduction to our renewed business strategy Our Board Regulation and compliance

63 64 65 69 71 73 74 78 83 85

Our property portfolio Property development and asset management Newdevelopments South Australian Public Housing Transfer Our investment in disability Urban Choices Property report Pipelinedevelopments Partnering with the community A new fund for families fleeing violence A purpose-built swing for adults with disabilities

Developinga robust, resilient and agileorganisation 22

24 25 26 28

People, Culture and Communications report Developing our workforce Information Technology Property Development and Asset Management report

Implementing innovation 90

92 94 95 97 98 99

Our commercial capability Seven new aordable homes in St Albans Research-led innovation Partnering with the community housing sector Inclusionary zoning Future directions; towards 2028

Transformingthe resident experience 30

Better understanding the resident journey Transforming Housing Choices for the next decade Resident Satisfaction Survey results Ouroperations National overview Victorian report Tasmanian report South Australian report The role of an Intensive Housing Ocer

31 33 36 37 38 39 41 43 45 47 48 52 57

Thefinancials 101

101

Consolidated financial report Statement of Profit and Loss and Other

102 102 103

Comprehensive Income Statement of Cash Flow Statement of Financial Position

Our Resident Advisory Committees Communitydevelopment activities

Resident scholarships Community gardens

All people aordably housed in neighbourhoods that support life opportunities. OurVision. To provide aordable homes across Australia, working with partners to create resilient and inclusive neighbourhoods. OurMission.

3 | Annual Report 2018

Our corebusiness isprovidingpeople withhighquality, safeandaordable housingtosuit theirneeds. Our residents are primarily people on low incomes, older people, women and children escaping family violence and those living with a disability. We know that a house is more than bricks and mortar and a neighbourhood is more than streets and roads. The most vital elements are the people who live in our houses, the families who populate our neighbourhoods, and the relationships they establish with us and each other. That is why we value highly how we interact with our residents and the feedback we receive from them, which increasingly informs our operations. Our eective partnership model allows us to introduce our residents to support services and pathways which improve their opportunities and circumstances; stabilising their tenancies and allowing them to live their best life.

From the welcoming smile that greets a resident at our oce receptions, to the phone call inquiry answered by an understanding and knowledgeable sta member, to the timely response to a request for information or property maintenance; we are commit- ted to treating our residents with the utmost respect and consideration. Each year, our Resident and Partner Satisfaction Surveys provide critical information about what we are doing well, where we can improve, and help us monitor the working relationships that are vital to supporting our residents into stable, long-term accommodation. Our aim is to develop innovative housing solutions based on real evidence, ensure our experience is documented and evaluated so we can advocate for our residents, and adapt our business and services to meet their changing needs and a changing sector environment.

4

Introduction |

From theChair. Arthur Papakotsias

5 | Annual Report 2018

Welcome toHousingChoicesAustralia’s 2017-2018Annual Report. Theyearwasfilled withopportunitiespursuedandgoals achieved. Fromourmanagement andstainVictoria, Tasmania, SouthAustraliaandNewSouthWales, wesawunwaiveringcommitment inchallenging times andagreatdeal of hardwork.

Among our many projects, in South Australia we successfully transferred 840 homes and residents to our property management portfolio as part of the South Australian Government’s Renewing Our Streets and Suburbs (ROSAS) program. We also commenced our first on-the-ground disability housing partnership in New South Wales with leading disability services provider Life Without Barriers. In Tasmania, we expanded our services in the state’s north-west with 62 new homes either completed, or in the pipeline. In Victoria, we announced new building developments in Dandenong, Newport and St Albans, and initiated major technology and system upgrades at out head oce that will set the stage for greatly increased eciencies across our expanding operations. Housing Choices Australia group. A key focus for me, and our board of directors, was the opportunity this presented to review our impact; both what has been and is yet to be achieved, and to plan eectively for our second decade. With input from management, sta, partners and residents, we analysed and revised our Business Strategy and Business Plan. Our Vision and Mission remain steadfast - provide aordable homes to people in need, across the country, and work with partners and others to create resilient and inclusive neighbourhoods. Our method of approach also remains steadfast - significantly increase the supply of good quality housing and tenancy services across Australia, so people in desperate need 2018 is specially significant for this organisation because it’s our tenth year of operations as the

From 2018, all our internal and operational strategies will be underpinned by four significant pillars of practice that will help us become an even more innovative and agile organisation. Enhanced technology and >Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14 Page 15 Page 16 Page 17 Page 18 Page 19 Page 20 Page 21 Page 22 Page 23 Page 24 Page 25 Page 26 Page 27 Page 28 Page 29 Page 30 Page 31 Page 32 Page 33 Page 34 Page 35 Page 36 Page 37 Page 38 Page 39 Page 40 Page 41 Page 42 Page 43 Page 44 Page 45 Page 46 Page 47 Page 48 Page 49 Page 50 Page 51 Page 52 Page 53 Page 54 Page 55 Page 56 Page 57 Page 58 Page 59 Page 60 Page 61 Page 62 Page 63 Page 64 Page 65 Page 66 Page 67 Page 68 Page 69 Page 70 Page 71 Page 72 Page 73 Page 74 Page 75 Page 76 Page 77 Page 78 Page 79 Page 80 Page 81 Page 82 Page 83 Page 84 Page 85 Page 86 Page 87 Page 88 Page 89 Page 90 Page 91 Page 92 Page 93 Page 94 Page 95 Page 96 Page 97 Page 98 Page 99 Page 100 Page 101 Page 102 Page 103 Page 104 Page 105 Page 106

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