Consulting and engaging with tenants Community Housing experience 14 th June 2017
NSW Federation of Housing Associations - Who are we and what do we do? Peak industry body for Community Housing Providers in NSW Mission to support the development of the not-forprofit rental housing sector and make a difference to the lives of lower income and disadvantaged households across the state. Represent the community housing sector Campaign for more social and affordable housing and to reduce homelessness Training, services, advocacy, networking, policy, best practice
Tenant consultation in the community housing sector Why do Community Housing Providers (CHPs) consult and work with tenants? How do they do it? Building blocks - surveys Tenant Advisory Groups / Tenants Councils Newer developments 3 to 5 year tenant participation strategies mystery shopping and tenant inspectors place planning
Tenant consultation in community housing why is it so important? Essential links to tenants and communities for community based organisations Customer service improvements Input to strategy and direction Problem solving approach Additional support training, employment, sustaining tenancies All about making sure tenants can influence their services and help build their communities
Spending on individual tenant support + additional tenant / community services Source: House Keys: operations cost effectiveness indicators 15-16
Transfer experience Examples and case studies Tenant satisfaction surveys North Coast Tenant Council Evolve Housing Residents Council and Resident Report Card Bridge and Link Tenant Participation strategies SGCH / Newleaf place planning Link Housing mystery shopping and tenant inspectors Community Housing Tenant Network
Tenant satisfaction surveys Annual survey of all tenants Improve services for tenants Highlight issues that tenants care about Independent assessment Some headlines -
Headlines overall satisfaction
Headlines property condition
Headlines repairs satisfaction
North Coast Tenant Council Celebrated 10 years last year
North Coast Tenant Council Recent planning session for the Tenant Council Help consolidate their plans for the future and what roadblocks need to be overcome to reach greater success and influence
Evolve Housing Resident Council Up to 12 members, recruited from local residents groups across Evolve s LGAs Elections every two years Set agendas, nominate areas of concern and invite relevant staff expert to comment, give feedback and work with them to get improvements Attend board meetings present to board on tenant issues and priorities Provide feedback on contact centre, review and amend policies (review 5 /6 per year) Resident Report Card
Tenant Participation Strategies CHPs and tenants developing 3 to 5 year tenant participation strategies Clear priorities set by tenants and CHPs, with plans to achieve them and measurement to check on progress
Strategies Link Housing
Strategies Link Housing
Strategies Link Housing
North Coast Tenant Council
Mystery shopping and tenant inspectors Tenants decide which areas of the service that they want to work on improving first In depth assessment of what works / doesn t work with that service Includes mystery shopping external person or a tenant tests the service (maintenance, enquiry, complaint) and records the results changes made to policy / service as a result Link Housing become the first community housing provider in Australia to win customer service project of the year for its mystery shopper program Customer Services Institute s Australian Service Excellence Awards Results at Link fed directly into their service delivery review and they changed their phone service, provided more training to front line staff and made regular reports on changes to tenants
Community Housing Tenant Network Promote effective tenant participation in the community housing sector. Represent the interests of all NSW Community Housing tenants. Comment on and have input to FACS and wider government policy matters. Work toward the involvement of all community housing association tenants. Share information about successful projects and learn from other tenants' experiences. Encourage and support tenant leaders. Promote educational and training opportunities to support tenant participation in the sector.
Case study previous management transfers Clear information was provided to public housing tenants about who they can contact to have their questions answered PRIOR to the property transfer. This was critical in order to ensure as many concerns as possible can be addressed prior to the transfer occurring. Consistent communication from FaCS and the CHP is also critical so tenants can see that the information they are receiving is the same. Clear communication strategies must be established by FaCS and the CHP It was critical that FaCS and CHP genuinely understood and responded to tenants concerns
Case study previous management transfer Early and ongoing engagement Communication Strategy Series of press releases in each community affected by the property transfer Q & A sheet aligned with the FACS fact sheet Tenant Rent Information Sheet Consultation sessions in every town where the property transfer was occurring Joint visits (FACS and CHP) to tenants + support with paperwork (i.e. CRA application) FACS Project Officer was vital to property transfer process Start planning for engagement post transfer
Summary Many ways that CHPs already consult and involve tenants High levels of satisfaction Many other areas CHP support tenants (training, employment, digital inclusion, individual tenant support etc.) Already spend around 10% of management costs on additional tenant and community activity Important and developing area for CHPs who are already scaling up for growth Tenants influence how they ll be consulted Sector has experience from previous transfers
Social Housing Management Transfer rights and obligations The CHP must deliver: High quality, fair and transparent services Rights and entitlements including those under Residential Tenancy Agreements fully maintained Protocols and procedures developed to put intent of Policies into practice Tenants and household members satisfied with tenancy management services Meet National Regulatory Code outcomes (including for tenant and housing services)
National Regulatory System for Community Housing Registrar in each participating state & territory One Primary Registrar for providers working in more than one state Single, national, publicly-accessible Register of providers Three-tiers of registration depending on size / complexity of CHPs Registration open to any housing provider that meets requirements of National Law Separation of regulatory and funding/policy functions (i.e. FACS has policy / funding decisions)
National Regulatory System performance outcomes Tenant and housing services - the community housing provider is fair, transparent and responsive in delivering housing assistance to tenants, Housing assets manage assets effectively Community engagement - the community housing provider works in partnership with relevant organisations to promote community housing and to contribute to socially inclusive communities
National Regulatory System performance outcomes Governance - the community housing provider is well governed Probity - the community housing provider maintains high standards of probity relating to the business of the provider Management - the community housing provider manages its resources to achieve the intended outcomes of its policies Financial viability - the community housing provider is financially viable at all times.
National Regulatory System for Community Housing Providers must Maintain an appropriate corporate structure Comply with the National Law and Conditions of Registration Comply with the National Regulatory Code Provide information requested by Registrar Allow Registrar to carry out inspections Notify Registrar of things that could have a material impact on their registration status Maintain a list of community housing assets
Registrar s enforcement powers Enforcement actions available to Registrars if providers do not comply with National Law Spirit of encouraging providers to change noncompliance, prior to any enforcement action Common, national set of operating & communication procedures for enforcement Escalating approach to non-compliance Measures to address serious & urgent noncompliance.
Registrar s enforcement powers Source: NRSCH Directorate (2014): Enforcement Guidelines for Registrars