housing registrar report 2012-13 · pdf filehousing registrar report 2012–2013 housing...

housingregistrarreport2012–2013

housing registrar report 2012–2013

Department of Treasury and Finance1 Treasury PlaceMelbourne Victoria 3002AustraliaTelephone: +61 3 9651 5111Facsimile: +61 3 9651 5298www.dtf.vic.gov.au

Authorised by the Victorian Government1 Treasury Place, Melbourne, 3002

Print managed by Finsbury Green

9/124 Exhibition Street, Melbourne Vic 3000Printed on recycled paper.© State of Victoria 2014

This work is licensed under a Creative Commons Attribution 3.0 Australia licence. You are free to re use the work under that licence, on the condition that you credit the State of Victoria (Department of Treasury and Finance) as author and comply with other licence terms. The licence does not apply to any images, photographs or branding, including the Victorian Coat of Arms, the Victorian Government logo and the Department of Treasury and Finance logo.

Copyright queries may be directed to [email protected]

ISSN 2200-3312Published April 2014

If you would like to receive this publication in an accessible format please telephone 9651 1402 or email [email protected]

This document is also available in PDF format at www.housingregistrar.vic.gov.au

Photographs by Ponch Hawkes, others supplied by registered agencies and used with permission

contentsThe Housing Registrar

Our mission 1

Our vision 1

Four key objectives 1

Message from the Registrar 2

The year in review 3

Our projects 6

Complaints management 8

Our team 10

The registered sector

The registered sector as at 30 June 2013 14

Spotlight on a newly registered agency 15

Milestones for registered agencies 16

Snapshot of the sector 21

Financial data 24

Summary fi nancial statements 26

Innovation in the sector 29

Housing

Spotlighting individual projects 38

Tenants

Profi le of tenancies and tenants 48

What tenants say 50

Stakeholders 53

The future 57

With thanks 61

our mission

To protect social housing assets and ensure quality services to tenants by regulating well governed, well managed, financially viable rental housing agencies.

our vision

A robust, vibrant regulated housing sector that grows affordable housing for the Victorian community.

four key objectives

> ensure that all housing agencies are viable, well governed and properly managed;

> protect and ensure accountable use of government assets managed by the affordable housing sector;

> build confidence in the private sector to invest in and grow affordable housing; and

> ensure quality and continuous improvement in service delivery and outcomes for tenants.

The regulatory framework supports and promotes best practice while identifying and addressing poor performance.

1the housing registrar

message from the registrar

Once again I am pleased to welcome you to our sixth annual report. And again it highlights the continued growth of the sector and the success of housing associations and housing providers. There are now 18 583 affordable homes across Victoria, owned and managed by registered agencies and with a combined value of $2.54 billion. The sector also employs around 1300 people.

Over the year the Housing Registrar has made a significant contribution to the development of a national regulatory system. We have been able to use and build on good practice in Victoria, such as our approach to financial analysis which forms the basis of the national approach. This work will continue as the national system develops.

It has also been satisfying to see the implementation of various recommendations of our Better Regulation… Less Burden project. Using risk to guide regulation now and into the future, validating the data we get from the sector, and making sure we know about significant events will make sure we can do our job better – and reduce the burden on smaller and well run agencies.

We have achieved a lot since our formation in 2006, from establishing a registration system to the ongoing monitoring of more than 40 agencies. This year has seen this regulation become more focused as we carried out our first formal inspection and also issued formal instructions. These actions have shown that the regulatory framework as a whole works well and delivers results.

I continue to be both surprised and amazed at the good work of the sector in improving people’s lives and in many cases transforming them. It may be a little thing like the desk that Common Equity Housing Limited’s education fund bought for a tenant who is a mature-aged student, to Port Phillip Housing

Association’s Ashwood Chadstone Gateway Project that created almost 300 community and private homes. This highlights that the community housing sector is always willing to go the extra mile and is a credit to all its members.

I would like to thank the Housing Registrar team for its hard work and dedication over the year, our colleagues in DHS and the members of the Registrar’s Advisory Panel whose independent advice is invaluable.

I am sure you join me in looking forward to another productive year.

Yours sincerely Anthony Hardy

2 the housing registrar

the year in review

Sector engagement

One of the initiatives of our 2011-12 review of communications was a bi-annual regulatory practice forum with registered agencies. We held forums in November 2012 and May 2013 at the Jasper Hotel in Melbourne.

More than 50 people attended the forums to hear updates on regulatory activity including;

> changes to regulatory processes, reporting, templates, and our business system REGIS;

> projects we are undertaking;

> analysis of sector performance and the outcomes of annual reviews of individual agencies; and

> areas of concern for the Housing Registrar and the sector.

An added feature of the forum was the Registrar’s Quiz which tested participants across an eclectic range of topics.

Again in response to sector feedback we set up a quarterly eNewsletter EQUIP which was launched in October 2012. Copies of the three editions for the year and a link to subscribe to future editions can be found on our website at http://www.housingregistrar.vic.gov.au/News-and-events/Newsletter

The Housing Registrar continued to attend the annual general meetings (AGM) of agencies, analysed two collections of agency reporting submitted at the end of August and 28 days after AGMs, and completed annual reviews of agency compliance and performance.

Annual review reports were completed and presented to 40 registered agencies.

Sector profiling and analysis

We completed our fourth annual sector performance report for the 2011-12 financial year. This edition was published on our website and provided a host of valuable information on the profile and performance of the registered housing sector. Copies of this report and previous reports can be found on our website at http://www.housingregistrar.vic.gov.au/Publications-and-guides/Sector-Performance-Report

Building internal capability

Housing Registrar staff attended the Australian Housing and Urban Research Institute’s (AHURI) National Housing Conference in Brisbane in October 2012 which broadened our knowledge and understanding of current issues in the housing sector.

In June 2013 the Victorian Managed Insurance Agency (VMIA) delivered targeted risk management training for our staff. It took the team through the VMIA risk management approach and the risk maturity model. Additional targeted training will continue to be developed throughout 2013-14.

We introduced guidance for better record keeping to ensure we are documenting relevant information which is then easily retrievable.

In November 2012 we attended a presentation by the President Elect of the Royal Institute of Chartered Surveyors and Chief Executive of Broadland Housing Association in England, Michael Newey, to hear the latest news on social housing and regulation in England.


There were several changes for our online business system REGIS, including:

> hosting of the production and user testing environments transferred from Fujitsu to Eye Media;

> technical support now provided by Dialog Information Technology;

> a development environment established in the Department of Treasury and Finance (DTF); and

> improvements in the record keeping of agency contacts.

Housing Registrar financial analyst, Kai Chong, completed his Chartered Accounting certification during the year, and is now a qualified member of the Chartered Accountants Institute of Australia. All three members of our Financial Analysis team are now fully qualified accountants.

After six years with the team, we said goodbye to our Executive Assistant Julie Tirpkos in January 2013 who moved to a new role within the Department of Treasury and Finance.

We welcomed Emma Iacobaccio who came back from maternity leave in January 2013, but said goodbye to Caroline Neske who went on maternity leave in April 2013.

After seven years with the Housing Registrar Mark Hamilton-Smith moved to a new role with the Freedom of Information team within the Department of Treasury and Finance.

From January to April 2013, Jean Saunders joined us to bolster our administrative resources for a short but busy period.

We had great fun taking part in the Global Corporate Challenge from May to September 2013. Seven team members formed the Victorious Housing Registrars to reduce our waistlines and promote healthier lifestyles. Our team walked 8 243 kilometres, topped the Department of Treasury and Finance (DTF) teams, and ranked in the top 10% globally.

Achieving national consistency

Our participation in the development of the National Regulatory System for Community Housing (NRSCH) was extensive and sustained. We were active member of the National Working Group and the Registrars Forum and played a major role in creating the many foundations of the NRSCH including the evidence guidelines for demonstrating compliance with the National Regulatory Code, charter, tier guidelines, enforcement guidelines, regulatory framework, financial reporting and non-financial reporting requirements, online business system CHRIS, and associated parties guidance.


Enhancing relationships

> Our relationship with the Department of Human Services (DHS) and in particular the Director of Housing is very important. We have worked hard to ensure the exchange of relevant information as per the information sharing protocol signed off in August 2012.

> A second information sharing protocol was signed with the DHS Director, Performance, Regulation and Reporting (PRR) in May 2013. It reduces the duplication between the Housing Registrar’s regulatory assessments and DHS accreditation assessments for those registered agencies also required to meet DHS Service Standards.

Applications for registration

> We registered our 43rd agency, The Haven Foundation, in March 2013, and received a full application for registration from another agency, Baptcare Affordable Housing.

> Enquiries about registration continued, and at year end, we had one agency actively preparing an application for registration.

Contact with other stakeholders

> Registrar Anthony Hardy spoke at the Australasian Housing Institute’s (AHI) workshop on reform of social housing, in New Zealand. It also was an opportunity for him to meet with NZ government officials to discuss their delivery of planned reforms.

> The Registrar also delivered a presentation on the implementation of the National Regulation System for Community Housing to students of Post-Graduate Certificate and Diploma Housing Courses at Swinburne Institute of Social Research.

> Our generic email address [email protected] received more than 100 emails from members of the public during the year. Many of these emails were associated with either an enquiry about the availability of affordable housing, or an issue with a social housing property or tenant.

> We have continued to receive emails to [email protected] from complainants seeking review of issues they have been unable to resolve with a registered agency.

> Our general phone enquiry line (03) 9651 1402 receives a constant number of calls from members of the public, tenants or applicants for social housing, and other parties seeking assistance.


our projects

Better Regulation ... Less Burden ProgramThe 2011-12 Housing Registrar annual report highlighted that planning for the Better Regulation … Less Burden program was almost finalised. This year saw the planning for phase 1 completed and the subsequent delivery of risk-based regulation, data validation, horizon scanning of emerging risks, and better internal process documentation.

Engaging the sector

The Better Regulation … Less Burden advisory committee has been meeting monthly since February 2013 to provide input and commentary on the program of work. It has given valuable advice on the Regulatory Engagement Tool, data validation and other aspects of the program of work. The following people made a significant contribution to the committee:

> Celia Adams (Rural Housing Network Limited);

> Lesley Dredge (Community Housing Federation of Victoria);

> Mandy Leveratt (St Kilda Community Housing);

> Michael Smith (Housing Choices Australia Limited); and

> Vlad Steinberg (Community Housing Victoria Limited).

The Committee is chaired by Anthony Hardy, with Sue Bell and Emma Iacobaccio also taking part on behalf of the Housing

Registrar.


Program components

(i) Risk based regulation

> Regulatory Engagement Tool

With the help of Ernst and Young (EY) the Housing Registrar has developed a risk based Regulatory Engagement Tool (RET) which objectively determines our level of contact with an agency throughout the regulatory year. The RET uses a comprehensive assessment of risks and combines performance against financial and non-financial Performance Standards, with other aspects of an agency’s operations to make an assessment of regulatory engagement. As it is based on risk it will reduce the regulatory burden on smaller and well run agencies where risk is less.

> Emerging risks

The RET must be kept up to date to ensure it remains current as the environment changes. The Housing Registrar engaged EY to develop a methodology to identify and evaluate the impact of emerging risks on the sector. Each year the RET will be updated with material emerging risks, ensuring that it reflects the current environment.

(ii) Data validation

> As part of annual regulation, each agency must complete an annual review of its performance and make an annual submission against a variety of key performance measures (KPMs). The data from these submissions forms an integral part of the Registrar’s annual sector performance reporting, and the validity of such data is crucial. EY was contracted to develop a data validation methodology to help verify the accuracy and the integrity of KPMs, the asset list maintained in the agency register in REGIS, and complaints data submitted by agencies. Representatives from five agencies assisted EY in the pilot:

> Mandy Leverett and John Enticott (St Kilda Community Housing);

> Haleh Homaei, Dharma Dharmakularajah and Ahmed Shire (North East Housing Services);

> Ian McLaren and Dale Carroll (South East Housing Coop);

> Dimi Patitsas and Zoe Hamilton (Yarra Community Housing); and

> Astrid Boyd, Rachael Skipper and Trudi Ray (Loddon Mallee Housing Services)

(iii) Sector guidance

> Reportable events

Early notification of significant events is important to any regulator. We clarified our expectations in a guidance note on reportable events as part of the Better Regulation…Less Burden project. The more formalised process for agencies to disclose events that may have a material impact on compliance against Performance Standards can be viewed on the Housing Registrar website.

> Tenant participation

The Housing Registrar developed a good practice guide to assist boards and senior managers of registered housing agencies seeking to involve and represent tenant views when making business decisions to build better communities and improve services.

Our push for tenant participation comes from the reasonable expectation that housing services and policies meet tenants’ needs and preferences within the resources available. This helps inform decisions about improving service delivery and providing value for money.

The Housing Registrar engaged the Community Housing Federation of Victoria (CHFV) to undertake a survey on tenant participation programs conducted by Victorian housing agencies. CHFV received responses from 22 of the 41 registered housing agencies and identified current practices in tenant involvement across the sector. These findings are captured in the guide.


complaints managementThe Housing Registrar has a legislated role in complaints management and monitoring. Under Part VIII of the Housing Act 1983, the Registrar can investigate complaints by tenants or prospective tenants of registered agencies where these complaints have been referred to but not resolved by agencies.

The Act also sets out responsibilities for agencies to have a complaints handling procedure, to take all reasonable steps to resolve complaints within 30 days, and to maintain a register of complaints received.

Complaints are important feedback about service delivery. They should lead to improvements in service delivery and are not a negative indicator of an agency’s performance. Individuals with issues relating to a registered agency are expected to raise their issue with the agency first, and if they are dissatisfied with how their issue is dealt with by the agency, then they may wish to make a formal complaint to the agency. From there, complaints can be referred to the Housing Registrar.

The vast majority of complaints are resolved with agencies. Some complaints coming to us have not been through an agency’s complaints process, others fall outside our jurisdiction and we pass them on to a relevant authority or advise the complainant of more appropriate avenues. Occasionally we decide that a complaint will not benefit from any further investigation. We only undertook one formal investigation in the past year which indicates that generally complaints are being handled well in the sector, and that agencies are committed to listening to customers and learning from them.


In 2012-13, 77 complaints (compared with 42 in 2011-12) were directed to the Registrar:

Tenant / prospective tenant complaint still subject to agency’s process – referred back to agency

41

Neighbour or other stakeholder complaint still subject to agency’s process – referred back to agency

14

Outside Registrar’s jurisdiction – referred elsewhere 5

Internal review – under our jurisdiction but not requiring formal investigation 16

Formal investigations 1

While the number of complaints referred to the Housing Registrar almost doubled, a significant number of them had not been taken through an agency’s complaints process – in most cases, issues had been raised with an agency and responded to, but the person raising the issue had not then complained about the handling and outcome of their issue. We have been working closely with agencies to ensure that communication is clearer about how complaints can be raised, and what mechanisms exist for external review.

In addition to handling complaints ourselves, we collect an annual summary of complaints handled by each registered agency. The following activity was reported across the 40 agencies:

2012-13 2011-12 2010-11

Total number of complaints 957 930 661

Total number from tenants/prospective tenants 339 386 242

Complaints resolved within 30 days (percentage)

86.1 85.7 82.6

The figures indicate that less than 2 per cent of tenants in the sector had issues which became complaints, and the majority were resolved within 30 days – the percentage figure was a very slight improvement on the previous year.


our team

Susan Bell

Michael Forbes

Caroline Neske

Emma Iacobaccio

Anthony Hardy


Julie Tirpkos

Mark Hamilton-Smith

Kai ChongChamath Fernando

Niraj Pau

Olga Anisimova

Christine Witton


the registered sector

13

the registered sector as at 30 june 2013

Housing associations

Common Equity Housing Ltd

Community Housing (Vic) Ltd

Housing Choices Australia Ltd

Loddon Mallee Housing Services Ltd (trading as Haven; Home, Safe)

Port Phillip Housing Association Ltd

Rural Housing Network Ltd

Wintringham Housing Ltd

Yarra Community Housing Ltd

Housing providers

Aboriginal Housing Victoria Ltd

Active Community Housing Ltd

BAYSA Ltd (trading as Barwon Youth)

Centacare Housing Services Inc

Eastcoast Housing Association

Eastern Access Community Health (EACH) Housing Ltd

Eastern Suburbs Rental Housing Co-operative Ltd

Hanover Welfare Services

The Haven Foundation Ltd

HomeGround Services

Inner East Social Housing Group Inc

Mallee Accommodation and Support Program

Mission Australia Housing (Victoria) Ltd

Northcote Rental Housing Co-operative Ltd

Northern Geelong Rental Housing Co-operative

North East Housing Service Ltd

Prahran/Malvern Community Housing Inc

Servants Community Housing

Social Housing Victoria

SouthEast Housing Co-operative Ltd

South Port Community Housing Group Inc

St Kilda Community Housing Ltd

Sunshine/St Albans Rental Housing Co-operative Ltd

The Salvation Army Red Shield Housing (Vic)

United Housing Co-operative Ltd

Uniting Housing Victoria Ltd

Urban Communities Ltd

Victorian Women’s Housing Association Ltd (trading as Women’s Property Initiatives)

VincentCare Community Housing

WAYSS Ltd

West Turk Housing and Elderly Services Co-operative Ltd

Williamstown Rental Housing Co-operative Ltd

Women’s Housing Ltd

YMCA Community Housing Ltd (currently seeking deregistration)

14 the registered sector

spotlight on a newly registered agency


We were pleased to welcome The Haven Foundation which registered as a housing provider on 14 March 2013. It is a not-for-profit organisation, limited by guarantee, that aims to provide long-term accommodation for vulnerable people with long-term continuing and disabling serious mental illness.

With the main objective of The Haven Foundation being to establish safe and secure independent living units, it opened 14 self-contained units in South Yarra in 2011. These units are referred to as Haven South Yarra. The agency envisages opening another complex comprising 12 – 20 units in 2014-15, and aims to complete a further 10 complexes by 2030. Each subsequent complex will have Haven in its name.

The Haven Foundation’s model of care focuses on a service provider, families and a volunteer group working in partnership to provide quality support for residents in the South Yarra units. This model will also be implemented in future Haven units.

15the registered sector

milestones for registered agenciesA number of agencies celebrated significant milestones during the year.

South Port Community Housing Group – 30 years of operation

South Port Community Housing Group celebrated 30 years’ contribution to social housing since its origins as a local committee, which formed to manage two rooming houses in South Melbourne in 1983. To commemorate this milestone, the agency is writing a history comprising some early photos, stories from past and present staff, tenants and committee members as well as identifying agency changes in response to waves of policy reviews by State and Federal Governments.

The origins of South Port Community Housing Group are located firmly in the central, historic area of South Melbourne known as Emerald Hill. They also lie in State Government intervention into the loss of rooming house stock in Melbourne, in which the first community housing agencies were formed to manage state-owned rooming house stock in Fitzroy/Collingwood, St Kilda, and South Port.

In South Melbourne the Commonwealth and State Governments jointly purchased the historical area of Emerald Hill in 1973 to preserve it, and the three rooming houses on the site eventually came under the management of the newly-formed local group South Port Rooming House Services, now South Port Community Housing Group.

During the early 1900s up to 8 per cent of Melbourne’s population lived in a rooming house or boarding house. Most were located in the inner suburbs. Rooming houses were home to sailors and accountants, nurses and waitresses, wharfies and returned servicemen, as well as to the unemployed and

retired. Dramatic levels of loss of this housing type happened in the 1970s and 1980s as a result of wealthier people seeking to move back into the inner suburbs and buying up larger properties such as hotels and mansions operating as rooming houses, for use as single family housing.

A number of registered agencies including South Port Community Housing Group, St Kilda Community Housing, Port Phillip Housing Association, and Yarra Community Housing continue to operate many of the remaining higher quality rooming houses in the inner suburbs of Melbourne to this day.

Emerald Hill today – the scene includes three of South Port’s rooming houses and South Melbourne Town

Hall as well as historic family housing and shops saved by the government intervention in 1973.


St Kilda Community Housing – Winding up of the Rooming House Issues Group

In October 2012 St Kilda Community Housing celebrated the launch of a book written to mark its 30 years of housing advocacy and provision in St Kilda. Its first incarnation was as the St Kilda Rooming House Issues Group (RHIG) formed at a time in the late 1970s and early 1980s when housing in the inner suburbs of Melbourne became a hot political topic.

St Kilda was unlike other inner suburbs such as Fitzroy and Collingwood where the State Government was investing in properties for public housing. It attracted developers who could see opportunities for good returns on investment courtesy of the growing interest in living in the inner suburbs among young professionals. The RHIG, along with other groups such as the St Kilda Community Group and the Tenants’ Union, quickly became concerned at what was happening to the traditional rooming and boarding houses of the area where so many were being sold that it appeared the suburb would lose all of its low cost accommodation.

RHIG was able to persuade the State Government to invest in retaining social housing in St Kilda, resulting in the purchase there of several large properties which RHIG was asked to manage on behalf of the Government. It was from these beginnings that RHIG went on to become one of the largest providers of community-managed rooming houses in Victoria.

Since December 2006 the agency responsible for running the rooming houses and for maintaining registration with the Housing Registrar has been St Kilda Community Housing (SKCH) with the RHIG continuing to exist as an advocacy body under SKCH.

However in the past year the Board of SKCH decided that operating two separate legal entities was an unnecessary complication. A motion was unanimously passed at the 2013 Annual General Meeting to formally wind up the Group. A long era had come to an end but St Kilda Community Housing remains committed to maintaining the legacy of the Rooming House Issues Group.


Community Housing (Victoria) Ltd – 20 years of operation for its parent company Community Housing Ltd (CHL), and 10 years of the CHL Group delivering affordable housing in Gippsland

Community Housing Limited (CHL) celebrated its 20th year of providing social housing in Victoria, initially under its own identity, and from 2005 primarily under its subsidiary Community Housing (Victoria) Limited (CHVL) registered as a housing association in that year. It was a double celebration as the CHL group also celebrated its 10th year of delivering housing and homelessness support services to the local community in Gippsland.

CHL currently delivers affordable housing in a number of other states, as well as internationally in Timor Leste, Chile and India.

CHVL manages more than 2 100 homes in Victoria, with just over 50 per cent owned by the company. Four hundred and seventy-four of these homes are in Gippsland, in the local government areas of East Gippsland, South Gippsland, Bass Coast, Latrobe Valley, and Wellington. From its offices in Morwell and Bairnsdale, it operates both long term and transitional housing, allowing easy access to tenants and people needing housing assistance in this part of Victoria.

One hundred and sixty-nine of the Gippsland homes were designed and constructed through a mix of $50 million in capital funding from government and CHVL, making it the largest injection of investment by a community housing provider in the region. Besides the growth of new housing, these projects provided a boost to the local economy by creating employment, construction and subcontracting jobs.

One of the keys to CHL and CHVL’s success is their belief in building strong partnerships and undertaking new initiatives. Besides working closely with all levels of the government, they have partnered with more than 22 like-minded organisations in the region that provide a range of support services to the tenants including aged, disabled, youth, and Aboriginal people.

‘These partnerships are essential

to the ongoing sustainability of

people’s capacity to occupy their

housing sustainably and CHL will

continue to build long-term local

partnerships,’ – Steve Bevington,

Managing Director.


Servants Community Housing – 150 years for Carrical House

The Carrical House mansion in Mason Street, Hawthorn was 150 years old this year.

To mark the occasion Servants Community Housing held a birthday party. Guests included former Premier Ted Baillieu, Hawthorn’s Sing Australia choir and the Rotary Club of North Balwyn which cooked up a feast!

Carrical House has been operated by Servants since 1986 and the nine units of the mansion continue to provide outstanding accommodation to people on low incomes.

Haven; Home, Safe, Rural Housing Network and Common Equity Housing – Significant achievement awards for agency leaders

The past two years have seen two chief executive officers of registered housing associations, Ken Marchingo of Haven; Home, Safe, and Catherine Upcher of Rural Housing Network Limited (RHNL) presented with Lifetime Achievement Awards by PowerHousing Victoria. A third managing director, John McInerney of Common Equity Housing Limited (CEHL), another registered housing association, was presented with the Australasian Housing Institute’s Outstanding Achievement Award.

All three have been influential in the development of the sector and their well-articulated and sometimes forthright opinions are widely respected. Catherine and John have subsequently retired in the second half of 2013.


Rural Housing Network Limited – 15 years of service in north eastern Victoria

On 17 November 1998, the Ovens and Murray Regional Housing Council became Rural Housing Network Limited (RHNL), changing its legal structure to a company limited by guarantee and reflecting its growth in providing services in Shepparton and Seymour. During the intervening 15 years, RHNL continued to expand and diversify its services, and is the largest provider of community housing and homelessness services in north eastern Victoria.

Catherine Upcher was CEO of RHNL from 2001 and was instrumental in its expansion. She encouraged the Board to register RHNL as a Housing Association (achieved in 2007), and made sure that RHNL took full advantage of opportunities available through the Commonwealth Government’s Nation Building program. When Catherine retired in 2013, she left an organisation renowned throughout Victoria for ‘punching above its weight’.

RHNL continues to offer a raft of innovative programs, including Sustaining Tenancies At Risk (STAR Housing) which won the Australian Government’s National Homelessness Services Achievement Award for Excellence in the Prevention of, or Early Intervention in Homelessness, in 2012. It also manages Mooroopna Apartments – one of the only supportive housing models in regional Victoria to also incorporate Housing First tenancies (people who have been homeless for more than 12 months).

Catherine Upcher

As RHNL celebrates its 15th birthday, it continues to work in partnership

with government and the community sector to develop housing options for

marginalised people in the region. ‘Affordable and appropriate housing is

a fundamental right and I am proud to lead an organisation that has a long

history of innovation and putting people at the centre of our work.’

– new CEO Celia Adams.


snapshot of the sector

0

5 000

10 000

15 000

20 000Units managed

FY 2010 FY 2011 FY 2012 FY 2013

14 378

15 849

17 76918 583

0

300

600

900

1 200

1 500Total number of staff

FY 2010 FY 2011 FY 2012 FY 2013

1 125

1 243 1 276 1 284


West Division

North Division

East Division

South Division


Long term 14 355

West Division 4 641 32.3%

Barwon 854 6.0

Western District 255 1.8

Central Highlands 497 3.5

Western Melbourne 2 374 16.4

Brimbank Melton 661 4.6

North Division 3 669 25.6%

Loddon 782 5.4

Mallee 367 2.6

North Eastern Melbourne 1 878 13.1

Hume Moreland 642 4.5

East Division 2 265 15.8%

Goulburn 646 4.5

Ovens Murray 293 2.1

Inner East Melbourne 662 4.6

Outer East Melbourne 664 4.6

South Division 3 780 26.3%

Southern Melbourne 548 3.8

Bayside Peninsula 2 366 16.5

Inner Gippsland 496 3.4

Outer Gippsland 370 2.6

Transitional 4 004

West Division 1 037 25.9%

Barwon 151 3.8

Western District 112 2.8

Central Highlands 186 4.6

Western Melbourne 401 10.0

Brimbank Melton 187 4.7

North Division 839 21.0%

Loddon 135 3.4

Mallee 65 1.6

North Eastern Melbourne 448 11.2

Hume Moreland 191 4.8

East Division 903 22.6%

Goulburn 92 2.3

Ovens Murray 128 3.2

Inner East Melbourne 434 10.9

Outer East Melbourne 249 6.2

South Division 1 225 30.6%

Southern Melbourne 325 8.1

Bayside Peninsula 715 17.9

Inner Gippsland 103 2.6

Outer Gippsland 82 2.0

Geographical spread of housing units managed by registered agencies (by DHS divisions and local areas)


financial data

0

500

1 000

1 500

2 000

2 500

3 000

$Mns FY 2012 FY 2013

HAsHPsSector

Total assets

2 270.42 453.0

182.6

2 330.8

209.2

2 540.0

0

50

100

150

200

$Mns FY 2012 FY 2013

HAsHPsSector

Total capital grants recieved

145.7

160.5

14.8

48.9

2.5

51.4

Comparative financial data figures shown in this report may vary slightly from those reported last year by the Housing Registrar due to a new agency being registered during the year and one deregistration, as well as changes to accounting policies and prior year adjustments which have subsequently occurred.


0

50

100

150

200

250

$Mns

Operating revenue breakdown

FY 2012HA

FY 2012SECTOR

FY 2013HA

FY 2013SECTOR

Rent revenueOperating grantsOther revenue

34.5

17.7

63.2

98.4

77.4

47.2

18.5

19.7

75.7

33.4

81.9

113.9

$Mns

Incremental growth in housing assets of housing associations

FY2006

FY2007

FY2008

FY2009

FY2010

FY2011

FY2012

FY2013

0

500

1 000

1 500

2 000Asset growth through acquisition/developmentAsset transfer

11286

206

190

180

431

510

16067

0

50

100

150

200

250

Operating revenue

$Mns

HAsHPs

FY 2012 FY 2013

107.6

115.4 113.9

115.3


summary financial statements Key financial ratios for housing associations

FY 2012 FY 2013

Operating EBITDA ($ millions) 26.2 33.6

Current Ratio (times)* 1.6 2.3

Interest cover (times) based on operating EBITDA

1.3 1.8

Average loan to valuation ratio (based on cost of housing assets)

12.4% 12.5%

Key financial ratios for housing providers FY 2012 FY 2013

Operating EBITDA ($ millions) 6.7 10.6

Current ratio (times) 2.1 2.5

Interest cover (times) based on operating EBITDA

3.8 5.8

Average loan to valuation ratio (based on cost of housing assets)

17.3% 17.7%

*In calculating current ratio capital grants received in advance was deducted from current liabilities.


Associations FY 2012

$m


$m

Providers FY 2012

$m

Providers FY 2013

$m

Sector FY 2012

$m

Sector FY 2013

$m

Income statement

Rent revenue 63.2 75.7 35.2 38.2 98.4 113.9

Operating grants 17.7 19.7 59.7 62.2 77.4 81.9

Other revenue 34.5 18.5 12.7 14.9 47.2 33.4

Total operating revenue 115.4 113.9 107.6 115.3 223.0 229.2

Admin & property expenses 83.2 73.7 96.4 100.3 179.6 174.0

Depreciation 15.9 17.3 3.1 3.5 19.0 20.8

Finance costs 20.5 18.7 1.8 1.8 22.3 20.5

Other expense 4.3 5.2 2.9 3.0 7.2 8.2

Total operating expense 123.9 114.9 104.2 108.6 228.1 223.5

Net operating surplus -8.5 -1.0 3.4 6.7 -5.1 5.7

Capital grants 145.7 48.9 14.8 2.5 160.5 51.4

Other one time items 0.1 42.1 4.1 5.4 4.2 47.5

Net surplus 137.3 90.0 22.3 14.6 159.6 104.6



$m


$m

Providers FY 2012

$m

Providers FY 2013

$m

Sector FY 2012

$m

Sector FY 2013

$m

Balance sheet

Cash and short term investments 47.8 47.1 38.6 48.6 86.4 95.7

Other current assets 19.6 21.5 3.6 6.0 23.2 27.5

Current assets 67.4 68.6 42.2 54.6 109.6 123.2

Housing assets 2 183.0 2,239.2 127.4 139.7 2 310.4 2 378.9

Other non-current assets 20.0 23.0 13.0 14.9 33.0 37.9

Total non-current assets 2 203.0 2 262.2 140.4 154.6 2 343.4 2 416.8

Total assets 2 270.4 2 330.8 182.6 209.2 2 453.0 2 540.0

Interest bearing loan liabilities 1.8 1.2 0.4 0.5 2.2 1.7

Other current liabilities 115.7 84.4 20.6 27.9 136.3 112.3

Current liabilities 117.5 85.6 21.0 28.4 138.5 114.0

Interest bearing loan liabilities 271.4 282.5 22.3 25.1 293.7 307.6

Other non-current liabilities 75.9 73.2 4.1 3.9 80.0 77.1

Total non current liabilities 347.3 355.7 26.4 29.0 373.7 384.7

Total liabilities 464.8 441.3 47.4 57.4 512.2 498.7

Net assets 1 805.6 1 889.5 135.2 151.8 1 940.8 2 041.3

Reserves 92.3 86.6 18.0 21.0 110.3 107.6

Earnings 1 713.3 1 802.9 117.2 130.8 1 830.5 1 933.7

Total equity 1 805.6 1 889.5 135.2 151.8 1 940.8 2 041.3


innovation in the sectorPlace management

Place managing has become increasingly important for agencies as they have become more involved in redevelopment of local communities and the construction of multi-unit properties with both private and social housing owners. Place management can vary from a social focus, through to a combined focus on social and economic outcomes. Inherent is a local presence by the agency within the local community .


One example of a major place management initiative in Victoria in recent years was the Kensington redevelopment. This project transformed an ageing 1960s estate into a mixed community of public, social and private housing. A new organisation now known as Urban Communities Limited (UCL) was formed to place manage this mixed community. UCL was registered as a housing provider in May 2009.

Today UCL provides place management in four different communities including Kensington, Fitzroy, Coburg, and the UNO apartments in Adelaide.

At the Kensington project, UCL has focused on three platforms of community building

> creating local jobs (cleaning services, maintenance services and café);

> promoting health and well-being (community safety, pathways to health, family connections, community gardens, social and cultural activities, lifelong learning opportunities); and

> strengthening community ties (community groups, schools, local service organisations).

Residents are employed as part of the UCL team in cleaning, gardening, maintenance, customer service, administration and community development.

Community events are developed with residents to connect neighbours. As an example, Fitzroy residents are keenly working with UCL on twilight family movie nights.

UCL combines tenancy, asset and owners’ corporation management with a community building strategy. This foundation enables it to collaborate and innovate within the agency, with residents and a host of partner organisations, and to provide a responsive, locally targeted service that understands local needs and takes up opportunities. This partnership approach connects community and instils community ownership.

We have tried a few things this

year and involvement is growing.

The movie nights can bring

together children and adults and

without the pressure of language

barriers. Our focus is for everyone

on each floor to get to know each

other. – Tenant.

I have a huge amount of pride

in where we live and what our

community represents. We have

residents from all walks of life. –

Tenant/UCL employee.


Port Phillip Housing Association

Since its inception in 1986, PPHA’s approach to housing management has centred on developing personal relationships with tenants and the local community. Management of housing is done from a local office adjoining the accommodation.

A key element of this local approach is being face-to-face and hands on with tenants, brokering support where needed, and investing in community building activities. This approach was identified as a critical part of successfully delivering on PPHA’s growth objectives – establishing itself in new locations and replicating the successful housing management model.

PPHA has identified the key elements of its place management as:

> Communication and consultation – building constructive and transparent relationships with the local communities in which it operates is a high priority. Membership and involvement in various community groups and attendance at local meetings becomes a conduit for information sharing.

> Community building – developing and delivering community development plans that align with the goals and objectives of the local community to invest resources in agreed activities. Residents have the opportunity to participate and nominate things that they identify as important to building their local community.

> Employment, education and training – social enterprise activities that train and employ tenants, such as a café (hospitality certificate) and maintenance of properties (cleaning, gardening, general maintenance).

> Tenant engagement and participation – encouraging residents to get involved in a way they feel comfortable. A wide range of engagement opportunities is provided including house meetings, cooking classes, BBQs, movie nights, social and special event gatherings, newsletters, surveys, committees and special project groups that tenants can participate in.

> Mixed tenure – In developing new projects consideration is given to how to increase the sense of inclusion for community housing tenants, and measures such as integration of housing tenures (social housing and private owners and tenants) and diversity of dwelling types. One, two and three bedroom apartments and townhouses are incorporated within new developments where possible.

> Diversity – mixing household types within buildings including people on very low incomes and low to moderate wage earners, as well as diversity of life stages such as older persons, younger singles and families all living in the one community.

PPHA’s Ashwood Chadstone Gateway Project is a working example of its place management model in action.


Private real estate and owners corporation management roles

Some agencies have recognised a potential niche for themselves in the real estate industry in management of private rental housing and owners corporations. They have identified these functions as consistent with their strengths and expertise, and as producing potential benefits such as linking property owners whose objective is a social as well as financial return on their investment with a real estate agency with similar objectives.

Agencies involved with multi-unit developments and management contracts for multi-unit precincts are often also involved with commonly owned assets for all owners of properties within that development or precinct such as lifts, parking areas, and gardens.

The Housing Registrar is focused on any risks which such ventures might involve, and has been taking advice from relevant parties to ensure it fully understands what is involved for agencies, where the risks might lie, and how these risks are most appropriately managed.


Commercial arrangements between registered housing agencies

Registered agencies are recognising opportunities and benefits in working closely with one another, and several formal arrangements have been put in place between agencies.

Pathways between short term housing and longer term housing

Agencies whose focus is on providing crisis or transitional housing have developed partnerships with agencies whose focus is longer term housing to facilitate a pathway for tenants into more permanent accommodation.

One such example is Barwon Youth which has established a Memorandum of Understanding (MOU) with Yarra Community Housing (YCH) around its Leaving Care program. The MOU enables Barwon Youth to hold ‘nomination rights’ to two units for two young people from the Leaving Care program to enter long term housing with YCH. The young people in those units are then supported by Leaving Care for one year, and if their tenancy has been successful at the end of the year, the young person can remain in the tenancy indefinitely.

Local management of housing

It is expensive for agencies with statewide or multi-regional housing portfolios to establish and staff local offices to ensure responsive tenancy and property management. As a result there are several arrangements in place for one registered housing agency to manage properties on behalf of another agency in their local areas of operation.

One example is 67 properties being managed in the north eastern suburbs of Melbourne by North East Housing Services for Haven; Home, Safe which is based in Bendigo.

Contracting of specialist resources

In July 2011 St Kilda Community Housing (SKCH) became responsible for maintenance of the properties it leases from the Director of Housing. It subsequently developed a social enterprise named T2M to deliver maintenance services for its own houses and offered its services to other registered agencies.

SKCH has always been willing to share its resources and expertise with other agencies, but the advent of T2M has enabled it to offer a broader range of assistance. T2M has also given it the opportunity to expand existing partnerships and work with other housing providers to enable them to also take on maintenance responsibilities previously performed by the Department of Human Services (DHS).

T2M aims to provide agencies with improved response times for their maintenance, thereby resulting in fewer days lost to vacated maintenance, as well as provide employment and training opportunities for social housing tenants.

It has recently been chosen to undertake the Social Traders Thrive Program under sponsorship of DHS. It believes participation in Thrive will assist it to further develop T2M as a business model which will in turn enable it to provide more employment for tenants.

Use of social media – Haven; Home, Safe

In 2012, Haven; Home, Safe adopted a suite of social media tools including Facebook, Twitter and YouTube to add value and supplement its strong presence on the web with monthly tenant and quarterly corporate e-newsletters.

In little under a year, the agency has boasted 1300 unique website visits weekly, 2000+ corporate and tenant e-newsletter subscribers, 478 Facebook friends, and 257 Twitter followers.

Through this engagement Haven; Home, Safe aims to improve its overall marketing, obtaining wider support or buy-in for its programs and projects, and enhancing its reputation and brand.

By engaging with a broad range of stakeholders, both internal and external, the agency also aims to demonstrate its social responsibility and commitment to its mission, build confidence, and create a more user-friendly, community targeted service.


Creating specialised staff training – Aboriginal Housing Victoria

In conjunction with Swinburne University and the broad agency community, Aboriginal Housing Victoria (AHV) developed a Certificate IV in Social Housing Course to build staff skills to better meet indigenous housing needs and uphold cultural standards. This course was designed specifically for housing officers working with the Aboriginal community and solely funded by AHV.

The course involved workshop and practice based modules. Projects, content assessments and activities were designed to be relevant for the participants’ workplaces in the social housing sector. Social housing and indigenous mentors added guidance and direction in all aspects of the learning process.

Skills and knowledge acquired will benefit both AHV and individual participants, alike. From increased levels of qualified staff, consistent work practices and ensuring legal commitments for the agency – to a nationally recognised qualification and increased job satisfaction for our staff.

Of 16 initial graduates, nine were AHV staff. The course extended over 18 months, from March 2012 culminating with graduation in October 2013.

Education award scheme for tenants – Common Equity Housing Ltd

Common Equity Housing Ltd provides the CEHL Education Award to assist housing co-operative members or their family household members such as their children with the costs of further education. It is a one-off payment to help with enrolment fees or purchasing equipment, tools, materials, or text books. The award fund is provided by rebates from CEHL’s trade alliances and generous donations from CEHL’s insurers and private lenders.

Over the past four years, 76 awards between $247 and $1 000 have been granted, for a range of vocational, TAFE and university courses in a wide range of subjects. For example, Graham’s daughter received the award to cover the cost of her lengthy commute to university and some of the expensive text books she needed. She has qualified as a nurse and is now studying psychology.

Aaron was in the second year of his plasterers’ apprenticeship when his parents lost their garage in a fire. No one was hurt, but Aaron’s tools were destroyed along with two cars, and the family’s contents insurance was not sufficient to cover all the losses. When his parents heard about the award, they encouraged him to apply to replace his tools. He passed the criteria, and a CEHL representative met him at his local hardware store and helped him to replace everything he had lost.

‘I would not have been able to replace them on an apprentice wage,’ Aaron said.

Meanwhile Ro, a mature age housing co-operative member was working in health education and care work and wished to return to formal study, an option which she could not have considered without the security of her affordable rent. The Education Award purchased a desk for her so that Ro had a dedicated and practical study space.

‘CEHL’s education fund has provided me with a desk, which is greatly appreciated. Like many others I live from fortnight to fortnight, and it can be too hard to find money for the more expensive extras. This year I’ll need to be writing a lot of words, and it’s important to have a desk of a comfortable height, and a spot you want to turn up to!’

Ro with her desk purchased with the CEHL

Education Award


More than just housing – Common Equity Housing Limited

Common Equity Housing Ltd (CEHL) is a unique registered housing association made up of 114 co-operatives which are its only shareholders. CEHL as a company of co-operatives is part of a long tradition of co-operatives pooling resources to provide the services, skills, advocacy and economic benefit which individual co-operatives are not able to achieve on their own.

Through their elected board members, representative board subcommittees, regional forums and working parties, co-operative members have a direct input into the running of the company. CEHL’s operational success and positive compliance as a registered agency depends on the effectiveness of the numerous co-operative members who have responsibility for running their own co-operatives and providing CEHL with adequate data.

The by-line of CEHL’s logo is “More than just housing”.

So what does this actually mean for co-operative member/tenants? Each co-op member is legally required to actively participate in the running of their co-operative. Without any paid staff, the responsibilities of running the co-operative, managing finances and the maintenance of their properties rests entirely with the members. Support and advice from CEHL staff is always available, and formal training is provided upon request. Most importantly, members gain a wide range of knowledge and skills through the practical experience of running their own co-operative businesses. New members are mentored by those already active.

The confidence and skills gained through membership of co-operatives provides a platform for more successful lives. Housing co-operative member, Robyn said ‘There is always someone to lend a hand or to ask to have a look. All I have to do is ask another member, “How do I go about this?” I used to be quite shy but now I am quite confident and give my views of what I think.’

Another co-operative member, Sarah, reflected: ‘Never ever in my lifetime would I have thought I would ever know how to do all this stuff.’

CEHL’s retiring Managing Director John McInerney explains: ‘Referring to “clients” rather than tenants or members, implies that people need to be managed to overcome their disadvantage, rather than citizens entitled to affordable and secure rental accommodation. This welfare approach fails to recognise that the majority of low income people are willing to contribute, and that the confidence, skills and self-esteem that members develop operating their own housing organisations in co-operation with other members, contributes to their abilities to achieve successes in other facets of their lives.’


housing

37

spotlighting individual projectsRegistered housing agencies, particularly housing associations, have been involved in a range of developments to create new affordable housing this year. A sample of these developments are outlined below.

Ashwood Chadstone Gateway Project – Port Phillip Housing Association

In 2009, Port Phillip Housing Association (PPHA) was the successful tenderer for the Ashwood Chadstone Gateway Project (ACGP) by the Victorian Government. The ACGP involved redevelopment of six vacant sites to deliver 210 community homes and 72 private homes. The project was jointly funded by PPHA and the Victorian Government and has been the largest redevelopment of a public housing estate ever undertaken by the not-for-profit housing sector in Victoria. By leveraging the assets and including profits from the sale of private housing as well as National Rental Affordability Scheme (NRAS) incentives, PPHA was able to deliver additional community housing stock as part of the project.

The largest site in Power Avenue and Elliot Street, Ashwood, completed in stages in 2012-13, is now home for more than 400 residents across four apartment buildings. The other sites in Jingella Avenue, Yunki Court, Euroka Street and Winbirra Avenue, completed during 2011, are now home to more than 160 residents.

PPHA has built high quality homes, where there is no visible difference between private and community housing. Homes are spacious (average size of a one bedroom apartment is 61sqm while a two bedroom apartment is 87sqm) with large private open spaces providing a functional and efficient living environment for residents.

A mixed community approach was seen as a key requirement in order to integrate tenures avoiding income, social, and educational divides between residents, and to provide opportunities and context for different residents to interact. PPHA planned for and has achieved a mix of household types including differing income, age and family structures to contribute to a sustainable community outcome.

PPHA has implemented a local approach to housing management, managing the community housing from a permanent office within the new development, with on-site tenancy management workers, facilities management workers and a skilled community development manager.

A community engagement program was developed with input from the local community aiming to address issues that the broader community, new residents, public and private tenants identify as the most important to their community.

Throughout the construction phase, PPHA established itself as an active and trusted participant in the community, and a partner to the many existing community organisations in the area. A social enterprise providing education, training and jobs for young people has been established in a dedicated space on site.

The completed ACGP has rejuvenated the physical environment and housing, improved urban amenity and increased the social mix of the resident population.

38 housing

Gipps Street Abbotsford – Common Equity Housing Limited

During the year, Common Equity Housing Limited (CEHL) completed and opened an exciting new mixed social and private housing development in Gipps Street Abbotsford.

Opened by the Hon Wendy Lovell Victorian Minister for Housing on 6 May 2013, this project delivered quality social housing within an inner city location close to transport, shopping, leisure, employment and educational opportunities and institutional infrastructure.

It included a mixture of 25 social housing units (managed by housing co-operatives) and 34 private dwellings (six of which have been purchased to be operated as disability housing) to ensure financial viability and encourage community integration through a mixed tenure arrangement.

Constructed on the site of an existing boot factory, the development retained the heritage facade of the existing building. Funding was provided through CEHL, the Victorian Government, and NRAS incentives for the 25 social housing units.

This development has subsequently received the award for Best Affordable Development at the 2013 Urban Development Institute of Australia (UDIA) Victorian Awards for Excellence in December.

39housing

Corbie Street, Bentleigh – Women’s Housing Limited – how one social housing development won acceptance in a local community

The project to redevelop a car park close to the Nepean Highway in Bentleigh created much community interest and debate when Women’s Housing Ltd proposed using the site for a 49-apartment social housing development.

The housing was planned for women fleeing domestic violence or at risk of becoming homeless, and the project was being fast-tracked by the 2009 State Government under federal economic stimulus funding, as part of the $6 billion Social Housing Initiative.

To meet very tight timelines, projects were not required to undertake the usual local government planning process. However, the significant community debate about the Corbie Street proposal meant that local consultation was considered too important to not proceed.

Almost 200 people attended a public meeting in October 2009 to discuss the proposed development, and fears were aired about the targeted tenant group as well as possible impacts on property prices, and car parking availability although 30 spaces were allocated within the site. An appeal to VCAT followed but the project was approved in April 2011, and subsequently completed by July 2012.

The outcome was a six-star rated building comprising 49 one and two-bedroom apartments, with solar hot water and a 50,000-litre water tank for flushing toilets. The surrounding area was enhanced by trees and landscaping which also helped to block traffic noise.

The development was jointly opened by Minister for Housing, the Hon. Wendy Lovell and Federal Member for Hotham Simon Crean. The new building was fully tenanted almost immediately. The emphasis on providing accommodation for women-headed households saw the majority of women referred from the public housing waitlist.

It is now home to a mix of young single mothers, older couples and elderly single women, all of whom are provided with long-term tenure at a discounted market rent (based upon eligibility criteria).

Tenant turnover has been minimal, with residents enjoying their new homes and the convenience of being close to transport, schools, medical facilities, shops and cafes. Some have even found employment locally.

It has been a remarkable transformation of the site and appears to have gained acceptance from much of the community that once questioned its construction.

40 housing

Upgrading of Elsternwick rooming house – Prahran/Malvern Community Housing

Glen Huntly Road Elsternwick has been the site of a community rooming house since 1992 with Prahran/Malvern Community Housing (PMCH) managing it since October 1997.

The rooming house was last refurbished in 1998. At that time, an additional lounge area and kitchen were added, all kitchens were upgraded, and rooms and common areas were re-carpeted and repainted. The property consisted of 24 single rooms, many of them tiny and undersize by today’s standards, three kitchens, multiple bathrooms and toilets, and vast common areas.

By the time the 2012-13 upgrade was approved, the condition of the house had deteriorated and there were social problems created by poor security of the premises. All in all, management of the property required disproportionate resources compared with other properties of similar size, and the low amenity and poor security made it difficult for residents to gain a sense of home.

There were considerable logistics involved to prepare the property for the works including re-locating existing tenants. The entire refurbishment took 14 months to complete with the upgraded property re-opening on 30 May 2013 and officially opened by the Hon. Wendy Lovell on 6 August 2013.

The rooming house now comprised of 19 larger and fully self-contained units; with all previous common area space incorporated into the units. The design also included state-of-the-art security, modern environmental features, and energy efficient lighting. The environmental features provide additional comfort for residents and have greatly reduced property overheads.

Nine of the previous residents moved back. The remainder had settled at other properties and elected not to relocate. Those who returned said it was like coming home.

41housing

Youth Foyer – Hanover Welfare Services

Lack of education and employment are two of the most significant factors that lead to housing instability. Hanover Welfare Services, in partnership with the Brotherhood of St Laurence (BSL), and Holmesglen Institute of TAFE has pioneered the introduction of an inspiring model for addressing youth homelessness.

In May 2013, after eight years of advocacy and planning, the first Youth Foyer was opened in Australia, based on the successful UK model. Rather than seeing young people in terms of their problems, Youth Foyers adopt an “advantaged thinking” approach for students who want to study but are unable to live at home.

Youth Foyers provide people aged 16-24 years old with studio-style accommodation supervised by trained staff 24 hours a day, 7 days a week, as well as other key services such as life skills development, mental and physical health support, drug and alcohol support, mentoring and employment assistance.

By the end of 2013 the Foyer based in Glen Waverley, is expected to be at full capacity with around 40 students studying and living at the facility.

42 housing

Brimbank Gardens Lennon Parkway, Derrimut – Community Housing (Victoria) Limited

During 2012-13, Community Housing (Victoria) Limited (CHVL) completed the construction of 60 units in Derrimut within Brimbank City Council. The development is described as one of the most successful medium density developments in an outer suburb of Melbourne and has been very well received by the community. It is home to a culturally and economically diverse group of people.

Brimbank Gardens includes 18 single storey two bedroom houses, 2 x two bedroom townhouses and 40 x one bedroom apartments in two- storey “four-pack” configurations. Its design layout includes an internal court which is pedestrian friendly and a provides parking spaces for the one bedroom apartments.

The single bedroom units configured as apartment blocks have views into the local area, with secure lobbies providing a successful mix of community and privacy for tenants. Landscaped areas off the court provide additional scope for residents to meet.

43housing

Housing people with disabilities in Whittlesea – Active Community Housing

Active Community Housing Ltd (Active) is undertaking a construction project in Whittlesea through the Supported Accommodation Innovation Fund to house five young people with disabilities. The first sod was turned in May 2013 and Active and its community partner Life Without Barriers expect to be helping people to move into their new homes in February 2014.

This exciting project will provide a brand new home for people with complex support needs. There are three one-bedroom units, one two-bedroom unit and a fifth unit will be for overnight staff accommodation, meals,

retreat and an office. All units will be under the one roof, with secure front entry and access to private outdoor courtyard areas and a communal BBQ area.

Active provides accommodation to people with disabilities across Victoria and its next project has already commenced in Bendigo. Life Without Barriers is a national community organisation which will provide 24 hour staff support to the site. The Commonwealth Government has provided $1.1 million capital funding and the Victorian Government more than $3 million for service delivery.

44 housing

45housing

tenants

47

profile of tenancies and tenants

The Housing Registrar uses data from its annual Key Performance Measures (KPM) collection and the National Affordable Housing Agreement (NAHA) community housing survey data to develop a picture of tenancies in registered housing agencies. The data also enables us to understand how the sector has changed from the preceding year.

Key observations include:

> 1 036 more tenancies in long term housing than at the end of last year;

> 3 407 new tenancies in long term housing during the year;

> 17 286 tenancies in community housing (combining long term and transitional) at year end; and

> most common household profile was a single person, aged 25-59 years, with a pension/benefit as main source of income.

Long term housing (including rooming house)


Housing providers

Total sector

Tenancies as at 1 July 2012 8 517 4 412 12 929

Exits 1 385 932 2 317

Vacancies 2 417 1 540 3 957

Per cent of tenancies maintained over entire 12 months (excluding rooming house)

89 90 89

Per cent of tenancies maintained over entire 12 months (for rooming house)

79 75 77

New tenancies (excluding transfers) 2 215 1 192 3 407

Tenancies as at 30 June 2013 9 231 4 734 13 965

Transitional housing


Housing providers

Total sector

Tenancies as at 1 July 2012 1 158 2 207 3 365

Exits 970 2 229 3 199

Vacancies 1 270 2 548 3 818

New tenancies* 986 2 169 3 155

Tenancies as at 30 June 2013 1 174 2 147 3 321

These figures were reported by registered agencies in the 2012-13 KPM data collection (figures were reviewed, and updated as necessary, during this reporting period).

*This data is no longer reported by agencies and has been arrived at from calculations of the data supplied by agencies.

48 tenants

Gender of occupants – long term housing

Age ranges of occupants – long term housing

Household composition – long term housing

Main source of household income – long term housing

Male 47.1%Female 52.9%

Single 55.5% Sole parent with children less than 16 years 12.7%Couple 6.1%Couple with children less than 16 years 4.8%Family with relatives 5.5%Family with unrelated members 0.1%Group of unrelated adults 0.5%Unknown 14.8%

Pension/benefit 75.2%Wages 14.3%Others 3.2%Unknown 7.3%

0-5 years 7.4%6-17 years 15.4%18-24 years 8.6%25-59 years 47.7%60-75 years 10.9%>75 years 3.6%Unknown 6.4%

49tenants

what people say

The following vignettes and quotes provide an introduction to the range of people supported by social housing in Victoria. They have been sourced from registered housing agencies.

Aunty Fay Carter – Aboriginal Housing Victoria (AHV)

‘I moved into my AHV home after my retirement six years ago. At that time I was living with my daughter when I found out about the opportunity to get accommodation through AHV. They rang me to come out and take a look at my unit – I was really happy about that. And for me, as an aged person, it’s given me back my independence. I think having that and your own space is very important – and I’ve still got lots of family around that I can draw on.’

Matthew’s Story – North East Housing Services (NEHS)

‘Getting back to work was better than rehab for me… ‘

For Matthew, getting back to work was a priority. After a stroke had laid him low, he’d spent a long time out of the workforce while he focused on his rehabilitation and gaining his strength back.

‘To be honest, I was bored at home and I found myself napping all the time. I knew I needed to keep myself active. I didn’t want to get too used to not working.’

But first he needed someone who was prepared to give him a chance, and to take account of his physical limitations at the time.

Matthew was initially referred to NEHS’s social employment arm HIVE through the Northstar employment service, a group that has referred a number of other employees too. Matthew began working as a casual worker with HIVE in early May 2011, doing one or two days per week.

50 tenants

HIVE provides a range of property maintenance services including lawn mowing, cleaning, minor repairs, and furniture removals to all NEHS properties.

‘At the start, it was a bit of a stretch,’ Matthew admits. His balance and speech had been affected by the stroke and his endurance wasn’t great. ‘I’d often mowed lawns before the stroke and that was okay, but other activities like using the whipper-snipper and keeping a straight line were difficult for me.’

Matthew is a firm believer in the power of the brain to retrain itself and says that the repetitive physical work was definitely beneficial – “better than rehab!”

It also took some time to adjust to the challenges of being part of a team again. Steve Paton, the HIVE team leader, said Matthew progressed and developed into a reliable worker. ‘His confidence and skill set has improved to the extent that he was recently offered and accepted full-time work outside of North East Housing.’

Larry’s Story – Rural Housing Network Limited (RHNL)

When Larry first came to the attention of Rural Housing Network (RHNL) staff in October 2012 he was living in a caravan on his property in Kinglake recovering from the aftermath of the bushfires which had ravaged this area. The caravan had extensive extensions but no permit for the structure. Larry was very concerned he would be told to leave his property and had been avoiding contacting any agencies for support or guidance.

Once Larry began working with RHNL it was discovered that he would be unable to obtain occupancy on the caravan and extensions and he would need to look for something else to be his permanent home.

Larry was insured at the time of the fires. He used his insurance funds to pay off his mortgage but this left him with limited options to move forward. In addition to Larry’s financial limitations, he was also preparing for open heart surgery in February 2013.

With tight time frames and limited financial options, Larry worked closely with RHNL staff to engage Snowgum Homes to build a transportable home. Much of the logistics work was undertaken by RHNL staff and Snowgum Homes, as Larry was unwell and unable to travel due to spending periods of time in hospital.

Snowgum Homes and RHNL worked tirelessly to obtain the relevant permits and to ensure that the new dwelling met all bushfire requirements. His new home was delivered in July 2013.

51tenants

stakeholders

53

An educational perspective – Swinburne University of Technology

Swinburne University has been offering Australia’s only postgraduate housing courses for almost 20 years.

The Graduate Certificate in Social Science (Housing Management and Policy) is a postgraduate professional qualification which provides knowledge and skills in research, policy development and systems of housing management.

This course is designed for people working in the public and community housing and homelessness sectors and other related industries. It is delivered off campus using blended learning techniques and usually consists of two years of part-time study. Admission to the course requires five years’ relevant work experience or the completion of a relevant undergraduate degree.

The graduate certificate is part of a nested suite of courses that includes the Graduate Diploma of Social Science (Housing Management and Policy), which takes an additional two years of part-time study.

For more information contact the course convenor on (03) 9214 5637, or refer to the website at http://www.future.swinburne.edu.au/courses/Graduate-Certificate-of-Social-Science-(Housing-Management-and-Policy)-N079/local

Having completed the Graduate Diploma in 2013, I found the coursework and

study provided me the means of expanding my knowledge and lateral thinking

around housing practises and systems, and gain a better understanding of the

challenges confronting social housing organisations. It was a refreshing chance

to break the daily work routine and think about the wider community and social

housing framework, and be inspired by practical examples of housing initiatives

interstate and internationally. Studying the Diploma has helped me be in a

better position to assist CEHL and the co-operative housing program in Victoria.

Alex Naughton-Smith, Common Equity Housing Limited.

54 stakeholders

A professional body perspective – Australasian Housing Institute

The Australasian Housing Institute (AHI) is a professional body for people working in social housing or related sectors across Australia and New Zealand. It was founded in 2001 and currently has a membership of about 800 people.

The AHI provides opportunities for professional development including business networking breakfasts, professional practice seminars, and workshops. It also sponsors an online network to enable social housing industry professionals to share information and discuss issues of common interest.

A quarterly HousingWORKS journal is distributed to all AHI members, subscribed readers and select agencies and organisations. It is a practice focused publication showcasing the work and interests of people involved in housing across Australia and New Zealand. It includes articles on service delivery, policy and research, as well as opinion and comment.

Since 2004, the AHI has run an awards program, culminating in a gala dinner and presentation ceremony, recognising the contributions and achievements of people across the many disciplines involved in housing. The 2013 presentation dinner was held during the National Housing Conference in Adelaide in October 2013.

The AHI has a national board with states and territories represented. Each of the states and territories has its own branch committee to facilitate local events and activities.

The AHI is unique in bringing

together housing professionals

at all levels – from tenancy

officers to housing researchers,

senior managers and directors

– from both the public and non-

government sectors. Our new

branch committee is working on

an exciting program of networking

events for AHI members for the

coming year.

Victorian branch president,

Chris Chaplin.

55stakeholders

the future

57

Working with the National Regulatory System for Community Housing (NRSCH)

As other states and territories adopt the NRSCH, Victoria’s position will need to be clarified. The impact on our well-established regulatory framework will have to be assessed and changes made if necessary. The Housing Registrar will also need to work with registered agencies and ensure they are consulted and kept informed of the degree and extent of any changes made.

Improving regulation

With the delivery of most of the Better Regulation.. Less Burden outputs we will see regulation become much more risk focused with less engagement with smaller and well run agencies where risk is lower. A greater emphasis on business regulation will allow the Housing Registrar to focus more on the challenges faced by the sector. Horizon scanning will better equip regulators to be aware of new and emerging risks the sector faces.

REGIS

Our online business system REGIS will soon be approaching its seventh birthday. While it has served us well we need to make sure it continues to do so and is still fit for purpose.

58 the future

Sector opportunities

We are also looking forward to hearing more about the Victorian Social Housing Framework and the opportunities it may create for the community housing sector. As can be seen in this report, registered housing agencies do a very good job and it is to be hoped they can do much more in the coming years.

59the future

with thanks

61

Special thanks to the following organisations that contributed to the report

Aboriginal Housing Victoria Ltd

Active Community Housing Ltd

BAYSA Ltd (trading as Barwon Youth)

Common Equity Housing Ltd

Community Housing (Vic) Ltd

Hanover Welfare Services


Loddon Mallee Housing Services Ltd (trading as Haven; Home, Safe)

North East Housing Services Ltd

Port Phillip Housing Association Ltd

Prahran/Malvern Community Housing Inc

Rural Housing Network Ltd

Servants Community Housing

South Port Community Housing Group Inc

St Kilda Community Housing Ltd


Women’s Housing Ltd

Yarra Community Housing Ltd

Swinburne University of Technology

Australasian Housing Institute

Acknowledgement to partners

Actual Size

Community Housing Federation of Victoria (CHFV)

Dialog Information Technology

Eye Media

And most importantly thank you to Aunty Fay, Matthew and Larry for allowing us to highlight their stories in our report this year.

62 with thanks

63with thanks

Department of Treasury and Finance 1 Treasury Place Melbourne Victoria 3002 Australia Telephone: +61 3 9651 5111 Facsimile: +61 3 9651 5298 www.dtf.vic.gov.au

Authorised by the Victorian Government 1 Treasury Place, Melbourne, 3002


9/124 Exhibition Street, Melbourne Vic 3000 Printed on recycled paper.© State of Victoria 2014



ISSN 2200-3312 Published April 2014




64 with thanks

Department of Treasury and Finance1 Treasury PlaceMelbourne Victoria 3002AustraliaTelephone: +61 3 9651 5111Facsimile: +61 3 9651 5298www.dtf.vic.gov.au

Authorised by the Victorian Government1 Treasury Place, Melbourne, 3002


9/124 Exhibition Street, Melbourne Vic 3000Printed on recycled paper.© State of Victoria 2014



ISSN 2200-3312Published April 2014




contentsThe Housing Registrar

Our mission 1

Our vision 1

Four key objectives 1

Message from the Registrar 2

The year in review 3

Our projects 6

Complaints management 8

Our team 10

The registered sector

The registered sector as at 30 June 2013 14

Spotlight on a newly registered agency 15

Milestones for registered agencies 16

Snapshot of the sector 21

Financial data 24

Summary fi nancial statements 26

Innovation in the sector 29

Housing

Spotlighting individual projects 38

Tenants

Profi le of tenancies and tenants 48

What tenants say 50

Stakeholders 53

The future 57

With thanks 61

housingregistrarreport2012–2013

housing registrar report 2012–2013

housing registrar report 2012-13 · pdf filehousing registrar report 2012–2013 housing...

Documents