sustainable solutions for social housing€¦ · social housing designers to deliver contemporary...

SUSTAINABLE SOLUTIONS FOR SOCIAL HOUSINGSolutions that enhance communities and develop positive tenant outcomes

A Ferrovial company

Broadspectrum partners with governments and private clients to deliver strategically planned and managed housing portfolios under a model that reinvests in communities.

SOCIAL HOUSING BECOMES A SOCIAL ASSET

Our track record and results demonstrate our ability to deliver value in asset management, community development and to engage effectively with housing tenants who may have complex needs.

Key statistics from Broadspectrum’s housing contracts include:

• High local subcontractor engagement, with 70% of our subcontractors being local to the project on which they are engaged

• High local employment rate, with 88% of our employees living locally to where they work

• Indigenous employment of 4.8%, which is well above the national average and achievement of key targets in our Reconciliation Action Plan

• Consistent tenant satisfaction ratings of 95% and above

• Robust capacity building, as we share tools, data and resources to build local capacity, capability and implemented a robust program of job skilling and apprenticeships.

Broadspectrum has served Australian governments and private housing industry clients for more than 60 years, optimising whole-of-life value across diverse portfolios and assets while building capacity and contributing to community development.

Our end-to-end solution includes analytics, planning, construction, asset management, maintenance and upgrades. We leverage a personal approach, adept management and smart technologies to optimise portfolio performance to improve the bottom line.

With a nationwide team of 11,000 employees and partnerships with proven local and national subcontractors, we provide:

• Capacity-building and return on investment to the community through an extensive program of job skilling, local employment and procurement and social and Indigenous engagement

• Capability and resources to plan, design, construct, manage, maintain and upgrade assets throughout usable life and to disposal

• Tools for right-sizing housing portfolios, including data collection and analytics and strategic planning and management

• Systems and technologies that empower tenants in their interactions with our team and in the maintenance of their homes

• 24/7/365 National Contact Centre that owns tenant problems and follows through to successful conclusion

• Transparent asset information and intuitive portfolio management interfaces for our clients.

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OUR OFFERINGS

Planning

Broadspectrum works with clients to assess housing needs and effectively plan the portfolio. To support this activity, our clients can access our in-house analytics team, which develops and uses industry-leading tools to provide diagnostic, predictive and prescriptive data sets.

Armed with this data, we accurately forecast housing demand and portfolio performance, including modelling the impacts of industry and legislative changes. Our capability yields reliable advice to optimise portfolio investment, management and ultimate performance.

Design

We partner with leading Australian and international social housing designers to deliver contemporary housing designs that maximise asset lifespan and lower costs. Our approach:

• Balances infrastructure risks and costs

• Maximises asset performance, potential value and lifecycle

• Considers community needs to provide fit-for-purpose assets.

We are particularly focused on incorporating energy efficiency and intelligent design features to manage energy needs more sustainably and reduce energy consumption and costs.

Maintenance and upgrades

We manage more than 250,000 public and private housing assets across Australia and New Zealand. We have full responsibility for the lifecycle management of properties in metropolitan, country and remote locations.

Broadspectrum employees more than 2,000 employees and subcontractors to provide property maintenance services to more than 130,000 tenants.

The specialist services we provide, typically under a single agreement for end-to-end services, deliver efficiencies and reduce administration costs and risks. All of this helps increase the availability, reliability and long-term value of client assets.

Our maintenance services are comprehensive, including property and asset maintenance, repairs, alterations and upgrades.

Construction Broadspectrum has the national footprint, capability and resources to build housing at the accelerated scale and pace often required by our government and private industry clients.

With demand for high-end prefabricated buildings on the rise, we are leveraging our experience in modular and off-site construction to benefit our social housing clients. We deliver prefabricated housing, temporary employee camps and similar projects in urban and remote areas – including Indigenous cultural heritage areas.

Our teams adopt a range of alternative construction approaches that are suitable to the local area and provide opportunities to build capacity by engaging the local community in delivery and construction.

130,000Tenants

broadspectrum.com Broadspectrum 3


Portfolio and asset management

• Multi-disciplinary engineering

• Strategic, whole-of-life asset management

• Heritage works

• Critical asset identification and condition rating

• Asset baseline analysis and definition

• Inspection and testing, including remote inspections with drone technology

• Regulatory and other compliance audits

• Risk management

• Comprehensive property management services

• Mobile and centralised security, including use of CCTV and drone technology

• Utility support services

Upgrades and other capital works

• Major and minor capital works programs, including demolition

• Demolition-licensed operations

• Floor covering, sealing, polishing and carpet cleaning

• Installation, maintenance and inspection of preventative fire assets (alarms, sprinklers)

HOUSING SERVICES AT A GLANCE Our solutions include a full range of services, including but not limited to:

Planning and design

• Data collection, analysis and planning

• Strategic portfolio planning

• Sustainable property and housing design

• Project definition design

• Engineering design

• Cost estimating, resource allocation and financial evaluation

• Portfolio strategy

• Project execution planning

• Systematic planning and monitoring of costs of construction activities

Energy efficiency

• Energy use audits and analysis

• Custom energy efficiency solutions

• Design and installation of energy efficiency upgrades


Customer service and tenant engagement

Grounds and garden maintenance

• Grounds and lawn planning, repair and maintenance, including centralised tracking to maximise value

• Water usage optimisation

• Waste management

• Professional arborist services

• Hydrozoning

• Pest management

Asset maintenance

• Planned, reactive and emergency maintenance of all assets and building services – including but not limited to HVAC, mechanical, electrical and plumbing

• Vacation maintenance, restoration and turnaround service

• Commercial, residential and industrial cleaning, including post-fire, forensic and robotic cleaning as well as ozonation systems

• Floor covering, sealing, polishing and cleaning

• Mould remediation

• Laundry and linen inventory management

• Rubbish removal

• 24/7/365 personalised access to our dedicated tenant and maintenance help desk

• Tenant relationship management

• Work order management system configuration, including automation of work order management

• Development of mobile and other applications to streamline reports, repairs and procurement

• Complaints management and resolution

• Performance monitoring and continuous improvement to drive high quality service delivery


Our personal approach, tailored management tools and smart technologies have been sharpened by years of experience managing national property and asset portfolios for clients including the Australian Government and the Department of Defence.

A CLICK OR CALL AWAY – 24/7/365 SOLUTIONS

Our online portal provides clients with unlimited access to information regarding the management

and optimisation of their properties

Better safety and incident management

Our custom-built application, BEAMS, is Broadspectrum’s integrated platform for capturing and managing all types of safety and incident information and events including audits, health and safety interactions, legal and hazard registers, change management activities, complaints, feedback and much more. This tool enables us to more effectively and easily coordinate all safety and incident matters to achieve better safety outcomes.

Real-time visibility of asset performance, live data and reporting

Our web-based portal, Panorama gives clients 24/7/365 access to asset information. In an intuitive interface, clients can review the performance of assets, live data on work orders and a range of other management information. We also track and manage reporting, approvals and workorders within the system.

Optimised vacancy management and reporting

We are able to reduce vacancy periods by working to quick turnaround periods for inspection, assessment, work scoping and completion of remedial work on vacant properties. The first enabler of this is our knowledge and skill across standard specifications that achieve quality repair and fittings within each home. The second is our dedicated resource base of qualified employees and subcontractors who complete works within the allocated period. Our quality managers then ensure work is to the required standards. We often capture data and photographs at each step to closely track progress and confirm compliance to standards.

Effective and personal tenant engagement

Our clients and customers receive individual attention and rapid responses from our National Contact Centre (NCC), which takes ownership of tenant problems through to successful conclusion. The NCC is an Australian-based, 24/7/365 operation. It is delivered by more than 150 staff who are provided with industry-leading tools and resources to provide a superior customer experience. The team also receives training in mental health awareness and working effectively and sensitively with vulnerable populations.

The NCC’s achievements include:

Almost 250,000 work orders created and managed in six months

More than 250,000 inbound and 70,000 outbound calls in six months

An average of 5,000 to 6,000 emails per month

An average of 600 to 700 escalations per month (from Ministers’ offices, Members of Parliament, ombudsmen and other appointed officials)

Overall, the team maintains a 3 minute average call handling time. The NCC consistently achieves tenant satisfaction ratings above 95% while handling high call volumes

CoE ASSET MANAGEMENTOur Asset Management CoE provides a set of integrated consulting, design and asset management solutions. The aim is to balance infrastructure risks and costs, as well as maximise asset performance, potential value and lifecycle.

CoE ENERGY AND FACILITIES MANAGEMENTOur Energy and FM CoE focuses on energy management to enhance e�ciency for public and privatesector clients and facility management in its broadest sense.

CoE Asset Management

CoE Cities

CoE Energy and FM

CoE Environment

CoE Resources

Australia and New Zealand

United Kingdom Spain International

Development of new capabilities and innovative solutions

Best practice sharing

Technical support

Promotion of experts

Centres of Excellence (CoE)

The Centres of Excellence harness the collective expertise of Ferrovial’s global businesses, offering clients leading edge technical capabilities and distinctive solutions.


SOCIAL AND COMMUNITY INVESTMENT

CareerTrackers’ engineering intern Dominic Ceolin and Broadspectrum’s General Manager, Business and Community Investment, Neil Birtchnell.


We reinvest in communities through engagement initiatives including sponsoring local not-for-profit programs, by providing

training and apprenticeship opportunities and employing local people and subcontractors. Together, we deliver essential

services shaping our communities.

Broadspectrum meets the needs of tenants and uplifts communities with a two-faceted approach of innovative tenant engagement and social investment.

Engagement with tenants

Broadspectrum staff who engage with tenants are provided with social awareness and mental health training alongside their technical skills training. This enhances the effectiveness of our service and improves the tenant experience. We also implement a range of programs that empower tenants to partner with us in the management of their housing. For example:

• Tenants can order and schedule their own repairs through our online system

• We incentivise tenants to perform minor repairs and train them to do so correctly and safely

• Our Pathways program is an employment, training and development program for clients living in social housing.

Social investment

Our commitment to social and local investment is core to our business. Typical initiatives include training and apprenticeship programs, employing local people and subcontractors and sponsoring local not-for-profit programs. We also explore opportunities to tailor specific programs to industry sectors or contracts.

In our housing contracts, we have launched an initiative that increases the participation of Indigenous Australians in the design and implementation of social housing. This program gains the cooperation and collaboration of Indigenous people in implementing suitable housing and social initiatives appropriate to the local area. It also empowers individuals to embrace responsibility for their development by applying their skills, knowledge and experience to community initiatives.

Nationally, 88% of our employees live locally to where they work. On our housing contracts 70% of the subcontractors employed live locally. Globally, 82% of our subcontractor and supply spend is local to the contract.

Our community engagement commitment is supported by our commitment to Indigenous engagement and reconciliation, which is reflected in our achievement as one of just 22 Australian organisations to achieve ‘Elevate’ RAP status. ‘Elevate’ status is bestowed on companies demonstrating a leadership position to advance national reconciliation.

Our targeted Indigenous employment program and 10-year commitment to support 10 Indigenous students through the CareerTrackers’ internship

program are just two examples of our continuing commitments in this area.

Our goal is to increase our current Indigenous employment figure from 4.8% to 6.5% by 2021.

The Pop-Up Tradie Shops program was designed in collaboration with NSW Land and Housing

Corporation and NSW Family and Community Services, to deliver a rapid response to tenant requests for minor repairs within the scopes

of planned and responsive maintenance, helping us to build

trust with local communities.

Portfolio of

Workforce of

Employees and subcontractors

68,000+Properties across metropolitan New South Wales

2,500+

Throughout our 15-year partnership with NSW Land and Housing corporation, we have:

• Managed 68,000 rural and suburban residences

• Resolved more than 250,000 asset management and maintenance work orders annually

• Handled 40,000 calls per month at our call centre

• Directed more than $20 million of maintenance spend through not-for-profit organisations that provide employment and training opportunities for tenants and disadvantaged people

• Employed subcontractors local to the contract and from within New South Wales’ Indigenous communities.

We interface directly with tenants and work closely with tenant participation groups to share information, align efforts and provide mutual support to benefit overall outcomes.

CLIENT NSW LAND AND HOUSING CORPORATION

CONTRACT SNAPSHOT: NSW LAND AND

HOUSING CORPORATION

Pop-Up Tradie Shops

Key achievements include:

• Providing maintenance to more than 130 tenants annually

• Achieving a very high availability of housing stock

• Sustaining a low non-conformance rate of under 1%

• Delivering a vacancy turnaround time 24 hours faster than the six days stipulated in our KPI

• Securing a consistent tenant satisfaction rating of 90%.


SAFETY FIRST, EVERY TIME

At Broadspectrum, all employees hold themselves accountable for protecting the health and safety of people and communities and minimising negative impacts on the environment.


Whatever the task at hand, it’s the safety of our people and environment that matter most. We apply proven safety management plans and practices because no task is so important that risk of injury to people or damage to the environment is justified.

We also prioritise continuous improvement in safety performance and foster active cultural changes where we see opportunities to improve.

Our current Safe for Life cultural change campaign is strenthening our safety performance by inspiring new ways for our people to demonstrate the following behaviours:

• Visible, felt leadership

• Effective communication

• Risk competency and control

• Organisational and personal resilience.

Our objective is zero harm. We believe that all

incidents can be prevented and are committed to

achieving this goal through our health, safety and

environment framework and our safety campaigns.

Broadspectrum delivers essential infrastructure, operational and asset management and optimisation services that support thriving communities and economic and social development in Australia and New Zealand.

ABOUT BROADSPECTRUM

As a subsidiary of one of the world’s largest infrastructure operators and municipal services companies, Ferrovial, we are part of a network of 96,000 employees across 20 countries, known for global industry leadership enabled by diversity of thought, social accountability and innovation.

Our community-centred, future-focused solutions have established international benchmarks for public and private infrastructure in the transport, resources, utilities, social infrastructure and defence sectors.

Our global workforce allows our clients to access a comprehensive catalogue of construction, facilities maintenance, asset management, operations and upgrade services and expertise across the lifecycle of assets and facilities.

We embrace our 60-year heritage of providing construction and maintenance to some of the most iconic nation-building projects, including the Sydney Harbour Tunnel, the ANZAC Class Frigates and New Zealand’s national electricity grid provider, Transpower.

Industry benefits from our ability to leverage global knowledge, capability, innovation and delivery from our five Centres of Excellence, our research and development relationships with more than 30 prestigious universities and experience from long-term contracts with some of the world’s most complex assets and facilities – such as the London Underground and Heathrow Airport.

With annual revenue of $19 billion, the Ferrovial group delivers sustainable solutions in its fields of services, toll roads, construction and airports.


sustainable solutions for social housing€¦ · social housing designers to deliver contemporary...

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