Sector performance 2009-10 Victorian registered housing agencies

Published by the Victorian Government Department of Treasury and Finance 1 Treasury Place Melbourne Victoria 3002

Authorised by the Victorian Government 1 Treasury Place Melbourne Victoria 3002

Printed by Impact Digital

copy Copyright State of Victoria 2011

This publication is copyright No part may be reproduced by any process except in accordance with the provisions of the Copyright Act 1968

Published June 2011 Printed on Saxton an Australian made paper manufactured in an ISO 14001 EMS accredited facility Saxton is made carbon neutral with FSC Certified and Elemental Chlorine Free (ECF) pulps

2

Contents

Introduction 4 Operating environment 5

Commonwealth housing initiatives 5 State housing initiatives 5

The registered sector 5

2009-10 Highlights 6 Sector growth 6 Assets 6 Grant Funding 6 Operating revenue 7 Capital Expenditure 7 Households assisted 7

Sector Profile 8 Housing stock 8 Tenants 9 Vacancy rates 9 Staffing 10 Board members 10

Sector performance 11 WEllGOVErnEd 12 Governance of the agency 12

Regular board meetings 12 Board member participation 13

WEll MAnAGEd 14 Management of the agency 14

Staff turnover 14 Tenancy management 15

Turnaround time 15 Void loss 16 Current tenant rent arrears 18 Tenants owing more than eight weeks rent 19 Arrears written off as bad debt 20 Evictions 21 Tenancies maintained 22 Complaints management 23 Tenant satisfaction with housing services 25 Tenant satisfaction ndash views 26

Housing management and maintenance 26 Urgent repairs 26 Non-urgent repairs 28 Tenant satisfaction with maintenance 29

FInAnCIAllY VIABlE 30 Operating performance 30

Operating revenue and costs 30 Return on average assets 31 Operating cash flow 31

liquidity 31 Capital structure 32

Total assets 32 Interest bearing debt 33 Interest cover 34 Loan to valuation ratio (LVR) 34 Capital expenditure 34

Outlook 35

Appendix 1 36 Key performance measures ndash definitions 36

Introduction

Our 2009-10 Sector performance report marks the second year of publication of this report

The report provides

gt an overview of the highlights within the sector during the financial year

gt a profile of the registered housing sector as at 30 June 2010 and

gt a summary of performance of registered agencies against key performance measures

4

Operating environment 2009-10 has seen further significant growth in affordable rental housing as major investment programs commenced in earlier financial years by State and Commonwealth governments continued to be rolled out These programs featured an emphasis on the non-government sector playing a key role in delivery

Commonwealth housing initiatives

Significant Commonwealth initiatives included

gt National Partnership Agreement on Social Housing (NPSH) supporting the National Affordable Housing Agreement (NAHA) - an allocation to Victoria of $99 152 000 was equally divided across the 2008-09 and 2009-10 financial years 554 new dwellings were approved in total under the allocation 318 dwellings of this total (representing $63 million of the total $99 million) were to be delivered by the community housing sector

gt Nation Building and Jobs (NBJ) program (an economic stimulus package) - an allocation to social housing in Victoria of $1167 Billion has been made with an expected total of 4 500 units to be delivered by 30 June 2012 Registered housing agencies are expected to deliver nearly 2 500 of these units

gt NBJ provided a further $992 million for repairs and maintenance of existing social housing units in Victoria with $761 million of the allocation expended in this financial year and over 9 100 existing homes benefiting from this program

gt National Rental Affordability Scheme (NRAS) ndash growth of housing via this scheme continued in Victoria with approvals totalling over 6 000 units and units delivered 453 Of these over 1 500 units had been approved for registered housing agencies (across 6 agencies) and units delivered by agencies totalled 432 or 95 per cent of units delivered to date

State housing initiatives

Key state initiatives included

gt Growth Strategy - continued delivery of the previous governmentrsquos Growth Strategy was boosted by a commitment of $510 million in 2007 to increase social housing supply in Victoria over four years ($300 million of which was directed to the not-for-profit sector with a target of 1550 units)

gt Additional leasing - an expansion of the leasing program occurred in 2009-10 with 1379 housing units added to social housing stock In many cases the Director of Housing subsequently sub leased these units to registered housing agencies to manage

The registered sector Registered housing agencies are not-for-profit organisations that provide affordable rental housing for low income households The Housing Act 1983 provides for rental housing agencies to be registered as either housing associations (HAs) or housing providers (HPs)

Housing associations are expected to grow social housing by leveraging government funding and existing property portfolios and must be companies limited by shares or guarantee

In addition to managing Director of Housing properties housing providers may also manage andor own other properties Housing providers can be companies limited by shares or guarantee incorporated associations or co-operatives

For many registered housing agencies the past year has been characterised by heavy workloads involved in delivering housing projects andor new homelessness and support initiatives as well as meeting accompanying requirements for greater financial management sophistication in handling significant investments and associated data reporting

The excitement and challenge of expanding rental housing portfolios completing significant maintenance and upgrades with existing properties under their management andor extending their service delivery responses to homelessness for some agencies has been accompanied by the demands of meeting regulatory requirements for the first time

Sector performance report 2009-10 5

2009-10 Highlights

Sector growth

During the year the registered sector grew by five agencies to 40 in total and the number of rental housing units coming under the sector increased to 14 378 from 11 700 at the end of 2008-09

Of the growth in units under management of the sector

gt 644 per cent were attributable to newly registered agencies

gt 14 per cent were new units built or purchased by existing agencies under State and Commonwealth Government investment programs such as Nation Building ndash Economic Stimulus Plan and

gt 216 per cent were existing rental housing units incorporated under the management of registered housing agencies for the first time

Assets Total assets of the registered sector grew significantly during 2009-10 mainly through developments and purchases of new housing assets The total assets of the sector reached $18 billion by June 2010 from $12 billion at the end of the previous financial year The majority of this growth occurred in associations ($523 million)

Total Assets

2000 2008shy09

1800 18231 2009shy10172281600

1400

1200 1260911990

1000

800

600

400

200 1003619

0

HAs HPs Sector

Grant Funding During 2009-10 the registered sector received both capital and operating funding from government sources which was significantly higher (74 per cent) than the previous financial year Of the total of $377m in grants received 83 per cent came via capital grants for development and acquisition of housing assets and 17 per cent in operating grants

Grant Funding Breakdown

350 Capital grants Operating grants300 3118

250

200

150 1658

100

50 652 517

0

2008shy09 2009shy10

6

Operating revenue Capital Expenditure Total operating revenue of the sector increased by 25 per The registered sector invested $370 million in housing cent to $145 million in 2009-10 This increase was mainly assets during 2009-10 of which associations contributed attributable to increases in rental revenue (due to the larger almost 95 per cent This capital expenditure was funded number of units let) and operating grants received by the through both capital grants and interest bearing debt registered sector

Capital Expenditure Total Operatingrevenue

400

2009shy102008shy09

1791666

3507

124 197

3704 HPs

150 350HPs HAs

HAs 300 Sector 120

250

90 200

150 60

100

5030

0

0

Households assisted During the year the registered sector assisted a total of 5 279 households1 to establish new housing tenancies 423 per cent of which were in long-term housing The number of households assisted was a 32 per cent increase on the previous yearrsquos result

new tenancies by housing type 2009-10 HAs HPs Sector

Long-term housing2 1 534 699 2 233Transitional housing 1 139 1 907 3 046Total 2 673 2 606 5 279

634

523

832

619

2008shy09 2009shy10

1 Number of households that were allocated housing during the year either to existing or newupgraded tenancy units

2 Long-term housing includes affordable housing rooming-houses and group housing

Sector performance report 2009-10 7

Sector Profile

This section provides a profile of the registered housing sector at 30 June 2010

Housing stock As at 30 June 2010 the registered sector had 14378 tenancy (rental) units under management Of these 531 per cent were managed by associations and 469 per cent by providers Associations owned a majority of their stock (681 per cent) In contrast to this providers managed most of their stock on behalf of the Director of Housing (895 per cent) another registered agency or other party (69 per cent)

Total tenancy units 30 June 2010 Associations Providers Sector

Owned 5 199 245 5 444 Managed - Government 2 255 6 036 8 291Managed - Other 181 462 643Managed - Total 2 436 6 498 8 934 Total tenancy units 7 635 6 743 14 378

Notes to table

bull Providers Managed - Other includes 392 units managed under the public housing program

bull Tenancy units managed by a registered agency on the behalf of another registered agency have been counted under Owned only

bull Tenancy units include all forms of long-term housing transitional and crisis housing

Long-term housing accounted for the largest proportion of stock in the registered sector and the majority of stock in the portfolios of both associations (778 per cent) and providers (582 per cent) The proportion of long-term housing decreased slightly from 73 per cent in 2008-09 to 689 per cent whilst the proportion of transitional housing rose from 25 per cent to 299 per cent The increase in transitional housing reflected the 1 179 transitional housing units added to the sector through three newly registered providers

Tenancy units by housing program 30 June 2010

12

689

299

Long term housing Transitional housing Crisis housing

Tenancy units by housing type 30 June 2010 Associations Providers Sector

Long term 5 986 3 926 9 912 Transitional 1 611 2 683 4 294 Crisis 38 134 172 Total 7 635 6 743 14 378

8

Just over three quarters of dwellings have two or three Tenants bedrooms with the proportions of each remaining stable from 2008-09 At 30 June 2010 there were 12 683 tenancies let

in the registered sector with 73 per cent in long-term housing (including rooming house) and 27 per cent inHousing stock by number of bedrooms 30 June 2010 transitional housing

415

347

14295

1 bedroom Tenancies by housing type 30 June 2010 2 bedroom

3 bedroom 4+ bedroom

The profile of rooming house stock has also remained

HAs HPs Sector

Long-term housing 5 663 3 597 9 260 Transitional housing 1 203 2 220 3 423 Total 6 866 5 817 12 683

Vacancy rates The vacancy rate for vacant tenantable3 stock at 30 June 2010 was 16 per cent for associations similar to the rate for 2008-09 of 17 per cent This compared to a vacancy rate for vacant untenantable4 stock of 42 per cent slightly reduced from 43 per cent in 2008-09 Maintenance required as a result of normal wear and tear or occasional tenant related damage and the rooming house upgrade program all contributed to the vacant untenantable stock figure

Vacancy rates 30 June 2010

stable from 2008-09 with most rooming houses containing 6 15 units Whilst the number of rooming house units has not changed the quality has improved greatly due to the extensive rooming house upgrade program that was boosted by over $99 million in funding from the Nation Building ndash Economic Stimulus Plan

rooming house stock by number of roomsunits 30 June 2010

6shy15 units 16shy30 units

8 Vacant untenantable

7

6

40

45 42

16 19 18

Vacant tenantable

Associations Providers Sector

713

186

116

Perc

enta

ge 5

4

3

2

1

0

31+ units

3 A vacant tenantable unit is one where the unit is ready to be occupied and any maintenance required to facilitate this has been completed

4 A unit is considered vacant untenantable where maintenance required to have it available for occupancy has been deferred or has not been completed or a decision has been taken for other legitimate reasons not to fill that unit

Sector performance report 2009-10 9

Staffing At 30 June 2010 there were 1125 staff employed in the registered sector This equated to 9785 full time equivalent (FTE) positions of which associations employed 415 per cent of the total and providers 585 per cent

During the year 381 additional staff members were recruited 462 per cent to newly created positions within the sector Associations created the majority of the new positions

Total staffing 30 June 2010 HAs HPs Sector

Staff 444 681 1 125 FTE 4105 5679 9785 Staff recruited 158 223 381 New positions created 101 75 176

The table below shows the growth in staff numbers in the registered sector for the past three years The increase reflects the overall growth in the housing portfolio of the sector and the expansion in the number of registered agencies

registered housing sector staff three year comparison

1200

681 HPs HAs1000

800

600

400

200

0

444

592

365

273

308

2007shy08 2008shy09 2009shy10

Board members As at 30 June 2010 there were 317 active board members in the registered housing sector with an average of nine board members per association and eight per provider

Board members 30 June 2010

73

244

HPs HAs

10

56

Sector performance

This section presents the results from the 2009-10 Key Performance Measures (KPM) data collection as reported by registered housing agencies The annual KPM data collection plays a key role in the monitoring of ongoing compliance and performance of registered housing agencies against Performance Standards Results reported by agencies provide a solid consistent base for identifying trends both within agencies and across the sector as a whole

The KPM data collection was first introduced for the 2006-07 financial year Data submitted by the nine registered housing associations in this yearrsquos collection has been presented in this section and compared to the performance of the associations across the four data collections undertaken to date5

Due to the large number of housing providers registered at the end of the 2009-10 financial year (31) detailed data on providers will not be presented although averages for this sector as a whole are reported as appropriate6

In line with the mission of the Housing Registrar to protect social housing assets and ensure quality services to tenants by regulating well governed well managed and financial viable rental housing agencies data in this section is presented according to these three key areas of regulation

For a complete list of the KPMs see Appendix 1

5 Data for the 2006-07 financial year is for seven associations only With the exception of KPM 1 (number of regular board meetings held) all 2006-07 averages are based on the KPM percentage figures

Wherever possible 2007-08 averages have been calculated from the raw data collected under the supporting data items for each KPM Where this supporting data was not requested the average for 2007-08 is calculated from the KPM percentage figure

All averages from 2008-09 onwards are calculated solely on the supporting data items

6 Due to the small number of providers registered at the end of the 2007-08 financial year (four) and the large diversity between these averages for previous data collections are only provided from 2008-09 for providers

Sector performance report 2009-10 11

WEllGOVErnEd

Data in the Governance and Management sections is presented for eight associations Two of the associations operate under one umbrella organisation and report jointly on governance and management These associations report against all other KPMs as individual organisations

Governance of the agency

Regular board meetings

Associations held 964 per cent of all scheduled regular board meetings in the year slightly down from 100 per cent in 2008-09 7 Most associations met monthly excluding January meetings Some associations met on a six-weekly basis

number of regular board meetings held 2009-10 (HAs)

12

11 11 11 11 11 10 101

9 9 8

8

6

4

2

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009

shy10 Average

The average number of regular board meetings held has remained broadly the same over the last four years A small drop from 106 in 2008-09 to 101 in 2009-10 reflects a lower number of meetings held rather than less meetings scheduled Meetings do not take place when a quorum is not achieved or are cancelled in December or January due to the other commitments of board members at that time of year

number of regular board meetings held four year trend (HAs)

12

10 106 10110 10

8

6

4

2

0

2006shy07 2007shy08 2008shy09 2009shy10

In addition to regular board meetings associations have an active sub-committee structure On average association boards had three sub-committees that met 46 times Providers reported similar arrangements with an average of three sub-committees that met 5 times

2006-07 and 2007-08 data is not comparable as this requested the total number of meetings held

7

12

70

80

90

100 40

30 835 835

727 20775

744 739734 10

Board member participation Board member participation rate four year trend (HAs)

Regular board meetings were well attended with the average board member participation rate for associations stable at 100

775 per cent from 777 per cent in 2008-09 a slightly lower 90

result to that recorded in 2007-08 (836 per cent) 80 836 777 775

70 719 Board member participation rate 2009-10 (HAs)

Perc

enta

ge

60

50

Perc

enta

ge

955

60 626

50

40

30

20

10

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009

shy10 Average

0

2006shy07 2007shy08 2008shy09 2009shy10

Providers also reported good results for governance measures with 971 per cent of scheduled regular meetings held similar to 967 per cent in 2008-09 Of the 31 registered providers 28 held all scheduled meetings Each provider conducted an average of ten meetings during the year (unchanged from the previous year)

The board member participation rate for providers for 2009-10 increased slightly to 806 per cent from 789 per cent in 2008-09

Achievement of quorums and participation rates are primarily affected by illness travel and other commitments of board members resulting in non-attendance

Sector performance report 2009-10 13

0

10

20

30

30

WEll MAnAGEd

Management of the agency

Staff turnover

Staff turnover in associations ranged between 0 per cent and 231 per cent with an average of 138 per cent comparable to 128 per cent in 2008-09

Staff turnover 2009-10 (HAs)

Despite individual association turnover results showing decreases from previous years the average staff turnover increased slightly from 2008-09 due to an increase in turnover of long-term housing staff

By program a far greater proportion of transitionalcrisis staff left compared to other association staff although overall this figure decreased slightly from 2008-09 Traditionally turnover in the transitional housing program has been higher due to the often more intense nature of the work and a younger profile of staff who may move on after gaining experience in this program

Staff turnover by program three year trend (HAs)

00 00

92

231

206

Perc

enta

ge

169 153

138

24

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009 shy10

Average

Two associations recorded a staff turnover above 20 per cent Of these one association reported the figure to be higher than normal and does not expect the trend to continue The second has finalised a new structure and shown an improvement from previous years The Housing Registrar expects this reduction in turnover to continue as the organisation consolidates its operations

Staff turnover four year trend (HAs)

0

10

20

30

196 209

227

124 106

207

138128

211

Total Transitionalcrisis Excluding transitionalcrisis

Perc

enta

ge

2007shy08 2008shy09 2009shy10

Providers recorded an average staff turnover rate of 218 per cent in 2009-10 compared with 139 per cent in 2008-09 By work areas the transitional housing program recorded turnover of 191 per cent with the figure for all other areas at 240 per cent Whilst some turnover is expected and can be positive the rate for providers reported in the 2010-11 KPM data collection will be examined by the Housing Registrar and if the trend upwards has continued further analysis of factors contributing to this trend will occur

2006shy07 2007shy08 2008shy09 2009shy10

211

Perc

enta

ge 20

10

0

180

128 138

14

Tenancy management

Turnaround time

Average vacant tenantable (VT)8 turnaround time for associations was 138 days slightly down from 2008-09 at 145 days Average vacant untenantable (VUT)9 turnaround time increased to 336 days from 207 in 2008-0910

Average turnaround time (days) 2009-10 (HAs)

70 Vacant untenantable

61 60 52 Vacant tenantable

28 50

336

40 20

10 30 20

29 25 15 25

20 19

13810 12 6 119 5 62

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 Average

Average turnaround time (days) 2009-10 (HAs)

70 Vacant untenantable Vacant tenantable 60

50 336

40

207 30

20

172 145 13810 110

0

2006shy07 2007shy08 2008shy09 2009shy10

8 A vacant tenantable unit is one where maintenance has been completed and the unit is ready to be occupied

9 A unit is considered vacant untenantable where maintenance has been deferred or has not been completed

10 VUT turnaround time was not included in the data collections for 2006-07 and 2007-08

Whilst the average result for VT turnaround time shows a small improvement results reported by individual associations for different housing types indicated a wide range of performance For long-term housing stock excluding rooming houses turnaround times varied from 2 days to 37 days For rooming house stock VT turnaround times ranged from 4 days to 46 days and for transitional housing the range was from 2 days to 23 days

Explanations provided to the Housing Registrar suggested that results are affected by various factors including delays occurring where nomination rights exist with partner agencies extended tenant selection processes in group housing situations as well as increased time taken to tenant new stock (for instance when new tenants are required to provide their current landlord with 28 days notice)

The slightly increased average for VUT turnaround time was explained primarily by the extensive upgrade and refurbishment program implemented for the rooming house stock lengthy maintenance requirements for some units in the past year and decisions in group housing to not tenant a unit due to issues with another existing tenant As for VT turnaround times there was a wide range of results reported by individual associations for different housing types

Whilst acknowledging the validity of these explanations provided by associations the Housing Registrar will be looking closely at 2010-11 figures reported and should such wide variance still exist will be conducting further analysis with associations to determine how this range can be reduced

Average turnaround time (days) by housing type 2009-10 (HAs)

70 Vacant untenantable Vacant tenantable 60

487 50 397

336 28040

196

30

20 191

160 13810 115

81

0 Long Rooming Total Transitional Total term house long term

Sector performance report 2009-10 15

Published by the Victorian Government Department of Treasury and Finance 1 Treasury Place Melbourne Victoria 3002

Authorised by the Victorian Government 1 Treasury Place Melbourne Victoria 3002

Printed by Impact Digital

copy Copyright State of Victoria 2011

This publication is copyright No part may be reproduced by any process except in accordance with the provisions of the Copyright Act 1968

Published June 2011 Printed on Saxton an Australian made paper manufactured in an ISO 14001 EMS accredited facility Saxton is made carbon neutral with FSC Certified and Elemental Chlorine Free (ECF) pulps

2

Contents

Introduction 4 Operating environment 5

Commonwealth housing initiatives 5 State housing initiatives 5

The registered sector 5

2009-10 Highlights 6 Sector growth 6 Assets 6 Grant Funding 6 Operating revenue 7 Capital Expenditure 7 Households assisted 7

Sector Profile 8 Housing stock 8 Tenants 9 Vacancy rates 9 Staffing 10 Board members 10

Sector performance 11 WEllGOVErnEd 12 Governance of the agency 12

Regular board meetings 12 Board member participation 13

WEll MAnAGEd 14 Management of the agency 14

Staff turnover 14 Tenancy management 15

Turnaround time 15 Void loss 16 Current tenant rent arrears 18 Tenants owing more than eight weeks rent 19 Arrears written off as bad debt 20 Evictions 21 Tenancies maintained 22 Complaints management 23 Tenant satisfaction with housing services 25 Tenant satisfaction ndash views 26

Housing management and maintenance 26 Urgent repairs 26 Non-urgent repairs 28 Tenant satisfaction with maintenance 29

FInAnCIAllY VIABlE 30 Operating performance 30

Operating revenue and costs 30 Return on average assets 31 Operating cash flow 31

liquidity 31 Capital structure 32

Total assets 32 Interest bearing debt 33 Interest cover 34 Loan to valuation ratio (LVR) 34 Capital expenditure 34

Outlook 35

Appendix 1 36 Key performance measures ndash definitions 36

Introduction

Our 2009-10 Sector performance report marks the second year of publication of this report

The report provides

gt an overview of the highlights within the sector during the financial year

gt a profile of the registered housing sector as at 30 June 2010 and

gt a summary of performance of registered agencies against key performance measures

4

Operating environment 2009-10 has seen further significant growth in affordable rental housing as major investment programs commenced in earlier financial years by State and Commonwealth governments continued to be rolled out These programs featured an emphasis on the non-government sector playing a key role in delivery

Commonwealth housing initiatives

Significant Commonwealth initiatives included

gt National Partnership Agreement on Social Housing (NPSH) supporting the National Affordable Housing Agreement (NAHA) - an allocation to Victoria of $99 152 000 was equally divided across the 2008-09 and 2009-10 financial years 554 new dwellings were approved in total under the allocation 318 dwellings of this total (representing $63 million of the total $99 million) were to be delivered by the community housing sector

gt Nation Building and Jobs (NBJ) program (an economic stimulus package) - an allocation to social housing in Victoria of $1167 Billion has been made with an expected total of 4 500 units to be delivered by 30 June 2012 Registered housing agencies are expected to deliver nearly 2 500 of these units

gt NBJ provided a further $992 million for repairs and maintenance of existing social housing units in Victoria with $761 million of the allocation expended in this financial year and over 9 100 existing homes benefiting from this program

gt National Rental Affordability Scheme (NRAS) ndash growth of housing via this scheme continued in Victoria with approvals totalling over 6 000 units and units delivered 453 Of these over 1 500 units had been approved for registered housing agencies (across 6 agencies) and units delivered by agencies totalled 432 or 95 per cent of units delivered to date

State housing initiatives

Key state initiatives included

gt Growth Strategy - continued delivery of the previous governmentrsquos Growth Strategy was boosted by a commitment of $510 million in 2007 to increase social housing supply in Victoria over four years ($300 million of which was directed to the not-for-profit sector with a target of 1550 units)

gt Additional leasing - an expansion of the leasing program occurred in 2009-10 with 1379 housing units added to social housing stock In many cases the Director of Housing subsequently sub leased these units to registered housing agencies to manage

The registered sector Registered housing agencies are not-for-profit organisations that provide affordable rental housing for low income households The Housing Act 1983 provides for rental housing agencies to be registered as either housing associations (HAs) or housing providers (HPs)

Housing associations are expected to grow social housing by leveraging government funding and existing property portfolios and must be companies limited by shares or guarantee

In addition to managing Director of Housing properties housing providers may also manage andor own other properties Housing providers can be companies limited by shares or guarantee incorporated associations or co-operatives

For many registered housing agencies the past year has been characterised by heavy workloads involved in delivering housing projects andor new homelessness and support initiatives as well as meeting accompanying requirements for greater financial management sophistication in handling significant investments and associated data reporting

The excitement and challenge of expanding rental housing portfolios completing significant maintenance and upgrades with existing properties under their management andor extending their service delivery responses to homelessness for some agencies has been accompanied by the demands of meeting regulatory requirements for the first time

Sector performance report 2009-10 5

2009-10 Highlights

Sector growth

During the year the registered sector grew by five agencies to 40 in total and the number of rental housing units coming under the sector increased to 14 378 from 11 700 at the end of 2008-09

Of the growth in units under management of the sector

gt 644 per cent were attributable to newly registered agencies

gt 14 per cent were new units built or purchased by existing agencies under State and Commonwealth Government investment programs such as Nation Building ndash Economic Stimulus Plan and

gt 216 per cent were existing rental housing units incorporated under the management of registered housing agencies for the first time

Assets Total assets of the registered sector grew significantly during 2009-10 mainly through developments and purchases of new housing assets The total assets of the sector reached $18 billion by June 2010 from $12 billion at the end of the previous financial year The majority of this growth occurred in associations ($523 million)

Total Assets

2000 2008shy09

1800 18231 2009shy10172281600

1400

1200 1260911990

1000

800

600

400

200 1003619

0

HAs HPs Sector

Grant Funding During 2009-10 the registered sector received both capital and operating funding from government sources which was significantly higher (74 per cent) than the previous financial year Of the total of $377m in grants received 83 per cent came via capital grants for development and acquisition of housing assets and 17 per cent in operating grants

Grant Funding Breakdown

350 Capital grants Operating grants300 3118

250

200

150 1658

100

50 652 517

0

2008shy09 2009shy10

6

Operating revenue Capital Expenditure Total operating revenue of the sector increased by 25 per The registered sector invested $370 million in housing cent to $145 million in 2009-10 This increase was mainly assets during 2009-10 of which associations contributed attributable to increases in rental revenue (due to the larger almost 95 per cent This capital expenditure was funded number of units let) and operating grants received by the through both capital grants and interest bearing debt registered sector

Capital Expenditure Total Operatingrevenue

400

2009shy102008shy09

1791666

3507

124 197

3704 HPs

150 350HPs HAs

HAs 300 Sector 120

250

90 200

150 60

100

5030

0

0

Households assisted During the year the registered sector assisted a total of 5 279 households1 to establish new housing tenancies 423 per cent of which were in long-term housing The number of households assisted was a 32 per cent increase on the previous yearrsquos result

new tenancies by housing type 2009-10 HAs HPs Sector

Long-term housing2 1 534 699 2 233Transitional housing 1 139 1 907 3 046Total 2 673 2 606 5 279

634

523

832

619

2008shy09 2009shy10

1 Number of households that were allocated housing during the year either to existing or newupgraded tenancy units

2 Long-term housing includes affordable housing rooming-houses and group housing

Sector performance report 2009-10 7

Sector Profile

This section provides a profile of the registered housing sector at 30 June 2010

Housing stock As at 30 June 2010 the registered sector had 14378 tenancy (rental) units under management Of these 531 per cent were managed by associations and 469 per cent by providers Associations owned a majority of their stock (681 per cent) In contrast to this providers managed most of their stock on behalf of the Director of Housing (895 per cent) another registered agency or other party (69 per cent)

Total tenancy units 30 June 2010 Associations Providers Sector

Owned 5 199 245 5 444 Managed - Government 2 255 6 036 8 291Managed - Other 181 462 643Managed - Total 2 436 6 498 8 934 Total tenancy units 7 635 6 743 14 378

Notes to table

bull Providers Managed - Other includes 392 units managed under the public housing program

bull Tenancy units managed by a registered agency on the behalf of another registered agency have been counted under Owned only

bull Tenancy units include all forms of long-term housing transitional and crisis housing

Long-term housing accounted for the largest proportion of stock in the registered sector and the majority of stock in the portfolios of both associations (778 per cent) and providers (582 per cent) The proportion of long-term housing decreased slightly from 73 per cent in 2008-09 to 689 per cent whilst the proportion of transitional housing rose from 25 per cent to 299 per cent The increase in transitional housing reflected the 1 179 transitional housing units added to the sector through three newly registered providers

Tenancy units by housing program 30 June 2010

12

689

299

Long term housing Transitional housing Crisis housing

Tenancy units by housing type 30 June 2010 Associations Providers Sector

Long term 5 986 3 926 9 912 Transitional 1 611 2 683 4 294 Crisis 38 134 172 Total 7 635 6 743 14 378

8

Just over three quarters of dwellings have two or three Tenants bedrooms with the proportions of each remaining stable from 2008-09 At 30 June 2010 there were 12 683 tenancies let

in the registered sector with 73 per cent in long-term housing (including rooming house) and 27 per cent inHousing stock by number of bedrooms 30 June 2010 transitional housing

415

347

14295

1 bedroom Tenancies by housing type 30 June 2010 2 bedroom

3 bedroom 4+ bedroom

The profile of rooming house stock has also remained

HAs HPs Sector

Long-term housing 5 663 3 597 9 260 Transitional housing 1 203 2 220 3 423 Total 6 866 5 817 12 683

Vacancy rates The vacancy rate for vacant tenantable3 stock at 30 June 2010 was 16 per cent for associations similar to the rate for 2008-09 of 17 per cent This compared to a vacancy rate for vacant untenantable4 stock of 42 per cent slightly reduced from 43 per cent in 2008-09 Maintenance required as a result of normal wear and tear or occasional tenant related damage and the rooming house upgrade program all contributed to the vacant untenantable stock figure

Vacancy rates 30 June 2010

stable from 2008-09 with most rooming houses containing 6 15 units Whilst the number of rooming house units has not changed the quality has improved greatly due to the extensive rooming house upgrade program that was boosted by over $99 million in funding from the Nation Building ndash Economic Stimulus Plan

rooming house stock by number of roomsunits 30 June 2010

6shy15 units 16shy30 units

8 Vacant untenantable

7

6

40

45 42

16 19 18

Vacant tenantable

Associations Providers Sector

713

186

116

Perc

enta

ge 5

4

3

2

1

0

31+ units

3 A vacant tenantable unit is one where the unit is ready to be occupied and any maintenance required to facilitate this has been completed

4 A unit is considered vacant untenantable where maintenance required to have it available for occupancy has been deferred or has not been completed or a decision has been taken for other legitimate reasons not to fill that unit

Sector performance report 2009-10 9

Staffing At 30 June 2010 there were 1125 staff employed in the registered sector This equated to 9785 full time equivalent (FTE) positions of which associations employed 415 per cent of the total and providers 585 per cent

During the year 381 additional staff members were recruited 462 per cent to newly created positions within the sector Associations created the majority of the new positions

Total staffing 30 June 2010 HAs HPs Sector

Staff 444 681 1 125 FTE 4105 5679 9785 Staff recruited 158 223 381 New positions created 101 75 176

The table below shows the growth in staff numbers in the registered sector for the past three years The increase reflects the overall growth in the housing portfolio of the sector and the expansion in the number of registered agencies

registered housing sector staff three year comparison

1200

681 HPs HAs1000

800

600

400

200

0

444

592

365

273

308

2007shy08 2008shy09 2009shy10

Board members As at 30 June 2010 there were 317 active board members in the registered housing sector with an average of nine board members per association and eight per provider

Board members 30 June 2010

73

244

HPs HAs

10

56

Sector performance

This section presents the results from the 2009-10 Key Performance Measures (KPM) data collection as reported by registered housing agencies The annual KPM data collection plays a key role in the monitoring of ongoing compliance and performance of registered housing agencies against Performance Standards Results reported by agencies provide a solid consistent base for identifying trends both within agencies and across the sector as a whole

The KPM data collection was first introduced for the 2006-07 financial year Data submitted by the nine registered housing associations in this yearrsquos collection has been presented in this section and compared to the performance of the associations across the four data collections undertaken to date5

Due to the large number of housing providers registered at the end of the 2009-10 financial year (31) detailed data on providers will not be presented although averages for this sector as a whole are reported as appropriate6

In line with the mission of the Housing Registrar to protect social housing assets and ensure quality services to tenants by regulating well governed well managed and financial viable rental housing agencies data in this section is presented according to these three key areas of regulation

For a complete list of the KPMs see Appendix 1

5 Data for the 2006-07 financial year is for seven associations only With the exception of KPM 1 (number of regular board meetings held) all 2006-07 averages are based on the KPM percentage figures

Wherever possible 2007-08 averages have been calculated from the raw data collected under the supporting data items for each KPM Where this supporting data was not requested the average for 2007-08 is calculated from the KPM percentage figure

All averages from 2008-09 onwards are calculated solely on the supporting data items

6 Due to the small number of providers registered at the end of the 2007-08 financial year (four) and the large diversity between these averages for previous data collections are only provided from 2008-09 for providers

Sector performance report 2009-10 11

WEllGOVErnEd

Data in the Governance and Management sections is presented for eight associations Two of the associations operate under one umbrella organisation and report jointly on governance and management These associations report against all other KPMs as individual organisations

Governance of the agency

Regular board meetings

Associations held 964 per cent of all scheduled regular board meetings in the year slightly down from 100 per cent in 2008-09 7 Most associations met monthly excluding January meetings Some associations met on a six-weekly basis

number of regular board meetings held 2009-10 (HAs)

12

11 11 11 11 11 10 101

9 9 8

8

6

4

2

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009

shy10 Average

The average number of regular board meetings held has remained broadly the same over the last four years A small drop from 106 in 2008-09 to 101 in 2009-10 reflects a lower number of meetings held rather than less meetings scheduled Meetings do not take place when a quorum is not achieved or are cancelled in December or January due to the other commitments of board members at that time of year

number of regular board meetings held four year trend (HAs)

12

10 106 10110 10

8

6

4

2

0

2006shy07 2007shy08 2008shy09 2009shy10

In addition to regular board meetings associations have an active sub-committee structure On average association boards had three sub-committees that met 46 times Providers reported similar arrangements with an average of three sub-committees that met 5 times

2006-07 and 2007-08 data is not comparable as this requested the total number of meetings held

7

12

70

80

90

100 40

30 835 835

727 20775

744 739734 10

Board member participation Board member participation rate four year trend (HAs)

Regular board meetings were well attended with the average board member participation rate for associations stable at 100

775 per cent from 777 per cent in 2008-09 a slightly lower 90

result to that recorded in 2007-08 (836 per cent) 80 836 777 775

70 719 Board member participation rate 2009-10 (HAs)

Perc

enta

ge

60

50

Perc

enta

ge

955

60 626

50

40

30

20

10

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009

shy10 Average

0

2006shy07 2007shy08 2008shy09 2009shy10

Providers also reported good results for governance measures with 971 per cent of scheduled regular meetings held similar to 967 per cent in 2008-09 Of the 31 registered providers 28 held all scheduled meetings Each provider conducted an average of ten meetings during the year (unchanged from the previous year)

The board member participation rate for providers for 2009-10 increased slightly to 806 per cent from 789 per cent in 2008-09

Achievement of quorums and participation rates are primarily affected by illness travel and other commitments of board members resulting in non-attendance

Sector performance report 2009-10 13

0

10

20

30

30

WEll MAnAGEd

Management of the agency

Staff turnover

Staff turnover in associations ranged between 0 per cent and 231 per cent with an average of 138 per cent comparable to 128 per cent in 2008-09

Staff turnover 2009-10 (HAs)

Despite individual association turnover results showing decreases from previous years the average staff turnover increased slightly from 2008-09 due to an increase in turnover of long-term housing staff

By program a far greater proportion of transitionalcrisis staff left compared to other association staff although overall this figure decreased slightly from 2008-09 Traditionally turnover in the transitional housing program has been higher due to the often more intense nature of the work and a younger profile of staff who may move on after gaining experience in this program

Staff turnover by program three year trend (HAs)

00 00

92

231

206

Perc

enta

ge

169 153

138

24

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009 shy10

Average

Two associations recorded a staff turnover above 20 per cent Of these one association reported the figure to be higher than normal and does not expect the trend to continue The second has finalised a new structure and shown an improvement from previous years The Housing Registrar expects this reduction in turnover to continue as the organisation consolidates its operations

Staff turnover four year trend (HAs)

0

10

20

30

196 209

227

124 106

207

138128

211

Total Transitionalcrisis Excluding transitionalcrisis

Perc

enta

ge

2007shy08 2008shy09 2009shy10

Providers recorded an average staff turnover rate of 218 per cent in 2009-10 compared with 139 per cent in 2008-09 By work areas the transitional housing program recorded turnover of 191 per cent with the figure for all other areas at 240 per cent Whilst some turnover is expected and can be positive the rate for providers reported in the 2010-11 KPM data collection will be examined by the Housing Registrar and if the trend upwards has continued further analysis of factors contributing to this trend will occur

2006shy07 2007shy08 2008shy09 2009shy10

211

Perc

enta

ge 20

10

0

180

128 138

14

Tenancy management

Turnaround time

Average vacant tenantable (VT)8 turnaround time for associations was 138 days slightly down from 2008-09 at 145 days Average vacant untenantable (VUT)9 turnaround time increased to 336 days from 207 in 2008-0910

Average turnaround time (days) 2009-10 (HAs)

70 Vacant untenantable

61 60 52 Vacant tenantable

28 50

336

40 20

10 30 20

29 25 15 25

20 19

13810 12 6 119 5 62

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 Average

Average turnaround time (days) 2009-10 (HAs)

70 Vacant untenantable Vacant tenantable 60

50 336

40

207 30

20

172 145 13810 110

0

2006shy07 2007shy08 2008shy09 2009shy10

8 A vacant tenantable unit is one where maintenance has been completed and the unit is ready to be occupied

9 A unit is considered vacant untenantable where maintenance has been deferred or has not been completed

10 VUT turnaround time was not included in the data collections for 2006-07 and 2007-08

Whilst the average result for VT turnaround time shows a small improvement results reported by individual associations for different housing types indicated a wide range of performance For long-term housing stock excluding rooming houses turnaround times varied from 2 days to 37 days For rooming house stock VT turnaround times ranged from 4 days to 46 days and for transitional housing the range was from 2 days to 23 days

Explanations provided to the Housing Registrar suggested that results are affected by various factors including delays occurring where nomination rights exist with partner agencies extended tenant selection processes in group housing situations as well as increased time taken to tenant new stock (for instance when new tenants are required to provide their current landlord with 28 days notice)

The slightly increased average for VUT turnaround time was explained primarily by the extensive upgrade and refurbishment program implemented for the rooming house stock lengthy maintenance requirements for some units in the past year and decisions in group housing to not tenant a unit due to issues with another existing tenant As for VT turnaround times there was a wide range of results reported by individual associations for different housing types

Whilst acknowledging the validity of these explanations provided by associations the Housing Registrar will be looking closely at 2010-11 figures reported and should such wide variance still exist will be conducting further analysis with associations to determine how this range can be reduced

Average turnaround time (days) by housing type 2009-10 (HAs)

70 Vacant untenantable Vacant tenantable 60

487 50 397

336 28040

196

30

20 191

160 13810 115

81

0 Long Rooming Total Transitional Total term house long term

Sector performance report 2009-10 15

Contents

Introduction 4 Operating environment 5

Commonwealth housing initiatives 5 State housing initiatives 5

The registered sector 5

2009-10 Highlights 6 Sector growth 6 Assets 6 Grant Funding 6 Operating revenue 7 Capital Expenditure 7 Households assisted 7

Sector Profile 8 Housing stock 8 Tenants 9 Vacancy rates 9 Staffing 10 Board members 10

Sector performance 11 WEllGOVErnEd 12 Governance of the agency 12

Regular board meetings 12 Board member participation 13

WEll MAnAGEd 14 Management of the agency 14

Staff turnover 14 Tenancy management 15

Turnaround time 15 Void loss 16 Current tenant rent arrears 18 Tenants owing more than eight weeks rent 19 Arrears written off as bad debt 20 Evictions 21 Tenancies maintained 22 Complaints management 23 Tenant satisfaction with housing services 25 Tenant satisfaction ndash views 26

Housing management and maintenance 26 Urgent repairs 26 Non-urgent repairs 28 Tenant satisfaction with maintenance 29

FInAnCIAllY VIABlE 30 Operating performance 30

Operating revenue and costs 30 Return on average assets 31 Operating cash flow 31

liquidity 31 Capital structure 32

Total assets 32 Interest bearing debt 33 Interest cover 34 Loan to valuation ratio (LVR) 34 Capital expenditure 34

Outlook 35

Appendix 1 36 Key performance measures ndash definitions 36

Introduction

Our 2009-10 Sector performance report marks the second year of publication of this report

The report provides

gt an overview of the highlights within the sector during the financial year

gt a profile of the registered housing sector as at 30 June 2010 and

gt a summary of performance of registered agencies against key performance measures

4

Operating environment 2009-10 has seen further significant growth in affordable rental housing as major investment programs commenced in earlier financial years by State and Commonwealth governments continued to be rolled out These programs featured an emphasis on the non-government sector playing a key role in delivery

Commonwealth housing initiatives

Significant Commonwealth initiatives included

gt National Partnership Agreement on Social Housing (NPSH) supporting the National Affordable Housing Agreement (NAHA) - an allocation to Victoria of $99 152 000 was equally divided across the 2008-09 and 2009-10 financial years 554 new dwellings were approved in total under the allocation 318 dwellings of this total (representing $63 million of the total $99 million) were to be delivered by the community housing sector

gt Nation Building and Jobs (NBJ) program (an economic stimulus package) - an allocation to social housing in Victoria of $1167 Billion has been made with an expected total of 4 500 units to be delivered by 30 June 2012 Registered housing agencies are expected to deliver nearly 2 500 of these units

gt NBJ provided a further $992 million for repairs and maintenance of existing social housing units in Victoria with $761 million of the allocation expended in this financial year and over 9 100 existing homes benefiting from this program

gt National Rental Affordability Scheme (NRAS) ndash growth of housing via this scheme continued in Victoria with approvals totalling over 6 000 units and units delivered 453 Of these over 1 500 units had been approved for registered housing agencies (across 6 agencies) and units delivered by agencies totalled 432 or 95 per cent of units delivered to date

State housing initiatives

Key state initiatives included

gt Growth Strategy - continued delivery of the previous governmentrsquos Growth Strategy was boosted by a commitment of $510 million in 2007 to increase social housing supply in Victoria over four years ($300 million of which was directed to the not-for-profit sector with a target of 1550 units)

gt Additional leasing - an expansion of the leasing program occurred in 2009-10 with 1379 housing units added to social housing stock In many cases the Director of Housing subsequently sub leased these units to registered housing agencies to manage

The registered sector Registered housing agencies are not-for-profit organisations that provide affordable rental housing for low income households The Housing Act 1983 provides for rental housing agencies to be registered as either housing associations (HAs) or housing providers (HPs)

Housing associations are expected to grow social housing by leveraging government funding and existing property portfolios and must be companies limited by shares or guarantee

In addition to managing Director of Housing properties housing providers may also manage andor own other properties Housing providers can be companies limited by shares or guarantee incorporated associations or co-operatives

For many registered housing agencies the past year has been characterised by heavy workloads involved in delivering housing projects andor new homelessness and support initiatives as well as meeting accompanying requirements for greater financial management sophistication in handling significant investments and associated data reporting

The excitement and challenge of expanding rental housing portfolios completing significant maintenance and upgrades with existing properties under their management andor extending their service delivery responses to homelessness for some agencies has been accompanied by the demands of meeting regulatory requirements for the first time

Sector performance report 2009-10 5

2009-10 Highlights

Sector growth

During the year the registered sector grew by five agencies to 40 in total and the number of rental housing units coming under the sector increased to 14 378 from 11 700 at the end of 2008-09

Of the growth in units under management of the sector

gt 644 per cent were attributable to newly registered agencies

gt 14 per cent were new units built or purchased by existing agencies under State and Commonwealth Government investment programs such as Nation Building ndash Economic Stimulus Plan and

gt 216 per cent were existing rental housing units incorporated under the management of registered housing agencies for the first time

Assets Total assets of the registered sector grew significantly during 2009-10 mainly through developments and purchases of new housing assets The total assets of the sector reached $18 billion by June 2010 from $12 billion at the end of the previous financial year The majority of this growth occurred in associations ($523 million)

Total Assets

2000 2008shy09

1800 18231 2009shy10172281600

1400

1200 1260911990

1000

800

600

400

200 1003619

0

HAs HPs Sector

Grant Funding During 2009-10 the registered sector received both capital and operating funding from government sources which was significantly higher (74 per cent) than the previous financial year Of the total of $377m in grants received 83 per cent came via capital grants for development and acquisition of housing assets and 17 per cent in operating grants

Grant Funding Breakdown

350 Capital grants Operating grants300 3118

250

200

150 1658

100

50 652 517

0

2008shy09 2009shy10

6

Operating revenue Capital Expenditure Total operating revenue of the sector increased by 25 per The registered sector invested $370 million in housing cent to $145 million in 2009-10 This increase was mainly assets during 2009-10 of which associations contributed attributable to increases in rental revenue (due to the larger almost 95 per cent This capital expenditure was funded number of units let) and operating grants received by the through both capital grants and interest bearing debt registered sector

Capital Expenditure Total Operatingrevenue

400

2009shy102008shy09

1791666

3507

124 197

3704 HPs

150 350HPs HAs

HAs 300 Sector 120

250

90 200

150 60

100

5030

0

0

Households assisted During the year the registered sector assisted a total of 5 279 households1 to establish new housing tenancies 423 per cent of which were in long-term housing The number of households assisted was a 32 per cent increase on the previous yearrsquos result

new tenancies by housing type 2009-10 HAs HPs Sector

Long-term housing2 1 534 699 2 233Transitional housing 1 139 1 907 3 046Total 2 673 2 606 5 279

634

523

832

619

2008shy09 2009shy10

1 Number of households that were allocated housing during the year either to existing or newupgraded tenancy units

2 Long-term housing includes affordable housing rooming-houses and group housing

Sector performance report 2009-10 7

Sector Profile

This section provides a profile of the registered housing sector at 30 June 2010

Housing stock As at 30 June 2010 the registered sector had 14378 tenancy (rental) units under management Of these 531 per cent were managed by associations and 469 per cent by providers Associations owned a majority of their stock (681 per cent) In contrast to this providers managed most of their stock on behalf of the Director of Housing (895 per cent) another registered agency or other party (69 per cent)

Total tenancy units 30 June 2010 Associations Providers Sector

Owned 5 199 245 5 444 Managed - Government 2 255 6 036 8 291Managed - Other 181 462 643Managed - Total 2 436 6 498 8 934 Total tenancy units 7 635 6 743 14 378

Notes to table

bull Providers Managed - Other includes 392 units managed under the public housing program

bull Tenancy units managed by a registered agency on the behalf of another registered agency have been counted under Owned only

bull Tenancy units include all forms of long-term housing transitional and crisis housing

Long-term housing accounted for the largest proportion of stock in the registered sector and the majority of stock in the portfolios of both associations (778 per cent) and providers (582 per cent) The proportion of long-term housing decreased slightly from 73 per cent in 2008-09 to 689 per cent whilst the proportion of transitional housing rose from 25 per cent to 299 per cent The increase in transitional housing reflected the 1 179 transitional housing units added to the sector through three newly registered providers

Tenancy units by housing program 30 June 2010

12

689

299

Long term housing Transitional housing Crisis housing

Tenancy units by housing type 30 June 2010 Associations Providers Sector

Long term 5 986 3 926 9 912 Transitional 1 611 2 683 4 294 Crisis 38 134 172 Total 7 635 6 743 14 378

8

Just over three quarters of dwellings have two or three Tenants bedrooms with the proportions of each remaining stable from 2008-09 At 30 June 2010 there were 12 683 tenancies let

in the registered sector with 73 per cent in long-term housing (including rooming house) and 27 per cent inHousing stock by number of bedrooms 30 June 2010 transitional housing

415

347

14295

1 bedroom Tenancies by housing type 30 June 2010 2 bedroom

3 bedroom 4+ bedroom

The profile of rooming house stock has also remained

HAs HPs Sector

Long-term housing 5 663 3 597 9 260 Transitional housing 1 203 2 220 3 423 Total 6 866 5 817 12 683

Vacancy rates The vacancy rate for vacant tenantable3 stock at 30 June 2010 was 16 per cent for associations similar to the rate for 2008-09 of 17 per cent This compared to a vacancy rate for vacant untenantable4 stock of 42 per cent slightly reduced from 43 per cent in 2008-09 Maintenance required as a result of normal wear and tear or occasional tenant related damage and the rooming house upgrade program all contributed to the vacant untenantable stock figure

Vacancy rates 30 June 2010

stable from 2008-09 with most rooming houses containing 6 15 units Whilst the number of rooming house units has not changed the quality has improved greatly due to the extensive rooming house upgrade program that was boosted by over $99 million in funding from the Nation Building ndash Economic Stimulus Plan

rooming house stock by number of roomsunits 30 June 2010

6shy15 units 16shy30 units

8 Vacant untenantable

7

6

40

45 42

16 19 18

Vacant tenantable

Associations Providers Sector

713

186

116

Perc

enta

ge 5

4

3

2

1

0

31+ units

3 A vacant tenantable unit is one where the unit is ready to be occupied and any maintenance required to facilitate this has been completed

4 A unit is considered vacant untenantable where maintenance required to have it available for occupancy has been deferred or has not been completed or a decision has been taken for other legitimate reasons not to fill that unit

Sector performance report 2009-10 9

Staffing At 30 June 2010 there were 1125 staff employed in the registered sector This equated to 9785 full time equivalent (FTE) positions of which associations employed 415 per cent of the total and providers 585 per cent

During the year 381 additional staff members were recruited 462 per cent to newly created positions within the sector Associations created the majority of the new positions

Total staffing 30 June 2010 HAs HPs Sector

Staff 444 681 1 125 FTE 4105 5679 9785 Staff recruited 158 223 381 New positions created 101 75 176

The table below shows the growth in staff numbers in the registered sector for the past three years The increase reflects the overall growth in the housing portfolio of the sector and the expansion in the number of registered agencies

registered housing sector staff three year comparison

1200

681 HPs HAs1000

800

600

400

200

0

444

592

365

273

308

2007shy08 2008shy09 2009shy10

Board members As at 30 June 2010 there were 317 active board members in the registered housing sector with an average of nine board members per association and eight per provider

Board members 30 June 2010

73

244

HPs HAs

10

56

Sector performance

This section presents the results from the 2009-10 Key Performance Measures (KPM) data collection as reported by registered housing agencies The annual KPM data collection plays a key role in the monitoring of ongoing compliance and performance of registered housing agencies against Performance Standards Results reported by agencies provide a solid consistent base for identifying trends both within agencies and across the sector as a whole

The KPM data collection was first introduced for the 2006-07 financial year Data submitted by the nine registered housing associations in this yearrsquos collection has been presented in this section and compared to the performance of the associations across the four data collections undertaken to date5

Due to the large number of housing providers registered at the end of the 2009-10 financial year (31) detailed data on providers will not be presented although averages for this sector as a whole are reported as appropriate6

In line with the mission of the Housing Registrar to protect social housing assets and ensure quality services to tenants by regulating well governed well managed and financial viable rental housing agencies data in this section is presented according to these three key areas of regulation

For a complete list of the KPMs see Appendix 1

5 Data for the 2006-07 financial year is for seven associations only With the exception of KPM 1 (number of regular board meetings held) all 2006-07 averages are based on the KPM percentage figures

Wherever possible 2007-08 averages have been calculated from the raw data collected under the supporting data items for each KPM Where this supporting data was not requested the average for 2007-08 is calculated from the KPM percentage figure

All averages from 2008-09 onwards are calculated solely on the supporting data items

6 Due to the small number of providers registered at the end of the 2007-08 financial year (four) and the large diversity between these averages for previous data collections are only provided from 2008-09 for providers

Sector performance report 2009-10 11

WEllGOVErnEd

Data in the Governance and Management sections is presented for eight associations Two of the associations operate under one umbrella organisation and report jointly on governance and management These associations report against all other KPMs as individual organisations

Governance of the agency

Regular board meetings

Associations held 964 per cent of all scheduled regular board meetings in the year slightly down from 100 per cent in 2008-09 7 Most associations met monthly excluding January meetings Some associations met on a six-weekly basis

number of regular board meetings held 2009-10 (HAs)

12

11 11 11 11 11 10 101

9 9 8

8

6

4

2

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009

shy10 Average

The average number of regular board meetings held has remained broadly the same over the last four years A small drop from 106 in 2008-09 to 101 in 2009-10 reflects a lower number of meetings held rather than less meetings scheduled Meetings do not take place when a quorum is not achieved or are cancelled in December or January due to the other commitments of board members at that time of year

number of regular board meetings held four year trend (HAs)

12

10 106 10110 10

8

6

4

2

0

2006shy07 2007shy08 2008shy09 2009shy10

In addition to regular board meetings associations have an active sub-committee structure On average association boards had three sub-committees that met 46 times Providers reported similar arrangements with an average of three sub-committees that met 5 times

2006-07 and 2007-08 data is not comparable as this requested the total number of meetings held

7

12

70

80

90

100 40

30 835 835

727 20775

744 739734 10

Board member participation Board member participation rate four year trend (HAs)

Regular board meetings were well attended with the average board member participation rate for associations stable at 100

775 per cent from 777 per cent in 2008-09 a slightly lower 90

result to that recorded in 2007-08 (836 per cent) 80 836 777 775

70 719 Board member participation rate 2009-10 (HAs)

Perc

enta

ge

60

50

Perc

enta

ge

955

60 626

50

40

30

20

10

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009

shy10 Average

0

2006shy07 2007shy08 2008shy09 2009shy10

Providers also reported good results for governance measures with 971 per cent of scheduled regular meetings held similar to 967 per cent in 2008-09 Of the 31 registered providers 28 held all scheduled meetings Each provider conducted an average of ten meetings during the year (unchanged from the previous year)

The board member participation rate for providers for 2009-10 increased slightly to 806 per cent from 789 per cent in 2008-09

Achievement of quorums and participation rates are primarily affected by illness travel and other commitments of board members resulting in non-attendance

Sector performance report 2009-10 13

0

10

20

30

30

WEll MAnAGEd

Management of the agency

Staff turnover

Staff turnover in associations ranged between 0 per cent and 231 per cent with an average of 138 per cent comparable to 128 per cent in 2008-09

Staff turnover 2009-10 (HAs)

Despite individual association turnover results showing decreases from previous years the average staff turnover increased slightly from 2008-09 due to an increase in turnover of long-term housing staff

By program a far greater proportion of transitionalcrisis staff left compared to other association staff although overall this figure decreased slightly from 2008-09 Traditionally turnover in the transitional housing program has been higher due to the often more intense nature of the work and a younger profile of staff who may move on after gaining experience in this program

Staff turnover by program three year trend (HAs)

00 00

92

231

206

Perc

enta

ge

169 153

138

24

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009 shy10

Average

Two associations recorded a staff turnover above 20 per cent Of these one association reported the figure to be higher than normal and does not expect the trend to continue The second has finalised a new structure and shown an improvement from previous years The Housing Registrar expects this reduction in turnover to continue as the organisation consolidates its operations

Staff turnover four year trend (HAs)

0

10

20

30

196 209

227

124 106

207

138128

211

Total Transitionalcrisis Excluding transitionalcrisis

Perc

enta

ge

2007shy08 2008shy09 2009shy10

Providers recorded an average staff turnover rate of 218 per cent in 2009-10 compared with 139 per cent in 2008-09 By work areas the transitional housing program recorded turnover of 191 per cent with the figure for all other areas at 240 per cent Whilst some turnover is expected and can be positive the rate for providers reported in the 2010-11 KPM data collection will be examined by the Housing Registrar and if the trend upwards has continued further analysis of factors contributing to this trend will occur

2006shy07 2007shy08 2008shy09 2009shy10

211

Perc

enta

ge 20

10

0

180

128 138

14

Tenancy management

Turnaround time

Average vacant tenantable (VT)8 turnaround time for associations was 138 days slightly down from 2008-09 at 145 days Average vacant untenantable (VUT)9 turnaround time increased to 336 days from 207 in 2008-0910

Average turnaround time (days) 2009-10 (HAs)

70 Vacant untenantable

61 60 52 Vacant tenantable

28 50

336

40 20

10 30 20

29 25 15 25

20 19

13810 12 6 119 5 62

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 Average

Average turnaround time (days) 2009-10 (HAs)

70 Vacant untenantable Vacant tenantable 60

50 336

40

207 30

20

172 145 13810 110

0

2006shy07 2007shy08 2008shy09 2009shy10

8 A vacant tenantable unit is one where maintenance has been completed and the unit is ready to be occupied

9 A unit is considered vacant untenantable where maintenance has been deferred or has not been completed

10 VUT turnaround time was not included in the data collections for 2006-07 and 2007-08

Whilst the average result for VT turnaround time shows a small improvement results reported by individual associations for different housing types indicated a wide range of performance For long-term housing stock excluding rooming houses turnaround times varied from 2 days to 37 days For rooming house stock VT turnaround times ranged from 4 days to 46 days and for transitional housing the range was from 2 days to 23 days

Explanations provided to the Housing Registrar suggested that results are affected by various factors including delays occurring where nomination rights exist with partner agencies extended tenant selection processes in group housing situations as well as increased time taken to tenant new stock (for instance when new tenants are required to provide their current landlord with 28 days notice)

The slightly increased average for VUT turnaround time was explained primarily by the extensive upgrade and refurbishment program implemented for the rooming house stock lengthy maintenance requirements for some units in the past year and decisions in group housing to not tenant a unit due to issues with another existing tenant As for VT turnaround times there was a wide range of results reported by individual associations for different housing types

Whilst acknowledging the validity of these explanations provided by associations the Housing Registrar will be looking closely at 2010-11 figures reported and should such wide variance still exist will be conducting further analysis with associations to determine how this range can be reduced

Average turnaround time (days) by housing type 2009-10 (HAs)

70 Vacant untenantable Vacant tenantable 60

487 50 397

336 28040

196

30

20 191

160 13810 115

81

0 Long Rooming Total Transitional Total term house long term

Sector performance report 2009-10 15

Introduction

Our 2009-10 Sector performance report marks the second year of publication of this report

The report provides

gt an overview of the highlights within the sector during the financial year

gt a profile of the registered housing sector as at 30 June 2010 and

gt a summary of performance of registered agencies against key performance measures

4

Operating environment 2009-10 has seen further significant growth in affordable rental housing as major investment programs commenced in earlier financial years by State and Commonwealth governments continued to be rolled out These programs featured an emphasis on the non-government sector playing a key role in delivery

Commonwealth housing initiatives

Significant Commonwealth initiatives included

gt National Partnership Agreement on Social Housing (NPSH) supporting the National Affordable Housing Agreement (NAHA) - an allocation to Victoria of $99 152 000 was equally divided across the 2008-09 and 2009-10 financial years 554 new dwellings were approved in total under the allocation 318 dwellings of this total (representing $63 million of the total $99 million) were to be delivered by the community housing sector

gt Nation Building and Jobs (NBJ) program (an economic stimulus package) - an allocation to social housing in Victoria of $1167 Billion has been made with an expected total of 4 500 units to be delivered by 30 June 2012 Registered housing agencies are expected to deliver nearly 2 500 of these units

gt NBJ provided a further $992 million for repairs and maintenance of existing social housing units in Victoria with $761 million of the allocation expended in this financial year and over 9 100 existing homes benefiting from this program

gt National Rental Affordability Scheme (NRAS) ndash growth of housing via this scheme continued in Victoria with approvals totalling over 6 000 units and units delivered 453 Of these over 1 500 units had been approved for registered housing agencies (across 6 agencies) and units delivered by agencies totalled 432 or 95 per cent of units delivered to date

State housing initiatives

Key state initiatives included

gt Growth Strategy - continued delivery of the previous governmentrsquos Growth Strategy was boosted by a commitment of $510 million in 2007 to increase social housing supply in Victoria over four years ($300 million of which was directed to the not-for-profit sector with a target of 1550 units)

gt Additional leasing - an expansion of the leasing program occurred in 2009-10 with 1379 housing units added to social housing stock In many cases the Director of Housing subsequently sub leased these units to registered housing agencies to manage

The registered sector Registered housing agencies are not-for-profit organisations that provide affordable rental housing for low income households The Housing Act 1983 provides for rental housing agencies to be registered as either housing associations (HAs) or housing providers (HPs)

Housing associations are expected to grow social housing by leveraging government funding and existing property portfolios and must be companies limited by shares or guarantee

In addition to managing Director of Housing properties housing providers may also manage andor own other properties Housing providers can be companies limited by shares or guarantee incorporated associations or co-operatives

For many registered housing agencies the past year has been characterised by heavy workloads involved in delivering housing projects andor new homelessness and support initiatives as well as meeting accompanying requirements for greater financial management sophistication in handling significant investments and associated data reporting

The excitement and challenge of expanding rental housing portfolios completing significant maintenance and upgrades with existing properties under their management andor extending their service delivery responses to homelessness for some agencies has been accompanied by the demands of meeting regulatory requirements for the first time

Sector performance report 2009-10 5

2009-10 Highlights

Sector growth

During the year the registered sector grew by five agencies to 40 in total and the number of rental housing units coming under the sector increased to 14 378 from 11 700 at the end of 2008-09

Of the growth in units under management of the sector

gt 644 per cent were attributable to newly registered agencies

gt 14 per cent were new units built or purchased by existing agencies under State and Commonwealth Government investment programs such as Nation Building ndash Economic Stimulus Plan and

gt 216 per cent were existing rental housing units incorporated under the management of registered housing agencies for the first time

Assets Total assets of the registered sector grew significantly during 2009-10 mainly through developments and purchases of new housing assets The total assets of the sector reached $18 billion by June 2010 from $12 billion at the end of the previous financial year The majority of this growth occurred in associations ($523 million)

Total Assets

2000 2008shy09

1800 18231 2009shy10172281600

1400

1200 1260911990

1000

800

600

400

200 1003619

0

HAs HPs Sector

Grant Funding During 2009-10 the registered sector received both capital and operating funding from government sources which was significantly higher (74 per cent) than the previous financial year Of the total of $377m in grants received 83 per cent came via capital grants for development and acquisition of housing assets and 17 per cent in operating grants

Grant Funding Breakdown

350 Capital grants Operating grants300 3118

250

200

150 1658

100

50 652 517

0

2008shy09 2009shy10

6

Operating revenue Capital Expenditure Total operating revenue of the sector increased by 25 per The registered sector invested $370 million in housing cent to $145 million in 2009-10 This increase was mainly assets during 2009-10 of which associations contributed attributable to increases in rental revenue (due to the larger almost 95 per cent This capital expenditure was funded number of units let) and operating grants received by the through both capital grants and interest bearing debt registered sector

Capital Expenditure Total Operatingrevenue

400

2009shy102008shy09

1791666

3507

124 197

3704 HPs

150 350HPs HAs

HAs 300 Sector 120

250

90 200

150 60

100

5030

0

0

Households assisted During the year the registered sector assisted a total of 5 279 households1 to establish new housing tenancies 423 per cent of which were in long-term housing The number of households assisted was a 32 per cent increase on the previous yearrsquos result

new tenancies by housing type 2009-10 HAs HPs Sector

Long-term housing2 1 534 699 2 233Transitional housing 1 139 1 907 3 046Total 2 673 2 606 5 279

634

523

832

619

2008shy09 2009shy10

1 Number of households that were allocated housing during the year either to existing or newupgraded tenancy units

2 Long-term housing includes affordable housing rooming-houses and group housing

Sector performance report 2009-10 7

Sector Profile

This section provides a profile of the registered housing sector at 30 June 2010

Housing stock As at 30 June 2010 the registered sector had 14378 tenancy (rental) units under management Of these 531 per cent were managed by associations and 469 per cent by providers Associations owned a majority of their stock (681 per cent) In contrast to this providers managed most of their stock on behalf of the Director of Housing (895 per cent) another registered agency or other party (69 per cent)

Total tenancy units 30 June 2010 Associations Providers Sector

Owned 5 199 245 5 444 Managed - Government 2 255 6 036 8 291Managed - Other 181 462 643Managed - Total 2 436 6 498 8 934 Total tenancy units 7 635 6 743 14 378

Notes to table

bull Providers Managed - Other includes 392 units managed under the public housing program

bull Tenancy units managed by a registered agency on the behalf of another registered agency have been counted under Owned only

bull Tenancy units include all forms of long-term housing transitional and crisis housing

Long-term housing accounted for the largest proportion of stock in the registered sector and the majority of stock in the portfolios of both associations (778 per cent) and providers (582 per cent) The proportion of long-term housing decreased slightly from 73 per cent in 2008-09 to 689 per cent whilst the proportion of transitional housing rose from 25 per cent to 299 per cent The increase in transitional housing reflected the 1 179 transitional housing units added to the sector through three newly registered providers

Tenancy units by housing program 30 June 2010

12

689

299

Long term housing Transitional housing Crisis housing

Tenancy units by housing type 30 June 2010 Associations Providers Sector

Long term 5 986 3 926 9 912 Transitional 1 611 2 683 4 294 Crisis 38 134 172 Total 7 635 6 743 14 378

8

Just over three quarters of dwellings have two or three Tenants bedrooms with the proportions of each remaining stable from 2008-09 At 30 June 2010 there were 12 683 tenancies let

in the registered sector with 73 per cent in long-term housing (including rooming house) and 27 per cent inHousing stock by number of bedrooms 30 June 2010 transitional housing

415

347

14295

1 bedroom Tenancies by housing type 30 June 2010 2 bedroom

3 bedroom 4+ bedroom

The profile of rooming house stock has also remained

HAs HPs Sector

Long-term housing 5 663 3 597 9 260 Transitional housing 1 203 2 220 3 423 Total 6 866 5 817 12 683

Vacancy rates The vacancy rate for vacant tenantable3 stock at 30 June 2010 was 16 per cent for associations similar to the rate for 2008-09 of 17 per cent This compared to a vacancy rate for vacant untenantable4 stock of 42 per cent slightly reduced from 43 per cent in 2008-09 Maintenance required as a result of normal wear and tear or occasional tenant related damage and the rooming house upgrade program all contributed to the vacant untenantable stock figure

Vacancy rates 30 June 2010

stable from 2008-09 with most rooming houses containing 6 15 units Whilst the number of rooming house units has not changed the quality has improved greatly due to the extensive rooming house upgrade program that was boosted by over $99 million in funding from the Nation Building ndash Economic Stimulus Plan

rooming house stock by number of roomsunits 30 June 2010

6shy15 units 16shy30 units

8 Vacant untenantable

7

6

40

45 42

16 19 18

Vacant tenantable

Associations Providers Sector

713

186

116

Perc

enta

ge 5

4

3

2

1

0

31+ units

3 A vacant tenantable unit is one where the unit is ready to be occupied and any maintenance required to facilitate this has been completed

4 A unit is considered vacant untenantable where maintenance required to have it available for occupancy has been deferred or has not been completed or a decision has been taken for other legitimate reasons not to fill that unit

Sector performance report 2009-10 9

Staffing At 30 June 2010 there were 1125 staff employed in the registered sector This equated to 9785 full time equivalent (FTE) positions of which associations employed 415 per cent of the total and providers 585 per cent

During the year 381 additional staff members were recruited 462 per cent to newly created positions within the sector Associations created the majority of the new positions

Total staffing 30 June 2010 HAs HPs Sector

Staff 444 681 1 125 FTE 4105 5679 9785 Staff recruited 158 223 381 New positions created 101 75 176

The table below shows the growth in staff numbers in the registered sector for the past three years The increase reflects the overall growth in the housing portfolio of the sector and the expansion in the number of registered agencies

registered housing sector staff three year comparison

1200

681 HPs HAs1000

800

600

400

200

0

444

592

365

273

308

2007shy08 2008shy09 2009shy10

Board members As at 30 June 2010 there were 317 active board members in the registered housing sector with an average of nine board members per association and eight per provider

Board members 30 June 2010

73

244

HPs HAs

10

56

Sector performance

This section presents the results from the 2009-10 Key Performance Measures (KPM) data collection as reported by registered housing agencies The annual KPM data collection plays a key role in the monitoring of ongoing compliance and performance of registered housing agencies against Performance Standards Results reported by agencies provide a solid consistent base for identifying trends both within agencies and across the sector as a whole

The KPM data collection was first introduced for the 2006-07 financial year Data submitted by the nine registered housing associations in this yearrsquos collection has been presented in this section and compared to the performance of the associations across the four data collections undertaken to date5

Due to the large number of housing providers registered at the end of the 2009-10 financial year (31) detailed data on providers will not be presented although averages for this sector as a whole are reported as appropriate6

In line with the mission of the Housing Registrar to protect social housing assets and ensure quality services to tenants by regulating well governed well managed and financial viable rental housing agencies data in this section is presented according to these three key areas of regulation

For a complete list of the KPMs see Appendix 1

5 Data for the 2006-07 financial year is for seven associations only With the exception of KPM 1 (number of regular board meetings held) all 2006-07 averages are based on the KPM percentage figures

Wherever possible 2007-08 averages have been calculated from the raw data collected under the supporting data items for each KPM Where this supporting data was not requested the average for 2007-08 is calculated from the KPM percentage figure

All averages from 2008-09 onwards are calculated solely on the supporting data items

6 Due to the small number of providers registered at the end of the 2007-08 financial year (four) and the large diversity between these averages for previous data collections are only provided from 2008-09 for providers

Sector performance report 2009-10 11

WEllGOVErnEd

Data in the Governance and Management sections is presented for eight associations Two of the associations operate under one umbrella organisation and report jointly on governance and management These associations report against all other KPMs as individual organisations

Governance of the agency

Regular board meetings

Associations held 964 per cent of all scheduled regular board meetings in the year slightly down from 100 per cent in 2008-09 7 Most associations met monthly excluding January meetings Some associations met on a six-weekly basis

number of regular board meetings held 2009-10 (HAs)

12

11 11 11 11 11 10 101

9 9 8

8

6

4

2

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009

shy10 Average

The average number of regular board meetings held has remained broadly the same over the last four years A small drop from 106 in 2008-09 to 101 in 2009-10 reflects a lower number of meetings held rather than less meetings scheduled Meetings do not take place when a quorum is not achieved or are cancelled in December or January due to the other commitments of board members at that time of year

number of regular board meetings held four year trend (HAs)

12

10 106 10110 10

8

6

4

2

0

2006shy07 2007shy08 2008shy09 2009shy10

In addition to regular board meetings associations have an active sub-committee structure On average association boards had three sub-committees that met 46 times Providers reported similar arrangements with an average of three sub-committees that met 5 times

2006-07 and 2007-08 data is not comparable as this requested the total number of meetings held

7

12

70

80

90

100 40

30 835 835

727 20775

744 739734 10

Board member participation Board member participation rate four year trend (HAs)

Regular board meetings were well attended with the average board member participation rate for associations stable at 100

775 per cent from 777 per cent in 2008-09 a slightly lower 90

result to that recorded in 2007-08 (836 per cent) 80 836 777 775

70 719 Board member participation rate 2009-10 (HAs)

Perc

enta

ge

60

50

Perc

enta

ge

955

60 626

50

40

30

20

10

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009

shy10 Average

0

2006shy07 2007shy08 2008shy09 2009shy10

Providers also reported good results for governance measures with 971 per cent of scheduled regular meetings held similar to 967 per cent in 2008-09 Of the 31 registered providers 28 held all scheduled meetings Each provider conducted an average of ten meetings during the year (unchanged from the previous year)

The board member participation rate for providers for 2009-10 increased slightly to 806 per cent from 789 per cent in 2008-09

Achievement of quorums and participation rates are primarily affected by illness travel and other commitments of board members resulting in non-attendance

Sector performance report 2009-10 13

0

10

20

30

30

WEll MAnAGEd

Management of the agency

Staff turnover

Staff turnover in associations ranged between 0 per cent and 231 per cent with an average of 138 per cent comparable to 128 per cent in 2008-09

Staff turnover 2009-10 (HAs)

Despite individual association turnover results showing decreases from previous years the average staff turnover increased slightly from 2008-09 due to an increase in turnover of long-term housing staff

By program a far greater proportion of transitionalcrisis staff left compared to other association staff although overall this figure decreased slightly from 2008-09 Traditionally turnover in the transitional housing program has been higher due to the often more intense nature of the work and a younger profile of staff who may move on after gaining experience in this program

Staff turnover by program three year trend (HAs)

00 00

92

231

206

Perc

enta

ge

169 153

138

24

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009 shy10

Average

Two associations recorded a staff turnover above 20 per cent Of these one association reported the figure to be higher than normal and does not expect the trend to continue The second has finalised a new structure and shown an improvement from previous years The Housing Registrar expects this reduction in turnover to continue as the organisation consolidates its operations

Staff turnover four year trend (HAs)

0

10

20

30

196 209

227

124 106

207

138128

211

Total Transitionalcrisis Excluding transitionalcrisis

Perc

enta

ge

2007shy08 2008shy09 2009shy10

Providers recorded an average staff turnover rate of 218 per cent in 2009-10 compared with 139 per cent in 2008-09 By work areas the transitional housing program recorded turnover of 191 per cent with the figure for all other areas at 240 per cent Whilst some turnover is expected and can be positive the rate for providers reported in the 2010-11 KPM data collection will be examined by the Housing Registrar and if the trend upwards has continued further analysis of factors contributing to this trend will occur

2006shy07 2007shy08 2008shy09 2009shy10

211

Perc

enta

ge 20

10

0

180

128 138

14

Tenancy management

Turnaround time

Average vacant tenantable (VT)8 turnaround time for associations was 138 days slightly down from 2008-09 at 145 days Average vacant untenantable (VUT)9 turnaround time increased to 336 days from 207 in 2008-0910

Average turnaround time (days) 2009-10 (HAs)

70 Vacant untenantable

61 60 52 Vacant tenantable

28 50

336

40 20

10 30 20

29 25 15 25

20 19

13810 12 6 119 5 62

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 Average

Average turnaround time (days) 2009-10 (HAs)

70 Vacant untenantable Vacant tenantable 60

50 336

40

207 30

20

172 145 13810 110

0

2006shy07 2007shy08 2008shy09 2009shy10

8 A vacant tenantable unit is one where maintenance has been completed and the unit is ready to be occupied

9 A unit is considered vacant untenantable where maintenance has been deferred or has not been completed

10 VUT turnaround time was not included in the data collections for 2006-07 and 2007-08

Whilst the average result for VT turnaround time shows a small improvement results reported by individual associations for different housing types indicated a wide range of performance For long-term housing stock excluding rooming houses turnaround times varied from 2 days to 37 days For rooming house stock VT turnaround times ranged from 4 days to 46 days and for transitional housing the range was from 2 days to 23 days

Explanations provided to the Housing Registrar suggested that results are affected by various factors including delays occurring where nomination rights exist with partner agencies extended tenant selection processes in group housing situations as well as increased time taken to tenant new stock (for instance when new tenants are required to provide their current landlord with 28 days notice)

The slightly increased average for VUT turnaround time was explained primarily by the extensive upgrade and refurbishment program implemented for the rooming house stock lengthy maintenance requirements for some units in the past year and decisions in group housing to not tenant a unit due to issues with another existing tenant As for VT turnaround times there was a wide range of results reported by individual associations for different housing types

Whilst acknowledging the validity of these explanations provided by associations the Housing Registrar will be looking closely at 2010-11 figures reported and should such wide variance still exist will be conducting further analysis with associations to determine how this range can be reduced

Average turnaround time (days) by housing type 2009-10 (HAs)

70 Vacant untenantable Vacant tenantable 60

487 50 397

336 28040

196

30

20 191

160 13810 115

81

0 Long Rooming Total Transitional Total term house long term

Sector performance report 2009-10 15

Operating environment 2009-10 has seen further significant growth in affordable rental housing as major investment programs commenced in earlier financial years by State and Commonwealth governments continued to be rolled out These programs featured an emphasis on the non-government sector playing a key role in delivery

Commonwealth housing initiatives

Significant Commonwealth initiatives included

gt National Partnership Agreement on Social Housing (NPSH) supporting the National Affordable Housing Agreement (NAHA) - an allocation to Victoria of $99 152 000 was equally divided across the 2008-09 and 2009-10 financial years 554 new dwellings were approved in total under the allocation 318 dwellings of this total (representing $63 million of the total $99 million) were to be delivered by the community housing sector

gt Nation Building and Jobs (NBJ) program (an economic stimulus package) - an allocation to social housing in Victoria of $1167 Billion has been made with an expected total of 4 500 units to be delivered by 30 June 2012 Registered housing agencies are expected to deliver nearly 2 500 of these units

gt NBJ provided a further $992 million for repairs and maintenance of existing social housing units in Victoria with $761 million of the allocation expended in this financial year and over 9 100 existing homes benefiting from this program

gt National Rental Affordability Scheme (NRAS) ndash growth of housing via this scheme continued in Victoria with approvals totalling over 6 000 units and units delivered 453 Of these over 1 500 units had been approved for registered housing agencies (across 6 agencies) and units delivered by agencies totalled 432 or 95 per cent of units delivered to date

State housing initiatives

Key state initiatives included

gt Growth Strategy - continued delivery of the previous governmentrsquos Growth Strategy was boosted by a commitment of $510 million in 2007 to increase social housing supply in Victoria over four years ($300 million of which was directed to the not-for-profit sector with a target of 1550 units)

gt Additional leasing - an expansion of the leasing program occurred in 2009-10 with 1379 housing units added to social housing stock In many cases the Director of Housing subsequently sub leased these units to registered housing agencies to manage

The registered sector Registered housing agencies are not-for-profit organisations that provide affordable rental housing for low income households The Housing Act 1983 provides for rental housing agencies to be registered as either housing associations (HAs) or housing providers (HPs)

Housing associations are expected to grow social housing by leveraging government funding and existing property portfolios and must be companies limited by shares or guarantee

In addition to managing Director of Housing properties housing providers may also manage andor own other properties Housing providers can be companies limited by shares or guarantee incorporated associations or co-operatives

For many registered housing agencies the past year has been characterised by heavy workloads involved in delivering housing projects andor new homelessness and support initiatives as well as meeting accompanying requirements for greater financial management sophistication in handling significant investments and associated data reporting

The excitement and challenge of expanding rental housing portfolios completing significant maintenance and upgrades with existing properties under their management andor extending their service delivery responses to homelessness for some agencies has been accompanied by the demands of meeting regulatory requirements for the first time

Sector performance report 2009-10 5

2009-10 Highlights

Sector growth

During the year the registered sector grew by five agencies to 40 in total and the number of rental housing units coming under the sector increased to 14 378 from 11 700 at the end of 2008-09

Of the growth in units under management of the sector

gt 644 per cent were attributable to newly registered agencies

gt 14 per cent were new units built or purchased by existing agencies under State and Commonwealth Government investment programs such as Nation Building ndash Economic Stimulus Plan and

gt 216 per cent were existing rental housing units incorporated under the management of registered housing agencies for the first time

Assets Total assets of the registered sector grew significantly during 2009-10 mainly through developments and purchases of new housing assets The total assets of the sector reached $18 billion by June 2010 from $12 billion at the end of the previous financial year The majority of this growth occurred in associations ($523 million)

Total Assets

2000 2008shy09

1800 18231 2009shy10172281600

1400

1200 1260911990

1000

800

600

400

200 1003619

0

HAs HPs Sector

Grant Funding During 2009-10 the registered sector received both capital and operating funding from government sources which was significantly higher (74 per cent) than the previous financial year Of the total of $377m in grants received 83 per cent came via capital grants for development and acquisition of housing assets and 17 per cent in operating grants

Grant Funding Breakdown

350 Capital grants Operating grants300 3118

250

200

150 1658

100

50 652 517

0

2008shy09 2009shy10

6

Operating revenue Capital Expenditure Total operating revenue of the sector increased by 25 per The registered sector invested $370 million in housing cent to $145 million in 2009-10 This increase was mainly assets during 2009-10 of which associations contributed attributable to increases in rental revenue (due to the larger almost 95 per cent This capital expenditure was funded number of units let) and operating grants received by the through both capital grants and interest bearing debt registered sector

Capital Expenditure Total Operatingrevenue

400

2009shy102008shy09

1791666

3507

124 197

3704 HPs

150 350HPs HAs

HAs 300 Sector 120

250

90 200

150 60

100

5030

0

0

Households assisted During the year the registered sector assisted a total of 5 279 households1 to establish new housing tenancies 423 per cent of which were in long-term housing The number of households assisted was a 32 per cent increase on the previous yearrsquos result

new tenancies by housing type 2009-10 HAs HPs Sector

Long-term housing2 1 534 699 2 233Transitional housing 1 139 1 907 3 046Total 2 673 2 606 5 279

634

523

832

619

2008shy09 2009shy10

1 Number of households that were allocated housing during the year either to existing or newupgraded tenancy units

2 Long-term housing includes affordable housing rooming-houses and group housing

Sector performance report 2009-10 7

Sector Profile

This section provides a profile of the registered housing sector at 30 June 2010

Housing stock As at 30 June 2010 the registered sector had 14378 tenancy (rental) units under management Of these 531 per cent were managed by associations and 469 per cent by providers Associations owned a majority of their stock (681 per cent) In contrast to this providers managed most of their stock on behalf of the Director of Housing (895 per cent) another registered agency or other party (69 per cent)

Total tenancy units 30 June 2010 Associations Providers Sector

Owned 5 199 245 5 444 Managed - Government 2 255 6 036 8 291Managed - Other 181 462 643Managed - Total 2 436 6 498 8 934 Total tenancy units 7 635 6 743 14 378

Notes to table

bull Providers Managed - Other includes 392 units managed under the public housing program

bull Tenancy units managed by a registered agency on the behalf of another registered agency have been counted under Owned only

bull Tenancy units include all forms of long-term housing transitional and crisis housing

Long-term housing accounted for the largest proportion of stock in the registered sector and the majority of stock in the portfolios of both associations (778 per cent) and providers (582 per cent) The proportion of long-term housing decreased slightly from 73 per cent in 2008-09 to 689 per cent whilst the proportion of transitional housing rose from 25 per cent to 299 per cent The increase in transitional housing reflected the 1 179 transitional housing units added to the sector through three newly registered providers

Tenancy units by housing program 30 June 2010

12

689

299

Long term housing Transitional housing Crisis housing

Tenancy units by housing type 30 June 2010 Associations Providers Sector

Long term 5 986 3 926 9 912 Transitional 1 611 2 683 4 294 Crisis 38 134 172 Total 7 635 6 743 14 378

8

Just over three quarters of dwellings have two or three Tenants bedrooms with the proportions of each remaining stable from 2008-09 At 30 June 2010 there were 12 683 tenancies let

in the registered sector with 73 per cent in long-term housing (including rooming house) and 27 per cent inHousing stock by number of bedrooms 30 June 2010 transitional housing

415

347

14295

1 bedroom Tenancies by housing type 30 June 2010 2 bedroom

3 bedroom 4+ bedroom

The profile of rooming house stock has also remained

HAs HPs Sector

Long-term housing 5 663 3 597 9 260 Transitional housing 1 203 2 220 3 423 Total 6 866 5 817 12 683

Vacancy rates The vacancy rate for vacant tenantable3 stock at 30 June 2010 was 16 per cent for associations similar to the rate for 2008-09 of 17 per cent This compared to a vacancy rate for vacant untenantable4 stock of 42 per cent slightly reduced from 43 per cent in 2008-09 Maintenance required as a result of normal wear and tear or occasional tenant related damage and the rooming house upgrade program all contributed to the vacant untenantable stock figure

Vacancy rates 30 June 2010

stable from 2008-09 with most rooming houses containing 6 15 units Whilst the number of rooming house units has not changed the quality has improved greatly due to the extensive rooming house upgrade program that was boosted by over $99 million in funding from the Nation Building ndash Economic Stimulus Plan

rooming house stock by number of roomsunits 30 June 2010

6shy15 units 16shy30 units

8 Vacant untenantable

7

6

40

45 42

16 19 18

Vacant tenantable

Associations Providers Sector

713

186

116

Perc

enta

ge 5

4

3

2

1

0

31+ units

3 A vacant tenantable unit is one where the unit is ready to be occupied and any maintenance required to facilitate this has been completed

4 A unit is considered vacant untenantable where maintenance required to have it available for occupancy has been deferred or has not been completed or a decision has been taken for other legitimate reasons not to fill that unit

Sector performance report 2009-10 9

Staffing At 30 June 2010 there were 1125 staff employed in the registered sector This equated to 9785 full time equivalent (FTE) positions of which associations employed 415 per cent of the total and providers 585 per cent

During the year 381 additional staff members were recruited 462 per cent to newly created positions within the sector Associations created the majority of the new positions

Total staffing 30 June 2010 HAs HPs Sector

Staff 444 681 1 125 FTE 4105 5679 9785 Staff recruited 158 223 381 New positions created 101 75 176

The table below shows the growth in staff numbers in the registered sector for the past three years The increase reflects the overall growth in the housing portfolio of the sector and the expansion in the number of registered agencies

registered housing sector staff three year comparison

1200

681 HPs HAs1000

800

600

400

200

0

444

592

365

273

308

2007shy08 2008shy09 2009shy10

Board members As at 30 June 2010 there were 317 active board members in the registered housing sector with an average of nine board members per association and eight per provider

Board members 30 June 2010

73

244

HPs HAs

10

56

Sector performance

This section presents the results from the 2009-10 Key Performance Measures (KPM) data collection as reported by registered housing agencies The annual KPM data collection plays a key role in the monitoring of ongoing compliance and performance of registered housing agencies against Performance Standards Results reported by agencies provide a solid consistent base for identifying trends both within agencies and across the sector as a whole

The KPM data collection was first introduced for the 2006-07 financial year Data submitted by the nine registered housing associations in this yearrsquos collection has been presented in this section and compared to the performance of the associations across the four data collections undertaken to date5

Due to the large number of housing providers registered at the end of the 2009-10 financial year (31) detailed data on providers will not be presented although averages for this sector as a whole are reported as appropriate6

In line with the mission of the Housing Registrar to protect social housing assets and ensure quality services to tenants by regulating well governed well managed and financial viable rental housing agencies data in this section is presented according to these three key areas of regulation

For a complete list of the KPMs see Appendix 1

5 Data for the 2006-07 financial year is for seven associations only With the exception of KPM 1 (number of regular board meetings held) all 2006-07 averages are based on the KPM percentage figures

Wherever possible 2007-08 averages have been calculated from the raw data collected under the supporting data items for each KPM Where this supporting data was not requested the average for 2007-08 is calculated from the KPM percentage figure

All averages from 2008-09 onwards are calculated solely on the supporting data items

6 Due to the small number of providers registered at the end of the 2007-08 financial year (four) and the large diversity between these averages for previous data collections are only provided from 2008-09 for providers

Sector performance report 2009-10 11

WEllGOVErnEd

Data in the Governance and Management sections is presented for eight associations Two of the associations operate under one umbrella organisation and report jointly on governance and management These associations report against all other KPMs as individual organisations

Governance of the agency

Regular board meetings

Associations held 964 per cent of all scheduled regular board meetings in the year slightly down from 100 per cent in 2008-09 7 Most associations met monthly excluding January meetings Some associations met on a six-weekly basis

number of regular board meetings held 2009-10 (HAs)

12

11 11 11 11 11 10 101

9 9 8

8

6

4

2

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009

shy10 Average

The average number of regular board meetings held has remained broadly the same over the last four years A small drop from 106 in 2008-09 to 101 in 2009-10 reflects a lower number of meetings held rather than less meetings scheduled Meetings do not take place when a quorum is not achieved or are cancelled in December or January due to the other commitments of board members at that time of year

number of regular board meetings held four year trend (HAs)

12

10 106 10110 10

8

6

4

2

0

2006shy07 2007shy08 2008shy09 2009shy10

In addition to regular board meetings associations have an active sub-committee structure On average association boards had three sub-committees that met 46 times Providers reported similar arrangements with an average of three sub-committees that met 5 times

2006-07 and 2007-08 data is not comparable as this requested the total number of meetings held

7

12

70

80

90

100 40

30 835 835

727 20775

744 739734 10

Board member participation Board member participation rate four year trend (HAs)

Regular board meetings were well attended with the average board member participation rate for associations stable at 100

775 per cent from 777 per cent in 2008-09 a slightly lower 90

result to that recorded in 2007-08 (836 per cent) 80 836 777 775

70 719 Board member participation rate 2009-10 (HAs)

Perc

enta

ge

60

50

Perc

enta

ge

955

60 626

50

40

30

20

10

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009

shy10 Average

0

2006shy07 2007shy08 2008shy09 2009shy10

Providers also reported good results for governance measures with 971 per cent of scheduled regular meetings held similar to 967 per cent in 2008-09 Of the 31 registered providers 28 held all scheduled meetings Each provider conducted an average of ten meetings during the year (unchanged from the previous year)

The board member participation rate for providers for 2009-10 increased slightly to 806 per cent from 789 per cent in 2008-09

Achievement of quorums and participation rates are primarily affected by illness travel and other commitments of board members resulting in non-attendance

Sector performance report 2009-10 13

0

10

20

30

30

WEll MAnAGEd

Management of the agency

Staff turnover

Staff turnover in associations ranged between 0 per cent and 231 per cent with an average of 138 per cent comparable to 128 per cent in 2008-09

Staff turnover 2009-10 (HAs)

Despite individual association turnover results showing decreases from previous years the average staff turnover increased slightly from 2008-09 due to an increase in turnover of long-term housing staff

By program a far greater proportion of transitionalcrisis staff left compared to other association staff although overall this figure decreased slightly from 2008-09 Traditionally turnover in the transitional housing program has been higher due to the often more intense nature of the work and a younger profile of staff who may move on after gaining experience in this program

Staff turnover by program three year trend (HAs)

00 00

92

231

206

Perc

enta

ge

169 153

138

24

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009 shy10

Average

Two associations recorded a staff turnover above 20 per cent Of these one association reported the figure to be higher than normal and does not expect the trend to continue The second has finalised a new structure and shown an improvement from previous years The Housing Registrar expects this reduction in turnover to continue as the organisation consolidates its operations

Staff turnover four year trend (HAs)

0

10

20

30

196 209

227

124 106

207

138128

211

Total Transitionalcrisis Excluding transitionalcrisis

Perc

enta

ge

2007shy08 2008shy09 2009shy10

Providers recorded an average staff turnover rate of 218 per cent in 2009-10 compared with 139 per cent in 2008-09 By work areas the transitional housing program recorded turnover of 191 per cent with the figure for all other areas at 240 per cent Whilst some turnover is expected and can be positive the rate for providers reported in the 2010-11 KPM data collection will be examined by the Housing Registrar and if the trend upwards has continued further analysis of factors contributing to this trend will occur

2006shy07 2007shy08 2008shy09 2009shy10

211

Perc

enta

ge 20

10

0

180

128 138

14

Tenancy management

Turnaround time

Average vacant tenantable (VT)8 turnaround time for associations was 138 days slightly down from 2008-09 at 145 days Average vacant untenantable (VUT)9 turnaround time increased to 336 days from 207 in 2008-0910

Average turnaround time (days) 2009-10 (HAs)

70 Vacant untenantable

61 60 52 Vacant tenantable

28 50

336

40 20

10 30 20

29 25 15 25

20 19

13810 12 6 119 5 62

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 Average

Average turnaround time (days) 2009-10 (HAs)

70 Vacant untenantable Vacant tenantable 60

50 336

40

207 30

20

172 145 13810 110

0

2006shy07 2007shy08 2008shy09 2009shy10

8 A vacant tenantable unit is one where maintenance has been completed and the unit is ready to be occupied

9 A unit is considered vacant untenantable where maintenance has been deferred or has not been completed

10 VUT turnaround time was not included in the data collections for 2006-07 and 2007-08

Whilst the average result for VT turnaround time shows a small improvement results reported by individual associations for different housing types indicated a wide range of performance For long-term housing stock excluding rooming houses turnaround times varied from 2 days to 37 days For rooming house stock VT turnaround times ranged from 4 days to 46 days and for transitional housing the range was from 2 days to 23 days

Explanations provided to the Housing Registrar suggested that results are affected by various factors including delays occurring where nomination rights exist with partner agencies extended tenant selection processes in group housing situations as well as increased time taken to tenant new stock (for instance when new tenants are required to provide their current landlord with 28 days notice)

The slightly increased average for VUT turnaround time was explained primarily by the extensive upgrade and refurbishment program implemented for the rooming house stock lengthy maintenance requirements for some units in the past year and decisions in group housing to not tenant a unit due to issues with another existing tenant As for VT turnaround times there was a wide range of results reported by individual associations for different housing types

Whilst acknowledging the validity of these explanations provided by associations the Housing Registrar will be looking closely at 2010-11 figures reported and should such wide variance still exist will be conducting further analysis with associations to determine how this range can be reduced

Average turnaround time (days) by housing type 2009-10 (HAs)

70 Vacant untenantable Vacant tenantable 60

487 50 397

336 28040

196

30

20 191

160 13810 115

81

0 Long Rooming Total Transitional Total term house long term

Sector performance report 2009-10 15

2009-10 Highlights

Sector growth

During the year the registered sector grew by five agencies to 40 in total and the number of rental housing units coming under the sector increased to 14 378 from 11 700 at the end of 2008-09

Of the growth in units under management of the sector

gt 644 per cent were attributable to newly registered agencies

gt 14 per cent were new units built or purchased by existing agencies under State and Commonwealth Government investment programs such as Nation Building ndash Economic Stimulus Plan and

gt 216 per cent were existing rental housing units incorporated under the management of registered housing agencies for the first time

Assets Total assets of the registered sector grew significantly during 2009-10 mainly through developments and purchases of new housing assets The total assets of the sector reached $18 billion by June 2010 from $12 billion at the end of the previous financial year The majority of this growth occurred in associations ($523 million)

Total Assets

2000 2008shy09

1800 18231 2009shy10172281600

1400

1200 1260911990

1000

800

600

400

200 1003619

0

HAs HPs Sector

Grant Funding During 2009-10 the registered sector received both capital and operating funding from government sources which was significantly higher (74 per cent) than the previous financial year Of the total of $377m in grants received 83 per cent came via capital grants for development and acquisition of housing assets and 17 per cent in operating grants

Grant Funding Breakdown

350 Capital grants Operating grants300 3118

250

200

150 1658

100

50 652 517

0

2008shy09 2009shy10

6

Operating revenue Capital Expenditure Total operating revenue of the sector increased by 25 per The registered sector invested $370 million in housing cent to $145 million in 2009-10 This increase was mainly assets during 2009-10 of which associations contributed attributable to increases in rental revenue (due to the larger almost 95 per cent This capital expenditure was funded number of units let) and operating grants received by the through both capital grants and interest bearing debt registered sector

Capital Expenditure Total Operatingrevenue

400

2009shy102008shy09

1791666

3507

124 197

3704 HPs

150 350HPs HAs

HAs 300 Sector 120

250

90 200

150 60

100

5030

0

0

Households assisted During the year the registered sector assisted a total of 5 279 households1 to establish new housing tenancies 423 per cent of which were in long-term housing The number of households assisted was a 32 per cent increase on the previous yearrsquos result

new tenancies by housing type 2009-10 HAs HPs Sector

Long-term housing2 1 534 699 2 233Transitional housing 1 139 1 907 3 046Total 2 673 2 606 5 279

634

523

832

619

2008shy09 2009shy10

1 Number of households that were allocated housing during the year either to existing or newupgraded tenancy units

2 Long-term housing includes affordable housing rooming-houses and group housing

Sector performance report 2009-10 7

Sector Profile

This section provides a profile of the registered housing sector at 30 June 2010

Housing stock As at 30 June 2010 the registered sector had 14378 tenancy (rental) units under management Of these 531 per cent were managed by associations and 469 per cent by providers Associations owned a majority of their stock (681 per cent) In contrast to this providers managed most of their stock on behalf of the Director of Housing (895 per cent) another registered agency or other party (69 per cent)

Total tenancy units 30 June 2010 Associations Providers Sector

Owned 5 199 245 5 444 Managed - Government 2 255 6 036 8 291Managed - Other 181 462 643Managed - Total 2 436 6 498 8 934 Total tenancy units 7 635 6 743 14 378

Notes to table

bull Providers Managed - Other includes 392 units managed under the public housing program

bull Tenancy units managed by a registered agency on the behalf of another registered agency have been counted under Owned only

bull Tenancy units include all forms of long-term housing transitional and crisis housing

Long-term housing accounted for the largest proportion of stock in the registered sector and the majority of stock in the portfolios of both associations (778 per cent) and providers (582 per cent) The proportion of long-term housing decreased slightly from 73 per cent in 2008-09 to 689 per cent whilst the proportion of transitional housing rose from 25 per cent to 299 per cent The increase in transitional housing reflected the 1 179 transitional housing units added to the sector through three newly registered providers

Tenancy units by housing program 30 June 2010

12

689

299

Long term housing Transitional housing Crisis housing

Tenancy units by housing type 30 June 2010 Associations Providers Sector

Long term 5 986 3 926 9 912 Transitional 1 611 2 683 4 294 Crisis 38 134 172 Total 7 635 6 743 14 378

8

Just over three quarters of dwellings have two or three Tenants bedrooms with the proportions of each remaining stable from 2008-09 At 30 June 2010 there were 12 683 tenancies let

in the registered sector with 73 per cent in long-term housing (including rooming house) and 27 per cent inHousing stock by number of bedrooms 30 June 2010 transitional housing

415

347

14295

1 bedroom Tenancies by housing type 30 June 2010 2 bedroom

3 bedroom 4+ bedroom

The profile of rooming house stock has also remained

HAs HPs Sector

Long-term housing 5 663 3 597 9 260 Transitional housing 1 203 2 220 3 423 Total 6 866 5 817 12 683

Vacancy rates The vacancy rate for vacant tenantable3 stock at 30 June 2010 was 16 per cent for associations similar to the rate for 2008-09 of 17 per cent This compared to a vacancy rate for vacant untenantable4 stock of 42 per cent slightly reduced from 43 per cent in 2008-09 Maintenance required as a result of normal wear and tear or occasional tenant related damage and the rooming house upgrade program all contributed to the vacant untenantable stock figure

Vacancy rates 30 June 2010

stable from 2008-09 with most rooming houses containing 6 15 units Whilst the number of rooming house units has not changed the quality has improved greatly due to the extensive rooming house upgrade program that was boosted by over $99 million in funding from the Nation Building ndash Economic Stimulus Plan

rooming house stock by number of roomsunits 30 June 2010

6shy15 units 16shy30 units

8 Vacant untenantable

7

6

40

45 42

16 19 18

Vacant tenantable

Associations Providers Sector

713

186

116

Perc

enta

ge 5

4

3

2

1

0

31+ units

3 A vacant tenantable unit is one where the unit is ready to be occupied and any maintenance required to facilitate this has been completed

4 A unit is considered vacant untenantable where maintenance required to have it available for occupancy has been deferred or has not been completed or a decision has been taken for other legitimate reasons not to fill that unit

Sector performance report 2009-10 9

Staffing At 30 June 2010 there were 1125 staff employed in the registered sector This equated to 9785 full time equivalent (FTE) positions of which associations employed 415 per cent of the total and providers 585 per cent

During the year 381 additional staff members were recruited 462 per cent to newly created positions within the sector Associations created the majority of the new positions

Total staffing 30 June 2010 HAs HPs Sector

Staff 444 681 1 125 FTE 4105 5679 9785 Staff recruited 158 223 381 New positions created 101 75 176

The table below shows the growth in staff numbers in the registered sector for the past three years The increase reflects the overall growth in the housing portfolio of the sector and the expansion in the number of registered agencies

registered housing sector staff three year comparison

1200

681 HPs HAs1000

800

600

400

200

0

444

592

365

273

308

2007shy08 2008shy09 2009shy10

Board members As at 30 June 2010 there were 317 active board members in the registered housing sector with an average of nine board members per association and eight per provider

Board members 30 June 2010

73

244

HPs HAs

10

56

Sector performance

This section presents the results from the 2009-10 Key Performance Measures (KPM) data collection as reported by registered housing agencies The annual KPM data collection plays a key role in the monitoring of ongoing compliance and performance of registered housing agencies against Performance Standards Results reported by agencies provide a solid consistent base for identifying trends both within agencies and across the sector as a whole

The KPM data collection was first introduced for the 2006-07 financial year Data submitted by the nine registered housing associations in this yearrsquos collection has been presented in this section and compared to the performance of the associations across the four data collections undertaken to date5

Due to the large number of housing providers registered at the end of the 2009-10 financial year (31) detailed data on providers will not be presented although averages for this sector as a whole are reported as appropriate6

In line with the mission of the Housing Registrar to protect social housing assets and ensure quality services to tenants by regulating well governed well managed and financial viable rental housing agencies data in this section is presented according to these three key areas of regulation

For a complete list of the KPMs see Appendix 1

5 Data for the 2006-07 financial year is for seven associations only With the exception of KPM 1 (number of regular board meetings held) all 2006-07 averages are based on the KPM percentage figures

Wherever possible 2007-08 averages have been calculated from the raw data collected under the supporting data items for each KPM Where this supporting data was not requested the average for 2007-08 is calculated from the KPM percentage figure

All averages from 2008-09 onwards are calculated solely on the supporting data items

6 Due to the small number of providers registered at the end of the 2007-08 financial year (four) and the large diversity between these averages for previous data collections are only provided from 2008-09 for providers

Sector performance report 2009-10 11

WEllGOVErnEd

Data in the Governance and Management sections is presented for eight associations Two of the associations operate under one umbrella organisation and report jointly on governance and management These associations report against all other KPMs as individual organisations

Governance of the agency

Regular board meetings

Associations held 964 per cent of all scheduled regular board meetings in the year slightly down from 100 per cent in 2008-09 7 Most associations met monthly excluding January meetings Some associations met on a six-weekly basis

number of regular board meetings held 2009-10 (HAs)

12

11 11 11 11 11 10 101

9 9 8

8

6

4

2

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009

shy10 Average

The average number of regular board meetings held has remained broadly the same over the last four years A small drop from 106 in 2008-09 to 101 in 2009-10 reflects a lower number of meetings held rather than less meetings scheduled Meetings do not take place when a quorum is not achieved or are cancelled in December or January due to the other commitments of board members at that time of year

number of regular board meetings held four year trend (HAs)

12

10 106 10110 10

8

6

4

2

0

2006shy07 2007shy08 2008shy09 2009shy10

In addition to regular board meetings associations have an active sub-committee structure On average association boards had three sub-committees that met 46 times Providers reported similar arrangements with an average of three sub-committees that met 5 times

2006-07 and 2007-08 data is not comparable as this requested the total number of meetings held

7

12

70

80

90

100 40

30 835 835

727 20775

744 739734 10

Board member participation Board member participation rate four year trend (HAs)

Regular board meetings were well attended with the average board member participation rate for associations stable at 100

775 per cent from 777 per cent in 2008-09 a slightly lower 90

result to that recorded in 2007-08 (836 per cent) 80 836 777 775

70 719 Board member participation rate 2009-10 (HAs)

Perc

enta

ge

60

50

Perc

enta

ge

955

60 626

50

40

30

20

10

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009

shy10 Average

0

2006shy07 2007shy08 2008shy09 2009shy10

Providers also reported good results for governance measures with 971 per cent of scheduled regular meetings held similar to 967 per cent in 2008-09 Of the 31 registered providers 28 held all scheduled meetings Each provider conducted an average of ten meetings during the year (unchanged from the previous year)

The board member participation rate for providers for 2009-10 increased slightly to 806 per cent from 789 per cent in 2008-09

Achievement of quorums and participation rates are primarily affected by illness travel and other commitments of board members resulting in non-attendance

Sector performance report 2009-10 13

0

10

20

30

30

WEll MAnAGEd

Management of the agency

Staff turnover

Staff turnover in associations ranged between 0 per cent and 231 per cent with an average of 138 per cent comparable to 128 per cent in 2008-09

Staff turnover 2009-10 (HAs)

Despite individual association turnover results showing decreases from previous years the average staff turnover increased slightly from 2008-09 due to an increase in turnover of long-term housing staff

By program a far greater proportion of transitionalcrisis staff left compared to other association staff although overall this figure decreased slightly from 2008-09 Traditionally turnover in the transitional housing program has been higher due to the often more intense nature of the work and a younger profile of staff who may move on after gaining experience in this program

Staff turnover by program three year trend (HAs)

00 00

92

231

206

Perc

enta

ge

169 153

138

24

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009 shy10

Average

Two associations recorded a staff turnover above 20 per cent Of these one association reported the figure to be higher than normal and does not expect the trend to continue The second has finalised a new structure and shown an improvement from previous years The Housing Registrar expects this reduction in turnover to continue as the organisation consolidates its operations

Staff turnover four year trend (HAs)

0

10

20

30

196 209

227

124 106

207

138128

211

Total Transitionalcrisis Excluding transitionalcrisis

Perc

enta

ge

2007shy08 2008shy09 2009shy10

Providers recorded an average staff turnover rate of 218 per cent in 2009-10 compared with 139 per cent in 2008-09 By work areas the transitional housing program recorded turnover of 191 per cent with the figure for all other areas at 240 per cent Whilst some turnover is expected and can be positive the rate for providers reported in the 2010-11 KPM data collection will be examined by the Housing Registrar and if the trend upwards has continued further analysis of factors contributing to this trend will occur

2006shy07 2007shy08 2008shy09 2009shy10

211

Perc

enta

ge 20

10

0

180

128 138

14

Tenancy management

Turnaround time

Average vacant tenantable (VT)8 turnaround time for associations was 138 days slightly down from 2008-09 at 145 days Average vacant untenantable (VUT)9 turnaround time increased to 336 days from 207 in 2008-0910

Average turnaround time (days) 2009-10 (HAs)

70 Vacant untenantable

61 60 52 Vacant tenantable

28 50

336

40 20

10 30 20

29 25 15 25

20 19

13810 12 6 119 5 62

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 Average

Average turnaround time (days) 2009-10 (HAs)

70 Vacant untenantable Vacant tenantable 60

50 336

40

207 30

20

172 145 13810 110

0

2006shy07 2007shy08 2008shy09 2009shy10

8 A vacant tenantable unit is one where maintenance has been completed and the unit is ready to be occupied

9 A unit is considered vacant untenantable where maintenance has been deferred or has not been completed

10 VUT turnaround time was not included in the data collections for 2006-07 and 2007-08

Whilst the average result for VT turnaround time shows a small improvement results reported by individual associations for different housing types indicated a wide range of performance For long-term housing stock excluding rooming houses turnaround times varied from 2 days to 37 days For rooming house stock VT turnaround times ranged from 4 days to 46 days and for transitional housing the range was from 2 days to 23 days

Explanations provided to the Housing Registrar suggested that results are affected by various factors including delays occurring where nomination rights exist with partner agencies extended tenant selection processes in group housing situations as well as increased time taken to tenant new stock (for instance when new tenants are required to provide their current landlord with 28 days notice)

The slightly increased average for VUT turnaround time was explained primarily by the extensive upgrade and refurbishment program implemented for the rooming house stock lengthy maintenance requirements for some units in the past year and decisions in group housing to not tenant a unit due to issues with another existing tenant As for VT turnaround times there was a wide range of results reported by individual associations for different housing types

Whilst acknowledging the validity of these explanations provided by associations the Housing Registrar will be looking closely at 2010-11 figures reported and should such wide variance still exist will be conducting further analysis with associations to determine how this range can be reduced

Average turnaround time (days) by housing type 2009-10 (HAs)

70 Vacant untenantable Vacant tenantable 60

487 50 397

336 28040

196

30

20 191

160 13810 115

81

0 Long Rooming Total Transitional Total term house long term

Sector performance report 2009-10 15

Operating revenue Capital Expenditure Total operating revenue of the sector increased by 25 per The registered sector invested $370 million in housing cent to $145 million in 2009-10 This increase was mainly assets during 2009-10 of which associations contributed attributable to increases in rental revenue (due to the larger almost 95 per cent This capital expenditure was funded number of units let) and operating grants received by the through both capital grants and interest bearing debt registered sector

Capital Expenditure Total Operatingrevenue

400

2009shy102008shy09

1791666

3507

124 197

3704 HPs

150 350HPs HAs

HAs 300 Sector 120

250

90 200

150 60

100

5030

0

0

Households assisted During the year the registered sector assisted a total of 5 279 households1 to establish new housing tenancies 423 per cent of which were in long-term housing The number of households assisted was a 32 per cent increase on the previous yearrsquos result

new tenancies by housing type 2009-10 HAs HPs Sector

Long-term housing2 1 534 699 2 233Transitional housing 1 139 1 907 3 046Total 2 673 2 606 5 279

634

523

832

619

2008shy09 2009shy10

1 Number of households that were allocated housing during the year either to existing or newupgraded tenancy units

2 Long-term housing includes affordable housing rooming-houses and group housing

Sector performance report 2009-10 7

Sector Profile

This section provides a profile of the registered housing sector at 30 June 2010

Housing stock As at 30 June 2010 the registered sector had 14378 tenancy (rental) units under management Of these 531 per cent were managed by associations and 469 per cent by providers Associations owned a majority of their stock (681 per cent) In contrast to this providers managed most of their stock on behalf of the Director of Housing (895 per cent) another registered agency or other party (69 per cent)

Total tenancy units 30 June 2010 Associations Providers Sector

Owned 5 199 245 5 444 Managed - Government 2 255 6 036 8 291Managed - Other 181 462 643Managed - Total 2 436 6 498 8 934 Total tenancy units 7 635 6 743 14 378

Notes to table

bull Providers Managed - Other includes 392 units managed under the public housing program

bull Tenancy units managed by a registered agency on the behalf of another registered agency have been counted under Owned only

bull Tenancy units include all forms of long-term housing transitional and crisis housing

Long-term housing accounted for the largest proportion of stock in the registered sector and the majority of stock in the portfolios of both associations (778 per cent) and providers (582 per cent) The proportion of long-term housing decreased slightly from 73 per cent in 2008-09 to 689 per cent whilst the proportion of transitional housing rose from 25 per cent to 299 per cent The increase in transitional housing reflected the 1 179 transitional housing units added to the sector through three newly registered providers

Tenancy units by housing program 30 June 2010

12

689

299

Long term housing Transitional housing Crisis housing

Tenancy units by housing type 30 June 2010 Associations Providers Sector

Long term 5 986 3 926 9 912 Transitional 1 611 2 683 4 294 Crisis 38 134 172 Total 7 635 6 743 14 378

8

Just over three quarters of dwellings have two or three Tenants bedrooms with the proportions of each remaining stable from 2008-09 At 30 June 2010 there were 12 683 tenancies let

in the registered sector with 73 per cent in long-term housing (including rooming house) and 27 per cent inHousing stock by number of bedrooms 30 June 2010 transitional housing

415

347

14295

1 bedroom Tenancies by housing type 30 June 2010 2 bedroom

3 bedroom 4+ bedroom

The profile of rooming house stock has also remained

HAs HPs Sector

Long-term housing 5 663 3 597 9 260 Transitional housing 1 203 2 220 3 423 Total 6 866 5 817 12 683

Vacancy rates The vacancy rate for vacant tenantable3 stock at 30 June 2010 was 16 per cent for associations similar to the rate for 2008-09 of 17 per cent This compared to a vacancy rate for vacant untenantable4 stock of 42 per cent slightly reduced from 43 per cent in 2008-09 Maintenance required as a result of normal wear and tear or occasional tenant related damage and the rooming house upgrade program all contributed to the vacant untenantable stock figure

Vacancy rates 30 June 2010

stable from 2008-09 with most rooming houses containing 6 15 units Whilst the number of rooming house units has not changed the quality has improved greatly due to the extensive rooming house upgrade program that was boosted by over $99 million in funding from the Nation Building ndash Economic Stimulus Plan

rooming house stock by number of roomsunits 30 June 2010

6shy15 units 16shy30 units

8 Vacant untenantable

7

6

40

45 42

16 19 18

Vacant tenantable

Associations Providers Sector

713

186

116

Perc

enta

ge 5

4

3

2

1

0

31+ units

3 A vacant tenantable unit is one where the unit is ready to be occupied and any maintenance required to facilitate this has been completed

4 A unit is considered vacant untenantable where maintenance required to have it available for occupancy has been deferred or has not been completed or a decision has been taken for other legitimate reasons not to fill that unit

Sector performance report 2009-10 9

Staffing At 30 June 2010 there were 1125 staff employed in the registered sector This equated to 9785 full time equivalent (FTE) positions of which associations employed 415 per cent of the total and providers 585 per cent

During the year 381 additional staff members were recruited 462 per cent to newly created positions within the sector Associations created the majority of the new positions

Total staffing 30 June 2010 HAs HPs Sector

Staff 444 681 1 125 FTE 4105 5679 9785 Staff recruited 158 223 381 New positions created 101 75 176

The table below shows the growth in staff numbers in the registered sector for the past three years The increase reflects the overall growth in the housing portfolio of the sector and the expansion in the number of registered agencies

registered housing sector staff three year comparison

1200

681 HPs HAs1000

800

600

400

200

0

444

592

365

273

308

2007shy08 2008shy09 2009shy10

Board members As at 30 June 2010 there were 317 active board members in the registered housing sector with an average of nine board members per association and eight per provider

Board members 30 June 2010

73

244

HPs HAs

10

56

Sector performance

This section presents the results from the 2009-10 Key Performance Measures (KPM) data collection as reported by registered housing agencies The annual KPM data collection plays a key role in the monitoring of ongoing compliance and performance of registered housing agencies against Performance Standards Results reported by agencies provide a solid consistent base for identifying trends both within agencies and across the sector as a whole

The KPM data collection was first introduced for the 2006-07 financial year Data submitted by the nine registered housing associations in this yearrsquos collection has been presented in this section and compared to the performance of the associations across the four data collections undertaken to date5

Due to the large number of housing providers registered at the end of the 2009-10 financial year (31) detailed data on providers will not be presented although averages for this sector as a whole are reported as appropriate6

In line with the mission of the Housing Registrar to protect social housing assets and ensure quality services to tenants by regulating well governed well managed and financial viable rental housing agencies data in this section is presented according to these three key areas of regulation

For a complete list of the KPMs see Appendix 1

5 Data for the 2006-07 financial year is for seven associations only With the exception of KPM 1 (number of regular board meetings held) all 2006-07 averages are based on the KPM percentage figures

Wherever possible 2007-08 averages have been calculated from the raw data collected under the supporting data items for each KPM Where this supporting data was not requested the average for 2007-08 is calculated from the KPM percentage figure

All averages from 2008-09 onwards are calculated solely on the supporting data items

6 Due to the small number of providers registered at the end of the 2007-08 financial year (four) and the large diversity between these averages for previous data collections are only provided from 2008-09 for providers

Sector performance report 2009-10 11

WEllGOVErnEd

Data in the Governance and Management sections is presented for eight associations Two of the associations operate under one umbrella organisation and report jointly on governance and management These associations report against all other KPMs as individual organisations

Governance of the agency

Regular board meetings

Associations held 964 per cent of all scheduled regular board meetings in the year slightly down from 100 per cent in 2008-09 7 Most associations met monthly excluding January meetings Some associations met on a six-weekly basis

number of regular board meetings held 2009-10 (HAs)

12

11 11 11 11 11 10 101

9 9 8

8

6

4

2

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009

shy10 Average

The average number of regular board meetings held has remained broadly the same over the last four years A small drop from 106 in 2008-09 to 101 in 2009-10 reflects a lower number of meetings held rather than less meetings scheduled Meetings do not take place when a quorum is not achieved or are cancelled in December or January due to the other commitments of board members at that time of year

number of regular board meetings held four year trend (HAs)

12

10 106 10110 10

8

6

4

2

0

2006shy07 2007shy08 2008shy09 2009shy10

In addition to regular board meetings associations have an active sub-committee structure On average association boards had three sub-committees that met 46 times Providers reported similar arrangements with an average of three sub-committees that met 5 times

2006-07 and 2007-08 data is not comparable as this requested the total number of meetings held

7

12

70

80

90

100 40

30 835 835

727 20775

744 739734 10

Board member participation Board member participation rate four year trend (HAs)

Regular board meetings were well attended with the average board member participation rate for associations stable at 100

775 per cent from 777 per cent in 2008-09 a slightly lower 90

result to that recorded in 2007-08 (836 per cent) 80 836 777 775

70 719 Board member participation rate 2009-10 (HAs)

Perc

enta

ge

60

50

Perc

enta

ge

955

60 626

50

40

30

20

10

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009

shy10 Average

0

2006shy07 2007shy08 2008shy09 2009shy10

Providers also reported good results for governance measures with 971 per cent of scheduled regular meetings held similar to 967 per cent in 2008-09 Of the 31 registered providers 28 held all scheduled meetings Each provider conducted an average of ten meetings during the year (unchanged from the previous year)

The board member participation rate for providers for 2009-10 increased slightly to 806 per cent from 789 per cent in 2008-09

Achievement of quorums and participation rates are primarily affected by illness travel and other commitments of board members resulting in non-attendance

Sector performance report 2009-10 13

0

10

20

30

30

WEll MAnAGEd

Management of the agency

Staff turnover

Staff turnover in associations ranged between 0 per cent and 231 per cent with an average of 138 per cent comparable to 128 per cent in 2008-09

Staff turnover 2009-10 (HAs)

Despite individual association turnover results showing decreases from previous years the average staff turnover increased slightly from 2008-09 due to an increase in turnover of long-term housing staff

By program a far greater proportion of transitionalcrisis staff left compared to other association staff although overall this figure decreased slightly from 2008-09 Traditionally turnover in the transitional housing program has been higher due to the often more intense nature of the work and a younger profile of staff who may move on after gaining experience in this program

Staff turnover by program three year trend (HAs)

00 00

92

231

206

Perc

enta

ge

169 153

138

24

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009 shy10

Average

Two associations recorded a staff turnover above 20 per cent Of these one association reported the figure to be higher than normal and does not expect the trend to continue The second has finalised a new structure and shown an improvement from previous years The Housing Registrar expects this reduction in turnover to continue as the organisation consolidates its operations

Staff turnover four year trend (HAs)

0

10

20

30

196 209

227

124 106

207

138128

211

Total Transitionalcrisis Excluding transitionalcrisis

Perc

enta

ge

2007shy08 2008shy09 2009shy10

Providers recorded an average staff turnover rate of 218 per cent in 2009-10 compared with 139 per cent in 2008-09 By work areas the transitional housing program recorded turnover of 191 per cent with the figure for all other areas at 240 per cent Whilst some turnover is expected and can be positive the rate for providers reported in the 2010-11 KPM data collection will be examined by the Housing Registrar and if the trend upwards has continued further analysis of factors contributing to this trend will occur

2006shy07 2007shy08 2008shy09 2009shy10

211

Perc

enta

ge 20

10

0

180

128 138

14

Tenancy management

Turnaround time

Average vacant tenantable (VT)8 turnaround time for associations was 138 days slightly down from 2008-09 at 145 days Average vacant untenantable (VUT)9 turnaround time increased to 336 days from 207 in 2008-0910

Average turnaround time (days) 2009-10 (HAs)

70 Vacant untenantable

61 60 52 Vacant tenantable

28 50

336

40 20

10 30 20

29 25 15 25

20 19

13810 12 6 119 5 62

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 Average

Average turnaround time (days) 2009-10 (HAs)

70 Vacant untenantable Vacant tenantable 60

50 336

40

207 30

20

172 145 13810 110

0

2006shy07 2007shy08 2008shy09 2009shy10

8 A vacant tenantable unit is one where maintenance has been completed and the unit is ready to be occupied

9 A unit is considered vacant untenantable where maintenance has been deferred or has not been completed

10 VUT turnaround time was not included in the data collections for 2006-07 and 2007-08

Whilst the average result for VT turnaround time shows a small improvement results reported by individual associations for different housing types indicated a wide range of performance For long-term housing stock excluding rooming houses turnaround times varied from 2 days to 37 days For rooming house stock VT turnaround times ranged from 4 days to 46 days and for transitional housing the range was from 2 days to 23 days

Explanations provided to the Housing Registrar suggested that results are affected by various factors including delays occurring where nomination rights exist with partner agencies extended tenant selection processes in group housing situations as well as increased time taken to tenant new stock (for instance when new tenants are required to provide their current landlord with 28 days notice)

The slightly increased average for VUT turnaround time was explained primarily by the extensive upgrade and refurbishment program implemented for the rooming house stock lengthy maintenance requirements for some units in the past year and decisions in group housing to not tenant a unit due to issues with another existing tenant As for VT turnaround times there was a wide range of results reported by individual associations for different housing types

Whilst acknowledging the validity of these explanations provided by associations the Housing Registrar will be looking closely at 2010-11 figures reported and should such wide variance still exist will be conducting further analysis with associations to determine how this range can be reduced

Average turnaround time (days) by housing type 2009-10 (HAs)

70 Vacant untenantable Vacant tenantable 60

487 50 397

336 28040

196

30

20 191

160 13810 115

81

0 Long Rooming Total Transitional Total term house long term

Sector performance report 2009-10 15

Sector Profile

This section provides a profile of the registered housing sector at 30 June 2010

Housing stock As at 30 June 2010 the registered sector had 14378 tenancy (rental) units under management Of these 531 per cent were managed by associations and 469 per cent by providers Associations owned a majority of their stock (681 per cent) In contrast to this providers managed most of their stock on behalf of the Director of Housing (895 per cent) another registered agency or other party (69 per cent)

Total tenancy units 30 June 2010 Associations Providers Sector

Owned 5 199 245 5 444 Managed - Government 2 255 6 036 8 291Managed - Other 181 462 643Managed - Total 2 436 6 498 8 934 Total tenancy units 7 635 6 743 14 378

Notes to table

bull Providers Managed - Other includes 392 units managed under the public housing program

bull Tenancy units managed by a registered agency on the behalf of another registered agency have been counted under Owned only

bull Tenancy units include all forms of long-term housing transitional and crisis housing

Long-term housing accounted for the largest proportion of stock in the registered sector and the majority of stock in the portfolios of both associations (778 per cent) and providers (582 per cent) The proportion of long-term housing decreased slightly from 73 per cent in 2008-09 to 689 per cent whilst the proportion of transitional housing rose from 25 per cent to 299 per cent The increase in transitional housing reflected the 1 179 transitional housing units added to the sector through three newly registered providers

Tenancy units by housing program 30 June 2010

12

689

299

Long term housing Transitional housing Crisis housing

Tenancy units by housing type 30 June 2010 Associations Providers Sector

Long term 5 986 3 926 9 912 Transitional 1 611 2 683 4 294 Crisis 38 134 172 Total 7 635 6 743 14 378

8

Just over three quarters of dwellings have two or three Tenants bedrooms with the proportions of each remaining stable from 2008-09 At 30 June 2010 there were 12 683 tenancies let

in the registered sector with 73 per cent in long-term housing (including rooming house) and 27 per cent inHousing stock by number of bedrooms 30 June 2010 transitional housing

415

347

14295

1 bedroom Tenancies by housing type 30 June 2010 2 bedroom

3 bedroom 4+ bedroom

The profile of rooming house stock has also remained

HAs HPs Sector

Long-term housing 5 663 3 597 9 260 Transitional housing 1 203 2 220 3 423 Total 6 866 5 817 12 683

Vacancy rates The vacancy rate for vacant tenantable3 stock at 30 June 2010 was 16 per cent for associations similar to the rate for 2008-09 of 17 per cent This compared to a vacancy rate for vacant untenantable4 stock of 42 per cent slightly reduced from 43 per cent in 2008-09 Maintenance required as a result of normal wear and tear or occasional tenant related damage and the rooming house upgrade program all contributed to the vacant untenantable stock figure

Vacancy rates 30 June 2010

stable from 2008-09 with most rooming houses containing 6 15 units Whilst the number of rooming house units has not changed the quality has improved greatly due to the extensive rooming house upgrade program that was boosted by over $99 million in funding from the Nation Building ndash Economic Stimulus Plan

rooming house stock by number of roomsunits 30 June 2010

6shy15 units 16shy30 units

8 Vacant untenantable

7

6

40

45 42

16 19 18

Vacant tenantable

Associations Providers Sector

713

186

116

Perc

enta

ge 5

4

3

2

1

0

31+ units

3 A vacant tenantable unit is one where the unit is ready to be occupied and any maintenance required to facilitate this has been completed

4 A unit is considered vacant untenantable where maintenance required to have it available for occupancy has been deferred or has not been completed or a decision has been taken for other legitimate reasons not to fill that unit

Sector performance report 2009-10 9

Staffing At 30 June 2010 there were 1125 staff employed in the registered sector This equated to 9785 full time equivalent (FTE) positions of which associations employed 415 per cent of the total and providers 585 per cent

During the year 381 additional staff members were recruited 462 per cent to newly created positions within the sector Associations created the majority of the new positions

Total staffing 30 June 2010 HAs HPs Sector

Staff 444 681 1 125 FTE 4105 5679 9785 Staff recruited 158 223 381 New positions created 101 75 176

The table below shows the growth in staff numbers in the registered sector for the past three years The increase reflects the overall growth in the housing portfolio of the sector and the expansion in the number of registered agencies

registered housing sector staff three year comparison

1200

681 HPs HAs1000

800

600

400

200

0

444

592

365

273

308

2007shy08 2008shy09 2009shy10

Board members As at 30 June 2010 there were 317 active board members in the registered housing sector with an average of nine board members per association and eight per provider

Board members 30 June 2010

73

244

HPs HAs

10

56

Sector performance

This section presents the results from the 2009-10 Key Performance Measures (KPM) data collection as reported by registered housing agencies The annual KPM data collection plays a key role in the monitoring of ongoing compliance and performance of registered housing agencies against Performance Standards Results reported by agencies provide a solid consistent base for identifying trends both within agencies and across the sector as a whole

The KPM data collection was first introduced for the 2006-07 financial year Data submitted by the nine registered housing associations in this yearrsquos collection has been presented in this section and compared to the performance of the associations across the four data collections undertaken to date5

Due to the large number of housing providers registered at the end of the 2009-10 financial year (31) detailed data on providers will not be presented although averages for this sector as a whole are reported as appropriate6

In line with the mission of the Housing Registrar to protect social housing assets and ensure quality services to tenants by regulating well governed well managed and financial viable rental housing agencies data in this section is presented according to these three key areas of regulation

For a complete list of the KPMs see Appendix 1

5 Data for the 2006-07 financial year is for seven associations only With the exception of KPM 1 (number of regular board meetings held) all 2006-07 averages are based on the KPM percentage figures

Wherever possible 2007-08 averages have been calculated from the raw data collected under the supporting data items for each KPM Where this supporting data was not requested the average for 2007-08 is calculated from the KPM percentage figure

All averages from 2008-09 onwards are calculated solely on the supporting data items

6 Due to the small number of providers registered at the end of the 2007-08 financial year (four) and the large diversity between these averages for previous data collections are only provided from 2008-09 for providers

Sector performance report 2009-10 11

WEllGOVErnEd

Data in the Governance and Management sections is presented for eight associations Two of the associations operate under one umbrella organisation and report jointly on governance and management These associations report against all other KPMs as individual organisations

Governance of the agency

Regular board meetings

Associations held 964 per cent of all scheduled regular board meetings in the year slightly down from 100 per cent in 2008-09 7 Most associations met monthly excluding January meetings Some associations met on a six-weekly basis

number of regular board meetings held 2009-10 (HAs)

12

11 11 11 11 11 10 101

9 9 8

8

6

4

2

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009

shy10 Average

The average number of regular board meetings held has remained broadly the same over the last four years A small drop from 106 in 2008-09 to 101 in 2009-10 reflects a lower number of meetings held rather than less meetings scheduled Meetings do not take place when a quorum is not achieved or are cancelled in December or January due to the other commitments of board members at that time of year

number of regular board meetings held four year trend (HAs)

12

10 106 10110 10

8

6

4

2

0

2006shy07 2007shy08 2008shy09 2009shy10

In addition to regular board meetings associations have an active sub-committee structure On average association boards had three sub-committees that met 46 times Providers reported similar arrangements with an average of three sub-committees that met 5 times

2006-07 and 2007-08 data is not comparable as this requested the total number of meetings held

7

12

70

80

90

100 40

30 835 835

727 20775

744 739734 10

Board member participation Board member participation rate four year trend (HAs)

Regular board meetings were well attended with the average board member participation rate for associations stable at 100

775 per cent from 777 per cent in 2008-09 a slightly lower 90

result to that recorded in 2007-08 (836 per cent) 80 836 777 775

70 719 Board member participation rate 2009-10 (HAs)

Perc

enta

ge

60

50

Perc

enta

ge

955

60 626

50

40

30

20

10

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009

shy10 Average

0

2006shy07 2007shy08 2008shy09 2009shy10

Providers also reported good results for governance measures with 971 per cent of scheduled regular meetings held similar to 967 per cent in 2008-09 Of the 31 registered providers 28 held all scheduled meetings Each provider conducted an average of ten meetings during the year (unchanged from the previous year)

The board member participation rate for providers for 2009-10 increased slightly to 806 per cent from 789 per cent in 2008-09

Achievement of quorums and participation rates are primarily affected by illness travel and other commitments of board members resulting in non-attendance

Sector performance report 2009-10 13

0

10

20

30

30

WEll MAnAGEd

Management of the agency

Staff turnover

Staff turnover in associations ranged between 0 per cent and 231 per cent with an average of 138 per cent comparable to 128 per cent in 2008-09

Staff turnover 2009-10 (HAs)

Despite individual association turnover results showing decreases from previous years the average staff turnover increased slightly from 2008-09 due to an increase in turnover of long-term housing staff

By program a far greater proportion of transitionalcrisis staff left compared to other association staff although overall this figure decreased slightly from 2008-09 Traditionally turnover in the transitional housing program has been higher due to the often more intense nature of the work and a younger profile of staff who may move on after gaining experience in this program

Staff turnover by program three year trend (HAs)

00 00

92

231

206

Perc

enta

ge

169 153

138

24

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009 shy10

Average

Two associations recorded a staff turnover above 20 per cent Of these one association reported the figure to be higher than normal and does not expect the trend to continue The second has finalised a new structure and shown an improvement from previous years The Housing Registrar expects this reduction in turnover to continue as the organisation consolidates its operations

Staff turnover four year trend (HAs)

0

10

20

30

196 209

227

124 106

207

138128

211

Total Transitionalcrisis Excluding transitionalcrisis

Perc

enta

ge

2007shy08 2008shy09 2009shy10

Providers recorded an average staff turnover rate of 218 per cent in 2009-10 compared with 139 per cent in 2008-09 By work areas the transitional housing program recorded turnover of 191 per cent with the figure for all other areas at 240 per cent Whilst some turnover is expected and can be positive the rate for providers reported in the 2010-11 KPM data collection will be examined by the Housing Registrar and if the trend upwards has continued further analysis of factors contributing to this trend will occur

2006shy07 2007shy08 2008shy09 2009shy10

211

Perc

enta

ge 20

10

0

180

128 138

14

Tenancy management

Turnaround time

Average vacant tenantable (VT)8 turnaround time for associations was 138 days slightly down from 2008-09 at 145 days Average vacant untenantable (VUT)9 turnaround time increased to 336 days from 207 in 2008-0910

Average turnaround time (days) 2009-10 (HAs)

70 Vacant untenantable

61 60 52 Vacant tenantable

28 50

336

40 20

10 30 20

29 25 15 25

20 19

13810 12 6 119 5 62

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 Average

Average turnaround time (days) 2009-10 (HAs)

70 Vacant untenantable Vacant tenantable 60

50 336

40

207 30

20

172 145 13810 110

0

2006shy07 2007shy08 2008shy09 2009shy10

8 A vacant tenantable unit is one where maintenance has been completed and the unit is ready to be occupied

9 A unit is considered vacant untenantable where maintenance has been deferred or has not been completed

10 VUT turnaround time was not included in the data collections for 2006-07 and 2007-08

Whilst the average result for VT turnaround time shows a small improvement results reported by individual associations for different housing types indicated a wide range of performance For long-term housing stock excluding rooming houses turnaround times varied from 2 days to 37 days For rooming house stock VT turnaround times ranged from 4 days to 46 days and for transitional housing the range was from 2 days to 23 days

Explanations provided to the Housing Registrar suggested that results are affected by various factors including delays occurring where nomination rights exist with partner agencies extended tenant selection processes in group housing situations as well as increased time taken to tenant new stock (for instance when new tenants are required to provide their current landlord with 28 days notice)

The slightly increased average for VUT turnaround time was explained primarily by the extensive upgrade and refurbishment program implemented for the rooming house stock lengthy maintenance requirements for some units in the past year and decisions in group housing to not tenant a unit due to issues with another existing tenant As for VT turnaround times there was a wide range of results reported by individual associations for different housing types

Whilst acknowledging the validity of these explanations provided by associations the Housing Registrar will be looking closely at 2010-11 figures reported and should such wide variance still exist will be conducting further analysis with associations to determine how this range can be reduced

Average turnaround time (days) by housing type 2009-10 (HAs)

70 Vacant untenantable Vacant tenantable 60

487 50 397

336 28040

196

30

20 191

160 13810 115

81

0 Long Rooming Total Transitional Total term house long term

Sector performance report 2009-10 15

Just over three quarters of dwellings have two or three Tenants bedrooms with the proportions of each remaining stable from 2008-09 At 30 June 2010 there were 12 683 tenancies let

in the registered sector with 73 per cent in long-term housing (including rooming house) and 27 per cent inHousing stock by number of bedrooms 30 June 2010 transitional housing

415

347

14295

1 bedroom Tenancies by housing type 30 June 2010 2 bedroom

3 bedroom 4+ bedroom

The profile of rooming house stock has also remained

HAs HPs Sector

Long-term housing 5 663 3 597 9 260 Transitional housing 1 203 2 220 3 423 Total 6 866 5 817 12 683

Vacancy rates The vacancy rate for vacant tenantable3 stock at 30 June 2010 was 16 per cent for associations similar to the rate for 2008-09 of 17 per cent This compared to a vacancy rate for vacant untenantable4 stock of 42 per cent slightly reduced from 43 per cent in 2008-09 Maintenance required as a result of normal wear and tear or occasional tenant related damage and the rooming house upgrade program all contributed to the vacant untenantable stock figure

Vacancy rates 30 June 2010

stable from 2008-09 with most rooming houses containing 6 15 units Whilst the number of rooming house units has not changed the quality has improved greatly due to the extensive rooming house upgrade program that was boosted by over $99 million in funding from the Nation Building ndash Economic Stimulus Plan

rooming house stock by number of roomsunits 30 June 2010

6shy15 units 16shy30 units

8 Vacant untenantable

7

6

40

45 42

16 19 18

Vacant tenantable

Associations Providers Sector

713

186

116

Perc

enta

ge 5

4

3

2

1

0

31+ units

3 A vacant tenantable unit is one where the unit is ready to be occupied and any maintenance required to facilitate this has been completed

4 A unit is considered vacant untenantable where maintenance required to have it available for occupancy has been deferred or has not been completed or a decision has been taken for other legitimate reasons not to fill that unit

Sector performance report 2009-10 9

Staffing At 30 June 2010 there were 1125 staff employed in the registered sector This equated to 9785 full time equivalent (FTE) positions of which associations employed 415 per cent of the total and providers 585 per cent

During the year 381 additional staff members were recruited 462 per cent to newly created positions within the sector Associations created the majority of the new positions

Total staffing 30 June 2010 HAs HPs Sector

Staff 444 681 1 125 FTE 4105 5679 9785 Staff recruited 158 223 381 New positions created 101 75 176

The table below shows the growth in staff numbers in the registered sector for the past three years The increase reflects the overall growth in the housing portfolio of the sector and the expansion in the number of registered agencies

registered housing sector staff three year comparison

1200

681 HPs HAs1000

800

600

400

200

0

444

592

365

273

308

2007shy08 2008shy09 2009shy10

Board members As at 30 June 2010 there were 317 active board members in the registered housing sector with an average of nine board members per association and eight per provider

Board members 30 June 2010

73

244

HPs HAs

10

56

Sector performance

This section presents the results from the 2009-10 Key Performance Measures (KPM) data collection as reported by registered housing agencies The annual KPM data collection plays a key role in the monitoring of ongoing compliance and performance of registered housing agencies against Performance Standards Results reported by agencies provide a solid consistent base for identifying trends both within agencies and across the sector as a whole

The KPM data collection was first introduced for the 2006-07 financial year Data submitted by the nine registered housing associations in this yearrsquos collection has been presented in this section and compared to the performance of the associations across the four data collections undertaken to date5

Due to the large number of housing providers registered at the end of the 2009-10 financial year (31) detailed data on providers will not be presented although averages for this sector as a whole are reported as appropriate6

In line with the mission of the Housing Registrar to protect social housing assets and ensure quality services to tenants by regulating well governed well managed and financial viable rental housing agencies data in this section is presented according to these three key areas of regulation

For a complete list of the KPMs see Appendix 1

5 Data for the 2006-07 financial year is for seven associations only With the exception of KPM 1 (number of regular board meetings held) all 2006-07 averages are based on the KPM percentage figures

Wherever possible 2007-08 averages have been calculated from the raw data collected under the supporting data items for each KPM Where this supporting data was not requested the average for 2007-08 is calculated from the KPM percentage figure

All averages from 2008-09 onwards are calculated solely on the supporting data items

6 Due to the small number of providers registered at the end of the 2007-08 financial year (four) and the large diversity between these averages for previous data collections are only provided from 2008-09 for providers

Sector performance report 2009-10 11

WEllGOVErnEd

Data in the Governance and Management sections is presented for eight associations Two of the associations operate under one umbrella organisation and report jointly on governance and management These associations report against all other KPMs as individual organisations

Governance of the agency

Regular board meetings

Associations held 964 per cent of all scheduled regular board meetings in the year slightly down from 100 per cent in 2008-09 7 Most associations met monthly excluding January meetings Some associations met on a six-weekly basis

number of regular board meetings held 2009-10 (HAs)

12

11 11 11 11 11 10 101

9 9 8

8

6

4

2

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009

shy10 Average

The average number of regular board meetings held has remained broadly the same over the last four years A small drop from 106 in 2008-09 to 101 in 2009-10 reflects a lower number of meetings held rather than less meetings scheduled Meetings do not take place when a quorum is not achieved or are cancelled in December or January due to the other commitments of board members at that time of year

number of regular board meetings held four year trend (HAs)

12

10 106 10110 10

8

6

4

2

0

2006shy07 2007shy08 2008shy09 2009shy10

In addition to regular board meetings associations have an active sub-committee structure On average association boards had three sub-committees that met 46 times Providers reported similar arrangements with an average of three sub-committees that met 5 times

2006-07 and 2007-08 data is not comparable as this requested the total number of meetings held

7

12

70

80

90

100 40

30 835 835

727 20775

744 739734 10

Board member participation Board member participation rate four year trend (HAs)

Regular board meetings were well attended with the average board member participation rate for associations stable at 100

775 per cent from 777 per cent in 2008-09 a slightly lower 90

result to that recorded in 2007-08 (836 per cent) 80 836 777 775

70 719 Board member participation rate 2009-10 (HAs)

Perc

enta

ge

60

50

Perc

enta

ge

955

60 626

50

40

30

20

10

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009

shy10 Average

0

2006shy07 2007shy08 2008shy09 2009shy10

Providers also reported good results for governance measures with 971 per cent of scheduled regular meetings held similar to 967 per cent in 2008-09 Of the 31 registered providers 28 held all scheduled meetings Each provider conducted an average of ten meetings during the year (unchanged from the previous year)

The board member participation rate for providers for 2009-10 increased slightly to 806 per cent from 789 per cent in 2008-09

Achievement of quorums and participation rates are primarily affected by illness travel and other commitments of board members resulting in non-attendance

Sector performance report 2009-10 13

0

10

20

30

30

WEll MAnAGEd

Management of the agency

Staff turnover

Staff turnover in associations ranged between 0 per cent and 231 per cent with an average of 138 per cent comparable to 128 per cent in 2008-09

Staff turnover 2009-10 (HAs)

Despite individual association turnover results showing decreases from previous years the average staff turnover increased slightly from 2008-09 due to an increase in turnover of long-term housing staff

By program a far greater proportion of transitionalcrisis staff left compared to other association staff although overall this figure decreased slightly from 2008-09 Traditionally turnover in the transitional housing program has been higher due to the often more intense nature of the work and a younger profile of staff who may move on after gaining experience in this program

Staff turnover by program three year trend (HAs)

00 00

92

231

206

Perc

enta

ge

169 153

138

24

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009 shy10

Average

Two associations recorded a staff turnover above 20 per cent Of these one association reported the figure to be higher than normal and does not expect the trend to continue The second has finalised a new structure and shown an improvement from previous years The Housing Registrar expects this reduction in turnover to continue as the organisation consolidates its operations

Staff turnover four year trend (HAs)

0

10

20

30

196 209

227

124 106

207

138128

211

Total Transitionalcrisis Excluding transitionalcrisis

Perc

enta

ge

2007shy08 2008shy09 2009shy10

Providers recorded an average staff turnover rate of 218 per cent in 2009-10 compared with 139 per cent in 2008-09 By work areas the transitional housing program recorded turnover of 191 per cent with the figure for all other areas at 240 per cent Whilst some turnover is expected and can be positive the rate for providers reported in the 2010-11 KPM data collection will be examined by the Housing Registrar and if the trend upwards has continued further analysis of factors contributing to this trend will occur

2006shy07 2007shy08 2008shy09 2009shy10

211

Perc

enta

ge 20

10

0

180

128 138

14

Tenancy management

Turnaround time

Average vacant tenantable (VT)8 turnaround time for associations was 138 days slightly down from 2008-09 at 145 days Average vacant untenantable (VUT)9 turnaround time increased to 336 days from 207 in 2008-0910

Average turnaround time (days) 2009-10 (HAs)

70 Vacant untenantable

61 60 52 Vacant tenantable

28 50

336

40 20

10 30 20

29 25 15 25

20 19

13810 12 6 119 5 62

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 Average

Average turnaround time (days) 2009-10 (HAs)

70 Vacant untenantable Vacant tenantable 60

50 336

40

207 30

20

172 145 13810 110

0

2006shy07 2007shy08 2008shy09 2009shy10

8 A vacant tenantable unit is one where maintenance has been completed and the unit is ready to be occupied

9 A unit is considered vacant untenantable where maintenance has been deferred or has not been completed

10 VUT turnaround time was not included in the data collections for 2006-07 and 2007-08

Whilst the average result for VT turnaround time shows a small improvement results reported by individual associations for different housing types indicated a wide range of performance For long-term housing stock excluding rooming houses turnaround times varied from 2 days to 37 days For rooming house stock VT turnaround times ranged from 4 days to 46 days and for transitional housing the range was from 2 days to 23 days

Explanations provided to the Housing Registrar suggested that results are affected by various factors including delays occurring where nomination rights exist with partner agencies extended tenant selection processes in group housing situations as well as increased time taken to tenant new stock (for instance when new tenants are required to provide their current landlord with 28 days notice)

The slightly increased average for VUT turnaround time was explained primarily by the extensive upgrade and refurbishment program implemented for the rooming house stock lengthy maintenance requirements for some units in the past year and decisions in group housing to not tenant a unit due to issues with another existing tenant As for VT turnaround times there was a wide range of results reported by individual associations for different housing types

Whilst acknowledging the validity of these explanations provided by associations the Housing Registrar will be looking closely at 2010-11 figures reported and should such wide variance still exist will be conducting further analysis with associations to determine how this range can be reduced

Average turnaround time (days) by housing type 2009-10 (HAs)

70 Vacant untenantable Vacant tenantable 60

487 50 397

336 28040

196

30

20 191

160 13810 115

81

0 Long Rooming Total Transitional Total term house long term

Sector performance report 2009-10 15

Staffing At 30 June 2010 there were 1125 staff employed in the registered sector This equated to 9785 full time equivalent (FTE) positions of which associations employed 415 per cent of the total and providers 585 per cent

During the year 381 additional staff members were recruited 462 per cent to newly created positions within the sector Associations created the majority of the new positions

Total staffing 30 June 2010 HAs HPs Sector

Staff 444 681 1 125 FTE 4105 5679 9785 Staff recruited 158 223 381 New positions created 101 75 176

The table below shows the growth in staff numbers in the registered sector for the past three years The increase reflects the overall growth in the housing portfolio of the sector and the expansion in the number of registered agencies

registered housing sector staff three year comparison

1200

681 HPs HAs1000

800

600

400

200

0

444

592

365

273

308

2007shy08 2008shy09 2009shy10

Board members As at 30 June 2010 there were 317 active board members in the registered housing sector with an average of nine board members per association and eight per provider

Board members 30 June 2010

73

244

HPs HAs

10

56

Sector performance

This section presents the results from the 2009-10 Key Performance Measures (KPM) data collection as reported by registered housing agencies The annual KPM data collection plays a key role in the monitoring of ongoing compliance and performance of registered housing agencies against Performance Standards Results reported by agencies provide a solid consistent base for identifying trends both within agencies and across the sector as a whole

The KPM data collection was first introduced for the 2006-07 financial year Data submitted by the nine registered housing associations in this yearrsquos collection has been presented in this section and compared to the performance of the associations across the four data collections undertaken to date5

Due to the large number of housing providers registered at the end of the 2009-10 financial year (31) detailed data on providers will not be presented although averages for this sector as a whole are reported as appropriate6

In line with the mission of the Housing Registrar to protect social housing assets and ensure quality services to tenants by regulating well governed well managed and financial viable rental housing agencies data in this section is presented according to these three key areas of regulation

For a complete list of the KPMs see Appendix 1

5 Data for the 2006-07 financial year is for seven associations only With the exception of KPM 1 (number of regular board meetings held) all 2006-07 averages are based on the KPM percentage figures

Wherever possible 2007-08 averages have been calculated from the raw data collected under the supporting data items for each KPM Where this supporting data was not requested the average for 2007-08 is calculated from the KPM percentage figure

All averages from 2008-09 onwards are calculated solely on the supporting data items

6 Due to the small number of providers registered at the end of the 2007-08 financial year (four) and the large diversity between these averages for previous data collections are only provided from 2008-09 for providers

Sector performance report 2009-10 11

WEllGOVErnEd

Data in the Governance and Management sections is presented for eight associations Two of the associations operate under one umbrella organisation and report jointly on governance and management These associations report against all other KPMs as individual organisations

Governance of the agency

Regular board meetings

Associations held 964 per cent of all scheduled regular board meetings in the year slightly down from 100 per cent in 2008-09 7 Most associations met monthly excluding January meetings Some associations met on a six-weekly basis

number of regular board meetings held 2009-10 (HAs)

12

11 11 11 11 11 10 101

9 9 8

8

6

4

2

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009

shy10 Average

The average number of regular board meetings held has remained broadly the same over the last four years A small drop from 106 in 2008-09 to 101 in 2009-10 reflects a lower number of meetings held rather than less meetings scheduled Meetings do not take place when a quorum is not achieved or are cancelled in December or January due to the other commitments of board members at that time of year

number of regular board meetings held four year trend (HAs)

12

10 106 10110 10

8

6

4

2

0

2006shy07 2007shy08 2008shy09 2009shy10

In addition to regular board meetings associations have an active sub-committee structure On average association boards had three sub-committees that met 46 times Providers reported similar arrangements with an average of three sub-committees that met 5 times

2006-07 and 2007-08 data is not comparable as this requested the total number of meetings held

7

12

70

80

90

100 40

30 835 835

727 20775

744 739734 10

Board member participation Board member participation rate four year trend (HAs)

Regular board meetings were well attended with the average board member participation rate for associations stable at 100

775 per cent from 777 per cent in 2008-09 a slightly lower 90

result to that recorded in 2007-08 (836 per cent) 80 836 777 775

70 719 Board member participation rate 2009-10 (HAs)

Perc

enta

ge

60

50

Perc

enta

ge

955

60 626

50

40

30

20

10

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009

shy10 Average

0

2006shy07 2007shy08 2008shy09 2009shy10

Providers also reported good results for governance measures with 971 per cent of scheduled regular meetings held similar to 967 per cent in 2008-09 Of the 31 registered providers 28 held all scheduled meetings Each provider conducted an average of ten meetings during the year (unchanged from the previous year)

The board member participation rate for providers for 2009-10 increased slightly to 806 per cent from 789 per cent in 2008-09

Achievement of quorums and participation rates are primarily affected by illness travel and other commitments of board members resulting in non-attendance

Sector performance report 2009-10 13

0

10

20

30

30

WEll MAnAGEd

Management of the agency

Staff turnover

Staff turnover in associations ranged between 0 per cent and 231 per cent with an average of 138 per cent comparable to 128 per cent in 2008-09

Staff turnover 2009-10 (HAs)

Despite individual association turnover results showing decreases from previous years the average staff turnover increased slightly from 2008-09 due to an increase in turnover of long-term housing staff

By program a far greater proportion of transitionalcrisis staff left compared to other association staff although overall this figure decreased slightly from 2008-09 Traditionally turnover in the transitional housing program has been higher due to the often more intense nature of the work and a younger profile of staff who may move on after gaining experience in this program

Staff turnover by program three year trend (HAs)

00 00

92

231

206

Perc

enta

ge

169 153

138

24

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009 shy10

Average

Two associations recorded a staff turnover above 20 per cent Of these one association reported the figure to be higher than normal and does not expect the trend to continue The second has finalised a new structure and shown an improvement from previous years The Housing Registrar expects this reduction in turnover to continue as the organisation consolidates its operations

Staff turnover four year trend (HAs)

0

10

20

30

196 209

227

124 106

207

138128

211

Total Transitionalcrisis Excluding transitionalcrisis

Perc

enta

ge

2007shy08 2008shy09 2009shy10

Providers recorded an average staff turnover rate of 218 per cent in 2009-10 compared with 139 per cent in 2008-09 By work areas the transitional housing program recorded turnover of 191 per cent with the figure for all other areas at 240 per cent Whilst some turnover is expected and can be positive the rate for providers reported in the 2010-11 KPM data collection will be examined by the Housing Registrar and if the trend upwards has continued further analysis of factors contributing to this trend will occur

2006shy07 2007shy08 2008shy09 2009shy10

211

Perc

enta

ge 20

10

0

180

128 138

14

Tenancy management

Turnaround time

Average vacant tenantable (VT)8 turnaround time for associations was 138 days slightly down from 2008-09 at 145 days Average vacant untenantable (VUT)9 turnaround time increased to 336 days from 207 in 2008-0910

Average turnaround time (days) 2009-10 (HAs)

70 Vacant untenantable

61 60 52 Vacant tenantable

28 50

336

40 20

10 30 20

29 25 15 25

20 19

13810 12 6 119 5 62

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 Average

Average turnaround time (days) 2009-10 (HAs)

70 Vacant untenantable Vacant tenantable 60

50 336

40

207 30

20

172 145 13810 110

0

2006shy07 2007shy08 2008shy09 2009shy10

8 A vacant tenantable unit is one where maintenance has been completed and the unit is ready to be occupied

9 A unit is considered vacant untenantable where maintenance has been deferred or has not been completed

10 VUT turnaround time was not included in the data collections for 2006-07 and 2007-08

Whilst the average result for VT turnaround time shows a small improvement results reported by individual associations for different housing types indicated a wide range of performance For long-term housing stock excluding rooming houses turnaround times varied from 2 days to 37 days For rooming house stock VT turnaround times ranged from 4 days to 46 days and for transitional housing the range was from 2 days to 23 days

Explanations provided to the Housing Registrar suggested that results are affected by various factors including delays occurring where nomination rights exist with partner agencies extended tenant selection processes in group housing situations as well as increased time taken to tenant new stock (for instance when new tenants are required to provide their current landlord with 28 days notice)

The slightly increased average for VUT turnaround time was explained primarily by the extensive upgrade and refurbishment program implemented for the rooming house stock lengthy maintenance requirements for some units in the past year and decisions in group housing to not tenant a unit due to issues with another existing tenant As for VT turnaround times there was a wide range of results reported by individual associations for different housing types

Whilst acknowledging the validity of these explanations provided by associations the Housing Registrar will be looking closely at 2010-11 figures reported and should such wide variance still exist will be conducting further analysis with associations to determine how this range can be reduced

Average turnaround time (days) by housing type 2009-10 (HAs)

70 Vacant untenantable Vacant tenantable 60

487 50 397

336 28040

196

30

20 191

160 13810 115

81

0 Long Rooming Total Transitional Total term house long term

Sector performance report 2009-10 15

56

Sector performance

This section presents the results from the 2009-10 Key Performance Measures (KPM) data collection as reported by registered housing agencies The annual KPM data collection plays a key role in the monitoring of ongoing compliance and performance of registered housing agencies against Performance Standards Results reported by agencies provide a solid consistent base for identifying trends both within agencies and across the sector as a whole

The KPM data collection was first introduced for the 2006-07 financial year Data submitted by the nine registered housing associations in this yearrsquos collection has been presented in this section and compared to the performance of the associations across the four data collections undertaken to date5

Due to the large number of housing providers registered at the end of the 2009-10 financial year (31) detailed data on providers will not be presented although averages for this sector as a whole are reported as appropriate6

In line with the mission of the Housing Registrar to protect social housing assets and ensure quality services to tenants by regulating well governed well managed and financial viable rental housing agencies data in this section is presented according to these three key areas of regulation

For a complete list of the KPMs see Appendix 1

5 Data for the 2006-07 financial year is for seven associations only With the exception of KPM 1 (number of regular board meetings held) all 2006-07 averages are based on the KPM percentage figures

Wherever possible 2007-08 averages have been calculated from the raw data collected under the supporting data items for each KPM Where this supporting data was not requested the average for 2007-08 is calculated from the KPM percentage figure

All averages from 2008-09 onwards are calculated solely on the supporting data items

6 Due to the small number of providers registered at the end of the 2007-08 financial year (four) and the large diversity between these averages for previous data collections are only provided from 2008-09 for providers

Sector performance report 2009-10 11

WEllGOVErnEd

Data in the Governance and Management sections is presented for eight associations Two of the associations operate under one umbrella organisation and report jointly on governance and management These associations report against all other KPMs as individual organisations

Governance of the agency

Regular board meetings

Associations held 964 per cent of all scheduled regular board meetings in the year slightly down from 100 per cent in 2008-09 7 Most associations met monthly excluding January meetings Some associations met on a six-weekly basis

number of regular board meetings held 2009-10 (HAs)

12

11 11 11 11 11 10 101

9 9 8

8

6

4

2

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009

shy10 Average

The average number of regular board meetings held has remained broadly the same over the last four years A small drop from 106 in 2008-09 to 101 in 2009-10 reflects a lower number of meetings held rather than less meetings scheduled Meetings do not take place when a quorum is not achieved or are cancelled in December or January due to the other commitments of board members at that time of year

number of regular board meetings held four year trend (HAs)

12

10 106 10110 10

8

6

4

2

0

2006shy07 2007shy08 2008shy09 2009shy10

In addition to regular board meetings associations have an active sub-committee structure On average association boards had three sub-committees that met 46 times Providers reported similar arrangements with an average of three sub-committees that met 5 times

2006-07 and 2007-08 data is not comparable as this requested the total number of meetings held

7

12

70

80

90

100 40

30 835 835

727 20775

744 739734 10

Board member participation Board member participation rate four year trend (HAs)

Regular board meetings were well attended with the average board member participation rate for associations stable at 100

775 per cent from 777 per cent in 2008-09 a slightly lower 90

result to that recorded in 2007-08 (836 per cent) 80 836 777 775

70 719 Board member participation rate 2009-10 (HAs)

Perc

enta

ge

60

50

Perc

enta

ge

955

60 626

50

40

30

20

10

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009

shy10 Average

0

2006shy07 2007shy08 2008shy09 2009shy10

Providers also reported good results for governance measures with 971 per cent of scheduled regular meetings held similar to 967 per cent in 2008-09 Of the 31 registered providers 28 held all scheduled meetings Each provider conducted an average of ten meetings during the year (unchanged from the previous year)

The board member participation rate for providers for 2009-10 increased slightly to 806 per cent from 789 per cent in 2008-09

Achievement of quorums and participation rates are primarily affected by illness travel and other commitments of board members resulting in non-attendance

Sector performance report 2009-10 13

0

10

20

30

30

WEll MAnAGEd

Management of the agency

Staff turnover

Staff turnover in associations ranged between 0 per cent and 231 per cent with an average of 138 per cent comparable to 128 per cent in 2008-09

Staff turnover 2009-10 (HAs)

Despite individual association turnover results showing decreases from previous years the average staff turnover increased slightly from 2008-09 due to an increase in turnover of long-term housing staff

By program a far greater proportion of transitionalcrisis staff left compared to other association staff although overall this figure decreased slightly from 2008-09 Traditionally turnover in the transitional housing program has been higher due to the often more intense nature of the work and a younger profile of staff who may move on after gaining experience in this program

Staff turnover by program three year trend (HAs)

00 00

92

231

206

Perc

enta

ge

169 153

138

24

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009 shy10

Average

Two associations recorded a staff turnover above 20 per cent Of these one association reported the figure to be higher than normal and does not expect the trend to continue The second has finalised a new structure and shown an improvement from previous years The Housing Registrar expects this reduction in turnover to continue as the organisation consolidates its operations

Staff turnover four year trend (HAs)

0

10

20

30

196 209

227

124 106

207

138128

211

Total Transitionalcrisis Excluding transitionalcrisis

Perc

enta

ge

2007shy08 2008shy09 2009shy10

Providers recorded an average staff turnover rate of 218 per cent in 2009-10 compared with 139 per cent in 2008-09 By work areas the transitional housing program recorded turnover of 191 per cent with the figure for all other areas at 240 per cent Whilst some turnover is expected and can be positive the rate for providers reported in the 2010-11 KPM data collection will be examined by the Housing Registrar and if the trend upwards has continued further analysis of factors contributing to this trend will occur

2006shy07 2007shy08 2008shy09 2009shy10

211

Perc

enta

ge 20

10

0

180

128 138

14

Tenancy management

Turnaround time

Average vacant tenantable (VT)8 turnaround time for associations was 138 days slightly down from 2008-09 at 145 days Average vacant untenantable (VUT)9 turnaround time increased to 336 days from 207 in 2008-0910

Average turnaround time (days) 2009-10 (HAs)

70 Vacant untenantable

61 60 52 Vacant tenantable

28 50

336

40 20

10 30 20

29 25 15 25

20 19

13810 12 6 119 5 62

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 Average

Average turnaround time (days) 2009-10 (HAs)

70 Vacant untenantable Vacant tenantable 60

50 336

40

207 30

20

172 145 13810 110

0

2006shy07 2007shy08 2008shy09 2009shy10

8 A vacant tenantable unit is one where maintenance has been completed and the unit is ready to be occupied

9 A unit is considered vacant untenantable where maintenance has been deferred or has not been completed

10 VUT turnaround time was not included in the data collections for 2006-07 and 2007-08

Whilst the average result for VT turnaround time shows a small improvement results reported by individual associations for different housing types indicated a wide range of performance For long-term housing stock excluding rooming houses turnaround times varied from 2 days to 37 days For rooming house stock VT turnaround times ranged from 4 days to 46 days and for transitional housing the range was from 2 days to 23 days

Explanations provided to the Housing Registrar suggested that results are affected by various factors including delays occurring where nomination rights exist with partner agencies extended tenant selection processes in group housing situations as well as increased time taken to tenant new stock (for instance when new tenants are required to provide their current landlord with 28 days notice)

The slightly increased average for VUT turnaround time was explained primarily by the extensive upgrade and refurbishment program implemented for the rooming house stock lengthy maintenance requirements for some units in the past year and decisions in group housing to not tenant a unit due to issues with another existing tenant As for VT turnaround times there was a wide range of results reported by individual associations for different housing types

Whilst acknowledging the validity of these explanations provided by associations the Housing Registrar will be looking closely at 2010-11 figures reported and should such wide variance still exist will be conducting further analysis with associations to determine how this range can be reduced

Average turnaround time (days) by housing type 2009-10 (HAs)

70 Vacant untenantable Vacant tenantable 60

487 50 397

336 28040

196

30

20 191

160 13810 115

81

0 Long Rooming Total Transitional Total term house long term

Sector performance report 2009-10 15

WEllGOVErnEd

Data in the Governance and Management sections is presented for eight associations Two of the associations operate under one umbrella organisation and report jointly on governance and management These associations report against all other KPMs as individual organisations

Governance of the agency

Regular board meetings

Associations held 964 per cent of all scheduled regular board meetings in the year slightly down from 100 per cent in 2008-09 7 Most associations met monthly excluding January meetings Some associations met on a six-weekly basis

number of regular board meetings held 2009-10 (HAs)

12

11 11 11 11 11 10 101

9 9 8

8

6

4

2

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009

shy10 Average

The average number of regular board meetings held has remained broadly the same over the last four years A small drop from 106 in 2008-09 to 101 in 2009-10 reflects a lower number of meetings held rather than less meetings scheduled Meetings do not take place when a quorum is not achieved or are cancelled in December or January due to the other commitments of board members at that time of year

number of regular board meetings held four year trend (HAs)

12

10 106 10110 10

8

6

4

2

0

2006shy07 2007shy08 2008shy09 2009shy10

In addition to regular board meetings associations have an active sub-committee structure On average association boards had three sub-committees that met 46 times Providers reported similar arrangements with an average of three sub-committees that met 5 times

2006-07 and 2007-08 data is not comparable as this requested the total number of meetings held

7

12

70

80

90

100 40

30 835 835

727 20775

744 739734 10

Board member participation Board member participation rate four year trend (HAs)

Regular board meetings were well attended with the average board member participation rate for associations stable at 100

775 per cent from 777 per cent in 2008-09 a slightly lower 90

result to that recorded in 2007-08 (836 per cent) 80 836 777 775

70 719 Board member participation rate 2009-10 (HAs)

Perc

enta

ge

60

50

Perc

enta

ge

955

60 626

50

40

30

20

10

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009

shy10 Average

0

2006shy07 2007shy08 2008shy09 2009shy10

Providers also reported good results for governance measures with 971 per cent of scheduled regular meetings held similar to 967 per cent in 2008-09 Of the 31 registered providers 28 held all scheduled meetings Each provider conducted an average of ten meetings during the year (unchanged from the previous year)

The board member participation rate for providers for 2009-10 increased slightly to 806 per cent from 789 per cent in 2008-09

Achievement of quorums and participation rates are primarily affected by illness travel and other commitments of board members resulting in non-attendance

Sector performance report 2009-10 13

0

10

20

30

30

WEll MAnAGEd

Management of the agency

Staff turnover

Staff turnover in associations ranged between 0 per cent and 231 per cent with an average of 138 per cent comparable to 128 per cent in 2008-09

Staff turnover 2009-10 (HAs)

Despite individual association turnover results showing decreases from previous years the average staff turnover increased slightly from 2008-09 due to an increase in turnover of long-term housing staff

By program a far greater proportion of transitionalcrisis staff left compared to other association staff although overall this figure decreased slightly from 2008-09 Traditionally turnover in the transitional housing program has been higher due to the often more intense nature of the work and a younger profile of staff who may move on after gaining experience in this program

Staff turnover by program three year trend (HAs)

00 00

92

231

206

Perc

enta

ge

169 153

138

24

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009 shy10

Average

Two associations recorded a staff turnover above 20 per cent Of these one association reported the figure to be higher than normal and does not expect the trend to continue The second has finalised a new structure and shown an improvement from previous years The Housing Registrar expects this reduction in turnover to continue as the organisation consolidates its operations

Staff turnover four year trend (HAs)

0

10

20

30

196 209

227

124 106

207

138128

211

Total Transitionalcrisis Excluding transitionalcrisis

Perc

enta

ge

2007shy08 2008shy09 2009shy10

Providers recorded an average staff turnover rate of 218 per cent in 2009-10 compared with 139 per cent in 2008-09 By work areas the transitional housing program recorded turnover of 191 per cent with the figure for all other areas at 240 per cent Whilst some turnover is expected and can be positive the rate for providers reported in the 2010-11 KPM data collection will be examined by the Housing Registrar and if the trend upwards has continued further analysis of factors contributing to this trend will occur

2006shy07 2007shy08 2008shy09 2009shy10

211

Perc

enta

ge 20

10

0

180

128 138

14

Tenancy management

Turnaround time

Average vacant tenantable (VT)8 turnaround time for associations was 138 days slightly down from 2008-09 at 145 days Average vacant untenantable (VUT)9 turnaround time increased to 336 days from 207 in 2008-0910

Average turnaround time (days) 2009-10 (HAs)

70 Vacant untenantable

61 60 52 Vacant tenantable

28 50

336

40 20

10 30 20

29 25 15 25

20 19

13810 12 6 119 5 62

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 Average

Average turnaround time (days) 2009-10 (HAs)

70 Vacant untenantable Vacant tenantable 60

50 336

40

207 30

20

172 145 13810 110

0

2006shy07 2007shy08 2008shy09 2009shy10

8 A vacant tenantable unit is one where maintenance has been completed and the unit is ready to be occupied

9 A unit is considered vacant untenantable where maintenance has been deferred or has not been completed

10 VUT turnaround time was not included in the data collections for 2006-07 and 2007-08

Whilst the average result for VT turnaround time shows a small improvement results reported by individual associations for different housing types indicated a wide range of performance For long-term housing stock excluding rooming houses turnaround times varied from 2 days to 37 days For rooming house stock VT turnaround times ranged from 4 days to 46 days and for transitional housing the range was from 2 days to 23 days

Explanations provided to the Housing Registrar suggested that results are affected by various factors including delays occurring where nomination rights exist with partner agencies extended tenant selection processes in group housing situations as well as increased time taken to tenant new stock (for instance when new tenants are required to provide their current landlord with 28 days notice)

The slightly increased average for VUT turnaround time was explained primarily by the extensive upgrade and refurbishment program implemented for the rooming house stock lengthy maintenance requirements for some units in the past year and decisions in group housing to not tenant a unit due to issues with another existing tenant As for VT turnaround times there was a wide range of results reported by individual associations for different housing types

Whilst acknowledging the validity of these explanations provided by associations the Housing Registrar will be looking closely at 2010-11 figures reported and should such wide variance still exist will be conducting further analysis with associations to determine how this range can be reduced

Average turnaround time (days) by housing type 2009-10 (HAs)

70 Vacant untenantable Vacant tenantable 60

487 50 397

336 28040

196

30

20 191

160 13810 115

81

0 Long Rooming Total Transitional Total term house long term

Sector performance report 2009-10 15

70

80

90

100 40

30 835 835

727 20775

744 739734 10

Board member participation Board member participation rate four year trend (HAs)

Regular board meetings were well attended with the average board member participation rate for associations stable at 100

775 per cent from 777 per cent in 2008-09 a slightly lower 90

result to that recorded in 2007-08 (836 per cent) 80 836 777 775

70 719 Board member participation rate 2009-10 (HAs)

Perc

enta

ge

60

50

Perc

enta

ge

955

60 626

50

40

30

20

10

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009

shy10 Average

0

2006shy07 2007shy08 2008shy09 2009shy10

Providers also reported good results for governance measures with 971 per cent of scheduled regular meetings held similar to 967 per cent in 2008-09 Of the 31 registered providers 28 held all scheduled meetings Each provider conducted an average of ten meetings during the year (unchanged from the previous year)

The board member participation rate for providers for 2009-10 increased slightly to 806 per cent from 789 per cent in 2008-09

Achievement of quorums and participation rates are primarily affected by illness travel and other commitments of board members resulting in non-attendance

Sector performance report 2009-10 13

0

10

20

30

30

WEll MAnAGEd

Management of the agency

Staff turnover

Staff turnover in associations ranged between 0 per cent and 231 per cent with an average of 138 per cent comparable to 128 per cent in 2008-09

Staff turnover 2009-10 (HAs)

Despite individual association turnover results showing decreases from previous years the average staff turnover increased slightly from 2008-09 due to an increase in turnover of long-term housing staff

By program a far greater proportion of transitionalcrisis staff left compared to other association staff although overall this figure decreased slightly from 2008-09 Traditionally turnover in the transitional housing program has been higher due to the often more intense nature of the work and a younger profile of staff who may move on after gaining experience in this program

Staff turnover by program three year trend (HAs)

00 00

92

231

206

Perc

enta

ge

169 153

138

24

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009 shy10

Average

Two associations recorded a staff turnover above 20 per cent Of these one association reported the figure to be higher than normal and does not expect the trend to continue The second has finalised a new structure and shown an improvement from previous years The Housing Registrar expects this reduction in turnover to continue as the organisation consolidates its operations

Staff turnover four year trend (HAs)

0

10

20

30

196 209

227

124 106

207

138128

211

Total Transitionalcrisis Excluding transitionalcrisis

Perc

enta

ge

2007shy08 2008shy09 2009shy10

Providers recorded an average staff turnover rate of 218 per cent in 2009-10 compared with 139 per cent in 2008-09 By work areas the transitional housing program recorded turnover of 191 per cent with the figure for all other areas at 240 per cent Whilst some turnover is expected and can be positive the rate for providers reported in the 2010-11 KPM data collection will be examined by the Housing Registrar and if the trend upwards has continued further analysis of factors contributing to this trend will occur

2006shy07 2007shy08 2008shy09 2009shy10

211

Perc

enta

ge 20

10

0

180

128 138

14

Tenancy management

Turnaround time

Average vacant tenantable (VT)8 turnaround time for associations was 138 days slightly down from 2008-09 at 145 days Average vacant untenantable (VUT)9 turnaround time increased to 336 days from 207 in 2008-0910

Average turnaround time (days) 2009-10 (HAs)

70 Vacant untenantable

61 60 52 Vacant tenantable

28 50

336

40 20

10 30 20

29 25 15 25

20 19

13810 12 6 119 5 62

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 Average

Average turnaround time (days) 2009-10 (HAs)

70 Vacant untenantable Vacant tenantable 60

50 336

40

207 30

20

172 145 13810 110

0

2006shy07 2007shy08 2008shy09 2009shy10

8 A vacant tenantable unit is one where maintenance has been completed and the unit is ready to be occupied

9 A unit is considered vacant untenantable where maintenance has been deferred or has not been completed

10 VUT turnaround time was not included in the data collections for 2006-07 and 2007-08

Whilst the average result for VT turnaround time shows a small improvement results reported by individual associations for different housing types indicated a wide range of performance For long-term housing stock excluding rooming houses turnaround times varied from 2 days to 37 days For rooming house stock VT turnaround times ranged from 4 days to 46 days and for transitional housing the range was from 2 days to 23 days

Explanations provided to the Housing Registrar suggested that results are affected by various factors including delays occurring where nomination rights exist with partner agencies extended tenant selection processes in group housing situations as well as increased time taken to tenant new stock (for instance when new tenants are required to provide their current landlord with 28 days notice)

The slightly increased average for VUT turnaround time was explained primarily by the extensive upgrade and refurbishment program implemented for the rooming house stock lengthy maintenance requirements for some units in the past year and decisions in group housing to not tenant a unit due to issues with another existing tenant As for VT turnaround times there was a wide range of results reported by individual associations for different housing types

Whilst acknowledging the validity of these explanations provided by associations the Housing Registrar will be looking closely at 2010-11 figures reported and should such wide variance still exist will be conducting further analysis with associations to determine how this range can be reduced

Average turnaround time (days) by housing type 2009-10 (HAs)

70 Vacant untenantable Vacant tenantable 60

487 50 397

336 28040

196

30

20 191

160 13810 115

81

0 Long Rooming Total Transitional Total term house long term

Sector performance report 2009-10 15

0

10

20

30

30

WEll MAnAGEd

Management of the agency

Staff turnover

Staff turnover in associations ranged between 0 per cent and 231 per cent with an average of 138 per cent comparable to 128 per cent in 2008-09

Staff turnover 2009-10 (HAs)

Despite individual association turnover results showing decreases from previous years the average staff turnover increased slightly from 2008-09 due to an increase in turnover of long-term housing staff

By program a far greater proportion of transitionalcrisis staff left compared to other association staff although overall this figure decreased slightly from 2008-09 Traditionally turnover in the transitional housing program has been higher due to the often more intense nature of the work and a younger profile of staff who may move on after gaining experience in this program

Staff turnover by program three year trend (HAs)

00 00

92

231

206

Perc

enta

ge

169 153

138

24

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 2009 shy10

Average

Two associations recorded a staff turnover above 20 per cent Of these one association reported the figure to be higher than normal and does not expect the trend to continue The second has finalised a new structure and shown an improvement from previous years The Housing Registrar expects this reduction in turnover to continue as the organisation consolidates its operations

Staff turnover four year trend (HAs)

0

10

20

30

196 209

227

124 106

207

138128

211

Total Transitionalcrisis Excluding transitionalcrisis

Perc

enta

ge

2007shy08 2008shy09 2009shy10

Providers recorded an average staff turnover rate of 218 per cent in 2009-10 compared with 139 per cent in 2008-09 By work areas the transitional housing program recorded turnover of 191 per cent with the figure for all other areas at 240 per cent Whilst some turnover is expected and can be positive the rate for providers reported in the 2010-11 KPM data collection will be examined by the Housing Registrar and if the trend upwards has continued further analysis of factors contributing to this trend will occur

2006shy07 2007shy08 2008shy09 2009shy10

211

Perc

enta

ge 20

10

0

180

128 138

14

Tenancy management

Turnaround time

Average vacant tenantable (VT)8 turnaround time for associations was 138 days slightly down from 2008-09 at 145 days Average vacant untenantable (VUT)9 turnaround time increased to 336 days from 207 in 2008-0910

Average turnaround time (days) 2009-10 (HAs)

70 Vacant untenantable

61 60 52 Vacant tenantable

28 50

336

40 20

10 30 20

29 25 15 25

20 19

13810 12 6 119 5 62

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 Average

Average turnaround time (days) 2009-10 (HAs)

70 Vacant untenantable Vacant tenantable 60

50 336

40

207 30

20

172 145 13810 110

0

2006shy07 2007shy08 2008shy09 2009shy10

8 A vacant tenantable unit is one where maintenance has been completed and the unit is ready to be occupied

9 A unit is considered vacant untenantable where maintenance has been deferred or has not been completed

10 VUT turnaround time was not included in the data collections for 2006-07 and 2007-08

Whilst the average result for VT turnaround time shows a small improvement results reported by individual associations for different housing types indicated a wide range of performance For long-term housing stock excluding rooming houses turnaround times varied from 2 days to 37 days For rooming house stock VT turnaround times ranged from 4 days to 46 days and for transitional housing the range was from 2 days to 23 days

Explanations provided to the Housing Registrar suggested that results are affected by various factors including delays occurring where nomination rights exist with partner agencies extended tenant selection processes in group housing situations as well as increased time taken to tenant new stock (for instance when new tenants are required to provide their current landlord with 28 days notice)

The slightly increased average for VUT turnaround time was explained primarily by the extensive upgrade and refurbishment program implemented for the rooming house stock lengthy maintenance requirements for some units in the past year and decisions in group housing to not tenant a unit due to issues with another existing tenant As for VT turnaround times there was a wide range of results reported by individual associations for different housing types

Whilst acknowledging the validity of these explanations provided by associations the Housing Registrar will be looking closely at 2010-11 figures reported and should such wide variance still exist will be conducting further analysis with associations to determine how this range can be reduced

Average turnaround time (days) by housing type 2009-10 (HAs)

70 Vacant untenantable Vacant tenantable 60

487 50 397

336 28040

196

30

20 191

160 13810 115

81

0 Long Rooming Total Transitional Total term house long term

Sector performance report 2009-10 15

Tenancy management

Turnaround time

Average vacant tenantable (VT)8 turnaround time for associations was 138 days slightly down from 2008-09 at 145 days Average vacant untenantable (VUT)9 turnaround time increased to 336 days from 207 in 2008-0910

Average turnaround time (days) 2009-10 (HAs)

70 Vacant untenantable

61 60 52 Vacant tenantable

28 50

336

40 20

10 30 20

29 25 15 25

20 19

13810 12 6 119 5 62

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 Average

Average turnaround time (days) 2009-10 (HAs)

70 Vacant untenantable Vacant tenantable 60

50 336

40

207 30

20

172 145 13810 110

0

2006shy07 2007shy08 2008shy09 2009shy10

8 A vacant tenantable unit is one where maintenance has been completed and the unit is ready to be occupied

9 A unit is considered vacant untenantable where maintenance has been deferred or has not been completed

10 VUT turnaround time was not included in the data collections for 2006-07 and 2007-08

Whilst the average result for VT turnaround time shows a small improvement results reported by individual associations for different housing types indicated a wide range of performance For long-term housing stock excluding rooming houses turnaround times varied from 2 days to 37 days For rooming house stock VT turnaround times ranged from 4 days to 46 days and for transitional housing the range was from 2 days to 23 days

Explanations provided to the Housing Registrar suggested that results are affected by various factors including delays occurring where nomination rights exist with partner agencies extended tenant selection processes in group housing situations as well as increased time taken to tenant new stock (for instance when new tenants are required to provide their current landlord with 28 days notice)

The slightly increased average for VUT turnaround time was explained primarily by the extensive upgrade and refurbishment program implemented for the rooming house stock lengthy maintenance requirements for some units in the past year and decisions in group housing to not tenant a unit due to issues with another existing tenant As for VT turnaround times there was a wide range of results reported by individual associations for different housing types

Whilst acknowledging the validity of these explanations provided by associations the Housing Registrar will be looking closely at 2010-11 figures reported and should such wide variance still exist will be conducting further analysis with associations to determine how this range can be reduced

Average turnaround time (days) by housing type 2009-10 (HAs)

70 Vacant untenantable Vacant tenantable 60

487 50 397

336 28040

196

30

20 191

160 13810 115

81

0 Long Rooming Total Transitional Total term house long term

Sector performance report 2009-10 15

Providers recorded an average VT turnaround time of 79 days and VUT turnaround time of 326 days VT turnaround time in the long-term housing program was comparable to VUT turnaround time whereas for both the rooming house and transitional housing program VUT turnaround time was longer than VT turnaround time

VUT turnaround time for the transitional housing program was particularly long at 386 days primarily due to lengthy maintenance requirements as well as issues associated with effectively managing shared tenancies

Average turnaround time (days) by housing type 2009-10 (HPs)

Void loss

Overall rent foregone due to tenancy units being vacant was a small percentage of total rent charged by associations The average void loss (vacant tenantable) for associations was 11 per cent down from 21 per cent in 2008-09

One association reported voids loss of over 2 per cent however this result was a significant improvement over its previous yearrsquos performance and reflected its improved tenancy management practices

Void loss (vacant tenantable) 2009-10 (HAs)

25

0

10

20

30

40

50

7970 101

54

145

326

386

161 181

143

Vacant untenantable Vacant tenantable

21

11

18

12

05

01

23

06

04

16

09

20

Perc

enta

ge

15

10

05

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2008 2009

shy09 shy10 Average

Long Rooming Total Transitional Total term house long term

By housing type the largest VT void loss was recorded in transitional housing where rent income is returned to the Office of Housing rather than retained by an association

Void loss (vacant tenantable) by housing type 2009-10 (HAs)

0

1

2

3

4

5

Perc

enta

ge

2008shy09 2009shy10

16

21

17

48

07

11

07

37

Long term Rooming Total Transitional house long term

16

Providers recorded a similar average VT void loss to the associations of 15 per cent with the largest percentage loss also recorded in transitional housing (40 per cent)

Void loss (vacant tenantable) by housing type 2009-10 (HPs)

Perc

enta

ge

5

4 40

3

2

15

1

0706 06

0 Long term Rooming Total Transitional Total

house long term

Sector performance report 2009-10 17

0

1

2

3

2

3

Current tenant rent arrears by housing type Current tenant rent arrears 2009-10 (HAs)

Results reported for current tenant rent arrears as a percentage of total rent charged were low across all 3 2008shy09 associations with all nine associations recording arrears of

27

RoomingLong term Total Transitional Total

2009shy10 20 per cent or less The average was 13 per cent comparable with 14 per cent in 2008-09 and continued a trend of

2

24

improvement across the past four years

Current tenant rent arrears 2009-10 (HAs)

Perc

enta

ge

14 1312 12 12 12

11 111

0

14

01

10

13

16

08

12

19 20

17

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009 shy10

Average

Perc

enta

ge

Current tenant rent arrears four year trend (HAs)

house long term

Providers reported an increase in current tenant rent arrears from 30 per cent in 2008-09 to 42 per cent in 2009-10 Rent arrears were higher for long-term housing than transitional housing reversing the trend from last year This result was largely attributable to four providers managing high levels of rent arrears in long-term housing although for two of these providers the actual number of tenants in arrears was very small (as was the overall number of tenancies) Excluding these providers from this figure reduces the average for long-term arrears to 12 per cent

The Housing Registrar has identified these issues in individual regulatory plans prepared with the providers and continues to monitor their progress in reducing rent arrears

2006shy07 2007shy08 2008shy09 2009shy10

Arrears for the rooming house stock reduced in 2009-10

1

20

Current tenant rent arrears by housing type 2009-10 (HPs)

16

1314

0

Perc

enta

ge

due to improved tenancy management and rent collection processes

0

1

2

3

4

5

6

42

27

48

17

55

Perc

enta

ge

By housing type rent arrears in transitional housing were again the highest most likely reflecting the difficulties experienced at times in collecting rent from transitional housing tenants

Long term Rooming Total Transitional Total house long term

18

10

15

20

25

30

05

10

Tenants owing more than eight weeks rent

At 30 June 2010 22 per cent of tenants in association stock owed more than eight weeks rent lower than 33 per cent at 30 June 2009 Two of the associations recorded higher than average figures have showed improvement from the previous yearrsquos performance and the Housing Registrar continues to monitor their progress in further reducing their figure

Tenants owing more than eight weeks rent 30 June 2010 (HAs)

40

35 36

For providers in contrast to the downward trend for associations the percentage of tenants owing more than eight weeks rent rose to 70 per cent from 41 per cent in 2008-09 This rise was an outcome of the significantly increased result for long term housing from 40 per cent in 2008-09 to 109 per cent in 2009-10

Tenants owing more than eight weeks rent by housing type 30 June 2010 (HAs)

8 2008shy09 74 2009shy107

6

4 4027 2524

5Pe

rcen

tage

Perc

enta

ge

33322 27

2419 232 22 19 1815

1 1011

0 Long term Rooming Total Transitional Total 05 05 house long term

00 0

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009 shy10

Average

As with the current rent arrears KPM four specific providers were largely responsible for this high figure and their progress in addressing this issue is being monitored by the Housing

Tenants owing more than eight weeks rent Registrar three year trend (HAs)

Tenants owing more than eight weeks rent 35

by housing type 30 June 2010 (HPs) 30

12 25

22

33

23

2007shy08 2008shy09 2009shy10

109 1020

89 815

Perc

enta

ge

Perc

enta

ge

70 6

4 40

2 16

0 Long term Rooming Total Transitional Total

house long term

Transitional housing again recorded the highest rate albeit an improved result from the previous yearrsquos figure which was very high This improvement was attributable to two associations that significantly improved their performance against this measure in 2009-10

Sector performance report 2009-10 19

0

03

06

09

12

15

06

09

12

Arrears written off as bad debt by housing type Arrears written off as bad debt 2009-10 (HAs)

Arrears written off as bad debt by associations represented a very low proportion of total rent collected The results in 40

37

0706

17

04

10

03 03 04

12

2008shy09 2009-10 were relatively stable at 07 per cent and have 2009shy1035 fluctuated between 06 per cent and 08 per cent in the past three years 30

25

20

15Perc

enta

ge

Arrears written off as bad debt 2009-10 (HAs)

Long term Rooming Total Transitional Total house long term

13 14

15 10

05

0

Perc

enta

ge

07

Providers recorded a slightly higher result of 17 per cent 05

07

compared with 11 per cent in 2008-09 The result for02 transitional housing has reduced slightly however all other

02 00

02

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009 types of housing stock recorded an increase particularly for

shy10 long-term housing (excluding rooming house) which rose toAverage 11 per cent from 02 per cent in 2008-09

Arrears written off as bad debt by housing type Arrears written off as bad debt four year trend (HAs) 2009-10 (HPs)

15 30

03

08

05

20

17

29

13 11

06 07

0 0 Long term Rooming Total Transitional Total

house long term 2006shy07 2007shy08 2008shy09 2009shy10

14

25

20

Perc

enta

ge

Perc

enta

ge

15

10

The average figure for transitional housing however increased significantly from 17 per cent in 2008-09 to 37 per cent in 2009-10 with three of the five associations managing transitional housing stock reporting results higher than this average The Housing Registrar will examine 2010-11 figures once these are submitted and conduct further analysis on contributing factors if the trend has continued

20

5

6

4

5

6

Evictions

Evictions reduced in 2009-10 to 34 per cent from 51 per cent in 2008-09 for associations In actual numbers a total of 33 evictions in long term housing and 47 in transitional housing were reported across the nine associations The evictions KPM is calculated as a percentage of exits not of overall tenancies which means that an agency with a stable tenancy profile and therefore low number of exits may record a high percentage of evictions even though the actual number is low

Evictions four year trend (HAs)

Data on reasons for evictions was very similar to 2008-09 Most evictions in associations were for arrears The relatively large percentage of evictions for other reasons in transitional housing were primarily attributable to associations moving on tenants who had remained for too long a period in that form of housing

reason for eviction by housing type 2009-10 (HAs)

4 0 3 100 Other4 33 57 35

12 92 Antishysocial

9580 behaviour Arrears

67 960

Perc

enta

ge

56 56

64051 47 36

4 20

34 3

0 Long term Rooming Total Transitional Total

2 house long term

1

Similar to associations the overall percentage of evictions0 reported by providers reduced - from 68 per cent in 2008-092006shy07 2007shy08 2008shy09 2009shy10 to 59 per cent However evictions in the long-term housing rose in 2009-10 particularly in rooming house stock where the result increased from 62 per cent to 104 per cent

Perc

enta

ge

The pattern of reductions in evictions was common to all housing types Evictions by housing type 2009-10 (HPs)

Evictions by housing type 2009-10 (HAs) 12

8 10 1042008shy09 2009shy107 73

8 80

Perc

enta

ge

64

654 59

Perc

enta

ge

51 5351 43 4

38 34333 30 2

232

0 Long term Rooming Total Transitional Total

house long term 1

0 Long term Rooming Total Transitional Total

house long term

Providers also recorded a relatively large number of ldquootherrdquo reasons for evictions in transitional housing

Sector performance report 2009-10 21

0

100

Tenancies maintained (long term housing Tenancies maintained by housing type

including rooming house) 2009-10 (HAs)

The average result for tenancies maintained as reported 100

by associations for long-term housing was 856 per cent 877Results for this year are not comparable to the previous yearrsquos 80

results as the calculation method for the KPM was changed 856

710for the 2009-10 reporting cycle Trend data will be shown

Perc

enta

ge

60 from 2010 11

40 Tenancies maintained (long-term housing) 2009-10 (HAs)

357

20

0

HA9HA8HA7HA6HA5HA4HA3HA2HA1 2009 shy10

828

Tenancies maintained by housing type 40

923

(long-term housing) 2009-10 (HPs)

20

887

100

843 856887 821

887875

710

Long term Rooming Total Transitional house long term

80

60

Perc

enta

ge

housing is a short-term housing option the retention of tenancies for a full-year indicates that tenants are staying

0 longer than anticipated possibly due to a lack of availability Long term Rooming Total Transitional

843

674

900

house long termof suitable longer term housing options

80

Average

Perc

enta

ge

60

Both associations and providers also recorded significant 40

rates of tenancies maintained in transitional housing (357 per cent and 429 per cent respectively) As transitional 20

429

22

Tenantprospective tenant complaints resolved Complaints management within 30 days three year trend (HAs)

Registered housing agencies are required to take all reasonable steps to resolve a complaint referred to it 100

particularly those from tenants or prospective tenants within 89530 days of the complaint being made In 2009-10 895 per 85280 810

cent of complaints made to the associations were resolved within 30 days up from 852 per cent last year and continuing the upward trend All associations recorded 75 per cent of complaints resolved or better

Perc

enta

ge

60

40

The average result for providers was 79 per cent slightly lower than 815 per cent reported last year 20

Tenantprospective tenant complaints resolved 0

2007shy08 2008shy09 2009shy10within 30 days 2009-10 (HAs)

100 100 100 100

933 93390 895 Only 33 per cent (down from 4 per cent in 2008-09) of

80 all complaints directed to agencies were unresolved either789 75 75

because no resolution was able to be reached with the

Perc

enta

ge

60 complainant (2 per cent down from 3 per cent) or because the complainant took the complaint to an external party

40 (13 per cent up from 1 per cent) The table below provides a summary of complaints handled by agencies

20

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 Average

Sector performance report 2009-10 23

number of complaints HAs HPs Total Outcome of complaint HAs HPs Total

Total number of complaints Total number of tenantprospective tenant complaints

Advocate involvement

Yes No

Housing Type

Long term Transitional Crisis Other

214

104

154 846

603 322

00 75

913

444

70 930

368 572

25 35

1127

548

86 914

413 524

20 43

Not within agency jurisdiction -complainant referred elsewhere 33 Resolved - apology by agency 70 Resolved - explanationfurther information by agency 238 Resolved - change to decisionaction 159 Resolved - other 472 Unresolved - no resolution able to be reached with complainant 19 Unresolved - complainant took complaint to external party 09

72 25

406

27 435

20

14

65 34

374

52 442

20

13

Complainant

Tenant (or advocate on their behalf) Prospective tenant (or advocate on their behalf) Neighbour (or advocate on their behalf) Another agency Other

388

47

393 23

150

482

04

446 28 39

464

12

436 28 60

Primary focus of complaint

Customer serviceinformation referral processes 93 Tenancy management 173 Property maintenance 145 Neighbourhood disturbance 425 Securitypersonal safety 51 Communityinteragency relations 14 Other 98

34 48

327 486

41

08 56

45 72

293 475

43

09 64

24

1112

Tenant satisfaction with housing services

Seven of the nine associations conducted tenancy surveys11

during 2009-10 Overall of the tenants that responded to the surveys 6 878 per cent indicated that they were satisfied with the housing services provided by the association compared to 862 per cent in 2007-08

Tenant satisfaction with housing services 2009-10 (HAs)

100 100

928 908 904 87886580 821

784

Data for providers indicated that the average satisfaction rating with housing services was 885 per cent a slightly higher but very similar result to that for associations Of the 31 registered providers 20 provided data for this KPM 12 Data reported for rooming house residents showed a slightly lower level of satisfaction with housing services compared to tenants in other long term housing and transitional housing stock Two providers reported satisfaction rates below the average for rooming house tenants with one significantly below This provider is working to improve the satisfaction rate of its tenants for the future and the Housing Registrar is monitoring progress made towards achieving this

Where response rates to surveys were very low the Housing Registrar sought explanations from providers and strategies for improving upon this in the future

60

Tenant satisfaction with housing services 40

2009-10 (HPs)

20 100

933 884 893 885

HA1 HA2 HA3 HA4 HA5 HA6 HA7 2009 80 shy10

0

758 Average

Perc

enta

ge

Perc

enta

ge

60

40

Tenant satisfaction with housing services four year trend (HAs)

20

100 0

Long term Rooming Total Transitional Total house long term

80

Notes to table60

Long term (excluding rooming house) data for 17 out of 31 agencies rooming house 9 out of 31 and transitional housing 7 out of 3140

20

0

11 The response rates for the surveys varied between 163 per cent and 444 per cent (average 284 per cent) and the sample size between 674 per cent and 100 per cent (average 964 per cent)

12 The response rates for the surveys varied between 87 per cent and 100 per cent (average 311 per cent) and the sample size between 44 per cent and 100 per cent (average 851 per cent)

878862869 928

2006shy07 2007shy08 2008shy09 2009shy10

Perc

enta

ge

Sector performance report 2009-10 25

0

20

40

60

Tenant satisfaction ndash views

This KPM was introduced in the 2008-09 KPM data collection to measure tenantrsquos satisfaction around consideration of their views by the housing agency Seven of the nine associations provided data for this KPM in 2009-10 with an average result of 77 per cent Three associations were able to provide data for this KPM in 2008-09 with satisfaction ranging between 70 per cent and 100 per cent (average 75 per cent)

Tenant satisfaction - views 2009-10 (HAs)

100 100 100

89 80 80 79 77

67

59

Perc

enta

ge

Housing management and maintenance

Urgent repairs

Of the total number of urgent repairs requested of associations during 2009-10 868 per cent were completed within 24 hours a slight rise on last yearrsquos result of 856 per cent Eight of the associations recorded a completion rate of 819 per cent or higher

Urgent repairs completed within 24 hours 2009-10 (HAs)

100 100

966954 943 916 897 879 868 80 819

63660

Perc

enta

ge

40

20 HA1 HA2 HA3 HA4 HA5 HA6 HA7 2009

shy10 Average 0

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009 shy10

Average For providers the average recorded was 882 per cent up from 865 per cent13 Of the 31 providers 21 provided data for this KPM

Urgent repairs completed within 24 hours four year trend (HAs)

100

80

Perc

enta

ge

60

40

20

0

868856873

950

2006shy07 2007shy08 2008shy09 2009shy10

13 From the 2009-10 KPM data collection all agencies are required to use specific questions developed by the Housing Registrar for both KPMs concerning tenant satisfaction with housing services and consideration of views

26

Analysing this data further by delivery type shows that 899 per cent of urgent repairs delivered directly by staff employed by an association were completed within the relevant timeframe as compared to 863 per cent of repairs contracted by the association

Reasons for repairs not being completed within the required timeframes included tenants being unavailable for contractors to access properties weather delays and waiting periods for parts or major repairs required (eg hot water service replacement)

Associations using government maintenance services for some properties particularly transitional housing stock reported difficulties monitoring completion times for repairs Government maintenance services do not provide the data directly to agencies and agencies have had to develop alternative strategies to obtain required data through tenants

The average proportion of urgent repairs completed within 24 hours for providers was 850 per cent Similar to associations urgent repairs delivered by the agency recorded the highest rate of completion (93 per cent) Repairs coming under government maintenance services produced the lowest result (64 per cent) As a greater number of properties managed by providers came under government maintenance services this result significantly influenced the overall completion rate recorded by the sector

Urgent repairs completed within 24 hours by delivery type 2009-10 (HPs)

100

956 935

85080 818

or contractors reducing the reliability of this data at times

20 100 2007shy08

929 93 2008shy09 0899 873 868 Agency Agency Government Total862 863 856843 84280 2009shy10 delivered contracted793 768

60

40

20

0 Agency Agency Government Total

delivered contracted

60

Urgent repairs completed within 24 hours

Perc

enta

ge

40

by delivery type 2009-10 (HAs)

PPerc

enta

geer

cent

age

Sector performance report 2009-10 27

80

100

80

100

Non-urgent repairs non urgent repairs completed within 14 days by delivery type 2009-10 (HAs)

The completion rate for non-urgent requested repairs within 14 days for associations was 861 per cent and similar to 100

844

745

836

916 861

789

916912 852

797

388

788

2007shy08 urgent repairs the highest completion rate was recorded for 2008shy09 agency delivered repairs and the lowest for repairs managed 80 2009shy10 by government maintenance services

PPerc

enta

geer

cent

age 60

non urgent repairs completed within 14 days 2009-10 (HAs) 40

60

40 Providers recorded a completion rate for non-urgent repairs within 14 days of 824 per cent with 984 per cent of agency

20

787

delivered repairs completed within the timeframe

790

861

100 938

881

791

911 966

932

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 non urgent repairs completed within 14 days

Average by delivery type 2009-10 (HPs)

100

20

0 Agency Agency Government Total

delivered contracted

Perc

enta

ge

20 60

835

0

797

Agency Agency Government Total delivered contracted

824 784

889

984

40

20

844 861

0

2006shy07 2007shy08 2008shy09 2009shy10

non urgent repairs completed within 14 days 80

four year trend (HAs)

Perc

enta

ge 60

40

Perc

enta

ge

28

80

100

Tenant satisfaction with maintenance by housing type Tenant satisfaction with maintenance 2009-10 (HPs)

Six associations provided data for tenant satisfaction with the quality of maintenance conducted This data showed that 100

overall 798 per cent of tenants responding to the survey14

893expressed satisfaction with maintenance 80 828 835 830

686Tenant satisfaction with maintenance 2009-10 (HAs) 60

100

828 798794

Perc

enta

ge

40

767 755 20

Perc

enta

ge 703

60 0

Long term Rooming Total Transitional Total house long term

40

20

0 HA1 HA2 HA3 HA4 HA5 HA6 2009

shy10 Average

Providers recorded 830 per cent satisfaction with maintenance15 The highest rate was recorded for transitional housing where maintenance is managed by the government maintenance services (NB data for transitional housing was supplied by four providers only)16

14 The response rates for the surveys varied between 139 per cent and 366 per cent (average 242 per cent) and the sample size between 769 per cent and 100 per cent (average 956 per cent)

15 The response rates for the surveys varied between 176 per cent and 100 per cent (average 311 per cent) and the sample size between 33 per cent and 100 per cent (average 853 per cent)

16 From the 2009-10 KPM data collection all agencies are required to use a specific question developed by the Housing Registrar for the tenant satisfaction with maintenance KPM

Sector performance report 2009-10 29

Providers recorded a similar average VT void loss to the associations of 15 per cent with the largest percentage loss also recorded in transitional housing (40 per cent)

Void loss (vacant tenantable) by housing type 2009-10 (HPs)

Perc

enta

ge

5

4 40

3

2

15

1

0706 06

0 Long term Rooming Total Transitional Total

house long term

Sector performance report 2009-10 17

0

1

2

3

2

3

Current tenant rent arrears by housing type Current tenant rent arrears 2009-10 (HAs)

Results reported for current tenant rent arrears as a percentage of total rent charged were low across all 3 2008shy09 associations with all nine associations recording arrears of

27

RoomingLong term Total Transitional Total

2009shy10 20 per cent or less The average was 13 per cent comparable with 14 per cent in 2008-09 and continued a trend of

2

24

improvement across the past four years

Current tenant rent arrears 2009-10 (HAs)

Perc

enta

ge

14 1312 12 12 12

11 111

0

14

01

10

13

16

08

12

19 20

17

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009 shy10

Average

Perc

enta

ge

Current tenant rent arrears four year trend (HAs)

house long term

Providers reported an increase in current tenant rent arrears from 30 per cent in 2008-09 to 42 per cent in 2009-10 Rent arrears were higher for long-term housing than transitional housing reversing the trend from last year This result was largely attributable to four providers managing high levels of rent arrears in long-term housing although for two of these providers the actual number of tenants in arrears was very small (as was the overall number of tenancies) Excluding these providers from this figure reduces the average for long-term arrears to 12 per cent

The Housing Registrar has identified these issues in individual regulatory plans prepared with the providers and continues to monitor their progress in reducing rent arrears

2006shy07 2007shy08 2008shy09 2009shy10

Arrears for the rooming house stock reduced in 2009-10

1

20

Current tenant rent arrears by housing type 2009-10 (HPs)

16

1314

0

Perc

enta

ge

due to improved tenancy management and rent collection processes

0

1

2

3

4

5

6

42

27

48

17

55

Perc

enta

ge

By housing type rent arrears in transitional housing were again the highest most likely reflecting the difficulties experienced at times in collecting rent from transitional housing tenants

Long term Rooming Total Transitional Total house long term

18

10

15

20

25

30

05

10

Tenants owing more than eight weeks rent

At 30 June 2010 22 per cent of tenants in association stock owed more than eight weeks rent lower than 33 per cent at 30 June 2009 Two of the associations recorded higher than average figures have showed improvement from the previous yearrsquos performance and the Housing Registrar continues to monitor their progress in further reducing their figure

Tenants owing more than eight weeks rent 30 June 2010 (HAs)

40

35 36

For providers in contrast to the downward trend for associations the percentage of tenants owing more than eight weeks rent rose to 70 per cent from 41 per cent in 2008-09 This rise was an outcome of the significantly increased result for long term housing from 40 per cent in 2008-09 to 109 per cent in 2009-10

Tenants owing more than eight weeks rent by housing type 30 June 2010 (HAs)

8 2008shy09 74 2009shy107

6

4 4027 2524

5Pe

rcen

tage

Perc

enta

ge

33322 27

2419 232 22 19 1815

1 1011

0 Long term Rooming Total Transitional Total 05 05 house long term

00 0

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009 shy10

Average

As with the current rent arrears KPM four specific providers were largely responsible for this high figure and their progress in addressing this issue is being monitored by the Housing

Tenants owing more than eight weeks rent Registrar three year trend (HAs)

Tenants owing more than eight weeks rent 35

by housing type 30 June 2010 (HPs) 30

12 25

22

33

23

2007shy08 2008shy09 2009shy10

109 1020

89 815

Perc

enta

ge

Perc

enta

ge

70 6

4 40

2 16

0 Long term Rooming Total Transitional Total

house long term

Transitional housing again recorded the highest rate albeit an improved result from the previous yearrsquos figure which was very high This improvement was attributable to two associations that significantly improved their performance against this measure in 2009-10

Sector performance report 2009-10 19

0

03

06

09

12

15

06

09

12

Arrears written off as bad debt by housing type Arrears written off as bad debt 2009-10 (HAs)

Arrears written off as bad debt by associations represented a very low proportion of total rent collected The results in 40

37

0706

17

04

10

03 03 04

12

2008shy09 2009-10 were relatively stable at 07 per cent and have 2009shy1035 fluctuated between 06 per cent and 08 per cent in the past three years 30

25

20

15Perc

enta

ge

Arrears written off as bad debt 2009-10 (HAs)

Long term Rooming Total Transitional Total house long term

13 14

15 10

05

0

Perc

enta

ge

07

Providers recorded a slightly higher result of 17 per cent 05

07

compared with 11 per cent in 2008-09 The result for02 transitional housing has reduced slightly however all other

02 00

02

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009 types of housing stock recorded an increase particularly for

shy10 long-term housing (excluding rooming house) which rose toAverage 11 per cent from 02 per cent in 2008-09

Arrears written off as bad debt by housing type Arrears written off as bad debt four year trend (HAs) 2009-10 (HPs)

15 30

03

08

05

20

17

29

13 11

06 07

0 0 Long term Rooming Total Transitional Total

house long term 2006shy07 2007shy08 2008shy09 2009shy10

14

25

20

Perc

enta

ge

Perc

enta

ge

15

10

The average figure for transitional housing however increased significantly from 17 per cent in 2008-09 to 37 per cent in 2009-10 with three of the five associations managing transitional housing stock reporting results higher than this average The Housing Registrar will examine 2010-11 figures once these are submitted and conduct further analysis on contributing factors if the trend has continued

20

5

6

4

5

6

Evictions

Evictions reduced in 2009-10 to 34 per cent from 51 per cent in 2008-09 for associations In actual numbers a total of 33 evictions in long term housing and 47 in transitional housing were reported across the nine associations The evictions KPM is calculated as a percentage of exits not of overall tenancies which means that an agency with a stable tenancy profile and therefore low number of exits may record a high percentage of evictions even though the actual number is low

Evictions four year trend (HAs)

Data on reasons for evictions was very similar to 2008-09 Most evictions in associations were for arrears The relatively large percentage of evictions for other reasons in transitional housing were primarily attributable to associations moving on tenants who had remained for too long a period in that form of housing

reason for eviction by housing type 2009-10 (HAs)

4 0 3 100 Other4 33 57 35

12 92 Antishysocial

9580 behaviour Arrears

67 960

Perc

enta

ge

56 56

64051 47 36

4 20

34 3

0 Long term Rooming Total Transitional Total

2 house long term

1

Similar to associations the overall percentage of evictions0 reported by providers reduced - from 68 per cent in 2008-092006shy07 2007shy08 2008shy09 2009shy10 to 59 per cent However evictions in the long-term housing rose in 2009-10 particularly in rooming house stock where the result increased from 62 per cent to 104 per cent

Perc

enta

ge

The pattern of reductions in evictions was common to all housing types Evictions by housing type 2009-10 (HPs)

Evictions by housing type 2009-10 (HAs) 12

8 10 1042008shy09 2009shy107 73

8 80

Perc

enta

ge

64

654 59

Perc

enta

ge

51 5351 43 4

38 34333 30 2

232

0 Long term Rooming Total Transitional Total

house long term 1

0 Long term Rooming Total Transitional Total

house long term

Providers also recorded a relatively large number of ldquootherrdquo reasons for evictions in transitional housing

Sector performance report 2009-10 21

0

100

Tenancies maintained (long term housing Tenancies maintained by housing type

including rooming house) 2009-10 (HAs)

The average result for tenancies maintained as reported 100

by associations for long-term housing was 856 per cent 877Results for this year are not comparable to the previous yearrsquos 80

results as the calculation method for the KPM was changed 856

710for the 2009-10 reporting cycle Trend data will be shown

Perc

enta

ge

60 from 2010 11

40 Tenancies maintained (long-term housing) 2009-10 (HAs)

357

20

0

HA9HA8HA7HA6HA5HA4HA3HA2HA1 2009 shy10

828

Tenancies maintained by housing type 40

923

(long-term housing) 2009-10 (HPs)

20

887

100

843 856887 821

887875

710

Long term Rooming Total Transitional house long term

80

60

Perc

enta

ge

housing is a short-term housing option the retention of tenancies for a full-year indicates that tenants are staying

0 longer than anticipated possibly due to a lack of availability Long term Rooming Total Transitional

843

674

900

house long termof suitable longer term housing options

80

Average

Perc

enta

ge

60

Both associations and providers also recorded significant 40

rates of tenancies maintained in transitional housing (357 per cent and 429 per cent respectively) As transitional 20

429

22

Tenantprospective tenant complaints resolved Complaints management within 30 days three year trend (HAs)

Registered housing agencies are required to take all reasonable steps to resolve a complaint referred to it 100

particularly those from tenants or prospective tenants within 89530 days of the complaint being made In 2009-10 895 per 85280 810

cent of complaints made to the associations were resolved within 30 days up from 852 per cent last year and continuing the upward trend All associations recorded 75 per cent of complaints resolved or better

Perc

enta

ge

60

40

The average result for providers was 79 per cent slightly lower than 815 per cent reported last year 20

Tenantprospective tenant complaints resolved 0

2007shy08 2008shy09 2009shy10within 30 days 2009-10 (HAs)

100 100 100 100

933 93390 895 Only 33 per cent (down from 4 per cent in 2008-09) of

80 all complaints directed to agencies were unresolved either789 75 75

because no resolution was able to be reached with the

Perc

enta

ge

60 complainant (2 per cent down from 3 per cent) or because the complainant took the complaint to an external party

40 (13 per cent up from 1 per cent) The table below provides a summary of complaints handled by agencies

20

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 Average

Sector performance report 2009-10 23

number of complaints HAs HPs Total Outcome of complaint HAs HPs Total

Total number of complaints Total number of tenantprospective tenant complaints

Advocate involvement

Yes No

Housing Type

Long term Transitional Crisis Other

214

104

154 846

603 322

00 75

913

444

70 930

368 572

25 35

1127

548

86 914

413 524

20 43

Not within agency jurisdiction -complainant referred elsewhere 33 Resolved - apology by agency 70 Resolved - explanationfurther information by agency 238 Resolved - change to decisionaction 159 Resolved - other 472 Unresolved - no resolution able to be reached with complainant 19 Unresolved - complainant took complaint to external party 09

72 25

406

27 435

20

14

65 34

374

52 442

20

13

Complainant

Tenant (or advocate on their behalf) Prospective tenant (or advocate on their behalf) Neighbour (or advocate on their behalf) Another agency Other

388

47

393 23

150

482

04

446 28 39

464

12

436 28 60

Primary focus of complaint

Customer serviceinformation referral processes 93 Tenancy management 173 Property maintenance 145 Neighbourhood disturbance 425 Securitypersonal safety 51 Communityinteragency relations 14 Other 98

34 48

327 486

41

08 56

45 72

293 475

43

09 64

24

1112

Tenant satisfaction with housing services

Seven of the nine associations conducted tenancy surveys11

during 2009-10 Overall of the tenants that responded to the surveys 6 878 per cent indicated that they were satisfied with the housing services provided by the association compared to 862 per cent in 2007-08

Tenant satisfaction with housing services 2009-10 (HAs)

100 100

928 908 904 87886580 821

784

Data for providers indicated that the average satisfaction rating with housing services was 885 per cent a slightly higher but very similar result to that for associations Of the 31 registered providers 20 provided data for this KPM 12 Data reported for rooming house residents showed a slightly lower level of satisfaction with housing services compared to tenants in other long term housing and transitional housing stock Two providers reported satisfaction rates below the average for rooming house tenants with one significantly below This provider is working to improve the satisfaction rate of its tenants for the future and the Housing Registrar is monitoring progress made towards achieving this

Where response rates to surveys were very low the Housing Registrar sought explanations from providers and strategies for improving upon this in the future

60

Tenant satisfaction with housing services 40

2009-10 (HPs)

20 100

933 884 893 885

HA1 HA2 HA3 HA4 HA5 HA6 HA7 2009 80 shy10

0

758 Average

Perc

enta

ge

Perc

enta

ge

60

40

Tenant satisfaction with housing services four year trend (HAs)

20

100 0

Long term Rooming Total Transitional Total house long term

80

Notes to table60

Long term (excluding rooming house) data for 17 out of 31 agencies rooming house 9 out of 31 and transitional housing 7 out of 3140

20

0

11 The response rates for the surveys varied between 163 per cent and 444 per cent (average 284 per cent) and the sample size between 674 per cent and 100 per cent (average 964 per cent)

12 The response rates for the surveys varied between 87 per cent and 100 per cent (average 311 per cent) and the sample size between 44 per cent and 100 per cent (average 851 per cent)

878862869 928

2006shy07 2007shy08 2008shy09 2009shy10

Perc

enta

ge

Sector performance report 2009-10 25

0

20

40

60

Tenant satisfaction ndash views

This KPM was introduced in the 2008-09 KPM data collection to measure tenantrsquos satisfaction around consideration of their views by the housing agency Seven of the nine associations provided data for this KPM in 2009-10 with an average result of 77 per cent Three associations were able to provide data for this KPM in 2008-09 with satisfaction ranging between 70 per cent and 100 per cent (average 75 per cent)

Tenant satisfaction - views 2009-10 (HAs)

100 100 100

89 80 80 79 77

67

59

Perc

enta

ge

Housing management and maintenance

Urgent repairs

Of the total number of urgent repairs requested of associations during 2009-10 868 per cent were completed within 24 hours a slight rise on last yearrsquos result of 856 per cent Eight of the associations recorded a completion rate of 819 per cent or higher

Urgent repairs completed within 24 hours 2009-10 (HAs)

100 100

966954 943 916 897 879 868 80 819

63660

Perc

enta

ge

40

20 HA1 HA2 HA3 HA4 HA5 HA6 HA7 2009

shy10 Average 0

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009 shy10

Average For providers the average recorded was 882 per cent up from 865 per cent13 Of the 31 providers 21 provided data for this KPM

Urgent repairs completed within 24 hours four year trend (HAs)

100

80

Perc

enta

ge

60

40

20

0

868856873

950

2006shy07 2007shy08 2008shy09 2009shy10

13 From the 2009-10 KPM data collection all agencies are required to use specific questions developed by the Housing Registrar for both KPMs concerning tenant satisfaction with housing services and consideration of views

26

Analysing this data further by delivery type shows that 899 per cent of urgent repairs delivered directly by staff employed by an association were completed within the relevant timeframe as compared to 863 per cent of repairs contracted by the association

Reasons for repairs not being completed within the required timeframes included tenants being unavailable for contractors to access properties weather delays and waiting periods for parts or major repairs required (eg hot water service replacement)

Associations using government maintenance services for some properties particularly transitional housing stock reported difficulties monitoring completion times for repairs Government maintenance services do not provide the data directly to agencies and agencies have had to develop alternative strategies to obtain required data through tenants

The average proportion of urgent repairs completed within 24 hours for providers was 850 per cent Similar to associations urgent repairs delivered by the agency recorded the highest rate of completion (93 per cent) Repairs coming under government maintenance services produced the lowest result (64 per cent) As a greater number of properties managed by providers came under government maintenance services this result significantly influenced the overall completion rate recorded by the sector

Urgent repairs completed within 24 hours by delivery type 2009-10 (HPs)

100

956 935

85080 818

or contractors reducing the reliability of this data at times

20 100 2007shy08

929 93 2008shy09 0899 873 868 Agency Agency Government Total862 863 856843 84280 2009shy10 delivered contracted793 768

60

40

20

0 Agency Agency Government Total

delivered contracted

60

Urgent repairs completed within 24 hours

Perc

enta

ge

40

by delivery type 2009-10 (HAs)

PPerc

enta

geer

cent

age

Sector performance report 2009-10 27

80

100

80

100

Non-urgent repairs non urgent repairs completed within 14 days by delivery type 2009-10 (HAs)

The completion rate for non-urgent requested repairs within 14 days for associations was 861 per cent and similar to 100

844

745

836

916 861

789

916912 852

797

388

788

2007shy08 urgent repairs the highest completion rate was recorded for 2008shy09 agency delivered repairs and the lowest for repairs managed 80 2009shy10 by government maintenance services

PPerc

enta

geer

cent

age 60

non urgent repairs completed within 14 days 2009-10 (HAs) 40

60

40 Providers recorded a completion rate for non-urgent repairs within 14 days of 824 per cent with 984 per cent of agency

20

787

delivered repairs completed within the timeframe

790

861

100 938

881

791

911 966

932

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 non urgent repairs completed within 14 days

Average by delivery type 2009-10 (HPs)

100

20

0 Agency Agency Government Total

delivered contracted

Perc

enta

ge

20 60

835

0

797

Agency Agency Government Total delivered contracted

824 784

889

984

40

20

844 861

0

2006shy07 2007shy08 2008shy09 2009shy10

non urgent repairs completed within 14 days 80

four year trend (HAs)

Perc

enta

ge 60

40

Perc

enta

ge

28

80

100

Tenant satisfaction with maintenance by housing type Tenant satisfaction with maintenance 2009-10 (HPs)

Six associations provided data for tenant satisfaction with the quality of maintenance conducted This data showed that 100

overall 798 per cent of tenants responding to the survey14

893expressed satisfaction with maintenance 80 828 835 830

686Tenant satisfaction with maintenance 2009-10 (HAs) 60

100

828 798794

Perc

enta

ge

40

767 755 20

Perc

enta

ge 703

60 0

Long term Rooming Total Transitional Total house long term

40

20

0 HA1 HA2 HA3 HA4 HA5 HA6 2009

shy10 Average

Providers recorded 830 per cent satisfaction with maintenance15 The highest rate was recorded for transitional housing where maintenance is managed by the government maintenance services (NB data for transitional housing was supplied by four providers only)16

14 The response rates for the surveys varied between 139 per cent and 366 per cent (average 242 per cent) and the sample size between 769 per cent and 100 per cent (average 956 per cent)

15 The response rates for the surveys varied between 176 per cent and 100 per cent (average 311 per cent) and the sample size between 33 per cent and 100 per cent (average 853 per cent)

16 From the 2009-10 KPM data collection all agencies are required to use a specific question developed by the Housing Registrar for the tenant satisfaction with maintenance KPM

Sector performance report 2009-10 29

0

1

2

3

2

3

Current tenant rent arrears by housing type Current tenant rent arrears 2009-10 (HAs)

Results reported for current tenant rent arrears as a percentage of total rent charged were low across all 3 2008shy09 associations with all nine associations recording arrears of

27

RoomingLong term Total Transitional Total

2009shy10 20 per cent or less The average was 13 per cent comparable with 14 per cent in 2008-09 and continued a trend of

2

24

improvement across the past four years

Current tenant rent arrears 2009-10 (HAs)

Perc

enta

ge

14 1312 12 12 12

11 111

0

14

01

10

13

16

08

12

19 20

17

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009 shy10

Average

Perc

enta

ge

Current tenant rent arrears four year trend (HAs)

house long term

Providers reported an increase in current tenant rent arrears from 30 per cent in 2008-09 to 42 per cent in 2009-10 Rent arrears were higher for long-term housing than transitional housing reversing the trend from last year This result was largely attributable to four providers managing high levels of rent arrears in long-term housing although for two of these providers the actual number of tenants in arrears was very small (as was the overall number of tenancies) Excluding these providers from this figure reduces the average for long-term arrears to 12 per cent

The Housing Registrar has identified these issues in individual regulatory plans prepared with the providers and continues to monitor their progress in reducing rent arrears

2006shy07 2007shy08 2008shy09 2009shy10

Arrears for the rooming house stock reduced in 2009-10

1

20

Current tenant rent arrears by housing type 2009-10 (HPs)

16

1314

0

Perc

enta

ge

due to improved tenancy management and rent collection processes

0

1

2

3

4

5

6

42

27

48

17

55

Perc

enta

ge

By housing type rent arrears in transitional housing were again the highest most likely reflecting the difficulties experienced at times in collecting rent from transitional housing tenants

Long term Rooming Total Transitional Total house long term

18

10

15

20

25

30

05

10

Tenants owing more than eight weeks rent

At 30 June 2010 22 per cent of tenants in association stock owed more than eight weeks rent lower than 33 per cent at 30 June 2009 Two of the associations recorded higher than average figures have showed improvement from the previous yearrsquos performance and the Housing Registrar continues to monitor their progress in further reducing their figure

Tenants owing more than eight weeks rent 30 June 2010 (HAs)

40

35 36

For providers in contrast to the downward trend for associations the percentage of tenants owing more than eight weeks rent rose to 70 per cent from 41 per cent in 2008-09 This rise was an outcome of the significantly increased result for long term housing from 40 per cent in 2008-09 to 109 per cent in 2009-10

Tenants owing more than eight weeks rent by housing type 30 June 2010 (HAs)

8 2008shy09 74 2009shy107

6

4 4027 2524

5Pe

rcen

tage

Perc

enta

ge

33322 27

2419 232 22 19 1815

1 1011

0 Long term Rooming Total Transitional Total 05 05 house long term

00 0

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009 shy10

Average

As with the current rent arrears KPM four specific providers were largely responsible for this high figure and their progress in addressing this issue is being monitored by the Housing

Tenants owing more than eight weeks rent Registrar three year trend (HAs)

Tenants owing more than eight weeks rent 35

by housing type 30 June 2010 (HPs) 30

12 25

22

33

23

2007shy08 2008shy09 2009shy10

109 1020

89 815

Perc

enta

ge

Perc

enta

ge

70 6

4 40

2 16

0 Long term Rooming Total Transitional Total

house long term

Transitional housing again recorded the highest rate albeit an improved result from the previous yearrsquos figure which was very high This improvement was attributable to two associations that significantly improved their performance against this measure in 2009-10

Sector performance report 2009-10 19

0

03

06

09

12

15

06

09

12

Arrears written off as bad debt by housing type Arrears written off as bad debt 2009-10 (HAs)

Arrears written off as bad debt by associations represented a very low proportion of total rent collected The results in 40

37

0706

17

04

10

03 03 04

12

2008shy09 2009-10 were relatively stable at 07 per cent and have 2009shy1035 fluctuated between 06 per cent and 08 per cent in the past three years 30

25

20

15Perc

enta

ge

Arrears written off as bad debt 2009-10 (HAs)

Long term Rooming Total Transitional Total house long term

13 14

15 10

05

0

Perc

enta

ge

07

Providers recorded a slightly higher result of 17 per cent 05

07

compared with 11 per cent in 2008-09 The result for02 transitional housing has reduced slightly however all other

02 00

02

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009 types of housing stock recorded an increase particularly for

shy10 long-term housing (excluding rooming house) which rose toAverage 11 per cent from 02 per cent in 2008-09

Arrears written off as bad debt by housing type Arrears written off as bad debt four year trend (HAs) 2009-10 (HPs)

15 30

03

08

05

20

17

29

13 11

06 07

0 0 Long term Rooming Total Transitional Total

house long term 2006shy07 2007shy08 2008shy09 2009shy10

14

25

20

Perc

enta

ge

Perc

enta

ge

15

10

The average figure for transitional housing however increased significantly from 17 per cent in 2008-09 to 37 per cent in 2009-10 with three of the five associations managing transitional housing stock reporting results higher than this average The Housing Registrar will examine 2010-11 figures once these are submitted and conduct further analysis on contributing factors if the trend has continued

20

5

6

4

5

6

Evictions

Evictions reduced in 2009-10 to 34 per cent from 51 per cent in 2008-09 for associations In actual numbers a total of 33 evictions in long term housing and 47 in transitional housing were reported across the nine associations The evictions KPM is calculated as a percentage of exits not of overall tenancies which means that an agency with a stable tenancy profile and therefore low number of exits may record a high percentage of evictions even though the actual number is low

Evictions four year trend (HAs)

Data on reasons for evictions was very similar to 2008-09 Most evictions in associations were for arrears The relatively large percentage of evictions for other reasons in transitional housing were primarily attributable to associations moving on tenants who had remained for too long a period in that form of housing

reason for eviction by housing type 2009-10 (HAs)

4 0 3 100 Other4 33 57 35

12 92 Antishysocial

9580 behaviour Arrears

67 960

Perc

enta

ge

56 56

64051 47 36

4 20

34 3

0 Long term Rooming Total Transitional Total

2 house long term

1

Similar to associations the overall percentage of evictions0 reported by providers reduced - from 68 per cent in 2008-092006shy07 2007shy08 2008shy09 2009shy10 to 59 per cent However evictions in the long-term housing rose in 2009-10 particularly in rooming house stock where the result increased from 62 per cent to 104 per cent

Perc

enta

ge

The pattern of reductions in evictions was common to all housing types Evictions by housing type 2009-10 (HPs)

Evictions by housing type 2009-10 (HAs) 12

8 10 1042008shy09 2009shy107 73

8 80

Perc

enta

ge

64

654 59

Perc

enta

ge

51 5351 43 4

38 34333 30 2

232

0 Long term Rooming Total Transitional Total

house long term 1

0 Long term Rooming Total Transitional Total

house long term

Providers also recorded a relatively large number of ldquootherrdquo reasons for evictions in transitional housing

Sector performance report 2009-10 21

0

100

Tenancies maintained (long term housing Tenancies maintained by housing type

including rooming house) 2009-10 (HAs)

The average result for tenancies maintained as reported 100

by associations for long-term housing was 856 per cent 877Results for this year are not comparable to the previous yearrsquos 80

results as the calculation method for the KPM was changed 856

710for the 2009-10 reporting cycle Trend data will be shown

Perc

enta

ge

60 from 2010 11

40 Tenancies maintained (long-term housing) 2009-10 (HAs)

357

20

0

HA9HA8HA7HA6HA5HA4HA3HA2HA1 2009 shy10

828

Tenancies maintained by housing type 40

923

(long-term housing) 2009-10 (HPs)

20

887

100

843 856887 821

887875

710

Long term Rooming Total Transitional house long term

80

60

Perc

enta

ge

housing is a short-term housing option the retention of tenancies for a full-year indicates that tenants are staying

0 longer than anticipated possibly due to a lack of availability Long term Rooming Total Transitional

843

674

900

house long termof suitable longer term housing options

80

Average

Perc

enta

ge

60

Both associations and providers also recorded significant 40

rates of tenancies maintained in transitional housing (357 per cent and 429 per cent respectively) As transitional 20

429

22

Tenantprospective tenant complaints resolved Complaints management within 30 days three year trend (HAs)

Registered housing agencies are required to take all reasonable steps to resolve a complaint referred to it 100

particularly those from tenants or prospective tenants within 89530 days of the complaint being made In 2009-10 895 per 85280 810

cent of complaints made to the associations were resolved within 30 days up from 852 per cent last year and continuing the upward trend All associations recorded 75 per cent of complaints resolved or better

Perc

enta

ge

60

40

The average result for providers was 79 per cent slightly lower than 815 per cent reported last year 20

Tenantprospective tenant complaints resolved 0

2007shy08 2008shy09 2009shy10within 30 days 2009-10 (HAs)

100 100 100 100

933 93390 895 Only 33 per cent (down from 4 per cent in 2008-09) of

80 all complaints directed to agencies were unresolved either789 75 75

because no resolution was able to be reached with the

Perc

enta

ge

60 complainant (2 per cent down from 3 per cent) or because the complainant took the complaint to an external party

40 (13 per cent up from 1 per cent) The table below provides a summary of complaints handled by agencies

20

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 Average

Sector performance report 2009-10 23

number of complaints HAs HPs Total Outcome of complaint HAs HPs Total

Total number of complaints Total number of tenantprospective tenant complaints

Advocate involvement

Yes No

Housing Type

Long term Transitional Crisis Other

214

104

154 846

603 322

00 75

913

444

70 930

368 572

25 35

1127

548

86 914

413 524

20 43

Not within agency jurisdiction -complainant referred elsewhere 33 Resolved - apology by agency 70 Resolved - explanationfurther information by agency 238 Resolved - change to decisionaction 159 Resolved - other 472 Unresolved - no resolution able to be reached with complainant 19 Unresolved - complainant took complaint to external party 09

72 25

406

27 435

20

14

65 34

374

52 442

20

13

Complainant

Tenant (or advocate on their behalf) Prospective tenant (or advocate on their behalf) Neighbour (or advocate on their behalf) Another agency Other

388

47

393 23

150

482

04

446 28 39

464

12

436 28 60

Primary focus of complaint

Customer serviceinformation referral processes 93 Tenancy management 173 Property maintenance 145 Neighbourhood disturbance 425 Securitypersonal safety 51 Communityinteragency relations 14 Other 98

34 48

327 486

41

08 56

45 72

293 475

43

09 64

24

1112

Tenant satisfaction with housing services

Seven of the nine associations conducted tenancy surveys11

during 2009-10 Overall of the tenants that responded to the surveys 6 878 per cent indicated that they were satisfied with the housing services provided by the association compared to 862 per cent in 2007-08

Tenant satisfaction with housing services 2009-10 (HAs)

100 100

928 908 904 87886580 821

784

Data for providers indicated that the average satisfaction rating with housing services was 885 per cent a slightly higher but very similar result to that for associations Of the 31 registered providers 20 provided data for this KPM 12 Data reported for rooming house residents showed a slightly lower level of satisfaction with housing services compared to tenants in other long term housing and transitional housing stock Two providers reported satisfaction rates below the average for rooming house tenants with one significantly below This provider is working to improve the satisfaction rate of its tenants for the future and the Housing Registrar is monitoring progress made towards achieving this

Where response rates to surveys were very low the Housing Registrar sought explanations from providers and strategies for improving upon this in the future

60

Tenant satisfaction with housing services 40

2009-10 (HPs)

20 100

933 884 893 885

HA1 HA2 HA3 HA4 HA5 HA6 HA7 2009 80 shy10

0

758 Average

Perc

enta

ge

Perc

enta

ge

60

40

Tenant satisfaction with housing services four year trend (HAs)

20

100 0

Long term Rooming Total Transitional Total house long term

80

Notes to table60

Long term (excluding rooming house) data for 17 out of 31 agencies rooming house 9 out of 31 and transitional housing 7 out of 3140

20

0

11 The response rates for the surveys varied between 163 per cent and 444 per cent (average 284 per cent) and the sample size between 674 per cent and 100 per cent (average 964 per cent)

12 The response rates for the surveys varied between 87 per cent and 100 per cent (average 311 per cent) and the sample size between 44 per cent and 100 per cent (average 851 per cent)

878862869 928

2006shy07 2007shy08 2008shy09 2009shy10

Perc

enta

ge

Sector performance report 2009-10 25

0

20

40

60

Tenant satisfaction ndash views

This KPM was introduced in the 2008-09 KPM data collection to measure tenantrsquos satisfaction around consideration of their views by the housing agency Seven of the nine associations provided data for this KPM in 2009-10 with an average result of 77 per cent Three associations were able to provide data for this KPM in 2008-09 with satisfaction ranging between 70 per cent and 100 per cent (average 75 per cent)

Tenant satisfaction - views 2009-10 (HAs)

100 100 100

89 80 80 79 77

67

59

Perc

enta

ge

Housing management and maintenance

Urgent repairs

Of the total number of urgent repairs requested of associations during 2009-10 868 per cent were completed within 24 hours a slight rise on last yearrsquos result of 856 per cent Eight of the associations recorded a completion rate of 819 per cent or higher

Urgent repairs completed within 24 hours 2009-10 (HAs)

100 100

966954 943 916 897 879 868 80 819

63660

Perc

enta

ge

40

20 HA1 HA2 HA3 HA4 HA5 HA6 HA7 2009

shy10 Average 0

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009 shy10

Average For providers the average recorded was 882 per cent up from 865 per cent13 Of the 31 providers 21 provided data for this KPM

Urgent repairs completed within 24 hours four year trend (HAs)

100

80

Perc

enta

ge

60

40

20

0

868856873

950

2006shy07 2007shy08 2008shy09 2009shy10

13 From the 2009-10 KPM data collection all agencies are required to use specific questions developed by the Housing Registrar for both KPMs concerning tenant satisfaction with housing services and consideration of views

26

Analysing this data further by delivery type shows that 899 per cent of urgent repairs delivered directly by staff employed by an association were completed within the relevant timeframe as compared to 863 per cent of repairs contracted by the association

Reasons for repairs not being completed within the required timeframes included tenants being unavailable for contractors to access properties weather delays and waiting periods for parts or major repairs required (eg hot water service replacement)

Associations using government maintenance services for some properties particularly transitional housing stock reported difficulties monitoring completion times for repairs Government maintenance services do not provide the data directly to agencies and agencies have had to develop alternative strategies to obtain required data through tenants

The average proportion of urgent repairs completed within 24 hours for providers was 850 per cent Similar to associations urgent repairs delivered by the agency recorded the highest rate of completion (93 per cent) Repairs coming under government maintenance services produced the lowest result (64 per cent) As a greater number of properties managed by providers came under government maintenance services this result significantly influenced the overall completion rate recorded by the sector

Urgent repairs completed within 24 hours by delivery type 2009-10 (HPs)

100

956 935

85080 818

or contractors reducing the reliability of this data at times

20 100 2007shy08

929 93 2008shy09 0899 873 868 Agency Agency Government Total862 863 856843 84280 2009shy10 delivered contracted793 768

60

40

20

0 Agency Agency Government Total

delivered contracted

60

Urgent repairs completed within 24 hours

Perc

enta

ge

40

by delivery type 2009-10 (HAs)

PPerc

enta

geer

cent

age

Sector performance report 2009-10 27

80

100

80

100

Non-urgent repairs non urgent repairs completed within 14 days by delivery type 2009-10 (HAs)

The completion rate for non-urgent requested repairs within 14 days for associations was 861 per cent and similar to 100

844

745

836

916 861

789

916912 852

797

388

788

2007shy08 urgent repairs the highest completion rate was recorded for 2008shy09 agency delivered repairs and the lowest for repairs managed 80 2009shy10 by government maintenance services

PPerc

enta

geer

cent

age 60

non urgent repairs completed within 14 days 2009-10 (HAs) 40

60

40 Providers recorded a completion rate for non-urgent repairs within 14 days of 824 per cent with 984 per cent of agency

20

787

delivered repairs completed within the timeframe

790

861

100 938

881

791

911 966

932

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 non urgent repairs completed within 14 days

Average by delivery type 2009-10 (HPs)

100

20

0 Agency Agency Government Total

delivered contracted

Perc

enta

ge

20 60

835

0

797

Agency Agency Government Total delivered contracted

824 784

889

984

40

20

844 861

0

2006shy07 2007shy08 2008shy09 2009shy10

non urgent repairs completed within 14 days 80

four year trend (HAs)

Perc

enta

ge 60

40

Perc

enta

ge

28

80

100

Tenant satisfaction with maintenance by housing type Tenant satisfaction with maintenance 2009-10 (HPs)

Six associations provided data for tenant satisfaction with the quality of maintenance conducted This data showed that 100

overall 798 per cent of tenants responding to the survey14

893expressed satisfaction with maintenance 80 828 835 830

686Tenant satisfaction with maintenance 2009-10 (HAs) 60

100

828 798794

Perc

enta

ge

40

767 755 20

Perc

enta

ge 703

60 0

Long term Rooming Total Transitional Total house long term

40

20

0 HA1 HA2 HA3 HA4 HA5 HA6 2009

shy10 Average

Providers recorded 830 per cent satisfaction with maintenance15 The highest rate was recorded for transitional housing where maintenance is managed by the government maintenance services (NB data for transitional housing was supplied by four providers only)16

14 The response rates for the surveys varied between 139 per cent and 366 per cent (average 242 per cent) and the sample size between 769 per cent and 100 per cent (average 956 per cent)

15 The response rates for the surveys varied between 176 per cent and 100 per cent (average 311 per cent) and the sample size between 33 per cent and 100 per cent (average 853 per cent)

16 From the 2009-10 KPM data collection all agencies are required to use a specific question developed by the Housing Registrar for the tenant satisfaction with maintenance KPM

Sector performance report 2009-10 29

10

15

20

25

30

05

10

Tenants owing more than eight weeks rent

At 30 June 2010 22 per cent of tenants in association stock owed more than eight weeks rent lower than 33 per cent at 30 June 2009 Two of the associations recorded higher than average figures have showed improvement from the previous yearrsquos performance and the Housing Registrar continues to monitor their progress in further reducing their figure

Tenants owing more than eight weeks rent 30 June 2010 (HAs)

40

35 36

For providers in contrast to the downward trend for associations the percentage of tenants owing more than eight weeks rent rose to 70 per cent from 41 per cent in 2008-09 This rise was an outcome of the significantly increased result for long term housing from 40 per cent in 2008-09 to 109 per cent in 2009-10

Tenants owing more than eight weeks rent by housing type 30 June 2010 (HAs)

8 2008shy09 74 2009shy107

6

4 4027 2524

5Pe

rcen

tage

Perc

enta

ge

33322 27

2419 232 22 19 1815

1 1011

0 Long term Rooming Total Transitional Total 05 05 house long term

00 0

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009 shy10

Average

As with the current rent arrears KPM four specific providers were largely responsible for this high figure and their progress in addressing this issue is being monitored by the Housing

Tenants owing more than eight weeks rent Registrar three year trend (HAs)

Tenants owing more than eight weeks rent 35

by housing type 30 June 2010 (HPs) 30

12 25

22

33

23

2007shy08 2008shy09 2009shy10

109 1020

89 815

Perc

enta

ge

Perc

enta

ge

70 6

4 40

2 16

0 Long term Rooming Total Transitional Total

house long term

Transitional housing again recorded the highest rate albeit an improved result from the previous yearrsquos figure which was very high This improvement was attributable to two associations that significantly improved their performance against this measure in 2009-10

Sector performance report 2009-10 19

0

03

06

09

12

15

06

09

12

Arrears written off as bad debt by housing type Arrears written off as bad debt 2009-10 (HAs)

Arrears written off as bad debt by associations represented a very low proportion of total rent collected The results in 40

37

0706

17

04

10

03 03 04

12

2008shy09 2009-10 were relatively stable at 07 per cent and have 2009shy1035 fluctuated between 06 per cent and 08 per cent in the past three years 30

25

20

15Perc

enta

ge

Arrears written off as bad debt 2009-10 (HAs)

Long term Rooming Total Transitional Total house long term

13 14

15 10

05

0

Perc

enta

ge

07

Providers recorded a slightly higher result of 17 per cent 05

07

compared with 11 per cent in 2008-09 The result for02 transitional housing has reduced slightly however all other

02 00

02

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009 types of housing stock recorded an increase particularly for

shy10 long-term housing (excluding rooming house) which rose toAverage 11 per cent from 02 per cent in 2008-09

Arrears written off as bad debt by housing type Arrears written off as bad debt four year trend (HAs) 2009-10 (HPs)

15 30

03

08

05

20

17

29

13 11

06 07

0 0 Long term Rooming Total Transitional Total

house long term 2006shy07 2007shy08 2008shy09 2009shy10

14

25

20

Perc

enta

ge

Perc

enta

ge

15

10

The average figure for transitional housing however increased significantly from 17 per cent in 2008-09 to 37 per cent in 2009-10 with three of the five associations managing transitional housing stock reporting results higher than this average The Housing Registrar will examine 2010-11 figures once these are submitted and conduct further analysis on contributing factors if the trend has continued

20

5

6

4

5

6

Evictions

Evictions reduced in 2009-10 to 34 per cent from 51 per cent in 2008-09 for associations In actual numbers a total of 33 evictions in long term housing and 47 in transitional housing were reported across the nine associations The evictions KPM is calculated as a percentage of exits not of overall tenancies which means that an agency with a stable tenancy profile and therefore low number of exits may record a high percentage of evictions even though the actual number is low

Evictions four year trend (HAs)

Data on reasons for evictions was very similar to 2008-09 Most evictions in associations were for arrears The relatively large percentage of evictions for other reasons in transitional housing were primarily attributable to associations moving on tenants who had remained for too long a period in that form of housing

reason for eviction by housing type 2009-10 (HAs)

4 0 3 100 Other4 33 57 35

12 92 Antishysocial

9580 behaviour Arrears

67 960

Perc

enta

ge

56 56

64051 47 36

4 20

34 3

0 Long term Rooming Total Transitional Total

2 house long term

1

Similar to associations the overall percentage of evictions0 reported by providers reduced - from 68 per cent in 2008-092006shy07 2007shy08 2008shy09 2009shy10 to 59 per cent However evictions in the long-term housing rose in 2009-10 particularly in rooming house stock where the result increased from 62 per cent to 104 per cent

Perc

enta

ge

The pattern of reductions in evictions was common to all housing types Evictions by housing type 2009-10 (HPs)

Evictions by housing type 2009-10 (HAs) 12

8 10 1042008shy09 2009shy107 73

8 80

Perc

enta

ge

64

654 59

Perc

enta

ge

51 5351 43 4

38 34333 30 2

232

0 Long term Rooming Total Transitional Total

house long term 1

0 Long term Rooming Total Transitional Total

house long term

Providers also recorded a relatively large number of ldquootherrdquo reasons for evictions in transitional housing

Sector performance report 2009-10 21

0

100

Tenancies maintained (long term housing Tenancies maintained by housing type

including rooming house) 2009-10 (HAs)

The average result for tenancies maintained as reported 100

by associations for long-term housing was 856 per cent 877Results for this year are not comparable to the previous yearrsquos 80

results as the calculation method for the KPM was changed 856

710for the 2009-10 reporting cycle Trend data will be shown

Perc

enta

ge

60 from 2010 11

40 Tenancies maintained (long-term housing) 2009-10 (HAs)

357

20

0

HA9HA8HA7HA6HA5HA4HA3HA2HA1 2009 shy10

828

Tenancies maintained by housing type 40

923

(long-term housing) 2009-10 (HPs)

20

887

100

843 856887 821

887875

710

Long term Rooming Total Transitional house long term

80

60

Perc

enta

ge

housing is a short-term housing option the retention of tenancies for a full-year indicates that tenants are staying

0 longer than anticipated possibly due to a lack of availability Long term Rooming Total Transitional

843

674

900

house long termof suitable longer term housing options

80

Average

Perc

enta

ge

60

Both associations and providers also recorded significant 40

rates of tenancies maintained in transitional housing (357 per cent and 429 per cent respectively) As transitional 20

429

22

Tenantprospective tenant complaints resolved Complaints management within 30 days three year trend (HAs)

Registered housing agencies are required to take all reasonable steps to resolve a complaint referred to it 100

particularly those from tenants or prospective tenants within 89530 days of the complaint being made In 2009-10 895 per 85280 810

cent of complaints made to the associations were resolved within 30 days up from 852 per cent last year and continuing the upward trend All associations recorded 75 per cent of complaints resolved or better

Perc

enta

ge

60

40

The average result for providers was 79 per cent slightly lower than 815 per cent reported last year 20

Tenantprospective tenant complaints resolved 0

2007shy08 2008shy09 2009shy10within 30 days 2009-10 (HAs)

100 100 100 100

933 93390 895 Only 33 per cent (down from 4 per cent in 2008-09) of

80 all complaints directed to agencies were unresolved either789 75 75

because no resolution was able to be reached with the

Perc

enta

ge

60 complainant (2 per cent down from 3 per cent) or because the complainant took the complaint to an external party

40 (13 per cent up from 1 per cent) The table below provides a summary of complaints handled by agencies

20

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 Average

Sector performance report 2009-10 23

number of complaints HAs HPs Total Outcome of complaint HAs HPs Total

Total number of complaints Total number of tenantprospective tenant complaints

Advocate involvement

Yes No

Housing Type

Long term Transitional Crisis Other

214

104

154 846

603 322

00 75

913

444

70 930

368 572

25 35

1127

548

86 914

413 524

20 43

Not within agency jurisdiction -complainant referred elsewhere 33 Resolved - apology by agency 70 Resolved - explanationfurther information by agency 238 Resolved - change to decisionaction 159 Resolved - other 472 Unresolved - no resolution able to be reached with complainant 19 Unresolved - complainant took complaint to external party 09

72 25

406

27 435

20

14

65 34

374

52 442

20

13

Complainant

Tenant (or advocate on their behalf) Prospective tenant (or advocate on their behalf) Neighbour (or advocate on their behalf) Another agency Other

388

47

393 23

150

482

04

446 28 39

464

12

436 28 60

Primary focus of complaint

Customer serviceinformation referral processes 93 Tenancy management 173 Property maintenance 145 Neighbourhood disturbance 425 Securitypersonal safety 51 Communityinteragency relations 14 Other 98

34 48

327 486

41

08 56

45 72

293 475

43

09 64

24

1112

Tenant satisfaction with housing services

Seven of the nine associations conducted tenancy surveys11

during 2009-10 Overall of the tenants that responded to the surveys 6 878 per cent indicated that they were satisfied with the housing services provided by the association compared to 862 per cent in 2007-08

Tenant satisfaction with housing services 2009-10 (HAs)

100 100

928 908 904 87886580 821

784

Data for providers indicated that the average satisfaction rating with housing services was 885 per cent a slightly higher but very similar result to that for associations Of the 31 registered providers 20 provided data for this KPM 12 Data reported for rooming house residents showed a slightly lower level of satisfaction with housing services compared to tenants in other long term housing and transitional housing stock Two providers reported satisfaction rates below the average for rooming house tenants with one significantly below This provider is working to improve the satisfaction rate of its tenants for the future and the Housing Registrar is monitoring progress made towards achieving this

Where response rates to surveys were very low the Housing Registrar sought explanations from providers and strategies for improving upon this in the future

60

Tenant satisfaction with housing services 40

2009-10 (HPs)

20 100

933 884 893 885

HA1 HA2 HA3 HA4 HA5 HA6 HA7 2009 80 shy10

0

758 Average

Perc

enta

ge

Perc

enta

ge

60

40

Tenant satisfaction with housing services four year trend (HAs)

20

100 0

Long term Rooming Total Transitional Total house long term

80

Notes to table60

Long term (excluding rooming house) data for 17 out of 31 agencies rooming house 9 out of 31 and transitional housing 7 out of 3140

20

0

11 The response rates for the surveys varied between 163 per cent and 444 per cent (average 284 per cent) and the sample size between 674 per cent and 100 per cent (average 964 per cent)

12 The response rates for the surveys varied between 87 per cent and 100 per cent (average 311 per cent) and the sample size between 44 per cent and 100 per cent (average 851 per cent)

878862869 928

2006shy07 2007shy08 2008shy09 2009shy10

Perc

enta

ge

Sector performance report 2009-10 25

0

20

40

60

Tenant satisfaction ndash views

This KPM was introduced in the 2008-09 KPM data collection to measure tenantrsquos satisfaction around consideration of their views by the housing agency Seven of the nine associations provided data for this KPM in 2009-10 with an average result of 77 per cent Three associations were able to provide data for this KPM in 2008-09 with satisfaction ranging between 70 per cent and 100 per cent (average 75 per cent)

Tenant satisfaction - views 2009-10 (HAs)

100 100 100

89 80 80 79 77

67

59

Perc

enta

ge

Housing management and maintenance

Urgent repairs

Of the total number of urgent repairs requested of associations during 2009-10 868 per cent were completed within 24 hours a slight rise on last yearrsquos result of 856 per cent Eight of the associations recorded a completion rate of 819 per cent or higher

Urgent repairs completed within 24 hours 2009-10 (HAs)

100 100

966954 943 916 897 879 868 80 819

63660

Perc

enta

ge

40

20 HA1 HA2 HA3 HA4 HA5 HA6 HA7 2009

shy10 Average 0

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009 shy10

Average For providers the average recorded was 882 per cent up from 865 per cent13 Of the 31 providers 21 provided data for this KPM

Urgent repairs completed within 24 hours four year trend (HAs)

100

80

Perc

enta

ge

60

40

20

0

868856873

950

2006shy07 2007shy08 2008shy09 2009shy10

13 From the 2009-10 KPM data collection all agencies are required to use specific questions developed by the Housing Registrar for both KPMs concerning tenant satisfaction with housing services and consideration of views

26

Analysing this data further by delivery type shows that 899 per cent of urgent repairs delivered directly by staff employed by an association were completed within the relevant timeframe as compared to 863 per cent of repairs contracted by the association

Reasons for repairs not being completed within the required timeframes included tenants being unavailable for contractors to access properties weather delays and waiting periods for parts or major repairs required (eg hot water service replacement)

Associations using government maintenance services for some properties particularly transitional housing stock reported difficulties monitoring completion times for repairs Government maintenance services do not provide the data directly to agencies and agencies have had to develop alternative strategies to obtain required data through tenants

The average proportion of urgent repairs completed within 24 hours for providers was 850 per cent Similar to associations urgent repairs delivered by the agency recorded the highest rate of completion (93 per cent) Repairs coming under government maintenance services produced the lowest result (64 per cent) As a greater number of properties managed by providers came under government maintenance services this result significantly influenced the overall completion rate recorded by the sector

Urgent repairs completed within 24 hours by delivery type 2009-10 (HPs)

100

956 935

85080 818

or contractors reducing the reliability of this data at times

20 100 2007shy08

929 93 2008shy09 0899 873 868 Agency Agency Government Total862 863 856843 84280 2009shy10 delivered contracted793 768

60

40

20

0 Agency Agency Government Total

delivered contracted

60

Urgent repairs completed within 24 hours

Perc

enta

ge

40

by delivery type 2009-10 (HAs)

PPerc

enta

geer

cent

age

Sector performance report 2009-10 27

80

100

80

100

Non-urgent repairs non urgent repairs completed within 14 days by delivery type 2009-10 (HAs)

The completion rate for non-urgent requested repairs within 14 days for associations was 861 per cent and similar to 100

844

745

836

916 861

789

916912 852

797

388

788

2007shy08 urgent repairs the highest completion rate was recorded for 2008shy09 agency delivered repairs and the lowest for repairs managed 80 2009shy10 by government maintenance services

PPerc

enta

geer

cent

age 60

non urgent repairs completed within 14 days 2009-10 (HAs) 40

60

40 Providers recorded a completion rate for non-urgent repairs within 14 days of 824 per cent with 984 per cent of agency

20

787

delivered repairs completed within the timeframe

790

861

100 938

881

791

911 966

932

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 non urgent repairs completed within 14 days

Average by delivery type 2009-10 (HPs)

100

20

0 Agency Agency Government Total

delivered contracted

Perc

enta

ge

20 60

835

0

797

Agency Agency Government Total delivered contracted

824 784

889

984

40

20

844 861

0

2006shy07 2007shy08 2008shy09 2009shy10

non urgent repairs completed within 14 days 80

four year trend (HAs)

Perc

enta

ge 60

40

Perc

enta

ge

28

80

100

Tenant satisfaction with maintenance by housing type Tenant satisfaction with maintenance 2009-10 (HPs)

Six associations provided data for tenant satisfaction with the quality of maintenance conducted This data showed that 100

overall 798 per cent of tenants responding to the survey14

893expressed satisfaction with maintenance 80 828 835 830

686Tenant satisfaction with maintenance 2009-10 (HAs) 60

100

828 798794

Perc

enta

ge

40

767 755 20

Perc

enta

ge 703

60 0

Long term Rooming Total Transitional Total house long term

40

20

0 HA1 HA2 HA3 HA4 HA5 HA6 2009

shy10 Average

Providers recorded 830 per cent satisfaction with maintenance15 The highest rate was recorded for transitional housing where maintenance is managed by the government maintenance services (NB data for transitional housing was supplied by four providers only)16

14 The response rates for the surveys varied between 139 per cent and 366 per cent (average 242 per cent) and the sample size between 769 per cent and 100 per cent (average 956 per cent)

15 The response rates for the surveys varied between 176 per cent and 100 per cent (average 311 per cent) and the sample size between 33 per cent and 100 per cent (average 853 per cent)

16 From the 2009-10 KPM data collection all agencies are required to use a specific question developed by the Housing Registrar for the tenant satisfaction with maintenance KPM

Sector performance report 2009-10 29

03

06

09

12

15

06

09

12

Arrears written off as bad debt by housing type Arrears written off as bad debt 2009-10 (HAs)

Arrears written off as bad debt by associations represented a very low proportion of total rent collected The results in 40

37

0706

17

04

10

03 03 04

12

2008shy09 2009-10 were relatively stable at 07 per cent and have 2009shy1035 fluctuated between 06 per cent and 08 per cent in the past three years 30

25

20

15Perc

enta

ge

Arrears written off as bad debt 2009-10 (HAs)

Long term Rooming Total Transitional Total house long term

13 14

15 10

05

0

Perc

enta

ge

07

Providers recorded a slightly higher result of 17 per cent 05

07

compared with 11 per cent in 2008-09 The result for02 transitional housing has reduced slightly however all other

02 00

02

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009 types of housing stock recorded an increase particularly for

shy10 long-term housing (excluding rooming house) which rose toAverage 11 per cent from 02 per cent in 2008-09

Arrears written off as bad debt by housing type Arrears written off as bad debt four year trend (HAs) 2009-10 (HPs)

15 30

03

08

05

20

17

29

13 11

06 07

0 0 Long term Rooming Total Transitional Total

house long term 2006shy07 2007shy08 2008shy09 2009shy10

14

25

20

Perc

enta

ge

Perc

enta

ge

15

10

The average figure for transitional housing however increased significantly from 17 per cent in 2008-09 to 37 per cent in 2009-10 with three of the five associations managing transitional housing stock reporting results higher than this average The Housing Registrar will examine 2010-11 figures once these are submitted and conduct further analysis on contributing factors if the trend has continued

20

5

6

4

5

6

Evictions

Evictions reduced in 2009-10 to 34 per cent from 51 per cent in 2008-09 for associations In actual numbers a total of 33 evictions in long term housing and 47 in transitional housing were reported across the nine associations The evictions KPM is calculated as a percentage of exits not of overall tenancies which means that an agency with a stable tenancy profile and therefore low number of exits may record a high percentage of evictions even though the actual number is low

Evictions four year trend (HAs)

Data on reasons for evictions was very similar to 2008-09 Most evictions in associations were for arrears The relatively large percentage of evictions for other reasons in transitional housing were primarily attributable to associations moving on tenants who had remained for too long a period in that form of housing

reason for eviction by housing type 2009-10 (HAs)

4 0 3 100 Other4 33 57 35

12 92 Antishysocial

9580 behaviour Arrears

67 960

Perc

enta

ge

56 56

64051 47 36

4 20

34 3

0 Long term Rooming Total Transitional Total

2 house long term

1

Similar to associations the overall percentage of evictions0 reported by providers reduced - from 68 per cent in 2008-092006shy07 2007shy08 2008shy09 2009shy10 to 59 per cent However evictions in the long-term housing rose in 2009-10 particularly in rooming house stock where the result increased from 62 per cent to 104 per cent

Perc

enta

ge

The pattern of reductions in evictions was common to all housing types Evictions by housing type 2009-10 (HPs)

Evictions by housing type 2009-10 (HAs) 12

8 10 1042008shy09 2009shy107 73

8 80

Perc

enta

ge

64

654 59

Perc

enta

ge

51 5351 43 4

38 34333 30 2

232

0 Long term Rooming Total Transitional Total

house long term 1

0 Long term Rooming Total Transitional Total

house long term

Providers also recorded a relatively large number of ldquootherrdquo reasons for evictions in transitional housing

Sector performance report 2009-10 21

0

100

Tenancies maintained (long term housing Tenancies maintained by housing type

including rooming house) 2009-10 (HAs)

The average result for tenancies maintained as reported 100

by associations for long-term housing was 856 per cent 877Results for this year are not comparable to the previous yearrsquos 80

results as the calculation method for the KPM was changed 856

710for the 2009-10 reporting cycle Trend data will be shown

Perc

enta

ge

60 from 2010 11

40 Tenancies maintained (long-term housing) 2009-10 (HAs)

357

20

0

HA9HA8HA7HA6HA5HA4HA3HA2HA1 2009 shy10

828

Tenancies maintained by housing type 40

923

(long-term housing) 2009-10 (HPs)

20

887

100

843 856887 821

887875

710

Long term Rooming Total Transitional house long term

80

60

Perc

enta

ge

housing is a short-term housing option the retention of tenancies for a full-year indicates that tenants are staying

0 longer than anticipated possibly due to a lack of availability Long term Rooming Total Transitional

843

674

900

house long termof suitable longer term housing options

80

Average

Perc

enta

ge

60

Both associations and providers also recorded significant 40

rates of tenancies maintained in transitional housing (357 per cent and 429 per cent respectively) As transitional 20

429

22

Tenantprospective tenant complaints resolved Complaints management within 30 days three year trend (HAs)

Registered housing agencies are required to take all reasonable steps to resolve a complaint referred to it 100

particularly those from tenants or prospective tenants within 89530 days of the complaint being made In 2009-10 895 per 85280 810

cent of complaints made to the associations were resolved within 30 days up from 852 per cent last year and continuing the upward trend All associations recorded 75 per cent of complaints resolved or better

Perc

enta

ge

60

40

The average result for providers was 79 per cent slightly lower than 815 per cent reported last year 20

Tenantprospective tenant complaints resolved 0

2007shy08 2008shy09 2009shy10within 30 days 2009-10 (HAs)

100 100 100 100

933 93390 895 Only 33 per cent (down from 4 per cent in 2008-09) of

80 all complaints directed to agencies were unresolved either789 75 75

because no resolution was able to be reached with the

Perc

enta

ge

60 complainant (2 per cent down from 3 per cent) or because the complainant took the complaint to an external party

40 (13 per cent up from 1 per cent) The table below provides a summary of complaints handled by agencies

20

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 Average

Sector performance report 2009-10 23

number of complaints HAs HPs Total Outcome of complaint HAs HPs Total

Total number of complaints Total number of tenantprospective tenant complaints

Advocate involvement

Yes No

Housing Type

Long term Transitional Crisis Other

214

104

154 846

603 322

00 75

913

444

70 930

368 572

25 35

1127

548

86 914

413 524

20 43

Not within agency jurisdiction -complainant referred elsewhere 33 Resolved - apology by agency 70 Resolved - explanationfurther information by agency 238 Resolved - change to decisionaction 159 Resolved - other 472 Unresolved - no resolution able to be reached with complainant 19 Unresolved - complainant took complaint to external party 09

72 25

406

27 435

20

14

65 34

374

52 442

20

13

Complainant

Tenant (or advocate on their behalf) Prospective tenant (or advocate on their behalf) Neighbour (or advocate on their behalf) Another agency Other

388

47

393 23

150

482

04

446 28 39

464

12

436 28 60

Primary focus of complaint

Customer serviceinformation referral processes 93 Tenancy management 173 Property maintenance 145 Neighbourhood disturbance 425 Securitypersonal safety 51 Communityinteragency relations 14 Other 98

34 48

327 486

41

08 56

45 72

293 475

43

09 64

24

1112

Tenant satisfaction with housing services

Seven of the nine associations conducted tenancy surveys11

during 2009-10 Overall of the tenants that responded to the surveys 6 878 per cent indicated that they were satisfied with the housing services provided by the association compared to 862 per cent in 2007-08

Tenant satisfaction with housing services 2009-10 (HAs)

100 100

928 908 904 87886580 821

784

Data for providers indicated that the average satisfaction rating with housing services was 885 per cent a slightly higher but very similar result to that for associations Of the 31 registered providers 20 provided data for this KPM 12 Data reported for rooming house residents showed a slightly lower level of satisfaction with housing services compared to tenants in other long term housing and transitional housing stock Two providers reported satisfaction rates below the average for rooming house tenants with one significantly below This provider is working to improve the satisfaction rate of its tenants for the future and the Housing Registrar is monitoring progress made towards achieving this

Where response rates to surveys were very low the Housing Registrar sought explanations from providers and strategies for improving upon this in the future

60

Tenant satisfaction with housing services 40

2009-10 (HPs)

20 100

933 884 893 885

HA1 HA2 HA3 HA4 HA5 HA6 HA7 2009 80 shy10

0

758 Average

Perc

enta

ge

Perc

enta

ge

60

40

Tenant satisfaction with housing services four year trend (HAs)

20

100 0

Long term Rooming Total Transitional Total house long term

80

Notes to table60

Long term (excluding rooming house) data for 17 out of 31 agencies rooming house 9 out of 31 and transitional housing 7 out of 3140

20

0

11 The response rates for the surveys varied between 163 per cent and 444 per cent (average 284 per cent) and the sample size between 674 per cent and 100 per cent (average 964 per cent)

12 The response rates for the surveys varied between 87 per cent and 100 per cent (average 311 per cent) and the sample size between 44 per cent and 100 per cent (average 851 per cent)

878862869 928

2006shy07 2007shy08 2008shy09 2009shy10

Perc

enta

ge

Sector performance report 2009-10 25

0

20

40

60

Tenant satisfaction ndash views

This KPM was introduced in the 2008-09 KPM data collection to measure tenantrsquos satisfaction around consideration of their views by the housing agency Seven of the nine associations provided data for this KPM in 2009-10 with an average result of 77 per cent Three associations were able to provide data for this KPM in 2008-09 with satisfaction ranging between 70 per cent and 100 per cent (average 75 per cent)

Tenant satisfaction - views 2009-10 (HAs)

100 100 100

89 80 80 79 77

67

59

Perc

enta

ge

Housing management and maintenance

Urgent repairs

Of the total number of urgent repairs requested of associations during 2009-10 868 per cent were completed within 24 hours a slight rise on last yearrsquos result of 856 per cent Eight of the associations recorded a completion rate of 819 per cent or higher

Urgent repairs completed within 24 hours 2009-10 (HAs)

100 100

966954 943 916 897 879 868 80 819

63660

Perc

enta

ge

40

20 HA1 HA2 HA3 HA4 HA5 HA6 HA7 2009

shy10 Average 0

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009 shy10

Average For providers the average recorded was 882 per cent up from 865 per cent13 Of the 31 providers 21 provided data for this KPM

Urgent repairs completed within 24 hours four year trend (HAs)

100

80

Perc

enta

ge

60

40

20

0

868856873

950

2006shy07 2007shy08 2008shy09 2009shy10

13 From the 2009-10 KPM data collection all agencies are required to use specific questions developed by the Housing Registrar for both KPMs concerning tenant satisfaction with housing services and consideration of views

26

Analysing this data further by delivery type shows that 899 per cent of urgent repairs delivered directly by staff employed by an association were completed within the relevant timeframe as compared to 863 per cent of repairs contracted by the association

Reasons for repairs not being completed within the required timeframes included tenants being unavailable for contractors to access properties weather delays and waiting periods for parts or major repairs required (eg hot water service replacement)

Associations using government maintenance services for some properties particularly transitional housing stock reported difficulties monitoring completion times for repairs Government maintenance services do not provide the data directly to agencies and agencies have had to develop alternative strategies to obtain required data through tenants

The average proportion of urgent repairs completed within 24 hours for providers was 850 per cent Similar to associations urgent repairs delivered by the agency recorded the highest rate of completion (93 per cent) Repairs coming under government maintenance services produced the lowest result (64 per cent) As a greater number of properties managed by providers came under government maintenance services this result significantly influenced the overall completion rate recorded by the sector

Urgent repairs completed within 24 hours by delivery type 2009-10 (HPs)

100

956 935

85080 818

or contractors reducing the reliability of this data at times

20 100 2007shy08

929 93 2008shy09 0899 873 868 Agency Agency Government Total862 863 856843 84280 2009shy10 delivered contracted793 768

60

40

20

0 Agency Agency Government Total

delivered contracted

60

Urgent repairs completed within 24 hours

Perc

enta

ge

40

by delivery type 2009-10 (HAs)

PPerc

enta

geer

cent

age

Sector performance report 2009-10 27

80

100

80

100

Non-urgent repairs non urgent repairs completed within 14 days by delivery type 2009-10 (HAs)

The completion rate for non-urgent requested repairs within 14 days for associations was 861 per cent and similar to 100

844

745

836

916 861

789

916912 852

797

388

788

2007shy08 urgent repairs the highest completion rate was recorded for 2008shy09 agency delivered repairs and the lowest for repairs managed 80 2009shy10 by government maintenance services

PPerc

enta

geer

cent

age 60

non urgent repairs completed within 14 days 2009-10 (HAs) 40

60

40 Providers recorded a completion rate for non-urgent repairs within 14 days of 824 per cent with 984 per cent of agency

20

787

delivered repairs completed within the timeframe

790

861

100 938

881

791

911 966

932

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 non urgent repairs completed within 14 days

Average by delivery type 2009-10 (HPs)

100

20

0 Agency Agency Government Total

delivered contracted

Perc

enta

ge

20 60

835

0

797

Agency Agency Government Total delivered contracted

824 784

889

984

40

20

844 861

0

2006shy07 2007shy08 2008shy09 2009shy10

non urgent repairs completed within 14 days 80

four year trend (HAs)

Perc

enta

ge 60

40

Perc

enta

ge

28

80

100

Tenant satisfaction with maintenance by housing type Tenant satisfaction with maintenance 2009-10 (HPs)

Six associations provided data for tenant satisfaction with the quality of maintenance conducted This data showed that 100

overall 798 per cent of tenants responding to the survey14

893expressed satisfaction with maintenance 80 828 835 830

686Tenant satisfaction with maintenance 2009-10 (HAs) 60

100

828 798794

Perc

enta

ge

40

767 755 20

Perc

enta

ge 703

60 0

Long term Rooming Total Transitional Total house long term

40

20

0 HA1 HA2 HA3 HA4 HA5 HA6 2009

shy10 Average

Providers recorded 830 per cent satisfaction with maintenance15 The highest rate was recorded for transitional housing where maintenance is managed by the government maintenance services (NB data for transitional housing was supplied by four providers only)16

14 The response rates for the surveys varied between 139 per cent and 366 per cent (average 242 per cent) and the sample size between 769 per cent and 100 per cent (average 956 per cent)

15 The response rates for the surveys varied between 176 per cent and 100 per cent (average 311 per cent) and the sample size between 33 per cent and 100 per cent (average 853 per cent)

16 From the 2009-10 KPM data collection all agencies are required to use a specific question developed by the Housing Registrar for the tenant satisfaction with maintenance KPM

Sector performance report 2009-10 29

5

6

4

5

6

Evictions

Evictions reduced in 2009-10 to 34 per cent from 51 per cent in 2008-09 for associations In actual numbers a total of 33 evictions in long term housing and 47 in transitional housing were reported across the nine associations The evictions KPM is calculated as a percentage of exits not of overall tenancies which means that an agency with a stable tenancy profile and therefore low number of exits may record a high percentage of evictions even though the actual number is low

Evictions four year trend (HAs)

Data on reasons for evictions was very similar to 2008-09 Most evictions in associations were for arrears The relatively large percentage of evictions for other reasons in transitional housing were primarily attributable to associations moving on tenants who had remained for too long a period in that form of housing

reason for eviction by housing type 2009-10 (HAs)

4 0 3 100 Other4 33 57 35

12 92 Antishysocial

9580 behaviour Arrears

67 960

Perc

enta

ge

56 56

64051 47 36

4 20

34 3

0 Long term Rooming Total Transitional Total

2 house long term

1

Similar to associations the overall percentage of evictions0 reported by providers reduced - from 68 per cent in 2008-092006shy07 2007shy08 2008shy09 2009shy10 to 59 per cent However evictions in the long-term housing rose in 2009-10 particularly in rooming house stock where the result increased from 62 per cent to 104 per cent

Perc

enta

ge

The pattern of reductions in evictions was common to all housing types Evictions by housing type 2009-10 (HPs)

Evictions by housing type 2009-10 (HAs) 12

8 10 1042008shy09 2009shy107 73

8 80

Perc

enta

ge

64

654 59

Perc

enta

ge

51 5351 43 4

38 34333 30 2

232

0 Long term Rooming Total Transitional Total

house long term 1

0 Long term Rooming Total Transitional Total

house long term

Providers also recorded a relatively large number of ldquootherrdquo reasons for evictions in transitional housing

Sector performance report 2009-10 21

0

100

Tenancies maintained (long term housing Tenancies maintained by housing type

including rooming house) 2009-10 (HAs)

The average result for tenancies maintained as reported 100

by associations for long-term housing was 856 per cent 877Results for this year are not comparable to the previous yearrsquos 80

results as the calculation method for the KPM was changed 856

710for the 2009-10 reporting cycle Trend data will be shown

Perc

enta

ge

60 from 2010 11

40 Tenancies maintained (long-term housing) 2009-10 (HAs)

357

20

0

HA9HA8HA7HA6HA5HA4HA3HA2HA1 2009 shy10

828

Tenancies maintained by housing type 40

923

(long-term housing) 2009-10 (HPs)

20

887

100

843 856887 821

887875

710

Long term Rooming Total Transitional house long term

80

60

Perc

enta

ge

housing is a short-term housing option the retention of tenancies for a full-year indicates that tenants are staying

0 longer than anticipated possibly due to a lack of availability Long term Rooming Total Transitional

843

674

900

house long termof suitable longer term housing options

80

Average

Perc

enta

ge

60

Both associations and providers also recorded significant 40

rates of tenancies maintained in transitional housing (357 per cent and 429 per cent respectively) As transitional 20

429

22

Tenantprospective tenant complaints resolved Complaints management within 30 days three year trend (HAs)

Registered housing agencies are required to take all reasonable steps to resolve a complaint referred to it 100

particularly those from tenants or prospective tenants within 89530 days of the complaint being made In 2009-10 895 per 85280 810

cent of complaints made to the associations were resolved within 30 days up from 852 per cent last year and continuing the upward trend All associations recorded 75 per cent of complaints resolved or better

Perc

enta

ge

60

40

The average result for providers was 79 per cent slightly lower than 815 per cent reported last year 20

Tenantprospective tenant complaints resolved 0

2007shy08 2008shy09 2009shy10within 30 days 2009-10 (HAs)

100 100 100 100

933 93390 895 Only 33 per cent (down from 4 per cent in 2008-09) of

80 all complaints directed to agencies were unresolved either789 75 75

because no resolution was able to be reached with the

Perc

enta

ge

60 complainant (2 per cent down from 3 per cent) or because the complainant took the complaint to an external party

40 (13 per cent up from 1 per cent) The table below provides a summary of complaints handled by agencies

20

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 Average

Sector performance report 2009-10 23

number of complaints HAs HPs Total Outcome of complaint HAs HPs Total

Total number of complaints Total number of tenantprospective tenant complaints

Advocate involvement

Yes No

Housing Type

Long term Transitional Crisis Other

214

104

154 846

603 322

00 75

913

444

70 930

368 572

25 35

1127

548

86 914

413 524

20 43

Not within agency jurisdiction -complainant referred elsewhere 33 Resolved - apology by agency 70 Resolved - explanationfurther information by agency 238 Resolved - change to decisionaction 159 Resolved - other 472 Unresolved - no resolution able to be reached with complainant 19 Unresolved - complainant took complaint to external party 09

72 25

406

27 435

20

14

65 34

374

52 442

20

13

Complainant

Tenant (or advocate on their behalf) Prospective tenant (or advocate on their behalf) Neighbour (or advocate on their behalf) Another agency Other

388

47

393 23

150

482

04

446 28 39

464

12

436 28 60

Primary focus of complaint

Customer serviceinformation referral processes 93 Tenancy management 173 Property maintenance 145 Neighbourhood disturbance 425 Securitypersonal safety 51 Communityinteragency relations 14 Other 98

34 48

327 486

41

08 56

45 72

293 475

43

09 64

24

1112

Tenant satisfaction with housing services

Seven of the nine associations conducted tenancy surveys11

during 2009-10 Overall of the tenants that responded to the surveys 6 878 per cent indicated that they were satisfied with the housing services provided by the association compared to 862 per cent in 2007-08

Tenant satisfaction with housing services 2009-10 (HAs)

100 100

928 908 904 87886580 821

784

Data for providers indicated that the average satisfaction rating with housing services was 885 per cent a slightly higher but very similar result to that for associations Of the 31 registered providers 20 provided data for this KPM 12 Data reported for rooming house residents showed a slightly lower level of satisfaction with housing services compared to tenants in other long term housing and transitional housing stock Two providers reported satisfaction rates below the average for rooming house tenants with one significantly below This provider is working to improve the satisfaction rate of its tenants for the future and the Housing Registrar is monitoring progress made towards achieving this

Where response rates to surveys were very low the Housing Registrar sought explanations from providers and strategies for improving upon this in the future

60

Tenant satisfaction with housing services 40

2009-10 (HPs)

20 100

933 884 893 885

HA1 HA2 HA3 HA4 HA5 HA6 HA7 2009 80 shy10

0

758 Average

Perc

enta

ge

Perc

enta

ge

60

40

Tenant satisfaction with housing services four year trend (HAs)

20

100 0

Long term Rooming Total Transitional Total house long term

80

Notes to table60

Long term (excluding rooming house) data for 17 out of 31 agencies rooming house 9 out of 31 and transitional housing 7 out of 3140

20

0

11 The response rates for the surveys varied between 163 per cent and 444 per cent (average 284 per cent) and the sample size between 674 per cent and 100 per cent (average 964 per cent)

12 The response rates for the surveys varied between 87 per cent and 100 per cent (average 311 per cent) and the sample size between 44 per cent and 100 per cent (average 851 per cent)

878862869 928

2006shy07 2007shy08 2008shy09 2009shy10

Perc

enta

ge

Sector performance report 2009-10 25

0

20

40

60

Tenant satisfaction ndash views

This KPM was introduced in the 2008-09 KPM data collection to measure tenantrsquos satisfaction around consideration of their views by the housing agency Seven of the nine associations provided data for this KPM in 2009-10 with an average result of 77 per cent Three associations were able to provide data for this KPM in 2008-09 with satisfaction ranging between 70 per cent and 100 per cent (average 75 per cent)

Tenant satisfaction - views 2009-10 (HAs)

100 100 100

89 80 80 79 77

67

59

Perc

enta

ge

Housing management and maintenance

Urgent repairs

Of the total number of urgent repairs requested of associations during 2009-10 868 per cent were completed within 24 hours a slight rise on last yearrsquos result of 856 per cent Eight of the associations recorded a completion rate of 819 per cent or higher

Urgent repairs completed within 24 hours 2009-10 (HAs)

100 100

966954 943 916 897 879 868 80 819

63660

Perc

enta

ge

40

20 HA1 HA2 HA3 HA4 HA5 HA6 HA7 2009

shy10 Average 0

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009 shy10

Average For providers the average recorded was 882 per cent up from 865 per cent13 Of the 31 providers 21 provided data for this KPM

Urgent repairs completed within 24 hours four year trend (HAs)

100

80

Perc

enta

ge

60

40

20

0

868856873

950

2006shy07 2007shy08 2008shy09 2009shy10

13 From the 2009-10 KPM data collection all agencies are required to use specific questions developed by the Housing Registrar for both KPMs concerning tenant satisfaction with housing services and consideration of views

26

Analysing this data further by delivery type shows that 899 per cent of urgent repairs delivered directly by staff employed by an association were completed within the relevant timeframe as compared to 863 per cent of repairs contracted by the association

Reasons for repairs not being completed within the required timeframes included tenants being unavailable for contractors to access properties weather delays and waiting periods for parts or major repairs required (eg hot water service replacement)

Associations using government maintenance services for some properties particularly transitional housing stock reported difficulties monitoring completion times for repairs Government maintenance services do not provide the data directly to agencies and agencies have had to develop alternative strategies to obtain required data through tenants

The average proportion of urgent repairs completed within 24 hours for providers was 850 per cent Similar to associations urgent repairs delivered by the agency recorded the highest rate of completion (93 per cent) Repairs coming under government maintenance services produced the lowest result (64 per cent) As a greater number of properties managed by providers came under government maintenance services this result significantly influenced the overall completion rate recorded by the sector

Urgent repairs completed within 24 hours by delivery type 2009-10 (HPs)

100

956 935

85080 818

or contractors reducing the reliability of this data at times

20 100 2007shy08

929 93 2008shy09 0899 873 868 Agency Agency Government Total862 863 856843 84280 2009shy10 delivered contracted793 768

60

40

20

0 Agency Agency Government Total

delivered contracted

60

Urgent repairs completed within 24 hours

Perc

enta

ge

40

by delivery type 2009-10 (HAs)

PPerc

enta

geer

cent

age

Sector performance report 2009-10 27

80

100

80

100

Non-urgent repairs non urgent repairs completed within 14 days by delivery type 2009-10 (HAs)

The completion rate for non-urgent requested repairs within 14 days for associations was 861 per cent and similar to 100

844

745

836

916 861

789

916912 852

797

388

788

2007shy08 urgent repairs the highest completion rate was recorded for 2008shy09 agency delivered repairs and the lowest for repairs managed 80 2009shy10 by government maintenance services

PPerc

enta

geer

cent

age 60

non urgent repairs completed within 14 days 2009-10 (HAs) 40

60

40 Providers recorded a completion rate for non-urgent repairs within 14 days of 824 per cent with 984 per cent of agency

20

787

delivered repairs completed within the timeframe

790

861

100 938

881

791

911 966

932

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 non urgent repairs completed within 14 days

Average by delivery type 2009-10 (HPs)

100

20

0 Agency Agency Government Total

delivered contracted

Perc

enta

ge

20 60

835

0

797

Agency Agency Government Total delivered contracted

824 784

889

984

40

20

844 861

0

2006shy07 2007shy08 2008shy09 2009shy10

non urgent repairs completed within 14 days 80

four year trend (HAs)

Perc

enta

ge 60

40

Perc

enta

ge

28

80

100

Tenant satisfaction with maintenance by housing type Tenant satisfaction with maintenance 2009-10 (HPs)

Six associations provided data for tenant satisfaction with the quality of maintenance conducted This data showed that 100

overall 798 per cent of tenants responding to the survey14

893expressed satisfaction with maintenance 80 828 835 830

686Tenant satisfaction with maintenance 2009-10 (HAs) 60

100

828 798794

Perc

enta

ge

40

767 755 20

Perc

enta

ge 703

60 0

Long term Rooming Total Transitional Total house long term

40

20

0 HA1 HA2 HA3 HA4 HA5 HA6 2009

shy10 Average

Providers recorded 830 per cent satisfaction with maintenance15 The highest rate was recorded for transitional housing where maintenance is managed by the government maintenance services (NB data for transitional housing was supplied by four providers only)16

14 The response rates for the surveys varied between 139 per cent and 366 per cent (average 242 per cent) and the sample size between 769 per cent and 100 per cent (average 956 per cent)

15 The response rates for the surveys varied between 176 per cent and 100 per cent (average 311 per cent) and the sample size between 33 per cent and 100 per cent (average 853 per cent)

16 From the 2009-10 KPM data collection all agencies are required to use a specific question developed by the Housing Registrar for the tenant satisfaction with maintenance KPM

Sector performance report 2009-10 29

0

100

Tenancies maintained (long term housing Tenancies maintained by housing type

including rooming house) 2009-10 (HAs)

The average result for tenancies maintained as reported 100

by associations for long-term housing was 856 per cent 877Results for this year are not comparable to the previous yearrsquos 80

results as the calculation method for the KPM was changed 856

710for the 2009-10 reporting cycle Trend data will be shown

Perc

enta

ge

60 from 2010 11

40 Tenancies maintained (long-term housing) 2009-10 (HAs)

357

20

0

HA9HA8HA7HA6HA5HA4HA3HA2HA1 2009 shy10

828

Tenancies maintained by housing type 40

923

(long-term housing) 2009-10 (HPs)

20

887

100

843 856887 821

887875

710

Long term Rooming Total Transitional house long term

80

60

Perc

enta

ge

housing is a short-term housing option the retention of tenancies for a full-year indicates that tenants are staying

0 longer than anticipated possibly due to a lack of availability Long term Rooming Total Transitional

843

674

900

house long termof suitable longer term housing options

80

Average

Perc

enta

ge

60

Both associations and providers also recorded significant 40

rates of tenancies maintained in transitional housing (357 per cent and 429 per cent respectively) As transitional 20

429

22

Tenantprospective tenant complaints resolved Complaints management within 30 days three year trend (HAs)

Registered housing agencies are required to take all reasonable steps to resolve a complaint referred to it 100

particularly those from tenants or prospective tenants within 89530 days of the complaint being made In 2009-10 895 per 85280 810

cent of complaints made to the associations were resolved within 30 days up from 852 per cent last year and continuing the upward trend All associations recorded 75 per cent of complaints resolved or better

Perc

enta

ge

60

40

The average result for providers was 79 per cent slightly lower than 815 per cent reported last year 20

Tenantprospective tenant complaints resolved 0

2007shy08 2008shy09 2009shy10within 30 days 2009-10 (HAs)

100 100 100 100

933 93390 895 Only 33 per cent (down from 4 per cent in 2008-09) of

80 all complaints directed to agencies were unresolved either789 75 75

because no resolution was able to be reached with the

Perc

enta

ge

60 complainant (2 per cent down from 3 per cent) or because the complainant took the complaint to an external party

40 (13 per cent up from 1 per cent) The table below provides a summary of complaints handled by agencies

20

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 Average

Sector performance report 2009-10 23

number of complaints HAs HPs Total Outcome of complaint HAs HPs Total

Total number of complaints Total number of tenantprospective tenant complaints

Advocate involvement

Yes No

Housing Type

Long term Transitional Crisis Other

214

104

154 846

603 322

00 75

913

444

70 930

368 572

25 35

1127

548

86 914

413 524

20 43

Not within agency jurisdiction -complainant referred elsewhere 33 Resolved - apology by agency 70 Resolved - explanationfurther information by agency 238 Resolved - change to decisionaction 159 Resolved - other 472 Unresolved - no resolution able to be reached with complainant 19 Unresolved - complainant took complaint to external party 09

72 25

406

27 435

20

14

65 34

374

52 442

20

13

Complainant

Tenant (or advocate on their behalf) Prospective tenant (or advocate on their behalf) Neighbour (or advocate on their behalf) Another agency Other

388

47

393 23

150

482

04

446 28 39

464

12

436 28 60

Primary focus of complaint

Customer serviceinformation referral processes 93 Tenancy management 173 Property maintenance 145 Neighbourhood disturbance 425 Securitypersonal safety 51 Communityinteragency relations 14 Other 98

34 48

327 486

41

08 56

45 72

293 475

43

09 64

24

1112

Tenant satisfaction with housing services

Seven of the nine associations conducted tenancy surveys11

during 2009-10 Overall of the tenants that responded to the surveys 6 878 per cent indicated that they were satisfied with the housing services provided by the association compared to 862 per cent in 2007-08

Tenant satisfaction with housing services 2009-10 (HAs)

100 100

928 908 904 87886580 821

784

Data for providers indicated that the average satisfaction rating with housing services was 885 per cent a slightly higher but very similar result to that for associations Of the 31 registered providers 20 provided data for this KPM 12 Data reported for rooming house residents showed a slightly lower level of satisfaction with housing services compared to tenants in other long term housing and transitional housing stock Two providers reported satisfaction rates below the average for rooming house tenants with one significantly below This provider is working to improve the satisfaction rate of its tenants for the future and the Housing Registrar is monitoring progress made towards achieving this

Where response rates to surveys were very low the Housing Registrar sought explanations from providers and strategies for improving upon this in the future

60

Tenant satisfaction with housing services 40

2009-10 (HPs)

20 100

933 884 893 885

HA1 HA2 HA3 HA4 HA5 HA6 HA7 2009 80 shy10

0

758 Average

Perc

enta

ge

Perc

enta

ge

60

40

Tenant satisfaction with housing services four year trend (HAs)

20

100 0

Long term Rooming Total Transitional Total house long term

80

Notes to table60

Long term (excluding rooming house) data for 17 out of 31 agencies rooming house 9 out of 31 and transitional housing 7 out of 3140

20

0

11 The response rates for the surveys varied between 163 per cent and 444 per cent (average 284 per cent) and the sample size between 674 per cent and 100 per cent (average 964 per cent)

12 The response rates for the surveys varied between 87 per cent and 100 per cent (average 311 per cent) and the sample size between 44 per cent and 100 per cent (average 851 per cent)

878862869 928

2006shy07 2007shy08 2008shy09 2009shy10

Perc

enta

ge

Sector performance report 2009-10 25

0

20

40

60

Tenant satisfaction ndash views

This KPM was introduced in the 2008-09 KPM data collection to measure tenantrsquos satisfaction around consideration of their views by the housing agency Seven of the nine associations provided data for this KPM in 2009-10 with an average result of 77 per cent Three associations were able to provide data for this KPM in 2008-09 with satisfaction ranging between 70 per cent and 100 per cent (average 75 per cent)

Tenant satisfaction - views 2009-10 (HAs)

100 100 100

89 80 80 79 77

67

59

Perc

enta

ge

Housing management and maintenance

Urgent repairs

Of the total number of urgent repairs requested of associations during 2009-10 868 per cent were completed within 24 hours a slight rise on last yearrsquos result of 856 per cent Eight of the associations recorded a completion rate of 819 per cent or higher

Urgent repairs completed within 24 hours 2009-10 (HAs)

100 100

966954 943 916 897 879 868 80 819

63660

Perc

enta

ge

40

20 HA1 HA2 HA3 HA4 HA5 HA6 HA7 2009

shy10 Average 0

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009 shy10

Average For providers the average recorded was 882 per cent up from 865 per cent13 Of the 31 providers 21 provided data for this KPM

Urgent repairs completed within 24 hours four year trend (HAs)

100

80

Perc

enta

ge

60

40

20

0

868856873

950

2006shy07 2007shy08 2008shy09 2009shy10

13 From the 2009-10 KPM data collection all agencies are required to use specific questions developed by the Housing Registrar for both KPMs concerning tenant satisfaction with housing services and consideration of views

26

Analysing this data further by delivery type shows that 899 per cent of urgent repairs delivered directly by staff employed by an association were completed within the relevant timeframe as compared to 863 per cent of repairs contracted by the association

Reasons for repairs not being completed within the required timeframes included tenants being unavailable for contractors to access properties weather delays and waiting periods for parts or major repairs required (eg hot water service replacement)

Associations using government maintenance services for some properties particularly transitional housing stock reported difficulties monitoring completion times for repairs Government maintenance services do not provide the data directly to agencies and agencies have had to develop alternative strategies to obtain required data through tenants

The average proportion of urgent repairs completed within 24 hours for providers was 850 per cent Similar to associations urgent repairs delivered by the agency recorded the highest rate of completion (93 per cent) Repairs coming under government maintenance services produced the lowest result (64 per cent) As a greater number of properties managed by providers came under government maintenance services this result significantly influenced the overall completion rate recorded by the sector

Urgent repairs completed within 24 hours by delivery type 2009-10 (HPs)

100

956 935

85080 818

or contractors reducing the reliability of this data at times

20 100 2007shy08

929 93 2008shy09 0899 873 868 Agency Agency Government Total862 863 856843 84280 2009shy10 delivered contracted793 768

60

40

20

0 Agency Agency Government Total

delivered contracted

60

Urgent repairs completed within 24 hours

Perc

enta

ge

40

by delivery type 2009-10 (HAs)

PPerc

enta

geer

cent

age

Sector performance report 2009-10 27

80

100

80

100

Non-urgent repairs non urgent repairs completed within 14 days by delivery type 2009-10 (HAs)

The completion rate for non-urgent requested repairs within 14 days for associations was 861 per cent and similar to 100

844

745

836

916 861

789

916912 852

797

388

788

2007shy08 urgent repairs the highest completion rate was recorded for 2008shy09 agency delivered repairs and the lowest for repairs managed 80 2009shy10 by government maintenance services

PPerc

enta

geer

cent

age 60

non urgent repairs completed within 14 days 2009-10 (HAs) 40

60

40 Providers recorded a completion rate for non-urgent repairs within 14 days of 824 per cent with 984 per cent of agency

20

787

delivered repairs completed within the timeframe

790

861

100 938

881

791

911 966

932

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 non urgent repairs completed within 14 days

Average by delivery type 2009-10 (HPs)

100

20

0 Agency Agency Government Total

delivered contracted

Perc

enta

ge

20 60

835

0

797

Agency Agency Government Total delivered contracted

824 784

889

984

40

20

844 861

0

2006shy07 2007shy08 2008shy09 2009shy10

non urgent repairs completed within 14 days 80

four year trend (HAs)

Perc

enta

ge 60

40

Perc

enta

ge

28

80

100

Tenant satisfaction with maintenance by housing type Tenant satisfaction with maintenance 2009-10 (HPs)

Six associations provided data for tenant satisfaction with the quality of maintenance conducted This data showed that 100

overall 798 per cent of tenants responding to the survey14

893expressed satisfaction with maintenance 80 828 835 830

686Tenant satisfaction with maintenance 2009-10 (HAs) 60

100

828 798794

Perc

enta

ge

40

767 755 20

Perc

enta

ge 703

60 0

Long term Rooming Total Transitional Total house long term

40

20

0 HA1 HA2 HA3 HA4 HA5 HA6 2009

shy10 Average

Providers recorded 830 per cent satisfaction with maintenance15 The highest rate was recorded for transitional housing where maintenance is managed by the government maintenance services (NB data for transitional housing was supplied by four providers only)16

14 The response rates for the surveys varied between 139 per cent and 366 per cent (average 242 per cent) and the sample size between 769 per cent and 100 per cent (average 956 per cent)

15 The response rates for the surveys varied between 176 per cent and 100 per cent (average 311 per cent) and the sample size between 33 per cent and 100 per cent (average 853 per cent)

16 From the 2009-10 KPM data collection all agencies are required to use a specific question developed by the Housing Registrar for the tenant satisfaction with maintenance KPM

Sector performance report 2009-10 29

Tenantprospective tenant complaints resolved Complaints management within 30 days three year trend (HAs)

Registered housing agencies are required to take all reasonable steps to resolve a complaint referred to it 100

particularly those from tenants or prospective tenants within 89530 days of the complaint being made In 2009-10 895 per 85280 810

cent of complaints made to the associations were resolved within 30 days up from 852 per cent last year and continuing the upward trend All associations recorded 75 per cent of complaints resolved or better

Perc

enta

ge

60

40

The average result for providers was 79 per cent slightly lower than 815 per cent reported last year 20

Tenantprospective tenant complaints resolved 0

2007shy08 2008shy09 2009shy10within 30 days 2009-10 (HAs)

100 100 100 100

933 93390 895 Only 33 per cent (down from 4 per cent in 2008-09) of

80 all complaints directed to agencies were unresolved either789 75 75

because no resolution was able to be reached with the

Perc

enta

ge

60 complainant (2 per cent down from 3 per cent) or because the complainant took the complaint to an external party

40 (13 per cent up from 1 per cent) The table below provides a summary of complaints handled by agencies

20

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 Average

Sector performance report 2009-10 23

number of complaints HAs HPs Total Outcome of complaint HAs HPs Total

Total number of complaints Total number of tenantprospective tenant complaints

Advocate involvement

Yes No

Housing Type

Long term Transitional Crisis Other

214

104

154 846

603 322

00 75

913

444

70 930

368 572

25 35

1127

548

86 914

413 524

20 43

Not within agency jurisdiction -complainant referred elsewhere 33 Resolved - apology by agency 70 Resolved - explanationfurther information by agency 238 Resolved - change to decisionaction 159 Resolved - other 472 Unresolved - no resolution able to be reached with complainant 19 Unresolved - complainant took complaint to external party 09

72 25

406

27 435

20

14

65 34

374

52 442

20

13

Complainant

Tenant (or advocate on their behalf) Prospective tenant (or advocate on their behalf) Neighbour (or advocate on their behalf) Another agency Other

388

47

393 23

150

482

04

446 28 39

464

12

436 28 60

Primary focus of complaint

Customer serviceinformation referral processes 93 Tenancy management 173 Property maintenance 145 Neighbourhood disturbance 425 Securitypersonal safety 51 Communityinteragency relations 14 Other 98

34 48

327 486

41

08 56

45 72

293 475

43

09 64

24

1112

Tenant satisfaction with housing services

Seven of the nine associations conducted tenancy surveys11

during 2009-10 Overall of the tenants that responded to the surveys 6 878 per cent indicated that they were satisfied with the housing services provided by the association compared to 862 per cent in 2007-08

Tenant satisfaction with housing services 2009-10 (HAs)

100 100

928 908 904 87886580 821

784

Data for providers indicated that the average satisfaction rating with housing services was 885 per cent a slightly higher but very similar result to that for associations Of the 31 registered providers 20 provided data for this KPM 12 Data reported for rooming house residents showed a slightly lower level of satisfaction with housing services compared to tenants in other long term housing and transitional housing stock Two providers reported satisfaction rates below the average for rooming house tenants with one significantly below This provider is working to improve the satisfaction rate of its tenants for the future and the Housing Registrar is monitoring progress made towards achieving this

Where response rates to surveys were very low the Housing Registrar sought explanations from providers and strategies for improving upon this in the future

60

Tenant satisfaction with housing services 40

2009-10 (HPs)

20 100

933 884 893 885

HA1 HA2 HA3 HA4 HA5 HA6 HA7 2009 80 shy10

0

758 Average

Perc

enta

ge

Perc

enta

ge

60

40

Tenant satisfaction with housing services four year trend (HAs)

20

100 0

Long term Rooming Total Transitional Total house long term

80

Notes to table60

Long term (excluding rooming house) data for 17 out of 31 agencies rooming house 9 out of 31 and transitional housing 7 out of 3140

20

0

11 The response rates for the surveys varied between 163 per cent and 444 per cent (average 284 per cent) and the sample size between 674 per cent and 100 per cent (average 964 per cent)

12 The response rates for the surveys varied between 87 per cent and 100 per cent (average 311 per cent) and the sample size between 44 per cent and 100 per cent (average 851 per cent)

878862869 928

2006shy07 2007shy08 2008shy09 2009shy10

Perc

enta

ge

Sector performance report 2009-10 25

0

20

40

60

Tenant satisfaction ndash views

This KPM was introduced in the 2008-09 KPM data collection to measure tenantrsquos satisfaction around consideration of their views by the housing agency Seven of the nine associations provided data for this KPM in 2009-10 with an average result of 77 per cent Three associations were able to provide data for this KPM in 2008-09 with satisfaction ranging between 70 per cent and 100 per cent (average 75 per cent)

Tenant satisfaction - views 2009-10 (HAs)

100 100 100

89 80 80 79 77

67

59

Perc

enta

ge

Housing management and maintenance

Urgent repairs

Of the total number of urgent repairs requested of associations during 2009-10 868 per cent were completed within 24 hours a slight rise on last yearrsquos result of 856 per cent Eight of the associations recorded a completion rate of 819 per cent or higher

Urgent repairs completed within 24 hours 2009-10 (HAs)

100 100

966954 943 916 897 879 868 80 819

63660

Perc

enta

ge

40

20 HA1 HA2 HA3 HA4 HA5 HA6 HA7 2009

shy10 Average 0

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009 shy10

Average For providers the average recorded was 882 per cent up from 865 per cent13 Of the 31 providers 21 provided data for this KPM

Urgent repairs completed within 24 hours four year trend (HAs)

100

80

Perc

enta

ge

60

40

20

0

868856873

950

2006shy07 2007shy08 2008shy09 2009shy10

13 From the 2009-10 KPM data collection all agencies are required to use specific questions developed by the Housing Registrar for both KPMs concerning tenant satisfaction with housing services and consideration of views

26

Analysing this data further by delivery type shows that 899 per cent of urgent repairs delivered directly by staff employed by an association were completed within the relevant timeframe as compared to 863 per cent of repairs contracted by the association

Reasons for repairs not being completed within the required timeframes included tenants being unavailable for contractors to access properties weather delays and waiting periods for parts or major repairs required (eg hot water service replacement)

Associations using government maintenance services for some properties particularly transitional housing stock reported difficulties monitoring completion times for repairs Government maintenance services do not provide the data directly to agencies and agencies have had to develop alternative strategies to obtain required data through tenants

The average proportion of urgent repairs completed within 24 hours for providers was 850 per cent Similar to associations urgent repairs delivered by the agency recorded the highest rate of completion (93 per cent) Repairs coming under government maintenance services produced the lowest result (64 per cent) As a greater number of properties managed by providers came under government maintenance services this result significantly influenced the overall completion rate recorded by the sector

Urgent repairs completed within 24 hours by delivery type 2009-10 (HPs)

100

956 935

85080 818

or contractors reducing the reliability of this data at times

20 100 2007shy08

929 93 2008shy09 0899 873 868 Agency Agency Government Total862 863 856843 84280 2009shy10 delivered contracted793 768

60

40

20

0 Agency Agency Government Total

delivered contracted

60

Urgent repairs completed within 24 hours

Perc

enta

ge

40

by delivery type 2009-10 (HAs)

PPerc

enta

geer

cent

age

Sector performance report 2009-10 27

80

100

80

100

Non-urgent repairs non urgent repairs completed within 14 days by delivery type 2009-10 (HAs)

The completion rate for non-urgent requested repairs within 14 days for associations was 861 per cent and similar to 100

844

745

836

916 861

789

916912 852

797

388

788

2007shy08 urgent repairs the highest completion rate was recorded for 2008shy09 agency delivered repairs and the lowest for repairs managed 80 2009shy10 by government maintenance services

PPerc

enta

geer

cent

age 60

non urgent repairs completed within 14 days 2009-10 (HAs) 40

60

40 Providers recorded a completion rate for non-urgent repairs within 14 days of 824 per cent with 984 per cent of agency

20

787

delivered repairs completed within the timeframe

790

861

100 938

881

791

911 966

932

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 non urgent repairs completed within 14 days

Average by delivery type 2009-10 (HPs)

100

20

0 Agency Agency Government Total

delivered contracted

Perc

enta

ge

20 60

835

0

797

Agency Agency Government Total delivered contracted

824 784

889

984

40

20

844 861

0

2006shy07 2007shy08 2008shy09 2009shy10

non urgent repairs completed within 14 days 80

four year trend (HAs)

Perc

enta

ge 60

40

Perc

enta

ge

28

80

100

Tenant satisfaction with maintenance by housing type Tenant satisfaction with maintenance 2009-10 (HPs)

Six associations provided data for tenant satisfaction with the quality of maintenance conducted This data showed that 100

overall 798 per cent of tenants responding to the survey14

893expressed satisfaction with maintenance 80 828 835 830

686Tenant satisfaction with maintenance 2009-10 (HAs) 60

100

828 798794

Perc

enta

ge

40

767 755 20

Perc

enta

ge 703

60 0

Long term Rooming Total Transitional Total house long term

40

20

0 HA1 HA2 HA3 HA4 HA5 HA6 2009

shy10 Average

Providers recorded 830 per cent satisfaction with maintenance15 The highest rate was recorded for transitional housing where maintenance is managed by the government maintenance services (NB data for transitional housing was supplied by four providers only)16

14 The response rates for the surveys varied between 139 per cent and 366 per cent (average 242 per cent) and the sample size between 769 per cent and 100 per cent (average 956 per cent)

15 The response rates for the surveys varied between 176 per cent and 100 per cent (average 311 per cent) and the sample size between 33 per cent and 100 per cent (average 853 per cent)

16 From the 2009-10 KPM data collection all agencies are required to use a specific question developed by the Housing Registrar for the tenant satisfaction with maintenance KPM

Sector performance report 2009-10 29

number of complaints HAs HPs Total Outcome of complaint HAs HPs Total

Total number of complaints Total number of tenantprospective tenant complaints

Advocate involvement

Yes No

Housing Type

Long term Transitional Crisis Other

214

104

154 846

603 322

00 75

913

444

70 930

368 572

25 35

1127

548

86 914

413 524

20 43

Not within agency jurisdiction -complainant referred elsewhere 33 Resolved - apology by agency 70 Resolved - explanationfurther information by agency 238 Resolved - change to decisionaction 159 Resolved - other 472 Unresolved - no resolution able to be reached with complainant 19 Unresolved - complainant took complaint to external party 09

72 25

406

27 435

20

14

65 34

374

52 442

20

13

Complainant

Tenant (or advocate on their behalf) Prospective tenant (or advocate on their behalf) Neighbour (or advocate on their behalf) Another agency Other

388

47

393 23

150

482

04

446 28 39

464

12

436 28 60

Primary focus of complaint

Customer serviceinformation referral processes 93 Tenancy management 173 Property maintenance 145 Neighbourhood disturbance 425 Securitypersonal safety 51 Communityinteragency relations 14 Other 98

34 48

327 486

41

08 56

45 72

293 475

43

09 64

24

1112

Tenant satisfaction with housing services

Seven of the nine associations conducted tenancy surveys11

during 2009-10 Overall of the tenants that responded to the surveys 6 878 per cent indicated that they were satisfied with the housing services provided by the association compared to 862 per cent in 2007-08

Tenant satisfaction with housing services 2009-10 (HAs)

100 100

928 908 904 87886580 821

784

Data for providers indicated that the average satisfaction rating with housing services was 885 per cent a slightly higher but very similar result to that for associations Of the 31 registered providers 20 provided data for this KPM 12 Data reported for rooming house residents showed a slightly lower level of satisfaction with housing services compared to tenants in other long term housing and transitional housing stock Two providers reported satisfaction rates below the average for rooming house tenants with one significantly below This provider is working to improve the satisfaction rate of its tenants for the future and the Housing Registrar is monitoring progress made towards achieving this

Where response rates to surveys were very low the Housing Registrar sought explanations from providers and strategies for improving upon this in the future

60

Tenant satisfaction with housing services 40

2009-10 (HPs)

20 100

933 884 893 885

HA1 HA2 HA3 HA4 HA5 HA6 HA7 2009 80 shy10

0

758 Average

Perc

enta

ge

Perc

enta

ge

60

40

Tenant satisfaction with housing services four year trend (HAs)

20

100 0

Long term Rooming Total Transitional Total house long term

80

Notes to table60

Long term (excluding rooming house) data for 17 out of 31 agencies rooming house 9 out of 31 and transitional housing 7 out of 3140

20

0

11 The response rates for the surveys varied between 163 per cent and 444 per cent (average 284 per cent) and the sample size between 674 per cent and 100 per cent (average 964 per cent)

12 The response rates for the surveys varied between 87 per cent and 100 per cent (average 311 per cent) and the sample size between 44 per cent and 100 per cent (average 851 per cent)

878862869 928

2006shy07 2007shy08 2008shy09 2009shy10

Perc

enta

ge

Sector performance report 2009-10 25

0

20

40

60

Tenant satisfaction ndash views

This KPM was introduced in the 2008-09 KPM data collection to measure tenantrsquos satisfaction around consideration of their views by the housing agency Seven of the nine associations provided data for this KPM in 2009-10 with an average result of 77 per cent Three associations were able to provide data for this KPM in 2008-09 with satisfaction ranging between 70 per cent and 100 per cent (average 75 per cent)

Tenant satisfaction - views 2009-10 (HAs)

100 100 100

89 80 80 79 77

67

59

Perc

enta

ge

Housing management and maintenance

Urgent repairs

Of the total number of urgent repairs requested of associations during 2009-10 868 per cent were completed within 24 hours a slight rise on last yearrsquos result of 856 per cent Eight of the associations recorded a completion rate of 819 per cent or higher

Urgent repairs completed within 24 hours 2009-10 (HAs)

100 100

966954 943 916 897 879 868 80 819

63660

Perc

enta

ge

40

20 HA1 HA2 HA3 HA4 HA5 HA6 HA7 2009

shy10 Average 0

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009 shy10

Average For providers the average recorded was 882 per cent up from 865 per cent13 Of the 31 providers 21 provided data for this KPM

Urgent repairs completed within 24 hours four year trend (HAs)

100

80

Perc

enta

ge

60

40

20

0

868856873

950

2006shy07 2007shy08 2008shy09 2009shy10

13 From the 2009-10 KPM data collection all agencies are required to use specific questions developed by the Housing Registrar for both KPMs concerning tenant satisfaction with housing services and consideration of views

26

Analysing this data further by delivery type shows that 899 per cent of urgent repairs delivered directly by staff employed by an association were completed within the relevant timeframe as compared to 863 per cent of repairs contracted by the association

Reasons for repairs not being completed within the required timeframes included tenants being unavailable for contractors to access properties weather delays and waiting periods for parts or major repairs required (eg hot water service replacement)

Associations using government maintenance services for some properties particularly transitional housing stock reported difficulties monitoring completion times for repairs Government maintenance services do not provide the data directly to agencies and agencies have had to develop alternative strategies to obtain required data through tenants

The average proportion of urgent repairs completed within 24 hours for providers was 850 per cent Similar to associations urgent repairs delivered by the agency recorded the highest rate of completion (93 per cent) Repairs coming under government maintenance services produced the lowest result (64 per cent) As a greater number of properties managed by providers came under government maintenance services this result significantly influenced the overall completion rate recorded by the sector

Urgent repairs completed within 24 hours by delivery type 2009-10 (HPs)

100

956 935

85080 818

or contractors reducing the reliability of this data at times

20 100 2007shy08

929 93 2008shy09 0899 873 868 Agency Agency Government Total862 863 856843 84280 2009shy10 delivered contracted793 768

60

40

20

0 Agency Agency Government Total

delivered contracted

60

Urgent repairs completed within 24 hours

Perc

enta

ge

40

by delivery type 2009-10 (HAs)

PPerc

enta

geer

cent

age

Sector performance report 2009-10 27

80

100

80

100

Non-urgent repairs non urgent repairs completed within 14 days by delivery type 2009-10 (HAs)

The completion rate for non-urgent requested repairs within 14 days for associations was 861 per cent and similar to 100

844

745

836

916 861

789

916912 852

797

388

788

2007shy08 urgent repairs the highest completion rate was recorded for 2008shy09 agency delivered repairs and the lowest for repairs managed 80 2009shy10 by government maintenance services

PPerc

enta

geer

cent

age 60

non urgent repairs completed within 14 days 2009-10 (HAs) 40

60

40 Providers recorded a completion rate for non-urgent repairs within 14 days of 824 per cent with 984 per cent of agency

20

787

delivered repairs completed within the timeframe

790

861

100 938

881

791

911 966

932

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 non urgent repairs completed within 14 days

Average by delivery type 2009-10 (HPs)

100

20

0 Agency Agency Government Total

delivered contracted

Perc

enta

ge

20 60

835

0

797

Agency Agency Government Total delivered contracted

824 784

889

984

40

20

844 861

0

2006shy07 2007shy08 2008shy09 2009shy10

non urgent repairs completed within 14 days 80

four year trend (HAs)

Perc

enta

ge 60

40

Perc

enta

ge

28

80

100

Tenant satisfaction with maintenance by housing type Tenant satisfaction with maintenance 2009-10 (HPs)

Six associations provided data for tenant satisfaction with the quality of maintenance conducted This data showed that 100

overall 798 per cent of tenants responding to the survey14

893expressed satisfaction with maintenance 80 828 835 830

686Tenant satisfaction with maintenance 2009-10 (HAs) 60

100

828 798794

Perc

enta

ge

40

767 755 20

Perc

enta

ge 703

60 0

Long term Rooming Total Transitional Total house long term

40

20

0 HA1 HA2 HA3 HA4 HA5 HA6 2009

shy10 Average

Providers recorded 830 per cent satisfaction with maintenance15 The highest rate was recorded for transitional housing where maintenance is managed by the government maintenance services (NB data for transitional housing was supplied by four providers only)16

14 The response rates for the surveys varied between 139 per cent and 366 per cent (average 242 per cent) and the sample size between 769 per cent and 100 per cent (average 956 per cent)

15 The response rates for the surveys varied between 176 per cent and 100 per cent (average 311 per cent) and the sample size between 33 per cent and 100 per cent (average 853 per cent)

16 From the 2009-10 KPM data collection all agencies are required to use a specific question developed by the Housing Registrar for the tenant satisfaction with maintenance KPM

Sector performance report 2009-10 29

1112

Tenant satisfaction with housing services

Seven of the nine associations conducted tenancy surveys11

during 2009-10 Overall of the tenants that responded to the surveys 6 878 per cent indicated that they were satisfied with the housing services provided by the association compared to 862 per cent in 2007-08

Tenant satisfaction with housing services 2009-10 (HAs)

100 100

928 908 904 87886580 821

784

Data for providers indicated that the average satisfaction rating with housing services was 885 per cent a slightly higher but very similar result to that for associations Of the 31 registered providers 20 provided data for this KPM 12 Data reported for rooming house residents showed a slightly lower level of satisfaction with housing services compared to tenants in other long term housing and transitional housing stock Two providers reported satisfaction rates below the average for rooming house tenants with one significantly below This provider is working to improve the satisfaction rate of its tenants for the future and the Housing Registrar is monitoring progress made towards achieving this

Where response rates to surveys were very low the Housing Registrar sought explanations from providers and strategies for improving upon this in the future

60

Tenant satisfaction with housing services 40

2009-10 (HPs)

20 100

933 884 893 885

HA1 HA2 HA3 HA4 HA5 HA6 HA7 2009 80 shy10

0

758 Average

Perc

enta

ge

Perc

enta

ge

60

40

Tenant satisfaction with housing services four year trend (HAs)

20

100 0

Long term Rooming Total Transitional Total house long term

80

Notes to table60

Long term (excluding rooming house) data for 17 out of 31 agencies rooming house 9 out of 31 and transitional housing 7 out of 3140

20

0

11 The response rates for the surveys varied between 163 per cent and 444 per cent (average 284 per cent) and the sample size between 674 per cent and 100 per cent (average 964 per cent)

12 The response rates for the surveys varied between 87 per cent and 100 per cent (average 311 per cent) and the sample size between 44 per cent and 100 per cent (average 851 per cent)

878862869 928

2006shy07 2007shy08 2008shy09 2009shy10

Perc

enta

ge

Sector performance report 2009-10 25

0

20

40

60

Tenant satisfaction ndash views

This KPM was introduced in the 2008-09 KPM data collection to measure tenantrsquos satisfaction around consideration of their views by the housing agency Seven of the nine associations provided data for this KPM in 2009-10 with an average result of 77 per cent Three associations were able to provide data for this KPM in 2008-09 with satisfaction ranging between 70 per cent and 100 per cent (average 75 per cent)

Tenant satisfaction - views 2009-10 (HAs)

100 100 100

89 80 80 79 77

67

59

Perc

enta

ge

Housing management and maintenance

Urgent repairs

Of the total number of urgent repairs requested of associations during 2009-10 868 per cent were completed within 24 hours a slight rise on last yearrsquos result of 856 per cent Eight of the associations recorded a completion rate of 819 per cent or higher

Urgent repairs completed within 24 hours 2009-10 (HAs)

100 100

966954 943 916 897 879 868 80 819

63660

Perc

enta

ge

40

20 HA1 HA2 HA3 HA4 HA5 HA6 HA7 2009

shy10 Average 0

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009 shy10

Average For providers the average recorded was 882 per cent up from 865 per cent13 Of the 31 providers 21 provided data for this KPM

Urgent repairs completed within 24 hours four year trend (HAs)

100

80

Perc

enta

ge

60

40

20

0

868856873

950

2006shy07 2007shy08 2008shy09 2009shy10

13 From the 2009-10 KPM data collection all agencies are required to use specific questions developed by the Housing Registrar for both KPMs concerning tenant satisfaction with housing services and consideration of views

26

Analysing this data further by delivery type shows that 899 per cent of urgent repairs delivered directly by staff employed by an association were completed within the relevant timeframe as compared to 863 per cent of repairs contracted by the association

Reasons for repairs not being completed within the required timeframes included tenants being unavailable for contractors to access properties weather delays and waiting periods for parts or major repairs required (eg hot water service replacement)

Associations using government maintenance services for some properties particularly transitional housing stock reported difficulties monitoring completion times for repairs Government maintenance services do not provide the data directly to agencies and agencies have had to develop alternative strategies to obtain required data through tenants

The average proportion of urgent repairs completed within 24 hours for providers was 850 per cent Similar to associations urgent repairs delivered by the agency recorded the highest rate of completion (93 per cent) Repairs coming under government maintenance services produced the lowest result (64 per cent) As a greater number of properties managed by providers came under government maintenance services this result significantly influenced the overall completion rate recorded by the sector

Urgent repairs completed within 24 hours by delivery type 2009-10 (HPs)

100

956 935

85080 818

or contractors reducing the reliability of this data at times

20 100 2007shy08

929 93 2008shy09 0899 873 868 Agency Agency Government Total862 863 856843 84280 2009shy10 delivered contracted793 768

60

40

20

0 Agency Agency Government Total

delivered contracted

60

Urgent repairs completed within 24 hours

Perc

enta

ge

40

by delivery type 2009-10 (HAs)

PPerc

enta

geer

cent

age

Sector performance report 2009-10 27

80

100

80

100

Non-urgent repairs non urgent repairs completed within 14 days by delivery type 2009-10 (HAs)

The completion rate for non-urgent requested repairs within 14 days for associations was 861 per cent and similar to 100

844

745

836

916 861

789

916912 852

797

388

788

2007shy08 urgent repairs the highest completion rate was recorded for 2008shy09 agency delivered repairs and the lowest for repairs managed 80 2009shy10 by government maintenance services

PPerc

enta

geer

cent

age 60

non urgent repairs completed within 14 days 2009-10 (HAs) 40

60

40 Providers recorded a completion rate for non-urgent repairs within 14 days of 824 per cent with 984 per cent of agency

20

787

delivered repairs completed within the timeframe

790

861

100 938

881

791

911 966

932

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 non urgent repairs completed within 14 days

Average by delivery type 2009-10 (HPs)

100

20

0 Agency Agency Government Total

delivered contracted

Perc

enta

ge

20 60

835

0

797

Agency Agency Government Total delivered contracted

824 784

889

984

40

20

844 861

0

2006shy07 2007shy08 2008shy09 2009shy10

non urgent repairs completed within 14 days 80

four year trend (HAs)

Perc

enta

ge 60

40

Perc

enta

ge

28

80

100

Tenant satisfaction with maintenance by housing type Tenant satisfaction with maintenance 2009-10 (HPs)

Six associations provided data for tenant satisfaction with the quality of maintenance conducted This data showed that 100

overall 798 per cent of tenants responding to the survey14

893expressed satisfaction with maintenance 80 828 835 830

686Tenant satisfaction with maintenance 2009-10 (HAs) 60

100

828 798794

Perc

enta

ge

40

767 755 20

Perc

enta

ge 703

60 0

Long term Rooming Total Transitional Total house long term

40

20

0 HA1 HA2 HA3 HA4 HA5 HA6 2009

shy10 Average

Providers recorded 830 per cent satisfaction with maintenance15 The highest rate was recorded for transitional housing where maintenance is managed by the government maintenance services (NB data for transitional housing was supplied by four providers only)16

14 The response rates for the surveys varied between 139 per cent and 366 per cent (average 242 per cent) and the sample size between 769 per cent and 100 per cent (average 956 per cent)

15 The response rates for the surveys varied between 176 per cent and 100 per cent (average 311 per cent) and the sample size between 33 per cent and 100 per cent (average 853 per cent)

16 From the 2009-10 KPM data collection all agencies are required to use a specific question developed by the Housing Registrar for the tenant satisfaction with maintenance KPM

Sector performance report 2009-10 29

0

20

40

60

Tenant satisfaction ndash views

This KPM was introduced in the 2008-09 KPM data collection to measure tenantrsquos satisfaction around consideration of their views by the housing agency Seven of the nine associations provided data for this KPM in 2009-10 with an average result of 77 per cent Three associations were able to provide data for this KPM in 2008-09 with satisfaction ranging between 70 per cent and 100 per cent (average 75 per cent)

Tenant satisfaction - views 2009-10 (HAs)

100 100 100

89 80 80 79 77

67

59

Perc

enta

ge

Housing management and maintenance

Urgent repairs

Of the total number of urgent repairs requested of associations during 2009-10 868 per cent were completed within 24 hours a slight rise on last yearrsquos result of 856 per cent Eight of the associations recorded a completion rate of 819 per cent or higher

Urgent repairs completed within 24 hours 2009-10 (HAs)

100 100

966954 943 916 897 879 868 80 819

63660

Perc

enta

ge

40

20 HA1 HA2 HA3 HA4 HA5 HA6 HA7 2009

shy10 Average 0

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009 shy10

Average For providers the average recorded was 882 per cent up from 865 per cent13 Of the 31 providers 21 provided data for this KPM

Urgent repairs completed within 24 hours four year trend (HAs)

100

80

Perc

enta

ge

60

40

20

0

868856873

950

2006shy07 2007shy08 2008shy09 2009shy10

13 From the 2009-10 KPM data collection all agencies are required to use specific questions developed by the Housing Registrar for both KPMs concerning tenant satisfaction with housing services and consideration of views

26

Analysing this data further by delivery type shows that 899 per cent of urgent repairs delivered directly by staff employed by an association were completed within the relevant timeframe as compared to 863 per cent of repairs contracted by the association

Reasons for repairs not being completed within the required timeframes included tenants being unavailable for contractors to access properties weather delays and waiting periods for parts or major repairs required (eg hot water service replacement)

Associations using government maintenance services for some properties particularly transitional housing stock reported difficulties monitoring completion times for repairs Government maintenance services do not provide the data directly to agencies and agencies have had to develop alternative strategies to obtain required data through tenants

The average proportion of urgent repairs completed within 24 hours for providers was 850 per cent Similar to associations urgent repairs delivered by the agency recorded the highest rate of completion (93 per cent) Repairs coming under government maintenance services produced the lowest result (64 per cent) As a greater number of properties managed by providers came under government maintenance services this result significantly influenced the overall completion rate recorded by the sector

Urgent repairs completed within 24 hours by delivery type 2009-10 (HPs)

100

956 935

85080 818

or contractors reducing the reliability of this data at times

20 100 2007shy08

929 93 2008shy09 0899 873 868 Agency Agency Government Total862 863 856843 84280 2009shy10 delivered contracted793 768

60

40

20

0 Agency Agency Government Total

delivered contracted

60

Urgent repairs completed within 24 hours

Perc

enta

ge

40

by delivery type 2009-10 (HAs)

PPerc

enta

geer

cent

age

Sector performance report 2009-10 27

80

100

80

100

Non-urgent repairs non urgent repairs completed within 14 days by delivery type 2009-10 (HAs)

The completion rate for non-urgent requested repairs within 14 days for associations was 861 per cent and similar to 100

844

745

836

916 861

789

916912 852

797

388

788

2007shy08 urgent repairs the highest completion rate was recorded for 2008shy09 agency delivered repairs and the lowest for repairs managed 80 2009shy10 by government maintenance services

PPerc

enta

geer

cent

age 60

non urgent repairs completed within 14 days 2009-10 (HAs) 40

60

40 Providers recorded a completion rate for non-urgent repairs within 14 days of 824 per cent with 984 per cent of agency

20

787

delivered repairs completed within the timeframe

790

861

100 938

881

791

911 966

932

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 non urgent repairs completed within 14 days

Average by delivery type 2009-10 (HPs)

100

20

0 Agency Agency Government Total

delivered contracted

Perc

enta

ge

20 60

835

0

797

Agency Agency Government Total delivered contracted

824 784

889

984

40

20

844 861

0

2006shy07 2007shy08 2008shy09 2009shy10

non urgent repairs completed within 14 days 80

four year trend (HAs)

Perc

enta

ge 60

40

Perc

enta

ge

28

80

100

Tenant satisfaction with maintenance by housing type Tenant satisfaction with maintenance 2009-10 (HPs)

Six associations provided data for tenant satisfaction with the quality of maintenance conducted This data showed that 100

overall 798 per cent of tenants responding to the survey14

893expressed satisfaction with maintenance 80 828 835 830

686Tenant satisfaction with maintenance 2009-10 (HAs) 60

100

828 798794

Perc

enta

ge

40

767 755 20

Perc

enta

ge 703

60 0

Long term Rooming Total Transitional Total house long term

40

20

0 HA1 HA2 HA3 HA4 HA5 HA6 2009

shy10 Average

Providers recorded 830 per cent satisfaction with maintenance15 The highest rate was recorded for transitional housing where maintenance is managed by the government maintenance services (NB data for transitional housing was supplied by four providers only)16

14 The response rates for the surveys varied between 139 per cent and 366 per cent (average 242 per cent) and the sample size between 769 per cent and 100 per cent (average 956 per cent)

15 The response rates for the surveys varied between 176 per cent and 100 per cent (average 311 per cent) and the sample size between 33 per cent and 100 per cent (average 853 per cent)

16 From the 2009-10 KPM data collection all agencies are required to use a specific question developed by the Housing Registrar for the tenant satisfaction with maintenance KPM

Sector performance report 2009-10 29

Analysing this data further by delivery type shows that 899 per cent of urgent repairs delivered directly by staff employed by an association were completed within the relevant timeframe as compared to 863 per cent of repairs contracted by the association

Reasons for repairs not being completed within the required timeframes included tenants being unavailable for contractors to access properties weather delays and waiting periods for parts or major repairs required (eg hot water service replacement)

Associations using government maintenance services for some properties particularly transitional housing stock reported difficulties monitoring completion times for repairs Government maintenance services do not provide the data directly to agencies and agencies have had to develop alternative strategies to obtain required data through tenants

The average proportion of urgent repairs completed within 24 hours for providers was 850 per cent Similar to associations urgent repairs delivered by the agency recorded the highest rate of completion (93 per cent) Repairs coming under government maintenance services produced the lowest result (64 per cent) As a greater number of properties managed by providers came under government maintenance services this result significantly influenced the overall completion rate recorded by the sector

Urgent repairs completed within 24 hours by delivery type 2009-10 (HPs)

100

956 935

85080 818

or contractors reducing the reliability of this data at times

20 100 2007shy08

929 93 2008shy09 0899 873 868 Agency Agency Government Total862 863 856843 84280 2009shy10 delivered contracted793 768

60

40

20

0 Agency Agency Government Total

delivered contracted

60

Urgent repairs completed within 24 hours

Perc

enta

ge

40

by delivery type 2009-10 (HAs)

PPerc

enta

geer

cent

age

Sector performance report 2009-10 27

80

100

80

100

Non-urgent repairs non urgent repairs completed within 14 days by delivery type 2009-10 (HAs)

The completion rate for non-urgent requested repairs within 14 days for associations was 861 per cent and similar to 100

844

745

836

916 861

789

916912 852

797

388

788

2007shy08 urgent repairs the highest completion rate was recorded for 2008shy09 agency delivered repairs and the lowest for repairs managed 80 2009shy10 by government maintenance services

PPerc

enta

geer

cent

age 60

non urgent repairs completed within 14 days 2009-10 (HAs) 40

60

40 Providers recorded a completion rate for non-urgent repairs within 14 days of 824 per cent with 984 per cent of agency

20

787

delivered repairs completed within the timeframe

790

861

100 938

881

791

911 966

932

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 non urgent repairs completed within 14 days

Average by delivery type 2009-10 (HPs)

100

20

0 Agency Agency Government Total

delivered contracted

Perc

enta

ge

20 60

835

0

797

Agency Agency Government Total delivered contracted

824 784

889

984

40

20

844 861

0

2006shy07 2007shy08 2008shy09 2009shy10

non urgent repairs completed within 14 days 80

four year trend (HAs)

Perc

enta

ge 60

40

Perc

enta

ge

28

80

100

Tenant satisfaction with maintenance by housing type Tenant satisfaction with maintenance 2009-10 (HPs)

Six associations provided data for tenant satisfaction with the quality of maintenance conducted This data showed that 100

overall 798 per cent of tenants responding to the survey14

893expressed satisfaction with maintenance 80 828 835 830

686Tenant satisfaction with maintenance 2009-10 (HAs) 60

100

828 798794

Perc

enta

ge

40

767 755 20

Perc

enta

ge 703

60 0

Long term Rooming Total Transitional Total house long term

40

20

0 HA1 HA2 HA3 HA4 HA5 HA6 2009

shy10 Average

Providers recorded 830 per cent satisfaction with maintenance15 The highest rate was recorded for transitional housing where maintenance is managed by the government maintenance services (NB data for transitional housing was supplied by four providers only)16

14 The response rates for the surveys varied between 139 per cent and 366 per cent (average 242 per cent) and the sample size between 769 per cent and 100 per cent (average 956 per cent)

15 The response rates for the surveys varied between 176 per cent and 100 per cent (average 311 per cent) and the sample size between 33 per cent and 100 per cent (average 853 per cent)

16 From the 2009-10 KPM data collection all agencies are required to use a specific question developed by the Housing Registrar for the tenant satisfaction with maintenance KPM

Sector performance report 2009-10 29

80

100

80

100

Non-urgent repairs non urgent repairs completed within 14 days by delivery type 2009-10 (HAs)

The completion rate for non-urgent requested repairs within 14 days for associations was 861 per cent and similar to 100

844

745

836

916 861

789

916912 852

797

388

788

2007shy08 urgent repairs the highest completion rate was recorded for 2008shy09 agency delivered repairs and the lowest for repairs managed 80 2009shy10 by government maintenance services

PPerc

enta

geer

cent

age 60

non urgent repairs completed within 14 days 2009-10 (HAs) 40

60

40 Providers recorded a completion rate for non-urgent repairs within 14 days of 824 per cent with 984 per cent of agency

20

787

delivered repairs completed within the timeframe

790

861

100 938

881

791

911 966

932

0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2009

shy10 non urgent repairs completed within 14 days

Average by delivery type 2009-10 (HPs)

100

20

0 Agency Agency Government Total

delivered contracted

Perc

enta

ge

20 60

835

0

797

Agency Agency Government Total delivered contracted

824 784

889

984

40

20

844 861

0

2006shy07 2007shy08 2008shy09 2009shy10

non urgent repairs completed within 14 days 80

four year trend (HAs)

Perc

enta

ge 60

40

Perc

enta

ge

28

80

100

Tenant satisfaction with maintenance by housing type Tenant satisfaction with maintenance 2009-10 (HPs)

Six associations provided data for tenant satisfaction with the quality of maintenance conducted This data showed that 100

overall 798 per cent of tenants responding to the survey14

893expressed satisfaction with maintenance 80 828 835 830

686Tenant satisfaction with maintenance 2009-10 (HAs) 60

100

828 798794

Perc

enta

ge

40

767 755 20

Perc

enta

ge 703

60 0

Long term Rooming Total Transitional Total house long term

40

20

0 HA1 HA2 HA3 HA4 HA5 HA6 2009

shy10 Average

Providers recorded 830 per cent satisfaction with maintenance15 The highest rate was recorded for transitional housing where maintenance is managed by the government maintenance services (NB data for transitional housing was supplied by four providers only)16

14 The response rates for the surveys varied between 139 per cent and 366 per cent (average 242 per cent) and the sample size between 769 per cent and 100 per cent (average 956 per cent)

15 The response rates for the surveys varied between 176 per cent and 100 per cent (average 311 per cent) and the sample size between 33 per cent and 100 per cent (average 853 per cent)

16 From the 2009-10 KPM data collection all agencies are required to use a specific question developed by the Housing Registrar for the tenant satisfaction with maintenance KPM

Sector performance report 2009-10 29

80

100

Tenant satisfaction with maintenance by housing type Tenant satisfaction with maintenance 2009-10 (HPs)

Six associations provided data for tenant satisfaction with the quality of maintenance conducted This data showed that 100

overall 798 per cent of tenants responding to the survey14

893expressed satisfaction with maintenance 80 828 835 830

686Tenant satisfaction with maintenance 2009-10 (HAs) 60

100

828 798794

Perc

enta

ge

40

767 755 20

Perc

enta

ge 703

60 0

Long term Rooming Total Transitional Total house long term

40

20

0 HA1 HA2 HA3 HA4 HA5 HA6 2009

shy10 Average

Providers recorded 830 per cent satisfaction with maintenance15 The highest rate was recorded for transitional housing where maintenance is managed by the government maintenance services (NB data for transitional housing was supplied by four providers only)16

14 The response rates for the surveys varied between 139 per cent and 366 per cent (average 242 per cent) and the sample size between 769 per cent and 100 per cent (average 956 per cent)

15 The response rates for the surveys varied between 176 per cent and 100 per cent (average 311 per cent) and the sample size between 33 per cent and 100 per cent (average 853 per cent)

16 From the 2009-10 KPM data collection all agencies are required to use a specific question developed by the Housing Registrar for the tenant satisfaction with maintenance KPM

Sector performance report 2009-10 29

FInAnCIAllY VIABlE

The financial viability Performance Standard is measured in terms of operating performance operating cash flow liquidity and capital structure During 2009-10 five additional agencies were registered as providers and one provider was upgraded to association status As a result comparative financial data for 2008-09 has been adjusted to reflect these changes compared to what was reported last year

Operating performance

Operating revenue and costs

Rental revenue of the sector increased to $591 million ($361 million contributed by housing associations) from $476 million in the previous year predominantly due to the increase in the number of properties managed by the registered sector resulting from capital grants provided under Commonwealth and State government investment programs and five new agencies being registered during the year As a result of increased activity in the sector (especially the associations) operating expenses increased by 193 per cent

Operating EBITDA (Earnings before interest tax and depreciation) of the sector increased by 73 per cent reaching $224 million during the year compared to $129 million in 2008-09 The operating EBITDA margin of the sector was at 155 per cent for 2009-10

Operating revenue breakdown 2009-10 (HAs)

Other Revenue 150

Operating Grants 16

Rental Revenue 120 43

15

4490

13

59

SectorHPs

$m

12 20 41 4018 62

224122 58

59 27

26

HAs HPs Sector HAs

The proportion of operating grants from total operating revenue declined to 433 per cent in 2009 10 from 444 per cent the previous year This shift in the revenue mix was due to rental revenue increasing by 242 per cent compared to 223 per cent in operating grants 477 per cent of operating expenses consisted of direct administration and operating expenses followed by corporate overheads (221 per cent) and property expenses (131 per cent)

Total depreciation expense for the sector during the year was $77 million ($55m in 2008-09) The increase in depreciation expenses was mainly due to an increase in housing assets This resulted in an operating EBIT (Earnings before interest and tax) of $147 million for 2009-10 compared to $73 million in 2008-09

Out of total operating expenses 70 per cent consisted of direct administrationoperating expenses and corporate overheads This was mainly due to agencies (especially associations) establishing project management teams to manage their development activities an increase in financeadministration staff and increased costs in terms of managing a larger number of housing units and tenancies ndash this upward trend in staffing numbers was highlighted earlier in the report

Operating expense composition of the sector 2008-092009-10

50 2008shy09495 477

20 197

2009shy10

Perc

enta

ge

30

221

2008shy09 2009shy10

131 131 10 110

93 69

15 12 49

0 Property Routine Nonshycapitalised Direct Corporate Other Expenses Maintenance Planned Admin overheads Expenses

Expenses Maintenance Operating Expenses

0

30

60

30

05

10

15

20

25

Return on average assets

Return on average assets (ROAA) of the sector was 15 per cent in 2009-10 ROAA for associations was 1 per cent in 2009-10 as a result of a larger asset base of $17 billion compared to $12 billion in 2008-09The chart below depicts the ROAA of housing associations The Housing Registrar noted the improved result for one association after a negative ROAA for 2008-09 mainly due to a negative operating EBITDA in that year

The ROAA of housing providers (11 per cent on average) was much higher than associations This was due to the significantly lower asset base of the providers compared to associations

return on average assets 2008-092009-10 (HAs)

2008shy09

liquidity The liquidity position of the sector is measured in terms of the current ratio (measuring a companyrsquos ability to meet its current liabilities using its current assets which are easily converted to cash) For the sector as a whole the current ratio was 17 times in 2009-10 compared to 19 times the previous year The current ratio for the associations was 18 times (19 times in 2008-09) The main reason for the slight decrease in the current ratio for the associations was the increase in accounts payable related to development work and capital grants received in advance as at the end of June 2010

Current ratio 30 June 2010 (HAs)

12 116

10

646

Average HA9HA8HA7HA6HA5HA4HA3HA2HA1

09

shy14

17

1212

03 03 03

10 08

11 10

03

22

09

19

0607

08 10

2 2000 19 1816

Num

ber

of t

imes 82009shy10

75

Perc

enta

ge

4 35

13 0805shy05 0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2008 2009

shy09 shy10shy10 Average

shy15

Operating cash flow

The overall operating cash flow of the sector was positive during 2009-10 The total operating cash flow of housing associations was $985 million in 2009-10 compared to $19 million the previous year The main reason for this was an increase in operating revenue as a result of increased rental revenue operating grants and other income The total operating cash flow of providers was $17 million compared to $77 million the previous year

Associations manage significant growth programs with capital grants and debt funding causing fluctuations in cash flows and some variation in current ratios as a result of timing issues All associations forecast stable liquidity over the next three years with an average current ratio of 27 times For some associations the current ratio was quite high as a result of high cash balances maintained - due to capital grants received in advance This will consequently change over time

Sector performance report 2009-10 31

0

20

40

60

80

100

A major component of current assets consists of cash and Capital structure cash equivalents for both associations and providers

Total assets Cash as a proportion of current assets 30 June 2010 (HAs)

Total assets of the sector increased by 446 per cent during 2009-10 to $18bn The growth in total assets of the sector

831

The increase in equity of the registered sector is due to

988999

755

993 was dominated by housing associations whose total assets grew by 436 per cent to $17 billion

Perc

enta

ge

earnings accumulating over a number of years buoyed by the 75 per cent capital grant contributions and operating grants

565

provided by the State government

540

306 306

223 Total asset composition of the sector 2008-092009-10

127

100HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2008 2009 Liabilities

20

84 81

0

2008shy09 2009shy10

16 19shy09 shy10

EquityAverage 80

Perc

enta

ge

For a few associations cash as a proportion of total current assets was quite high as a result of unspent capital grants as at June 2010 which were received in advance of payments needing to be made

60

40

Total assets of providers as at 30 June 2010 were $1003m

Total assets composition 2009-10 (HAs)

0

20

40

60

80

100 1741415951642214416706512573

826859

941

484

958

786

584

930935 875

927

Perc

enta

ge

Liabilities Equity

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2008 2009 shy09 shy10 Average

32

Total assets and housing assets ($m) 30 June 2010 (HAs)

600 578

562

500

400

300

240 222 217

194200 191

179 170 142

155 145 144141 133

117 122109100

43 38 22 7 0

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2008 2009 shy09 shy10 Average

Housing assets of associations have grown over the last four years at a compound annual growth rate of 43 per cent to $17 billion by 2009-10 This has been predominantly due to capital grants provided by the Victorian Government and capital grants from Commonwealth Governmentrsquos Nation Building ndash Economic Stimulus Plan

Interest bearing debt

Interest bearing debt is predominantly undertaken by associations for housing developments As at June 2010 total debt undertaken by associations was $956 million compared to $13 million by providers

Incease in interest bearing debt of the sector ($m)

120

100

1086

80 74

60

42 40

20 23

0

2006shy07 2007shy08 2008shy09 2009shy10

Total interest bearing debt ($m) 30 June 2010 (HAs)

40

35 367 352

30

25

20

15

10 106

71605 50 4332 24 29 00 0

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2008 2009 shy09 shy10 Average

Sector performance report 2009-10 33

Interest cover

The interest cover as measured in the following charts indicates an agencyrsquos ability to meet interest expenses from EBITDA and is expressed in the number of times EBITDA covers interest expense The average interest cover of housing associations was 26 times in 2009-10 compared to 28 times the previous year The slight decrease in average interest cover was due to an increase in interest expenses as a result of undertaking additional debt to fund housing developments The reason for two associations to have a significantly higher interest cover was due to their lower base of borrowings as at June 2010 which will decrease once they start borrowing during 2010-11

Interest cover based on operating EBITdA 2009-10 (HAs)

0

1

2

3

4

5

6

7

8

2628

00

75

38

30 27

03

80

21

28

0

20

40

2009 shy10

Average

2008 shy09

HA9HA8HA7HA6HA5HA4HA3HA2HA1

185

47

624

235 161150

369360

553

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2008 2009 shy09 shy10 Average

Loan to valuation ratio (LVR)

The loan to valuation ratio has been calculated based on the value of the housing assets in comparison to total debt Average LVR for housing associations (based on the value of housing assets) in 2009-10 was 62 per cent compared to 58 per cent the previous year The marginal increase has been due to an increase in debt levels

Capital expenditure

Capital expenditure of the sector totalled $3704 million of which 99 per cent was for housing assets Capital expenditure was predominantly undertaken by housing associations Housing providers spent $197 million as capital expenditure during 2009-10

Capital expenditure 2008-092009-10 (HAs)

120

100

80

60

438

1009

34

Outlook Total assets of the registered sector are projected to increase by 57 per cent over the next three years The growth in assets will predominantly be in the form of housing assets which are projected to increase considerably during the next 24 months The level of borrowings will also increase in line with housing development activity (especially with housing associations)

Sector performance report 2009-10 35

Appendix 1

Key performance measures -definitions

Key performance measure 1

Regular board meetings

Meetings convened by the board in quorum in the past 12 months as a percentage of scheduled board meetings for the year

Key performance measure 2

Active board members (including positions vacant) Active board members (excluding positions vacant)

Board members in attendance at board meetings held in the past 12 months as a percentage of total board positions

Key performance measure 3

Date of board approval of budget Date of board approval of business plan

Date(s) on which the budget and annual business plan (for the following year) were signed off by the board

36

Key performance measure 4

Staff turnover

Staff who left for reasons other than contract term ending during the financial year as a percentage of total staff employed during the year

Key performance measure 5

Senior staff turnover

Senior staff who left for reasons other than contract term ending during the financial year as a percentage of total senior staff employed during the year

Key performance measure 6

Turnaround time (vacant tenantable)

Total number of days tenancy units vacant during the year ended 30 June averaged across the total number of vacancies

Key performance measure 7

Void loss (vacant tenantable)

Rent foregone due to tenancy units being vacant as a percentage of total rent charged (plus void loss) for the year ended 30 June

Key performance measure 8

Current tenant rent arrears

Rent outstanding from current tenants as a percentage of total rent charged in the year ended 30 June

Key performance measure 9

Arrears written off as bad debt

Vacated arrears written off as bad debt as a percentage of total rent charged in the year ended 30 June

Key performance measure 10

Evictions

Evictions over the 12 month period as a percentage of total tenancy exits

Key performance measure 11

Tenancies maintained (long term housing)

Tenancies maintained for the full 12 month period (July to June) as a percentage of total tenancies at 1 July (year start)

Key performance measure 12

Current tenants owing more than 8 weeks rent at year end

Tenants whose arrears total more than eight weeks as a percentage of all tenancies as at 30 June

Key performance measure 13

Prospective tenanttenant complaints

Tenantprospective tenant complaints resolved within 30 days by the agency as a percentage of all tenantprospective tenant complaints for the year ended 30 June

Key performance measure 14

Tenant satisfaction ndash housing services

Tenants expressing overall satisfaction with housing services in a tenancy survey (point in time) as a percentage of all tenants responding

Key performance measure 15

Tenant satisfaction ndash consideration of views

Tenants expressing overall satisfaction that their views were being taken into account in a tenancy survey (point in time) as a percentage of all tenants responding

Key performance measure 16

Urgent requested repairs

Urgent repairs completed within 24 hours as a percentage of all urgent repairs for the year ended 30 June

Key performance measure 17

Non-urgent requested repairs

Other requested repairs completed within a 14 day timeframe as a percentage of all other requested repairs for the year ended 30 June

Key performance measure 18

Tenant satisfaction ndash maintenance

Tenants expressing overall satisfaction with the quality of maintenance conducted in a tenancy survey (point in time) as a percentage of all tenants responding

Sector performance report 2009-10 37

Sector perform

ance 2009-10

• Sector Performance 2009-1013
• Contents
• Introduction
• 2009-10 Highlights
• Sector profile
• Sector performance
• Appendix 1

05

10

15

20

25

Return on average assets

Return on average assets (ROAA) of the sector was 15 per cent in 2009-10 ROAA for associations was 1 per cent in 2009-10 as a result of a larger asset base of $17 billion compared to $12 billion in 2008-09The chart below depicts the ROAA of housing associations The Housing Registrar noted the improved result for one association after a negative ROAA for 2008-09 mainly due to a negative operating EBITDA in that year

The ROAA of housing providers (11 per cent on average) was much higher than associations This was due to the significantly lower asset base of the providers compared to associations

return on average assets 2008-092009-10 (HAs)

2008shy09

liquidity The liquidity position of the sector is measured in terms of the current ratio (measuring a companyrsquos ability to meet its current liabilities using its current assets which are easily converted to cash) For the sector as a whole the current ratio was 17 times in 2009-10 compared to 19 times the previous year The current ratio for the associations was 18 times (19 times in 2008-09) The main reason for the slight decrease in the current ratio for the associations was the increase in accounts payable related to development work and capital grants received in advance as at the end of June 2010

Current ratio 30 June 2010 (HAs)

12 116

10

646

Average HA9HA8HA7HA6HA5HA4HA3HA2HA1

09

shy14

17

1212

03 03 03

10 08

11 10

03

22

09

19

0607

08 10

2 2000 19 1816

Num

ber

of t

imes 82009shy10

75

Perc

enta

ge

4 35

13 0805shy05 0 HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2008 2009

shy09 shy10shy10 Average

shy15

Operating cash flow

The overall operating cash flow of the sector was positive during 2009-10 The total operating cash flow of housing associations was $985 million in 2009-10 compared to $19 million the previous year The main reason for this was an increase in operating revenue as a result of increased rental revenue operating grants and other income The total operating cash flow of providers was $17 million compared to $77 million the previous year

Associations manage significant growth programs with capital grants and debt funding causing fluctuations in cash flows and some variation in current ratios as a result of timing issues All associations forecast stable liquidity over the next three years with an average current ratio of 27 times For some associations the current ratio was quite high as a result of high cash balances maintained - due to capital grants received in advance This will consequently change over time

Sector performance report 2009-10 31

0

20

40

60

80

100

A major component of current assets consists of cash and Capital structure cash equivalents for both associations and providers

Total assets Cash as a proportion of current assets 30 June 2010 (HAs)

Total assets of the sector increased by 446 per cent during 2009-10 to $18bn The growth in total assets of the sector

831

The increase in equity of the registered sector is due to

988999

755

993 was dominated by housing associations whose total assets grew by 436 per cent to $17 billion

Perc

enta

ge

earnings accumulating over a number of years buoyed by the 75 per cent capital grant contributions and operating grants

565

provided by the State government

540

306 306

223 Total asset composition of the sector 2008-092009-10

127

100HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2008 2009 Liabilities

20

84 81

0

2008shy09 2009shy10

16 19shy09 shy10

EquityAverage 80

Perc

enta

ge

For a few associations cash as a proportion of total current assets was quite high as a result of unspent capital grants as at June 2010 which were received in advance of payments needing to be made

60

40

Total assets of providers as at 30 June 2010 were $1003m

Total assets composition 2009-10 (HAs)

0

20

40

60

80

100 1741415951642214416706512573

826859

941

484

958

786

584

930935 875

927

Perc

enta

ge

Liabilities Equity

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2008 2009 shy09 shy10 Average

32

Total assets and housing assets ($m) 30 June 2010 (HAs)

600 578

562

500

400

300

240 222 217

194200 191

179 170 142

155 145 144141 133

117 122109100

43 38 22 7 0

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2008 2009 shy09 shy10 Average

Housing assets of associations have grown over the last four years at a compound annual growth rate of 43 per cent to $17 billion by 2009-10 This has been predominantly due to capital grants provided by the Victorian Government and capital grants from Commonwealth Governmentrsquos Nation Building ndash Economic Stimulus Plan

Interest bearing debt

Interest bearing debt is predominantly undertaken by associations for housing developments As at June 2010 total debt undertaken by associations was $956 million compared to $13 million by providers

Incease in interest bearing debt of the sector ($m)

120

100

1086

80 74

60

42 40

20 23

0

2006shy07 2007shy08 2008shy09 2009shy10

Total interest bearing debt ($m) 30 June 2010 (HAs)

40

35 367 352

30

25

20

15

10 106

71605 50 4332 24 29 00 0

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2008 2009 shy09 shy10 Average

Sector performance report 2009-10 33

Interest cover

The interest cover as measured in the following charts indicates an agencyrsquos ability to meet interest expenses from EBITDA and is expressed in the number of times EBITDA covers interest expense The average interest cover of housing associations was 26 times in 2009-10 compared to 28 times the previous year The slight decrease in average interest cover was due to an increase in interest expenses as a result of undertaking additional debt to fund housing developments The reason for two associations to have a significantly higher interest cover was due to their lower base of borrowings as at June 2010 which will decrease once they start borrowing during 2010-11

Interest cover based on operating EBITdA 2009-10 (HAs)

0

1

2

3

4

5

6

7

8

2628

00

75

38

30 27

03

80

21

28

0

20

40

2009 shy10

Average

2008 shy09

HA9HA8HA7HA6HA5HA4HA3HA2HA1

185

47

624

235 161150

369360

553

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2008 2009 shy09 shy10 Average

Loan to valuation ratio (LVR)

The loan to valuation ratio has been calculated based on the value of the housing assets in comparison to total debt Average LVR for housing associations (based on the value of housing assets) in 2009-10 was 62 per cent compared to 58 per cent the previous year The marginal increase has been due to an increase in debt levels

Capital expenditure

Capital expenditure of the sector totalled $3704 million of which 99 per cent was for housing assets Capital expenditure was predominantly undertaken by housing associations Housing providers spent $197 million as capital expenditure during 2009-10

Capital expenditure 2008-092009-10 (HAs)

120

100

80

60

438

1009

34

Outlook Total assets of the registered sector are projected to increase by 57 per cent over the next three years The growth in assets will predominantly be in the form of housing assets which are projected to increase considerably during the next 24 months The level of borrowings will also increase in line with housing development activity (especially with housing associations)

Sector performance report 2009-10 35

Appendix 1

Key performance measures -definitions

Key performance measure 1

Regular board meetings

Meetings convened by the board in quorum in the past 12 months as a percentage of scheduled board meetings for the year

Key performance measure 2

Active board members (including positions vacant) Active board members (excluding positions vacant)

Board members in attendance at board meetings held in the past 12 months as a percentage of total board positions

Key performance measure 3

Date of board approval of budget Date of board approval of business plan

Date(s) on which the budget and annual business plan (for the following year) were signed off by the board

36

Key performance measure 4

Staff turnover

Staff who left for reasons other than contract term ending during the financial year as a percentage of total staff employed during the year

Key performance measure 5

Senior staff turnover

Senior staff who left for reasons other than contract term ending during the financial year as a percentage of total senior staff employed during the year

Key performance measure 6

Turnaround time (vacant tenantable)

Total number of days tenancy units vacant during the year ended 30 June averaged across the total number of vacancies

Key performance measure 7

Void loss (vacant tenantable)

Rent foregone due to tenancy units being vacant as a percentage of total rent charged (plus void loss) for the year ended 30 June

Key performance measure 8

Current tenant rent arrears

Rent outstanding from current tenants as a percentage of total rent charged in the year ended 30 June

Key performance measure 9

Arrears written off as bad debt

Vacated arrears written off as bad debt as a percentage of total rent charged in the year ended 30 June

Key performance measure 10

Evictions

Evictions over the 12 month period as a percentage of total tenancy exits

Key performance measure 11

Tenancies maintained (long term housing)

Tenancies maintained for the full 12 month period (July to June) as a percentage of total tenancies at 1 July (year start)

Key performance measure 12

Current tenants owing more than 8 weeks rent at year end

Tenants whose arrears total more than eight weeks as a percentage of all tenancies as at 30 June

Key performance measure 13

Prospective tenanttenant complaints

Tenantprospective tenant complaints resolved within 30 days by the agency as a percentage of all tenantprospective tenant complaints for the year ended 30 June

Key performance measure 14

Tenant satisfaction ndash housing services

Tenants expressing overall satisfaction with housing services in a tenancy survey (point in time) as a percentage of all tenants responding

Key performance measure 15

Tenant satisfaction ndash consideration of views

Tenants expressing overall satisfaction that their views were being taken into account in a tenancy survey (point in time) as a percentage of all tenants responding

Key performance measure 16

Urgent requested repairs

Urgent repairs completed within 24 hours as a percentage of all urgent repairs for the year ended 30 June

Key performance measure 17

Non-urgent requested repairs

Other requested repairs completed within a 14 day timeframe as a percentage of all other requested repairs for the year ended 30 June

Key performance measure 18

Tenant satisfaction ndash maintenance

Tenants expressing overall satisfaction with the quality of maintenance conducted in a tenancy survey (point in time) as a percentage of all tenants responding

Sector performance report 2009-10 37

Sector perform

ance 2009-10

• Sector Performance 2009-1013
• Contents
• Introduction
• 2009-10 Highlights
• Sector profile
• Sector performance
• Appendix 1

0

20

40

60

80

100

A major component of current assets consists of cash and Capital structure cash equivalents for both associations and providers

Total assets Cash as a proportion of current assets 30 June 2010 (HAs)

Total assets of the sector increased by 446 per cent during 2009-10 to $18bn The growth in total assets of the sector

831

The increase in equity of the registered sector is due to

988999

755

993 was dominated by housing associations whose total assets grew by 436 per cent to $17 billion

Perc

enta

ge

earnings accumulating over a number of years buoyed by the 75 per cent capital grant contributions and operating grants

565

provided by the State government

540

306 306

223 Total asset composition of the sector 2008-092009-10

127

100HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2008 2009 Liabilities

20

84 81

0

2008shy09 2009shy10

16 19shy09 shy10

EquityAverage 80

Perc

enta

ge

For a few associations cash as a proportion of total current assets was quite high as a result of unspent capital grants as at June 2010 which were received in advance of payments needing to be made

60

40

Total assets of providers as at 30 June 2010 were $1003m

Total assets composition 2009-10 (HAs)

0

20

40

60

80

100 1741415951642214416706512573

826859

941

484

958

786

584

930935 875

927

Perc

enta

ge

Liabilities Equity

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2008 2009 shy09 shy10 Average

32

Total assets and housing assets ($m) 30 June 2010 (HAs)

600 578

562

500

400

300

240 222 217

194200 191

179 170 142

155 145 144141 133

117 122109100

43 38 22 7 0

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2008 2009 shy09 shy10 Average

Housing assets of associations have grown over the last four years at a compound annual growth rate of 43 per cent to $17 billion by 2009-10 This has been predominantly due to capital grants provided by the Victorian Government and capital grants from Commonwealth Governmentrsquos Nation Building ndash Economic Stimulus Plan

Interest bearing debt

Interest bearing debt is predominantly undertaken by associations for housing developments As at June 2010 total debt undertaken by associations was $956 million compared to $13 million by providers

Incease in interest bearing debt of the sector ($m)

120

100

1086

80 74

60

42 40

20 23

0

2006shy07 2007shy08 2008shy09 2009shy10

Total interest bearing debt ($m) 30 June 2010 (HAs)

40

35 367 352

30

25

20

15

10 106

71605 50 4332 24 29 00 0

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2008 2009 shy09 shy10 Average

Sector performance report 2009-10 33

Interest cover

The interest cover as measured in the following charts indicates an agencyrsquos ability to meet interest expenses from EBITDA and is expressed in the number of times EBITDA covers interest expense The average interest cover of housing associations was 26 times in 2009-10 compared to 28 times the previous year The slight decrease in average interest cover was due to an increase in interest expenses as a result of undertaking additional debt to fund housing developments The reason for two associations to have a significantly higher interest cover was due to their lower base of borrowings as at June 2010 which will decrease once they start borrowing during 2010-11

Interest cover based on operating EBITdA 2009-10 (HAs)

0

1

2

3

4

5

6

7

8

2628

00

75

38

30 27

03

80

21

28

0

20

40

2009 shy10

Average

2008 shy09

HA9HA8HA7HA6HA5HA4HA3HA2HA1

185

47

624

235 161150

369360

553

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2008 2009 shy09 shy10 Average

Loan to valuation ratio (LVR)

The loan to valuation ratio has been calculated based on the value of the housing assets in comparison to total debt Average LVR for housing associations (based on the value of housing assets) in 2009-10 was 62 per cent compared to 58 per cent the previous year The marginal increase has been due to an increase in debt levels

Capital expenditure

Capital expenditure of the sector totalled $3704 million of which 99 per cent was for housing assets Capital expenditure was predominantly undertaken by housing associations Housing providers spent $197 million as capital expenditure during 2009-10

Capital expenditure 2008-092009-10 (HAs)

120

100

80

60

438

1009

34

Outlook Total assets of the registered sector are projected to increase by 57 per cent over the next three years The growth in assets will predominantly be in the form of housing assets which are projected to increase considerably during the next 24 months The level of borrowings will also increase in line with housing development activity (especially with housing associations)

Sector performance report 2009-10 35

Appendix 1

Key performance measures -definitions

Key performance measure 1

Regular board meetings

Meetings convened by the board in quorum in the past 12 months as a percentage of scheduled board meetings for the year

Key performance measure 2

Active board members (including positions vacant) Active board members (excluding positions vacant)

Board members in attendance at board meetings held in the past 12 months as a percentage of total board positions

Key performance measure 3

Date of board approval of budget Date of board approval of business plan

Date(s) on which the budget and annual business plan (for the following year) were signed off by the board

36

Key performance measure 4

Staff turnover

Staff who left for reasons other than contract term ending during the financial year as a percentage of total staff employed during the year

Key performance measure 5

Senior staff turnover

Senior staff who left for reasons other than contract term ending during the financial year as a percentage of total senior staff employed during the year

Key performance measure 6

Turnaround time (vacant tenantable)

Total number of days tenancy units vacant during the year ended 30 June averaged across the total number of vacancies

Key performance measure 7

Void loss (vacant tenantable)

Rent foregone due to tenancy units being vacant as a percentage of total rent charged (plus void loss) for the year ended 30 June

Key performance measure 8

Current tenant rent arrears

Rent outstanding from current tenants as a percentage of total rent charged in the year ended 30 June

Key performance measure 9

Arrears written off as bad debt

Vacated arrears written off as bad debt as a percentage of total rent charged in the year ended 30 June

Key performance measure 10

Evictions

Evictions over the 12 month period as a percentage of total tenancy exits

Key performance measure 11

Tenancies maintained (long term housing)

Tenancies maintained for the full 12 month period (July to June) as a percentage of total tenancies at 1 July (year start)

Key performance measure 12

Current tenants owing more than 8 weeks rent at year end

Tenants whose arrears total more than eight weeks as a percentage of all tenancies as at 30 June

Key performance measure 13

Prospective tenanttenant complaints

Tenantprospective tenant complaints resolved within 30 days by the agency as a percentage of all tenantprospective tenant complaints for the year ended 30 June

Key performance measure 14

Tenant satisfaction ndash housing services

Tenants expressing overall satisfaction with housing services in a tenancy survey (point in time) as a percentage of all tenants responding

Key performance measure 15

Tenant satisfaction ndash consideration of views

Tenants expressing overall satisfaction that their views were being taken into account in a tenancy survey (point in time) as a percentage of all tenants responding

Key performance measure 16

Urgent requested repairs

Urgent repairs completed within 24 hours as a percentage of all urgent repairs for the year ended 30 June

Key performance measure 17

Non-urgent requested repairs

Other requested repairs completed within a 14 day timeframe as a percentage of all other requested repairs for the year ended 30 June

Key performance measure 18

Tenant satisfaction ndash maintenance

Tenants expressing overall satisfaction with the quality of maintenance conducted in a tenancy survey (point in time) as a percentage of all tenants responding

Sector performance report 2009-10 37

Sector perform

ance 2009-10

• Sector Performance 2009-1013
• Contents
• Introduction
• 2009-10 Highlights
• Sector profile
• Sector performance
• Appendix 1

Total assets and housing assets ($m) 30 June 2010 (HAs)

600 578

562

500

400

300

240 222 217

194200 191

179 170 142

155 145 144141 133

117 122109100

43 38 22 7 0

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2008 2009 shy09 shy10 Average

Housing assets of associations have grown over the last four years at a compound annual growth rate of 43 per cent to $17 billion by 2009-10 This has been predominantly due to capital grants provided by the Victorian Government and capital grants from Commonwealth Governmentrsquos Nation Building ndash Economic Stimulus Plan

Interest bearing debt

Interest bearing debt is predominantly undertaken by associations for housing developments As at June 2010 total debt undertaken by associations was $956 million compared to $13 million by providers

Incease in interest bearing debt of the sector ($m)

120

100

1086

80 74

60

42 40

20 23

0

2006shy07 2007shy08 2008shy09 2009shy10

Total interest bearing debt ($m) 30 June 2010 (HAs)

40

35 367 352

30

25

20

15

10 106

71605 50 4332 24 29 00 0

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2008 2009 shy09 shy10 Average

Sector performance report 2009-10 33

Interest cover

The interest cover as measured in the following charts indicates an agencyrsquos ability to meet interest expenses from EBITDA and is expressed in the number of times EBITDA covers interest expense The average interest cover of housing associations was 26 times in 2009-10 compared to 28 times the previous year The slight decrease in average interest cover was due to an increase in interest expenses as a result of undertaking additional debt to fund housing developments The reason for two associations to have a significantly higher interest cover was due to their lower base of borrowings as at June 2010 which will decrease once they start borrowing during 2010-11

Interest cover based on operating EBITdA 2009-10 (HAs)

0

1

2

3

4

5

6

7

8

2628

00

75

38

30 27

03

80

21

28

0

20

40

2009 shy10

Average

2008 shy09

HA9HA8HA7HA6HA5HA4HA3HA2HA1

185

47

624

235 161150

369360

553

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2008 2009 shy09 shy10 Average

Loan to valuation ratio (LVR)

The loan to valuation ratio has been calculated based on the value of the housing assets in comparison to total debt Average LVR for housing associations (based on the value of housing assets) in 2009-10 was 62 per cent compared to 58 per cent the previous year The marginal increase has been due to an increase in debt levels

Capital expenditure

Capital expenditure of the sector totalled $3704 million of which 99 per cent was for housing assets Capital expenditure was predominantly undertaken by housing associations Housing providers spent $197 million as capital expenditure during 2009-10

Capital expenditure 2008-092009-10 (HAs)

120

100

80

60

438

1009

34

Outlook Total assets of the registered sector are projected to increase by 57 per cent over the next three years The growth in assets will predominantly be in the form of housing assets which are projected to increase considerably during the next 24 months The level of borrowings will also increase in line with housing development activity (especially with housing associations)

Sector performance report 2009-10 35

Appendix 1

Key performance measures -definitions

Key performance measure 1

Regular board meetings

Meetings convened by the board in quorum in the past 12 months as a percentage of scheduled board meetings for the year

Key performance measure 2

Active board members (including positions vacant) Active board members (excluding positions vacant)

Board members in attendance at board meetings held in the past 12 months as a percentage of total board positions

Key performance measure 3

Date of board approval of budget Date of board approval of business plan

Date(s) on which the budget and annual business plan (for the following year) were signed off by the board

36

Key performance measure 4

Staff turnover

Staff who left for reasons other than contract term ending during the financial year as a percentage of total staff employed during the year

Key performance measure 5

Senior staff turnover

Senior staff who left for reasons other than contract term ending during the financial year as a percentage of total senior staff employed during the year

Key performance measure 6

Turnaround time (vacant tenantable)

Total number of days tenancy units vacant during the year ended 30 June averaged across the total number of vacancies

Key performance measure 7

Void loss (vacant tenantable)

Rent foregone due to tenancy units being vacant as a percentage of total rent charged (plus void loss) for the year ended 30 June

Key performance measure 8

Current tenant rent arrears

Rent outstanding from current tenants as a percentage of total rent charged in the year ended 30 June

Key performance measure 9

Arrears written off as bad debt

Vacated arrears written off as bad debt as a percentage of total rent charged in the year ended 30 June

Key performance measure 10

Evictions

Evictions over the 12 month period as a percentage of total tenancy exits

Key performance measure 11

Tenancies maintained (long term housing)

Tenancies maintained for the full 12 month period (July to June) as a percentage of total tenancies at 1 July (year start)

Key performance measure 12

Current tenants owing more than 8 weeks rent at year end

Tenants whose arrears total more than eight weeks as a percentage of all tenancies as at 30 June

Key performance measure 13

Prospective tenanttenant complaints

Tenantprospective tenant complaints resolved within 30 days by the agency as a percentage of all tenantprospective tenant complaints for the year ended 30 June

Key performance measure 14

Tenant satisfaction ndash housing services

Tenants expressing overall satisfaction with housing services in a tenancy survey (point in time) as a percentage of all tenants responding

Key performance measure 15

Tenant satisfaction ndash consideration of views

Tenants expressing overall satisfaction that their views were being taken into account in a tenancy survey (point in time) as a percentage of all tenants responding

Key performance measure 16

Urgent requested repairs

Urgent repairs completed within 24 hours as a percentage of all urgent repairs for the year ended 30 June

Key performance measure 17

Non-urgent requested repairs

Other requested repairs completed within a 14 day timeframe as a percentage of all other requested repairs for the year ended 30 June

Key performance measure 18

Tenant satisfaction ndash maintenance

Tenants expressing overall satisfaction with the quality of maintenance conducted in a tenancy survey (point in time) as a percentage of all tenants responding

Sector performance report 2009-10 37

Sector perform

ance 2009-10

• Sector Performance 2009-1013
• Contents
• Introduction
• 2009-10 Highlights
• Sector profile
• Sector performance
• Appendix 1

Interest cover

The interest cover as measured in the following charts indicates an agencyrsquos ability to meet interest expenses from EBITDA and is expressed in the number of times EBITDA covers interest expense The average interest cover of housing associations was 26 times in 2009-10 compared to 28 times the previous year The slight decrease in average interest cover was due to an increase in interest expenses as a result of undertaking additional debt to fund housing developments The reason for two associations to have a significantly higher interest cover was due to their lower base of borrowings as at June 2010 which will decrease once they start borrowing during 2010-11

Interest cover based on operating EBITdA 2009-10 (HAs)

0

1

2

3

4

5

6

7

8

2628

00

75

38

30 27

03

80

21

28

0

20

40

2009 shy10

Average

2008 shy09

HA9HA8HA7HA6HA5HA4HA3HA2HA1

185

47

624

235 161150

369360

553

HA1 HA2 HA3 HA4 HA5 HA6 HA7 HA8 HA9 2008 2009 shy09 shy10 Average

Loan to valuation ratio (LVR)

The loan to valuation ratio has been calculated based on the value of the housing assets in comparison to total debt Average LVR for housing associations (based on the value of housing assets) in 2009-10 was 62 per cent compared to 58 per cent the previous year The marginal increase has been due to an increase in debt levels

Capital expenditure

Capital expenditure of the sector totalled $3704 million of which 99 per cent was for housing assets Capital expenditure was predominantly undertaken by housing associations Housing providers spent $197 million as capital expenditure during 2009-10

Capital expenditure 2008-092009-10 (HAs)

120

100

80

60

438

1009

34

Outlook Total assets of the registered sector are projected to increase by 57 per cent over the next three years The growth in assets will predominantly be in the form of housing assets which are projected to increase considerably during the next 24 months The level of borrowings will also increase in line with housing development activity (especially with housing associations)

Sector performance report 2009-10 35

Appendix 1

Key performance measures -definitions

Key performance measure 1

Regular board meetings

Meetings convened by the board in quorum in the past 12 months as a percentage of scheduled board meetings for the year

Key performance measure 2

Active board members (including positions vacant) Active board members (excluding positions vacant)

Board members in attendance at board meetings held in the past 12 months as a percentage of total board positions

Key performance measure 3

Date of board approval of budget Date of board approval of business plan

Date(s) on which the budget and annual business plan (for the following year) were signed off by the board

36

Key performance measure 4

Staff turnover

Staff who left for reasons other than contract term ending during the financial year as a percentage of total staff employed during the year

Key performance measure 5

Senior staff turnover

Senior staff who left for reasons other than contract term ending during the financial year as a percentage of total senior staff employed during the year

Key performance measure 6

Turnaround time (vacant tenantable)

Total number of days tenancy units vacant during the year ended 30 June averaged across the total number of vacancies

Key performance measure 7

Void loss (vacant tenantable)

Rent foregone due to tenancy units being vacant as a percentage of total rent charged (plus void loss) for the year ended 30 June

Key performance measure 8

Current tenant rent arrears

Rent outstanding from current tenants as a percentage of total rent charged in the year ended 30 June

Key performance measure 9

Arrears written off as bad debt

Vacated arrears written off as bad debt as a percentage of total rent charged in the year ended 30 June

Key performance measure 10

Evictions

Evictions over the 12 month period as a percentage of total tenancy exits

Key performance measure 11

Tenancies maintained (long term housing)

Tenancies maintained for the full 12 month period (July to June) as a percentage of total tenancies at 1 July (year start)

Key performance measure 12

Current tenants owing more than 8 weeks rent at year end

Tenants whose arrears total more than eight weeks as a percentage of all tenancies as at 30 June

Key performance measure 13

Prospective tenanttenant complaints

Tenantprospective tenant complaints resolved within 30 days by the agency as a percentage of all tenantprospective tenant complaints for the year ended 30 June

Key performance measure 14

Tenant satisfaction ndash housing services

Tenants expressing overall satisfaction with housing services in a tenancy survey (point in time) as a percentage of all tenants responding

Key performance measure 15

Tenant satisfaction ndash consideration of views

Tenants expressing overall satisfaction that their views were being taken into account in a tenancy survey (point in time) as a percentage of all tenants responding

Key performance measure 16

Urgent requested repairs

Urgent repairs completed within 24 hours as a percentage of all urgent repairs for the year ended 30 June

Key performance measure 17

Non-urgent requested repairs

Other requested repairs completed within a 14 day timeframe as a percentage of all other requested repairs for the year ended 30 June

Key performance measure 18

Tenant satisfaction ndash maintenance

Tenants expressing overall satisfaction with the quality of maintenance conducted in a tenancy survey (point in time) as a percentage of all tenants responding

Sector performance report 2009-10 37

Sector perform

ance 2009-10

• Sector Performance 2009-1013
• Contents
• Introduction
• 2009-10 Highlights
• Sector profile
• Sector performance
• Appendix 1

Outlook Total assets of the registered sector are projected to increase by 57 per cent over the next three years The growth in assets will predominantly be in the form of housing assets which are projected to increase considerably during the next 24 months The level of borrowings will also increase in line with housing development activity (especially with housing associations)

Sector performance report 2009-10 35

Appendix 1

Key performance measures -definitions

Key performance measure 1

Regular board meetings

Meetings convened by the board in quorum in the past 12 months as a percentage of scheduled board meetings for the year

Key performance measure 2

Active board members (including positions vacant) Active board members (excluding positions vacant)

Board members in attendance at board meetings held in the past 12 months as a percentage of total board positions

Key performance measure 3

Date of board approval of budget Date of board approval of business plan

Date(s) on which the budget and annual business plan (for the following year) were signed off by the board

36

Key performance measure 4

Staff turnover

Staff who left for reasons other than contract term ending during the financial year as a percentage of total staff employed during the year

Key performance measure 5

Senior staff turnover

Senior staff who left for reasons other than contract term ending during the financial year as a percentage of total senior staff employed during the year

Key performance measure 6

Turnaround time (vacant tenantable)

Total number of days tenancy units vacant during the year ended 30 June averaged across the total number of vacancies

Key performance measure 7

Void loss (vacant tenantable)

Rent foregone due to tenancy units being vacant as a percentage of total rent charged (plus void loss) for the year ended 30 June

Key performance measure 8

Current tenant rent arrears

Rent outstanding from current tenants as a percentage of total rent charged in the year ended 30 June

Key performance measure 9

Arrears written off as bad debt

Vacated arrears written off as bad debt as a percentage of total rent charged in the year ended 30 June

Key performance measure 10

Evictions

Evictions over the 12 month period as a percentage of total tenancy exits

Key performance measure 11

Tenancies maintained (long term housing)

Tenancies maintained for the full 12 month period (July to June) as a percentage of total tenancies at 1 July (year start)

Key performance measure 12

Current tenants owing more than 8 weeks rent at year end

Tenants whose arrears total more than eight weeks as a percentage of all tenancies as at 30 June

Key performance measure 13

Prospective tenanttenant complaints

Tenantprospective tenant complaints resolved within 30 days by the agency as a percentage of all tenantprospective tenant complaints for the year ended 30 June

Key performance measure 14

Tenant satisfaction ndash housing services

Tenants expressing overall satisfaction with housing services in a tenancy survey (point in time) as a percentage of all tenants responding

Key performance measure 15

Tenant satisfaction ndash consideration of views

Tenants expressing overall satisfaction that their views were being taken into account in a tenancy survey (point in time) as a percentage of all tenants responding

Key performance measure 16

Urgent requested repairs

Urgent repairs completed within 24 hours as a percentage of all urgent repairs for the year ended 30 June

Key performance measure 17

Non-urgent requested repairs

Other requested repairs completed within a 14 day timeframe as a percentage of all other requested repairs for the year ended 30 June

Key performance measure 18

Tenant satisfaction ndash maintenance

Tenants expressing overall satisfaction with the quality of maintenance conducted in a tenancy survey (point in time) as a percentage of all tenants responding

Sector performance report 2009-10 37

Sector perform

ance 2009-10

• Sector Performance 2009-1013
• Contents
• Introduction
• 2009-10 Highlights
• Sector profile
• Sector performance
• Appendix 1

Appendix 1

Key performance measures -definitions

Key performance measure 1

Regular board meetings

Meetings convened by the board in quorum in the past 12 months as a percentage of scheduled board meetings for the year

Key performance measure 2

Active board members (including positions vacant) Active board members (excluding positions vacant)

Board members in attendance at board meetings held in the past 12 months as a percentage of total board positions

Key performance measure 3

Date of board approval of budget Date of board approval of business plan

Date(s) on which the budget and annual business plan (for the following year) were signed off by the board

36

Key performance measure 4

Staff turnover

Staff who left for reasons other than contract term ending during the financial year as a percentage of total staff employed during the year

Key performance measure 5

Senior staff turnover

Senior staff who left for reasons other than contract term ending during the financial year as a percentage of total senior staff employed during the year

Key performance measure 6

Turnaround time (vacant tenantable)

Total number of days tenancy units vacant during the year ended 30 June averaged across the total number of vacancies

Key performance measure 7

Void loss (vacant tenantable)

Rent foregone due to tenancy units being vacant as a percentage of total rent charged (plus void loss) for the year ended 30 June

Key performance measure 8

Current tenant rent arrears

Rent outstanding from current tenants as a percentage of total rent charged in the year ended 30 June

Key performance measure 9

Arrears written off as bad debt

Vacated arrears written off as bad debt as a percentage of total rent charged in the year ended 30 June

Key performance measure 10

Evictions

Evictions over the 12 month period as a percentage of total tenancy exits

Key performance measure 11

Tenancies maintained (long term housing)

Tenancies maintained for the full 12 month period (July to June) as a percentage of total tenancies at 1 July (year start)

Key performance measure 12

Current tenants owing more than 8 weeks rent at year end

Tenants whose arrears total more than eight weeks as a percentage of all tenancies as at 30 June

Key performance measure 13

Prospective tenanttenant complaints

Tenantprospective tenant complaints resolved within 30 days by the agency as a percentage of all tenantprospective tenant complaints for the year ended 30 June

Key performance measure 14

Tenant satisfaction ndash housing services

Tenants expressing overall satisfaction with housing services in a tenancy survey (point in time) as a percentage of all tenants responding

Key performance measure 15

Tenant satisfaction ndash consideration of views

Tenants expressing overall satisfaction that their views were being taken into account in a tenancy survey (point in time) as a percentage of all tenants responding

Key performance measure 16

Urgent requested repairs

Urgent repairs completed within 24 hours as a percentage of all urgent repairs for the year ended 30 June

Key performance measure 17

Non-urgent requested repairs

Other requested repairs completed within a 14 day timeframe as a percentage of all other requested repairs for the year ended 30 June

Key performance measure 18

Tenant satisfaction ndash maintenance

Tenants expressing overall satisfaction with the quality of maintenance conducted in a tenancy survey (point in time) as a percentage of all tenants responding

Sector performance report 2009-10 37

Sector perform

ance 2009-10

• Sector Performance 2009-1013
• Contents
• Introduction
• 2009-10 Highlights
• Sector profile
• Sector performance
• Appendix 1

Key performance measure 4

Staff turnover

Staff who left for reasons other than contract term ending during the financial year as a percentage of total staff employed during the year

Key performance measure 5

Senior staff turnover

Senior staff who left for reasons other than contract term ending during the financial year as a percentage of total senior staff employed during the year

Key performance measure 6

Turnaround time (vacant tenantable)

Total number of days tenancy units vacant during the year ended 30 June averaged across the total number of vacancies

Key performance measure 7

Void loss (vacant tenantable)

Rent foregone due to tenancy units being vacant as a percentage of total rent charged (plus void loss) for the year ended 30 June

Key performance measure 8

Current tenant rent arrears

Rent outstanding from current tenants as a percentage of total rent charged in the year ended 30 June

Key performance measure 9

Arrears written off as bad debt

Vacated arrears written off as bad debt as a percentage of total rent charged in the year ended 30 June

Key performance measure 10

Evictions

Evictions over the 12 month period as a percentage of total tenancy exits

Key performance measure 11

Tenancies maintained (long term housing)

Tenancies maintained for the full 12 month period (July to June) as a percentage of total tenancies at 1 July (year start)

Key performance measure 12

Current tenants owing more than 8 weeks rent at year end

Tenants whose arrears total more than eight weeks as a percentage of all tenancies as at 30 June

Key performance measure 13

Prospective tenanttenant complaints

Tenantprospective tenant complaints resolved within 30 days by the agency as a percentage of all tenantprospective tenant complaints for the year ended 30 June

Key performance measure 14

Tenant satisfaction ndash housing services

Tenants expressing overall satisfaction with housing services in a tenancy survey (point in time) as a percentage of all tenants responding

Key performance measure 15

Tenant satisfaction ndash consideration of views

Tenants expressing overall satisfaction that their views were being taken into account in a tenancy survey (point in time) as a percentage of all tenants responding

Key performance measure 16

Urgent requested repairs

Urgent repairs completed within 24 hours as a percentage of all urgent repairs for the year ended 30 June

Key performance measure 17

Non-urgent requested repairs

Other requested repairs completed within a 14 day timeframe as a percentage of all other requested repairs for the year ended 30 June

Key performance measure 18

Tenant satisfaction ndash maintenance

Tenants expressing overall satisfaction with the quality of maintenance conducted in a tenancy survey (point in time) as a percentage of all tenants responding

Sector performance report 2009-10 37

Sector perform

ance 2009-10

• Sector Performance 2009-1013
• Contents
• Introduction
• 2009-10 Highlights
• Sector profile
• Sector performance
• Appendix 1

Sector perform

ance 2009-10

• Sector Performance 2009-1013
• Contents
• Introduction
• 2009-10 Highlights
• Sector profile
• Sector performance
• Appendix 1