Page 1769 - Week 06 - Thursday, 3 June 2021
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(13) Housing ACT and Programmed use complaints as a valuable form of feedback and whilst acknowledging that there was an increase from 2018-19 to 2019-2020, this was expected. 2019-2020 was the first full financial year of the TFM Contract and processes and procedures were still being embedded, built upon, and continuously improved.
(14) Approximately 35,000 works orders were completed in 2018-19 and approximately 62,000 works orders have been completed in this financial year so far.
(15) Programmed are contracted to provide a Total Facility Management service. This includes management and triaging of maintenance and upgrades. The Programmed Contact Centre staff are trained in questions to ask of tenants requesting maintenance, to ensure that all information is provided, and the right works order can be raised to address the issue.
Programmed also use data collected through Property Condition Assessments to determine the priority of works.
Programmed are required to deliver repairs and maintenance in a way that meets Housing ACT’s obligations under the Residential Tenancies Act 1997, particularly with respect to the timely provision of these repairs or maintenance.
Housing ACT tenants, like all other residential tenants, are encouraged to undertake their own repairs should the damage have been caused by themselves, their children, or visitors.
Under the Growing and Renewing Public Housing program strategy, Housing ACT will make decisions to retain or dispose of a property using a multi-criteria analysis, whilst being mindful of the financial resources of Housing ACT. Should Housing ACT decide that it is no longer economical to undertake major upgrade works to any property, Programmed will be instructed not to undertake these works but will continue to make repairs relating to health and safety.
(16) The Residential Tenancies Act 1997 outlines where a lessor is to make repairs and what constitutes an urgent repair. Like any landlord, Housing ACT works within this legislation.
As a social landlord, Housing ACT undertakes works to properties that are over and above what a landlord in the private market would. These works include things like domestic and family violence security upgrades to ensure that our tenant feel safe in their homes, disabled modifications to ensure that our tenants have full use of their homes and can remain as independent as possible, and tenant responsible maintenance which is damage to or misuse of a property
(17)
(a) The TFM Contract outlines the Commissioner for Housing’s key objective, which is that the amenity, safety, security, and condition of housing dwellings are preserved and improved, for the benefit of current and future tenants, at the best possible value for money.
(b) The TFM Contract does not detail that Programmed are to resolve all tenant requests.
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