Page 1770 - Week 06 - Thursday, 3 June 2021
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(c) Housing ACT has set property standards, that properties will be maintained to. This goes into detail of materials and appliances used. Programmed are not required to install or undertake repairs to non-standard items. Non-standard item are things like dishwashers, pergolas, or other items that previous tenants have installed in properties that Housing ACT does not maintain.
(d) Both Programmed and Housing ACT have numerous avenues for tenants and users of the contract, to provide feedback. Where feedback requires follow up, this is done. The Programmed contact centre provide immediate feedback to tenants on the priority given to the works order raised, or if the works will be not be raised.
(e) Programmed are required to address any first level complaints within 16 working days.
(f) Tenants are encouraged to find contractors on the open market to undertake any non-standard repairs.
(18)
(a) Approximately 35,000 works orders were raised in the 2018-2019 financial year, and of these 6,852 works orders were raised and considered, ‘not yet completed’ at the end of 2018-19. Keeping in mind that this was the first end of financial year for this contract, many of these works orders were duplicates and the works had already been undertaken on another works order.
(b) Approximately 77,000 works orders were raised in the 2019-2020 financial year, and of these 4,286 works orders were raised and considered, ‘not yet completed’ at the end of 2019-2020. 3,234 of these works orders were raised in the last month and were rolled over to the next financial year to be completed. The remaining 1052 works orders which were over a month old were also rolled over to the new financial year. It is important to note that none of these works orders were overdue.
(c) 3,478 works order were raised and considered, ‘not yet completed’ as of 29 April 2021. 3,043 of these works orders were raised within the last 2 months and are still in progress. The remaining 435 works orders were raised over 2 months ago and relate to items like non-routine vacant properties and cyclical works at complexes.
(19) Housing ACT utilises a commercial off-the-shelf product that has been developed and distributed by Northgate Public Services as the primary management tool. Known as Homenet by Housing ACT, it manages the day-to-day management of a range of housing products, including the Social Housing Register, collection of rents, maintenance, the overall management of properties as well as supporting roles of complaints, and client service visits.
(20) Programmed and Housing ACT work closely with tenants to ensure that their homes are kept in good repair. The TFM Contract is regularly scrutinised, and Housing ACT sets the bar very high for the performance of the Total Facility Manager. Tenants are also obliged to provide reasonable access to their homes to ensure that repairs or upgrades can be undertaken. Programmed and Housing ACT remain as flexible as possible to tenants needs to try and achieve this.
(21) When Programmed is notified of a repair that needs to be done, the works are assigned a priority category which is an appropriate time frame for works to be
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