Page 3614 - Week 11 - Thursday, 23 October 2014
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(4) Complaints were received in the following areas and numbers:
|
CATEGORY |
2009- |
2010- |
2011- |
2012- |
2013- |
2014- |
Total |
|
Maintenance – Property |
412 |
606 |
465 |
500 |
750 |
124 |
2867 |
|
Maintenance - Around Property |
195 |
212 |
180 |
156 |
209 |
88 |
1040 |
|
Other |
209 |
219 |
235 |
166 |
296 |
58 |
1183 |
|
Total Financial Year |
816 |
1,037 |
880 |
832 |
1,255 |
270 |
5,090 |
*numbers include staff complaints received against housing and spotless staff combined.
(5) See answer to question 4.
(6) Spotless investigate and respond to all maintenance related complaints. When a complaint is lodged, Spotless enters the complaint details directly into the Housing and Community Services (HACS) data base Homenet thus giving HACS visibility of all complaints. Spotless sends the complainant an acknowledgement letter within 3 business days of receipt. The letter includes the complaint reference number, the date the complaint was received, the timeframe, the expected date for completion and a contact number for further enquiries.
Spotless undertakes an investigation into each complaint and responds to the complainant within 16 business days. If a complainant is not satisfied with the response provided by Spotless they can escalate the complaint to the HACS Contract Management Unit. All complaints and the responses are forwarded to HACS by Spotless where they undergo quality assurance checks and for record keeping purposes.
(7) HACS responds to complaints regarding Tenant Responsible Maintenance, and complaints about HACS and Spotless staff. The complaints are managed through the HACS Complaints Unit and are forwarded to the Contract Management Unit for investigation, action and response. The process outlined in the answer to question 6 is followed.
(8) To collect and assemble the information sought for the purpose of answering the question would be a major task, requiring a considerable diversion of resources. In this instance, I do not believe it would be appropriate to divert resources from the provision of direct services to clients, for the purposes of answering the member’s question.
(9) Actions in response to substantiated complaints against Spotless are taken under the terms of the TFM Contract. HACS may issue a General Non-conformance Notice (NCN) requiring the provision of a cure plan outlining how the non-conformance will be rectified. An NCN can lead to an abatement of the management fee.
(10) In 2012-13 Spotless was reimbursed $36.803 million for repairs and maintenance. In 2013-14 Spotless was reimbursed $38.017 million for repairs and maintenance.
The contract with Spotless is a Reimbursable Contract which means the costs to deliver the services has been agreed. As the Self Delivery team did not commence until 4 July 2014, all funds have been paid to external contractors.
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