Page 5288 - Week 13 - Thursday, 29 November 2018
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suburb during (i) 2013-14, (ii) 2014-15, (iii) 2015-16, (iv) 2016-17, (v) 2017-18 and (vi) 2018-19 to date.
(2) What is the total number of complaints made by public housing tenants regarding their residence or other issues broken down by (a) issue or category of complaint and (b) suburb during (i) 2013-14, (ii) 2014-15, (iii) 2015-16, (iv) 2016-17, (v) 2017-18 and (vi) 2018-19 to date.
Ms Berry: The answer to the member’s question is as follows:
(1) The response to Question 1 is at Attachment A.
The data has been confidentialised to ensure that individuals cannot potentially be re-identified when the information is made public: cells with values of 5 or less, including zero, are summarised as “≤5” and information is provided at the region level.
Complaints made about public housing residences by the occupants of the dwelling being complained about are excluded from the response to Question 1 and included in the response to Question 2.
Description of the complaints categories are as follows:
• Animal complaint: related to animal noise, damage, injury or behaviour.
• Debt: related to debt process or decision;
• Disruptive behaviour: antisocial behaviour such as noise nuisance, threats, harassment, unruly behaviour.
• Fraud: fraudulent activity regarding tenant activity such as sub-letting, undeclared income or residents.
• Gateway Services: staff behaviour, service delivery or processes provided by Gateway Services.
• Maintenance: including the timeliness, quality, completion of maintenance.
• Property: internal, external, or surrounding areas to property.
• Capital Works: complaints related to the Capital Works team service delivery, for example Sale to Tenant related matters or new builds.
• Complex and common areas: regarding areas within multiunit properties that are shared and relating to issues such as maintenance, condition or external environment such as trees.
• Service delivery: matters related to staff service including behaviour, responsiveness, and adequacy of response.
• Policy: any matter related to Housing ACT policy.
• Tenant Responsible Maintenance: complaints regarding decisions on responsibility, cost, or charges such as those incurred by contractors visiting when the tenant was not in attendance.
• Total Facility Management complaints: complaints logged by the Total Facilities Management provider.
• Other: not elsewhere specified.
Some complaints categories have changed over time.
(2) The response to Question 2 is at Attachment B, noting that the figures in Question 1 overlap with the figures in Question 2 because public housing tenants may complain about other public housing tenants or residences.
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