housing registrar report 2012–2013 housing registrar report 2012–2013 Department of Treasury and Finance This work is licensed under a Creative Copyright queries may be directed to contents 1 Treasury Place Commons Attribution 3.0 Australia licence. [email protected] Melbourne Victoria 3002 You are free to re use the work under that ISSN 2200-3312 The Housing Registrar Housing Australia licence, on the condition that you credit the Published April 2014 Telephone: +61 3 9651 5111 State of Victoria (Department of Treasury Our mission 1 Spotlighting individual projects 38 Facsimile: +61 3 9651 5298 and Finance) as author and comply with If you would like to receive this publication www.dtf.vic.gov.au other licence terms. The licence does not in an accessible format please telephone Our vision 1 Tenants apply to any images, photographs or 9651 1402 or email Authorised by the Victorian Government branding, including the Victorian Coat of [email protected] Four key objectives 1 Profi le of tenancies and tenants 48 1 Treasury Place, Melbourne, 3002 Arms, the Victorian Government logo and the Print managed by Finsbury Green This document is also available in PDF format Message from the Registrar 2 What tenants say 50 Department of Treasury and Finance logo. 9/124 Exhibition Street, Melbourne Vic 3000 at www.housingregistrar.vic.gov.au The year in review 3 Stakeholders 53 Printed on recycled paper. Photographs by Ponch Hawkes, others © State of Victoria 2014 supplied by registered agencies and used Our projects 6 The future 57 with permission Complaints management 8 With thanks 61

Our team 10

The registered sector

The registered sector as at 30 June 2013 14

Spotlight on a newly registered agency 15

Milestones for registered agencies 16

Snapshot of the sector 21

Financial data 24

Summary fi nancial statements 26

Innovation in the sector 29 our mission four key objectives To protect social housing assets and ensure quality services to tenants by regulating well governed, well >> ensure that all housing agencies are viable, managed, financially viable rental housing agencies. well governed and properly managed; >> protect and ensure accountable use of government assets managed by the our vision affordable housing sector; >> build confidence in the private sector to invest in and grow affordable housing; and A robust, vibrant regulated housing sector that grows >> ensure quality and continuous affordable housing for the Victorian community. improvement in service delivery and outcomes for tenants. The regulatory framework supports and promotes best practice while identifying and addressing poor performance.

the housing registrar 1 message from the registrar

Once again I am pleased to welcome you It has also been satisfying to see the Association’s Ashwood Chadstone Gateway to our sixth annual report. And again it implementation of various recommendations Project that created almost 300 community highlights the continued growth of the sector of our Better Regulation… Less Burden and private homes. This highlights that the and the success of housing associations and project. Using risk to guide regulation now community housing sector is always willing housing providers. There are now 18 583 and into the future, validating the data we to go the extra mile and is a credit to all its affordable homes across Victoria, owned and get from the sector, and making sure we members. managed by registered agencies and with a know about significant events will make sure I would like to thank the Housing Registrar combined value of $2.54 billion. The sector we can do our job better – and reduce the team for its hard work and dedication over also employs around 1300 people. burden on smaller and well run agencies. the year, our colleagues in DHS and the Over the year the Housing Registrar has We have achieved a lot since our formation in members of the Registrar’s Advisory Panel made a significant contribution to the 2006, from establishing a registration system whose independent advice is invaluable. development of a national regulatory system. to the ongoing monitoring of more than 40 I am sure you join me in looking forward to We have been able to use and build on good agencies. This year has seen this regulation another productive year. practice in Victoria, such as our approach to become more focused as we carried out our financial analysis which forms the basis of the first formal inspection and also issued formal Yours sincerely national approach. This work will continue as instructions. These actions have shown that Anthony Hardy the national system develops. the regulatory framework as a whole works well and delivers results. I continue to be both surprised and amazed at the good work of the sector in improving people’s lives and in many cases transforming them. It may be a little thing like the desk that Common Equity Housing Limited’s education fund bought for a tenant who is a mature-aged student, to Port Phillip Housing

2 the housing registrar the year in review

Sector engagement The Housing Registrar continued to attend Building internal capability the annual general meetings (AGM) of One of the initiatives of our 2011-12 review of agencies, analysed two collections of agency Housing Registrar staff attended the communications was a bi-annual regulatory reporting submitted at the end of August Australian Housing and Urban Research practice forum with registered agencies. We and 28 days after AGMs, and completed Institute’s (AHURI) National Housing held forums in November 2012 and May 2013 annual reviews of agency compliance and Conference in Brisbane in October 2012 which at the Jasper Hotel in Melbourne. performance. broadened our knowledge and understanding of current issues in the housing sector. More than 50 people attended the forums to Annual review reports were completed and hear updates on regulatory activity including; presented to 40 registered agencies. In June 2013 the Victorian Managed Insurance Agency (VMIA) delivered targeted risk >> changes to regulatory processes, management training for our staff. It took reporting, templates, and our business Sector profiling and analysis the team through the VMIA risk management system REGIS; We completed our fourth annual sector approach and the risk maturity model. >> projects we are undertaking; performance report for the 2011-12 financial Additional targeted training will continue to year. This edition was published on our be developed throughout 2013-14. >> analysis of sector performance and the website and provided a host of valuable outcomes of annual reviews of individual We introduced guidance for better record information on the profile and performance agencies; and keeping to ensure we are documenting of the registered housing sector. Copies relevant information which is then easily >> areas of concern for the Housing Registrar of this report and previous reports can retrievable. and the sector. be found on our website at http://www. housingregistrar.vic.gov.au/Publications-and- In November 2012 we attended a An added feature of the forum was the guides/Sector-Performance-Report presentation by the President Elect of the Registrar’s Quiz which tested participants Royal Institute of Chartered Surveyors across an eclectic range of topics. and Chief Executive of Broadland Housing Again in response to sector feedback we set Association in England, Michael Newey, to up a quarterly eNewsletter EQUIP which was hear the latest news on social housing and launched in October 2012. Copies of the three regulation in England. editions for the year and a link to subscribe to future editions can be found on our website at http://www.housingregistrar.vic.gov.au/ News-and-events/Newsletter

the housing registrar 3 There were several changes for our online We welcomed Emma Iacobaccio who came Achieving national consistency business system REGIS, including: back from maternity leave in January 2013, but said goodbye to Caroline Neske who went Our participation in the development of the >> hosting of the production and user testing on maternity leave in April 2013. National Regulatory System for Community environments transferred from Fujitsu to Housing (NRSCH) was extensive and Eye Media; After seven years with the Housing Registrar sustained. We were active member of the Mark Hamilton-Smith moved to a new role >> technical support now provided by Dialog National Working Group and the Registrars with the Freedom of Information team within Information Technology; Forum and played a major role in creating the the Department of Treasury and Finance. many foundations of the NRSCH including >> a development environment established From January to April 2013, Jean Saunders the evidence guidelines for demonstrating in the Department of Treasury and Finance joined us to bolster our administrative compliance with the National Regulatory (DTF); and resources for a short but busy period. Code, charter, tier guidelines, enforcement >> improvements in the record keeping of guidelines, regulatory framework, financial We had great fun taking part in the Global agency contacts. reporting and non-financial reporting Corporate Challenge from May to September requirements, online business system CHRIS, Housing Registrar financial analyst, Kai 2013. Seven team members formed the and associated parties guidance. Chong, completed his Chartered Accounting Victorious Housing Registrars to reduce our certification during the year, and is now waistlines and promote healthier lifestyles. a qualified member of the Chartered Our team walked 8 243 kilometres, topped Accountants Institute of Australia. All three the Department of Treasury and Finance members of our Financial Analysis team are (DTF) teams, and ranked in the top 10% now fully qualified accountants. globally. After six years with the team, we said goodbye to our Executive Assistant Julie Tirpkos in January 2013 who moved to a new role within the Department of Treasury and Finance.

4 the housing registrar Contact with other stakeholders >> Registrar Anthony Hardy spoke at the Australasian Housing Institute’s (AHI) workshop on reform of social housing, in New Zealand. It also was an opportunity for him to meet with NZ government officials to discuss their delivery of planned reforms. >> The Registrar also delivered a presentation on the implementation of the National Regulation System for Community Housing to students of Post-Graduate Certificate and Diploma Housing Courses at Swinburne Institute of Social Research. >> Our generic email address [email protected] received more than 100 emails from members of the public during the year. Many of Enhancing relationships Applications for registration these emails were associated with either an enquiry about the availability of >> Our relationship with the Department of >> We registered our 43rd agency, The Haven affordable housing, or an issue with a Human Services (DHS) and in particular Foundation, in March 2013, and received social housing property or tenant. the Director of Housing is very important. a full application for registration from We have worked hard to ensure the another agency, Baptcare Affordable >> We have continued to receive emails to exchange of relevant information as per Housing. [email protected]. the information sharing protocol signed au from complainants seeking review of >> Enquiries about registration continued, off in August 2012. issues they have been unable to resolve and at year end, we had one agency with a registered agency. >> A second information sharing protocol was actively preparing an application for signed with the DHS Director, Performance, registration. >> Our general phone enquiry line (03) 9651 Regulation and Reporting (PRR) in May 1402 receives a constant number of calls 2013. It reduces the duplication between from members of the public, tenants or the Housing Registrar’s regulatory applicants for social housing, and other assessments and DHS accreditation parties seeking assistance. assessments for those registered agencies

also required to meet DHS Service Standards.

the housing registrar 5 our projects

Better Regulation ... Less Burden Program The 2011-12 Housing Registrar annual Engaging the sector >> Celia Adams report highlighted that planning for the (Rural Housing Network Limited); Better Regulation … Less Burden program The Better Regulation … Less Burden >> Lesley Dredge was almost finalised. This year saw the advisory committee has been meeting (Community Housing Federation of Victoria); planning for phase 1 completed and the monthly since February 2013 to provide input subsequent delivery of risk-based regulation, and commentary on the program of work. It >> Mandy Leveratt data validation, horizon scanning of has given valuable advice on the Regulatory (St Kilda Community Housing); emerging risks, and better internal process Engagement Tool, data validation and other >> Michael Smith documentation. aspects of the program of work. The following people made a significant contribution to the (Housing Choices Australia Limited); and committee: >> Vlad Steinberg (Community Housing Victoria Limited). The Committee is chaired by Anthony Hardy, with Sue Bell and Emma Iacobaccio also taking part on behalf of the Housing Registrar.

6 the housing registrar Program components (ii) Data validation (iii) Sector guidance >> As part of annual regulation, each agency >> Reportable events (i) Risk based regulation must complete an annual review of Early notification of significant events is >> Regulatory Engagement Tool its performance and make an annual important to any regulator. We clarified submission against a variety of key With the help of Ernst and Young (EY) the our expectations in a guidance note on performance measures (KPMs). The Housing Registrar has developed a risk reportable events as part of the Better data from these submissions forms an based Regulatory Engagement Tool (RET) Regulation…Less Burden project. The more integral part of the Registrar’s annual which objectively determines our level formalised process for agencies to disclose sector performance reporting, and the of contact with an agency throughout events that may have a material impact validity of such data is crucial. EY was the regulatory year. The RET uses a on compliance against Performance contracted to develop a data validation comprehensive assessment of risks and Standards can be viewed on the Housing methodology to help verify the accuracy combines performance against financial Registrar website. and the integrity of KPMs, the asset list and non-financial Performance Standards, maintained in the agency register in >> Tenant participation with other aspects of an agency’s REGIS, and complaints data submitted operations to make an assessment of The Housing Registrar developed a good by agencies. Representatives from five regulatory engagement. As it is based on practice guide to assist boards and senior agencies assisted EY in the pilot: risk it will reduce the regulatory burden on managers of registered housing agencies smaller and well run agencies where risk >> Mandy Leverett and John Enticott seeking to involve and represent tenant is less. (St Kilda Community Housing); views when making business decisions to build better communities and improve >> Emerging risks >> Haleh Homaei, Dharma Dharmakularajah services. and Ahmed Shire (North East Housing The RET must be kept up to date to ensure Services); Our push for tenant participation comes it remains current as the environment from the reasonable expectation that changes. The Housing Registrar engaged >> Ian McLaren and Dale Carroll housing services and policies meet EY to develop a methodology to identify (South East Housing Coop); tenants’ needs and preferences within and evaluate the impact of emerging >> Dimi Patitsas and Zoe Hamilton the resources available. This helps inform risks on the sector. Each year the RET (Yarra Community Housing); and decisions about improving service delivery will be updated with material emerging and providing value for money. risks, ensuring that it reflects the current >> Astrid Boyd, Rachael Skipper and Trudi Ray environment. (Loddon Mallee Housing Services) The Housing Registrar engaged the Community Housing Federation of Victoria (CHFV) to undertake a survey on tenant participation programs conducted by Victorian housing agencies. CHFV received responses from 22 of the 41 registered housing agencies and identified current practices in tenant involvement across the sector. These findings are captured in the guide.

the housing registrar 7 complaints management

The Housing Registrar has a legislated role Complaints are important feedback about The vast majority of complaints are resolved in complaints management and monitoring. service delivery. They should lead to with agencies. Some complaints coming Under Part VIII of the Housing Act 1983, the improvements in service delivery and are to us have not been through an agency’s Registrar can investigate complaints by not a negative indicator of an agency’s complaints process, others fall outside tenants or prospective tenants of registered performance. Individuals with issues relating our jurisdiction and we pass them on to a agencies where these complaints have been to a registered agency are expected to raise relevant authority or advise the complainant referred to but not resolved by agencies. their issue with the agency first, and if they of more appropriate avenues. Occasionally we are dissatisfied with how their issue is dealt decide that a complaint will not benefit from The Act also sets out responsibilities for with by the agency, then they may wish any further investigation. We only undertook agencies to have a complaints handling to make a formal complaint to the agency. one formal investigation in the past year procedure, to take all reasonable steps to From there, complaints can be referred to the which indicates that generally complaints resolve complaints within 30 days, and to Housing Registrar. are being handled well in the sector, and maintain a register of complaints received. that agencies are committed to listening to customers and learning from them.

8 the housing registrar In 2012-13, 77 complaints (compared with 42 in 2011-12) were directed to the Registrar:

Tenant / prospective tenant complaint still subject to agency’s process – referred back 41 to agency

Neighbour or other stakeholder complaint still subject to agency’s process – referred 14 back to agency

Outside Registrar’s jurisdiction – referred elsewhere 5

Internal review – under our jurisdiction but not requiring formal investigation 16

Formal investigations 1

While the number of complaints referred In addition to handling complaints ourselves, to the Housing Registrar almost doubled, a we collect an annual summary of complaints significant number of them had not been handled by each registered agency. The taken through an agency’s complaints process following activity was reported across the 40 – in most cases, issues had been raised with agencies: an agency and responded to, but the person raising the issue had not then complained 2012-13 2011-12 2010-11 about the handling and outcome of their issue. We have been working closely with agencies Total number of complaints 957 930 661 to ensure that communication is clearer about how complaints can be raised, and what Total number from tenants/prospective tenants 339 386 242 mechanisms exist for external review. Complaints resolved within 30 days 86.1 85.7 82.6 (percentage)

The figures indicate that less than 2 per cent of tenants in the sector had issues which became complaints, and the majority were resolved within 30 days – the percentage figure was a very slight improvement on the previous year.

the housing registrar 9 our team

Anthony Hardy Susan Bell Caroline Neske

Emma Iacobaccio Michael Forbes

10 the housing registrar Julie Tirpkos Chamath Fernando Kai Chong Olga Anisimova

Mark Hamilton-Smith Niraj Pau Christine Witton

the housing registrar 11 the registered sector

13 the registered sector as at 30 june 2013

Housing associations Housing providers Social Housing Victoria

Common Equity Housing Ltd Aboriginal Housing Victoria Ltd SouthEast Housing Co-operative Ltd

Community Housing (Vic) Ltd Active Community Housing Ltd South Port Community Housing Group Inc

Housing Choices Australia Ltd BAYSA Ltd (trading as Barwon Youth) St Kilda Community Housing Ltd

Loddon Mallee Housing Services Ltd Centacare Housing Services Inc Sunshine/St Albans Rental Housing (trading as Haven; Home, Safe) Co-operative Ltd Eastcoast Housing Association Port Phillip Housing Association Ltd The Salvation Army Red Shield Eastern Access Community Health (EACH) Housing (Vic) Rural Housing Network Ltd Housing Ltd United Housing Co-operative Ltd Wintringham Housing Ltd Eastern Suburbs Rental Housing Co-operative Ltd Uniting Housing Victoria Ltd Yarra Community Housing Ltd Hanover Welfare Services Urban Communities Ltd

The Haven Foundation Ltd Victorian Women’s Housing Association Ltd (trading as Women’s Property Initiatives) HomeGround Services VincentCare Community Housing Inner East Social Housing Group Inc WAYSS Ltd Mallee Accommodation and Support Program West Turk Housing and Elderly Services Co-operative Ltd Mission Australia Housing (Victoria) Ltd Williamstown Rental Housing Northcote Rental Housing Co-operative Ltd Co-operative Ltd

Northern Geelong Rental Housing Co- Women’s Housing Ltd operative YMCA Community Housing Ltd North East Housing Service Ltd (currently seeking deregistration)

Prahran/Malvern Community Housing Inc

Servants Community Housing

14 the registered sector spotlight on a newly registered agency

The Haven Foundation Ltd We were pleased to welcome The With the main objective of The Haven The Haven Foundation’s model of care Haven Foundation which registered as a Foundation being to establish safe and focuses on a service provider, families and a housing provider on 14 March 2013. It is secure independent living units, it opened 14 volunteer group working in partnership to a not-for-profit organisation, limited by self-contained units in South Yarra in 2011. provide quality support for residents in the guarantee, that aims to provide long-term These units are referred to as Haven South South Yarra units. This model will also be accommodation for vulnerable people with Yarra. The agency envisages opening another implemented in future Haven units. long-term continuing and disabling serious complex comprising 12 – 20 units in 2014-15, mental illness. and aims to complete a further 10 complexes by 2030. Each subsequent complex will have Haven in its name.

the registered sector 15 milestones for registered agencies

A number of agencies celebrated significant milestones during the year.

South Port Community Housing Group – 30 years of operation South Port Community Housing Group celebrated 30 years’ contribution to social housing since its origins as a local committee, which formed to manage two rooming houses in South Melbourne in 1983. To commemorate this milestone, the agency is writing a history comprising some early photos, stories from past and present staff, tenants and committee members as well as identifying agency changes in response to waves of policy reviews by State and Federal Governments. The origins of South Port Community Housing Group are located firmly in the central, historic area of South Melbourne known as Emerald Hill. They also lie in State Government intervention into the loss of Emerald Hill today – the scene includes three of South Port’s rooming houses and South Melbourne Town rooming house stock in Melbourne, in which Hall as well as historic family housing and shops saved by the government intervention in 1973. the first community housing agencies were formed to manage state-owned rooming In South Melbourne the Commonwealth retired. Dramatic levels of loss of this housing house stock in Fitzroy/Collingwood, St Kilda, and State Governments jointly purchased type happened in the 1970s and 1980s as a and South Port. the historical area of Emerald Hill in 1973 to result of wealthier people seeking to move preserve it, and the three rooming houses back into the inner suburbs and buying up on the site eventually came under the larger properties such as hotels and mansions management of the newly-formed local operating as rooming houses, for use as group South Port Rooming House Services, single family housing. now South Port Community Housing Group. A number of registered agencies including During the early 1900s up to 8 per cent of South Port Community Housing Group, Melbourne’s population lived in a rooming St Kilda Community Housing, Port Phillip house or boarding house. Most were located Housing Association, and Yarra Community in the inner suburbs. Rooming houses were Housing continue to operate many of the home to sailors and accountants, nurses remaining higher quality rooming houses in and waitresses, wharfies and returned the inner suburbs of Melbourne to this day. servicemen, as well as to the unemployed and

16 the registered sector St Kilda Community Housing – Winding up of the Rooming House Issues Group In October 2012 St Kilda Community Housing RHIG was able to persuade the State celebrated the launch of a book written to Government to invest in retaining social mark its 30 years of housing advocacy and housing in St Kilda, resulting in the purchase provision in St Kilda. Its first incarnation was there of several large properties which as the St Kilda Rooming House Issues Group RHIG was asked to manage on behalf of the (RHIG) formed at a time in the late 1970s Government. It was from these beginnings and early 1980s when housing in the inner that RHIG went on to become one of the suburbs of Melbourne became a hot political largest providers of community-managed topic. rooming houses in Victoria. St Kilda was unlike other inner suburbs such Since December 2006 the agency responsible as Fitzroy and Collingwood where the State for running the rooming houses and for Government was investing in properties for maintaining registration with the Housing public housing. It attracted developers who Registrar has been St Kilda Community could see opportunities for good returns on Housing (SKCH) with the RHIG continuing to investment courtesy of the growing interest exist as an advocacy body under SKCH. in living in the inner suburbs among young However in the past year the Board of SKCH professionals. The RHIG, along with other decided that operating two separate legal groups such as the St Kilda Community Group entities was an unnecessary complication. A and the Tenants’ Union, quickly became motion was unanimously passed at the 2013 concerned at what was happening to the Annual General Meeting to formally wind up traditional rooming and boarding houses of the Group. A long era had come to an end the area where so many were being sold that but St Kilda Community Housing remains it appeared the suburb would lose all of its committed to maintaining the legacy of the low cost accommodation. Rooming House Issues Group.

the registered sector 17 Community Housing (Victoria) Ltd – 20 years of operation for its One of the keys to CHL and CHVL’s success parent company Community Housing Ltd (CHL), and 10 years of is their belief in building strong partnerships and undertaking new initiatives. Besides the CHL Group delivering affordable housing in Gippsland working closely with all levels of the Community Housing Limited (CHL) celebrated CHVL manages more than 2 100 homes in government, they have partnered with its 20th year of providing social housing in Victoria, with just over 50 per cent owned by more than 22 like-minded organisations in Victoria, initially under its own identity, and the company. Four hundred and seventy-four the region that provide a range of support from 2005 primarily under its subsidiary of these homes are in Gippsland, in the local services to the tenants including aged, Community Housing (Victoria) Limited government areas of East Gippsland, South disabled, youth, and Aboriginal people. (CHVL) registered as a housing association Gippsland, Bass Coast, Latrobe Valley, and in that year. It was a double celebration as Wellington. From its offices in Morwell and the CHL group also celebrated its 10th year of Bairnsdale, it operates both long term and delivering housing and homelessness support transitional housing, allowing easy access services to the local community in Gippsland. to tenants and people needing housing assistance in this part of Victoria. ‘These partnerships are essential CHL currently delivers affordable housing in a number of other states, as well as One hundred and sixty-nine of the Gippsland to the ongoing sustainability of internationally in Timor Leste, Chile and India. homes were designed and constructed people’s capacity to occupy their through a mix of $50 million in capital housing sustainably and CHL will funding from government and CHVL, continue to build long-term local making it the largest injection of investment by a community housing provider in the partnerships,’ – Steve Bevington, region. Besides the growth of new housing, Managing Director. these projects provided a boost to the local economy by creating employment, construction and subcontracting jobs.

18 the registered sector Servants Community Housing – Haven; Home, Safe, Rural Housing Network and Common Equity 150 years for Carrical House Housing – Significant achievement awards for agency leaders The Carrical House mansion in Mason Street, The past two years have seen two chief All three have been influential in the Hawthorn was 150 years old this year. executive officers of registered housing development of the sector and their well- associations, Ken Marchingo of Haven; articulated and sometimes forthright To mark the occasion Servants Community Home, Safe, and Catherine Upcher of Rural opinions are widely respected. Catherine and Housing held a birthday party. Guests Housing Network Limited (RHNL) presented John have subsequently retired in the second included former Premier Ted Baillieu, with Lifetime Achievement Awards by half of 2013. Hawthorn’s Sing Australia choir and the PowerHousing Victoria. A third managing Rotary Club of North Balwyn which cooked up director, John McInerney of Common Equity a feast! Housing Limited (CEHL), another registered Carrical House has been operated by housing association, was presented with the Servants since 1986 and the nine units of the Australasian Housing Institute’s Outstanding mansion continue to provide outstanding Achievement Award. accommodation to people on low incomes.

the registered sector 19 Rural Housing Network Limited – 15 years of service in north eastern Victoria On 17 November 1998, the Ovens and Murray RHNL continues to offer a raft of innovative Regional Housing Council became Rural programs, including Sustaining Tenancies Housing Network Limited (RHNL), changing At Risk (STAR Housing) which won its legal structure to a company limited the Australian Government’s National by guarantee and reflecting its growth Homelessness Services Achievement Award in providing services in Shepparton and for Excellence in the Prevention of, or Early Seymour. During the intervening 15 years, Intervention in Homelessness, in 2012. It also RHNL continued to expand and diversify manages Mooroopna Apartments – one its services, and is the largest provider of of the only supportive housing models in community housing and homelessness regional Victoria to also incorporate Housing services in north eastern Victoria. First tenancies (people who have been homeless for more than 12 months). Catherine Upcher was CEO of RHNL from 2001 and was instrumental in its expansion. She encouraged the Board to register RHNL as a Housing Association (achieved in 2007), and made sure that RHNL took full advantage of opportunities available through the Commonwealth Government’s Nation Building program. When Catherine retired in 2013, she left an organisation renowned throughout Victoria for ‘punching above its weight’. Catherine Upcher

As RHNL celebrates its 15th birthday, it continues to work in partnership with government and the community sector to develop housing options for marginalised people in the region. ‘Affordable and appropriate housing is a fundamental right and I am proud to lead an organisation that has a long history of innovation and putting people at the centre of our work.’ – new CEO Celia Adams.

20 the registered sector snapshot of the sector

Units managed 20 000 18 583 17 769 15 849 15 000 14 378

10 000

5 000

0 FY 2010 FY 2011 FY 2012 FY 2013

Total number of staff 1 500

1 284 1 243 1 276 1 200 1 125

900

600

300

0 FY 2010 FY 2011 FY 2012 FY 2013

the registered sector 21 North Division

East Division

West Division

South Division

22 the registered sector Geographical spread of housing units managed by registered agencies (by DHS divisions and local areas)

Long term 14 355 Transitional 4 004

West Division 4 641 32.3% West Division 1 037 25.9%

Barwon 854 6.0 Barwon 151 3.8

Western District 255 1.8 Western District 112 2.8

Central Highlands 497 3.5 Central Highlands 186 4.6

Western Melbourne 2 374 16.4 Western Melbourne 401 10.0

Brimbank Melton 661 4.6 Brimbank Melton 187 4.7

North Division 3 669 25.6% North Division 839 21.0%

Loddon 782 5.4 Loddon 135 3.4

Mallee 367 2.6 Mallee 65 1.6

North Eastern Melbourne 1 878 13.1 North Eastern Melbourne 448 11.2

Hume Moreland 642 4.5 Hume Moreland 191 4.8

East Division 2 265 15.8% East Division 903 22.6%

Goulburn 646 4.5 Goulburn 92 2.3

Ovens Murray 293 2.1 Ovens Murray 128 3.2

Inner East Melbourne 662 4.6 Inner East Melbourne 434 10.9

Outer East Melbourne 664 4.6 Outer East Melbourne 249 6.2

South Division 3 780 26.3% South Division 1 225 30.6%

Southern Melbourne 548 3.8 Southern Melbourne 325 8.1

Bayside Peninsula 2 366 16.5 Bayside Peninsula 715 17.9

Inner Gippsland 496 3.4 Inner Gippsland 103 2.6

Outer Gippsland 370 2.6 Outer Gippsland 82 2.0

the registered sector 23 financial data

Total assets HAs 3 000 HPs Sector 2 540.0 2 500 2 453.0 2 270.4 2 330.8

2 000

1 500

1 000

500 182.6 209.2 0 $Mns FY 2012 FY 2013

Total capital grants recieved 200 HAs HPs Sector 160.5 150 145.7

100

48.9 51.4 50

14.8 2.5 0 $Mns FY 2012 FY 2013

Comparative financial data figures shown in this report may vary slightly from those reported last year by the Housing Registrar due to a new agency being registered during the year and one deregistration, as well as changes to accounting policies and prior year adjustments which have subsequently occurred.

24 the registered sector Operating revenue Operating revenue breakdown HAs 250 250 Rent revenue HPs Operating grants 115.3 33.4 Other revenue 107.6 47.2 200 200 81.9 77.4 150 150

100 115.4 113.9 100 34.5 18.5 113.9 98.4 19.7 17.7 75.7 50 50 63.2

0 0

$Mns FY 2012 FY 2013 $Mns FY 2012 FY 2012 FY 2013 FY 2013 HA SECTOR HA SECTOR

Incremental growth in housing assets of housing associations 2 000 67 160 Asset growth through acquisition/development 510 Asset transfer

1 500

431

1 000

180

190 500

206 86 112

0

$Mns FY FY FY FY FY FY FY FY 2006 2007 2008 2009 2010 2011 2012 2013

the registered sector 25 summary financial statements

Key financial ratios for housing FY 2012 FY 2013 Key financial ratios for housing providers FY 2012 FY 2013 associations Operating EBITDA ($ millions) 6.7 10.6 Operating EBITDA ($ millions) 26.2 33.6 Current ratio (times) 2.1 2.5 Current Ratio (times)* 1.6 2.3 Interest cover (times) based on operating 3.8 5.8 Interest cover (times) based on operating 1.3 1.8 EBITDA EBITDA Average loan to valuation ratio (based on 17.3% 17.7% Average loan to valuation ratio (based on 12.4% 12.5% cost of housing assets) cost of housing assets) *In calculating current ratio capital grants received in advance was deducted from current liabilities.

26 the registered sector Associations Associations Providers Providers Sector Sector FY 2012 FY 2013 FY 2012 FY 2013 FY 2012 FY 2013 $m $m $m $m $m $m

Income statement

Rent revenue 63.2 75.7 35.2 38.2 98.4 113.9

Operating grants 17.7 19.7 59.7 62.2 77.4 81.9

Other revenue 34.5 18.5 12.7 14.9 47.2 33.4

Total operating revenue 115.4 113.9 107.6 115.3 223.0 229.2

Admin & property expenses 83.2 73.7 96.4 100.3 179.6 174.0

Depreciation 15.9 17.3 3.1 3.5 19.0 20.8

Finance costs 20.5 18.7 1.8 1.8 22.3 20.5

Other expense 4.3 5.2 2.9 3.0 7.2 8.2

Total operating expense 123.9 114.9 104.2 108.6 228.1 223.5

Net operating surplus -8.5 -1.0 3.4 6.7 -5.1 5.7

Capital grants 145.7 48.9 14.8 2.5 160.5 51.4

Other one time items 0.1 42.1 4.1 5.4 4.2 47.5

Net surplus 137.3 90.0 22.3 14.6 159.6 104.6

the registered sector 27 Associations Associations Providers Providers Sector Sector FY 2012 FY 2013 FY 2012 FY 2013 FY 2012 FY 2013 $m $m $m $m $m $m

Balance sheet

Cash and short term investments 47.8 47.1 38.6 48.6 86.4 95.7

Other current assets 19.6 21.5 3.6 6.0 23.2 27.5

Current assets 67.4 68.6 42.2 54.6 109.6 123.2

Housing assets 2 183.0 2,239.2 127.4 139.7 2 310.4 2 378.9

Other non-current assets 20.0 23.0 13.0 14.9 33.0 37.9

Total non-current assets 2 203.0 2 262.2 140.4 154.6 2 343.4 2 416.8

Total assets 2 270.4 2 330.8 182.6 209.2 2 453.0 2 540.0

Interest bearing loan liabilities 1.8 1.2 0.4 0.5 2.2 1.7

Other current liabilities 115.7 84.4 20.6 27.9 136.3 112.3

Current liabilities 117.5 85.6 21.0 28.4 138.5 114.0

Interest bearing loan liabilities 271.4 282.5 22.3 25.1 293.7 307.6

Other non-current liabilities 75.9 73.2 4.1 3.9 80.0 77.1

Total non current liabilities 347.3 355.7 26.4 29.0 373.7 384.7

Total liabilities 464.8 441.3 47.4 57.4 512.2 498.7

Net assets 1 805.6 1 889.5 135.2 151.8 1 940.8 2 041.3

Reserves 92.3 86.6 18.0 21.0 110.3 107.6

Earnings 1 713.3 1 802.9 117.2 130.8 1 830.5 1 933.7

Total equity 1 805.6 1 889.5 135.2 151.8 1 940.8 2 041.3

28 the registered sector innovation in the sector

Place management At the Kensington project, UCL has focused on three platforms of community building Place managing has become increasingly important for agencies as they have become >> creating local jobs (cleaning services, more involved in redevelopment of local maintenance services and café); We have tried a few things this communities and the construction of multi- >> promoting health and well-being year and involvement is growing. unit properties with both private and social (community safety, pathways to health, housing owners. Place management can vary The movie nights can bring family connections, community gardens, from a social focus, through to a combined together children and adults and social and cultural activities, lifelong focus on social and economic outcomes. learning opportunities); and without the pressure of language Inherent is a local presence by the agency barriers. Our focus is for everyone within the local community . >> strengthening community ties (community groups, schools, local service on each floor to get to know each Urban Communities Ltd organisations). other. – Tenant. One example of a major place management Residents are employed as part of the UCL initiative in Victoria in recent years was the team in cleaning, gardening, maintenance, Kensington redevelopment. This project customer service, administration and transformed an ageing 1960s estate into community development. a mixed community of public, social and private housing. A new organisation now Community events are developed with known as Urban Communities Limited (UCL) residents to connect neighbours. As an was formed to place manage this mixed example, Fitzroy residents are keenly working community. UCL was registered as a housing with UCL on twilight family movie nights. provider in May 2009. UCL combines tenancy, asset and owners’ Today UCL provides place management corporation management with a community in four different communities including building strategy. This foundation enables Kensington, Fitzroy, Coburg, and the UNO it to collaborate and innovate within the apartments in Adelaide. agency, with residents and a host of partner organisations, and to provide a responsive, locally targeted service that understands local needs and takes up opportunities. This partnership approach connects community and instils community ownership.

I have a huge amount of pride in where we live and what our community represents. We have residents from all walks of life. – Tenant/UCL employee.

the registered sector 29 >> Tenant engagement and participation – encouraging residents to get involved in a way they feel comfortable. A wide range of engagement opportunities is provided including house meetings, cooking classes, BBQs, movie nights, social and special event gatherings, newsletters, surveys, committees and special project groups that tenants can participate in. >> Mixed tenure – In developing new projects consideration is given to how to increase the sense of inclusion for community housing tenants, and measures such as integration of housing tenures (social housing and private owners and tenants) and diversity of dwelling types. One, two and three Port Phillip Housing Association PPHA has identified the key elements of its bedroom apartments and townhouses are place management as: incorporated within new developments Since its inception in 1986, PPHA’s approach where possible. to housing management has centred >> Communication and consultation – on developing personal relationships building constructive and transparent >> Diversity – mixing household types with tenants and the local community. relationships with the local communities within buildings including people on very Management of housing is done from a local in which it operates is a high priority. low incomes and low to moderate wage office adjoining the accommodation. Membership and involvement in various earners, as well as diversity of life stages community groups and attendance at such as older persons, younger singles and A key element of this local approach is being local meetings becomes a conduit for families all living in the one community. face-to-face and hands on with tenants, information sharing. brokering support where needed, and PPHA’s Ashwood Chadstone Gateway investing in community building activities. >> Community building – developing and Project is a working example of its place This approach was identified as a critical delivering community development plans management model in action. part of successfully delivering on PPHA’s that align with the goals and objectives of growth objectives – establishing itself in the local community to invest resources new locations and replicating the successful in agreed activities. Residents have the housing management model. opportunity to participate and nominate things that they identify as important to building their local community. >> Employment, education and training – social enterprise activities that train and employ tenants, such as a café (hospitality certificate) and maintenance of properties (cleaning, gardening, general maintenance).

30 the registered sector Private real estate and owners corporation management roles Some agencies have recognised a potential niche for themselves in the real estate industry in management of private rental housing and owners corporations. They have identified these functions as consistent with their strengths and expertise, and as producing potential benefits such as linking property owners whose objective is a social as well as financial return on their investment with a real estate agency with similar objectives. Agencies involved with multi-unit developments and management contracts for multi-unit precincts are often also involved with commonly owned assets for all owners of properties within that development or precinct such as lifts, parking areas, and gardens. The Housing Registrar is focused on any risks which such ventures might involve, and has been taking advice from relevant parties to ensure it fully understands what is involved for agencies, where the risks might lie, and how these risks are most appropriately managed.

the registered sector 31 Commercial arrangements between registered housing agencies Use of social media – Haven; Registered agencies are recognising One example is 67 properties being managed Home, Safe opportunities and benefits in working in the north eastern suburbs of Melbourne by In 2012, Haven; Home, Safe adopted a suite of closely with one another, and several formal North East Housing Services for Haven; Home, social media tools including Facebook, Twitter arrangements have been put in place Safe which is based in Bendigo. and YouTube to add value and supplement between agencies. its strong presence on the web with monthly Contracting of specialist resources tenant and quarterly corporate e-newsletters. Pathways between short term housing and In July 2011 St Kilda Community Housing longer term housing In little under a year, the agency has (SKCH) became responsible for maintenance boasted 1300 unique website visits weekly, Agencies whose focus is on providing crisis of the properties it leases from the Director of 2000+ corporate and tenant e-newsletter or transitional housing have developed Housing. It subsequently developed a social subscribers, 478 Facebook friends, and 257 partnerships with agencies whose focus enterprise named T2M to deliver maintenance Twitter followers. is longer term housing to facilitate a services for its own houses and offered its pathway for tenants into more permanent services to other registered agencies. Through this engagement Haven; Home, accommodation. Safe aims to improve its overall marketing, SKCH has always been willing to share its obtaining wider support or buy-in for its One such example is Barwon Youth which has resources and expertise with other agencies, programs and projects, and enhancing its established a Memorandum of Understanding but the advent of T2M has enabled it to offer reputation and brand. (MOU) with Yarra Community Housing (YCH) a broader range of assistance. T2M has also around its Leaving Care program. The MOU given it the opportunity to expand existing By engaging with a broad range of enables Barwon Youth to hold ‘nomination partnerships and work with other housing stakeholders, both internal and external, the rights’ to two units for two young people providers to enable them to also take on agency also aims to demonstrate its social from the Leaving Care program to enter long maintenance responsibilities previously responsibility and commitment to its mission, term housing with YCH. The young people in performed by the Department of Human build confidence, and create a more user- those units are then supported by Leaving Services (DHS). friendly, community targeted service. Care for one year, and if their tenancy has T2M aims to provide agencies with improved been successful at the end of the year, the response times for their maintenance, young person can remain in the tenancy thereby resulting in fewer days lost to indefinitely. vacated maintenance, as well as provide Local management of housing employment and training opportunities for social housing tenants. It is expensive for agencies with statewide or multi-regional housing portfolios to establish It has recently been chosen to undertake and staff local offices to ensure responsive the Social Traders Thrive Program under tenancy and property management. As a sponsorship of DHS. It believes participation result there are several arrangements in place in Thrive will assist it to further develop T2M for one registered housing agency to manage as a business model which will in turn enable properties on behalf of another agency in it to provide more employment for tenants. their local areas of operation.

32 the registered sector Creating specialised staff Education award scheme for training – Aboriginal Housing tenants – Common Equity Victoria Housing Ltd In conjunction with Swinburne University Common Equity Housing Ltd provides the and the broad agency community, Aboriginal CEHL Education Award to assist housing co- Housing Victoria (AHV) developed a operative members or their family household Certificate IV in Social Housing Course to members such as their children with the build staff skills to better meet indigenous costs of further education. It is a one-off housing needs and uphold cultural standards. payment to help with enrolment fees or This course was designed specifically for purchasing equipment, tools, materials, or Ro with her desk purchased with the CEHL housing officers working with the Aboriginal text books. The award fund is provided by Education Award community and solely funded by AHV. rebates from CEHL’s trade alliances and generous donations from CEHL’s insurers and The course involved workshop and private lenders. practice based modules. Projects, content ‘I would not have been able to replace them assessments and activities were designed to Over the past four years, 76 awards between on an apprentice wage,’ Aaron said. be relevant for the participants’ workplaces $247 and $1 000 have been granted, for a in the social housing sector. Social housing range of vocational, TAFE and university Meanwhile Ro, a mature age housing co- and indigenous mentors added guidance and courses in a wide range of subjects. For operative member was working in health direction in all aspects of the learning process. example, Graham’s daughter received the education and care work and wished to award to cover the cost of her lengthy return to formal study, an option which Skills and knowledge acquired will benefit commute to university and some of the she could not have considered without the both AHV and individual participants, alike. expensive text books she needed. She has security of her affordable rent. The Education From increased levels of qualified staff, qualified as a nurse and is now studying Award purchased a desk for her so that Ro consistent work practices and ensuring legal psychology. had a dedicated and practical study space. commitments for the agency – to a nationally recognised qualification and increased job Aaron was in the second year of his ‘CEHL’s education fund has provided me with satisfaction for our staff. plasterers’ apprenticeship when his parents a desk, which is greatly appreciated. Like lost their garage in a fire. No one was hurt, many others I live from fortnight to fortnight, Of 16 initial graduates, nine were AHV staff. but Aaron’s tools were destroyed along with and it can be too hard to find money for the The course extended over 18 months, from two cars, and the family’s contents insurance more expensive extras. This year I’ll need to March 2012 culminating with graduation in was not sufficient to cover all the losses. be writing a lot of words, and it’s important October 2013. When his parents heard about the award, to have a desk of a comfortable height, and a they encouraged him to apply to replace spot you want to turn up to!’ his tools. He passed the criteria, and a CEHL representative met him at his local hardware store and helped him to replace everything he had lost.

the registered sector 33 More than just housing – Common Equity Housing Limited Common Equity Housing Ltd (CEHL) is a So what does this actually mean for co- Another co-operative member, Sarah, unique registered housing association operative member/tenants? Each co-op reflected: ‘Never ever in my lifetime would I made up of 114 co-operatives which are its member is legally required to actively have thought I would ever know how to do all only shareholders. CEHL as a company of participate in the running of their co-operative. this stuff.’ co-operatives is part of a long tradition of Without any paid staff, the responsibilities of CEHL’s retiring Managing Director John co-operatives pooling resources to provide running the co-operative, managing finances McInerney explains: ‘Referring to “clients” the services, skills, advocacy and economic and the maintenance of their properties rests rather than tenants or members, implies that benefit which individual co-operatives are not entirely with the members. Support and people need to be managed to overcome their able to achieve on their own. advice from CEHL staff is always available, disadvantage, rather than citizens entitled to and formal training is provided upon request. Through their elected board members, affordable and secure rental accommodation. Most importantly, members gain a wide range representative board subcommittees, This welfare approach fails to recognise that of knowledge and skills through the practical regional forums and working parties, co- the majority of low income people are willing experience of running their own co-operative operative members have a direct input to contribute, and that the confidence, skills businesses. New members are mentored by into the running of the company. CEHL’s and self-esteem that members develop those already active. operational success and positive compliance operating their own housing organisations in as a registered agency depends on the The confidence and skills gained through co-operation with other members, contributes effectiveness of the numerous co-operative membership of co-operatives provides a to their abilities to achieve successes in other members who have responsibility for running platform for more successful lives. Housing facets of their lives.’ their own co-operatives and providing CEHL co-operative member, Robyn said ‘There is with adequate data. always someone to lend a hand or to ask to have a look. All I have to do is ask another The by-line of CEHL’s logo is “More than just member, “How do I go about this?” I used to housing”. be quite shy but now I am quite confident and give my views of what I think.’

34 the registered sector the registered sector 35 36 housing

37 spotlighting individual projects

Registered housing agencies, particularly housing associations, have been involved in a range of developments to create new affordable housing this year. A sample of these developments are outlined below.

Ashwood Chadstone Gateway Project – Port Phillip Housing Association In 2009, Port Phillip Housing Association (PPHA) was the successful tenderer for the Ashwood Chadstone Gateway Project (ACGP) by the Victorian Government. The ACGP involved redevelopment of six vacant sites to deliver 210 community homes and 72 private homes. The project was jointly funded PPHA has built high quality homes, where A community engagement program by PPHA and the Victorian Government and there is no visible difference between private was developed with input from the local has been the largest redevelopment of a and community housing. Homes are spacious community aiming to address issues that the public housing estate ever undertaken by (average size of a one bedroom apartment broader community, new residents, public the not-for-profit housing sector in Victoria. is 61sqm while a two bedroom apartment and private tenants identify as the most By leveraging the assets and including is 87sqm) with large private open spaces important to their community. providing a functional and efficient living profits from the sale of private housing as Throughout the construction phase, PPHA environment for residents. well as National Rental Affordability Scheme established itself as an active and trusted (NRAS) incentives, PPHA was able to deliver A mixed community approach was seen as a participant in the community, and a additional community housing stock as part key requirement in order to integrate tenures partner to the many existing community of the project. avoiding income, social, and educational organisations in the area. A social enterprise The largest site in Power Avenue and Elliot divides between residents, and to provide providing education, training and jobs for Street, Ashwood, completed in stages in 2012- opportunities and context for different young people has been established in a 13, is now home for more than 400 residents residents to interact. PPHA planned for dedicated space on site. and has achieved a mix of household types across four apartment buildings. The other The completed ACGP has rejuvenated the including differing income, age and family sites in Jingella Avenue, Yunki Court, Euroka physical environment and housing, improved structures to contribute to a sustainable Street and Winbirra Avenue, completed urban amenity and increased the social mix community outcome. during 2011, are now home to more than 160 of the resident population. residents. PPHA has implemented a local approach to housing management, managing the community housing from a permanent office within the new development, with on-site tenancy management workers, facilities management workers and a skilled community development manager.

38 housing Gipps Street Abbotsford – Common Equity Housing Limited During the year, Common Equity Housing Constructed on the site of an existing boot Limited (CEHL) completed and opened an factory, the development retained the exciting new mixed social and private housing heritage facade of the existing building. development in Gipps Street Abbotsford. Funding was provided through CEHL, the Victorian Government, and NRAS incentives Opened by the Hon Wendy Lovell Victorian for the 25 social housing units. Minister for Housing on 6 May 2013, this project delivered quality social housing This development has subsequently received within an inner city location close to the award for Best Affordable Development transport, shopping, leisure, employment and at the 2013 Urban Development Institute educational opportunities and institutional of Australia (UDIA) Victorian Awards for infrastructure. Excellence in December. It included a mixture of 25 social housing units (managed by housing co-operatives) and 34 private dwellings (six of which have been purchased to be operated as disability housing) to ensure financial viability and encourage community integration through a mixed tenure arrangement.

housing 39 The outcome was a six-star rated building comprising 49 one and two-bedroom apartments, with solar hot water and a 50,000-litre water tank for flushing toilets. The surrounding area was enhanced by trees and landscaping which also helped to block traffic noise. The development was jointly opened by Minister for Housing, the Hon. Wendy Lovell and Federal Member for Hotham Simon Crean. The new building was fully tenanted almost immediately. The emphasis on providing accommodation for women-headed households saw the majority of women referred from the public housing waitlist. It is now home to a mix of young single mothers, older couples and elderly single women, all of whom are provided with long- Corbie Street, Bentleigh – Women’s Housing Limited – how one term tenure at a discounted market rent social housing development won acceptance in a local community (based upon eligibility criteria). The project to redevelop a car park close to To meet very tight timelines, projects were Tenant turnover has been minimal, with the Nepean Highway in Bentleigh created not required to undertake the usual local residents enjoying their new homes and much community interest and debate when government planning process. However, the convenience of being close to transport, Women’s Housing Ltd proposed using the the significant community debate about schools, medical facilities, shops and cafes. site for a 49-apartment social housing the Corbie Street proposal meant that local Some have even found employment locally. development. consultation was considered too important to It has been a remarkable transformation not proceed. The housing was planned for women fleeing of the site and appears to have gained domestic violence or at risk of becoming Almost 200 people attended a public meeting acceptance from much of the community that homeless, and the project was being fast- in October 2009 to discuss the proposed once questioned its construction. tracked by the 2009 State Government under development, and fears were aired about the federal economic stimulus funding, as part of targeted tenant group as well as possible the $6 billion Social Housing Initiative. impacts on property prices, and car parking availability although 30 spaces were allocated within the site. An appeal to VCAT followed but the project was approved in April 2011, and subsequently completed by July 2012.

40 housing Upgrading of Elsternwick rooming house – Prahran/Malvern Community Housing Glen Huntly Road Elsternwick has been the By the time the 2012-13 upgrade was The rooming house now comprised of 19 site of a community rooming house since 1992 approved, the condition of the house had larger and fully self-contained units; with all with Prahran/Malvern Community Housing deteriorated and there were social problems previous common area space incorporated (PMCH) managing it since October 1997. created by poor security of the premises. All into the units. The design also included state- in all, management of the property required of-the-art security, modern environmental The rooming house was last refurbished in disproportionate resources compared with features, and energy efficient lighting. The 1998. At that time, an additional lounge area other properties of similar size, and the low environmental features provide additional and kitchen were added, all kitchens were amenity and poor security made it difficult comfort for residents and have greatly upgraded, and rooms and common areas for residents to gain a sense of home. reduced property overheads. were re-carpeted and repainted. The property consisted of 24 single rooms, many of them There were considerable logistics involved to Nine of the previous residents moved back. tiny and undersize by today’s standards, prepare the property for the works including The remainder had settled at other properties three kitchens, multiple bathrooms and re-locating existing tenants. The entire and elected not to relocate. Those who toilets, and vast common areas. refurbishment took 14 months to complete returned said it was like coming home. with the upgraded property re-opening on 30 May 2013 and officially opened by the Hon. Wendy Lovell on 6 August 2013.

housing 41 Youth Foyer – Hanover Welfare Services Lack of education and employment are two of the most significant factors that lead to housing instability. Hanover Welfare Services, in partnership with the Brotherhood of St Laurence (BSL), and Holmesglen Institute of TAFE has pioneered the introduction of an inspiring model for addressing youth homelessness. In May 2013, after eight years of advocacy and planning, the first Youth Foyer was opened in Australia, based on the successful UK model. Rather than seeing young people in terms of their problems, Youth Foyers adopt an “advantaged thinking” approach for students who want to study but are unable to live at home. Youth Foyers provide people aged 16-24 years old with studio-style accommodation supervised by trained staff 24 hours a day, 7 days a week, as well as other key services such as life skills development, mental and physical health support, drug and alcohol support, mentoring and employment assistance. By the end of 2013 the Foyer based in Glen Waverley, is expected to be at full capacity with around 40 students studying and living at the facility.

42 housing Brimbank Gardens Lennon Parkway, Derrimut – Community Housing (Victoria) Limited During 2012-13, Community Housing (Victoria) Brimbank Gardens includes 18 single storey The single bedroom units configured as Limited (CHVL) completed the construction two bedroom houses, 2 x two bedroom apartment blocks have views into the local of 60 units in Derrimut within Brimbank townhouses and 40 x one bedroom area, with secure lobbies providing a successful City Council. The development is described apartments in two- storey “four-pack” mix of community and privacy for tenants. as one of the most successful medium configurations. Its design layout includes an Landscaped areas off the court provide density developments in an outer suburb of internal court which is pedestrian friendly additional scope for residents to meet. Melbourne and has been very well received and a provides parking spaces for the one by the community. It is home to a culturally bedroom apartments. and economically diverse group of people.

housing 43 Housing people with disabilities in Whittlesea – Active Community Housing Active Community Housing Ltd (Active) retreat and an office. All units will be under is undertaking a construction project the one roof, with secure front entry and in Whittlesea through the Supported access to private outdoor courtyard areas and Accommodation Innovation Fund to house a communal BBQ area. five young people with disabilities. The first Active provides accommodation to people sod was turned in May 2013 and Active and with disabilities across Victoria and its next its community partner Life Without Barriers project has already commenced in Bendigo. expect to be helping people to move into Life Without Barriers is a national community their new homes in February 2014. organisation which will provide 24 hour staff This exciting project will provide a brand support to the site. The Commonwealth new home for people with complex support Government has provided $1.1 million capital needs. There are three one-bedroom units, funding and the Victorian Government more one two-bedroom unit and a fifth unit will be than $3 million for service delivery. for overnight staff accommodation, meals,

44 housing housing 45 46 tenants

47 profile of tenancies and tenants

The Housing Registrar uses Long term housing (including rooming house) data from its annual Key Housing Housing Total Performance Measures (KPM) associations providers sector collection and the National Tenancies as at 1 July 2012 8 517 4 412 12 929 Affordable Housing Agreement (NAHA) community housing Exits 1 385 932 2 317 survey data to develop Vacancies 2 417 1 540 3 957 a picture of tenancies in registered housing agencies. Per cent of tenancies maintained over entire 89 90 89 12 months (excluding rooming house) The data also enables us to understand how the sector has Per cent of tenancies maintained over entire 79 75 77 changed from the preceding 12 months (for rooming house) year. New tenancies (excluding transfers) 2 215 1 192 3 407

Tenancies as at 30 June 2013 9 231 4 734 13 965 Key observations include: Transitional housing >> 1 036 more tenancies in long term housing than at the end of last year; Housing Housing Total associations providers sector >> 3 407 new tenancies in long term housing during the year; Tenancies as at 1 July 2012 1 158 2 207 3 365 >> 17 286 tenancies in community housing Exits 970 2 229 3 199 (combining long term and transitional) at year end; and Vacancies 1 270 2 548 3 818 >> most common household profile was a New tenancies* 986 2 169 3 155 single person, aged 25-59 years, with a pension/benefit as main source of income. Tenancies as at 30 June 2013 1 174 2 147 3 321

These figures were reported by registered *This data is no longer reported by agencies agencies in the 2012-13 KPM data collection and has been arrived at from calculations of (figures were reviewed, and updated as the data supplied by agencies. necessary, during this reporting period).

48 tenants Gender of occupants – Household composition – long term housing long term housing

Male 47.1% Female 52.9%

Single 55.5% Sole parent with children less than 16 years 12.7% Couple 6.1% Couple with children less than 16 years 4.8% Family with relatives 5.5% Family with unrelated members 0.1% Group of unrelated adults 0.5% Unknown 14.8%

Age ranges of occupants – Main source of household income – long term housing long term housing

0-5 years 7.4% 6-17 years 15.4% Pension/benefit 75.2% 18-24 years 8.6% Wages 14.3% 25-59 years 47.7% Others 3.2% 60-75 years 10.9% Unknown 7.3% >75 years 3.6% Unknown 6.4%

tenants 49 what people say

The following vignettes and quotes provide an introduction to the range of people supported by social housing in Victoria. They have been sourced from registered housing agencies.

Aunty Fay Carter – Aboriginal Matthew’s Story – North East Housing Victoria (AHV) Housing Services (NEHS) ‘I moved into my AHV home after my ‘Getting back to work was better than retirement six years ago. At that time rehab for me… ‘ I was living with my daughter when I For Matthew, getting back to work was a found out about the opportunity to get priority. After a stroke had laid him low, he’d accommodation through AHV. They rang spent a long time out of the workforce while me to come out and take a look at my unit he focused on his rehabilitation and gaining – I was really happy about that. And for his strength back. me, as an aged person, it’s given me back my independence. I think having that and ‘To be honest, I was bored at home and I your own space is very important – and found myself napping all the time. I knew I I’ve still got lots of family around that I can needed to keep myself active. I didn’t want draw on.’ to get too used to not working.’ But first he needed someone who was prepared to give him a chance, and to take account of his physical limitations at the time. Matthew was initially referred to NEHS’s social employment arm HIVE through the Northstar employment service, a group that has referred a number of other employees too. Matthew began working as a casual worker with HIVE in early May 2011, doing one or two days per week.

50 tenants HIVE provides a range of property Larry’s Story – Rural Housing Network Limited (RHNL) maintenance services including lawn mowing, cleaning, minor repairs, and furniture When Larry first came to the attention of Rural With tight time frames and limited financial removals to all NEHS properties. Housing Network (RHNL) staff in October 2012 options, Larry worked closely with RHNL he was living in a caravan on his property in staff to engage Snowgum Homes to build ‘At the start, it was a bit of a stretch,’ Kinglake recovering from the aftermath of a transportable home. Much of the logistics Matthew admits. His balance and speech the bushfires which had ravaged this area. work was undertaken by RHNL staff and had been affected by the stroke and his The caravan had extensive extensions but Snowgum Homes, as Larry was unwell and endurance wasn’t great. ‘I’d often mowed no permit for the structure. Larry was very unable to travel due to spending periods of lawns before the stroke and that was okay, concerned he would be told to leave his time in hospital. but other activities like using the whipper- property and had been avoiding contacting Snowgum Homes and RHNL worked tirelessly snipper and keeping a straight line were any agencies for support or guidance. difficult for me.’ to obtain the relevant permits and to ensure Once Larry began working with RHNL it was that the new dwelling met all bushfire Matthew is a firm believer in the power discovered that he would be unable to obtain requirements. His new home was delivered in of the brain to retrain itself and says that occupancy on the caravan and extensions July 2013. the repetitive physical work was definitely and he would need to look for something else beneficial – “better than rehab!” to be his permanent home. It also took some time to adjust to the Larry was insured at the time of the fires. challenges of being part of a team again. He used his insurance funds to pay off his Steve Paton, the HIVE team leader, said mortgage but this left him with limited Matthew progressed and developed into options to move forward. In addition to Larry’s a reliable worker. ‘His confidence and skill financial limitations, he was also preparing for set has improved to the extent that he was open heart surgery in February 2013. recently offered and accepted full-time work outside of North East Housing.’

tenants 51 52 stakeholders

53 Having completed the Graduate Diploma in 2013, I found the coursework and study provided me the means of expanding my knowledge and lateral thinking around housing practises and systems, and gain a better understanding of the challenges confronting social housing organisations. It was a refreshing chance to break the daily work routine and think about the wider community and social housing framework, and be inspired by practical examples of housing initiatives interstate and internationally. Studying the Diploma has helped me be in a better position to assist CEHL and the co-operative housing program in Victoria. Alex Naughton-Smith, Common Equity Housing Limited.

An educational perspective – Swinburne University of Technology Swinburne University has been offering The graduate certificate is part of a Australia’s only postgraduate housing nested suite of courses that includes the courses for almost 20 years. Graduate Diploma of Social Science (Housing Management and Policy), which takes an The Graduate Certificate in Social Science additional two years of part-time study. (Housing Management and Policy) is a postgraduate professional qualification which For more information contact the course provides knowledge and skills in research, convenor on (03) 9214 5637, or refer to the policy development and systems of housing website at http://www.future.swinburne. management. edu.au/courses/Graduate-Certificate-of- Social-Science-(Housing-Management-and- This course is designed for people working Policy)-N079/local in the public and community housing and homelessness sectors and other related industries. It is delivered off campus using blended learning techniques and usually consists of two years of part-time study. Admission to the course requires five years’ relevant work experience or the completion of a relevant undergraduate degree.

54 stakeholders A professional body perspective – Australasian Housing Institute The Australasian Housing Institute (AHI) Since 2004, the AHI has run an awards is a professional body for people working program, culminating in a gala dinner and in social housing or related sectors across presentation ceremony, recognising the Australia and New Zealand. It was founded contributions and achievements of people The AHI is unique in bringing in 2001 and currently has a membership of across the many disciplines involved in together housing professionals about 800 people. housing. The 2013 presentation dinner was at all levels – from tenancy held during the National Housing Conference The AHI provides opportunities for officers to housing researchers, in Adelaide in October 2013. professional development including business senior managers and directors networking breakfasts, professional practice The AHI has a national board with states and – from both the public and non- seminars, and workshops. It also sponsors territories represented. Each of the states and an online network to enable social housing territories has its own branch committee to government sectors. Our new industry professionals to share information facilitate local events and activities. branch committee is working on and discuss issues of common interest. an exciting program of networking A quarterly HousingWORKS journal events for AHI members for the is distributed to all AHI members, coming year. subscribed readers and select agencies Victorian branch president, and organisations. It is a practice focused publication showcasing the work and Chris Chaplin. interests of people involved in housing across Australia and New Zealand. It includes articles on service delivery, policy and research, as well as opinion and comment.

stakeholders 55 56 the future

57 Working with the National Improving regulation REGIS Regulatory System for With the delivery of most of the Better Our online business system REGIS will soon Community Housing (NRSCH) Regulation.. Less Burden outputs we be approaching its seventh birthday. While will see regulation become much more it has served us well we need to make sure it As other states and territories adopt the risk focused with less engagement with continues to do so and is still fit for purpose. NRSCH, Victoria’s position will need to be smaller and well run agencies where risk clarified. The impact on our well-established is lower. A greater emphasis on business regulatory framework will have to be regulation will allow the Housing Registrar assessed and changes made if necessary. to focus more on the challenges faced by The Housing Registrar will also need to work the sector. Horizon scanning will better with registered agencies and ensure they are equip regulators to be aware of new and consulted and kept informed of the degree emerging risks the sector faces. and extent of any changes made.

58 the future Sector opportunities We are also looking forward to hearing more about the Victorian Social Housing Framework and the opportunities it may create for the community housing sector. As can be seen in this report, registered housing agencies do a very good job and it is to be hoped they can do much more in the coming years.

the future 59 60 with thanks

61 Special thanks to the following Acknowledgement to partners And most importantly thank organisations that contributed Actual Size you to Aunty Fay, Matthew to the report and Larry for allowing us to Community Housing Federation of Victoria Aboriginal Housing Victoria Ltd (CHFV) highlight their stories in our report this year. Active Community Housing Ltd Dialog Information Technology BAYSA Ltd (trading as Barwon Youth) Eye Media Common Equity Housing Ltd Community Housing (Vic) Ltd Hanover Welfare Services The Haven Foundation Ltd Loddon Mallee Housing Services Ltd (trading as Haven; Home, Safe) North East Housing Services Ltd Port Phillip Housing Association Ltd Prahran/Malvern Community Housing Inc Rural Housing Network Ltd Servants Community Housing South Port Community Housing Group Inc St Kilda Community Housing Ltd Urban Communities Ltd Women’s Housing Ltd Yarra Community Housing Ltd Swinburne University of Technology Australasian Housing Institute

62 with thanks with thanks 63 Department of Treasury and Finance This work is licensed under a Creative Copyright queries may be directed to 1 Treasury Place Commons Attribution 3.0 Australia licence. [email protected] Melbourne Victoria 3002 You are free to re use the work under that ISSN 2200-3312 Australia licence, on the condition that you credit the Published April 2014 Telephone: +61 3 9651 5111 State of Victoria (Department of Treasury Facsimile: +61 3 9651 5298 and Finance) as author and comply with If you would like to receive this publication www.dtf.vic.gov.au other licence terms. The licence does not in an accessible format please telephone apply to any images, photographs or 9651 1402 or email Authorised by the Victorian Government branding, including the Victorian Coat of [email protected] 1 Treasury Place, Melbourne, 3002 Arms, the Victorian Government logo and the Print managed by Finsbury Green This document is also available in PDF format Department of Treasury and Finance logo. 9/124 Exhibition Street, Melbourne Vic 3000 at www.housingregistrar.vic.gov.au Printed on recycled paper. Photographs by Ponch Hawkes, others © State of Victoria 2014 supplied by registered agencies and used with permission

64 with thanks Department of Treasury and Finance This work is licensed under a Creative Copyright queries may be directed to contents 1 Treasury Place Commons Attribution 3.0 Australia licence. [email protected] Melbourne Victoria 3002 You are free to re use the work under that ISSN 2200-3312 The Housing Registrar Housing Australia licence, on the condition that you credit the Published April 2014 Telephone: +61 3 9651 5111 State of Victoria (Department of Treasury Our mission 1 Spotlighting individual projects 38 Facsimile: +61 3 9651 5298 and Finance) as author and comply with If you would like to receive this publication www.dtf.vic.gov.au other licence terms. The licence does not in an accessible format please telephone Our vision 1 Tenants apply to any images, photographs or 9651 1402 or email Authorised by the Victorian Government branding, including the Victorian Coat of [email protected] Four key objectives 1 Profi le of tenancies and tenants 48 1 Treasury Place, Melbourne, 3002 Arms, the Victorian Government logo and the Print managed by Finsbury Green This document is also available in PDF format Message from the Registrar 2 What tenants say 50 Department of Treasury and Finance logo. 9/124 Exhibition Street, Melbourne Vic 3000 at www.housingregistrar.vic.gov.au The year in review 3 Stakeholders 53 Printed on recycled paper. Photographs by Ponch Hawkes, others © State of Victoria 2014 supplied by registered agencies and used Our projects 6 The future 57 with permission Complaints management 8 With thanks 61

Our team 10

The registered sector

The registered sector as at 30 June 2013 14

Spotlight on a newly registered agency 15

Milestones for registered agencies 16

Snapshot of the sector 21

Financial data 24

Summary fi nancial statements 26

Innovation in the sector 29 housing registrar report 2012–2013 housing registrar report 2012–2013