AT HOME WITH ACCESS HOUSING

AUTUMN 2019

Tenants plan to have voices heard

“It’s been a wonderful learning curve for me, plus I've met some great people.

I have realised through this process that Access Housing want to know our needs

and opinions and assist in any way they can to make our tenancy a mutually beneficial one.

At the start of my tenancy I felt like just a number. Now It feels much more friendly and

open.” - Suzanne

“Being involved in the planning group

has been a refreshing experience. It feels as

though we are actually heard and integral

in this process.” - Trish

Access Housing and a tenant group have been designing a model for an ongoing tenant-led consultation group. Over five sessions, tenants and staff have been developing a draft Terms of Reference, which will guide the operation of the group. The Terms of Reference outlines the purpose, role and structure of the group, the expectations of group members and how tenants can get involved. Participating tenants have called this group the Access Housing Advisory Committee of Tenants (ACT). The draft purpose of the Access Housing ACT is to be a representative and accountable voice for tenants and provide a platform for communication between Access Housing and our tenant community.

The Access Housing ACT will provide feedback to Access Housing on behalf of tenants with regard to new and existing policies / procedures and provide a way for tenants to have their say. Access Housing staff and tenants who were involved in these planning sessions have been invited to this year’s Tenancy WA Conference on Thursday 4 April. Access Housing tenants will be panellists in the event Getting it Right: Co-designing Tenant Advisory Groups and will provide an overview of their experiences designing a tenant advisory group. The draft Terms of Reference will be available to all tenants for comment until mid-April. If you would like to see the Terms of Reference please contact Alison Paterson on 9430 0900.

“Participating in this initiative has

improved how I see myself as a tenant and how I view Access Housing as a housing provider. This has

shown me how I can contribute to improving communication between

Access Housing and tenants.”

- Joan

From our Community Housing General Manager Natalie Sangalli TENANCY TIPS

MAINTENANCE AND MONEY MATTERS

IMPORTANT INFORMATION ABOUT YOUR RENTAL PAYMENTS

We have some unidentified payments from tenants who have been to a bank to deposit money to Access Housing.

When making a payment to Access

Housing, you must quote your Account Reference Number

(AR Number) so payments can be receipted to your account.

If you have been to your bank to

make a payment to Access Housing and did not quote your reference

number please call the Tenant Accounts Team on 9534 0425.

You can request your AR Number by

contacting your Tenancy Officer. These cards are also available on request to

help you when making payments.

Bank Transfer Details Bank: Commonwealth Bank of Australia Account Name: Access Housing Australia BSB: 066-107 Account Number: 10661004 Important: You must quote a reference number so we can track your payments. Your Access Housing reference number is AR

TALK TO US ABOUT YOUR MAINTENANCE NEEDS

CALL OUR MAINTENANCE HOTLINE ON 1800 203 383

When you have a maintenance issue, let our Maintenance Team know straight away. We ask that you do not wait for a property inspection to report a problem.

Maintenance that is not reported and causes damage to your property may result in you being liable for the costs,

it may also put your safety at risk.

Welcome to the Autumn 2019 edition of At Home with Access Housing. Our first issue for 2019 brings positive news for our tenants and Access Housing. Firstly, the WA Government has approved amendments to the Residential Tenancies Act 1987 to ensure victims of family and domestic violence have better

protection as tenants. We fully support these changes as we know that victims of family and domestic violence suffer significant financial and lifestyle hardships when they are forced to leave a rental home. The changes include being able to quickly end a tenancy (if required), removing the need to seek the perpetrator’s consent on tenancy related matters and allowing victims to apply to the Court to have the perpetrator’s name removed from the tenancy agreement. Our staff have received training on these changes, so if you have any questions please direct them to your Tenancy Officer. The Residential Tenancies Act (1987) may undergo further changes as the WA Government is opening up a full review of the Act this year. To make sure you can have a say in this review, Tenancy WA is launching the Make Renting Fair campaign at the WA Tenancy Conference, which is being held on the 4th and 5th of April in Wembley. You can learn about the campaign and see our tenants in action during the Getting it Right: Co-designing Tenant Advisory Groups panel at the conference. Visit the Tenancy WA website for more information. More exciting news is that we have successfully acquired a grant from the Department of Communities to work with the Fremantle Men’s Community Shed to improve the way recreational organisations provide inclusive services for people with a disability. Improving service delivery for people living with a disability is a key strategic area of focus for us. For this project we are seeking expressions of interest from tenants with a disability (and their carers) to participate in our focus groups. Lastly, we have been doing a lot of work to improve the way we engage with our tenants. We now have a Terms of Reference drafted for a tenant advisory committee. Expressions of interest for committee membership will go out later in the year. We very much look forward to getting input from tenants on how we are doing and what we could do better. Stay safe and well. Natalie Sangalli General Manager Community Housing

WHAT IS ON FOR TENANTS

We are inviting artists to participate in our Tenant

Art Display! Anyone who likes to create is

welcome to display their art at our Rivervale

office.

Contact Alex our Creating Choices Officer to find out more:

E: creatingchoices@accesshousing.org.au P: 9430 0945 M: 0437 887 675

ACCESS HOUSING’S CREATING CHOICES PROGRAMAccess Housing is teaming up with the Fremantle

Men’s Community Shed and Men’s Sheds of WA for The Shed Project to find out how people with a disability can be better included and more involved in the activities of Men’s Sheds in WA. What is the Fremantle Men’s Community Shed? The Fremantle Men’s Community Shed opened in 2004 and provides a woodwork, metalwork, art, music and gardening space for people of all ages and abilities to pursue their interests, learn new skills, improve their wellbeing and connect socially. The Fremantle Men’s Community Shed does not view itself as a shed for men, but rather as being for the whole community where both men and women are welcome. What is The Shed Project? The Shed Project invites Access Housing tenants with a disability (and their carers) to have their say about disability inclusion and help design strategies to improve the involvement of people with a disability with the Men’s Shed movement. How you can get involved Access Housing and the Fremantle Men’s Community Shed will be holding focus groups in the coming months. Tenants who participate in the focus groups will receive a FREE one year membership to the Fremantle Men’s Community Shed and a $50 participation voucher. Please note that this is an opportunity for both men and women living with a disability to participate. If you have a disability or care for someone who does, please contact Alison Paterson if you would like to get involved. P: 9430 0900 E: alison.paterson@accesshousing.org.au This project is made possible thanks to support received from the Department of Communities Disability Services.

IT IS TIME TO GET INVOLVED! See what is happening at Access Housing and how you can access opportunities to have your say.

Learn and share money management tips, connect with other tenants in your area and get to know your local financial counsellor. Look out for workshops in Fremantle, Gosnells, Mandurah and Bunbury.

FINANCIAL WORKSHOPS

Look out for Access Housing Pathways to Volunteering and Health & Wellness groups in

your area later this year.

PUTTING THE FOCUS ON YOUR WELLBEING

TENANT ART DISPLAY CHANGEOVER

Creating Choices Scholarships are still available. Apply now!

THE SHED PROJECT

Single mum S haron has taken the leap to pursue her dreams and is now a self employed artist at Brushstrokes Designs.

How did you first get involved in art? “I was exposed to art from a very early age and it just grew from there. Art is just a big part of who I am. I think I had a hard time communicating with a lot of people and I think I still do. I find that shapes, colours, lines and images can say more than what words can. You give part of yourself with your art.” How did you start your own business? “When I moved into this house with Access Housing seven years ago I was a single mum doing it tough trying to make ends meet. I tried out a lot of things and no matter which way I decided to turn I always had my art. It was the one constant. “I mentioned to Alex (Access Housing’s Creating Choices Officer) that I wanted to start my own art business but didn’t know what to do or how to do it. Alex recommended the New Enterprise Incentive Scheme (NEIS). My Job Provider gave me a referral and it all started from there.” How has your confidence been through this journey? “I was scared when I first decided to take the plunge. I have been saying for 20 years that this is what I wanted to do. There are stages where you are confident and times when you aren’t. I am still building confidence as I go. It freaked me out at first but I still pushed myself to go for it because it was what I wanted to do. “There will always be times where you feel like you’re not good enough but if you believe in what you are doing you will find a way to do it, even if it scares you.” What art projects have you been doing lately? “I just finished a mural for the Armadale scout hall. It is over three walls, its about 33m long and three meters high. I also had the opportunity to jump on the Armadale arts trail. I was able to

make some new pieces and it was an interesting experience. You get to see what people are interested in and being able to talk to people was great.” What are your business goals now? “I want to do a workshop to help people set goals and discover who they are and what they want in life. The workshops will also help me to

communicate with other people and transfer my skills and knowledge.”

Where do you see yourself in five years? “In five years I would love to have my own home and studio space in that home. My other dream is to have a van and take my art and go travelling around Australia. I

don’t just want to make my mark here I want to make my mark all over the country.”

What advice can you give to others? “Don’t be afraid to make mistakes with art because some of your mistakes might be your masterpiece. Art doesn’t have to be expensive. Don’t be afraid to experiment with what you have around you - your resources are limitless.” Where can we find Brushstrokes Designs next? “I have some workshops in April where you can paint your own unique garden pot! Go to my Facebook page for future workshop details and to learn more about Brushworks Designs!” www.facebook.com/brushstrokesdesigns

TENANT SPOTLIGHT

“My art is fun, colourful and

vibrant. It’s about adding a little

bit of colour into people’s hearts

and homes.”

621 Access Housing tenants had their say in last year’s Tenant Survey. We carry out a Tenant Survey each year so we can find out how satisfied you are with the services we provide. Your responses have given Access Housing insight into what works well and what we need to improve on. Over the past 12 months we have started making changes to our services based on your feedback.

WHAT YOU SAID WE DID WELL

SURVEY MEASURES

2018 SATISFACTION RATE

COMMUNITY HOUSING

BENCHMARK*Condition of your home 93% 84%

Your overall satisfaction with our services 90% 84%

How we communicate with you 89% 82%

Your rights as a tenant are upheld 88% 83%

Your neighbourhood as a place to live 86% 85%

Listening to your views and acting on them 84% 71%

TENANT SURVEY SAYS

How we achieved this: Our Customer Service Charter demonstrates our commitment to continually improve our communication with you. Our Customer Service Charter is on our website and details how we act and respond when in contact with you. We have increased the number of opportunities for you to influence how we communicate with you by running more tenant focus groups. We have been more active in seeking your feedback on what you would like to see in the tenant newsletter. Based on your comments we have been including more information on our policies and procedures and providing a way for you to voice your opinions and share your story. We are also developing a tenant led advisory group to provide a way for you to have your say about the services you receive from us.

You said we have improved how we communicate with you, and how we listen to your

views.

You said you are more

satisfied with your neighbourhood

as a place to live.

You said you are happier with

the condition of your home.

How we achieved this: We have increased how often Technical Services Officers join Tenancy Officers on routine property inspections. This is to ensure that any maintenance issues are identified. We have had a greater focus on maintenance during vacancy periods to continue to improve the condition of our properties before tenants move in.

*The Community Housing Industry Association NSW provides a benchmark for performance based on a tenant satisfaction benchmark group. This group contains 33 Community Housing Providers who share their tenant survey results. This allows Access Housing to compare our tenant survey results with the average results of other Australian Community Housing Providers.

We have been more active in considering the right mix of people for each property

to ensure new and existing tenants have a safe and enjoyable living environment. We will be running inspection days at some of our complexes, which will provide opportunities for you to engage with staff and get to know your neighbours over a friendly BBQ. We have been running more tenant groups so you can connect with Access Housing tenants living in your area. We have also been building relationships with support agencies, emergency services and other community organisations to continue to improve your neighbourhood as a place to live.

How we achieved this:

WHAT YOU SAID WE COULD DO BETTER

You said we need to improve how we monitor

and handle complaints.

What we will do: You told us that we could improve the information we give to you regarding appeals and complaints and that we could speed up the process. You also told us that we could do a better job at keeping you informed during the process. We have an annual policy and procedure training calendar for staff that is shaped by your feedback. In the coming months the training will be focusing on our Complaints and Appeals procedures. We will also provide more information regarding these services in the Tenant Handbook that is being updated, on our website and in the tenant newsletter. We will monitor our improvement in this area by sending out a feedback survey to tenants who have been involved in the Complaints and Appeals process.

THE 2019 ANNUAL TENANT SURVEYThis year CHIA NSW will again manage the distribution and analysis of the Tenant Survey. You will receive the survey in the post along with a reply-paid envelope in the coming weeks. The survey will also be available to complete through our website. WIN 1 of 2 $200 gift vouchers or 1 of 10 $50 gift vouchers Complete and return the survey and contact details form to CHIA NSW by the end of May 2019 and you will go in the draw to win! Voucher winners will be notified and announced online and in the winter tenant newsletter. The Tenant Survey is anonymous to protect your privacy and make sure you feel comfortable sharing your views. However, please do not use the survey to raise urgent tenancy issues because we can’t get back to you about them. If you raised an urgent issue in your last survey response, or have one now, please contact your Tenancy Officer directly to resolve the matter.

What we will do: We will let every tenant know how long it will take for their repairs to be completed according to our maintenance response times. We have been monitoring our performance by conducting quality checks. These are weekly surveys given to a percentage of tenants who have used the Maintenance Hotline. In light of the survey, we have now increased the amount of quality checks we carry out each week and we will now include a question about whether you were informed of when the repair would be completed. We will use this information to improve this service.

You said we need to make

you more aware of your rights and responsibilities

as a tenant.

What we have done: We understand that when new tenants sign up for a property there is a lot of information to take in. In addition to the sign up pack, we have started providing new tenants with a Welcome Letter that summarises tenant responsibilities. What we will do:

We are updating the Access Housing Tenant Handbook, which will include more meaningful and comprehensive information about your rights and responsibilities as a tenant. We will also provide you with more detailed information on our website and tenant newsletter regarding tenant and landlord responsibilities.

We need to do a better job of advising you of how long it will

take to complete your repairs.

Tenants provided valuable feedback in their responses to the last Tenant Survey. We have read your comments and we want to answer your questions. These are a selection of comments from the survey and we will continue to address your queries in future editions of the tenant newsletter.

YOU ASKED, ACCESS HOUSING ANSWERS

“What is an emergency repair? We are afraid to call because of the call out fee if it’s not an emergency.”

An emergency repair is a situation that is immediately impacting your health or safety or causing serious damage to the property. Our Emergency Hotline staff will do their best to advise you if it is an emergency situation if you let them know in detail what has happened. Some examples of emergency repairs are; • a gas leak or burst water pipe • electrical sparks / shocks or faulty smoke alarm or RCD • storm, fire or flooding damage • No power (check RCD switches and call Western Power before contacting us) • Blocked toilet (only if no other toilet is available for use) • No hot water (not applicable when next day is a business day) • Property is not secure and at risk of break in (external windows/glass, trapped inside/outside)

“I would like to better understand how my rent is calculated.”

We have updated our website to provide more information and examples of how we review and set your rent. We have also provided our full Eligibility and Rent Setting Policy. We will continue to provide more information about eligibility and rent setting in our Tenant Newsletter.

A one-stop shop for advice and information about study and training options is your local Jobs and Skills Centre (P: 13 64 64). You can also ask your Job Provider about funded study opportunities. If you have a specific TAFE or university in mind you can contact them directly about concessions. Our Creating Choices Officer can also give you advice on what options may be right for you. We also run the Creating Choices Scholarship Fund, where successful applicants can receive up to $1,000 for studying or training purposes. Contact our Creating Choices Officer: P: 9430 0945 E: creatingchoices@accesshousing.org.au

“I want to know about cheap or discounted TAFE/study options.”

“What advice can you give about the National Broadband Network (NBN)?”

Access Housing is not directly involved in the connection of the NBN to your home: NBN Co. will contact you when the NBN is coming to your area. You may have to contact us if NBN technicians need access to a locked MDF box on your property. In this case, please give the Access Housing Maintenance team one week’s notice of the installation. Prepare early for NBN: Your existing internet and phone service may be disconnected and won’t be reconnected automatically. Contact your phone and internet provider to discuss your needs and shop around to find the best deal.

“Does Access Housing give tenants the chance to buy a property?”

Our Home Choice program may provide assistance if you are interested in purchasing the home you are in, or another property, if it is owned by Access Housing. Home Choice is a shared equity home ownership program that reduces the high costs that come with being a home owner. Through Home Choice, upfront costs and loan repayments are lower because a portion of the property’s ownership is held by Access Housing. Home Choice assists low and moderate income earners to buy their own home by only paying for 80%* of the purchase price. Access Housing will retain a maximum of 20% (*conditions apply). For further information, contact our General Manager of Property Assets Duane Moroney on 9430 0900 or visit www.homechoicewa.com.au to view properties for sale through the program.

AUTUMN PUZZLE - WIN A $50 BUNNINGS VOUCHER! F A I R G S T A H X U M A K ES F H V M Y V C D P O S G J SY R Q O H B R H X J Z N S M P

L E A F M X B O A E D G F E M

A M H K E E N I S R T I U N VI A B C E R H C D I H S R D WT N M A T W E E Y S V E T C NN T R B T Q Y N M A R D C E VE L S D I S L G T G F H A A SD E J E M F B X D I V E T S TI D A E M N M H N B N T M T NS G Z F O J S D J P H G B E AE N C B C O M M U N I T Y R NR S E K O R T S H S U R B B E

S H E D D T E N A N C Y N Z TFind all the words in the word search except for one, which is not actually in the grid. Words may be forward, backward, up, down or diagonal. Write this leftover word on a postcard or piece of paper with your full name, address and contact number and post to At Home Autumn Puzzle, Access Housing, PO Box 105, Burswood WA 6100 or hand it in at your local office. Competition closes Friday 7 June 2019. The winner of a $50 Bunnings voucher will be drawn from all the correct entries after this date. Only one entry per household. Good luck!

Congratulations to Richard from

Cooloongup, last edition’s puzzle

prize winner.

FIND THESE WORDS IN THE GRID - GOOD LUCK!

FREMANTLE COMMUNITY

MEN SHED

ADVISORY COMMITTEE

TENANTS MAKE

RENTING FAIR

RESIDENTIAL TENANCY

ACT SURVEY

FEEDBACK HOME

CHOICE BRUSHSTROKES

DESIGNS EASTER

Peel Office 4 Stevenson Street PO Box 1200 Mandurah WA 6210 P (08) 9534 0400 F (08) 9583 5173 E mandurah@accesshousing.org.au Office Hours (Mon-Fri): 8.30am-4pm

Head / Metro Office Level 7, 25 Rowe Avenue Rivervale WA 6103 PO Box 105 Burswood WA 6100 P (08) 9430 0900 F (08) 9430 5583 E info@accesshousing.org.au Office Hours (Mon-Fri): 8.30am-4pm

www.accesshousing.org.au

South West Office 1st Floor, 25 Victoria Street PO Box 1539 Bunbury WA 6230 P (08) 9722 7200 F (08) 9721 7222 E bunbury@accesshousing.org.au Office Hours (Mon-Fri): 8.30am-4pm

NEW TENANCY LAWS TO SUPPORT VICTIMS OF FAMILY VIOLENCE

New tenancy laws have passed

through State Parliament that aim to better protect tenants experiencing

family and domestic violence.

The changes will provide more options for those experiencing family and domestic

violence and remove tenancy related concerns which can be barriers to

leaving a violent relationship.

For more information about the changes visit the Department of Mines, Industry

Regulation and Safety website www.commerce.wa.gov.au

All Access Housing offices will be closed over the Easter period from 4pm Thursday 18

April until reopening at 8.30am Tuesday 23 April.

Offices will also be closed on

Thursday 25 April for the ANZAC Day public holiday.

Please report all urgent and

emergency maintenance during these times to 1800 203 383.

HOLIDAY OFFICE CLOSURES