It is necessary to provide all the facts and figures in an Annual Report, but equally important to tell the story of the people who make the organisation what it is and build awareness and respect for the different parts people play. Following are some stories that help build understanding of not only our organisation, but each other.
This is why we come to work
On Tuesdays, Tenancy Officer Lauren Stewart and I began our morning rounds of Ainslie Village to visit residents and site services. We came across a man sleeping under our bbq shelter on a make shift mattress made from foam. It was three degrees and had snowed overnight in nearby towns.
When the gentleman saw us approaching he quickly began to pack up his belongings and made a comment to me “Please don’t get angry at me, I am leaving now”. I spoke to the gentleman and explained we would not get angry and would like to help him out. He introduced himself as Dave, and disclosed his story of alcohol misuse and living in his car for the last six months. Recently however, his car was stolen and since then, has been sleeping rough.
Lauren and I took Dave to the Blue Door for a warm breakfast and coffee, and then walked with him to reception to complete an application for a vacant room at Ainslie Village. We assisted in obtaining all of the Centrelink documentation required and had him in a warm heated room that same day. Dave is now eager to link in with on-site services such as the Directions nurse and GP, AOD counsellor Nurgul, Doorways caseworkers and the mobile dental van.
Dave had all his belongings stolen on the street, so Argyle Housing were able to donate a bed frame, mattress, doona, sheets, pillows, mattress protector, clothing, soap, shampoo, toothbrush, toothpaste and pyjamas (new with tags donated from Big W) to set Dave up comfortably. He was very grateful and kept repeating to us that he didn’t realise our staff would be like ‘angels’ and he wanted to buy a lottery ticket, as today his luck changed and his life could turn around.
Dave immediately began asking us if he could volunteer on-site and help us out to pay us back for our work. We told him, helping others is why we are here and now he could settle in and then see us in a few weeks, if he still wanted to volunteer.
Dave said he would recommend Argyle Housing to all of his acquaintances who were struggling with homelessness.
He was one very grateful man. This is why we come to work.
Cherie Tizzoni, Team Leader ACT
One of the driving forces behind what we do is respect on all levels. This applies to how we treat each other whether as tenants, co-workers or housemates. It also relates to how we respect our physical living enviroments. An important aspect of respect is listening to each other and responding accordingly.
The Tenant Survey this year showed respect for process – with a pleasing number of people responding – and Argyle Housing putting into action areas that need attention.
The Tenant Survey did provide us with a good result on overall satisfaction with repairs and maintenance (78 per cent). However, there were a couple of key messages that highlighted areas for improvement. These were not reliably capturing requests for repairs and maintenance, and not keeping our tenants informed of our decisions and progress on requests. To ensure we do better on this going forward, we went on a road trip and spoke to tenant focus groups in August to get feedback and test some ideas on communication. You will start to see changes going forward, and you should already be receiving your Call-Log Reference Number when you call your local office to report an issue. If you don’t, please ask for it. Other improvements will include text message updates on progress once new technology is implemented and staff are trained.
Corina Thomsen has been working with tenants on their rent arrears and aiming for a zero arrears target. How to respect tenants and get results
Arrears- Rent and Respect –working towards zero.
Upon getting to know some our tenants, we were able to see the regular names appeared on the arrears list. We looked into how we can achieve lower arrears numbers and help our tenants understand how they are falling into behind in their rent.
We have learned that a lot of people don’t understand their rent cycle and that it is charged at a daily rate and as it accrues the arrears grow, so we decided the best way to tackle arrears is with respect and understanding of our tenants, and educating them on how their rent is calculated.
We went through and started with the reoccurring arrears clients, and made appointments for them to come into the office at times they had agreed too, to discuss their arrears. This allowed us to show them a copy of their rental ledger, something many of them had never seen and didn’t understand. We showed them on paper how and why the payments were either not made or not enough to cover their rent. This seemed to make more sense when they could see rent was charged at a daily rate and that by making payments 3 or 4 days late each week they keep creeping back on to the arrears list. We explained why and when we commence sending letters and texts of rental arrears and also made it clear that if they did not understand the reasons for their arrears, then instead of getting angry, just come in and ask questions.
When getting the tenants in to the office, we look at their payments with them and seek to commence deducting Centrepay payments. We help set them up so they know it’s coming out automatically and we arrange their payments to cover their rent, and work out a small amount to go towards arrears if and when required as well as a small amount for water rates. If possible we try to have them pay an additional 1 full days rent in the fortnight based on their daily rate. This means each fortnight they will be one less day in arrears until we eventually clear their arrears and then work on getting them back in front.
We always discuss a reasonable amount with our tenants to make sure the payments continue coming through and aren’t altered or cancelled as we know it is far better to discuss and agree to smaller regular payments than to ask for larger unaffordable payments that can’t be maintained. Instead of just sending arrears letters all the time we have found jumping in the car and heading out to knock on the door and have a conversation, has had a great result. We take deduction forms and consent forms to the tenant with their ledger and explain what’s happening, so they understand rather than just sending the letters which get ignored and cause further frustration.
We have had great success in helping our tenants sustain their tenancies simply by working a little harder at making them feel like we respect them and understand their circumstances. Having a pleasant conversation about it certainly can reduce the amount of conflict and embarrassment tenants might feel when faced with tough times. It is vital that the communication line is always open, and our tenants understand we are not here to judge but to work with them to achieve the desired outcome. For us, communication with our tenants is key to the ongoing success of their tenancy with Argyle Housing.
Ainslie Village is a community of social housing residents who the Argyle Housing ACT team have often assisted into an occupancy off the street from chronic homelessness and from Ainslie into other long term housing solutions.
John was homeless, coming to Ainslie Village with nothing of his own and was supported to settle into his new home by the Tenancy Action Worker and Tenancy Officers. John had not been able to see his two young daughters for years as his ex-partner would not allow him to see them without a place of his own.
Once established into his housing the team worked with John to volunteer on site alongside the maintenance officer and cleaning staff in exchange for rebated rent. John displayed exceptional work ethics, skill, and motivations as well as the ability to be consistent, punctual and work autonomously at times. This meant that Argyle Housing were able to provide a reference for this tenant for employment, after working alongside him many months. This reference then assisted John in gaining full time employment in Canberra, and Argyle Housing were able to witness him sustain his employment for many months, even gaining a promotion. Subsequently this employment enabled John to buy a car increasing his availability to work, increasing his independence and disposable income.
When an affordable unit at Common Ground became vacant Argyle Housing staff were able to support to complete an application and eligibility assessment and he was subsequently able to move into an affordable unit of his own in Gungahlin. John still lives there today, and still works closely with Argyle Housing staff to sustain his tenancy, put supports in place, and often requests advice on future plans to move into home ownership and to seek custody of his children.
Within a month of moving to Common Ground Canberra, John was able to have his daughters visit for a two week period over Easter, where he proudly introduced them to Argyle Housing staff who encouraged them to participate in the community at Common Ground by attending the gardening group, art classes and other events throughout their stay. John’s daughters were also able to see their paternal grandparents and family for the first time in years.
Every two years, Argyle Housing asks its tenants to complete a confidential survey. This provides our tenants with the opportunity to give us feedback on where we are performing above expectations, as well as on areas we could improve on.
The Argyle Housing Tenant Satisfaction Survey results for 2019 have been finalised and we achieved an outstanding overall return rate of 70% (1788 surveys returned). This return rate compares to 60% in Argyle Housing’s 2017 survey and is the highest return for any Tier 1 Community Housing Provider in Australia.
The outstanding return rate means that when analysing the result, we are very confident that the responses reflect the views of all Argyle Housing’s tenants.
Overall the results show that Argyle Housing is perceived positively by its tenants. The top three scoring indicators related to the behaviour of the repairs team while six of the top ten indicators relate to the repairs service in general. This is backed up by good results in terms of how we communicate and provide information to tenants.
There are areas that our tenants have told us we need to improve upon. So for the future, we will be focusing on improving the conditions of the properties we manage and ensuring we provide better services so that we can be the best possible landlord for our tenants.
We asked for our tenant feedback and they have been very forthright in they commentary about Argyle Housing.
Here are some views from our tenants, both positive and with some constructive criticism.
In the 8 years I have been an Argyle tenant, the quality of service has always varied with the individual providers. The current (new) team appear enthusiastic and involved by some past team members deserved a boot up their rear ends.
Appreciate the collaborative relationships with supportive services such as North side, Ikea and Canberra Quilters. Their contributions have made a positive impact on our sense of belonging. Additionally, having access to computers, printers, communal spaces like the garden etc. have assisted in our transition. Being able to borrow a vacuum or mop has been a help in maintaining our apartment with limited funds. Tenancy manager and security staff have been invaluable.
I really appreciate all Argyle staff esp. our tenant officer Raija doing a wonderful job. She is very helpful, kind and listen to each tenant complaint and resolve problem as soon as possible. Security guard doing very good job. So overall no problem at all I am really blessed and really feel very safe living here as a girl by myself. No big words to express my feelings. Also Wendy the CEO is very nice person. Thank you so much
I think that Argyle offer a much needed service to the ACT people who for whatever reasons find themselves in circumstances that render them either homeless or in danger of homelessness. This seems to be a huge silent problem in Canberra and I would hate to think instead of creating more communities like Argyle – Ainslie village would ever think of shutting its doors and facilities to all of the hundreds of people that have and still call this place home. Between Argyle and the Blue Door, this is a great place to live. Thanks.
While the rent I pay is good value for the money regarding the house I live in, it is still difficult to afford given the amount of income I get. While communication with tenants is good, the content is not always relevant to our needs or concerns. The process by which rent and water is paid, how the accounts are managed is not easy to understand or highly transparent.
My housing officer always attend to my calls and enquiries, repairs have all been attended to since moving in to my property in January 2019. My daughters and I feel safe in our neighbourhood, great neighbour who always helps with things as we don’t have a male in the house. We have never been happier in a home, I was private renting for 10years and have never lived in such a great place.
Overall the services are very good. If action was taken a bit quicker that would help tenants feel that they are valued and their issues are important. Maintenance is something that needs better effectiveness. We pay good money to live here and I know private real estates are much more efficient in this area. If you insist on us as tenants to abide by our contract with you, looking after our houses etc., you need to come to the party as well.
The staff at Bowral have always been extremely helpful, considerate and very well mannered. They all seem to be willing to do anything within their power to assist whenever I have to contact them. The friendliness within the office spills out to us as clients
Very happy with being kept up to date with events and newsletters. And being invited to have my say opinion on things. Always great to answer questions or transfer me to the appropriate person. As a tenant I feel very lucky to have wonderful people to deal with, and be lucky enough to have subsidized rent and keep my children in a wonderful community. I couldn’t praise the people I have had to communicate with anymore.
I have always found staff very efficient and courteous. Unfortunately the standard of maintenance work out by tradies is below standard and unsatisfactory in 90% of cases. I feel that work should be inspected and completed properly
Just to say thank you to all who are in the service of Argyle for what they have done to me and my family. I would like to be part of it as a tenant but as limitation because of the 24/7 care for my husband. Maybe in the future. Thanks
My property manager is lovely, prompt in returning emails and understanding. Being housed in the wrong home for the families medical needs make day to day life much harder than before I was an Argyle tenant
For 5 Year’s I’ve been living here as a tenant of Argyle I am very satisfied to live here and near in town as well which is advantage for me. Saving time and transportation when you like to go in supermarket for example. Thank you for the Argyle.
Everything is fine. If I could get new carpet and a paint job will top the lot. Staff are really polite and onto jobs. Thank you
I am very happy that I can communicate in the same language as Rupi. She is very good and helpful. God has sent her for us. I am thankful to God.
I am really really happy with Argyle and what they do for me. My life has changed a lot from where I have been. Only have language problem. Australia is the best place, people are very honest.
I have found that Queanbeyan staff are very friendly and helpful and they do care for there Tennant’s, I also think the course they run are very helpful and enjoyable it brings people together and gets people who are lonely out meeting people and doing different things ,very happy to be a tenant with Argyle
The workers are Argyle at all kind but wish some of the maintenance could get done (like my drains/pipes) which has been going on for over 12 months.
During the last 12 years I have had clothes line lowered; new bathroom with shower installed; new kitchen installed; new carpet; new roof; exterior cladded. I have nothing to complain about. I thank you for looking after me.
They put me in a house where I am close to transport on the bus and shops. Because I haven’t got a car and I can walk to a couple of friends’ places in the area. My daughters live in Korringal so I am quite happy they are close to me. I am happy living here.
I would like help with my back garden. It is a disgrace and was like this when I moved in. I managed with paid help for front garden. I have had a lot of expense for medical reasons and just can’t afford to do it.
I was living in a caravan when I was awarded the house that I am in. The services I have received from Argyle have been more than one could ask for. The friendly faces from our office is a bonus.
Overall, the results of the survey were very good and we thank all of our tenants who participated.
It is necessary to provide all the facts and figures in an Annual Report, but equally important to tell the story of the people who make the organisation what it is and build awareness and respect for the different parts people play. Following are some stories that help build understanding of not only our organisation, but each other.
Read full storyapplications received by Argyle Housing July 2018 – 30 June 2019
assessed by Argyle Housing. Down 58 from last year
forwarded to the Housing Contact Centre for data entry & assessment
properties allocated through Pathways by Argyle Housing
homeless have been housed
identified as Aboriginal or Torres Strait Islander have been offered housing
requests for transfer. An increase of 13 from previous year
One of the driving forces behind what we do is respect on all levels. This applies to how we treat each other whether as tenants, co-workers or housemates. It also relates to how we respect our physical living enviroments. An important aspect of respect is listening to each other and responding accordingly.
Read full storyCorina Thomsen has been working with tenants on their rent arrears and aiming for a zero arrears target. How to respect tenants and get results
Read full storyAn Argyle Housing tenant
Ainslie Village is a community of social housing residents who the Argyle Housing ACT team have often assisted into an occupancy off the street from chronic homelessness and from Ainslie into other long term housing solutions.
Read full storyTenant feedback
Every two years, Argyle Housing asks its tenants to complete a confidential survey. This provides our tenants with the opportunity to give us feedback on where we are performing above expectations, as well as on areas we could improve on.
The Argyle Housing Tenant Satisfaction Survey results for 2019 have been finalised and we achieved an outstanding overall return rate of 70% (1788 surveys returned). This return rate compares to 60% in Argyle Housing’s 2017 survey and is the highest return for any Tier 1 Community Housing Provider in Australia.
Read full story