General Manager Operations

Milan Ostojic

General Manager Operations

I’m pleased to share the highlights of our performance and achievements for 2025.

This has been a transformative year for the Operations team, shaped by our One Argyle philosophy. This approach continues to strengthen our collaborative culture and drive improvements in service delivery, all in support of our purpose: creating a better future for our communities.

We realigned our services to embed a regional management model that reflects the unique needs of the communities we serve. We believe that with the right support, local communities can lead to meaningful change. Strengthening our regional structures has helped us build deeper partnerships with service providers and tailor our services to local priorities.

Key changes included: 

• Formation of Two Regional Teams
• North Region: Bowral and Southwest Sydney
• South Region: ACT, Wagga Wagga, Griffith, Young, Albury

Launch of the Service Improvement Team

A new Service Improvement Manager role was introduced to lead continuous improvement, embed quality practices, and use data to guide decision-making.

Enhanced Focus on Rent and Tenancy Solutions

The Rent and Tenancy Solutions Manager role was elevated to provide greater oversight and strategic direction in arrears prevention and recovery.

Separation of Rent Arrears and Rent Review Functions

These functions were clearly defined to allow for targeted expertise and reduce competing responsibilities.

Implementation of an Early Intervention Framework

This framework supports a consistent and proactive approach to identifying tenancy risks early, helping to sustain tenancies and reduce crisis responses.

This year has been marked by significant milestones. One of our proudest achievements was meeting vacancy turnaround benchmarks for four consecutive quarters. This reflects our commitment to excellence and sets a strong foundation for future performance.

We also saw improvements across several key performance areas:

• Arrears decreased
• Smoke alarm inspections reached a three-year high of 97.17 percent
• Occupancy rates remained strong at 97.25 percent over the past 12 months
• KPI benchmarks were met for both urgent and non-urgent work order turnarounds
• These results are a testament to our strategic focus and the dedication of our team.

Customer satisfaction reached 83 percent, highlighting our commitment to delivering quality service. We also secured funding through the Community Housing Energy Performance Upgrade Project (CHEP), which will enable energy upgrades to 341 properties across Camden, Campbelltown, Wollondilly, Wingecarribee, Tumut, Wagga, Griffith, and Young. These upgrades will improve energy efficiency in homes located in areas with extreme weather conditions, delivering real benefits to our residents.

Throughout the year, our CEO Carolyn Doherty and I had the privilege of meeting many clients across our regions. These conversations deepened our understanding of community needs and reinforced the importance of connection. A consistent theme in client feedback was the value of community ties.

We continue to work in partnership with residents and agencies to:

• Support Clients in building connections with neighbours and their communities
• Shape the design and delivery of Argyle Housing services
• Strengthen and sustain tenancies
• Celebrate the resilience and vibrancy of our communities

Over the 2024 to 2025 financial year, Argyle Housing delivered a wide range of social, health, and educational initiatives, creating meaningful opportunities for clients to engage and contribute. Our operations team also took part in training and networking to enhance their ability to support these activities.

I want to extend my heartfelt thanks to all our staff for their dedication and hard work. Their values and ethics are deeply aligned with Argyle Housing’s vision, and it is through this shared commitment that we continue to achieve positive outcomes for our clients and communities.

A special thank you to my direct reports: 

• Cherie Tizzoni, Head of Client and Communities North
• Angela Kustec, Head of Clients and Communities South
• Sebastian Galvez, Assets Lead
• Craig Burnes, Repairs Lead
• Michael Stock, Quality and Compliance Officer
• Jasmina Kustec, Community Engagement Officer

Each of these leaders brings Argyle Housing’s values to life every day. Their guidance and support make a lasting impact on our teams and the communities we serve.

Total current client count: 4595

Client Age Demographics

Argyle Housing supports a diverse tenant population across various age groups, including young individuals, families, and older adults, reflecting its commitment to inclusive and community-focused housing solutions.

Ethnicity Metrics

Argyle Housing serves a culturally diverse Client base, including individuals and families from various ethnic backgrounds, with a strong commitment to inclusivity and community engagement across all cultural groups.

Client Gender Metrics

This chart presents a general overview of the demographic profile of Argyle Housing Clients, highlighting key characteristics such as age, gender, and household composition. It reflects the organisation’s commitment to supporting a diverse community through inclusive and responsive housing services.

Head of Client and Communities

Angela Kustec

Head of Clients and Community

Bowral and Wingecarribee Shire

In 2025, the Bowral team continued to deliver high-impact, Client-focused support across the Wingecarribee Shire. Their work has centred on early intervention, tenancy sustainability, and strong community partnerships. By identifying issues early and connecting Clients with local services, the team has helped create more stable housing outcomes and stronger community ties.

Their approach is grounded in empathy, respect, and a deep understanding of the local context.

Key Achievements

Strengthened Community Partnerships
The team has built strong working relationships with Anglicare, Mission Australia, and St Vincent de Paul. These organisations now regularly visit the Bowral office to engage directly with Clients, offering support and in some cases providing brokerage assistance up to 14 days in advance.

Expanded Support Networks
Client Support Specialists have collaborated with the Salvation Army and Murra Mia to ensure Clients receive holistic care that addresses both immediate and long-term needs.

Proactive Community Safety Engagement 
Monthly meetings with local police have helped the team stay informed about community trends and improve their response to safety concerns. These sessions also provide valuable education for staff on when and how to involve police in a way that supports Client wellbeing.

High Property Inspection Completion Rate 
The Bowral team successfully completed inspections for nearly all properties in their portfolio, ensuring that homes remain safe, well-maintained, and aligned with tenancy standards.

Client Empowerment Through Art 
One of the standout moments of the year was supporting a local Client to showcase and sell his artwork at the Bowral Art Gallery. This initiative not only celebrated his talent but also strengthened his connection to the community.

Challenges and Learnings 
The Bowral team has developed a strong internal culture built on trust and collaboration. Having worked together for an extended period, staff feel confident sharing insights and learning from one another. This cohesion has been a key strength, especially when navigating complex Client needs or responding to unexpected challenges. One of the key learnings from 2025 is the importance of maintaining open communication and peer support, which will continue to be a focus in the year ahead.

Respect in Action

Respect is at the heart of everything the Bowral team does. In 2025, this was demonstrated in many ways:

Supporting Clients with Dignity 
The team regularly arranges hampers for Clients experiencing financial hardship. These thoughtful gestures allow Clients to redirect their limited resources toward rent and other essential expenses, helping them maintain their tenancies with dignity.

Celebrating Client Talents
By helping a local Client exhibit his artwork, the team not only supported his creative expression but also fostered a sense of pride and belonging. This initiative exemplifies how small acts of support can have a lasting impact on a person’s confidence and community connection.

These figures reflect a team that is both efficient and deeply committed to Client outcomes.

Looking Ahead to 2026

The Bowral team is focused on deepening its impact in the year ahead. Key priorities include:

• Strengthening Stakeholder Relationships
• Continuing to nurture existing partnerships while identifying new opportunities to collaborate with local services that align with Client needs.
• Expanding Community Support Networks
• Mapping emerging needs in the Wingecarribee Shire and seeking out new services and programs that can fill gaps in support.
• Embedding Respect in Every Interaction
• Whether through small acts of kindness or large-scale initiatives, the team will continue to lead with empathy and respect, ensuring every Client feels seen, heard, and valued.

Our Work in Pictures

Bowral Client Forum and Xmas Party

Bowral Client Showing Artwork at Bowral Makers Market

Bowral Team Help Bowral Client

Dhungung Christmas Party

NAIDOC Week

Seniors Festival

Southwest Sydney

Throughout the 2025 financial year, the Southwest Sydney team played a vital role in supporting Clients impacted by the Claymore Redevelopment project. In February, Stage 8 of the redevelopment was activated, prompting a coordinated response from Argyle Housing’s Client Support Specialist and Housing Access Specialist. These staff members engaged directly with Clients to understand their housing needs and preferences, ensuring that each relocation was handled with care and dignity. As a result of this collaborative effort, 14 properties were successfully handed back to Homes NSW during the reporting period.

The team’s work extended beyond relocation support. They remained deeply engaged with the local community, contributing to initiatives that promote pride in place and strengthen neighbourhood connections.

Key Achievements

Client-Centred Relocation Support
The team successfully relocated 14 Clients during the year, including 4 from Stage 8 and 10 from earlier stages of the redevelopment. All but one Stage 8 Client has been interviewed to assess their needs, ensuring a tailored and respectful approach to each move.

Community Clean-Up and Engagement
Staff actively participated in the Slam Dunk the Junk event, a community clean-up initiative in partnership with Homes NSW. The event brought together residents, staff, and removalists to clear rubbish and large household items, creating a cleaner and safer environment for everyone.

Strong Stakeholder Collaboration
Despite three changes in leadership over the year, the team maintained and strengthened relationships with key stakeholders. This adaptability and commitment to continuity ensured that Client services remained consistent and effective.

Visible Presence in the Community
The team maintained a strong on-the-ground presence, regularly engaging with both Argyle Housing and Homes NSW Clients. Their visibility and approachability have helped build trust and foster a sense of shared responsibility within the community.

Wollondilly Services Hub
Argyle Housing continues to deepen its engagement across Southwest Sydney, with a strong focus on the Wollondilly region. The Wollondilly Services Hub and the Tahmoor Community Centre have become vital spaces for connection, support, and collaboration, offering residents access to tenancy support, food relief, and community programs in safe and inclusive environments. These spaces reflect Argyle Housing’s commitment to being present, responsive, and community-led, with overwhelmingly positive feedback from residents and service partners highlighting the importance of consistent support and trusted relationships in the region.

Challenges and Learnings 

The Southwest Sydney team experienced three leadership transitions during the reporting year. While this presented challenges in maintaining continuity, it also created opportunities for growth. Each new leader brought fresh perspectives and renewed energy, and the team responded with resilience and openness. One of the key learnings has been the importance of transparent communication and consistent relationship-building, both internally and with external partners. These lessons will continue to shape the team’s approach moving forward.

Data and Metrics 

Stage 8 Properties: 44 properties identified for hand back as part of the redevelopment
Client Interviews: All but one Stage 8 Client interviewed to assess housing needs
Relocations Completed: 14 Clients relocated during the financial year
Leadership Transitions: Three changes in team leadership, with continued service delivery and stakeholder engagement

These figures reflect a team that is both adaptable and deeply committed to Client outcomes.

Looking Ahead to 2026

The Southwest Sydney team is focused on building momentum in the year ahead. Priorities include:

Strengthening Stakeholder Relationships
Continuing to nurture partnerships with Homes NSW and other local organisations to ensure seamless service delivery

Expanding Support Networks
Identifying emerging needs in the community and expanding the network of services available to Clients.

Embedding Respect in Every Interaction 
Whether through relocation support, community events, or day-to-day conversations, the team will continue to lead with empathy, respect, and a commitment to positive outcomes.

Our Work in Pictures

National Sorry Day – Jaylene & Maddison

Slam Dunk The Junk

SWS Client Forum & Christmas Party

Tahmoor Service Hub

Wagga Region

On 22 July 2025, Argyle Housing formally assumed responsibility for the Tolland Renewal Project, following the transfer of tenancy management from Homes NSW. This transition included the successful migration of 122 properties into Argyle Housing’s portfolio. The team has since worked diligently to ensure continuity of care and support for residents, many of whom are navigating significant changes in their housing journey.

Stages 1A and 1B of the Renewal Project involved 26 Clients. To date, 21 Clients have been successfully relocated, with the remaining Clients continuing to receive tailored support. Several relocations were completed in collaboration with Homes NSW and Birribee Housing, reflecting a strong commitment to partnership and Client-centred outcomes.

In addition to tenancy management, Argyle Housing assumed responsibility for the Tolland HUB following the conclusion of Mission Australia’s operations on 24 December. As of 6 January, Argyle Housing has been delivering day-to-day services at the HUB, ensuring the community continues to have access to essential supports in a familiar and welcoming space.

Key Achievements

Community Engagement and Connection
The team has built strong relationships with the local community, ensuring that residents feel supported and informed throughout the renewal process.

Establishment of Tolland Connect
A monthly forum now brings together local services to share insights and collaborate on ways to better support Clients. This initiative has strengthened service coordination and improved outcomes for residents.

Transitional Housing Partnership
In partnership with the St Vincent de Paul Society, Argyle Housing helped establish five transitional homes to support people experiencing homelessness in the region.

Relocation Success
Twenty-one Clients from active stages of the renewal project have been successfully relocated into safe and appropriate housing.
High Community Engagement at the HUB. On average, more than 100 Clients access the Tolland HUB each week. Services include food relief, playgroup, and direct engagement with Argyle Housing staff.

Seamless Data Migration
All 122 Client records were successfully transferred into Argyle Housing’s system, ensuring continuity of service and accurate recordkeeping.

Expanded Role in Tolland: Community Centre Management and Engagement 

In a significant step forward for community connection, Argyle Housing has assumed the management contract for the Tolland Community Centre, located in the heart of Tolland. This new responsibility reflects our deepening commitment to the region and our belief in the power of place-based support.

The Centre is now a cornerstone of our engagement strategy, offering a welcoming environment where residents can access services, participate in activities, and connect with one another. Our presence at the Centre ensures that support is not only accessible but also responsive to the evolving needs of the community.

To strengthen this approach, Argyle Housing has appointed a dedicated Community Engagement Officer, a role jointly supported by Homes NSW and Argyle Housing. This position is designed to foster stronger relationships, amplify resident voices, and coordinate meaningful initiatives that reflect local priorities. The Officer will work closely with community members, service providers, and stakeholders to ensure that the Centre remains a vibrant and inclusive space.

This development marks a new chapter in our work in Tolland, one that places community at the centre of everything we do.

Challenges and Learnings

The transition of tenancy management and Community Centre operations brought some uncertainty within the community. Residents expressed concerns about the change, prompting Argyle Housing to prioritise open and transparent communication. Over the past year, several community forums were held to listen, respond, and build trust.

Following the closure of the Kooringal community hub, the Tolland Community Centre experienced a noticeable increase in demand. In response, our Community Engagement Officer has actively sought new partnerships to secure additional food relief suppliers and maintain consistent support for residents.

These experiences have reinforced the importance of clear communication, community presence, and flexible service delivery.

Respect in Action

Respect has guided every aspect of the team’s work in Wagga throughout 2025. Two key examples include:

Collaborative Relocation Planning 
The Allocations Team worked closely with Homes NSW and Birribee Housing to ensure that each Client’s relocation was handled with care. Regular meetings and open dialogue helped identify solutions that prioritised Client wellbeing.

Responsive Community Support 
Staff at the HUB have consistently gone above and beyond to meet the needs of residents. Whether through food relief, playgroup expansion, or simply being available to listen, the team has demonstrated respect through action.

These figures reflect a responsive and committed team working to meet the evolving needs of the Wagga community.

Looking Ahead to 2026

The Wagga team is focused on building trust, expanding services, and continuing to deliver respectful and effective support. Priorities include:

Strengthening Stakeholder
Relationships Ongoing collaboration with local organisations will ensure Clients receive holistic and coordinated care.

Expanding Community Supports
The team will continue to identify gaps and seek new partnerships to meet emerging needs.

Transparent Communication 
Keeping the community informed about developments in the Tolland Renewal Project will remain a key focus, ensuring residents feel included and empowered.

Our Work in Pictures

Harmony Day

NAIDOC Reconciliation Day 

Tolland Clean Up Day

Wagga Argyle Day Out- Mini Golf (Vortex Entertainment)

Ainslie Lodge: A Place of Stability and Hope

Ainslie Lodge in the ACT continues to be a vital lifeline for men aged 18 and older who are experiencing homelessness or sleeping rough. This funded program is designed to provide not just shelter, but a pathway to stability, dignity, and long-term housing solutions.

Between 1 July 2024 and 30 June 2025, Ainslie Lodge supported 207 unique individuals. Of these, approximately 50 Clients accessed the service regularly, forming a core group who rely on the Lodge as a consistent source of support and safety. These numbers reflect the ongoing need for crisis accommodation in our region and the essential role Ainslie Lodge plays in meeting that need.

Individualised Support and Holistic Care 

At Ainslie Lodge, we understand that homelessness is rarely a standalone issue. That’s why our approach is holistic and person-centred. Each resident works closely with our dedicated staff to develop an individualised support plan that addresses their specific needs and goals.

Our services include: 

• Mental health support through partnerships with local providers
• Drug and alcohol counselling tailored to each individual’s journey
• Assistance with securing permanent housing, including navigating applications and tenancy requirements
• Employment support, such as resume building, job search assistance, and referrals to training programs

These services are delivered with empathy, respect, and a deep commitment to helping each person move forward at their own pace. Our team works collaboratively with residents, empowering them to take steps toward independence and self-sufficiency.

Building Community and Connection 

Ainslie Lodge is more than a place to sleep. It is a community. We foster a welcoming and inclusive environment where residents can connect with one another, build relationships, and rediscover a sense of belonging. Throughout the year, we hosted a variety of group activities including:

• Communal meals that bring residents together around the table
• Life skills workshops covering topics like budgeting, cooking, and personal care
• Recreational outings to local parks, museums, and community events
• Peer support groups that offer a safe space for sharing experiences and encouragement

These activities help to reduce isolation, promote mental well-being, and create a supportive network that many residents have never experienced before. The bonds formed at Ainslie Lodge often extend beyond their time with us, contributing to long-term resilience and community integration.

Listening and Improving Together 

We believe that the best services are shaped by the people who use them. Ainslie Lodge has implemented regular feedback mechanisms to ensure that residents have a voice in how the program operates. Through surveys, suggestion boxes, and informal conversations, we gather insights that help us improve our services and respond to emerging needs.

This year, feedback led to several meaningful changes, including:

• Extended access hours for support staff
• More culturally inclusive meal options
• Additional recreational activities during weekends
• Enhanced privacy measures in shared spaces

These changes reflect our commitment to continuous improvement and our belief that every resident deserves to feel heard, respected, and safe.

Looking Ahead

As we move into the next year, our focus will remain on strengthening the support systems at Ainslie Lodge and expanding our partnerships with local organisations. We are exploring new initiatives around trauma-informed care, digital inclusion, and transitional housing pathways to better serve our Clients.

We are proud of the work being done at Ainslie Lodge and grateful to our staff, partners, and community supporters who make it possible. Together, we are creating a place where hope is restored, and futures are rebuilt.

For more information about Ainslie Lodge and how you can support or access our services, please visit the Argyle Housing website. Our team is always here to help.

Ainslie Village

Ainslie Village continues to be a vital part of Argyle Housing’s commitment to providing safe, stable, and supportive accommodation in the ACT. With capacity for up to 172 residents, Ainslie Village offers longer-term housing for individuals who may otherwise face significant barriers to secure accommodation. Since Argyle Housing assumed management, more than 1,100 Clients have been housed at the Village, each supported through a holistic and person-centred approach.

In 2025, the Village has seen significant improvements in both infrastructure and service delivery. ACT Housing funded upgrades to door locks and common areas, enhancing safety and comfort for all residents. These physical improvements have been matched by a deepening of community partnerships and a continued focus on wellbeing, inclusion, and dignity.

Key Achievements

Comprehensive Service Partnerships
Ainslie Village is supported by a network of dedicated service providers who attend regularly to meet the diverse needs of residents. These include Bluedoor, Directions Health, the Chat to Pat van, a mental health nurse, a psychiatrist, Legal Aid, Orange Sky Laundry, and the Tiny Pets Van. These partnerships ensure that residents have access to health care, legal support, mental health services, and practical assistance all within their living environment.

Community Engagement and Activities
The Village has hosted a range of communal activities throughout the year, designed to foster connection, build confidence, and support wellbeing. From art workshops and movie nights to health education sessions and community BBQs, these events have helped create a sense of belonging and pride among residents.

Client-Centred Support
Staff at Ainslie Village continue to provide tailored support to each resident, helping them navigate challenges and work toward their personal goals. Whether it is assistance with appointments, referrals to external services, or simply being available for a conversation, the team is committed to walking alongside each Client on their journey.
Infrastructure Improvements

Thanks to funding from ACT Housing, door locks were upgraded across the Village to improve security. Common areas were also refurbished, creating more welcoming and functional spaces for residents to gather, relax, and connect.

Challenges and Learnings 

Transitioning into full management of Ainslie Village came with the responsibility of maintaining trust and continuity for residents. One of the key challenges has been ensuring that all Clients feel heard and supported during times of change. The team responded by increasing visibility on-site, holding regular feedback sessions, and working closely with service partners to ensure no disruption in care.

Another learning has been the importance of flexibility. The needs of residents can shift quickly, and the team has adapted by strengthening referral pathways and building stronger relationships with external providers to ensure timely and appropriate responses.

Respect in Action

Respect is woven into every interaction at Ainslie Village. In 2025, this was demonstrated through:

Integrated Mental Health Support 
The presence of a mental health nurse and psychiatrist on-site has made a significant difference in the lives of many residents. By offering consistent and accessible care, the team has helped reduce barriers to treatment and supported residents in managing their mental health with dignity.

Pet-Friendly Support Services 
The Tiny Pets Van has been a welcome addition to the Village, offering care for residents’ pets. This service recognises the important role pets play in emotional wellbeing and ensures that residents do not have to choose between housing and their companions.

Looking Ahead to 2026

The Ainslie Village team is focused on deepening its impact in the year ahead. Priorities include:

Strengthening Service Integration 
Building on existing partnerships to offer even more coordinated and accessible support for residents.

Expanding Community Activities 
Introducing new programs that promote skill development, creativity, and social connection.

Enhancing Resident Voice 
Creating more opportunities for residents to shape the services and activities offered at the Village.

Maintaining Transparent Communication 
Ensuring residents are kept informed about any changes or developments that affect their home and community.

Head of Client Services

Michael Stock

Head of Client Services (Acting)

Cherrie Tizzoni on leave

This past year has been one of meaningful progress and positive transformation across our Client Services teams. We’ve seen continued improvement in key areas including Client arrears and vacancy turnaround times.

These gains reflect the dedication of our staff and the effectiveness of our ongoing review of internal processes. We remain committed to refining our approach and delivering even better outcomes for our Clients in the year ahead.

Strengthening Our Teams

As part of Argyle Housing’s recent organisational restructure, we’ve welcomed new leadership and celebrated the growth of our internal talent. One of the highlights has been the appointment of Garth Barrett as Rent and Tenancy Solutions Manager within the Transitions team. Garth now leads both the existing Transitions team and newly integrated Rent Solutions specialists. His collaborative approach has helped unify the team and develop strategies that support smoother transitions for our Clients. Garth’s leadership has already made a noticeable impact, and we look forward to seeing the continued evolution of this vital service area.
In the Housing Access Team, Jennifer Chapman has stepped into the role of Client Support Lead at our Griffith office. Jennifer’s commitment and attention to detail have been instrumental in supporting the Client Services Specialists. Her recent efforts in coordinating lease documentation for the NRAS submission were particularly commendable and ensured we met all requirements on time. Jennifer’s leadership and reliability have made her a valued member of the team and a trusted point of contact for our Clients.

Honouring Our People

This year also marked the retirement of Bernadette Welfare, a long-standing and deeply respected member of our Housing Access Team. Bernadette’s dedication to our mission and her unwavering support for Clients have left a lasting legacy. Her warmth, professionalism and deep knowledge of the sector will be missed by colleagues and Clients alike. We thank Bernadette for her 18 years of service and wish her all the best in her well-earned retirement.

Key Achievements

We are proud to highlight several key achievements that reflect the strength and adaptability of our teams:

The Rent Services department has shown outstanding initiative and teamwork in response to changes in the team’s structure. Every team member embraced the transition with a positive mindset and a shared commitment to finding the best path forward. Their willingness to adapt and collaborate has been a true reflection of Argyle Housing’s values.

The Housing Access Team (HAT) has continued to deliver strong results through effective engagement with other departments. Thanks to the combined efforts of HAT, Client Services Specialists, Maintenance and Compliance, we have met our benchmark for vacancy turnaround for four consecutive quarters. This achievement speaks volumes about the dedication and coordination across our teams and the shared goal of providing timely housing solutions to those in need.

Challenges and Learnings

This year also brought opportunities for reflection and growth. One of the more significant challenges we faced was reviewing how we assess and manage tenancies within our affordable housing portfolio. Through this process, it became clear that we needed more consistent and transparent guidelines around eligibility and support for Clients in this space.
We engaged in thoughtful discussions and in-depth investigations to better understand what best practice looks like. These conversations have been invaluable and have led us to identify more effective approaches that will be implemented in the coming year. This work is not just about policy but about ensuring that our affordable housing Clients feel supported, informed and empowered throughout their housing journey.

Respect in Action

This year we’ve our value of respect come to life in powerful ways. A great example has been the increase in cross-departmental conversations and meeting participation. It has been encouraging to see team members actively engaging in open and honest discussions about challenges and barriers in existing processes. These conversations have helped build mutual understanding and have led to meaningful improvements in areas such as vacancy turnaround, Client assessments and lease renewals.
This spirit of collaboration and respect has strengthened our teams and created a more inclusive and solution-focused environment. It is a reminder that when we listen to one another and work together, we can achieve outcomes that truly benefit our Clients and communities.

Looking Ahead

With recent changes to our organisational structure, we are entering the new year with a strong sense of purpose and optimism. We are committed to reviewing existing processes and working closely with our teams and their leaders to identify more effective ways to support our staff and serve our Clients.

As we introduce new ideas and explore fresh approaches, we will continue to place respect for our Clients and our people at the heart of everything we do. This value remains central to our success and will guide us as we build a stronger, more responsive and more inclusive service model for the future.

Repairs and Assets Report

Sebastian Galvez

Assets Lead

Craig Byrnes

Repairs Lead

At Argyle Housing, we believe that a home is more than just a place to live. It’s a foundation for wellbeing, stability, and dignity.

As a Tier 1 community housing provider, we take pride in delivering homes that are safe, secure, and well cared for. Our Repairs and Maintenance Team plays a vital role in making sure every property meets the high standards our tenants deserve.

Putting Clients First

Our commitment to tenants is at the heart of everything we do. We understand that timely and reliable repairs are essential to feeling safe and comfortable at home. That’s why we treat every repair request with care and urgency. From the moment a request is made, our team works to resolve issues quickly and efficiently, keeping Clients informed every step of the way.
We also recognise that every tenant’s needs are unique. For residents living with disabilities or mobility challenges, we provide tailored home modifications that support independence and safety. These projects are carried out with empathy and respect, ensuring that each solution is both practical and personal.

Building for the Future

This year, we’ve continued to grow and innovate through key redevelopment projects. In partnership with Homes NSW, the NSW Aboriginal Housing Office, and Birribee Housing, we’ve contributed to three major initiatives that will expand access to quality community housing. These collaborations reflect our shared vision for inclusive, sustainable communities where everyone has the opportunity to thrive.

Ensuring Quality and Respect

Every completed job is reviewed to ensure it meets our high standards and complies with safety regulations. We also assess the professionalism and courtesy shown by contractors during their interactions with tenants. Respectful conduct is not optional—it’s a core expectation.

We actively monitor contractor performance and clearly communicate our expectations around service quality and respectful behaviour. Residents’ experiences during service delivery are a key part of our quality assurance process. Their feedback helps us understand what’s working and where we can do better.

We are committed to maintaining strong and transparent relationships with our Clients. Feedback is welcomed at every stage and plays an essential role in shaping how we assess performance and improve service delivery.

Continuous Improvement

We are always looking for ways to improve. Our systems, processes, and contractor engagement strategies are regularly reviewed to increase efficiency and deliver better outcomes for residents.

Recent initiatives include detailed contractor performance reviews, enhancements to accessibility standards in modification works, and refinements to service delivery processes based on resident feedback. These efforts are designed to create real, tangible benefits for our tenants and strengthen our internal operations.

Our Achievements

• Successfully delivered numerous complex home modification projects tailored to individual Client needs
• Maintained high levels of Client satisfaction with our repairs and maintenance services
• Consistently met national performance benchmarks as a Tier 1 community housing provider
• Actively contributed to major redevelopment projects in collaboration with Homes NSW, NSW AHO, and Birribee Housing, strengthening housing outcomes across multiple NSW communities

We remain focused on delivering repairs and maintenance services that are not only timely and reliable, but that also uphold the dignity, independence, and wellbeing of every person we serve.

These figures reflect the scope and scale of our operational delivery and highlight our commitment to responsive, planned, and specialised maintenance services across our housing portfolio.

Urgent Work Order Completion Rate

This chart illustrates the percentage of urgent maintenance work orders resolved within 0–24 hours. The performance benchmark is set at 90%, indicating the target for timely response to high-priority issues. A rate at or above this threshold reflects strong operational responsiveness and effective maintenance coordination.

Non-Urgent Work Order Completion Rate

This chart tracks the percentage of non-urgent maintenance requests completed within 1–28 days. The benchmark is set at 90%, representing the target for timely resolution of routine issues. Meeting or exceeding this threshold reflects consistent service delivery and effective scheduling of maintenance tasks.

Smoke Alarm Inspection Compliance

This metric reflects the percentage of properties that have undergone scheduled smoke alarm inspections within the required timeframe. Timely inspections are critical for ensuring tenant safety and regulatory compliance. High completion rates indicate strong adherence to safety protocols and proactive property management.

Investment in Maintenance Upgrades 
This metric tracks the total expenditure allocated to property maintenance improvements, including structural enhancements, system upgrades, and aesthetic refurbishments. Monitoring this spend provides insight into asset reinvestment strategies, long-term value preservation, and the overall condition of the property portfolio. 

Community Engagement

Jasmina Kustec

Community Engagement Officer

At Argyle Housing, Client engagement is more than a service – it is a commitment to building respectful and inclusive communities where every tenant feels heard, supported, and empowered.

In 2024, this commitment was reflected in a wide range of initiatives designed to enhance wellbeing, strengthen relationships, and improve access to housing support across our regions.

Throughout the year, we focused on creating meaningful opportunities for connection. Communal spaces were thoughtfully redeveloped to encourage interaction and foster a sense of belonging. Outreach efforts extended our presence into regional and remote areas, ensuring that Clients could access support in ways that felt safe and culturally appropriate.

Engagement forums gave Clients a voice in shaping the services that affect their lives. These conversations helped us better understand the diverse needs within our communities and informed the development of tailored support services that prioritise dignity, accessibility, and inclusion.

The value of Respect guided every step of our approach. Whether through partnerships with local organisations, culturally safe environments, or trauma-informed practices, we worked to ensure that every Client felt seen and valued.

As a result, we saw increased participation, stronger local connections, and greater awareness of available resources. These outcomes have laid a strong foundation for future innovation, with new engagement models already being co-designed with Clients and community stakeholders.

Argyle Housing remains dedicated to listening deeply, responding thoughtfully, and continuing to grow alongside the communities we serve.

Looking Ahead: Future Focus for 2026

As we look toward 2026, Argyle Housing remains deeply committed to strengthening Client engagement through meaningful, inclusive, and responsive initiatives. Our focus will be on expanding programs that reach more Clients, especially those who may be experiencing isolation or barriers to participation. By creating tailored opportunities for connection and feedback, we aim to ensure that every Client feels seen, heard, and valued.

Our next phase of work will align closely with the Community Engagement Strategy, which places social cohesion and shared responsibility at the centre of our approach. This alignment will guide the development of new engagement models that reflect the diverse voices within our communities and promote a sense of belonging.

We are also excited to deepen our collaborations with First Nations groups, working together to co-design culturally safe programs that honour tradition, promote healing, and build pathways to opportunity. This includes increasing access to scholarships, mentoring, and education grants that support young people in achieving their aspirations.

Respect will continue to be the foundation of everything we do. In 2026, we will strengthen our commitment to listening with intention, responding with care, and creating spaces where Clients can contribute meaningfully to the services that support them. Through inclusive forums, creative outreach, and ongoing dialogue, we will nurture community identity and empower Clients to shape their own futures.

Argyle Housing is proud to walk alongside our Clients as we grow, learn, and build stronger communities together.

Partnerships/Meetings 

Fire and Rescue NSW
Claymore Information Group
Wingecarribee Services meeting
Wingecarribee Aboriginal network meeting
Griffith Interagency meeting
Hilltops family and youth meeting
Northside Community Services
Murra Mia Partnership

Client Engagement Activities

In 2024, Argyle Housing continued to strengthen its commitment to meaningful Client engagement by delivering a series of impactful initiatives across our communities. These efforts were grounded in our values of respect, inclusion, and collaboration, with a focus on creating safe, supportive environments where tenants feel empowered and connected. From revitalising shared spaces to expanding access to essential services and fostering cultural understanding, each initiative was designed to respond to local needs and build stronger relationships. The following highlights showcase the diverse and thoughtful ways Argyle Housing worked alongside Clients and partners to enhance wellbeing and community connection throughout the year.

Eventide Communal Space Upgrade – Yanco 

The backyard at 2 Binya Street, Yanco, also known as Eventide, has been beautifully transformed into a vibrant communal space designed to bring residents together. What was once an underused area is now a welcoming outdoor hub, complete with a shaded BBQ area, comfortable seating, and a pergola that invites relaxation and connection.

This project was a collaborative effort between Leeton Shire Council, the property owner, and Argyle Housing, the landlord.

Together, we set out to create a space that encourages social interaction, reduces isolation, and strengthens the sense of community among tenants.

Already, the new space has become a focal point for shared meals, informal chats, and spontaneous gatherings, fostering a stronger, more connected community. It’s a wonderful example of how thoughtful design and partnership can enhance everyday living and create lasting impact.

Wollondilly Service Hub – Monthly Outreach 

Argyle Housing actively participated in monthly outreach services at the Wollondilly Service Hub, connecting Clients with essential services such as Service NSW, Fair Trading, and other support agencies. These engagements helped bridge gaps in access, allowing Clients to receive guidance on tenancy rights, financial assistance, and legal matters in a familiar and supportive setting. The consistent presence of Argyle Housing staff reinforced trust and improved service navigation for many Clients.

Expanded Access to Essentials – Ainslie Village 

In partnership with StreetSmart, Argyle Housing distributed over 50 bedding packs to residents at Ainslie Village. This initiative addressed immediate needs for comfort and dignity, especially for those transitioning into stable housing. The distribution was part of a broader effort to ensure that every Client has access to basic essentials, reinforcing our commitment to wellbeing and practical support.

Creative Space Southern Highlands Launch – Railway Street Hub 

The launch of a Creative Pop-Up Space at the Railway Street Hub, in collaboration with Vinnies NSW, introduced monthly workshops focused on skill-building, creativity, and personal development. These sessions offered Clients opportunities to explore new interests, connect with others, and access outreach services in a relaxed and engaging environment. The pop-up model proved effective in reaching Clients who may not engage through traditional channels, making support more accessible and appealing.

Wingecarribee Aboriginal Engagement – Cultural Support Forums 

Argyle Housing supported a series of education and Sorry Business forums in Wingecarribee, working closely with local First Nations stakeholders. These culturally respectful gatherings provided space for dialogue, healing, and shared learning, while also improving pathways to support services. The forums highlighted the importance of cultural safety and strengthened relationships with Aboriginal communities, ensuring that services are responsive and inclusive.

Block Meetings & Safety Partnerships

Building Safer, Stronger Communities
Regular block meetings across Argyle Housing properties have become a cornerstone of community engagement, offering Clients a consistent space to share ideas, raise concerns, and stay informed. These gatherings are more than just meetings, they’re opportunities to build trust, strengthen relationships, and empower residents to take an active role in shaping their living environment.

In partnership with Fire and Rescue NSW and Community Safety Services, these meetings have also become a platform for vital safety education. From fire prevention tips to tenancy-related support, Clients are gaining the knowledge and confidence to respond to emergencies and contribute to a safer community.

The collaboration between our Clients and Communities team, emergency services, and residents has delivered strong social, educational, and wellbeing outcomes. These initiatives will remain a key focus throughout the year, ensuring continued support, shared responsibility, and a stronger sense of community across all our properties.

Griffith Green Community Garden Workshops

Cultural and Environmental Learning
In partnership with Community Greening NSW and the Royal Botanic Gardens, Argyle Housing delivered a series of culturally appropriate workshops at Griffith Green. These sessions empowered Clients with practical, sustainable gardening skills while fostering a deeper connection to land and environment. The workshops were designed to be inclusive and respectful of cultural knowledge, particularly for Aboriginal and Torres Strait Islander participants. By blending traditional practices with modern sustainability techniques, the program encouraged environmental stewardship and community pride.

Griffith Green Community Gardens

School Holiday Program 
During the school holidays, Argyle Housing hosted a series of community garden activities in Griffith Green. These events provided local youth and families with hands-on learning experiences in gardening, sustainability, and healthy living. The initiative not only offered a constructive outlet during school breaks but also fostered intergenerational engagement and environmental awareness. The gardens have become a vibrant space for education, relaxation, and community pride.

Block Meetings to Foster Client Voice
Regular block meetings were held across multiple sites to create safe, inclusive spaces where tenants could share feedback, raise concerns, and ask questions. These gatherings were more than just updates — they were opportunities to build trust, strengthen communication, and ensure that Clients felt heard and respected. Staff provided updates on property matters, introduced support services, and responded to Client input in real time. The meetings helped reinforce transparency and accountability, while also encouraging a sense of shared ownership and community responsibility.

Community-Centred Outreach – Ainslie Village and Blue Door
Argyle Housing maintained a consistent and approachable presence at Ainslie Village and Blue Door, ensuring that Clients had regular access to information, support, and a listening ear. This visible outreach model was grounded in respect and dignity, with staff prioritising personalised engagement and culturally safe interactions. Whether assisting with housing queries, connecting Clients to services, or simply being available for a chat, the outreach efforts helped reduce barriers and build stronger, more trusting relationships with residents.

Collaborative Meetings with Northside Community Centre
Fortnightly meetings with Northside Community Centre created a proactive space for collaboration, where service providers could share updates, identify emerging challenges, and coordinate responses. These sessions were instrumental in ensuring that Client needs were addressed quickly and holistically. The respectful and solutions-focused environment allowed for real-time problem-solving and strengthened the network of support available to Clients. This collaborative approach also helped reduce duplication of services and improved overall service delivery.

Participation in the Sorry Business Forum

Supporting Cultural Grieving Practices
Argyle Housing participated in the Sorry Business Forum in Wingecarribee, working alongside Legal Aid, Tender Funerals, and the Southwestern Sydney Local Health District (SWSLHD) to support culturally respectful grieving processes for First Nations Clients. The forum provided vital information on affordable and accessible funeral services, while also creating space for healing and cultural expression. Argyle Housing’s involvement reflected a deep respect for cultural protocols and a commitment to ensuring that Clients could navigate these difficult times with dignity and support.

National Sorry Day 2025: Honouring Truth, Healing, and Connection
The National Sorry Day event in Campbelltown was a powerful and moving reminder of the importance of coming together to acknowledge the past and walk alongside our First Nations communities in the spirit of reconciliation.

Held in partnership with local councils and support services, the day honoured the resilience of the Stolen Generations and deepened our collective understanding of what this day means for our First Nations staff, Clients, and broader community.

We were privileged to take part in a Smoking Ceremony and heartfelt Welcome to Country, followed by powerful storytelling and incredible cultural performances. These moments created space for reflection, learning, and connection, bringing history to life in a way that was both emotional and inspiring.

Experiences like these are deeply impactful. Greater staff involvement in events like National Sorry Day helps build genuine understanding, strengthen relationships, and bring our commitment to reconciliation to life in meaningful and lasting ways.

Education Forum for First Nations Youth

Supporting Aspirations and Wellbeing
In Wingecarribee, Argyle Housing contributed to an Education Forum focused on supporting First Nations youth through mentoring, mental health initiatives, and access to educational opportunities. Collaborating with the Department of Education and Health NSW, the forum highlighted programs such as the Wendy Middleton Scholarship and NSW Youth Education Grants. By promoting these resources, Argyle Housing helped young people and their families explore pathways to success, reinforcing the right to equitable opportunities and the importance of cultural identity in education.

Argyle Day Out – Social Connection Events

The Argyle Day Out initiative continues to be a cornerstone of Argyle Housing’s commitment to fostering community, reducing isolation, and creating joyful, inclusive experiences for Clients across our regions. These cost-free outings offer opportunities for Clients to connect with each other and with Argyle Housing staff in relaxed, welcoming environments. From cultural excursions to nature walks and interactive activities, each event celebrates the power of connection and the value of shared experiences.

Chocolate Factory Day (Junee) 
Regions: Albury, Griffith, Wagga Wagga, Young

Clients from across our South Region – Albury, Griffith, Wagga Wagga, and Young, came together for a delightful day at the Junee Licorice & Chocolate Factory. Timed perfectly with the school holidays, this family-friendly outing was a celebration of connection, creativity, and community.

The day began with a guided tour through the heart of the factory, where Clients learned the story behind the sweet treats. From there, it was hands-on fun in a chocolate freckle-making class, sparking smiles and showcasing some impressive artistic flair!
One of the day’s highlights was the licorice bowling challenge, an unexpected hit that revealed some hidden talents and brought plenty of laughter. Homemade goodies satisfied every sweet tooth, and the joy of sharing the experience made it all the more special.

Moments like these remind us of the power of togetherness. Thank you to everyone who joined us for a day filled with warmth, laughter, and delicious memories.

National Museum of Australia
Regions: ACT, Yass, Queanbeyan, Goulburn

Clients from our South Region enjoyed a rich and reflective day in Canberra, diving into Australia’s diverse history and heritage at the National Museum of Australia. The guided tour offered an immersive journey through powerful exhibits, including Tony Armstrong’s Extraordinary Belongings, the historical significance of rocks, and moving displays celebrating First Nations culture.
The outing sparked meaningful conversations and a deeper appreciation for the stories that shape our shared identity. After the museum visit, the group gathered at The Jetty Café by the lake, where warm drinks, delicious meals, and scenic views created the perfect setting to unwind and connect.

It was a day of learning, laughter, and togetherness, reminding us of the importance of community and the value of shared experiences.

Cockington Green Gardens
Regions: ACT, Yass, Queanbeyan, Goulburn

With spring in full bloom, Clients from Canberra and Gungahlin enjoyed a serene and sun-filled day exploring the whimsical Cockington Green Gardens. Surrounded by vibrant gardens and intricate miniature displays from around the world, the outing offered a peaceful escape that sparked curiosity and delight.
Clients wandered through the charming village scenes, sharing smiles and stories with neighbours and staff. The relaxed pace and enchanting setting created the perfect atmosphere for casual conversations and meaningful connections.

It was a day of sunshine, laughter, and community, reminding us that even the smallest details can bring the greatest joy.

Mount Annan Botanical Gardens
Regions: Southwest Sydney and Southern Highlands

Clients from Bowral and Southwest Sydney welcomed the season with a joyful day at the Australian Botanic Garden Mount Annan. Surrounded by vibrant springtime scenery, the group gathered for a peaceful picnic that blended nature, connection, and celebration.

The highlight of the day was a heartfelt birthday celebration for one of our Clients, complete with cake, a singalong, and plenty of smiles. The relaxed setting offered a chance for Clients to connect with staff and each other, strengthening community bonds in a beautiful and informal environment.

It was a day filled with warmth, laughter, and the simple joy of being together, an uplifting start to spring.

Seniors Festival 2025, Time to Shine
Regions: Southwest Sydney & Southern Highlands

As part of the NSW Seniors Festival, Argyle Housing proudly celebrated the theme “Time to Shine” with seniors from Bowral and Southwest Sydney, honouring their wisdom, contributions, and vibrant presence in our communities.

The day was filled with enriching experiences, from interactive workshops and educational sessions to resource sharing and service connections. Seniors had the opportunity to engage with key businesses, community groups, and both NSW and Federal Government services, gaining valuable insights to support healthy aging and active living.

The celebration culminated in a spectacular performance at the Premiere Gala Concert, creating lasting memories and sparking new friendships. The event not only empowered seniors with knowledge and support but also reinforced their vital role in shaping strong, connected communities.

Seniors Festival 2025 was a resounding success; bringing joy, learning, and togetherness to the heart of our regions.

Mini Golf and Client Forum
Regions: Albury, Griffith, Wagga Wagga, Young

Clients gathered at Vortex Entertainment in Wagga Wagga for a vibrant day of mini golf, laughter, and open dialogue. The friendly competition brought out plenty of smiles, and even a few hole-in-ones, as Clients showcased their skills alongside Argyle Housing staff.

Beyond the fun, the event featured a valuable Client forum with CEO Carolyn, offering a direct line for feedback, ideas, and shared concerns. This open and honest exchange reinforced our commitment to transparency and trust, strengthening the connection between Clients and the Argyle Housing team.

It was a day where community spirit shone through, full of encouragement, engagement, and the joy of being heard.

National Arboretum Canberra
Regions: ACT, Yass, Queanbeyan, Goulburn

Clients enjoyed a peaceful and educational day at the National Arboretum in Canberra, exploring the diverse collection of trees and plants. The outing encouraged reflection and connection with nature, while also providing time for open dialogue with CEO Carolyn, who joined the group to listen and engage with Clients. It was a day of learning, community, and shared appreciation for the environment.

Celebrating the Year Together
Regions: SWS & Bowral

This Christmas, Argyle Housing brought a fresh focus to our festive events, celebrating the achievements of the year and building on conversations from tenant forums. Held in Wingecarribee and Campbelltown, two of our largest communities, the Christmas lunches were a resounding success.

Clients enjoyed the opportunity to connect with staff, share tenancy updates, and reflect on the year in a relaxed and joyful setting. The highlight for many was the delicious Christmas meal and lively entertainment, which brought smiles and festive cheer to all.

Feedback was overwhelmingly positive, with Clients appreciating the chance to celebrate together and feel part of a supportive and engaged community. These gatherings were a wonderful reminder of the strength and spirit within our Argyle Housing family.

Partnership with Fire and Rescue NSW

In 2024, Argyle Housing’s Community Engagement team noticed a concerning rise in house fires across our portfolio. This trend highlighted a gap in proactive fire safety resources and initiatives for our Clients and staff. In response, we formed a strategic and deeply collaborative partnership with Fire and Rescue NSW, working closely with local zone commanders Greg from Metropolitan South 3 and Dean from Regional South 2.

This partnership was not just about distributing resources. It was about creating meaningful opportunities for Clients and Client Support Specialists to build their understanding of fire safety in their homes and communities. Since launching in mid-2024, the partnership has delivered a range of tailored initiatives including Community Safety Days, targeted home safety blitzes in specific towns, focused interventions addressing hoarding and squalor, and both proactive and reactive home safety visits.

These efforts have made a real difference. We’ve seen a 70 percent reduction in house fires across our portfolio, a result that speaks to the power of collaboration and community-led action.

At the heart of this work is our value of Respect. Together with Fire and Rescue NSW, we ensured culturally appropriate engagement, co-designed solutions with Clients, and supported them to feel safe and prepared in their homes. This respectful approach empowered Clients, promoted dignity, and built trust, leaving a lasting impact on fire safety awareness and overall wellbeing.

Key Achievements

• We revamped our home visit process to better identify fire safety concerns and gain Client consent for safety visits or referrals.
• Fire and Rescue NSW provided updated materials for new Client packs and shared resources through The Argyler and our social media channels to boost fire safety literacy.
• Over 50 home safety visits were referred within our portfolio, with town visits booked in specific streets starting from July 2025.
• More than 10 hoarding and squalor referrals were made, with four Clients connected to extended support services.
• We delivered 10 community safety talks across our portfolio, including a tailored session at a complex that experienced a fatality. These talks reached over 150 Clients.
• Fire safety was included as a standard question in our NSW CHIA survey to help shape future engagement plans with local fire and rescue zones.

Challenges and Learnings

Engaging Clients with complex needs such as mental health challenges and hoarding often delayed intervention efforts. Support services in this space remain limited, and we hope to expand the partnership to include more collaborative support from other agencies.

One key learning is the importance of trauma-informed approaches. These are essential when navigating sensitive situations and ensuring our team is equipped with the right training to engage respectfully and effectively.

Case Study: Strengthening Safety Through Respectful Engagement

Following a tragic incident at one of our senior living complexes, the sense of safety and wellbeing among residents was deeply affected. Clients expressed understandable concern and fear, and Argyle Housing responded with compassion and urgency.

In close collaboration with Fire and Rescue NSW RS2 Zone Commander Dean and his local team, we co-designed a tailored community safety initiative that directly addressed the needs and concerns of the residents. This initiative included a personalised safety information session where every Client was invited to participate in open discussions, develop their own home safety plans, and learn how to identify key safety features within their living spaces.

The engagement was more than informative – it was empowering. Clients took an active role in shaping their safety strategies, and as a result of the session, Fire and Rescue NSW installed additional smoke alarms throughout the complex to strengthen fire safety measures.

This initiative reinforced a culture of safety and resilience, built on trust and respect. It demonstrated our commitment to listening and responding to the voices of vulnerable Clients, and to working alongside them to create safer, more confident living environments. By placing respect at the centre of our approach, we helped restore peace of mind and fostered a renewed sense of community.

Case Study: Turning Risk into Opportunity Through Respectful Engagement

In late 2024, Argyle Housing deepened its partnership with Fire and Rescue NSW RS2 to deliver a proactive fire safety initiative grounded in respect, education, and meaningful community engagement. This collaboration focused on conducting targeted fire safety visits, particularly for individuals and households that had previously experienced fire-related incidents.

One powerful example took place in September 2024, when the RS2 team responded to a low-risk fire call. During the visit, they discovered that a teenager named Josh had been playing with matches, unaware of the potential dangers. Rather than responding with fear or reprimand, the firefighter chose a respectful and supportive approach. He engaged Josh in a calm conversation, using the moment as a chance to educate him about fire safety in a way that was age-appropriate and empowering.

Josh was invited to explore the fire truck and learn about the role of firefighters. What could have been a frightening experience became a positive and inspiring one. Josh left the visit not only with a better understanding of fire safety but also with a spark of inspiration. He told the team he was now thinking about the possibility of becoming a firefighter one day.

This story is a reminder of the power of respectful engagement, especially in moments of vulnerability or risk. By choosing empathy and education over fear, we helped foster trust, personal growth, and long-term resilience within the community.

Case Study: Inclusive Fire Safety Education in Claymore

In response to an increase in fires within vacant and demolished properties in Claymore, Argyle Housing partnered with Fire and Rescue NSW to deliver a hands-on fire safety demonstration at Proctor Way. Led by Metro South 3 Zone Commander Greg and his local team, the event brought together residents from across the community, ranging in age from 9 to 65.

Recognising the diversity of the Claymore community, our team worked to ensure the demonstration was accessible, inclusive, and engaging for everyone. On-call firefighters from Campbelltown used a kitchen fire simulator to show the dangers of adding water to an oil fire – a critical safety message delivered in a way that was both memorable and practical. Attendees also learned how to properly use fire blankets, gaining the confidence and knowledge to respond safely in an emergency.

Beyond the live demonstration, Greg contributed to Argyle Housing’s Client newsletter, shared fire safety tips across social media, and provided updated materials for new Client welcome packs. These efforts extended the reach of the initiative, reinforcing fire safety awareness throughout the community.

This case study highlights how respectful, inclusive engagement can empower individuals and strengthen community resilience. By meeting people where they are and delivering education in a way that resonates, we continue to build safer, more informed communities.

Case Study Summary

This ongoing collaboration with Fire and Rescue NSW reflects our respect for the Clients and communities we serve, especially those in vulnerable circumstances. By empowering individuals with life-saving knowledge, we are building safer, more resilient communities together.

Data and Metrics

Preliminary data indicates a 70 percent reduction in reported fire incidents across serviced properties from FY 2023–2024 to FY 2024–2025.

This represents a 67 percent decrease in fires.

Over 50 home safety visits were referred within our portfolio, with town visits in specific streets booked from July.

Argyle Housing and Fire and Rescue NSW conducted over 10 hoarding and squalor referrals and visits, with four Clients linked to extended support.

10 community safety talks have been delivered across our portfolio, including a tailored talk at a complex that experienced a fatality. These talks reached over 150 Clients.

Looking Ahead and Future Focus

In 2026, we will remain committed to supporting our teams and encouraging other community housing providers to promote home fire safety initiatives and educational discussions. Our primary objective is to broaden fire safety education across our extensive portfolio, ensuring greater accessibility, particularly for Clients in remote locations and those with mobility limitations.
Respect will continue to be at the forefront of our approach, reinforced through co-designed engagement strategies, culturally responsive practices, and the integration of enhanced trauma-informed support across all safety initiatives.

”Argyle Housing have been a great blessing in my life. I’m well looked after and very comfortable in one of their units and I thank them sincerely. Recently we had a visit from the RFS along with Argyle, Jasmina and a few others from Argyle. Thank you for showing us how to be fire safe. It was very informative and very important for us. I can’t thank Argyle Housing and all their beautiful ladies there and very kind and helpful men. Thank you. All the very best for Christmas and the New Year stay safe and take care. Regards from Grace”

Robert Daley

Nomination for Seniors Week Community Person – Celebrating Bob!

Argyle Housing is incredibly proud to celebrate the remarkable achievement of Robert Daly (Bob Pictured below), who has been honoured with a NSW Seniors Local Achievement Award in the Wollondilly electorate.

This prestigious recognition is a testament to Bob’s infectious warmth, friendly spirit, and unwavering dedication to building a stronger, more connected community.

Known for his gentle nature and ever-present smile, Bob has a unique way of bringing people together – often through the simple joy of sharing stories about his beloved birds. His presence is a reminder of the power of kindness and the importance of creating spaces where everyone feels they belong.

Bob’s contributions go far beyond casual conversations. He has become a cornerstone of his local community, offering support, encouragement, and a listening ear to those around him. His ability to spark connection and foster inclusion has made a lasting impact, and this award is a well-deserved recognition of his efforts.

We extend our heartfelt thanks to Judy Hannan MP, Member for Wollondilly, for presenting Bob with this honour and for recognising the everyday heroes who make our communities stronger.

“Gathering today for Seniors Week festivities for Wollondilly 2025 filled me with sheer delight by acknowledging and presenting valued recipients for Seniors Week Local Achievement Awards. TIME TO SHINE! NSW Seniors Festival 2025. 

It was wonderful to see so many nominated for the Seniors Local Achievement Awards 2025. 

The Wollondilly Electorate Office in Tahmoor was full and overflowing with senior nominees and their friends/family, bustling with a joyous atmosphere. 

It was an honour to recognise the dedicated service of these individuals, organisations and community groups, who have contributed in so many varied and engaging ways. 

During the afternoon gathering, beautiful connections were made! One gentleman said to me that this was the first time in his life that he had received a Certificate and he was very touched by the recognition and acknowledgement he received. 

Friendships were forged, and the joy and warmth in the room were palpable as we celebrated our wonderful seniors and community. 

It goes well with this year’s theme of ‘Time to Shine!’ couldn’t be more fitting. Embrace this challenge and strive to exceed expectations!”  Judy Hannan MP, Member for Wollondilly 

Congratulations, Bob – your Argyle Housing family is incredibly proud of you!

Christmas Giving Tree

Sharing the Spirit: Christmas Giving Tree 2024

Last Christmas, the Argyle Housing team once again embraced the true spirit of the season through our cherished Christmas Giving Tree initiative.

Rather than exchanging gifts among ourselves, we turned our focus outward, toward the individuals and families in our communities who needed a little extra support.

Each staff member selected a tag from the tree, representing a gift for a boy, girl, mother, or father. These gifts were thoughtfully chosen, lovingly wrapped, and donated alongside food hampers to help brighten the holidays for those doing it tough.

This year, donations from the Southern Highlands were delivered to the Highlands Community Centre in Mittagong, where they were distributed not only during Christmas but also into the early months of the new year, when support is often needed most. In Southwest Sydney, the Blue Wren House was selected as the local support service, recognising their incredible work supporting women and children in crisis. Their close partnership with Argyle Housing ensures these gifts reach those who need them most.

The Giving Tree has become more than a tradition, it’s a reflection of our values: compassion, inclusion, and care. It brings together staff, Clients, and community members in a shared act of generosity that continues to make a meaningful difference, long after the decorations come down.

The annual Christmas giving tree in every Argyle Housing office

Tolland Community Centre Hampers

Community in Action: Over 300 Hampers Packed and Delivered

In January 2025, Argyle Housing proudly brought together our support services and community partners at the Tolland Community Centre to pack and distribute over 300 hampers for individuals and families in need.

This initiative was a powerful example of what can be achieved when compassion and collaboration come together.

The hampers were packed with care and distributed on Thursday, 2 January, from 12pm to 2pm, reaching residents near the Tolland, Ashmont, and Kooringal Community Centres. Each hamper was a gesture of support and solidarity, offering relief during a time of year that can be especially challenging for many.

This incredible effort would not have been possible without the generosity and dedication of our amazing supporters:

• Hard Yakka
• Riverina Medical and Dental Aboriginal Corporation (RivMed)
• Mission Australia
• The Salvation Army Australia
• The Housing Partnership Consortium – NSW Police Force
• City of Wagga Wagga Council
• Wagga Wagga City Library
• New South Wales Government
• 54 Reasons

Your commitment to community wellbeing made a real and lasting difference.

Together, we showed the true strength of teamwork and compassion. Thank you to everyone who contributed their time, energy, and heart to this initiative. You helped start the year with hope, kindness, and connection, we are so grateful.

Tolland Clean Up

Tolland Clean Up Day – A Successful Community Initiative

On Monday, 3 March 2025, Argyle Housing proudly facilitated a vibrant and community-led Clean Up Day in Tolland, bringing residents together to take part in a shared effort to improve their local environment.

The event provided a designated rubbish drop site where community members could responsibly dispose of unwanted household items, helping to reduce waste and promote a cleaner, safer neighbourhood.

The day was about more than just tidying up, it was about connection, pride, and shared responsibility. Residents, families, and local partners came together in the spirit of collaboration, with many taking the opportunity to chat with neighbours, meet Argyle Housing staff, and enjoy a complimentary BBQ that added warmth and hospitality to the occasion.

This initiative reflects Argyle Housing’s ongoing commitment to supporting and enhancing the communities we serve. By creating opportunities for residents to actively participate in the care of their surroundings, we help foster a sense of ownership, belonging, and community pride.

We extend our heartfelt thanks to everyone who contributed to the success of the day — from the residents who rolled up their sleeves to the volunteers who helped coordinate logistics and serve food. Your involvement made a real difference and reinforced the power of working together for a common goal.

Tolland Clean Up Day was a clear reminder that when communities come together, great things happen. We look forward to building on this momentum with more local initiatives that support wellbeing, sustainability, and connection.

Client Awards 2024

At Argyle Housing, we believe in recognising the everyday heroes who make our communities stronger, kinder and more connected.

This year’s Client Awards were a heartfelt celebration of those individuals who go above and beyond to support others and contribute meaningfully to the places they call home.

Held at the Catholic Club in Campbelltown, the awards formed part of our recent Stakeholder Meetings across the Wingecarribee and Southwest Sydney offices. These gatherings gave us the opportunity to shine a light on the outstanding efforts of our Clients who have demonstrated exceptional commitment and care.

Each award recipient was nominated by fellow Clients, a powerful reflection of the impact they have made. Whether through acts of kindness, consistent responsibility, or tireless volunteering, these individuals have helped build stronger and more inclusive communities.

This year, we proudly presented awards in the following categories:

• Community Spirit
• Responsibility
• Volunteering
• Good Neighbour Award

These awards are more than just recognition. They are a celebration of resilience, generosity and the spirit of community that defines Argyle Housing.

We are excited to continue this celebration later in the year, with more awards to be presented at our upcoming Client Forums in November and December. We look forward to honouring even more inspiring stories and the people behind them.

Good Works Garden Overview 2025

Fyshwick Canberra ACT Final Report

The Good Works Garden project, initiated as an experimental community engagement initiative, concluded in Autumn 2025 after a period of fruitful collaboration and meaningful impact.

The project was designed to foster community involvement, provide a green space for volunteers and Clients, and explore partnerships with local organisations including Dirty Janes and St Vinnies Canberra.

Project Conclusion

A final meeting chaired by Jasmina Kustec on 25 March 2025 formally marked the end of the project. The decision to conclude was made in recognition of the logistical and operational challenges faced by partner organisations, particularly Vinnies, and the expiration of key agreements including the lease and Memorandum of Understanding.

Partnerships and Transition

The closure of partnerships with Dirty Janes and St Vinnies Canberra was acknowledged with appreciation for their contributions. While Argyle Housing will no longer be directly involved, the transition plan includes continued maintenance of the garden lots and reassignment of responsibilities for digital platforms and signage.

Legacy and Future Use

Although the Good Works Garden project has formally concluded under Argyle Housing’s leadership, its legacy will continue through the stewardship of Dirty Janes Canberra, who will take over the management of the garden. The space will remain active and accessible, with plans to involve local volunteers and staff in ongoing maintenance. Updates to signage and a final social media message will help mark the transition, while future communications will direct followers to Dirty Janes’ channels. There is also potential for the garden to host children’s gardening classes and other community engagement activities, ensuring the space remains a vibrant and inclusive part of the local community.

Impact and Reflections

The project was widely recognised for its positive impact:

• Volunteers and community members benefited from the therapeutic and social aspects of gardening.
• Transportation challenges were addressed through subsidised rent initiatives, improving access for Clients.
• The initiative fostered a sense of belonging and collaboration among participants.

Acknowledgements

Argyle Housing extends heartfelt thanks to all partners, volunteers, and staff who contributed to the success of the Good Works Garden. Special appreciation goes to Jasmina Kustec, Jane Crowley, Scott Dunstan, Sophia Brady, and Daniel Ross for their leadership and dedication.

Wendy Middleton Scholarship Program

At Argyle Housing, we believe that education is a powerful pathway to opportunity.

The Wendy Middleton Scholarship Program is a key part of our annual education initiative, offering financial support to Clients who are pursuing tertiary study. Each year, eligible Clients can apply for up to $1500 to help cover course fees, textbooks, equipment and transport costs.

Thanks to the generous support of our long-standing partners SR Construction and Crown Property Services, we continue to grow this program and help more Clients take the next step in their learning journey.

Key Achievements

This year has been our most successful yet. We are proud to share that:

• We awarded a record number of scholarships across all our regions.
• Clients enrolled in a wide range of courses, from Certificate II to Bachelor degrees, across both metropolitan and regional areas.
• Several Clients who completed their initial studies have gone on to enrol in further education, showing the long-term impact of the program.
• We saw increased participation from mature-age students, demonstrating that it is never too late to pursue new goals.

Challenges

While the program continues to grow, we faced some challenges in 2025. Some Clients experienced delays in enrolment due to limited course availability or personal circumstances. We also saw a need for more tailored support in navigating online learning platforms.

These experiences have highlighted the importance of ongoing mentorship and clearer communication with training providers. In response, we are exploring ways to offer more one-on-one guidance and build stronger partnerships with education institutions.

Respect in Action

Respect is one of our core values and it is reflected in how we deliver the scholarship program:

• Our team worked closely with each applicant to understand their goals and support them through the process with empathy and encouragement.
• In one standout example, a Client from Young who had been out of the workforce for over a decade was supported to enrol in a Certificate III in Accounts Administration. With the help of the scholarship and our team’s encouragement, she is now on track to re-enter the workforce with confidence.

Future Focus

In 2026, we will continue to support our Clients to achieve their long-term goals through education. Our focus will be on:

• Expanding outreach to younger Clients and those in remote areas
• Strengthening follow-up support to help Clients stay engaged in their studies
• Embedding Respect in every step of the process by listening, learning and walking alongside our Clients

We are proud of what the Wendy Middleton Scholarship Program has achieved and excited about what lies ahead.

Client Survey 2025

Listening, Learning, and Acting on What Matters Most

Every two years, Argyle Housing partners with the Community Housing Industry Association NSW (CHIA NSW) to conduct an independent Client satisfaction survey.

This process is a vital part of how we listen to our Clients, understand their experiences, and identify where we can do better. The survey gives our Clients a voice and helps us shape services that are responsive, respectful, and grounded in real needs.

In 2025, we were proud to receive a record number of responses, with 1,713 Clients participating in the survey. This strong level of engagement reflects the trust our Clients place in us and their willingness to help us improve.

Key Achievements

Record Participation: 1,713 Clients completed the survey, the highest response rate we have ever received. This gives us a clearer picture of what matters most to the people we serve.
Strong Overall Satisfaction: Early results show 83 percent overall satisfaction, which is 8 percent above the regulatory threshold set by CHIA NSW.
Positive Feedback on Property Condition: 77 percent of Clients reported satisfaction with the condition of their homes.
Repairs and Maintenance: 70 percent satisfaction was recorded in this area, highlighting both progress and room for improvement.
Increased Client Engagement: Our team hosted more than a dozen local events to support survey participation and hear directly from Clients.

Challenges and Learnings

While the overall results of the 2025 Client Survey are encouraging, we recognise that satisfaction in some key areas has declined slightly compared to 2023. One of the most consistent themes in Client feedback was the need for improvement in repairs and maintenance. Although many Clients acknowledged the quality of work delivered, concerns were raised around delays, lack of updates, and inconsistent communication throughout the process.

This feedback has reinforced an important learning for us: the experience of service delivery is shaped not only by the outcome but by the journey. Timely communication, clear expectations, and reliable follow-through are just as critical as the physical repairs themselves. Clients want to feel informed, respected, and reassured that their concerns are being addressed.

In response, we are reviewing our internal systems and processes to improve how we manage and communicate repairs and maintenance. This includes:

• Enhancing our tracking systems to provide more accurate and timely updates
• Strengthening coordination between teams to reduce delays and improve responsiveness
• Introducing more proactive communication touchpoints so Clients are kept informed throughout the process
• Providing additional training to staff on Client-centred service delivery

These insights will guide our service improvements over the coming year and help us build a more consistent and transparent experience for all Clients. We are committed to learning from this feedback and using it to shape better outcomes, not just in repairs and maintenance, but across all areas of our service.

Respect in Action

Respect is one of our core values, and in 2025 we brought it to life through direct engagement with our communities. Our teams hosted morning teas, barbecues, and block meetings across our regions, creating welcoming spaces for Clients to complete their surveys and share their stories. Staff from Housing Access, Repairs and Maintenance, and Client Support were on hand to listen and respond in real time.

In Goulburn, we were joined by members of NSW Fire and Rescue, who visited Clients alongside our team to provide fire safety advice and build stronger community connections. These moments of collaboration reflect the spirit of Argyle Housing, working together to support and empower our residents.

Client Winners

$1,500 Winner – Tanya from Young NSW
$500 Winner – Ashley From Canberra

$100 Regional Offices prizes 

Elizabeth BOWRAL
Robert  GRIFFITH
Abraham GUNGAHLIN
Karen TAHMOOR
Kris QUEANBEYAN
Misty-Rose WAGGA WAGGA
Stacey YOUNG

Future Focus

We will continue to focus on improving the Client experience, particularly in the areas of repairs and maintenance. We will also expand our Client engagement efforts, ensuring that every voice is heard and valued. Respect will remain at the heart of everything we do, guiding our decisions and shaping the way we deliver services.

As part of our commitment to continuous improvement, each department across Argyle Housing will closely review the survey results. This detailed analysis will help teams identify specific areas for growth and develop tailored action plans that respond directly to Client feedback. Whether it is housing access, property services, or Client support, every team will play a role in translating insights into meaningful change.

We are also working closely with CHIA NSW to review the full survey dataset and identify targeted actions that will have the greatest impact across our organisation. This collaborative approach ensures that our strategies are informed, inclusive, and aligned with sector best practice.

Case Study Client Survey

Karen’s Big Win and Bigger Smile 

We recently had the pleasure of sharing some exciting news with one of our long-time Clients Karen who was absolutely delighted to learn she had won our $100 dollar Client Survey prize. Her reaction was full of joy and laughter. With a big smile she said “I have never even won an argument let alone a prize.” It was a moment that truly captured the spirit of celebration and connection.

Karen has been part of the Argyle Housing community for several years and during that time we have had the privilege of supporting her through her housing journey. She lives in one of our properties in the Southern Highlands and is known for her warmth and kindness. Her positive presence has made a lasting impression on her neighbours and our team alike.

Karen spoke about how much she loves her home. She described it as peaceful and safe and said she feels genuinely settled and supported. Her words are a powerful reminder of the importance of secure and affordable housing and how it can provide not just shelter but a sense of belonging and wellbeing.

Winning the survey prize was a bright spot in Karen’s week. She is already planning to treat herself to a new pair of shoes something she has been looking forward to for a while. “It is just nice to feel lucky for once” she said. “Please thank everyone at Argyle Housing for me. You have all been so kind.”

Karen’s story highlights the value of our bi-annual Client Survey. It is more than just a way to gather feedback. It is an opportunity to connect with our Clients to listen to their experiences and to celebrate the people who make our community so special. The insights we gain help us improve our services and ensure we continue to meet the needs of those we support.

We are thrilled that Karen was this year’s prize winner. Her joy and gratitude reflect the heart of what Argyle Housing stands for.

We are here to support people build relationships and create homes where individuals can thrive.

Congratulations again Karen. We are so happy for you.

Karen sharing her smile and certificate with the Argyle Team

A Journey of Resilience and Community

The Story of Rick Khan

Rick Khan’s story is one of strength, creativity, and connection. His journey reflects the values Argyle Housing holds close, supporting individuals to thrive through safe housing, community engagement, and personal empowerment.

Rick’s early experiences with housing in Sydney were difficult. He faced discrimination and harassment tied to his Aboriginal heritage. With the support of his doctor, a counsellor, and a neighbour, Rick applied for housing through Argyle Housing. A young staff member named Caitlin helped guide him through the process. Rick recalls, “They’ve just been brilliant, and ever since, they’ve really looked after me.”

Relocating to the Southern Highlands marked a turning point. Rick found peace and a sense of belonging. He took pride in maintaining his home and enhancing the neighbourhood. His efforts were driven by a desire to create a safe and welcoming environment for others.

Rick’s involvement with the Gundungurra Aboriginal Land Council became a cornerstone of his journey. He worked to preserve cultural heritage and foster unity. His leadership helped shape the council’s vision and strengthened community pride.

Art has always been central to Rick’s life. His work, deeply rooted in his Aboriginal heritage, has been exhibited in New York and across Australia. He earned third place in an Australasian art competition, and his pieces continue to inspire. For Rick, art is a way to connect, to heal, and to share culture.

Despite facing serious health challenges, including a cancer diagnosis, Rick remained resilient. He credits the Genesis Cancer Care team in Campbelltown for treating him with compassion. “They treated you like a real person, not just a patient,” Rick said.

Two years ago, Rick experienced a low point. Support from Anthony King at Community Links and others like Natalie helped him recover. Their encouragement was vital in helping Rick regain his strength and continue his journey.

Rick’s commitment to giving back is unwavering. He became involved with the Gundungurra Aboriginal Centre, using his legal and political expertise to address council issues. He also envisioned a partnership with Argyle Housing to create inclusive community spaces. Collaborating with groups like Murra Mia, Rick supported housing initiatives for First Nations people.

Looking ahead, Rick dreams of establishing a Centre for Excellence in the Southern Highlands. Inspired by Kimberwali in Sydney, this centre would teach children about both Indigenous and non-Indigenous cultures, fostering understanding and pride.
Rick’s gratitude for the support he received is reflected in his art. He gifted a painting titled Bundjalung to Argyle Housing. Featuring geckos, the piece symbolises lifelong support and protection. Rick presented the artwork to his Client Support Specialist, Nicole, as a tribute to Argyle Housing and to honour former CEO Wendy Middleton’s kindness and dedication.

“This piece is a token of appreciation and a tribute to Wendy,” Rick said. The painting now hangs in the Bowral Argyle Housing Front Office, serving as a symbol of unity and the enduring impact of Wendy’s legacy.

Rick’s journey continues to inspire. His story is a reminder of the power of community, the importance of cultural connection, and the role safe housing plays in helping individuals thrive. Argyle Housing is proud to have walked alongside Rick and looks forward to supporting many more journeys like his.

Emma’s Journey to Independence

Throughout her time in the program, Emma faced a range of challenges. Despite this, she remained engaged, proactive and optimistic. Her property was always well cared for and her rental ledger remained flawless, reflecting her reliability and commitment. 

Although Emma had proven herself to be a responsible tenant, she encountered barriers when trying to enter the private rental market. Recognising her potential and the progress she had made, our team stepped in to advocate on her behalf. We reached out to a trusted real estate agent, shared Emma’s story and arranged a same-day viewing for a suitable property. 

We are proud to share that Emma’s application was successful. She has now secured a 12-month lease in a private rental and is thriving in her new home. 

Emma’s journey is a powerful example of what can be achieved with the right support and determination. It has been a privilege to witness her growth and resilience. We wish her every success in the next chapter of her life and are confident she has a bright future ahead. 

Congratulations Emma.