| QUALITY TENANT SERVICE
AHV is a competent tenancy and property management business acting on behalf of the Indigenous community of Victoria to manage and eventually own the ARHP in partnership with the DOH.
AHV performs tenancy management activities within the framework of the Residential Tenancies Act, subject to the policies of AHV, and as specified in the Service Agreement.
The responsibility of AHV is to:
- provide direct liaison with clients,
- approval of clients to Aboriginal housing waiting list,
- making formal offers for properties,
- signing tenancy agreements,
- managing proceedings through Victorian Civil Administrative Tribunal (VCAT),
- provide personal and regular client assistance in the form of information, home visits and early intervention,
- advocate the needs of Indigenous clients and negotiate additional supports across other service providers,
- competently manage capital and maintenance expenditure priorities, and
- Comply with all legal and regulatory frameworks, commit to all obligations under the Service Agreement and participate in regular monitoring of ARHP performance indicators.
WHAT WE DO TO UNDERSTAND OUR TENANTS NEEDS
To actively seek the participation of tenants in decisions about their tenancy and the management of the organisation, Aboriginal Housing Victoria is committed to ensuring that tenants and applicants of the VARHP have every opportunity to participate and provide feedback on the activities of the organisation that may impact on them.
AHV also commits to seeking regular feedback on how well the services of the organisation meet the needs of the clients.
As AHV moves from an advisory role to tenancy management, the organisation is committed to ensuring that tenants are informed of such changes and assured that they will not be disadvantaged in the transition. This process has taken place by a variety of means including, but not limited to, tenant newsletters, tenant letters, forums, telephone contact and Board Director and Member advice.
The organisation commits to ongoing communication with tenants and provide opportunities to participate in the decision-making by:-
- Representative Committee Members provide a direct conduit that acts on behalf of the community that elected them to represent their needs;
- Community Forums are held in the regions at least bi-annually and provide an opportunity for tenants and applicants to raise concerns about their tenancies/applications and to provide advice and direction or seek information on transitional activities;
- Tenants surveys are being introduced at post sign up, upon complaint received, after maintenance, post disability modifications, post vacating a property and generally at reception; and
- At the Annual General Meetings of AHV, all tenants are invited to attend to put issues to the Board in writing.
These processes provide opportunities for further community support to the Board and it’s activities and develop a forum for real community engagement and feedback.
HOW WE WILL MEET OUR TENANTS NEEDS IN FUTURE
AHV’s tenancy management is client focused. The primary goals are to sustain tenancies and manage the needs of the community whilst working within a financially viable model.
To achieve this it is acknowledged that tenants and clients of AHV have changing requirements. For that reason, the organisation needs to continue to address these needs in a fair and flexible manner that is within the capacity of the organisation.
The implementation of the new IT software solution will assist in the comprehensive collection of data that will be used to inform the Board of the requirements of the clients of the program.
Asset planning will be the critical component and the correct mix of housing supply that matches the demand will ensure that the program continues to meet its clients needs.
ENHANCED CUSTOMER SERVICES
AHV has created three Customer Service Officer (CSO) positions. The CSOs are based at North Fitzroy and employed to respond to all queries related to tenancy matters, rent and subsidy payments, waiting list management, maintenance or general enquiries. Aboriginal Housing Officers are then freed up to conduct the business of meeting tenants face to face where requested, and home visits or sign ups.
AHV encourages everyone to contact the CSOs with all queries.
Country callers can also call AHV for the cost of a local call on 1300 724 882.
SENIOR ABORIGINAL HOUSING OFFICERS
Two Senior AHO roles have been created and are filled by Tracey Winmar & Steven James. Their primary responsibility is to provide support to all other AHOs in developing their skill level to that of a fully competent AHO. Support is a key factor leading to successful tenancy management and particularly arrears recovery. The Senior AHOs will also concentrate on developing their skill levels to reflect the expertise expected within management positions. Overall this is an ideal mechanism for developing AHOs skill level incorporating succession planning. | 
