Page 1771 - Week 06 - Thursday, 3 June 2021

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carried out. Depending on the nature of the issue, this could be in as little as 4 hours, or as long as 20 calendar days. If the repair is more complex, an inspection will be arranged to scope the required works prior to them being undertaken. Programmed works closely with tenant to ensure appointments are as convenient as possible and the repairs are undertaken as soon as possible.

(22) The new Total Facilities Management Contract began on 1 November 2018. In 2018-19, 388 complaints were received by both Total Facilities Management providers regarding maintenance and 167 complaints were received by Housing ACT regarding maintenance. In 2019-20, 666 complaints were received by Programmed regarding maintenance and 104 complaints were received by Housing ACT regarding maintenance. 553 complaints have been received by Programmed in the 2020-2021 so far and 62 second level maintenance related complaints have been received by Housing ACT this year so far.

(23) Housing ACT seeks to resolve all tenant complaints in accordance with the Community Service Directorate’s Complaints Handling and Management Policy (CHaMP). Complaints may be made by telephone, email, in person or in writing.

All complaints, other than anonymous complaints, are acknowledged in writing within 24 hours advising the complainant of the registered number of their complaint and the officer responsible for handling the complaint.

Complaints relating to Housing ACT or staff matters are raised for investigation by the relevant Housing ACT business units.

Maintenance complaints made by tenants are forwarded to Programmed Facilities Management, Housing ACT’s total facilities manager, for necessary action. If tenants are not satisfied with the response provided by Programmed the complaint can be escalated to Housing ACT’s Contracts and Business Operations Team for further investigation as a second level complaint.

Housing ACT provides a written response to all complaints advising the outcome of the investigation and any action taken. This response also provides information about escalation pathways available to the complainant if they are dissatisfied with the response.

Housing ACT seeks to provide complainants with a response to all complaints within 14 – 28 days, consistent with CSD CHaMP.

(24) The Tenants’ Consultative Group (TCG) is Housing ACT’s primary mechanism for consulting with public housing tenants. The TCG is made up of public housing tenants and Housing ACT staff. It meets regularly to discuss Housing ACT policies and solutions that lead to improved services. When tenants provide feedback on Housing ACT’s service delivery, this information is provided to the relevant business unit for consideration. TCG members receive updates on changes that have been implemented following their feedback. Members are encouraged to provide feedback directly to their Housing Managers for matters that relate to specific tenancies.

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