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Legislative Assembly for the ACT: 2003 Week 6 Hansard (19 June) . . Page.. 2204..


(3) What is the longest length of time any one tenant on that list has been waiting for their request to be taken up;

(4) What is the shortest length of time any one tenant on that list has been waiting for their request to be taken up;

(5) What mechanism, if any, does ACT Housing have to determine how quickly a maintenance request should be (a) seen to and (b) fixed;

(6) What is the average length of time for a tenant to have their maintenance request (a) seen to and (b) fixed.

Mr Wood

: The answer to the member's question is as follows:

(1) ACT Housing tenants ring 62071500 for responsive repairs and they are handled through 24 hour call centres operated by the two Total Facility Managers (TFMs), Resolve FM and Transfield Services. Other works are determined by ACT Housing and the TFMs through condition assessment audits and customer service visits. Since 2001 each tenant has been given a copy of a Tenants' Guide to Repairs and Maintenance. Approximately 45-50,000 works orders are raised for responsive repairs annually. Around a further 15,000 orders are raised for other works. In 2002-03 over 80% of properties have had works raised.

(2) Everything from blocked toilets and electrical faults to requests for upgrades of kitchens and bathrooms. The most common codes for responsive repairs are for electrical, painting, plumbing, carpentry, floor coverings, fencing, cleaning, gas fitting/services, locksmiths, ceramic tilers and glazers.

(3) Responsive repairs have to be addressed within 4 hours for urgent works; a week for priority works; and a month for normal works. Other non-urgent works are programmed and carried out as part of larger packages;

(4) Please see (3) above.

(5) The contracts with Resolve FM and Transfield, the two TFMs, specify the response times for all responsive repairs.

(6) This information is not readily available from ACT Housing's information system Homenet. However recent audits indicate that the majority of responsive works orders are completed consistent with the contractual timeframes.

Hepatitis C HepLine

(Question No 681)

Mrs Burke

asked the Minister for Health, upon notice:

In relation to the Hepatitis C Help-line:

(1) How many phone calls did the Hepatitis C Help-line receive in its first month of operation;


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