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Legislative Assembly for the ACT: 2021 Week 04 Hansard (Wednesday, 21 April 2021) . . Page.. 976 ..

When Programmed is notified of a repair that needs to be done, the works are assigned a priority category which is an appropriate time frame for the different kinds of works to be carried out. Depending on the nature, this would be as little as four hours or as long as 20 calendar days. If the repair is more complex and an investigation is required, this will be arranged to scope the required works to repair and the time frame for them to be undertaken. Programmed works closely with tenants to ensure appointments are as convenient as possible and the repairs are undertaken as soon as possible.

The ACT government sets the bar very high for the performance of the total facilities manager, Programmed. The 70 or so subcontractors who employ 350-plus local Canberrans that deliver maintenance to our tenants have time frame targets for certain jobs. For example, if it is an emergency or an urgent repair, it needs to be done within four hours. I acknowledge and thank Mr Parton for noticing that the contract has very high expectations of Programmed. Housing ACT makes sure that is enforced. Part of that enforcement is ensuring that tenants are treated with respect by both Programmed and Housing ACT.

An important recognition within the total facilities management contract is that social inclusion has been a priority for the ACT government and it encourages participation across specific cohorts of the ACT community. This includes Aboriginal and Torres Strait Islander people, people from culturally and linguistically diverse backgrounds, people with a disability, young persons and Housing ACT tenants.

As at 30 June 2020, 305 people from these cohort groups have been employed under the contract with Programmed, which is 22 per cent above the target of 250. Programmed have also undertaken a number of social inclusion activities during 2019-20, which includes the youth interchange program, Kippax Trade Start training and the family connection program, which has provided more skills and outreach to specific groups within our community.

Housing ACT has committed to providing a quality service for its tenants and works closely with Programmed. The number of Programmed-managed first-level complaints that related to maintenance in the 2019-20 financial year was 666, representing less than one per cent of the total work orders that were completed in this time frame. Housing ACT received 104 second-level complaints regarding maintenance in the same period. Whilst the complaints are handled individually, they are also used as forms of feedback to improve outcomes for tenants.

Mr Assistant Speaker, I accept that there are a lot of numbers here and we are talking about human beings. When I get correspondence from MLAs in this place, I am able to dig deeper within that data and understand from Housing ACT the individual needs of that tenant and make sure that those tenant’s needs are being met. It is not a matter of just a tick and flick for me. I listen to the stories and the experiences of tenants to make sure that Programmed are providing those services as appropriately required under the contract and that Housing ACT are investing in making sure that Housing ACT workers are being the social landlords that we aspire them all to be as well.

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