Client service management

The department is committed to enhancing service delivery arrangements to meet the changing needs of its clients, expanding service delivery channels and implementing whole-of-Government support mechanisms to deliver services for clients with complex needs.

Providing direct service delivery to clients across the State

The department continued to build on its past performance to improve services for clients and support the realisation of one social housing system. In 2007-08, the following client service management initiatives were implemented:

• the existing Income Confirmation Service was expanded by introducing income confirmation online. This system enables the department to request, in agreement with clients, their income and asset statement via the Centrelink website in order to complete a rent assessment. Over 48,000 government-managed social rental housing household members are now participating in the Income Confirmation Service,
• continued to work with the Department of Child Safety to ensure effective communication regarding the provision of housing services to children in need of protection. Processes were also developed for staff to respond to referrals from the Department of Child Safety and for investigation in determining appropriate housing assistance for children and their carers that focuses on the needs of the child,
• the department's new Complaints Management System was introduced in November 2007 to enable timely, efficient and responsive resolution of client matters. This new system ensures clients have relevant information about the department's feedback processes, increased support and easy access to interact with the department.

Enhancing service delivery arrangements and channels to meet the changing needs of our client base

Clients expect to access services through a range of convenient methods at times and locations of their choice. New and emerging technologies are facilitating such opportunities and the department is actively pursuing opportunities to increase service delivery options.

In 2007-08, the department:

• progressed the development of a pilot Rural Housing Service Centre to act as a single point of entry to the social housing system, which will allow people with a housing need in rural areas to access a local 'one stop shop' for social housing assistance,
• continued to work with Smart Service Queensland, as the primary vehicle for the transformation of service delivery, to make Queensland Government services more accessible, efficient and convenient to the Queensland public and to reduce the cost of the delivery of services via a range of integrated channels, and
• established a Service Delivery Reform Unit to develop the department's service delivery strategy in the short, medium and long-term.

Implementing whole-of-Government support mechanisms to deliver services for clients with complex needs

As at 30 June 2008, the department was supporting over 85,800 households, with more than 85,300 of these receiving ongoing assistance. An increasing number of people seeking housing assistance from the department are recognised as having complex needs as a result of having both a low income and other personal circumstances that inhibit their ability to enter, or sustain residence in, the private rental or home ownership markets.

The department is working with other Queensland Government agencies to provide cross-agency solutions for mutual clients with complex needs. In 2007-08:

• the Housing with Shared Support policy framework was finalised with Disability Services Queensland to ensure a responsive and collaborative solution is achieved to support mutual clients of both agencies,
• the department continued to work with Disability Services Queensland and Queensland Health to support clients exiting the Princess Alexandra Hospital Spinal Injuries Unit wishing to return to their home or other long-term accommodation. Under the initiative, clients are assisted with essential home modifications or coordinated housing and support to enable them to move towards greater independence, self-reliance and re-integration into their communities,
• under the Mental Health Housing with Support Strategy, the department worked with Queensland Health and Disability Services Queensland to respond to people with mental illness and psychiatric disability who require both housing and support to live successfully in the community,
• under the Drug Court Residential program, the department worked with the Department of Communities and Department of Justice and Attorney-General to divert people on drug-related charges from custodial sentences into rehabilitation residential treatment programs. This program is part of a comprehensive, whole-of-Government approach to reduce illicit drug use and break the cycle of drug addiction and crime, and
• the department collaborated with the Departments of Communities and Child Safety to pilot the Queensland Indigenous Alcohol Diversion Program that aims to divert Indigenous defendants in treatment and case management programs from the criminal justice system.

Measuring our performance

The department measures the levels of client satisfaction with their treatment by staff through the biennial National Social Housing Surveys. The last surveys were conducted in 2007.

Percentage of social housing tenants satisfied with their treatment by staff	2005	2007
Aboriginal and Torres Strait Islander Housing	79%	84%
Public Housing	78%	79%
Community Housing *	84%	78%

Source: National Social Housing Surveys.

^* Community Housing results are not comparable with results for previous years due to a new survey methodology adopted.

The Queensland Freedom of Information Act 1992 enables members of the community to access copies of departmental policy documents. A summary of Freedom of Information requests is detailed below.

Freedom of Information applications	2005–06	2006–07	2007–08
Number of applications	45	59	64
Number of internal reviews	8	5	4
Number of external reviews	2	2	1
Number of applications withdrawn	2	2	8

Clients are able to appeal departmental decisions about housing services provided through the Appeals and Review unit. Application for appeal must be made in writing within 28 days of the client becoming aware of the decision, although some appeals can be considered outside this timeframe. A summary of recent appeals is outlined below.

Reviewable decisions and administrative appeals by clients

Part six of the Housing Act 2003	2005–06	2006–07	2007–08
Number of decisions overturned or amended	54 (44%)	53 (43%)	63 (32%)
Number of decisions upheld	59 (48%)	66 (53%)	88 (45%)
Number of applications pending	10 (8%)	5 (45%)	44 (23%)
Total	123	124	195

 

Administrative appeals	2005–06	2006–07	2007–08
Number of decisions overturned or amended	86 (25%)	118 (38%)	99 (27%)
Number of decisions upheld	244 (72%)	180 (58%)	203 (54%)
Number of applications pending	10 (3%)	10 (3%)	72 (19%)
Total	340	308	374

Specific client groups

People with a disability

The department delivers a range of services to address housing needs of people with a disability which remove or reduce the impact of social, physical or organisational barriers, ensuring they have the same opportunity as other individuals to participate in their communities.

Enabling people with a disability to access housing assistance and make choices that better meet their needs may lead to greater employment opportunities and increased participation in social and educational activities. This may also foster independence and increase the capacity and opportunity for people with a disability to pursue their goals.

In 2007-08, the department:

• completed construction of 134 dwellings and commenced the construction of 138 dwellings that meet Australian standards for adaptability and are fully wheelchair accessible to provide accommodation to meet the needs of people with a diverse range of disabilities,
• assisted 34 clients with severe to moderate mental illness to undertake tenancy agreements and purchased 39 dwellings at a cost of $11.3 million under the Mental Health with Housing Support Strategy,
• housed 14 people in social rental housing, completed 17 dwelling modifications, completed the construction of 24 units of accommodation, at a cost of $14.6 million, for people with a spinal cord injury who were ready to leave the Spinal Cord Injuries Unit at the Princess Alexandra Hospital. This enables those assisted to move towards greater independence, self-reliance and re-integration into their own communities,
• assisted 60,910 households through Home Assist Secure services with free information and referral relating to home maintenance, repairs, modifications and home security, at a cost of $14.3 million. Subsidised assistance with minor home maintenance, repairs, modifications and security is also available for eligible clients who are in receipt of an Australian Government pension or benefit, and are unable to make use of alternative assistance,
• completed 969 modifications to homes under the Home and Community Care Home Modification Service to prevent premature entry into a hostel, nursing home or similar institution, at a cost of $5.5 million. This service provides information, assessment, project management and/or financial assistance with home modifications, and
• commenced an awareness campaign for the Home Access trial in Brisbane which provides financial assistance to people in the private housing market to adapt their home to meet their specific needs and better targeted information for home owners, renters and real estate agents.

The department assisted more than 25,000 households with a disability in 2007-08.

Proportion of households assisted with a disability	2005–06		2006–07		2007–08
	No.	%	No.	%	No.	%
Aboriginal and Torres Strait Islander Housing Rental Program	660	21.8	642	20.5	690	21.4
Public Rental Housing	20,917	39.4	21,223	39.7	22,293	41.3
Long Term Community Housing Program	n/a	-	455	22.6	556	23.0
Community-managed Housing—Studio Units	301	46.5	381	48.1	494	54.9
Community Rent Scheme	842	29.0	923	31.0	894	31.0
Brisbane Housing Company	165	39.5	159	32.4	159	10.4

Indigenous people

The department acknowledges Aboriginal and Torres Strait Islander people as the first people of Queensland and of the Torres Strait Islands, with unique cultural and spiritual relationships to the land and seas.

The department values and respects the diverse cultures among Aboriginal and Torres Strait Islander people of Queensland and further recognises that Aboriginal and Torres Strait Islander people have a right to access affordable, appropriate, safe, well-designed and appropriately maintained housing.

Many Indigenous Queenslanders face additional barriers to achieving positive housing outcomes. These barriers include higher levels of overcrowding, discrimination and homelessness, a higher proportion of multiple family households and a lower rate of home ownership. Consequently, the department continues to focus on improving housing outcomes for Indigenous people. The department's response to these challenges includes immediate interventions and longer-term strategies.

According to the 2006 Census, there are 146,400 Indigenous people living in Queensland, representing 3.6% of the total population. In terms of total numbers, Queensland has the second largest Indigenous population in Australia, running a close second to New South Wales (148,200). Of all the mainland states, Queensland has the lowest percentage of Indigenous people living in major cities (26%).

One in five Indigenous people in Queensland live on one of 142 communities, 34 of which are Deed-of-Grant-in-Trust communities which house around 22,000 people. The remaining 108 communities housing approximately 3,000 people are located on a variety of land tenure types including reserves, perpetual leases, private land or Aboriginal freehold land. Most of these are small communities with populations of 50 people or less.

In 2007-08, the department assisted more than 18,100 Indigenous households with social housing.

Proportion of Indigenous households assisted	2005–06		2006–07		2007–08
	No.	%	No.	%	No.	%
Aboriginal and Torres Strait Islander Housing Community Program *	230	100	4,157	100	4,092	100
Aboriginal and Torres Strait Islander Housing Rental Program	3,022	100	3,134	100	3,228	100
Public Rental Housing	3,451	6.5	3,873	7.2	4,140	7.7
Long Term Community Housing Program	n/a	-	238	11.8	237	9.8
Community-managed Housing—Studio Units	47	7.7	51	6.4	54	6.0
Community Rent Scheme	552	18.2	573	19.2	715	24.8
Brisbane Housing Company	27	3.8	35	2.9	41	2.7
Bond loans #	5,884	12.8	6,420	14.0	5,389	12.5
Rental grants #	228	21.5	248	22.2	207	17.0

^* The department calculates the total number of households assisted as the number of households occupying Aboriginal and Torres Strait Islander Housing Community Program rental units at 30 June. The number of rental units recorded under the Aboriginal and Torres Strait Islander Housing Community Program decreased as a result of the rectification of inconsistent data. The data was verified following information collected in the Property Conditions Audit and Tenant Survey. In addition, there is limited availability of suitable contractors in remote locations, which results in delays in construction.

^# Bond loans and rental grants are demand-driven and fluctuation is evident in historical results.

The Department of Housing introduced the Housing Improvement Program in 2006 to increase the supply and improve the standard of housing within Queensland's 34 Indigenous communities.

As part of that program, in 2007-08 the department developed Housing Improvement Plans for all 34 communities. The plans are housing asset and tenancy planning documents that form a key part of the overall Housing Improvement Program, supported by:

• a new performance management framework,
• over-arching tenancy management guidelines which Indigenous councils must comply with under the terms of their agreement with the Department of Housing,
• a Strategic Asset Management Plan, and
• supporting information and managerial decision-making tools.

Within each Housing Improvement Plan, there is a set of agreed strategies and actions which relate specifically to areas requiring improvement for each individual Indigenous council.

Some of the outcomes the department has achieved in Indigenous communities in 2007-08 are:

• expended $76.8 million through the Housing Improvement Program to:
  • complete construction of 24 dwellings commenced in 2007-08 or previous years, replace 32 dwellings and perform 272 upgrades to dwellings,
  • commence construction of 69 dwellings, eight factory-built dwellings, eight replacement dwellings and begin upgrade work on 158 dwellings,
  • purchase 46 dwellings through the Off-Community Investment program to provide residents of Palm Island, Yarrabah, Cherbourg and Mona Mona with more options to access services and employment opportunities,
  • maintain approximately 4,092 dwellings, and
  • support Indigenous councils by providing advice, tools and training in asset and tenancy management
• implemented design and construction standards for remote Indigenous housing to ensure housing in the remote communities is of a comparable standard to other forms of social housing.

In 2007-08, the department continued tenancy management services in four communities covering approximately 400 rental units. Collection rates in the four communities increased, resulting in a subsequent 20% increase of monthly rental payments collected over the past 12 months. The department has signed an agreement with an additional council to commence tenancy management services, covering approximately 180 rental units.

Another initiative underway in Indigenous communities is the Fixing Houses for Better Health program which is being delivered in Queensland under an agreement with the Australian Government. In 2007-08, through this initiative:

• health and safety repairs were undertaken in 318 dwellings at Kowanyama and Pormpuraaw,
• the first round of dwelling surveys were completed resulting in 734 items being fixed immediately by Survey Teams and 5,748 high priority work orders being issued and completed for electrical, plumbing, health hardware repairs and gas works, and
• the second round of surveys were completed in Pormpuraaw in June and Kowanyama will commence in September 2008.

One of the benefits of the Fixing Houses for Better Health program is how it complements repair activities undertaken through the Housing Improvement Program's responsive maintenance, planned maintenance and upgrade program.

Also in 2007-08, the department commenced the Healthy Indigenous Housing initiative to improve housing outcomes for people living in social housing on Indigenous communities by improving:

• tenant awareness of maintenance issues and use of the department's Call Centre,
• Indigenous council housing officers' understanding of the Residential Tenancies Act 1994 and the Housing Improvement Program, and
• housing planning and management by councils.

Under the Community Renewal program, the department approved 16 projects targeted towards Aboriginal and Torres Strait Islander people. Examples of projects funded in 2007-08 are:

• the Youth Empowered Towards Independence Indigenous Outreach program that will employ a male and female part-time Indigenous support worker over two years to engage with Indigenous youth residing in Cairns West and link them to a range of support services. The project will also engage with families and Indigenous organisations to increase their awareness and participation in support services for at risk youth,
• the Supporting Schools Response to Cultural Needs initiative will support the educational experience of 254 Indigenous students and their families, and enhance cultural awareness and inclusiveness of all 1,280 students attending the three state primary schools in West Townsville. Cultural Liaison Workers will work in these three schools to maximise use of the schools' existing resources, capacities and opportunities. Each school will incorporate design elements into their school space that aim to encourage parents and, in particular, Aboriginal and Torres Strait Islander parents using the area to feel welcome at the school, and
• Great Educational Choices for Kids Online (GECKO) is a direct response to the need to lift the Year 12 retention and completion rates for Indigenous students from the current level of 33%. It will assist in the transition from primary to high school and improve long-term retention rates for at least 80 Indigenous students from Morayfield and Caboolture by ensuring positive experiences in their initial encounters in high school. It will also increase literacy and information technology skills of Indigenous students and enhance student learning and engagement.

Under the Indigenous Workforce Strategic Action Plan 2007-08, the department:

• distributed a resource kit for managers to provide information on a broad range of options for attracting and retaining Aboriginal and Torres Strait Islander employees,
• developed and circulated an Education to Employment brochure to local schools near the department's area offices in regional Queensland. The brochure is a promotional tool to encourage Indigenous students to consider the broad range of career paths available within the Department of Housing, and
• launched the Indigenous Employee Network in October 2007, to provide a mechanism for consultation for Indigenous staff.

The department promoted its services for Aboriginal and Torres Strait Islander people through displays at Brisbane Square on 9 July and Musgrave Park on 13 July. The department also participated in NAIDOC (National Aboriginal and Islander Day Observance Committee) Week events in the Community Renewal areas of Cairns, Townsville, Caboolture, Deception Bay, Inala, Acacia Ridge and Logan. Promotional items were produced for the events, which featured Indigenous artwork and were provided for the department's display at the Laura Festival in Cape York.

Community Renewal produced a colouring-in mural celebrating Aboriginal and Torres Strait cultures for the department's display at the Musgrave Park event, which older children and young people were invited to contribute. The department's display also included an activity station where children were able to do colouring-in and work through the activity books provided in sample bags.

Women

In line with the Women in the Smart State Directions Statement 2003-2008, the department contributes to improving women's ability to achieve economic security through access to a range of social housing assistance.

The following tables show the percentage of social rental housing where the main applicant/tenant was female.

Households headed by a female waiting for long-term social rental housing

Applications on the combined wait list	30 June 2007		30 June 2008
	No.	% total applications	No.	% total applications
Total applications	34,592	100.0	32,519	100.0
Total applications headed by a female	18,696	54.0	17,674	54.3
Indigenous *	2,328	6.7	2,269	7.0
Disability #	5,209	15.1	5,464	16.8
Escaping domestic violence	18	0.1	27	0.1
Single person family	7,953	23.0	7,675	23.6
Single parent family	9,661	27.9	8,970	27.6

Source: SAP.
Measure: Women in the Smart State Direction Statement 2003-2008.

^* Indigenous status is where at least one member self-identifies as being of Aboriginal or Torres Strait Islander origin.

^# Disability status is defined as being households where at least one member is receiving a discrete disability income from Centrelink, plus those on other incomes who identified as having at least one member with a disability, plus those who do not fall into either category but who require/d home modifications and/or specific need housing (priority) because of a disability. Although a household may be included in more than one of these categories, to derive the total number with a disability each rental agreement is counted once only.

Households headed by a female in long-term, Government-managed, social rental housing

Tenancies (based on rental agreements)	30 June 2007		30 June 2008
	No.	% total tenancies	No.	% total tenancies
Total tenancies	52,591	100.0	53,224	100.0
Total tenancies headed by a female	30,382	57.8	29,968	56.3
Indigenous *	4,930	9.4	4,435	8.3
Disability #	9,485	18.0	10,133	19.0
Escaping domestic violence	276	0.5	357	0.7
Single person family	10,239	19.5	10,235	19.2
Single parent family	13,677	26.0	13,725	25.8

Source: SAP.
Measure: Women in the Smart State Direction Statement 2003-2008.

^* Indigenous status is where at least one member self-identifies as being of Aboriginal or Torres Strait Islander origin.

^# Disability status is defined as being households where at least one member is receiving a discrete disability income from Centrelink, plus those on other incomes who identified as having at least one member with a disability, plus those who do not fall into either category but who require/d home modifications and/or specific need housing (priority) because of a disability. Although a household may be included in more than one of these categories, to derive the total number with a disability each rental agreement is counted once only.

Regional and remote

Approximately 1.5 million people or 40% of Queensland's population lives outside major cities. The following table shows the proportion of Queensland social housing which is located in regional and remote areas. A comparison to the other eastern states and Western Australia, given its large geographic area, is also provided. As clearly indicated, Queensland, for each of its major social housing programs, has the highest proportions of social housing dwellings located in regional and remote areas in comparison to the other states and the national average.

Percentage of dwellings by territory/state and region

Program	Aust	QLD	NSW	VIC	WA
Aboriginal and Torres Strait Islander Housing Rental Program
Major cities	33.9%	13.9%	40.5%	37.8%	28.4%
Regional and remote	66.1%	86.1%	59.5%	62.2%	71.6%
Public Rental Housing
Major cities	71.6%	61.6%	81.0%	72.1%	70.7%
Regional and remote	28.4%	38.4%	19.0%	27.9%	29.3%
Community Housing
Major cities	66.6%	44.2%	70.1%	72.5%	66.6%
Regional and remote	33.3%	55.8%	29.9%	27.5%	33.3%

Source: Report on Government Services 2007, Productivity Commission, Canberra, copyright Commonwealth of Australia. Reproduced by permission.

The Department of Housing recognises the important role of housing in maintaining strong and viable regional and remote communities. More than $140 million was invested in housing infrastructure in rural and regional Queensland in 2007-08 which focused on:

• delivering integrated social housing assistance,
• responding to homelessness in identified 'hot spots' across the State,
• addressing critical housing issues through innovative solutions such as relocating dwellings to remote areas of the State,
• providing targeted Indigenous housing where there is a high need and where appropriate housing is unavailable, and
• providing shelters for women and children escaping domestic and family violence.

The following table shows the proportion of housing activities in regional and remote areas:

Percentage in regional and remote areas of Queensland	30 June 2007 %	30 June 2008 %
Total households assisted
Households assisted by Aboriginal and Torres Strait Islander Housing Rental Program	84	84
Households assisted by Aboriginal and Torres Strait Islander Housing Community Program	100	100
Households assisted through Public Rental Housing	30	32
Households assisted with Home Purchase Assistance	27	33
Households assisted with Bond Loans and Rental Grants	40	43
Households assisted with Home Assist Secure services	33	49
Households assisted by the Tenant Advice and Advocacy Service (Queensland)	23	27
Dwellings owned by the department
Aboriginal and Torres Strait Islander Housing Rental Program	85	85
Public Rental Housing	32	32
Community Housing	50	50
Dwellings leased from the private market
Community Housing	44	43
Capital Works (construction completions and purchases)
Aboriginal and Torres Strait Islander Housing Rental Program	80	96
Public Rental Housing	46	60
Community Housing *	75	61
Grant-funding
Aboriginal and Torres Strait Islander Housing Community Program	100	100
Home modification completions through the Home and Community Care	56	61
Community Renewal projects approved #	51	41

* Fluctuations occur between programs, and priorities are reassessed in the capital works program.

^# There was an increase in funding approvals in South-East Queensland to expand the areas' allocated funding. In addition, the Palm Island renewal zone concluded on 27 April 2008 with all funds allocated.

2008-2013

The department will:

• continue to provide a responsive service that meets the diverse needs of clients,
• develop and implement service delivery options that will improve the way housing services are delivered to clients in the future,
• build on internal capability to provide service solutions that improve client outcomes,
• support community providers to deliver quality services to clients,
• participate in coordinated service delivery initiatives to ensure sustainable outcomes for clients, and
• increase the awareness of housing products and services, particularly within Indigenous communities.