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Transcript of Brett Jorgensen - Defence Housing Australia - Building a dynamic housing model for a mobile...
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Building a dynamic housing model for a mobile workforce Brett Jorgensen, General Manager, Property and Tenancy Services
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Outline
• About DHA • DHA model • Role of Property and Tenancy Services • Timeline
• Housing allocation • Property and Tenancy • Contractors • Investors
• Innovation and technology
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About DHA
• Provide housing and related services to Defence members and their families
• Shareholder Ministers • Minister for Defence • Minister for Finance and Deregulation
• DHA is a GBE • DHA pays taxes and dividends • 2012-13 revenues exceeded $1 billion • Managed property portfolio valued at $10 billion
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1,000 properties
1,000 properties
Additions Handed back or sold
Property and Tenancy Services
• Allocate houses and single member on-base accommodation
• Administer Rent Allowance • Property management • Maintenance • Tenancy management • Investor lease – extensive DHA
Property Care services
Property and Tenancy Services 18,500 properties
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• 18,500 properties • 15,500 members housed • 12,500 properties owned by
DHA investors under lease • Tenants relocate average
every 2-3 years • 7,000 change of tenancies
per year
Overview - Property and Tenancy Services
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Maintenance Contact Centre
PROPERTY & TENANCY NETWORK
Regional Housing Specialist
LIA Contact Centre
Regional Offices
Contractor Panel
NATIONAL HOUSING NETWORK
Housing Contact Centre
Property Managers
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Pre application for relocation Vacancy
Property listed via Online Services
Property future vacancy
Pre vacation inspection
Ready house process
Welcome visit Maintenance
Posting order
Property investment program
(sale and leaseback)
Property Manager mobile device
Residential Maintenance Services Contractor mobile smart app
Investor
New tenant lockdowns property
Defence tenant posting order
Periodic inspection
Maintenance
The Defence family experience
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Technology
Housing
Contractor
Repairs and Maintenance
Investor Tenancy
Property Manager
Device
Online Services
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Pre application for relocation Vacancy
Property listed via Online Services
Property future vacancy
Pre vacation inspection
Ready house process
Welcome visit Maintenance
Posting order
Property investment program
(sale and leaseback)
Property Manager mobile device
Residential Maintenance Services Contractor mobile smart app
Investor
New tenant lockdowns property
Defence tenant posting order
Periodic inspection
Maintenance
Housing allocation
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• Defence members housed within their entitlement: 1. In their own home 2. In a Service Residence 3. In the private rental
market via Rent Allowance
4. In on-base rooms/DHA MCA units or Rent Allowance (for single members)
Housing allocation – a year on year event
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Housing allocation – a new service delivery model
• Two new Housing Contact Centres
• Regional Housing Specialist in regional offices
• LIA Booking and Allocation Services Contact Centre
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Innovation and technology – Housing allocation
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Pre application for relocation Vacancy
Property listed via Online Services
Property future vacancy
Pre vacation inspection
Ready house process
Welcome visit Maintenance
Posting order
Property investment program
(sale and leaseback)
Property Manager mobile device
Residential Maintenance Services Contractor mobile smart app
Investor
New tenant lockdowns property
Defence tenant posting order
Periodic inspection
Maintenance
Property and Tenancy
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Property and Tenancy – a snapshot
• Over 130 staff across 19 locations
• 50,000 property inspections
• Between 90-95% customer service satisfaction
• 7,000 properties per year prepared for a new tenant
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Innovation and technology - Property and Tenancy
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Tenants – a snapshot
• Communication via SMS, email and Online Services
• Mobile technology • Delegation of access
to Online Services
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Innovation and technology - Tenants
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Innovation and technology - Tenants
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Pre application for relocation Vacancy
Property listed via Online Services
Property future vacancy
Pre vacation inspection
Ready house process
Welcome visit Maintenance
Posting order
Property investment program
(sale and leaseback)
Property Manager mobile device
Residential Maintenance Services Contractor mobile smart app
Investor
New tenant lockdowns property
Defence tenant posting order
Periodic inspection
Maintenance
Contractors
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Contractors – a snapshot
• Maintenance Contact Centre 120,000 calls per year • 24/7 emergency maintenance • 90% of emergency maintenance completed in 24 hours • More than 80% of routine maintenance items
completed in 14 days or less • 95% satisfaction rate with completed maintenance
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RMS Tender releases
Trade Group 1 (RFT completed and implemented 1 July 2014)
Asbestos Gu.er Cleaning Sprinkler Services
Blind Cleaning Landscaping Services Tree Surgery
Floor Cleaning Pain?ng Waterproofing
Floor Covering Property Cleaning Window Furnishings
Grounds Maintenance Smoke Alarm Maintenance
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RMS Tender releases
Trade Group 2 (anticipated release January 2015 via AusTender)
Air-‐condi?oning Electrical Plumbing Roof
Alarm Security Gas Hea?ng Specialist Plumbing Sanitary
Appliance Electrical Hot Water Service Pool Maintenance
Appliance Gas Plumbing Gas TV Antennas
Please note: these are subject to change without no4ce
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Trade Group 3 (anticipated release January 2016)
Please note: these are subject to change without no4ce
Cabinet Maker Garage Doors Screens
Carpentry Glazing Tiling Ceramic
Builder Carpenter Locksmith Roof Tiling
Fencing Pest Control
RMS Tender releases
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Innovation and technology - Contractors
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Pre application for relocation Vacancy
Property listed via Online Services
Property future vacancy
Pre vacation inspection
Ready house process
Welcome visit Maintenance
Posting order
Property investment program
(sale and leaseback)
Property Manager mobile device
Residential Maintenance Services Contractor mobile smart app
Investor
New tenant lockdowns property
Defence tenant posting order
Periodic inspection
Maintenance
Investors
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Investors – a snapshot
• More than 12,500 DHA investors • Property management services include:
• Regular inspections • All maintenance • Bill paying service • Rent paid monthly including when vacant • Annual rent valuation
• Online Services • 96% investors are satisfied with the services provided
by DHA
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Innovation and technology - Investors
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Innovation and technology
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• High quality Property and Tenancy Services
• Focus on delivery through technology
• Innovation that maximises the benefits for all stakeholders
Final thoughts
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Any ques?ons?