How We Performed | Key Performance Measures

CEHL is a Registered Housing Association (RHA). As a Registered Housing Association, CEHL must comply with performance standards established under the Housing Act 1983 (Vic) and administered by the Victorian Housing Registrar. These standards have been established to protect housing assets and ensure quality services to CEHL renters (including co op members). They represent the standard of operation required of an RHA.

CEHL submits an annual report of performance against the standards to the Victorian Housing Registrar. For the year in review, most standards were met but there is more work to be done to meet the performance standard required for renter satisfaction and vacancy management. Specifically, we have introduced a range of initiatives to improve how we listen and respond to our renters and co op members, reduce the time taken to tenant vacant properties and improve our response to the maintenance of properties. An improved result is expected to be reflected in the 2023 results.

94.1%

98.2%

93% Urgent repair requests completed within 24 hours

86.5%* Non-urgent repair requests completed within 14 days

93.3% Complaints responded to within 30 days