PROVIDE QUALITY HOMES AND SERVICES
SUPPORTING OUR RESIDENTS WESTERN SYDNEY HEAT AND SOCIAL HOUSING PROJECT
CLIENT SERVICE STRATEGY
Many Evolve Housing properties are located in
In late 2020, we finalised our Client Service Strategy,
western Sydney, an area that reaches scorchingly high
which formalises our commitment to continuous self-
temperatures in the summer, and so we were proud
improvement through implementing a suite of programs
to participate in the Western Sydney Heat and Social
focused on improving client service outcomes.
Housing Project. The strategy sets out the framework of standards and This project, which was launched in January 2021, is
principles our clients can expect from our organisation.
designed to improve tenants’ resilience to extreme
It also documents the key performance indicators that
heat by educating them on ways to cool down their
are used to track our progress and outlines specific
home and manage their health during heat waves.
client service initiatives that will be implemented in the future.
It is a collaboration between community housing providers Link Wentworth Housing, Hume Housing and
It incorporates a communications plan to help us
Evolve Housing (and their residents), and Penrith and
promote the Strategy to our clients. This plan has been
Hawkesbury Councils.
implemented, with our Service Standards published on our website and on posters in our offices, so that
Research shows that Australian summers are getting
clients are aware of the standards and know how to
hotter, making heat resilience an increasingly important
make a complaint if they are not met.
issue, especially for many community housing tenants who may not be able to afford air conditioning.
To view the Client Service Strategy, please visit our website at www.evolvehousing.com.au.
As part of the project, resources were developed with the help of tenants, including fact sheets, posters, social media assets and entertaining videos. They focus on cost-effective ways to keep cool, and the project was launched at an official event on Friday 22 January in Penrith. This project was funded by the NSW Department of Planning, Industry and Environment’s Increasing Resilience to Climate Change program.
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