ASSETS REPORT

REPORT FROM THE CEO YEAR IN REVIEW

Assets Report

The last 12 months has seen considerable change in Assets. We feel we have laid the foundations, which will see the Assets team cope with the future growth expected from the new development program, as well as the challenges placed upon it by some of the requirements of the 20-year leases, with the NSW Land & Housing Corporation (LAHC) and the new Asset Management Framework. We have contributed to a more collaborative relationship between Tenancy and Assets and we know the new staff will continue to drive cooperation and collaboration over the coming year. With clear processes and procedures andgoals, the Assets team are now on a path of driving improved customer service, improved quality and responsiveness. Other achievements over the last 12 months includes:

A Restructure of the asset team enabling a focus on contractor performance and compliance A Introduction of an outsourced call centre providing tenants with a 24/7 facility to report maintenance issues

A Contractor compliance framework A Introduction of new schedule of rates

A Increased contractor pool to provide additional resources as both a contingency measure and to improve competitive tension A Improved vacancy maintenance standard to provide an improved product for new tenants A Tenant satisfaction survey saw an improvement in customer satisfaction for maintenance improved by 9% to 84%. A Policy and procedure review for Assets. I want to thank NCCH for the opportunity and for welcoming me into the team. It’s been a time not without its challenges, the most obvious being COVID but implementing necessary, but difficult, change is always challenging. The Asset division is well placed to effectively manage the future growth NCCH will deliver on over the next two years and we are confident this can be achieved within existing resources.

It has been an absolute pleasure to work with all the staff at NCCH. Their passion and ability to find solutions to difficult housing problems on a daily basis are something they should all be proud of. I see the commitment to the company values in them all, every day. I would also like to specifically thank the Executive Team and Directors for their support over my short tenure and I wish them every success moving forward.

Simon Richards – Asset Manager

Simon Richards

“I’m off to get myself a comfy work chair and some art supplies for my course with the scholarship money today!

Please find attached a Thank You card that I made using some of the skills I have learnt so far in my course.

Kindest regards and THANK YOU so much!”

NCCH Scholarship Recipient, Indigo