CHL Connect Magazine - July 2020

CHL

Connect -ঞom-Ѵ $;m-m| -]- bm; m; ƑƏƑƏ

NEW AFFORDABLE HOUSING PROJECT IN &/81(6 2)),&,$//< 23(16 ă 3*

LATEST CHL UPDATES ON COVID-19

CHL PARTNERS WITH NYAMBA BURU YAWURU IN CULTURAL EXCHANGE

2020 TENANT SURVEY GOES ONLINE

CHL

Connect

EDITORâ&#x20AC;&#x2122;S MESSAGE

p23

Dear Tenants,

Inside this issue 03 Editorâ&#x20AC;&#x2122;s Message

10 VIC News

04 COVID-19

12 SA News

06 CHL Updates

14 TAS News

08 NSW News

16 QLD News

18 National Reconciliation Week 2020 20 CHL Complaints, Appeals and Client Feedback

I hope you and your families are safe and healthy.

21 Comments and Complaints 22 Household Tips 23 Food Corner

Welcome to the latest edition of our National Tenant Magazine â&#x20AC;&#x201C; CHL Connect.

Cover photo credit: "Â&#x2020;; m7;uvom =uol "Â&#x2020;;7;Ń´Ń´; (bvÂ&#x2020;-Ń´ ;7b-

Editor: u;;ŕŚ&#x17E; -]- ;-7 o= ourou-|; ollÂ&#x2020;mb1-ŕŚ&#x17E;omv

Assistance:

u;Â&#x2039;- $oŃ´o- ollÂ&#x2020;mb1-ŕŚ&#x17E;omv oou7bm-|ou

Copyright:

o r-u| o= omm;1| -]-Â&#x152;bm; l-Â&#x2039; 0; u;ruo7Â&#x2020;1;7 Â&#x2030;b|_oÂ&#x2020;| rubou 1omv;m| =uol ollÂ&#x2020;mb|Â&#x2039; oÂ&#x2020;vbm] |7Äş = Â&#x2039;oÂ&#x2020; Â&#x2030;bv_ |o Â&#x2020;v; |_; bm=oul-ŕŚ&#x17E;om Â&#x2030;ub|; |o 1_Ń´1omm;1|Ĺ 1_Ń´Äşou]Äş-Â&#x2020;Äş

Disclaimer:

p12

p06 p10

); |uÂ&#x2039; |o l-h; |_; bm=oul-ŕŚ&#x17E;om ruoÂ&#x2C6;b7;7 bm |_bv l-]-Â&#x152;bm; -v u;Ń´;Â&#x2C6;-m|ġ 1ouu;1| -m7 -11Â&#x2020;u-|; -v rovvb0Ń´; -| |_; ŕŚ&#x17E;l; o= ]obm] |o ru;vvġ 0Â&#x2020;| u;-7;uv v_oÂ&#x2020;Ń´7 v;;h bm7;r;m7;m| -7Â&#x2C6;b1; bm u;Ń´-ŕŚ&#x17E;om |o -mÂ&#x2039; ];m;u-Ń´ 1om|;m| rÂ&#x2020;0Ń´bv_;7Äş -m7 b|v vÂ&#x2020;0vb7b-ub;v 1-mmo| 0; _;Ń´7 u;vromvb0Ń´; =ou -mÂ&#x2039; 1_-m];v -v vol; o= |_; bm=oul-ŕŚ&#x17E;om bv u;ruo7Â&#x2020;1;7 =uol 1u;7b0Ń´; voÂ&#x2020;u1;vÄş

Data Protection:

); |-h; |_; rubÂ&#x2C6;-1Â&#x2039; o= oÂ&#x2020;u |;m-m|v Â&#x2C6;;uÂ&#x2039; v;uboÂ&#x2020;vŃ´Â&#x2039; -m7 v;;h 1omv;m|v o= |_ov; |;m-m|v =;-|Â&#x2020;u;7 bm |_bv rÂ&#x2020;0Ń´b1-ŕŚ&#x17E;om rubou |o rubmŕŚ&#x17E;m] b|Äş u;v;uÂ&#x2C6;;v |_; ub]_| |o Â&#x2020;v; |_; bm=oul-ŕŚ&#x17E;om -m7 bl-];v ;m|;u;7 0Â&#x2039; |_; r-uŕŚ&#x17E;1br-m|v bm -mÂ&#x2039; o= |_; 1olr;ŕŚ&#x17E;ŕŚ&#x17E;omv =ou -mÂ&#x2039; ruoloŕŚ&#x17E;om-Ń´ rÂ&#x2020;urov;vÄş = Â&#x2039;oÂ&#x2020; 7o mo| Â&#x2030;bv_ =ou Â&#x2039;oÂ&#x2020;u vÂ&#x2020;0lbÂ&#x201A;;7 bl-];v |o 0; rÂ&#x2020;0Ń´b1bv;7 |_;m rŃ´;-v; 1om|-1| |_; 1omm;1| |;-l bm Â&#x2030;ubŕŚ&#x17E;m] -| 1_Ń´1omm;1|Ĺ 1_Ń´Äşou]Äş-Â&#x2020;Äş

Circulation:

Â&#x2C6;;u ќġĆ?Ć?Ć? u;-7;uv_brġ bm1Ń´Â&#x2020;7bm] |;m-m|v -m7 v|-@ġ |o];|_;u Â&#x2030;b|_ - Â&#x2030;b7; u-m]; o= r;orŃ´; Â&#x2030;_o _-Â&#x2C6;; 1om|-1| Â&#x2030;b|_ ollÂ&#x2020;mb|Â&#x2039; oÂ&#x2020;vbm] |7Äş

p14

p18 p17

The first half of 2020 has been an extraordinary year for everyone but whilst business was not usual for most, CHL being an â&#x20AC;&#x2DC;essential serviceâ&#x20AC;&#x2122; continued to deliver its services to its customers keeping your safety and that of ours staff at the forefront always.

Like most businesses COVID-19 has presented challenges for CHL, but we are pleased that we have been able to retain our staffing levels and continued to deliver our services to you all during this time.

We have had to find new ways of working with limited face to face contact with our residents. We are doing a lot more welfare checks through phone, SMS, email etc. with our tenants who may be at risk because of greater levels of isolation and loneliness.

You would have also received information on our Annual Tenant Survey by now. We request you to spare some time to complete the survey and provide your feedback so that we can further improve our services to you.

More information on it can be found in this magazine.

As restrictions begin to ease across the country, CHL is working towards returning its staff to the office in a safe manner. We will keep you informed on any relevant updates. You may also visit our website www.chl.org.au to keep informed on matters relevant to your tenancy.

As always, we welcome your ideas and feedback. To get in touch write to us at chlconnect@chl.org.au or connect with us via our social media channels.

Until next edition, we wish you and your families the best of health.

Yours Sincerely, Preeti Daga Head of Corporate Communications

Creative Concept:

m- -ub- |-Ń´ou- ombŃ´Ń´Â&#x2030;Â&#x2030;Â&#x2030;Äş-lo0Äş1olÄş-Â&#x2020; u-r_b1v 1u;-|;7 0Â&#x2039; u;;rbh

03

COVID-19 Since the arrival of COVID-19 onto our shores, the last few months have been far from ordinary. We have witnessed our government, our workplaces and our communities change the way in which they operate, CHL included.

We have learned to embrace a new way of doing things from online learning, catching up with family and friends via video calls and for those who are able to, work from home. By all of us playing our part by following the guidelines to social distance, healthy hygiene practices like washing our hands regularly, coughing into our elbows, we are beginning to see fewer COVID-19 cases detected daily in Australia, indicating that what we are doing is working.

Even though we are seeing a drop in the number of coronavirus cases, the safety of our tenants, customers and employees remains our primary concern.

CHL is committed to continuing to provide services to our tenants and customers. We are already providing many of our services over the phone. To support social distancing, we

have been providing face to face customer service by appointment only. Please contact your local office on 1300 245 368 if you would like to make an appointment.

Now more than ever, your home is vitally important to your health and safety. We urge you to keep paying your rent to ensure that you sustain your tenancy. We rely on your rent to be able to provide services such as maintenance to our tenants. We also know how difficult it is to get back on track with rent if you fall into arrears.

To support you to sustain your tenancy during these difficult times, CHL will not conduct our regular six-monthly rent reviews during this period.

In addition, we want to make it clear that the extra payments made through Centrelink during the coronavirus crisis are not assessable income. These payments are provided to help you to meet additional costs during the crisis, and CHL will not take them into account in setting your rent.

More information about the payments is available on the Services Australia website www.servicesaustralia.gov.au.

We are experiencing unprecedented times and the impact of COVID-19 is felt everywhere. As a result, we understand that some of our tenants may have had their work reduced and that some may have even lost their employment. If this is impacting you, please contact your Housing Officer as soon as possible so that we can discuss your circumstances with you.

While restrictions put in place at the height of the COVID-19 crisis are gradually being relaxed at the federal, state and local level, CHL are reviewing our approach. This will allow us to establish what changes need to occur and how to execute this in a manner that staff and customers are safe.

We are monitoring the situation and will let you know if we need to make any other changes to how we provide our services.

Lastly, we wish to say thanks to all of you for taking care of yourself, your household and your community. We have been fortunate that at CHL, all of our tenants and customers are safe and we thank you for playing your part in keeping our communities safe too.

Please make sure to head to our website to keep up with CHLâ&#x20AC;&#x2122;s latest announcements and find useful COVID-19 resources.

04

05

CHL UPDATES NATIONAL TENANT SATISFACTION SURVEY 2020 This year we are running our National Tenant Satisfaction Survey online to assist people to participate without having to leave their homes.

All customers will receive a unique link to complete the survey via SMS and/or email. You can complete the survey from any device that can access the internet, being either your phone, a tablet or a computer. Your link is unique to you and is private.

Community Housing Ltd (CHL) is committed to maintaining your privacy while providing you with the opportunity to give us feedback on our services at any time. The survey is one of the ways we do this, and it is run for us by The Community Housing Industry Association NSW. Your answers are private and never personally identified to CHL. We receive the results as de-identified information that then allow us to see what our services look like in different areas of the country.

As always, we have some fabulous prizes up for grabs this year to thank you for your participation.

Our Early Bird Major Prize Draw is awarded to customers who respond within the first 2 weeks of the survey being released and the prize pool includes draws for 1 x HP Notebook, 1 x tablet device and 6 x $100 gift vouchers. All surveys received before the closing date also go in a draw to win one of 60 x $25 gift vouchers.

CHL REFLECT RECONCILIATION ACTION PLAN CHL have spent the past year working towards the successful achievement of various milestones and activities as part of our reconciliation journey. It has been a year of reflection and introspection for CHL as an organisation and time to look closely at our current practices and the ways in which we provide services, interact with our customers and the wider community through a lens of cultural understanding and sensitivity.

CHL has undertaken many projects as part of this process to look at the ways we develop policy, conduct our service deliveries, procure services, train our teams and the language we use. This has seen many improvements in not only our understanding of First Nations issues and history in Australia across all our business units, but also the ways in which business units work and interact with each other in adopting practice and processes that are culturally appropriate for Aboriginal and/or Torres Strait Islander Peoples.

We have seen and received a fabulous response from our staff across Australia who have participated in face-to-face localised Aboriginal cultural awareness learning sessions and the increased awareness this has brought to their daily working lives when engaging with our customers and their communities.

We are now working towards reporting back to Reconciliation Australia on our journey so far and developing the next stage of our commitment in the form of an INNOVATE Reconciliation Plan which we look forward to developing with Reconciliation Australia throughout 2020.

You can read or download CHLâ&#x20AC;&#x2122;s RAP on the CHL website.

If you are having any trouble accessing the survey or need help to do so, please contact your local CHL office and speak with your local team, or our call centre on 1300 245 468 and we will be more than happy to assist you.

6 06

07 7

Complex Dynamics Anyone who has ever lived in a block of units, can tell you how much the common areas and interactions between neighbours can impact on your experience living there. CHL staff have been working with tenants at several of our unit complexes across NSW. By bringing together staff from tenancy, assets and community development and most importantly involving our tenants, we have been able to identify local priorities and work collaboratively to find solutions.

update

NSW

LOCATION

YOU SAID

WE DID

Boronia Gardens (South West Rocks)

There was a congestion of wheelie bins and access to mailboxes

Negotiated a trial commercial waste service.

Now most individual wheelies have been replaced with a commercial skip bin.

Replace and renew the mailbox area

Unfortunately, the initial grant application was unsuccessful but that does not mean we have given up.

Port Macquarie Unit (x 2)

Unit 1. Issues accessing common room Unit 1. Addressed access issues Unit 2. Installing an air-conditioner to make place comfortable to use

West Need to improve dynamics and Kempsey Unit experience at property with a history of being difficult to let and high tenancy turnover

Unit 2. Secured an air-conditioner donated by Harvey Norman and arranged installation.

Cleaned the common areas, improved security by upgrading cameras, replaced glass with ALU Gard, installing commercial vandal proof doors in shared hallways. Enabled flexibility with tenant transfers and support for sustaining tenancies where needed. Ensured a diverse social mix and units are appropriate for tenants’ situation.

Overall creating a healthier dynamic.

Would you like to be involved in developing local projects and live in a CHL unit complex? Please speak to your Housing Officer or Community Development team now.

Computer Connections As the COVID-19 shutdown came into force, many of the services and community organisations we regularly work with transitioned to weekly zoom meetings to meet the changing needs within the community. In Kempsey, one of the common themes arising was the recognition that not everyone had the means to access a computer; whether this was for school students’ educational purposes, to help families cope with boredom or enable people to stay connected with loved ones, services, community.

The participating services began to look at how we could get computers to give to our most vulnerable in the community. At CHL, our IT team identified that they could donate 30 laptops that were no longer in use. The computers will be ‘sanitised’ (not in the way 08

you may be thinking under COVID-19!!) and ready to be ‘purpose made’, to suit recipient’s needs.

This is a great outcome for services working together and benefiting our tenants!

CHL is excited to announce a new project called ‘Better Together’, which is all about enabling seniors to connect online, offline, and while adhering to COVID-19 guidelines, in the local community. There are a whole range of things you can get involved with so if you’re interested, call your local office on 1300 245 468 or email: bettertogether@chl.org.au or check out our website for more information.

Note: Our NSW offices in Coffs Harbour, Taree and Parramatta remain closed to the public, although our customers can still make arrangements to visit with a prior appointment, by calling our staff on 1300 245 468.

Our Kempsey and Port Macquarie offices continue to deliver essential homelessness services and are operating between 9am-5pm, Monday to Friday.

All customers can still make arrangements to visit with a prior appointment, also by calling our staff on 1300 245 468.

09

update Back in early March marked the official opening of our new affordable housing project in Clunes, VIC in partnership with the Hepburn Shire Council.

With the Council’s grant funding of $589,000, CHL has designed and built four new purpose-built homes, which are in the process of being rented out to eligible people with local community links, at subsidised rent. This will not only add to the muchneeded supply of affordable rental housing but will also allow people the opportunity to stay in their community as their lives change.

Clunes tenant Andrew, who has Parkinsons disease says that since moving into his unit “better suited to his needs” he doesn’t have to wrestle anymore around furniture, and as a result has not had a fall since.

To read more about this Clunes project and Andrew’s story, please check out the CHL website.

10

Thank You!

In late 2019, CHL started to engage with the community at Ferntree Gully in Eastern Melbourne.

The site comprises of 85 homes, an on-site office, a central playground, orchard, garden plots and community garden.

At an unprecedent time like today where the impact of COVID-19 is felt everywhere, it is also during these times that the community’s spirit truly shines.

Starting with a tenant meeting and end of year event, CHL in partnership with a local learning centre and the Knox Council started conversations about what tenants wanted in their area. Due to physical restrictions put in place from the coronavirus (COVID-19), we’ve been busy working behind the scenes to get things going at Ferntree Gully.

VIC

Clunes

The Gully Gets Going

Using the feedback collected, the Mountain District Learning Centre and CHL were able to successfully apply for a grant to deliver educational and social activities at Ferntree Gully. This also includes the possible conversion of a garden shed into a usable communal space.

CHL tenant, Andrew Aiden at the opening of the Clunes affordable housing development, now is his home

Note: Our offices will be following the CHL national approach and decision making for tenancy administration. At the State level for Victoria, our homelessness services are essential services and will still operate 9am-5pm Monday to Friday at our offices in Box Hill, Morwell and Bairnsdale.

Any questions, please contact us on 1300 245 468.

During late March, staff from Queens Road (QR) Rooming House were told by suppliers that bread would not be delivered; an essential for our kitchen in which we provide a meals program for 67 of our residents with histories of homelessness and complex mental health issues. We want to thank Bakers Delight, Prahran Central for donating 30 loaves a week, and on top of that at a heavily discounted price. An on-going partnership and we are forever grateful to them for their help.

We also want to thank Pullman Hotel for supporting our initiative to renovate the QR residents lounge by donating furniture at no cost. Also, our Sacred Heart Mission volunteers who helped the resident lounge.

You guys were amazing and did a great job!

We have also been working with the Mountain District Learning Centre who has kindly donated 3 laptops. All of which have been given to tenants so they can connect with family and friends online during COVID-19. The laptops can then also be used for future activities and training on-site.

The Homelessness Team in Box Hill also partnered with MCC Care, who support people and families in our community by providing food hampers and toiletries of all sizes. Every Tuesdays the church is open from 10am – 2pm. Located at 143-145 Parker Street, Templestowe.

We can’t wait to get back in the community and keep the work going. In the meantime, stay safe and healthy everyone!

Again, at a time where businesses and people do not know their future and people are stuck inside, it was heart-warming to see the offers of assistance.

It’s Time for Round 2 Scholarships and Grants!

Earlier this year, CHL approved 13 applications in our first round of scholarships and grants. This included six scholarships, six social inclusion grants and one for our community chest. These ranged from university course fees, TAFE, dance classes and funding for some community activities.

We had a strong bunch of submissions and hope to see even more in round 2! For more information about how to apply, please go to our website www.chl.org.au/news/events/upcoming-events/2020victorian-tenant-scholarship-and-grants/

The deadline for submissions has now been extended to the 31st July 2020. Get in quick!

Here is a picture of one of our recipients Geoff, who attends painting classes paid for through the program.

11

Day in the Life - TAG Team Members

update SA

Our judges checking out our contestants’ gardens for our most recent garden competition

2020 Tenant Garden Competition….

GREEN THUMBS WANTED!

Rosmarie:

Will:

As a Tenant Advisory Group (TAG) team member, my experience has been enlightening. As a group, we have been guided and supported by Community Development Officer, Helen Bock and her team on ideas to enhance and assist tenants to live in a more inclusive community.

I became a TAG member because as a ‘transferee’ from another Housing Association that became part of CHL, I was interested to see just how differently a much larger organisation would relate to its clients and how much the individual would benefit.

This has involved organising events for tenants and the community to participate in. Events we have organised in SA have included music, dancing, guest artists, gardening competitions and coffee mornings for tenants to attend.

At the end of last year, CHL tenants were treated to a wonderful Christmas lunch, which was well attended. All of this reflects the commitment in SA, by all for the benefit of tenants.

More importantly, I wanted to be involved in any “project” that maintained a community feel and be part of any introduction of ways to ensure contact and maintaining wellbeing among all the tenants.

The creation of such a TAG team in SA would be an incubator, that if successful would create a model that other CHL locations could use in the future.

Each TAG member would not only be the “middle” contact between the tenant and CHL, but also work on projects that would help to create social and welfare contact between total and localised groups within the SA branch.

Of course, this is a role that will evolve, but still with the purpose of improving the social and welfare of the tenants.

We had a great time last year with our inaugural SA Garden competition.

It was a time which allowed us all to celebrate our homes, our community and take pride of the place in where we live.

We are excited to announce that the 2020 SA Tenant Garden Competition is open for registrations. All CHL Tenants in SA are eligible to participate and are invited to enter this great community event - whether you are a beginner, hobbyist or horticulturalist, have a courtyard garden or a large backyard, there is a category for you!

Registrations will close Friday 28th August and Judging will take place early to mid October.

For more information you can contact Helen Bock, Community Development Officer Phone: 8210 0200 or Email: infosa@chl.org.au (in the subject write, SA Garden Comp enquiry)

12

Note: At this point in time, our office remains closed. Tenants who need to see a Housing Officer can request a meeting on 1300 245 468, where we will have appropriate arrangements in place for face-to-face meetings at the office when necessary.

We will advise our customers further as this position changes.

13

Tenant Story In late 2019, an applicant who escaped a longstanding abusive relationship was staying in temporary short-term accommodation in a women’s shelter.

Working closely with her supports, she was lucky enough to be offered a temporary lease in a women’s refuge to allow her some time to heal and get on her feet.

Green Thumb Guru, Peter Richards attending to the new garden in Ravenswood

Second Garden Begins to Grow

update

A new garden has begun to grow in Ravenswood.

Peter Richards who has been instrumental in the development of the Pioneer Parade Community Garden gave our Community Development Officer, Brett Mansell, a guided tour of a new garden, that has been developed on Vermont Road, adjacent to the Mens Shed.

The new garden site which includes 10 beds and an area planned for a Gazebo and an Indigenous fire pot has seen the Community Housing Limited IMS team continue their close involvement in the Community Development Area.

Community Development Officer Brett Mansell says, “The IMS team have been involved in the creation of this garden, which is a great thing for the Ravenswood community”.

The garden is a great example of a community taking skills learnt through a development program to undertake other projects within the suburbs.

We at CHL Tasmania look forward to seeing the site develop into the future.

If you can assist with your time or skills, please call Peter at Starting Point on 63 39 28 61.

14

TAS

When Community Housing Ltd (CHL) initiated contact and interviewed the applicant for an upcoming property, the applicant was beside herself with emotions.

We offered her a property and upon inspection had the property already decorated and furnished in her mind. She was extremely grateful for the opportunity to regain her independence and have a chance at a fresh start.

CHL worked with her support services as well as Domestic Violence Tasmania to successfully house her in a supportive and timely manner and have several additional modifications installed to allow her to feel safe and secure in her new home.

As a new tenant in long-term accommodation, she has settled in very well with CHL over the past 6-weeks and has gone on to make some friends in her community, create a lovely garden for herself and engage positively with her Housing Officer.

Her gratitude is never ending for the opportunity that CHL was able to offer her at this time in her life where she once felt very desolate and now feels that her life is beginning again.

Christmas Competition Update Note: At this point in time, in line with the CHL national advice, our Mowbray office is still operating 9am-5pm Monday to Friday by appointment only.

Our office provides intercom facilities for communication of appointment(s) etc and a drop box outside the door for any return of keys/documents.

We are also undertaking virtual/ phone property inspections and calling tenants to check on their welfare during this time. We will continue to keep you updated. Any questions, please contact us on 1300 245 468.

Community Housing Ltd is a not-for-profit organisation and Tasmania staff in the Mowbray office wanted to reward Better Housing Futures’ tenants, who faithfully continued to pay their rent or made prior arrangements to have their rent covered during the Christmas holiday period, by organising a Christmas Rent Competition.

We understand that for a lot of people Christmas can bring about added financial pressures, so we wanted to add a little bit of spark to the season.

Options were offered by Housing Officers for those tenants who wanted to stop a rent payment for Christmas, but remain in the competition.

Approximately 900 tenants were entered into the competition to receive one of ten Coles/Myer Gift Vouchers valued at $50 each. The beginning of February saw 10 winners selected who were called or mailed notice of their winning entry.

Names of winners: Ivan Mills, Kerry Cadman, Kaye Phillips, Nickie Marie Riley, Jodi Maree Green, Gregory Wheldon, Peter Reed, David Farley, Thomas Sullivan and Michelle Hodge Congratulations to those winners and thank you for continuing to maintain your rent in support of Community Housing Ltd. 15

ANZAC Day Commemoration One of our residents, Rosemary at Cleveland shared with us her ANZAC day commemoration. Pictured are Rosemary’s mother-in-law and her mother-inlaw’s brother.

update

QLD Queensland Updates

Back in April 2018, CHL announced its plans to integrate with Horizon Housing Company. The consolidation of expertise and services would allow both organisations to strengthen their reach and ability to provide affordable housing to more people and communities in Queensland.

International Women’s Day (IWD)

As outlined in our December edition of the Horizon Housing tenant newsletter ‘HOME’, we are working to finalise the transition of Horizon Housing Company to Community Housing Limited.

We will provide you with a further update on this in the coming weeks. For residents, this transition will be a seamless process and your housing manager will not change. However, for our CHL residents you will notice reference to our additional Qld offices in Roma and Robina as part of this integration.

SHINE Women is a personal development programme that has been created to empower women irrespective of their cultural, educational, religious or socio-economic background. The aim of the programme is to help women to develop their self-esteem, build and establish their confidence, understand their personal value and unlock hidden potential.

The staff team and our residents are adjusting to the new working arrangements during COVID-19.

Many of our residents have enjoyed the opportunity for staff to connect with them via telephone and appreciated our concern for their wellbeing.

16

To celebrate #IWD our Robina Office hosted an IWD breakfast on Monday featuring inspirational guest speaker, Modupe Akib who spoke about the SHINE Women Programme.

The programme is designed to run in a group setting which makes it a great way to make new friends, to network and build meaningful relationships with other women.

Rosemary’s mother-in-law was one of the first women recruits into the Navy and although never served out of the country, she was part of a contingent who lined the Brisbane river to watch for submarines coming in. She was also one of the first discharged from the navy as she was a married woman. The picture of those marching in white was the Victory March held in 1945.

Rosemary was feeling a little down and decided to try and make a poppy then just used all the leftover wool that she had from other projects, that resulted in this wonderful display.

This lifted not only Rosemary’s spirits but also those of her neighbours and staff.

Rosemary speaks very highly of her mother-in-law who continued to serve the community into her old age and wanted to pay her respects to all those who served.

Thank you for sharing this with us Rosemary!

Maryborough Office Officially Opens Our Maryborough Office had their official opening in March! The event was attended by Government offices, stakeholders, staff and clients to celebrate the on-going commitment of CHL to delivering housing outcomes to the Fraser Coast and Maryborough community.

We also had a couple of special guests, CHL tenants – Dean and Kathleen, and Kylee share their personal experiences with us in the hopes it could help someone else in a similar situation. To read their stories, head to the ‘Tenant Stories’ section of the CHL website.

From L-R: Bruce Saunders – Maryborough MP, Elder Uncle Glen Miller, Frances Paterson-Fleider – CHL State Manager and Christine Nichols – CHL State Operations Manager

Note: Our QLD offices Robina, Maryborough and Roma remain closed to the public, although our customers can still visit with a prior appointment. If you require an appointment or any assistance, please contact our helpful staff on 1300 245 468.

We will advise our customers further as this position changes.

If anyone is interested in hearing about SHINE women, please email us at infoqld@chl.org.au 17

This year marks the 20th anniversary of National Reconciliation Week (27 May – 3 June); a time for all Australians to learn about our shared histories, cultures and achievements, and to explore how each of us can contribute to achieving reconciliation in Australia.

One of the ways we at CHL recognised this was through our partnership with Nyamba Buru Yawuru (NBY), on a cultural exchange hosted by Te Puna Wanaka, Ara Polytechnic in Christchurch, New Zealand.

The seven-day exchange brought together ambassadors from NBY and Culture is Life to 1omm;1| b|_ ࢝oub 7u- bm] r-u-ѴѴ;Ѵv 0;| ;;m their experiences as indigenous peoples.

“The vision early on was from the Yawuru Young Ambassador’s (NBY) really wanting a cultural exchange over here in New Zealand. It was really about learning about different cultures and as indigenous people we can connect,” says Yawuru Young Ambassador Bianca Graham.

18

“The spirit of community coming together in dance, song and storytelling. It’s something we share and have so much in common,” says Ethan Taylor from Culture is Life.

The week was a huge success with lots of rich sharing of cultural knowledge and language.

It didn’t stop there, the exchange also allowed participants to develop an understanding of where both cultures are at in terms of language revitalisation, the importance of the connection to country and culture, understanding the issues related to intergenerational trauma as a result of colonisation, and exploring ways of healing and creating change in response to systemic discrimination.

Jono Pearson from NBY says, “It’s really changed l Ѳb=; Ѳ;-umbm] |_; 1 Ѳ| u; -m7 _o |_; Ő ޷oubő ]o about their business. My responsibilities is to go back to where I come from, learning my language and taking it to my little ones so we can bring back our culture.”

“For me this experience has been quite amazing and a bit confronting ‘cause us understanding we all have a part to play in knowing who we are in our culture, how we use that to help others in their journey,” says Carol Ann Bernard from NBY.

“It’s given me motivation to go back home and do more. Do better for me and invest in myself so that I 1-m 0; 0;||;u =ou o|_;u r;orѲ;ĸ Ő |ő ruo ;v |_; =-1| |_-| first nation should rely on each other – one network, one community”.

“The cultural practice and keeping of knowledge, handing that down, there’s definitely some things here in Australia we can learn from, they do it so well over here,” says Tahlia from Culture is Life.

For more information about this project, watch our ‘Connecting Two Cultures’ video now on our Youtube channel: bit.ly/2LVw9Hm

19

CHL Complaints, Appeals and Client Feedback CHL aims to provide a high standard of service in all areas of our operations. We recognise however that there will be occasions when clients, applicants, tenants and others receiving services from us, providing services to us or who are significantly affected by CHL’s operations may wish to comment on, complain about or appeal a decision made regarding an aspect of our service. We appreciate and take seriously all feedback that our customers choose to provide, and always aim to resolve any complaints and conduct appeal reviews in a timely manner.

Customers of CHL can expect: • To be able to provide feedback verbally, in writing via post, email or by completing a hard copy form available in our offices or online by visiting our website • That we will always take your comments, complaints and appeals seriously and encourage you to ask questions about our work practices • To be able to appeal a decision made by us and have it dealt with promptly • That any complaint or appeal will be dealt with fairly and professionally, without consequence to you or your status as a customer of CHL.

20

CHL is committed to customer rights and ensuring fair, equitable and transparent processes. We aim to continually improve our services and their delivery, and view all feedback as an opportunity for positive action. Information on our complaints and appeals policies, processes and timeframe guidelines, as well as information on external agencies you can contact to assist in resolving any issues, are available from our website, from any of our office locations or you can request a copy from your CHL staff member at any time. For further information, please write or call us.

Repairs and Maintenance For all repairs and maintenance queries call us on 1300 424 573 during business hours 7 days a week. You can also email us at: maintenance@chl.org.au

Comments and Complaints CHL aims to provide a high standard of service in all areas of our operations. We recognise however that there are times when tenants affected by our operations may wish to comment on or complain about an aspect of our service.

We take your feedback seriously. Here are some examples of what you can provide feedback about: • Behaviour of an individual • Advice provided • Services provided • Use of information • Any other aspect of CHL’s operations you would

Emergency and out-of-hours service If you need police, fire or ambulance in an emergency, call Triple Zero (000).

• like to inform CHL about.

We provide emergency repairs service outside of our normal office hours – at evenings and on weekends. You can call 1300 4 CHL REPAIR (1300 424 573) after hours for emergencies only.

Many issues can be sorted out quickly and easily by speaking to the employee who is dealing with the matter. We would encourage you to use this approach first however if this does not resolve the matter you can always make a formal complaint.

ADVISING US OF A CONCERN

MAKING A FORMAL COMPLAINT

Formal complaints can be made in person, by contacting CHL by phone, letter, email, filling in the Feedback Form (in the ‘Do it Online’ section) on our website or by using a CHL Feedback Form.

You do not need to make your complaint in writing, if you are speaking to a CHL employee and inform them that it is a formal complaint they will treat it the same as if it were in writing.

You can find more information on our complaints policy by visiting our website and clicking on the drop-down menu and then on our feedback process.

Note: The information you provide is controlled and used in compliance with the Australian Privacy Act 1998 and relevant legislation in all regions which CHL operates.

1300 CHLHOUSING (1300 245 468) info@chl.org.au www.chl.org.au/tenants/do-it-online 21

FOOD CORNER RECIPE OF THE MONTH

Household Tips As we approach winter, we want to remind everyone on the need to ventilate your home.

Creamy Coconut Paprika Zucchini Soup

Coughs, headaches, difficulty breathing … are all consequences of air pollution in the home. Good ventilation is therefore extremely important to your health. By ventilating your home, you replace polluted and humid indoor air with fresh air from outside. This helps you prevent breathing problems, damp problems and mould and that is pleasant for you and your household.

No matter what season or time of year it is, it is important to maintain a steady flow of fresh, quality air within your home. Closing up your home during the cold winter months might help to keep heat in and the chilly air out, but at least some ventilation is needed to remove that excess moisture that’s in the indoor air. Damp air may quickly turn mouldy, which can be a nuisance for you, your home and your health. It is easy to ventilate during the spring and summer - simply open a door or window and the clean, healthy air comes flowing into your home.

Yield: 4-6 servings Prep Time: 10 min Cook Time: 20-25 min Total Time: 35 min

So how do you properly ventilate during the winter?

Ingredients

• Ventilating is important all year round. During the winter months, you should open your house at least once a day, no matter how cold it is outside.

It does not have to be for long, opening a window or door for even just a few minutes will create a cross-draught. The old, damp air will exit your home and fresh air will return.

• 2 yellow onions, roughly diced

• It is also important to ventilate after you turn off your heating system. If you turn it off before leaving the house, or before going to bed, briefly open a door or window to alleviate condensation.

• 1 tsp ground coriander

• Lastly, if it is possible to keep a window in your bedroom just slightly open overnight, the air circulating your room will be more comfortable.

22

• 1 tsp (5 ml) oil (preferably Sunflower) • 2 cloves garlic, crushed • 2 cups (500 ml) water • 2 vegetable boullion cubes • 1 zucchini, roughly chopped • 3 bell peppers, roughly chopped • 1/4 cup sun-dried bell pepper (aka paprika) in oil

Step 2 Add zucchini, bell peppers, coriander, and sun-dried paprika to the pot and sauté for 4-5 minutes. Add the remaining water.

Step 3 Bring everything to a boil, then reduce heat to low, and simmer with lid partially covered for 10-15 minutes.

Step 4 Add the coconut milk and cook for another 3-5 minutes, then blend the soup with an immersion blender until creamy. Garnish and enjoy!

• 1 can (400 ml) full-fat coconut milk

Method Step 1 Heat the oil in a large soup pot over medium-high heat. Add onions and sauté until lightly brown and soft, about 5 minutes. Add splashes of water as needed to decaramelise the pan and prevent burning and sticking. Add crushed garlic and bouillon cubes and stir until the cubes have dissolved and the garlic is fragrant - about 1-2 minutes.

Source: www.pickuplimes.com

Do you have a recipe you would like to share? Send your recipe to us at chlconnect@chl.org.au

23

If you have any feedback or suggestions on how to improve this magazine please contact us via any of the following: Email: chlconnect@chl.org.au Post: Community Housing Ltd CHL Connect Team 19-23 Prospect St Box Hill VIC 3128 Call: 1300 CHL HOUSING (1300 245 468) and ask to be connected to Marketing and Communications Department Website: www.chl.org.au Community Housing Ltd ABN 11 062 802 797 Community Housing (VIC) Ltd ABN 75 112 324 384 Aboriginal Community Housing Ltd ABN 23 165 108 654 Community Housing (QLD) Ltd ABN 57 061 035 060