CHL Connect July Edition

CHL

Connect National Tenant Magazine July 2023

OUR PARTNERSHIP WITH BUNNINGS IS SUPPORTING OUR TENANTS TO RENEW THEIR GARDENS READ MORE PG 18

AMANDESA IS NOW READY! PG 06

SPECIALIST DISABILITY ACCOMMODATION IN MELBOURNE PG 08

BOWLING FOR COMMUNITY PG 23

CHL

Connect

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Inside this issue 03 Editor’s message

14 SA news

22 ACHL news

26 Household tips

04 CHL updates

16 TAS news

24 Have your say

27 Food corner

10 NSW news

18 QLD news

12 VIC news

20 WA news

25 Repairs and maintenance

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EDITOR’S MESSAGE Dear Tenants, Welcome to the July edition of CHL Connect.

It continues to be a busy time at CHL with many projects underway in our community development teams and new housing projects in several states.

Editor: Cathy Beadnell Head of Internal Communications and Customer Experience

Assistance:

Athaya Shakyna Hargiarly Communications and Community Engagement Officer

Copyright:

No part of CHL Connect Magazine may be reproduced without prior consent from Community Housing Ltd. If you wish to use the information, write to chlconnect@chl.org.au.

Disclaimer:

We try to make the information provided in this magazine as relevant, correct and accurate as possible at the time of going to press, but readers should seek independent advice in relation to any general content published. CHL and its subsidiaries cannot be held responsible for any changes as some of the information is reproduced from credible sources.

Data Protection:

We take the privacy of our tenants very seriously and seek consents of those tenants featured in this publication prior to printing it. CHL reserves the right to use the information and images entered by the participants in any of the competitions for any promotional purposes. If you do not wish for your submitted images to be publicised then please contact the CHL connect team in writing at chlconnect@chl.org.au.

Circulation:

Over 10,000 readership, including tenants and staff, together with a wide range of people who have contact with Community Housing Ltd.

In this edition of CHL Connect we invite you to apply for an Impact Grant. The grants are available to support you to get involved in your community or prepare for employment or education. Please find more information about how to apply in the article below.

You may remember our new retirement villa in Amandesa from the last edition of the magazine. Set in the tranquil seaside town of Sanur in Bali, Amandesa is now ready to accept applications from CHL tenants who meet the criteria. We look forward to hearing from CHL customers who might be interested in retiring to Bali and joining the Amandesa community.

CHL launched our Innovate Reconciliation Action Plan in June during National Reconciliation Week. Our Innovate RAP continues our commitment towards reconciliation and improving the lives of Aboriginal and Torres Strait Islander people in Australia. You can find out more in this edition of CHL Connect and by visiting our website.

We bring you updates on some new Specialist Disability Accommodation developments underway in Victoria and Western Australia. CHL is working with partner agencies to ensure people who live with disability have access to appropriate and sustainable housing.

Our latest Tenant Satisfaction Survey has now closed, and we would like to thank everyone who took part in the survey. If you missed the survey and would like to send us your feedback you can always get in touch by contacting your local CHL office, talking to your housing officer of visiting our website Feedback Form | Community Housing Limited (chl.org.au) We hope you enjoy reading our latest edition of CHL Connect.

Yours Sincerely, Cathy Beadnell (Pronouns: She/her) Head of Internal Communications and Customer Experience

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Impact Grants 2022

CHL UPDATES

APPLY NOW - IMPACT GRANTS We’re excited to share our Impact Grants Program is now open for applications, with the next round closing on 24 July 2023.

Whether you’re interested in doing a TAFE course, a gym membership, art classes, driving lessons or a community event, there’s an opportunity for you and your community.

There are three categories: • Education & Employment – provides up to $1,500 to encourage a wide range of educational and employment opportunities (excluding laptops).

• Social Inclusion – provides up to $300 funding towards health and well-being pursuits, such as sporting & fitness activities, arts and craft or music. It also includes anything that may enable inclusion, such as a car licence.

• Community – provides grants up to $2,000 to community organisations, support agencies or collective groups of CHL tenants for community projects.

For further information on when and how to apply, please go to our website or do one of the following: • Contact our Contact Centre on 1300 CHL HOUSING (1300 245 468) • Email: impactgrants@chl.org.au • Contact your local Housing Officer or Community Development Officer Here’s some happy recipients of a grant in 2022.

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TENANT SATISFACTION SURVEY The 2023 CHL Tenant Satisfaction Survey has closed, the survey was conducted by independent agency, Community Housing Industry Association (CHIA NSW).

During the survey, we made sure to keep your information and answers anonymous but also private, safe, and secure. We anticipate completing our data analysis through September and we look forward to updating you on the results and our plans to improve our services to you.

If you provided any comments or feedback that requested action or would like to share more of your ideas, we invite you to get in touch. You can contact us via feedback@chl.org.au, phone 1300 245 468.

We value your feedback and would like to thank everyone who participated in the survey. It is your feedback that helps us to identify and understand where we are doing well and where there is room for improvement. We look forward to sharing the actions we will take to improve our services for you soon. In the meantime, if you have any questions, please don’t hesitate to contact us.

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RETIRE IN COMFORT AT AMANDESA Amandesa is a village designed for older Australians delivered by Community Housing Limited (CHL) Group. It is in the coastal town of Sanur (pronounced sah-noor), east of Denpasar in southeast Bali, which has grown into a little town in its own right.

Amandesa is a self-supporting community for older Australians, singles and couples, who choose to retire in Bali. The village of Sanur comes without the hustle and bustle of Kuta or Legian with a more traditional and relaxed vibe, making it ideal for expats. It is easy to fit in with the local and expat community in Sanur, with many restaurants, cafes and opportunities for networking.

To be eligible for this opportunity you must be: • an Australian resident, living in Australia on a permanent basis • an Australian retiree receiving an Australian aged pension • 55 years and above in relatively good health and financially secure • women who are widowed in Australia, receiving Widow B Pension, Widow Allowance or Partner Allowance before reaching pension age • receiving an aged pension or a self-funded retiree with a steady income • other forms of income support e.g., carers payment and disability benefit won’t be paid to people living outside of Australia unless residing in countries with an International Social Security Agreement with Australia • eligible for an Indonesian retirement visa • able to access private health insurance in Indonesia.

Rent is paid monthly and is set at AUD$700 per month for a single unit and AUD$900 per month for a couples unit.

When you sign up to be a resident at Amandesa you will need to pay one month’s rent as deposit and one month rent in advance.

For any inquiries, scan the barcode to fill in the Expression of Interest form.

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New housing for people living with disability

SPECIALIST DISABILITY ACCOMMODATION IN INNER-CITY MELBOURNE Community Housing Ltd as part of the Building Communities Consortium has partnered with Homes Victoria to deliver social, affordable, specialist disability accommodation (SDA) and market rental homes that are welcoming and secure and which meet modern design and accessibility standards.

The first round of Ground Lease Model will be delivered at three sites in Flemington, Brighton and Prahran.

Each of the developments in the Ground Lease Model project will contain high quality, spacious, two-bedroom, two-bathroom SDA apartments. These will be built to the High Physical Support design category, also meeting Fully Accessible design standards.

This project provides a rare opportunity for ideally located SDA apartments in Melbourne’s inner suburbs. Each development is located close to public transport, amenities and local cafes and restaurants.

The SDA apartments will contain modern appliances, assistive technology capability, provisions for ceiling hoists, widened doorways, intercom communication system and all accessibility features meeting the High Physical Support design standards.

To be eligible for the SDA apartments renters must be NDIS participants with the ability to gain appropriate levels of SDA funding.

If you have any questions contact SDA Engagement Coordinator Hannah Trood, hannah.trood@chl.org.au.

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CHL LAUNCHES INNOVATE RAP CHL proudly launched our Innovate Reconciliation Action Plan (RAP) at events around Australia during National Reconciliation Week in June.

Based around the core pillars of relationships, respect and opportunities, RAPs provide tangible and substantive benefits for Aboriginal and Torres Strait Islander peoples, increasing economic equity and supporting First Nations self-determination.

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update

NSW

Exciting new murals in Kempsey created by our talented customers

Graffiti mural project Community Housing Limited partnered with Kempsey Shire Council, Kempsey Headspace, and professional artist Soraya Touma to support young people to design and deliver a youth mural as part of the Savages Lane Revitalisation Project.

Community Housing Limited successfully gained mural space in Savage Laneway as an area to stage and highlight the voices of Kempsey Youth, create prospect for learning and growth and to deliver an opportunity to express and showcase local talent.

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Young local emerging artists have been engaging in all stages of the mural design, planning and application process. The artists decided to digitally collaborate on their design using Clip Art, the design captures Kempsey landscapes connecting to South West Rocks and Hat Head shores with the representation of the LGBTQIA+ community.

Through this project Young people from Kempsey Shire were given a voice, and were mentored through the process, creating opportunity for personal and professional growth while showing off the talent that is upcoming in this Community.

Reconciliation Action Plan and NAIDOC week CHL began the process of developing our first Reconciliation Action Plan (RAP) in 2018 and is proud to begin the next step of our reconciliation journey through the development and implementation of our innovate RAP. CHL seeks to contribute to the journey of reconciliation and further develop our culture as an organisation that acknowledges and fosters awareness and respect of Aboriginal and Torres Strait Islander peoples, histories, and cultures.

We look forward working with our customers on this journey.

Key achievements: • Cultural awareness training • Raise awareness of National Reconciliation Week and NAIDOC Week • Review of HR policies and procedures.

Throughout May and June 2023 CHL offices across NSW held activities for our RAP launch and celebrated NAIDOC week. These events were enjoyed by all, we look forward to sharing stories and arranging similar events in the future. Some of the activities organised included: • Local School performances • Morning Tea • Staff and Stakeholder personal messages to acknowledge Country.

2023 Gardening competition Another successful year with the annual gardening competition. This competition allows tenants to showcase their love and interest of gardening in different categories. It was great to see so many entries, judging was difficult with so many wonderful and inspirational gardens.

Congratulations to all the winners.

Best Potted plant Winner - Jannelle Runner up – Jacqueline Best Veggie garden Winner - Jack Runner up – Linda Best Balcony Winner – Margaret Runner up – Jacqueline Best Courtyard Winner – Jacqueline Runner up – Phillip Best Small garden Winner – Kylie Runner up – Robert and Gloria

Increase in social housing supply We are pleased to announce we have seen an increase in the supply of social housing particularly on the Mid North Coast with two newly built complexes in Port Macquarie and Wauchope comprising of 28 new units.

We look forward to working with the local community to deliver this housing. It is extremely rewarding to be housing customers facing challenging times.

We have also been successful in securing funding from the NSW Government (Department of Justice & Communities) to build an additional 32 units in West Kempsey.

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update VIC

A great day out at the Sunflower Harvest BBQ

From “Festival of Food and Ideas” to “Sunflower Harvest BBQ” at School Place Ferntree Gully The CHL Community Development Team held a “Festival of Food and Ideas” recently with our residents at School Place in Ferntree Gully.

The event was organised in partnership with Mountain District Learning Centre (MDLC) and with support from our volunteer educator from Melbourne University, Environments and Sustainability.

Enthusiastic residents planted out the veggie boxes in Spring and suggested a roster system for caring for the garden and to reap the benefits at a Sunflower Harvest BBQ in Autumn to coincide with Harmony Week.

The garden is tended by CHL resident Mr. Asho, who recently won Victorian Social Housing Garden 12

Award for rebuilding the onsite community garden during COVID-19 and for sharing his skills and produce with everyone at the property.

A team of keen resident chefs are now planning cooking lessons combined with iPad IT skill development to create a recipe book with produce from the garden as a resource for the community.

Good news from the Homelessness team After spending 12 months negotiating with VCAT for urgent repairs to be completed without success, mother and daughter Kym and Amy vacated their private rental, which had fallen into dire disrepair.

With the support of CHL Box Hill’s Homelessness team, Kym and Amy moved into temporary motel accommodation and commenced applying for new private rental properties. While continuing their search for a home, Amy gave birth to her baby Starzia.

Kym and Amy were faced with challenges including soaring prices in the private rental market and lack of housing supply.

After months of applications and inspections, Kym and Amy have finally been able to secure a new private rental, in a suburb close to their extended family and Kym’s full-time work.

The IA&P team was thrilled to provide rent in advance assistance to help Kym and Amy gain a fresh start in the rental market, in a property where three generations of their family will be safe, secure and warm.

New housing in Croydon Some members of the Victorian team recently visited Lusher Road in Croydon, where a development is under construction. This project is part of the Victorian government’s Big Housing Build and will provide 137 social homes for individual and families.

The housing is close to the Croydon main street, train station and other amenities including a recreation centre. The project is due to open in late 2023.

CHL is focusing on several projects across Melbourne and regional Victoria to increase the number of affordable homes available to people in housing need.

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update SA

Creating playful spaces in Port Adelaide

Play Street!

CHL teamed up with local Children’s Centres and the City of Port Adelaide Enfield to deliver two Play Street activities in our local areas- one held in Oakden and the other in Enfield.

Playstreets are designed to encourage neighbourhood connection and interaction; we had almost 100 participants get together in our areas.

It was great to see so many people connected and having a great time- what great communities we live in, CHL is so thankful to be a part of the Play Streets movement.

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Connecting at the Court…

We have some great housing options available at CHL and one of the hidden secrets is Heritage Court in Oakden. Here we have 20 semi-independent units available with meals provided, common garden areas and some social activities.

Over the last few months, we have been working in collaboration with the City of Port Adelaide Enfield to increase customer connection and services to Heritage Court.

We have chatted to our amazing customers and taken onboard their feedback. At a recent event we had a great afternoon playing bocci and leaving the game onsite so that residents can continue to play the game.

We have also provided board games and a jigsaw table for residents and have a guest speaker booked in for our monthly catch ups as well as starting a fortnightly group “Happy to Chat”. Connect with the SA team if you would like further information!

CHARTS - Community Housing Art Awards are now open!

CHL is excited to be able to support our customers to enter the CHARTS competition 2023. There are some great prizes to be won.

Please let the SA Team know if you need a hand to get your entries in or if you have any questions.

We had great success in 2021 and would love to see CHL customers well represented in 2023.

Tenant Satisfaction Survey Update The SA Team has reviewed the results from the 2022 Tenant Satisfaction Survey, and we are committed to improving our service to our customers.

We appreciate the valuable feedback you provided in the last survey, and we have created an action plan with some key priority areas to focus on based on the feedback received. These key areas include: • Feedback Management • Communication: both written and verbal • Maintenance Processes.

In April, our Operation, Community Development and Asset Team completed training to help us respond better to feedback, improve our communication with customers and identified gaps in our service that we will work on.

We are also working with our Business Improvement Team to refine our maintenance processes to enhance the service to our customers. We encourage our customers to continue to provide feedback so we can further improve the services provided.

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update TAS

Welcoming our new customers

Wellness Pack The CHL Tasmania team has developed a wellness pack for new customers when they sign their tenancy agreements.

The team is also working with a national organisation called Rapid Relief Team, who has provided CHTL with food packs monthly to help customers who may need some temporary assistance.

This pack is designed to promote healthy living and set a stronger foundation for customers moving into and sustaining long term housing after signing a lease with CHTL.

These packs have been designed to feed a family of four for up to 48 hours, which has been extremely helpful to new customers signing up with CHTL and getting back on track.

This pack is made up of essential household items to assist our new customers with setting up their home.

The wellness pack has been made possible through generous donations from different organisations within the local community of Launceston.

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Tassie homes get a facelift A new initiative in CHL Tasmania is providing a facelift to some of our tenant’s homes in suburbs around Launceston while also improving the local streetscapes.

New vinyl cladding is replacing old weatherboards and areas that can’t be replaced are given a fresh coat of paint. CHL tenant Bronwyn has been a CHL tenant for over 30 years and she is excited to see her home updated as part of this initiative.

“I’m really happy with the new cladding. It is amazing,” Bronwyn says. “I have been given a stable home by CHL and they really look after it well. I had my roof replaced just before the cladding and painting, so I feel like it’s looking great now.”

A house fire at her previous home led Bronwyn to reach out to CHL for housing. “I was living in a private rental when a fire started and caused a lot of damage.

My son and I had to move in with a family member before moving into this CHL house.”

Bronwyn says having a secure and stable home is life changing. “It means a lot, especially these days.

I would encourage everyone who is looking for a home to keep trying and be patient. Stay in touch with the housing organisation and let them know about your situation,” she says.

“We definitely need more funding for affordable housing so that everyone can have the kind of security I have as a CHL tenant.”

Tas family finds a new home with CHL A family in need has found a safe home with help from CHL Tasmania. After months of struggling to find a secure home and with a member of the family experiencing a serious health issue, they are now settled in an accessible, three-bedroom home in Prospect.

Their new CHL home is perfect as it meets their needs and is affordable and close to vital health and community services.

“We are so happy with our new home,” a family spokesperson said. “The property is accessible and just the right size. We enjoy gardening and spending time

outdoors, so we were really pleased to find the property had a garden,” they said.

“We are also grateful to be in an area with access to important health and community services to support our family at a difficult time.”

With so many people struggling to find affordable housing in Tasmania and nationally, the CHL Tasmania team celebrate every opportunity to support people into long-term, sustainable housing.

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Great day out with Bunnings volunteers supporting CHL customers to revamp their garden

update

QLD

Revamping a Community Garden with Bunnings The Passage Street Community in Cleveland came together for a day of garden revamping in late March.

Tenants gathered around mid-morning to start the process of removing a top layer of mulch, old plants and weeds from an area of garden beds alongside the development where they live. Community Housing Ltd gardening contractors Aruma, who were coincidently onsite that day, helped with a fair amount of the heavy lifting, trimming and spreading new grass seed in another area of the garden.

After a break for a lunch BBQ, it was all hands on deck to spread lots of new soil and plant a range of bromeliads, succulents, herbs and a pallet of 18

potted colour thanks to the generosity of three local Bunnings stores.

Queensland Community Development Manager Connie Crookshanks said, “This was a really great experience for everyone involved. It was lovely for our tenants to welcome the teams from Bunnings onto the site and to create the new garden with their help. The Community is already planning phase two – so watch this space!”.

Everyone had a great day and appreciated the many plants (and Bunnings hats) the Bunnings Teams brought on the day. Huge well done to the Passage Street Community and thanks to Bunnings and Aruma.

Out and about in Maryborough for youth week Community Housing Ltd Outreach Worker, Danielle May-Chow represented the team at an event, ‘Out and About’, for Youth Week 2023, at Anzac Park, organised by the Maryborough Neighbourhood Centre.

The aim of the event was to promote the Centre’s Youth Network Program and other services that are available in the community, to contribute to the celebration of Youth Week 2023. The event was well supported by local services including Red Cross, Headspace, Salvation Army, and members of the local community.

Danielle advised it was a great opportunity for community organisations to come together to provide information to the youth of Maryborough.

Support during tough times A young family facing homelessness in Maryborough has been supported by CHL’s Queensland team at a difficult time.

Hayden and Kelly have four young children and recently experienced some very rough times.

Their two-year-old son was recently diagnosed with type 1 diabetes during a period where they were forced to vacate their rental property resulting in homelessness.

During this difficult time, they decided to move to the Maryborough area to stay with family members.

Unfortunately, the home they were sharing with family, also a rental, was sold and Hayden and Kelly and their children were facing homelessness again.

The only option available to the family was sleeping in a camper trailer they borrowed. When Hayden and Kelly found out about CHL they got in touch and our team were able to assist them with some emergency accommodation.

The family is now living in a CHL property that supports people in housing crisis and have the time to actively apply for private rentals in the area. Hayden has been successful in finding employment and the future is looking brighter for the whole family.

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update WA

L-R: Michael Piu CEO, St Pat’s; Louise Giolitto CEO, WACOSS; Kath Snell CEO, Shelter WA; Natalie Sangalli CEO, Housing Choices; Sean Kelly State Manager, Community Housing Limited; Shane Ogilvie Bethanie Housing CEO; Michael Chester Co-Chief Executive Officer, Uniting WA

CHL welcomes state government social housing funding in May Budget Community Housing Ltd Western Australia welcomed the state government’s announcement in the May Budget to invest $551 million on social housing initiatives.

Community Housing Ltd Western Australia State Manager Sean Kelly said the funding was positive news for the whole sector and for regional towns in the state. “The introduction of any new housing into these areas at a time when so many people are struggling, is absolutely welcome.”

The peak body for the housing and homelessness sector, Shelter WA CEO Kath Snell, said the announcement was a much needed and welcome 20

step towards addressing the housing crisis in Western Australia.

“We acknowledge this announcement today follows a number of recent initiatives by the Minister, including $23m to deliver 100 homes and support for people sleeping rough, in partnership with Housing Choices, and over $39 million in grants for the community housing sector and local governments to deliver over 158 new social housing homes,” Ms. Snell said.

“Investment of this scale provides certainty to our sector and community and will change lives.”

New Specialist Disability Accommodation and affordable housing coming soon Construction of new Specialist Disability Accommodation (SDA) homes and affordable housing units is underway at Caversham Quarter and in West Busselton in West Australia, in two projects that will enable greater access to inclusive living.

The developments are a collaboration between property developer WAI Group, architect/builder Fortitude Living, and disability accommodation providers Activ Foundation and Community Housing Limited.

Community Housing Ltd Western Australia State Manager Sean Kelly said access to customised supported homes was vital for residents to thrive.

“In many cases, housing options for people living with disabilities are not fit for purpose,” Mr. Kelly said.

“A customised SDA home that meets the individual needs of a person living with disability is fundamental to providing dignity and independence,” he said.

“Like everyone else in the community, people living with disability deserve to have a safe, secure and affordable home that allows them to pursue opportunities and participate in community events and activities.”

L-R: Sean Kelly, CHL WA State Manager; Brooke Draper, ACTIV Foundation Head of Strategic Operations; Paul Stanley, WAI Group, Director; Gianpaolo Crugnale, Fortitude Living, Architect / Builder.

Walking for reconciliation CHL team members joined the WA Reconciliation Walk in the Park during National Reconciliation Week in June. A big shout out to everyone who joined the walk in the spirit of reconciliation.

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update ACHL

Creating impact through art

Art for Tika Tirka

Neighbour Day

To bring lightness and brightness into the residential buildings, Aboriginal Community Housing Ltd Adelaide are developing an art piece for Tika Tirka (Kaurna words for – come/stay, learn).

Aboriginal Community Housing Ltd Adelaide enjoys creating togetherness, bringing harmony through more community events like Neighbour Day. The initiative involved inviting local people in the City of Adelaide, out to the South Parklands. The event is an invitation to engage with some First Nations Karna activities. We enjoyed a smoking ceremony to Welcome people and ward off bad sprits, some boomerang throwing and then we had Middle Eastern inspired food for lunch. We had 20 odd neighbours and everybody had a memorable day.

In this picture we’re looking at the left (or to the East) of the picture is the hills, to the right (or to the West) is the ocean, to the South the lakes the rivers, then upward to the North we’ve got the stars in the milkyway.

This work is so large, it hangs off the back of a ute. This piece represents those elements that are always around us and provide us with life and everything we need.

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Bowling to Help Social Ills It’s important that we’re kind to one another. At Aboriginal Community Housing Ltd, when it comes to community development, it’s useful to understand the need to bring communities together. One of the first activities was simply taking residents bowling.

Why bowling? Well, it’s the remedy to many social ills.

An article written in 1995 by Harvard political scientist Robert Putman called ‘Bowling Alone’ argued that Americans were becoming separated, communities were being splintered. Bowling leagues were disappearing despite more people playing, reflecting a deep fracturing of American Society.

Today when we look at social media combined with the worldwide pandemic it’s easy to see how a lot of people have been able to replace community interaction with their fellow human beings with less

personal online communities. One of the great things about community development is that it’s aimed at building skills, connections and communities.

We really need to build/re-build communities, for instance if Australian First Nations Peoples have been living in sharing respectful communities and are now the most impoverished and incarcerated, how is a 60,000-year-old plus culture going to survive the 21st century. When we go bowling together, we build bonds, eventually and hopefully help create understanding and an awareness of one and other.

Deadly Cheffing Skills The team at Aboriginal Community Housing Ltd Adelaide has been able to develop a cooking programme called Deadly Cheffing Skills.

The programme involves a Mouri chef who assists with the preparation of easy to cook healthy nutritional meals. Additional to that we’re also receiving food from local Cole’s store, through the Second Bite initiative. Where residents are provided free bread, vegetables and fruit.

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Have Your Say 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.

CHL values and appreciates all the customer feedback you have kindly shared with us. Your compliments, insights and feedback are invaluable.

Your information helps guide improvements in not only how we deliver our services to you, but also in ensuring that our policies and procedures are fair and transparent.

Any feedback that you choose to provide, CHL appreciates and aims to resolve any issues in a timely manner.

If you are unsure of where you can send this information, you can lodge your feedback in writing, over the telephone, on our website or in person and have it treated as formal feedback.

Remember you have the right to register a formal complaint when dissatisfied with issues about our service.

Did you know?

You can find information such as our complaints and appeals policies, processes and timeframe guidelines via: • Phoning our staff on 1300 245 468 • Visiting our website on www.chl.org.au • Visiting any one of our office locations (while adhering to that office’s COVID-19 guidelines).

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Repairs and maintenance CHL’s highly trained agents will help to diagnose your repair query and will assess whether your request is an emergency, urgent or a routine repair.

Type of Repair

Description and Timeframe

Urgent Repairs

Consists of those which may cause serious harm towards a person or serious damage to the property e.g. storm, fire damage, gas leak, serious roof leak, a burst water service or sewage blockage and other faults that make the premises unsafe.

Priority Repairs

Consists of those of which may cause serious damage to the property and must be maintained within 24-hours* of filing the request to reduce the risk of it becoming an urgent matter e.g. failure of oven, stove or hot water service.

Normal Repairs

Consists of those which are not threatening to a person or damaging to the property but still need to be repaired within a 21-day timeframe*.

*These timeframes may differ state to state.

For leasehold properties, the landlord is responsible for routine repairs. In most cases, CHL will get urgent work fixed within four hours. The response times to each category may vary depending on where you live.

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.

For any urgent and emergency repairs, you can call us on 1300 424 573 outside of our normal office hours, evenings and weekends. If you need police, fire or ambulance in an emergency, call Triple Zero (000).

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

For more information visit our Maintenance page on our website.

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Household tips Winter is Coming To help you save money and keep yourself warm, here are 10 free things you can do according to the Australian Government Department of Climate Change, Energy, the Environment and Water: 1. Dress for the season Put on some warmer clothes before you crank up the heating. Each additional degree of heating can add between 5% and 10% to your energy use.

2. Shut the door on wasted energy Heating the entire house can be costly. Shut the door to areas you aren’t using (like bathrooms, or the bedrooms during the day). Only heat the rooms you’re using and save on energy and cost.

Remember to regularly clean your heaters including the filters, fan blades or vents so they perform at their best.

3. Turn it off Avoid heating your home unnecessarily. Turn off your heaters before going to bed and when you’re leaving the house. Many appliances continue to draw stand-by power even when switched off.

This can account for up to 3% of your total energy costs. Turn off appliances not in use (such as TVs, computers and consoles) at the power point.

4. Use ceiling fans effectively Reversible ceiling fans can complement your heating by helping to disperse hot air around a room. Warm air rises and collects in a layer just underneath the ceiling. If your ceiling fan has a reversing switch, use it to circulate warm air throughout the room.

5. Let the sun shine in Solar panels may not be suitable for every home and budget. But you can still use the free heat from the sun. Open your curtains when the sun is shining and close them before it gets dark.

6. Don’t use the shower to warm up Heating your hot water can account for over 20% of your household energy use. Try to avoid the temptation of using the shower to get warm. Aim for a 4-minute shower.

7. Use a ‘solar’ clothes dryer Clothes dryers are very convenient—but remember you’re paying for this convenience. Try using your clothes dryer less often. Use free energy from the sun and the wind to dry your clothes if you can. If you 26

don’t have a clothes line you can put clothes racks out in the sun and fresh air. Or you could dry clothes indoors on a rack when the heater is already on.

8. Shop around and switch to save Don’t assume your current energy provider is offering you the best deal available. Look at government price comparison websites to check which provider has the best rate. You can also contact your current provider to ask them if there’s a better deal, they could put you on right away.

Most people can compare electricity and gas offers on the Energy Made Easy website. If you live in Victoria, visit Victorian Energy Compare.

9. Waste not, want not In Australia we waste a third of the food we buy. Food waste can cost Australian households thousands of dollars a year. This food ends up in landfill where it produces methane, a greenhouse gas that is particularly damaging to the environment.

Much of the food waste comes from poor planning.

Use shopping lists. Check your pantry and fridge before heading to the shops.

10. Include active transport choices Swapping short car trips for walking or cycling can save money. It can also keep you fit during the winter months. You’ll save on petrol, maintenance and potentially the upfront cost of buying a car (or a second car).

Sourced from www.energy.gov.au

FOOD CORNER RECIPE OF THE MONTH

Sausage, parsnip and fennel pithvier Serving: 4

Prep: 20 minutes

Cook: 40 minutes

Total: 1 hour

Ingredients • 2 frozen butter puff pastry sheets, partially thawed, cut into 20cm discs • 5 pork sausages, cases removed • 1 parsnip, peeled, thinly sliced (used a mandoline) • 1 baby fennel, trimmed, thinly sliced (used a mandoline) • 3 sage sprigs, leaves picked, chopped • 40g unsalted butter • 1 egg, lightly beaten • ½ tsp fennel seeds • Mixed salad leaves, to serve • Onion jam • 1 tbs olive oil • 1 red onion, thinly sliced • 2 sage sprigs, leaves picked and chopped • 2 tbs brown sugar • 2 tbs balsamic vinegar

Method 1. For the onion jam, heat oil in a saucepan over medium heat. Add onion and sage. Cook, stirring occasionally, for 8 minutes or until golden. Add sugar, vinegar and ¼ cup (60ml) water. Bring to a boil, reduce heat to low and simmer for 5 minutes or until thick.

2. Preheat oven to 200°C. Line a large ovenproof tray with baking paper.

3. Place a pasty disc onto lined tray. Spread onion jam over base leaving a 2cm border. Keeping within the border, cover with sausages laid out in a spiral. Top with parsnip, fennel and sage. Dot with butter and season.

4. Brush pastry border with egg wash. Carefully place the second piece of pastry over the top, pressing out excess air. Pinch edges to seal. Using a sharp knife, make a small air hole in the centre of the pithivier. Score the pastry by gently running the knife in a slight curve from the centre to edge, making sure not to cut through the pastry.

Repeat pattern around entire pithivier. Brush with remaining egg wash.

5. Scatter with fennel seeds. Place in oven and bake for 20-25 minutes or until golden and puffed.

6. Serve with mixed salad leaves.

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

Sourced from www.delicious.com.au

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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 Phone: 1300 CHL HOUSING (1300 245 468) Website: www.chl.org.au @communityhousinglimited @chlgroup @chlgroup @community-housing-group @communityhousinglimited 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