Performance Report

This Performance Report contains information on the performance of this registered housing agency for the 2020-21 Financial Year. Included in this report are results against Key Performance Measures (KPMs) with a comparison of the average results from similar housing associations or housing providers. This information is published on the ‘Register of Housing Agencies’ (the Public Register) for each financial year from 2019-20 onwards. Please refer to the accompanying document, Performance Report Explained, for definitions of the terms used in this report. The Performance Report Explained document also includes information on the KPMs and how they may be influenced by external factors outside of a registered agency’s control.
The Housing Registrar annually assesses registered agencies under the Housing Act 1983 (Vic) and Performance Standards. As part of this process, KPM results for each financial year are collected and published in this report. Separately, the Housing Registrar publicly reports on the compliance outcomes against Performance Standards for each registered agency (including an Executive Summary) and any regulatory intervention by the Housing Registrar exercised under Division 8 of the Housing Act. This information is also available on the Public Register.
For the 2020-21 financial year, the Housing Registrar acknowledges the significant additional resources and services that registered agencies invested during the reporting period to protect the safety of staff and renters in response to risks associated with the COVID-19 pandemic. This public health crisis impacted each registered agency in different ways, and this has affected the degree to which data can be meaningfully compared across the sector due to differences in registered agency size, service offerings as well as housing density and location of housing stock. For example, some organisations left a proportion of homes vacant in high-density buildings due to health advice that such measures were necessary to reduce infection risks. For those organisations the KPM data for average days to re-let properties may be higher than the average of other organisations despite applying an efficient and proactive approach to vacancy management. Similarly, KPM data on rent collection, maintenance and tenant satisfaction may have been impacted by the pandemic.