Property and tenancy management
Objectives
- Housing supplied and managed effectively to meet the Defence Housing Forecast;
- Information technology solutions supporting business capabilities;
- Enhanced customer service experience and perceptions.
| Key performance indicator | 2011–12 target | 2011–12 achievement |
|---|---|---|
| Defence member satisfaction with completed maintenance | 80% | 94% |
| Defence member satisfaction with overall customer service |
80% | 92% |
| Maximising pre-allocation (rolling 12 month average) |
75% | 94% |
Major outcomes
- Supplied 17,471 dwellings, housed 15,694 Defence families and administered Rent Allowance for a further 3,525 Members With Dependants (at 30 June 2012).
- Administered the payment of Rent Allowance to a monthly average of 11,600 single Defence members or Members With Dependants (Unaccompanied).
- Increased the off-base singles portfolio to a total of 181 apartments across Darwin, Brisbane and Canberra.
- Achieved a pre-allocation rate of 93.5% (member chooses home in new location before departing old), reducing posting stress and costs for Defence.
- Achieved average monthly vacancy rate of 8% for DHA-owned and leased housing compared to 8.9% in 2010–11.
- Achieved average monthly vacancy rate of 3.3% for Defence-owned off-base houses, against a target of 5% and compared to a figure of 6.3% in 2010–11.
- Achieved monthly average of 99.3% of housing contribution and Rent Allowance payment notifications to Defence within a ten day period compared to a target of 95%.
- Achieved a completion rate for routine maintenance of 82% within 15 days compared to a Services Agreement target of 80% complete within 28 days (the completion rate within 28 days was 97%).