Property and tenancy management
Objectives
- Housing supplied and managed effectively to meet Defence requirements
- Information technology solutions that enhance the business and customer service
- Enhanced customer service
| Key performance indicator | 2012–13 target | 2012–13 achievement |
|---|---|---|
| Defence member satisfaction with completed maintenance | 80% | 95% |
| Defence member satisfaction with overall customer service | 80% | 92% |
| Maximising pre-allocation (rolling 12 month average) | 75% | 93% |
Major outcomes
- Supplied 17,507 dwellings, housed 15,742 Defence families and administered Rent Allowance (RA) for a further 3,372 Members With Dependants (at 30 June 2013).
- Administered the payment of RA to a monthly average of 11,100 Members Without Dependants or Members With Dependants (Unaccompanied) (singles).
- Increased the off-base singles portfolio to a total of 240 apartments across Darwin, Brisbane and Canberra.
- Achieved a pre-allocation rate of 93% (member chooses home in new location before departing old), reducing posting stress and costs for Defence.
- Achieved average monthly vacancy rate of 7.7% for DHA-owned and leased housing compared to 8% in 2011–12.
- Achieved average monthly vacancy rate of 5.1% for Defence-owned off-base houses, marginally above the Services Agreement figure of 5%.
- Achieved monthly average of 96.7% of housing contribution and RA payment notifications to Defence within a ten-day period compared to a target of 95%.
- Achieved a completion rate for routine maintenance of 88.9% within 15 days compared to a Services Agreement target of 80% completed within 28 days (the completion rate within 28 days was 97%).