Purpose 1: Housing solutions for ADF members and their families
Provide housing solutions to ADF members and their families in accordance with contractual arrangements with Defence. Housing solutions include the provision of:
- housing for Members with Dependants (MWD) in accordance with the Services Agreement
- housing for Members without Dependants (MWOD) and Members with Dependants (Unaccompanied) (MWOD(U)) in accordance with the Member Choice Accommodation (MCA) Agreement
- a booking and allocations service for on-base Living-in Accommodation (LIA).
Table 3.2: Purpose 1, KPI 1 result
KPI 1: Properties provisioned for Defence (MWD) | ||
Corporate Plan target 17,269 properties | Achievement 16,900 properties | Result
|
As at 30 June 2017 we had provisioned 16,900 MWD properties, which represents 97.9 per cent of the Corporate Plan target. The negative variance of 369 properties was not unexpected. In the first half of 2016–17, we recognised that de facto Rent Allowance (RA)10was distorting Defence’s forecast of MWD demand for a service residence (SR) and was contributing to us having higher than desirable property vacancy rates in some locations. We presented this information to Defence as part of our draft provisioning schedule in December 2016. Following further analysis and discussion, both parties agreed to apply a discount to the housing demand advised in the Defence Housing Forecast (DHF). As part of this discount, we removed a substantial portion of the housing requirement for members receiving de facto RA as they were considered suitably housed. Our provisioning target was reduced to 16,907 properties in the provisioning schedule Defence approved in March 2017 (which forms our contractual KPI). This revised forecast also formed the basis of our Corporate Plan 2017–18. Refer to the detailed report on performance for more information. | ||
10In accordance with Defence policy, when a MWOD recognises an interdependent partnership (de facto) their categorisation changes to MWD and they become eligible for a service residence (SR). We found that many of these members were choosing to remain in private rental accommodation and receive RA (i.e. referred to as de facto RA). This may be due to a range of factors, but most likely because they are not entitled to a Commonwealth-funded move. Under our contract with Defence, we have limited ability to make members occupy a vacant SR.
Table 3.3: Purpose 1, KPI 2 result
KPI 2: Properties provisioned for Defence (MCA) | ||
Corporate Plan target 1,280 properties | Achievement 1,217 properties | Result
|
As at 30 June 2017 we had provisioned 1,217 MCA properties, which represents 95.1 per cent of the Corporate Plan target. The negative variance of 63 properties was largely due to our inability to acquire suitable properties in selected locations (refer to Purpose 3 for more information). The result does not reflect the outstanding results we achieved in relation to the MCA portfolio in 2016–17, including 25.4 per cent portfolio growth and the delivery of our 1,000th MCA property. Refer to the detailed report on performance for more information. | ||
Table 3.4: Purpose 1, KPI 3 result
KPI 3: Members satisfied with their service residence (SR) | ||
Corporate Plan target >80% | Achievement 87.3% | Result
|
Annually, we survey MWD (or their partner) who have lived in their SR for more than 12 months to measure satisfaction with housing. In 2016–17, 87.3 per cent of 2,481 participants were satisfied with their current SR. This result is statistically similar to that achieved in 2015–16. Results for the past five years have consistently been above the target rate of 80 per cent. Refer to the detailed report on performance for more information. | ||
Table 3.5: Purpose 1, KPI 4 result
KPI 4: Members satisfied with overall customer service | ||
Corporate Plan target >80% | Achievement 93.3% | Result
|
On a rolling quarterly basis, we survey MWD (or their partner) who have relocated into or from a SR to measure satisfaction with their DHA customer service experience. In 2016–17, 93.3 per cent of 3,304 participants were satisfied with their customer service experience. This is similar to results achieved over the past five years. Refer to the detailed report on performance for more information. | ||
