Purpose 2: Property, tenancy and investor management
Provide housing allocation and tenancy management services to ADF members and their families, and property management services to investors. Establish leases through the property investment program, extend existing leases and, where required, negotiate new leases to meet provisioning requirements.11
11We used the terms ‘lessor’ and ‘Sale and Leaseback program’ in our Corporate Plan 2016–17 and SCI. During the year, this terminology changed to ‘investor’ and ‘property investment program’. ‘Investor’ and ‘property investment program’ is used throughout this statement and report.
Table 3.6: Purpose 2, KPI 5 result
KPI 5: Members satisfied with completed maintenance | ||
Corporate Plan target >90% | Achievement 95.9% | Result
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On a rolling quarterly basis, we randomly survey MWD (or their partner) who have had maintenance works undertaken at their SR to determine whether it was completed to a satisfactory standard. In 2016–17, 95.9 per cent of 8,079 surveyed tenants were satisfied with the overall service. This is similar to results achieved over the past five years. Refer to the detailed report on performance for more information. | ||
Table 3.7: Purpose 2, KPI 6 result
KPI 6: Investors satisfied with overall customer service | ||
Corporate Plan target >90% | Achievement 94.6% | Result
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We undertake surveys to measure investor satisfaction at various stages of their lease term, including post-purchase (where the property was purchased via our property investment program), during the lease and when the lease ends. The largest of these is the annual investor survey which measures satisfaction with customer service and aspects of property management. In 2016–17, 94.6 per cent of 926 respondents indicated that they were satisfied with their overall customer service experience. This result is statistically similar to that achieved in 2015–16. Refer to the detailed report on performance for more information. | ||
