The registered agency provides safe, secure and affordable housing, managed in accordance with requirements of the Residential Tenancies Act 1997 (RTA). Requested information Up to date tenancy management policy and procedures eg. rent setting, complaints, evictions Performance against performance standards Supporting tenant and resident engagement; The registered agency involves tenants and residents in the planning and delivery of housing services in a variety of accessible ways. Requested information Up to date tenant engagement policies and procedures Community engagement strategy or similar document that details how the agency involves tenants in the planning and delivery of services Performance against performance standards May be requested Records of tenant engagement/initiatives and outcomes Newsletters The registered agency promotes appropriate opportunities for tenants and residents to be involved in their community. Requested information Up to date tenant engagement policies and procedures eg. sign up procedure Community engagement strategy or similar document that details how the agency promotes opportunities for tenants to be involved in their community Performance against performance standards May be requested Copies of any communication to tenants of opportunities to be involved in the community Tenancy packs
Where any aspect of the management of the registered agency’s business or functions is outsourced, the registered agency ensures that the entity to which the business or functions are outsourced complies with these performance standards and with the registered agency’s policies to the extent they apply to the business or functions outsourced. Requested information Up to date copies of board policies eg. outsourcing of agency business, procurements, managing conflict of interest Performance against performance standards May be requested Outsource agreements (identified through engagement with agencies) Contractor induction procedure Ensuring effective, transparent and accountable arrangements and controls are in place for decision making to give effect to strategic, operational, financial and risk plans. The registered agency operates in accordance with a code of governance, consistent with the ASX Corporate Governance Principles, including in relation to: the roles and responsibilities of the governing body and sub-committees; decision making processes; managing conflicts of interest; internal business compliance; and the selection and performance of the Chief Executive Officer. Requested information Current schedule of delegations Business plan Up to date governance, policies and procedures eg. conflict of interest, decision making, ensuring internal compliance, selection and appraisal of CEO Risk register and management plan (HAs) Up to date board structure and associated committees* Terms of reference for board sub committees where they exist May be requested Conflict of interest register or record Board and sub-committee papers Risk register and management plan (HPs) *Note Independent chairperson (non-employee of the provider or affiliated entities)
Performance Outcome 5: Probity The registered agency maintains high standards of probity relating to the business of the provider, specifically in relation to the following. Performance Requirements Performance Indicators Evidence sources to demonstrate compliance Establishing and administering a code of conduct. 1. The registered agency has a code of conduct designed (or is supported by additional policies and procedures) to ensure it maintains high standards of probity, including in relation to: whistle blowing; conflict of interest; gifts and hospitality; procurement; preventing exploitation of knowledge or information about the affairs of the agency for personal financial gain; observing the confidentiality of the registered agency’s business transactions and the privacy of individuals dealing with the registered agency; Requested information Up to date code of conduct Up to date probity policies and procedures where there has been significant change May be requested Conflict of interests register or records Gift register or records Records of relevant governing body and staff training Procurement records
The registered agency has privacy policies that comply with the Information Privacy Principles contained in the Information Privacy Act 2000 and has strategies to ensure that tenants privacy is maintained with respect to disclosure within the registered agency and to third parties. Requested information Up to date privacy policies • Reportable event notification where privacy has been breached or is alleged to have been breached May be requested Privacy brochure Reports on outcomes of internal investigations conducted by an agency The business plan identifies: a) strategies to sustain, expand and develop its housing portfolio including leverage on its portfolio through such avenues as private investment, philanthropic agencies, and local government participation; b) strategies to optimise rent collection and recovery; and c) a plan for continuous improvement of its functions and services. Requested information Business plan Performance against performance standards Performance against business plan Asset management plan (agencies with responsibility for maintenance) May be requested Quality improvement plan The business plan is reviewed as required by the Registrar. Requested information Business plan Performance against business plan Performance against performance standards The registered agency meets mandatory verifiable measures of performance as agreed with the Registrar. Requested information KPM's submitted by 31 August each year Financial performance report
The registered agency has policies and strategies to minimise prolonged vacancies in housing stock and loss of rental income. Requested information Up to date tenancy management and assets management policies eg. vacant maintenance, managing insurance claims and abandoned goods Tenancy Management KPMs eg. turnaround times, void loss Financial performance report Half yearly financial reports where required Audited financial accounts Performance against performance standards Asset management plan (agencies with responsibility for maintenance) The registered agency submits financial and other reports relevant to its ongoing viability and business operations in the form and reporting timeframe determined by the Registrar. Requested information Financial performance report Half yearly financial reports where required Audited financial accounts Performance against performance standards Reportable event notification relating to ongoing financial viability which may have an impact on an agency’s ongoing viability