Teacher housing tenants have their say

By Craig de Plater

A recent survey of teacher tenants offers valuable insight into the effectiveness of the services provided by the Teacher Housing Authority (THA) and its external managing agents.

As part of the survey, the THA also took the opportunity to canvass opinions about the housing allocation policy and the concept of introducing a rental bond for teachers.

Based on marketplace experience, the response to the survey was high, with 409 out of 1178 questionnaires (35 per cent) returned.

In terms of overall satisfaction, 81 per cent of respondents rated the THA as "Terrific" -- "OK" on a seven point Likert scale. However, only 61 per cent gave the same rating to their managing agent. The areas of greatest concern to tenants relate to the response from agents to requests for minor maintenance work and the lack of follow up action by the agent regarding satisfactory completion of the work. About one third of respondents also expressed concerns about some aspects of their accommodation, particularly in relation to security and heating/cooling.

Most respondents believe that the THA's allocation policy should continue to focus on maximising the use of available accommodation. The survey results also show that 56 per cent of respondents agree that teacher tenants should be required to pay a rental bond.

The THA acknowledges that the survey raises significant issues requiring attention. Many of these are already being addressed as a result of the Working Party on Teacher Housing review undertaken in 2002, at the direction of the Education Minister. Some of these initiatives include:

• commencement of a program to formally review the services of managing agents every two years;
• establishment of a manager planning and liaison position in early 2003 to improve communication between the THA and its tenants;
• a recent structural review, establishing two additional positions involved in frontline service provision; and
• enhancement of the existing complaint handling system to facilitate follow up and dealing with complaints.

The THA is currently identifying instances where significant or repetitive complaints against managing agents were made in the survey and these matters will be taken up with the agents concerned.

A Working Group (with representation from the THA Board, NSW Teachers Federation and housing representatives) has been established to develop discussion papers about the housing allocation and rental bond issues. The discussion papers will be circulated to interested parties for comment before the new policies are implemented.

The existing policies relating to accommodation standards, with particular emphasis on dwelling security, heating and cooling will be reviewed during 2004.

The THA wishes to thank the tenants who took the time to complete the survey. It was an invaluable exercise that enables the THA to focus on improving the overall service to teachers. Tenant surveys will be undertaken on a regular basis by the THA.

A copy of the tenant survey report can be found on the THA website at www.tha.nsw.gov.au.

Craig de Plater is General Manager of the Teacher Housing Authority. The contact details for the THA are phone (02) 9260 2000 or 1300 137 343; fax (02) 9261 4227 or email thastaff@tha.nsw.gov.au.

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May 2004 contents