Building a dynamic housing model for a mobile workforce Brett Jorgensen, General Manager, Property and Tenancy Services
Brett Jorgensen - Defence Housing Australia - Building a dynamic housing model for a mobile workforce
Jan 20, 2015
Brett Jorgensen delivered the presentation at the 2014 ADM Defence Housing Australia Summit.
The 2014 ADM Defence Housing Australia Summit had a theme and focus on ‘Supporting the defence community with an accommodating housing model’ and examined: the current management of the defence property portfolio, Australian housing economics, effective procurement modelling, community and family engagement with defence, efficient logistics co-ordination and the future of defence housing in Australia.
For more information about the event, please visit: http://bit.ly/defence14
The 2014 ADM Defence Housing Australia Summit had a theme and focus on ‘Supporting the defence community with an accommodating housing model’ and examined: the current management of the defence property portfolio, Australian housing economics, effective procurement modelling, community and family engagement with defence, efficient logistics co-ordination and the future of defence housing in Australia.
For more information about the event, please visit: http://bit.ly/defence14
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Transcript
Building a dynamic housing model for a mobile workforce Brett Jorgensen, General Manager, Property and Tenancy Services
Outline
• About DHA • DHA model • Role of Property and Tenancy Services • Timeline
• Housing allocation • Property and Tenancy • Contractors • Investors
• Innovation and technology
About DHA
• Provide housing and related services to Defence members and their families
• Shareholder Ministers • Minister for Defence • Minister for Finance and Deregulation
• DHA is a GBE • DHA pays taxes and dividends • 2012-13 revenues exceeded $1 billion • Managed property portfolio valued at $10 billion
1,000 properties
1,000 properties
Additions Handed back or sold
Property and Tenancy Services
• Allocate houses and single member on-base accommodation
• Administer Rent Allowance • Property management • Maintenance • Tenancy management • Investor lease – extensive DHA
Property Care services
Property and Tenancy Services 18,500 properties
• 18,500 properties • 15,500 members housed • 12,500 properties owned by
DHA investors under lease • Tenants relocate average
every 2-3 years • 7,000 change of tenancies
per year
Overview - Property and Tenancy Services
Maintenance Contact Centre
PROPERTY & TENANCY NETWORK
Regional Housing Specialist
LIA Contact Centre
Regional Offices
Contractor Panel
NATIONAL HOUSING NETWORK
Housing Contact Centre
Property Managers
Pre application for relocation Vacancy
Property listed via Online Services
Property future vacancy
Pre vacation inspection
Ready house process
Welcome visit Maintenance
Posting order
Property investment program
(sale and leaseback)
Property Manager mobile device
Residential Maintenance Services Contractor mobile smart app
Investor
New tenant lockdowns property
Defence tenant posting order
Periodic inspection
Maintenance
The Defence family experience
Technology
Housing
Contractor
Repairs and Maintenance
Investor Tenancy
Property Manager
Device
Online Services
Pre application for relocation Vacancy
Property listed via Online Services
Property future vacancy
Pre vacation inspection
Ready house process
Welcome visit Maintenance
Posting order
Property investment program
(sale and leaseback)
Property Manager mobile device
Residential Maintenance Services Contractor mobile smart app
Investor
New tenant lockdowns property
Defence tenant posting order
Periodic inspection
Maintenance
Housing allocation
• Defence members housed within their entitlement: 1. In their own home 2. In a Service Residence 3. In the private rental
market via Rent Allowance
4. In on-base rooms/DHA MCA units or Rent Allowance (for single members)
Housing allocation – a year on year event
Housing allocation – a new service delivery model
• Two new Housing Contact Centres
• Regional Housing Specialist in regional offices
• LIA Booking and Allocation Services Contact Centre
Innovation and technology – Housing allocation
Pre application for relocation Vacancy
Property listed via Online Services
Property future vacancy
Pre vacation inspection
Ready house process
Welcome visit Maintenance
Posting order
Property investment program
(sale and leaseback)
Property Manager mobile device
Residential Maintenance Services Contractor mobile smart app
Investor
New tenant lockdowns property
Defence tenant posting order
Periodic inspection
Maintenance
Property and Tenancy
Property and Tenancy – a snapshot
• Over 130 staff across 19 locations
• 50,000 property inspections
• Between 90-95% customer service satisfaction
• 7,000 properties per year prepared for a new tenant
Innovation and technology - Property and Tenancy
Tenants – a snapshot
• Communication via SMS, email and Online Services
• Mobile technology • Delegation of access
to Online Services
Innovation and technology - Tenants
Innovation and technology - Tenants
Pre application for relocation Vacancy
Property listed via Online Services
Property future vacancy
Pre vacation inspection
Ready house process
Welcome visit Maintenance
Posting order
Property investment program
(sale and leaseback)
Property Manager mobile device
Residential Maintenance Services Contractor mobile smart app
Investor
New tenant lockdowns property
Defence tenant posting order
Periodic inspection
Maintenance
Contractors
Contractors – a snapshot
• Maintenance Contact Centre 120,000 calls per year • 24/7 emergency maintenance • 90% of emergency maintenance completed in 24 hours • More than 80% of routine maintenance items
completed in 14 days or less • 95% satisfaction rate with completed maintenance
RMS Tender releases
Trade Group 1 (RFT completed and implemented 1 July 2014)
Asbestos Gu.er Cleaning Sprinkler Services
Blind Cleaning Landscaping Services Tree Surgery
Floor Cleaning Pain?ng Waterproofing
Floor Covering Property Cleaning Window Furnishings
Grounds Maintenance Smoke Alarm Maintenance
RMS Tender releases
Trade Group 2 (anticipated release January 2015 via AusTender)
Air-‐condi?oning Electrical Plumbing Roof
Alarm Security Gas Hea?ng Specialist Plumbing Sanitary
Appliance Electrical Hot Water Service Pool Maintenance
Appliance Gas Plumbing Gas TV Antennas
Please note: these are subject to change without no4ce
Trade Group 3 (anticipated release January 2016)
Please note: these are subject to change without no4ce
Cabinet Maker Garage Doors Screens
Carpentry Glazing Tiling Ceramic
Builder Carpenter Locksmith Roof Tiling
Fencing Pest Control
RMS Tender releases
Innovation and technology - Contractors
Pre application for relocation Vacancy
Property listed via Online Services
Property future vacancy
Pre vacation inspection
Ready house process
Welcome visit Maintenance
Posting order
Property investment program
(sale and leaseback)
Property Manager mobile device
Residential Maintenance Services Contractor mobile smart app
Investor
New tenant lockdowns property
Defence tenant posting order
Periodic inspection
Maintenance
Investors
Investors – a snapshot
• More than 12,500 DHA investors • Property management services include:
• Regular inspections • All maintenance • Bill paying service • Rent paid monthly including when vacant • Annual rent valuation
• Online Services • 96% investors are satisfied with the services provided
by DHA
Innovation and technology - Investors
Innovation and technology
• High quality Property and Tenancy Services
• Focus on delivery through technology
• Innovation that maximises the benefits for all stakeholders
Final thoughts
Any ques?ons?
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