Our Tenants at the Newcastle Christmas Picnic

About Home in Place

Home in Place is one of Australia’s largest non-government social housing providers with over 35 years experience in providing secure and affordable housing, as well as delivering housing products for disadvantaged people who have difficulties sourcing adequate housing.

Home in Place provides tenancy and/or property management for over 7600 social and affordable housing properties in New South Wales, Queensland and New Zealand. In addition, Home in Place manages the tenancy of 103 Disability Group Homes in New South Wales, delivering high-quality disability respite and accommodation services. As part of Home4Life, and through the Hunter Residences project, we built 69 Specialist Disability Accommodation properties to transition 345 residents out of institutions.

Home in Place is an enterprising and socially committed not-for-profit organisation that undertakes all aspects of tenancy and property management, including allocations and wait-list management and have extensive experience in providing tailored tenancy services and tenant development initiatives.

As a geographically dispersed organisation, Home in Place has worked hard to contribute to our local communities and neighbourhoods through a number of ongoing programs and individual projects.

Home in Place manages social housing in a similar manner to state government provided social housing, with operations regulated by the national community housing performance based registration system. Home in Place is registered under the National Community Housing Regulatory System (NCHRS) as a Tier 1 provider, and holds a full certificate of accreditation under the National Community Housing Standards.

The Home in Place Journey

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  • 1985 – Established as Newmacq Community Housing, managing 92 properties in Newcastle and Lake Macquarie.

  • 1996 – One of the first 20 NSW community housing providers designated ‘growth association’ under the Community Housing Strategy.

    • 2007 – Changed name to Compass Housing Services. Expanded to Upper Hunter.
    • 2008 – Established operations in Broken Hill.
    • 2010 – Established operations on the Central Coast and in the Central West (Dubbo).
    • 2010 – Acquired The Meeting Place community hub on Central Coast.
    • 2012 – Established the Grow a Star program to provide scholarships and mentoring for a young community housing tenants to realise their academic, sporting or artistic potential
    • 2014 – Registered under the new National Regulatory System for Community Housing as a Tier One (highest level) provider.
    • 2014 – Merged with 4Walls Housing to establish operations in South East Queensland.
    • 2015 – Established operations in New Zealand.
    • 2015 – Commenced its first community development project in Vanuatu.
    • 2016 – Awarded special consultative status with the United Nations Economic and Social Council. Participated in UN Habitat lll Conference on Housing and Sustainable Urban Development. Promotes the resultant New Urban Agenda in the Asia Pacific by organising two international conferences and participating in other UN summits.
    • 2016 – Created the Towards a National Housing Strategy document with other housing providers and housing experts which has morphed into the national Everybody’s Home
    • 2016 – Created the 123 Community Hub in Broken Hill.
    • 2017 – Established the Homes for Life consortium with BlueCHP to build and manage 69 new specialist disability homes for residents transferring out of institutional care.
    • 2017 – Registered as a Specialist Disability Accommodation (SDA) provider with the National Disability Insurance Scheme (NDIS) for NSW, Queensland, Victoria, ACT, Northern Territory, South Australia and Tasmania.
    • 2018 – Expanded into Sydney via a tender to manage 335 social and affordable properties.
    • 2019 – Expanded into NSW mid North Coast (Taree) and gained more properties in the Hunter as part of the NSW Government’s Social Housing Management Transfer.
    • 2019 – Awarded Gold partner status in the NSW Government Sustainability Advantage Program. Aligned its operations to the UN Sustainable Development Goals (SDGs).
    • 2021 – Delivered 493 new social and affordable homes across the Hunter and Central Coast in partnership with NSW Government bringing total portfolio to more than 7600 dwellings.
    • 2022 – Changed trading name to Home in Place.

Our Vision, Mission and Values

Our VISION

That all people have appropriate and affordable shelter and are engaged in sustainable communities.

Our MISSION

As a leader, our mission is providing homes, empowering people, connecting communities and influencing the future.

Our VALUES

  • At Home in Place we are building a better future by sharing responsibilities and the opportunities and respecting the individual and their community

  • At Home in Place we firstly rely on the integrity, honestly and goodwill of our staff, stakeholders, and partners supported by our policies, processes and technology

  • At Home in Place we dare to think big and work to achieve our shared mission.

  • At Home in Place each of us is responsible for our words, our actions and our results and collectively focus on our values, mission and plan.

  • At Home in Place we achieve our mission by challenging the status quo and collectively always working for better.

  • At Home in Place we contribute to sustainable operational & environmental solutions through responsible actions, respect, advocacy and a focus on the long term.

  • At Home in Place we are all determined to achieve our mission & encourage and support results that are motivated by decisions and behaviours that reflect our values.

  • At Home in Place our best results are achieved when we work together with honesty and respect.

Client Service Charter

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Our Client Service Charter provides for exceptional standards of service, the expectations of the organisation upon its staff in fulfilling their duties and adhering to our company values in relation to client service provision.

  • Home in Place will treat our service users, partners, and stakeholders with empathy, respect, cooperativeness and diligence.

  • This Client Service Charter guides Home in Place’s commitment with our clients. We value our clients and have introduced this charter as an expression of our firm commitment to providing a high standard of service, providing greater detail of Home in Place’s values and ensuring consistency and sustainability in service delivery.

  • Home in Place actively pursues the highest level of service standards in the provision of housing to our clients. Our services are administered in accordance with Home in Place policies and procedures. We monitor and review our performance consistent with our commitment to the continuous improvement of the service we provide.

    It is the expectation that all managers and staff will actively pursue the consistent provision of a high calibre of client service to our clients and excel in this area.

    1. Home in Place staff will give respect to all inquirers and clients and approach each enquiry with diligence, courtesy and empathy. Home in Place staff will demonstrate fair, ethical and professional behaviour with their dealings with inquirers and clients.
    2. Home in Place staff will display objectivity and unbiased attitudes in their decision making with our clients, and will provide reasons for any decision we make Home in Place staff will be positive and helpful to our inquirers and clients, and will endeavour to provide accurate advice, and answer inquiries in a timely manner.
    3. Home in Place staff will ensure to respect our clients privacy and confidentiality.
    4. Home in Place staff are entitled to and can expect to be similarly treated and will reserve the right to disengage with any inquirer or client who is excessively harsh, accusative, belligerent or hostile.
    5. All managers and staff are required to be strong on demanding a high degree of client service from their colleagues and pursue excellence in the area of client service provision.
    • Treating our staff and contractors honestly, fairly and with courtesy is an obligation under your tenancy agreement. Being mindful that we are required to administer policy within our guidelines, as well as those set by Housing NSW Telling us if your personal circumstances change at any time so that we can keep your personal information accurate, complete and up-to-date. Allowing reasonable access to your home for staff and contractors when inspections or maintenance is scheduled.
    • Abiding by the Complaints and Appeals procedures in bringing such matters to our attention for review and action.
    • Endeavouring firstly to contact the proper Home in Place office or officer that relates to your inquiry/ies, if known.
    1. Any client who contacts any Home in Place office or employee, by phone or in person, will be offered the appropriate assistance so their inquiry is dealt with as close to the initial point of contact as possible. Employees are to ensure one of the following procedures is followed;
      – Inquiry is addressed at initial point of contact,
      – Client is connected with an employee capable of addressing the inquiry,
      – If no employee capable of addressing the inquiry is available, a message should be taken and forwarded to the relevant employee for action,
      – If necessary an appointment is scheduled, and
      – Only in exceptional cases should the client be given another number to call or told to go to another office.
    2. In the event a client arrives without an appointment and a relevant employee is unavailable, an appointment will be scheduled for a convenient time.
    3. Messages will be returned by a relevant employee on the day they were left wherever possible, and no later than the next working day.
    4. Employees are responsible for ensuring that, during any planned periods of absence longer than one working day, relevant voicemail and email automatic replies are updated to provide clients with information about the duration of the absence and who to contact in the interim.
    5. Supervising and facility managers will ensure that office messages are checked during periods of extended absence.
    6. All clients, being tenants/residents, will be offered a contact person, or a specific tenancy relations officer, who handles general inquiries and triaging issues. Any changes to that arrangement should be notified to the tenants/residents at the first practicable opportunity.
    7. The benchmarks of the complaints and appeals system are to be strictly adhered to.
    8. All departmental and branch meetings will have a permanent agenda item – ‘Excellence in Client Service’ and promote continuous improvement in this area
  • If you find you are dissatisfied with the service we have provided, we encourage and appreciate your feedback.

    Your feedback, and any compliments or complaints, provide us with an opportunity to improve our service to you, and it’s nice to know when you think we have done a great job.

    Consistent with our commitment to continual improvement, we will review our Client Service Charter regularly. We encourage input and feedback on the Charter from our clients, staff and other key stakeholders.

Our 2020-30 Strategic Plan

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Download our 2020-30 Strategic Plan below.

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