Compliant, regulated, responsible

Through our corporate services and risk area, HHS ensures it meets its regulatory requirements with a view to achieving exceptional standards. This year we engaged an external partner on our risk assurance journey to embed a mature and consistent risk culture throughout the organisation.

A framework for a two year program of work has been developed which will focus on our processes across risk governance, assessment, alerting, culture, transformation and clients. Early successes include strengthening a whole of enterprise risk assessment for tenders and projects and a risk awareness program for all employees. Early this year the Board approved their new three year Internal Audit program, starting with foundational issues and transitioning to a continuous improvement business environment. HHS met all compliance obligations in 202122. We completed our triennial Department of Families Fairness and Housing (DFFH) accreditation audit against the Human Services Standards in October last year, a result of the work over many years to shift our focus from risk compliance to risk assurance. Additionally, we passed a re-certification audit for ISO55001 - Asset Maintenance with no non-conformances.

Finally, a comprehensive review of incident reports to end March 2022 was undertaken, showing the pandemic lockdowns resulted in a decline in incidents.

Client feedback

Human-centred decision-making requires a continuous and rigorous listening practice to base decisions on and understand the diverse needs of our clients. Our feedback system ensures feedback, complaints and appeals are captured and monitored for response within expected timeframes and client satisfaction. This year the complaints process was included as part of the Board directed audit process which will provide recommendations for further improvement.

Financial Summary

Scan the QR code for the comprehensive financial report for the year 2021/22.

In 2021/22 Haven Home Safe started on a journey of transformation and continuous improvement.

With increasing challenges faced by more people in the community trying to secure affordable housing, we have recognised the need to transform what we do.

In 2021/22 we invested $1.4m in commencing our continuous improvement program. This will ensure we meet our objective of connecting people with housing options and integrated supports so they can find and keep a place to call home, as well as delivering more homes and more supports to vulnerable Victorians through developing partnerships and capacity. Through our continuous improvement program we will achieve our objectives with a focus on clients at the core, excellence in service delivery, resourcing for the future, ensuring certainty in delivery and enhancing our employee experience. Within the continuous improvement environment, HHS has delivered a strong financial result for the year with a total comprehensive income of $76,924,536. This result includes an increase in the Fair Value of our affordable housing portfolio of $57,997,285 bringing the total portfolio to $448m. Total assets now stand at $485,586,246 and net assets of $401,911,339. Grant funding increased 36% with the rollout of the Victorian Government’s Homelessness to Homes program as well as additional support funding to assist our clients and renters facing hardship due to the COVID-19 pandemic. HHS rental income remained steady at $17.8m (2021 $17.7m). Looking forward, HHS will continue to invest and enhance partnerships and business opportunities with a mix of government and private investment to develop social, affordable, key worker and shared equity models across regional Victoria.