New maintenance contract

Tenants will be able to access an innovative new one-stop response centre that brings all aspects of maintenance under one roof. This new centralised hub will stop tenants from being bounced around departments and their maintenance requests stalled unnecessarily.

Tenants will gain better visibility of their maintenance requests from start to finish, to ensure nothing falls through the cracks and every issue gets resolved in a timely manner.

There will be an increased presence of our maintenance staff working alongside tenancy staff. We’ll be engaging with tenants, in their homes, to ensure better maintenance outcomes.

We need systems and processes that provide clarity and confidence to tenants who rely on us for home maintenance and repair.

After 10 years, the current system is outdated and too complex. We need innovative solutions in place that make maintenance processes less cumbersome, more user-friendly and more efficient. It’s about giving our tenants the right tools to ensure their home maintenance needs are met.

The current Asset Maintenance Services (AMS) contract is coming to an end, and we see this as a perfect opportunity to make significant changes that will positively impact our tenants’ comfort, safety and standard of living.

For now, there’s no need to do anything.

Once the new technology is up and running, we’ll communicate with social housing tenants across NSW so they know how to contact us and use the new systems.

We’re in the process of securing contractors to deliver services under the new maintenance contract. The new contract will become the centrepiece for Homes NSW, the government’s new dedicated social and affordable housing portfolio.

The contract will bring greater control back into the hands of the NSW Government, allowing contractors to deliver works under a simplified approach that focuses on the quality and timely delivery of services.

We’ll have a robust performance management framework in place to ensure contractors are adhering to the requirements of the jobs they accept. This includes arranging appointments with tenants, attending site and carrying out maintenance work on properties across the state.

Contractors will be managed on key performance indicators which directly align to the work order lifecycle, from the time the request is made to when it is completed.

The new maintenance contract will run for up to a decade and will see our Portfolio Management (Assets) division take responsibility for the way social housing maintenance is administered and delivered. This team of specialists facilitates maintenance services on a scale and to a standard admired and followed by governments and industries around the world.

Using their expertise and genuine concern for our tenants’ welfare, this team will ensure maintenance works are prioritised, delegated and carried out effectively and always with tenants’ needs at the centre.

By creating a stronger alignment of maintenance and tenancy services, we will ensure better service outcomes for our tenants – a key objective of Homes NSW.

The new response centre will be the most effective way to lodge maintenance requests. Tenants can continue to contact us over the phone, through a representative or in person at their local office.

Once the new technology is up and running, we’ll communicate with social housing tenants across NSW so they know how to contact us and use the new systems.