"We are frustrated with maintenance"

• We are working on improvements to communication so that co-ops are renters receive advice in a timely manner and that we keep the channels of communication open

• Seeking options to increase funds for maintenance

• Fast tracking property inspection and maintenance backlogs

• Monitoring renter satisfaction with works and contractors through short timely surveys

• Developing a new way to plan and confirm maintenance works, including a review of the Third Schedule Works

• Holding regional forums in October and a conference in early 2023. All co-ops and renters welcome to attend. Contact Mel with your ideas or call 9208 0838

• Reviewing the role of committees with the aim to strengthen co-op voice

• Sharing outcomes from every event and consultation

• Creating a dedicated Engagement Team with the aim to rebuild the partnership between CEHL, co-ops and renters

• More phone calls than emails

• Tracking and responding to feedback and complaints, a 48-hour response and resolution within 30-days

• Sharing co-op experiences and stories directly with CEHL staff

• Providing information in ‘plain English’

• Considering regional based teams to support co-ops

"Our key challenges are co-op participation and new member selection"

• Speaking to the VHR, on how we can better prepare applicant lists provided to co-ops

• Holding more co-op information sessions to attract applicants

• Investigating a new flexible co-op model – rethinking participation and services

• Looking at technology so we can advertise available co-op properties State-wide (EOIs)

• Appointing an Advocate for special consideration in relation to the VHR

• Reviewing our training program in partnership with the Training Advisory Committee (TAC)

• Identifying and implement services that can better support co-ops to manage difficult tenancies

• Creating ways to support co-ops to share skills, network and share details

• Undertaking a review on how we collect property condition information, as part of maximum rent setting

• Seeking more ways to communicate and explain how our approach to setting rent is informed by sector standards. You can read more here.

• Providing clear advice on how you can seek a Maximum Rent Review via Consumer Affairs Victoria (CAV)

Participants felt that the insurance premium is too high.

• An online information session will be delivered later in the year to share information about the current insurance premium and how this is set.

During the session, members submitted enquiries which were personally followed up by the appropriate CEHL team member.

• Over 70 enquiries registered and 68 resolved.