Our Performance

The provision of outstanding service is central to all that Unity does and we have an ongoing commitment to quality improvement. Unity’s Strategic Objectives are underpinned by a commitment to deliver best practice outcomes through a focus on continuous quality improvement. As a means of achieving these aims, Unity is registered as a Tier 1 provider under the National Regulatory System for Community Housing (NRSCH), and maintains accreditation to the National Community Housing Standards (NCHS).

NRSCH Logo

The NRSCH provides a consistent regulatory environment to support the growth and development of the community housing sector. It is designed to identify, monitor and respond to risks that have serious consequences for tenants, funders and investors, community housing assets and the reputation of the sector. As a Tier 1 provider, Unity consistently meets national performance standards for service delivery.

Unity participates in an annual compliance assessment under the NRSCH to ensure we continue to meet service and financial benchmarks required for Tier 1 registration.

Over the last three years Unity has devoted significant resources to meeting the benchmarks set by the NCHS for best practice in organisational governance, management and service delivery. We see this not only as an investment in our organisation and as a means of achieving our strategic objectives, but also as an opportunity to encourage professionalism within the community housing sector.

Following a three-day audit in June 2016, which saw external auditors visit each of Unity’s regional offices and meet with a number of tenants and staff, we were granted a further three-year accreditation, achieving 100 percent compliance in every area of the standard. Comments and recommendations made by the external auditors will be considered and incorporated into quality improvement plans.

Compliance with operational policy and procedure is measured through scheduled internal audits which identify corrective actions and feed into continuous improvement processes. All Unity policies and procedures are reviewed on a three-yearly cycle.

To guide us in our work and goals to continuously improve service delivery, we regularly consult with our tenant group to understand what they believe we are doing well and how we can make improvements to our service.

In April 2016, we conducted a comprehensive tenant satisfaction survey that was managed independently through the NSW Federation of Housing Associations. Tenants surveyed reported excellent levels of satisfaction with their housing service, and as a result Unity exceeded all mandatory NRSCH benchmarks.

We have built a reputation as a leader in the sector through continuous improvement, evidence-based practice and innovation.

Tenant satisfaction survey

The tenant satisfaction survey, conducted in 2016 by the NSW Federation of Housing Associations on behalf of Unity, achieved the following results:

Satisfaction with out of hours emergency repairs service
91%
Satisfaction that you are given adequate support by your support worker to sustain your tenancy
91%
Satisfaction that the staff were helpful and attentive
89%
Satisfaction that the contractor was respectful and courteous
89%
Satisfaction with condition of home
89%
Satisfied with services provided by Unity Housing
88%
Satisfied with services provided by Unity Housing
88%
Satisfied with the way Unity Housing provide information
88%
Satisfied that the contractor kept dirt and mess to a minimum and left the property clean and tidy
86%
Neighbourhood as a place to live
86%
Value for money for rent
85%
Call was answered in a timely manner or phone message was returned promptly
85%
Communication with Unity Housing
85%

Tenant Feedback

In 2016 Unity conducted a survey of our MOU partners with the aim of assessing the services we provide in the interest of continuous improvement. A total of 49 of referral agencies were included in the survey and a total of 21 responses were received. Respondents were given the opportunity to provide any further comment. This is what they had to say about us:

“Unity has been very supportive for our clients.”

“Thank you for the partnership.”

“Unity is an excellent organisation and we greatly value the partnership.”

Awards

2017 Leadership and Innovation -Unity-Bedford Housing Alliance (PowerHousing Australia)

2017 Excellence in Social Housing – Unity and Bedford Alliance
(Australasian Housing Institute)

2017 Tenant Led Initiative – Unity tenant art exhibition
(Australasian Housing Institute)

2017  Outstanding Achievement – Matthew Woodward, Unity CEO
(Australasian Housing Institute)

2015 Australasian Leading Housing Development Project Award – Northern Region Affordable Housing Initiative

2015 South Australian Leading Housing Development Project Award – Northern Region Affordable Housing Initiative

2015 Leadership and Innovation – Northern Region Affordable Housing Initiative (PowerHousing Australia)

2014 Affordable Development – St Clair Unity Terraces (Urban Development Institute of Australia)

2013 Australasian Leading Tenants Engagement Practice Award – Community Connect Program

2013 South Australian Leading Tenants Engagement Practice Award – Community Connect Program