We want to help our members increase their cyber preparedness and manage risks using best practices in order to deliver optimal business operations.

CHIA NSW, under the Industry Development Strategy, have developed a suite of resources to assist community housing providers to increase their cyber maturity and manage cyber risks.

The Information Technology and Cyber Risk Assessment Tool and associated resources have been created to assist CHIA NSW and its members to identify, quantify and record the current state of cyber security and identify suitable mitigation and control strategies to improve overall Cyber Security posture.

Download the Cyber Security Framework Practice Guide

Download the Incident Response Plan Template

Download the Incident Response Plan Example

CHIA NSW would like to acknowledge the funds provided by the NSW Department of Communities and Justice (DCJ) to help develop this report under the NSW Community Housing Industry Development Strategy. The IDS is a partnership between CHIA NSW and DCJ.

We want to help our members to create sustainable tenancies and deliver best practice responses to managing antisocial behaviour.

The Approaches to Managing Antisocial Behaviour Toolkit aims to assist and support the community housing industry to respond fairly and effectively to all forms of antisocial behaviour, in order to:

• Increase the proportion of complaints resolved without the need to escalate to enforcement action

• Reduce the number of tenancies terminated on the grounds of antisocial behaviour

• Increase tenant satisfaction with community housing providers’ handling of antisocial behaviour complaints.

CHIA NSW would like to acknowledge the funding provided by the NSW Department of Communities and Justice (DCJ) to support the development of this toolkit under the NSW Community Housing Industry Development Strategy. The NSW Community Housing Industry Development Strategy is a partnership between CHIA NSW and DCJ.

Download the Approaches to Managing Antisocial Behaviour (ASB) – Practitioner’s Toolkit

Resources and tools

Community Housing Providers (CHPs) have always sought to achieve Value for Money (VfM) that is, to do the most for their tenants with the resources they have. However, in recent years, increasing demand from both the government and community on accountability for public spending has resulted in pressure on the industry to have a more proactive focus on VfM, and an increased need to confidently articulate and evidence VfM.

The overall focus on VfM metrics can lead to CHP’s identifying ways to serve and support tenants more effectively and to drive cost and service efficiencies.  The identification, analysis and reporting on key VfM metrics is a powerful way to drive data-led continuous improvement. 

Through extensive consultation and consensus with a number of key industry stakeholders and researchers, as well as extensive national and international research on VfM, a community housing industry 15-metric VfM Framework has been developed.

This report presents the process undertaken for those engaged in the development of the Framework and pilot project, as well as conclusions and next steps for the industry to ensure that they can effectively lead the VfM conversation with those inside and outside of the industry, most notably Government.

Value for Money Industry Development Strategy Project

• Value for Money Evaluation Report

CHIA NSW thanks and acknowledges the NSW Department of Communities and Justice who provided funding to complete this project. CHIA NSW thanks and acknowledges Societel Consulting who developed the Evaluation Report, Sector Report and individual reports for participating CHPs.

Developed in partnership between Uniting and CHIA NSW, the Working with Older Tenants Toolkit is a brand new resource for providers facing the challenges of accommodation for an ageing population.

The Working with Older Tenants Toolkit is a resource for any providers supporting tenants ageing in place (i.e. Community Housing Providers, Aged Care Providers, long-term accommodation providers).

The modules in this Toolkit focus on key issues that impact Older Tenants, and best practice solutions for providers to utilise. Modules included cover:

Introduction – Working with Older Tenants: Building the capacity of community housing providers to support tenants to age in Place

Module 1 – Diversity and Older People

Module 1.1 Checklist Communicating with older tenants from a CALD background

• Module 1.2 Checklist Return to country for older Aboriginal tenants
• Module 2 – The Aged Care Service Delivery Model

• Module 2.1 My Aged Care Assessment Flowchart
• Module 2.2 Checklist Refusal to engage with My Aged Care

Module 3 – Housing Adaptations to Support Ageing in Place

• Module 3.1 Making buildings easier for people with dementia and other cognitive impairments
• Module 3.2 Easy Read Guide Applying for home modifications

Module 4 – Understanding Elder Abuse

• Module 4.1 Checklist Indicators that might suggest elder abuse is occurring
• Module 4.2 Resource Legal responses to capacity issues and elder abuse

Module 5 – Social Isolation and Loneliness

• Module 5.1 Assessment tools for isolation and loneliness

Module 6 – Dealing with changes in behaviour

• Module 6.1 Checklist working in partnership with health and aged care services

If you have any questions regarding the Working with Older Tenants Toolkit, please contact Adam West, Head of Business Development (CHIA NSW) at [email protected]. 

CHIA NSW thanks and acknowledges the NSW Department of Communities and Justice who provided funding to complete this project. CHIA NSW thanks and acknowledges Sue Cripps of SC Consulting who contributed significantly to the development of the Toolkit.

This toolkit builds on the 2015/16 Complaints Handling Framework project led by the NSW Registrar of Community Housing, and supports the implementation of the best practice principles described in the Framework.

While no ‘one size fits all’ framework would work across the sector, there are many benefits in developing some consistent practice methodologies on complaints handling. The toolkit aims to support the capacity of CHPs to implement the good practice approaches described in the Framework. It focuses on early resolution and learning from complaints. The toolkit also includes a selection of complaints handling templates for providers to adapt to their policy context around complaints.

It is not mandated that CHPs use the toolkit but the resources are designed to support better practice in complaint handling in the sector.

• Web-based complaints toolkit
• Complaints toolkit (Excel)
• Complaints form
• Example letters
• Monitoring report for complaints
• Complaints Handling Framework
• Complaints Toolkit Video Demonstration