Keys to
Opening Doors
Effective Real Estate Engagement
This kit was developed by New Horizons
Enterprise and On Track Community Programs
Ltd as apart of the Contract’s final year for The
North Coast Accommodation Project
Keys to Opening Doors
Consultation
Workshop
• FACS
• Vision Creative
• Warrina Women’s Refuge
• YP Space
• Youth Connections North Coast
• NCAP –New Horizons
• Coffs Harbour Accommodation Brokerage & Housing Support
• Services
• NCAP – On Track Community Programs Ltd
• Cranes
Keys to Opening Doors
Mid Coast
Pilot
• Debbie Moore Real Estate
• Department of Human Services
• Family & Community Services
• Coffs Harbour Accommodation Brokerage & Housing Support
• Services
• Community Housing Youth Support Services
• North Coast Mental Health Services
• Hastings Women and Children ’s Refuge Space
• YP Space
• Mid Coast Tenants Advice Service
• FACS
• Warrina Women’s Refugee Coffs Harbour
Keys to Opening Doors
North Coast
Pilot
• Youth Connections North Coast
• FACS
• Casino Neighborhood Centre
• Hope Haven
• Helping Hands
• Clarence Valley IFBS
• Women Up North
• St Vincent de Paul
• Anglicare
• NRSDC
• Cranes
• BDCSA
• Dept Community Services
• Interrelate
• Northern LHD
• McGrath Real Estate
• On Track Community Programs
• ADHC
• Tweed Valley Women's Resource
Centre
• Switch
• Byron Emergency Accom Project
• St Vincent de Paul
• Salvation Army
Keys to Opening Doors
Statistics – New
Horizons & On
Track Community
Programs
• Year 1 - July 2011 to June 2012:
Housing solutions: 931 private &141social
• Year 2 - July 2012 to June 2013:
Housing solutions: 1318 private & 189 social
• July 2013 to June 2014:
Housing solutions: 717 private & 92 social
ATSI consistently represented 33% of intakes across the 3 years
Keys to Opening Doors
Statistics – New
Horizons & On
Track Community
Programs
• Year 1 - July 2011 to June 2012:
Intake of people = 2015 (3174)of which 589 (1050) were ATSI
Housing solutions: 314 (616)private & 54 (87)social
• Year 2 - July 2012 to June 2013:
Intake of people = 1424 (2511)of which 479 (836)were ATSI
Housing solutions: 424 (894)private & 59 (130)social
• July 2013 to June 2014:
Intake of people = 1249 (1341) of which 470 (431)were ATSI
Housing solutions: 325 (392) private & 45 (87)social
Modules
0
Introduction
1
Housing assistance products and services delivered by FACS
2
Developing Relationships with Real Estate Agents
3
Know Your Market
4
Securing and Maintaining Tenancies in the
Private Rental Market
Module 1
Housing assistance
products and
services delivered
by FACS
Keys to Opening Doors
Housing
assistance
products
delivered by
FACS
Module 1
Slide 1
Details of all housing assistance products and services
delivered by FACS can be found at:
www.housing.nsw.gov.au
or by phoning the FACS contact centre on
1300 HOUSING (1300 468 746)
Keys to Opening Doors
Module 1
FACS Private Rental Products
FACS Private
Rental Products
• Tenancy Guarantee
• Rentstart Bond Loan
• Statement of Satisfactory Tenant
• Tenancy Facilitation
• Private Rental Brokerage service
• Short term Private rental subsidies
Slide 2
Keys to Opening Doors
Module 1
Specific Client Contacts are
Specific Client
Contacts are
Youth Accommodation Line
1800 424 830
Hearing Impaired TTY
1800628 310
Aboriginal Housing Office
1800 727 555
Domestic Violence
1800 656 463
Link2Home State wide
information and referral service
1800 152 152
Slide 3
Keys to Opening Doors
Module 1
•
Accessing additional
resources to assist
people entering the
private rental market
Slide 4
Connect with your local Neighbourhood Centre to see
Accessing
additional
what
programs are
available for financial assistance. For
example
people on
incomes may be able to access
resources
tolowassist
a No Interest Loan (NILS) Scheme to help with obtaining
people entering the
whitegoods.
private rental market
•
Make pathways to local charities and op-shops as they
may assist with free second-hand furniture and food
hampers. A Centrelink Statement and a copy of the Lease
Agreement will be required. Some op-shops will develop
partnerships with housing programs so that clients can
attend with a support worker and access free bedding,
kitchenware and other basic household items.
•
Ensure you are aware what services that the person is
linked with as they may be able to assist financially eg a
job service may be able to support the person to buy a
mobile phone and/or credit.
Module 2
Developing
Relationships with
Real Estate Agents
Keys to Opening Doors
Survey
Results
Module 2
Slide 1
The following tables include:
• Key Factors - 1st priority
• Support Type from Support Worker - 1st priority
• Frequency of contact
• Previous experience working with a Support Worker
• Has the experience working alongside of the Support Worker
been positive?
Keys to Opening Doors
Module 2
Key Factors - 1st priority
25
Frequency
20
15
10
5
0
Presentation
Punctuality
Polite and
respectful manner
Adequate
paperwork
Slide 2
Keys to Opening Doors
Module 2
How frequently the Property Manager
would like contact with the TSW
40
Frequency
30
20
10
0
Scheduled meeting
at a frequency
agreed upon
As the need arises
Regular monthly
meetings
Regular quarterly
meetings
Slide 3
Keys to Opening Doors
Module 2
The Property Manager has previous
experience working with a TSW
50
Frequency
40
30
20
10
0
No
Unsure
Yes
Slide 4
Keys to Opening Doors
Module 2
The Property Manager’s previous experience
working with a TSW has been positive
40
Frequency
30
20
10
0
Disagree
Somewhat
disagree
Unsure
Agree
Slide 5
Keys to Opening Doors
Module 2
Support type from tenancy support
worker - 1st priority
20
Frequency
15
10
5
0
Assisting clients with
ongoing paperwork
Conflict resolution
and negotiation
Brokerage when tennant
requires financial
support
Preparation for
regular inspections
Slide 6
Keys to Opening Doors
Survey
Results
Module 2
Slide 7
Property Managers were asked to respond to what they
identified as the key priority for a client to secure a tenancy.
• The highest priority identified as “adequate paperwork” with
24 out of 52 stating this was a first priority.
• The first priority for the majority of Property Mangers (20 out of
52) identified brokerage
• Followed by 16 out of 52 identifying conflict resolution and
negotiation
It’s important to keep in mind that the agent’s first priority is their
financial needs.
Keys to Opening Doors
Frequency of
Contact
Module 2
Slide 8
With regard to frequency of contact with
Support Workers, most Property Managers
identified their preferred contact to be “as
the need arises” rather than options of
scheduled frequency.
Keys to Opening Doors
Previous
Experience
Working with a
Support Worker
Module 2
Slide 9
When we asked “Has the Property Manager
had previous experiences working in
partnership with Support Workers, 45 out of
the 52 stated yes.
Keys to Opening Doors
Has the Experience
Working Alongside
the Support Worker
been Positive?
Module 2
Slide 10
For those Property Managers that had
experience working alongside of a Support
Worker, 65% identified that the experience
was positive.
Keys to Opening Doors
What does
your day look
like?
Module 2
Slide 11
• Stressed from so many demands from tenants, at times it
seems never ending
• Need to be super organised for time
• Constant demands with trying to get new tenants all the
time
• Demands from various people boss, tenant, owner,
contractors, social workers.
• Deal with a lot of complaints - rent increases etc.
• Minimal positive experiences. Always trying to be a
peace maker, problem solver, counsellor.
Keys to Opening Doors
What is
required to be
successful at
gaining a
property?
Module 2
Slide 12
•
Need to know the client is capable of paying their rent on time and
in full. Good rental references are needed.
•
First thing a land lord will ask "do they have a good rental
reference?"
•
Even prior to inspections TICA will be checked by way of a license
number to determine if client is eligible. PM will run a quick TICA
check to see a clean outcome.
•
High priority - TICA and rental reference
•
Housing case worker - to assist client to get off TICA first before
looking into real estate rentals otherwise waste property managers
time.
•
If payments or issues resolved on TICA and "not too serious"
property manager will consider client for property. Previous agent
must confirm payments made.
•
Likened to a job interview - if someone has better work history,
qualifications etc we will choose them.
Keys to Opening Doors
What do you
want from
services, how
best can we
support you?
Module 2
• Encourage clients to maintain contact with property
managers, be honest about issues and arrange
payment plans
• More help, more direction before it gets really bad.
Early intervention focus.
Slide 13
Keys to Opening Doors
Module 2
Slide 14
Property Managers will have varied experiences managing
a range of tenancies - some negative
Quotes from
Property
Managers
Negative experiences often lead to Property Managers
discriminating against certain groups including people on
low incomes even when the property is affordable and
available.
Property Managers have said
• "We know that you're trying to do your job. We're not trying
to make it difficult for you either but we have to consider
our landlords and the tenants history“
• "we need to be dealing with the real issue"
• "Keep us informed"
Keys to Opening Doors
Event
Planning
Module 2
Slide 15
The engagement event can be done by an individual service or
by a group of services. If services are working collaboratively,
then an event committee can plan and deliver together. This will
provide the opportunity to define your joint agency’s message.
Elements of event planning
• Venue
• Invitation
• Timing
• Delivery/ Seating
• Feedback
• Gift Bag
Keys to Opening Doors
Presentation
Module 2
Slide 16
Creating a positive impression:
• Be punctual.
• Dress professionally and accordingly to the area.
• Be positive, courteous and professional in all communication.
• Provide prompt and articulate responses to emails.
• Provide follow up emails to inform about outcomes.
• Be honest.
• Be realistic - Don’t support your client to apply for a property
that is not suitable ie: unaffordable, inappropriate for children.
• Smile!
Keys to Opening Doors
Main Priorities
for Property
Managers
Module 2
1.
2.
3.
Slide 17
To reduce rent arrears (it means happier landlords, less
work spent chasing tenants for payments / organising
NSW Civil and Administrative Tribunal (NCAT) hearings
etc).
To reduce tenant breaches and issues that threaten the
sustainability of a tenancy (once again, means happier
landlords and less time spent dealing with issues).
To increase their property portfolios (happier bosses
because the business is increasing their share of the
market, and generating more money).
Keys to Opening Doors
Do’s & Dont’s
Module 2
Slide 18
• Do not talk about clients in the Real Estate offices as
this might be overheard and is a breach of
confidentiality policy and does not position the
Tenancy Support Worker in a positive and professional
manner.
• Do not speak to Real Estates about other Real Estates.
• Do speak about clients in a dignified and professional
manner even if there are difficulties.
• Do provide the Real Estate Agent/Property Manager
with a brochure on your services Privacy and
Confidentiality policy during initial contact - again
being proactive and providing information or
discussing it before it becomes an issue may be
helpful.
Module 3
Know Your
Market
Keys to Opening Doors
Know Your
Market
Module 3
• investigating your local housing market
• share housing options
Slide 1
Module 4
Securing and
Maintaining Tenancies
in the Private Rental
Market
Keys to Opening Doors
Selection
Module 4
• Be realistic.
• Consider applying for FACS tenancy guarantee.
• Careful assessment is required to:
• identify what key strengths the client has
• identify any complex needs your client may
have that may be a barrier to their ability to
maintain a successful tenancy.
• Direct clients to properties ONLY within their
affordability range.
Slide 1
Keys to Opening Doors
Placement
Module 4
• Develop a support plan that is sustainable
• Negotiate an initial short term 3 months lease on a trial
basis with regular supports in place
• Provide a clear support pathway
• Role modelling, educate/inform and prepare as part of
case management strategies and plan
• Does the house suit the needs of the client / family?
suitability, transport, location, schools and amenities
• Know what resources are available to your client in
achieving a successful tenancy before things go wrong
• Living skills of client – is there a need for some extra
support?
• Support the client to be realistic about what type of
property they can attain.
Slide 2
Keys to Opening Doors
Client
Responsibility
Module 4
Slide 3
Ensuring clients seeking private rentals are engaged in
the process
Clients need to agree to stay actively engaged with the
service to ensure that they can be assisted to address any
barriers they may have around renting a property in the
private market.
Thank you!