The Department should:

1 Improve its management of complaints to more efficiently target disruptive behaviour:

a) update publications and website content to direct complaint types to the appropriate agency

Implementation timeframe: by March 2019

Department response: Agreed

b) collect and centrally store comprehensive tenant information while balancing privacy requirements

Implementation timeframe: by October 2019

Department response: Agreed

c) train staff in all aspects of disruptive behaviour management within 6 months of commencing

Implementation timeframe: by December 2019

Department response: Agreed

d) streamline the process for resolution of minor complaints

Implementation timeframe: by June 2019

Department response: Agreed

e) review the mental health referral process to ensure staff are able to direct tenants to appropriate service providers.

Implementation timeframe: December 2019

Department response: Agreed

2) Better reflect its dual roles to manage disruptive behaviour and support tenants:

a) update relevant strategies, policies and procedures, with particular attention on earlier intervention and better support for tenants with complex needs. This may include a more holistic ‘tenancy management strategy’ and welfare assessment of prospective tenants

Implementation timeframe: December 2019

Department response: Agreed

b) update information sharing arrangements with Police, the Mental Health Commission, and the Child Protection and Family Support unit of the Department, including mechanisms to ensure relevant feedback is provided

Implementation timeframe: December 2019

Department response: Agreed

c) improve performance monitoring and reporting by measuring efforts to support tenants and ensure related data is recorded in Habitat

Implementation timeframe: June 2020

Department response: Agreed

d) consider lessons learned from the outcomes of Court proceedings and decisions to inform and update procedures.

Department response: Agreed

Implementation timeframe: December 2019