Bridge Housing Annual Report 2022 - Flipbook - Page 33
Change lives
Bridge Housing delivered high quality services that deliver impact throughout the year.
Key highlights in 2021–22 include:
• Achieved 81 per cent overall satisfaction with service delivery
in our annual Tenant Satisfaction Survey 2021–22, including
a 9 per cent increase for Northern Beaches residents.
• Delivered of $13.3M maintenance program by our head
contractor.
• Completed our Innovate Reconciliation Action Plan 2020–22
• Implemented our Building Bridges Strategy and engaged 663
residents in our community development programs.
• Delivered our Bridge to Work tenant employment program with
CoACT. We placed 32 tenants in employment or education and
secured ongoing Commonwealth funding for the model.
• Externally reviewed the Difference We Make Outcomes
Framework and extended this to include our environmental
sustainability goals.
• Developed our Customer Experience Strategy including new
training for staff and using ‘nudge’ to improve our customer
communication.
Provide more homes
Our portfolio under ownership and management grew over the period.
Key highlights in 2021–22 include:
• Won $10M in grant funding to support the acquisition of
30 additional properties.
• HomeGround Real Estate Sydney’s operations grew, increasing our
portfolio under management to 275 properties.
• Implemented year three of the STEP to Home program for longterm rough sleepers by housing 90 tenants, including 50 with
Bridge Housing.
• Implemented Tranche 3 of Together Home assisting 222 people
to move from the streets to home.
• Developed a model to deliver a Communities Land Trust to grow
affordable housing options.
Influence change in the system
Bridge Housing continues to provide leadership and advocacy to create positive change in the housing system.
Key highlights in 2021–22 include:
• Developed and implemented our Communication and
Marketing Strategy.
• Developed an Advocacy Platform to guide our work to create
change in the housing system.
• Sponsored the AHURI National Homelessness Conference and
National Homelessness Conference.
• Presented at eight forums and conferences to spotlight our
homelessness and housing approaches.
• Hosted five tours of government and community leaders to raise
awareness about the sector and our service delivery excellence.
• Annual General Meeting in November 2022 as a COVID-safe
virtual event, attracting 110 online attendees.
Build a sustainable future
Bridge Housing continued to build a strong and inclusive organisation.
Key highlights in 2021–22 include:
• Delivered an operating EBITDA of $2.6M.
• Maintained all key financial KPIs and banking covenants.
• Completed internal audits on Risk Management Framework,
Asset Management Framework and Financial Controls.
• Continued our focus on improving our IT security environment.
• Developed a Digital Strategy.
• Developed an Environmental, Social and Governance (ESG)
Framework and began work on establishing an ESG baseline.
• Maintained a high employee engagement rate of 79 per cent in
our 2022 Employee Opinion Survey.
• Implemented our Diversity, Equity and Inclusion Strategy
actions.
• Implemented invoice automation project to support efficient
business operations.
• Undertook structure review and realignment to support our
strategic directions.
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