Annual Report 2003-04 I volume 1
Output Group 2.1 I Housing support
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Output Group 2.1 I Housing supportContribution to Outcome 2Housing support contributes to Outcome 2 by: assisting low- and moderate-income households to access appropriate affordable housing supporting initiatives to assist homeless people and those at risk of homelessness.
Strategiesoversee the significant Australian Government investment in the Commonwealth-State Housing Agreement (CSHA), which aims to provide appropriate and secure housing assistance for those who most need it identify emerging housing issues through research and analysis to inform policy development collaborate with the states and territories to achieve better social housing outcomes manage the Rent Assistance program, which provides supplementary income to almost one million Australians to contribute to the cost of private rental housing influence the response to homelessness issues through the Supported Accommodation Assistance Program (SAAP), which provides support and accommodation services for people who are homeless or at risk of becoming homeless undertake policy development to prevent and address homelessness through the National Homelessness Strategy. Outputs under Output Group 2.1Commonwealth-State Housing Agreement (for expenses under the Housing Assistance Act 1996)The CSHA provides Australian Government grants of $4.75 billion over five years (approximately $930 million each year) to states and territories to assist those people whose housing needs cannot be met in the private sector to access appropriate and affordable housing. Commonwealth-State Housing Agreement-Aboriginal Rental Housing ProgramAs part of the total CSHA funding, $91 million a year is provided to state and territory governments to supply Indigenous people with safe, healthy and sustainable housing. Family Homelessness Prevention and Early Intervention PilotThe pilot program comprises eight services. Centrelink and community agencies work in partnership to identify and assist families at risk of homelessness. National Housing PrioritiesThe program provides funding to support development of the community housing sector, including funding to support two national community housing representative bodies, the National Community Housing Forum and the Community Housing Federation of Australia. National Housing ResearchFunding supplements the Australian Government’s $1.5 million annual funding commitment to the Australian Housing and Urban Research Institute (AHURI). Funds may also be used for research, development, demonstration and evaluation in relation to housing. Rent AssistanceRent Assistance contributes to the improvement of housing affordability and complements broader income-support objectives by assisting individuals and families with the additional costs associated with renting in the private housing market. Rent Assistance provides assistance to almost one million Australians with an Australian Government provision of $1.95 million. Rent Assistance is a non-taxable income supplement payable to those who receive an income support payment (except Austudy Payment) or an amount of Family Tax Benefit A greater than the base rate. Social Housing Subsidy Program (SHSP)The program demonstrates use of private sector financing models for providing social housing. New South Wales and the Australian Capital Territory have projects funded under the program. Supported Accommodation Assistance Program (SAAP)SAAP contributes to the reduction of homelessness through the provision of Australian Government grants to states and territories — over $170 million in 2003-04. The Australian Government will contribute approximately $830 million over the life of the SAAP IV agreement (2000-05). Supported Accommodation Assistance Program —National PrioritiesIn 2003-04 funding under the SAAP National Priorities was allocated to the National Homelessness Strategy. This included funding for the Commonwealth Advisory Committee on Homelessness and funding for demonstration projects to expand the knowledge base on homelessness and inform future policy and program development to prevent and reduce homelessness. Performance summaryKey achievements included:successful negotiation of the 2003 CSHA bilateral agreements with all states and territories, including performance frameworks outlining targets, strategies and outcomes to be achieved over the five-year agreement. In 2003-04 the CSHA provided grants totalling almost $930 million to states and territories for the provision of public, community and Indigenous housing, as well as crisis accommodation programs. accommodation of 338 035 households in public housing at 30 June 2003 meeting the needs of around 97 600 clients through 1282 services on 176 300 occasions of support through SAAP in 2002-03. SAAP provided grants of around $170 million to states and territories to provide support to and accommodate people who are homeless or at risk of being homeless. development and implementation of the SAAP national research agenda, focusing on trends in homelessness, causes of homelessness, groups with special needs and service delivery to homeless people completion of the interim evaluation of the Family Homelessness Prevention and Early Intervention Pilot (FHPEIP), showing positive outcomes for the families assisted support for a range of action research projects through the National Homelessness Strategy further simplification of the Rent Assistance program through consolidation of the eight Rent Assistance rate calculators into one in the Social Security Act 1991. This consolidation will improve readability and ease of use when determining the rate of payment for Rent Assistance. assisting an average of 938 000 income units with the cost of private renting each fortnight at a cost of $1.95 billion implementation, management and completion, on behalf of the SAAP National Coordination and Development Committee, of the SAAP IV national evaluation.
Work is required to:implement and monitor individual performance reports, as agreed under the bilateral performance frameworks, by states and territories regarding their delivery of housing assistance, including outcomes achieved in the key areas of reducing barriers to workforce participation and attracting investment from outside the social housing system negotiate new arrangements for SAAP following the expiration of the current agreements with states and territories on 30 June 2005 complete research projects commissioned under the SAAP national research program on behalf of the SAAP National Coordination and Development Committee complete the final evaluation of the Family Homelessness Prevention and Early Intervention Pilot and continue to use the findings of the demonstration projects under the National Homelessness Strategy to influence policy and service delivery, where appropriate continue management of the AHURI research program examine options as to how best to use the total pool of Indigenous housing funds provided by the Australian Government to address Indigenous housing need complete the review of the Crisis Accommodation Program (CAP) implement the Household Organisational Management Expenses (HOME) advice program, a 2004-05 Budget initiative. Financial and staffing resources summaryTable 22: Output Group 2.1—Housing support
a Final estimates have been used for special appropriations while additional estimates have been used for annual appropriations. b Budget prior to additional estimates. c FaCS includes the Social Security Appeals Tribunal.
Performance informationAdministered itemsCommonwealth-State Housing AgreementNote Data for the Commonwealth-State Housing Agreement refers to public housing for 2002-03, as data for 2003-04 are not due until December 2004. Effectiveness-adequacyPercentage of households where dwelling size is not appropriate due to overcrowding Table 23: Percentage of households where dwelling size is not appropriate due to overcrowding, 2002-03
Effectiveness-affordabilityRent charged as a proportion of market rent for each dwelling (after reducing market rent by the amount of Rent Assistance a household would receive if renting privately) Table 24: Rent charged as a proportion of market rent for each dwelling (adjusted for Rent Assistance), 2002-03
Note: States and territories used different methods for calculating market rent and the natures of the private rental markets differ. Effectiveness-targetingNew allocations to those in greatest need as a percentage of all new allocations Table 25: New allocations to those in greatest need as a percentage of all new allocations, 2002-03
Note: ‘Greatest need’ means that a household was, at the time of allocation, in one or more of the following circumstances: they were homeless; their life or safety was at risk in their accommodation; their health condition was aggravated by their housing; their housing was inappropriate to their needs; or they had extremely high rental costs. Queensland data represent applicants who satisfied stringent priority housing criteria but do not include customers in circumstances similar to those who satisfy the criteria who were housed through Queensland’s standard ‘wait turn’ criteria. New low-income householders as a percentage of all new households Table 26: New low-income households as a percentage of all new households, 2002-03
Note: This indicator shows the percentage of new households allocated public housing where household income was below the effective cut-out for receiving income support payments (at the pensioner rate). Percentage of new tenancies allocated to households with special needs Table 27: Percentage of new tenancies allocated to households with special needs, 2002-03
Note: Households with special needs have one or more of the following characteristics: Indigenous; have a member with disabilities; the principal tenant is aged either 24 years or under, or 75 years or more. Quality-access and choicePercentage of households rating amenity and location aspects of their dwelling as important and meeting their needs Table 28: Amenity and location aspects of dwelling meet customers’ needs (%), 2002-03
Quality-assuranceNumber of days taken to occupy vacant stock Table 29: Number of days taken to occupy vacant stock, 2002–03
Note: The data are affected by changes in maintenance programs, and some jurisdictions may have difficulty in excluding stock upgrades. Quality-customer satisfactionCustomer satisfaction with service Table 30: Client satisfaction with service (%), 2002–03
QuantityNumber of dwellings Table 31: Number of dwellings, 2002-03
CommentaryFaCS has worked with state and territory housing authorities to successfully develop the 2003 CSHA bilateral agreements. These agreements include refined and streamlined performance frameworks that articulate a range of outcomes to be achieved over the five-year agreement, and various strategies that aim to reduce workforce disincentives for social housing tenants and attract outside investment into the social housing sector. Commonwealth-State Housing Agreement-Aboriginal Rental Housing Program Note: At the time of publication only figures for the financial period 2002-03 were available, unless otherwise stated. Effectiveness-capacityEfficient and sustainable Indigenous community housing organisations 100 per cent of states and territories are involved in implementing the National Skills Development Strategy for Indigenous Community Housing Management. The level of activity in developing and implementing training strategies varies between jurisdictions. Queensland and New South Wales have developed comprehensive and successful training strategies using housing management training packages. The Northern Territory has begun to build its skills base using environmental health training. Indigenous community housing organisations have effective housing management plans In 2003-04, all states and territories agreed to report from 2004-05 onwards on Indigenous community housing organisations’ implementation of housing management plans. The most current data show that 55 per cent of Indigenous community housing organisations have completed the planning development process and have now finalised housing management plans, including asset and tenancy management strategies. Effectiveness-take-up/coverageIncrease in Indigenous community housing rental income Most recent data show there has been an increase of approximately $4.426 million (9 per cent) in Indigenous community housing rental income across Australia during the 2002-03 financial year. Effectiveness-targetingRatio of capital to recurrent funding ratio Annual performance reports for 2002-03 identify some states and territories as having made significant progress in achieving a ratio of capital to recurrent funding of 70:30. The Northern Territory reported an approximate 75:25 ratio of capital to recurrent funding for Indigenous housing, New South Wales reported a ratio of 62:38, Western Australia reported a ratio of 55:45 and South Australia achieved a 47:53 ratio in 2002-03. Information for other states was not available at the time of writing. Quality-assurance90 per cent of health hardware in houses is fully functional and enables healthy living practices All states and territories agreed to use the National Indigenous Housing Guide (2nd edition) to complement state and territory building standards, environmental health, building and planning legislation and local government building regulations. At this stage, negotiations are still occurring with states and territories about reporting against the National Framework for the Design, Construction and Maintenance of Indigenous Housing. Fixing Houses for Better Health 2 projects (data from these projects used to measure this indicator) were completed in a total of 434 houses, with follow-up visits occurring six months later for 349 houses. Functionality levels were substantially improved for critical health living practices. For example, at the first visit, 66 per cent of houses had no power, water or waste connected whereas at the second visit, 92 per cent of houses were connected to these essential services. Specifically, 78 per cent of houses had safe electricity systems (compared with 11 per cent before the survey); 78 per cent had safe gas (62 per cent); 80 per cent had a working shower (23 per cent); 90 per cent had a working flush toilet (51 per cent) and 72 per cent had working laundry services (22 per cent).
Seven states and territories had Indigenous housing agreements signed by 30 June 2004. Tasmania still has an agreement outstanding at this date. Indigenous community housing organisations have managers with accredited housing management training All states and territories are aware of the need for Indigenous community housing organisations to build their skills base to become efficient and sustainable. Most recent administrative data indicate that approximately 120 Indigenous community housing organisation managers and staff had undertaken or completed accredited housing management training in 2002-03. New houses for Indigenous people are designed and built to minimise the impact of crowding on people’s health The second revised and updated edition of the National Indigenous Housing Guide was published and a series of implementation workshops held across the country. All newly constructed houses should now be meeting the requirements of the National Framework for the Design, Construction and Maintenance of Indigenous Housing using the National Indigenous Housing Guide and/or state and territory building standards, environmental health, building and planning legislation, and local government building regulations. This will be reported against in the 2004-05 FaCS annual report. Reduction in the number of Indigenous families in rural and remote areas living in improvised dwellings The latest available data are the 2001 Community Infrastructure Needs Survey (CHINS) information on temporary dwellings. Temporary dwellings are defined in CHINS as structures used as a place of residence that do not meet building requirements. In the 2001 CHINS, 1882 Indigenous people were reported living in temporary dwellings. There has been a reduction of 399 since the 1999 CHINS was conducted. Data are not currently available on the breakdown of this figure across rural, remote and urban areas. In 2003-04, 71 per cent of annual Indigenous housing plans included strategies to reduce the number of Indigenous families living in improvised dwellings.
Most recent available data indicate that there has been a decrease of 0.8 per cent in the proportion of households where dwelling size is not appropriate due to overcrowding during 2002-03. In 2003-04, 100 per cent of annual Indigenous housing plans included strategies to reduce the average housing occupancy rates.
CommentaryIn the 2001-02 Budget, new housing funds included an extra $29 million for the Aboriginal Rental Housing Program (ARHP) from 2002-03 to 2004-05 ($9 million in 2002-03 and $10 million each in 2003-04 and 2004-05). The states and territories receiving the extra funding are the Northern Territory, Queensland, Western Australia and South Australia. From 1 July 2004, the Community Housing and Infrastructure Program (CHIP) will be part of the FaCS portfolio of Indigenous housing programs. The transfer of CHIP to FaCS provides an opportunity to streamline service delivery arrangements as well as examine how best to use the total pool of Australian Government Indigenous housing funds to improve housing outcomes for Indigenous Australians. Total price$929.5 million Family Homelessness Prevention and Early Intervention PilotEffectiveness-early interventionPercentage of clients with positive outcomes as defined under the program 78 per cent of families achieved an improved outcome in one or more of the following areas: financial situation; health; family relationships; personal skills; and community participation. Percentage where financial circumstances are assessed-100 per cent Percentage where reattachment with education, training or employment is achieved 50 per cent of adults who identified employment or education as case plan goals were successful. 95 per cent of school-aged children were attending school at the end of the support period.
QuantityNumber of people assisted-Approximately 1200 Number of children only-Approximately 720 children Number of children and their parents/guardians-Approximately 1200 Number of parents/guardians only-Approximately 480 parents/guardians Price$1.2 million CommentaryIn 2003 the interim evaluation of the pilots was completed, revealing very strong outcomes for participating families: 90 per cent of families stayed in their homes or were rehoused 78 per cent of families achieved an improved outcome in one or more of the following areas: financial situation; health; family relationships; personal skills; and community participation over 50 per cent of adults who identified employment or education as case plan goals were successful. Those in employment after support rose from 14 per cent to 22 per cent, and participation in part-time education rose from 4.5 per cent to 10 per cent. By June 2004 approximately 350 families (1200 customers) had been assisted under the pilot program in eight communities across Australia. The final evaluation of the pilots will be completed during 2004-05. The pilots are also contributing to fulfilling the department’s commitment to Indigenous people. The Indigenous participation rate in the pilots is 32 per cent, significantly higher than their participation rate in other mainstream programs. The Australian Government committed further funding of $10.4 million over four years in the 2004-05 Budget to continue this work. From I July 2004 the pilots will be renamed and will continue as the Household Organisational Management Expenses (HOME) advice program. National Housing PrioritiesQuality-assuranceInformation received from organisations useful in housing policy development The Community Housing Federation of Australia and the National Community Housing Forum provide FaCS with useful information that identifies current and emerging issues within the community housing sector. This advice helps FaCS to establish priorities and develop appropriate policy responses for the sector, and evaluate community housing initiatives. Organisations’ representative structures provide effective mechanism for members’ views to be reflected in reports to FaCS The representative structures of both organisations provide effective mechanisms for members’ views to be provided to FaCS. Both organisations have effectively maintained their membership base. Projects achieve agreed outputs FaCS Housing Support Branch is satisfied with the quality and timeliness of project outputs. In particular, recent project outputs on governance arrangements for larger-volume structures, regulation and community housing standards, and the tax implications of community housing joint ventures have been of benefit to the development of the sector. Price$0.4 million CommentaryThe Community Housing Federation of Australia (CHFA) is the national peak organisation representing the views of community housing providers throughout Australia. Through research, developing public policy and maintaining links with and between housing providers across Australia, CHFA advocates on behalf of the community housing sector at the national level. The National Community Housing Forum operates as a multipartite body that brings together representatives of service providers and consumers as well as representatives from all levels of government to develop community housing nationally. National Housing ResearchQuality-assuranceFunded organisation meets the requirements of the funding agreement and associated documents The Australian Housing and Urban Research Institute (AHURI) is the major vehicle for housing research and has met the requirements of the current funding agreement. A new funding agreement, effective from 1 July 2004, commits the Australian Government to fund AHURI until December 2005. Price$0.4 million CommentaryFour AHURI research projects were approved in 2003-04. The projects, to be completed over the next two years, will build AHURI’s evidence base around ten key themes: housing assistance programs; housing futures; program integration and housing assistance; innovation in the provision of housing; urban management and infrastructure; transforming communities; Indigenous housing; homelessness and marginal housing; the housing system; and the policy horizon. The individual projects will be augmented by collaborative research ventures (CRVs), which will be up to three years in duration and cover broad research areas. The first CRV—‘Housing assistance and nonshelter outcomes’ — commenced in 2003-04, with two other CRVs — ‘2ist Century housing careers and Australia’s housing future’ and ‘Housing affordability for low-income Australians’—being developed in this period. Rent AssistanceEffectiveness—affordabilityImpact of Rent Assistance on housing affordability—percentage of persons or couples paying more than 50 per cent of their combined income on rent after Rent Assistance taken into account As at March 2004, if Rent Assistance were not payable, 28 per cent of persons or couples would have had to pay more than 50 per cent of their income in rent. When Rent Assistance is taken into account, this percentage drops to 9 per cent. Table 32: Ratio of housing costs to income, before and after Rent Assistance, sample fortnights, June 2000 to March 2004a
a. Latest information is for the fortnight ending 5 March 2004. Impact of Rent Assistance on rental affordability-percentage of persons or couples paying more than 30 per cent of their combined income on rent after Rent Assistance taken into account As at March 2004, if Rent Assistance were not payable, 69 per cent of persons or couples would have had to pay more than 30 per cent of their income in rent. When Rent Assistance is taken into account, this percentage drops to 36 per cent. Table 33: Ratio of housing costs to income, before and after Rent Assistance, sample fortnights, June 2000 to March 2004a
a. Latest information is for the fortnight ending 5 March 2004. Effectiveness-targetingPercentage of individuals or couples paying enough rent to receive maximum assistance Table 34: Percentage of persons or couples paying enough rent to receive maximum assistance, sample fortnights, June 1998 to March 2004a
a Latest information is for the fortnight ending 5 March 2004. QuantityNumber of persons or couples receiving Rent Assistance Of the 949 698 Rent Assistance recipients at 11 June 2004, 54 per cent were single without children; 24 per cent single with children; 14 per cent couples with children; and 8 per cent couples without children. Table 35: Number of persons or couples receiving Rent Assistance, as at 11 June 2004
a. One member of a couple is treated as the reference person depending upon the type of payment received. b. A couple is reported as receiving Parenting Payment (Partnered) only if neither member of the couple receives another social security payment. c. A person or couple is reported as receiving Family Tax Benefit only if neither the person nor partner receives a social security payment.
Price$1.953 billion Rent Assistance payments are included in the special appropriation expenses for the primary payments listed in table 35. There is no separate line in the resource tables for Rent Assistance. CommentaryThe average rent paid by persons or couples entitled to receive Rent Assistance for 5 March 2004 was $274 a fortnight while the average amount of Rent Assistance was $77 a fortnight. Figure 11 Rent Assistance expenditure (2004) and customer numbers, 1993–04 to 2003–04 Social Housing Subsidy ProgramQuantityNumber of dwellings funded-332 Price$2.0 million CommentaryThe Social Housing Subsidy Program (SHSP) was introduced in the early 1990s to demonstrate private sector financing models to expand housing options for rental tenants. The program involves a significant shift from the traditional focus on capital funding to more flexible approaches that utilise private sector investment, such as head leasing. Two projects operate under the program: the expansion of community housing opportunities in New South Wales and a private leasing scheme in the ACT. The ACT Government has released Stage 1 of its review of the private leasing scheme. Supported Accommodation Assistance Program (SAAP)Note Performance information for SAAP refers to 2002-03. Data for 2003-04 will be available towards the end of 2004. The indicators below use a mix of client data and support period data because some SAAP clients make multiple use of SAAP services. All SAAP data are based on support periods or occasions of support, but it is possible to estimate the number of clients and derive demographic details. Unit costs are based on recurrent funding allocations, excluding casual and potential clients, and accompanying children.
CostCost per customer assigned a SAAP service-$3040 Cost per completed support period-$1890 Cost per day of support-$41 Effectiveness-early interventionPercentage of SAAP customers’ identified needs that are met by the program-93.1 per cent Effectiveness-independencePercentage of customers entering support with no income who exit with income-2.3 per cent (income includes income support) Percentage of customers exiting to independent housing after support-72.4 per cent Quality-access and choicePercentage of people seeking services who receive a service-85.8 per cent Percentage of people with Aboriginal and Torres Strait Islander backgrounds seeking services who receive a service-82.3 per cent. The proportion of Aboriginal and Torres Strait Islander people among total SAAP clients was 17.7 per cent. Percentage of people with culturally and linguistically diverse backgrounds seeking services who receive a service-94.o per cent. The proportion of people from culturally and linguistically diverse backgrounds among total SAAP clients was 9.79 per cent. Quality-assuranceCommissioned research is of a high standard (timely, fulfils terms of reference, complete, methodologically sound) and contributes to policy understanding and development Research and evaluation during 2003-04 was of a high standard. It met timelines and terms of reference and was methodologically sound. Service improved through increased percentage of SAAP clients with a case plan There was an agreed support plan for 61.3 per cent of support periods or occasions of support in 2002-03. QuantityNumber of customers assisted annually-97 600 Number of occasions of support-176 300 Price$171.3 million CommentaryDuring 2003-04, on behalf of the SAAP National Coordination and Development Committee, FaCS commissioned a number of research projects that were designed to research, gather and analyse data and information about SAAP and homelessness issues. The findings of these projects would inform the national evaluation of SAAP IV, which was also conducted in 2003-04. The research projects undertaken and completed in 2003-04 included research to progress measurement of new indicators in the following areas: outcome measurement in SAAP-funded services, and identification and measurement of clients with high and complex needs. Also undertaken and completed were a comprehensive literature review of Australian and international trends in homelessness; analysis of SAAP data relating to client outcomes; investigation of the support structures needed by SAAP clients to access and secure successful housing after homelessness; and research on the pathways into homelessness by ex-prisoners. A survey of customer satisfaction in SAAP was also conducted in 2003-04. Nationally, implementation of the information management plan has progressed, including the piloting of a new core data set and exploring the possibility of introducing a new customer record linkage key in 2005. The Supported Accommodation Assistance Act 1994 stipulates that there should be a national evaluation to measure program performance every five years and that the evaluation report is to be provided to ministers twelve months before the end of the current agreement. In June 2003, Australian Government and state and territory government officials agreed to the approach to be used for the SAAP IV national evaluation. The national evaluation commenced in August 2003, and was conducted by an independent consultant who accessed and analysed various data and information sources to assess the effectiveness, efficiency and appropriateness of current program arrangements. Significant public consultation and input from stakeholders occurred as part of the evaluation. FaCS managed the national evaluation on behalf of the SAAP National Coordination and Development Committee. The evaluation was completed in May 2004 and provided to the Community and Disability Services ministers’ conference in July 2004. The Australian Government’s commitment to negotiating a new SAAP agreement with the states and territories was announced at this conference. Supported Accommodation Assistance Program—National PrioritiesEffectiveness-early interventionProjects funded test new and innovative interventions that respond to, prevent or reduce homelessness A number of strategies to support individuals and families to overcome barriers to stable housing have been successfully tested. They include strategies to increase access to and retention of private rental properties by independent young people, provision of knowledge and skills to traditionally living Aboriginal people about sustaining housing tenancies in an urban setting, and developing information and education for Indigenous young people in order to prevent homelessness. Price$0.85 million CommentaryReports from a number of different demonstration projects have recently started to become available. The findings from these reports will provide an evidence base to inform policy and program development in a range of relevant areas. Departmental outputsCostRatio of departmental expense to administered expense For every dollar spent on administered items under Output Group 2.1, 1.0 cent was spent on departmental outputs. Policy adviceQuality-customer satisfactionMinisters and ministers’ offices satisfied with the quality of policy advice and department meets standards for policy advice Ministers and their offices did not provide feedback on individual output groups but did provide feedback on departmental performance as a whole. Information on ministers’ and their offices’ assessment can be found in Volume two, Part two, ‘Ministerial and parliamentary services’. QuantityNumber of items to ministers 242 ministerial submissions and other written briefings or advice prepared; 443 ministerial replies to correspondence completed. Price$4.4 million Purchasing, funding and relationship managementQuality-assuranceDepartment ensures that service providers meet terms and conditions of funding All service providers met the terms and conditions of funding. Service agreements or contracts that meet legislative, government policy and departmental requirements are in place with all service providers All service agreements and contracts met defined standards. FaCS and Centrelink agreed on a Business Alliance Agreement for delivering Rent Assistance in 2004-05. QuantityNumber of contracts or service agreements under management-45 Number of service providers under management-38 Price$2.3 million Research and evaluationQuality-assuranceResearch and evaluation is of a high standard (timely, fulfils terms of reference, complete, methodologically sound) and contributes to policy understanding and development All research met the required standards. QuantityMajor pieces of research and evaluation completed Two major evaluations, plus contributions to Australian Housing and Urban Research Institute (AHURI). Price$3.1 million Service deliveryQuality-assuranceService providers deliver services to the standards agreed with FaCS Rent Assistance is not separately appropriated, so Centrelink’s performance in respect of Rent Assistance is generally measured with the primary income support payments. Table 36 includes performance information on Rent Assistance relating to the number of reviews and appeals. Quality—customer rights and obligationsControl of incorrect payment and fraud: savings in administered items arising from compliance activities In 2003-04 an estimated total of 154 732 reviews relating to Rent Assistance were conducted. It is estimated that 38 716 rate reductions resulted in fortnightly savings of $4.3 million, and 13 193 upward variations resulted in fortnightly increases of $636 000. The 17 242 debts totalled $4.8 million. In addition to the above reviews, Rent Assistance incorrect payment and fraud is also controlled through review activities undertaken for qualifying primary payments.
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