Statement of Service Performance
for the Department of Building and Housing for the year ended 30 June 2005
Prior to 1 November 2004, the Department was known as the Ministry of Housing. At this time, the Ministry was renamed the Department of Building and Housing, building policy functions were added from the Ministry of Economic Development and related functions were included from Housing New Zealand Corporation. On 30 November 2004 the functions of the former Building Industry Authority were also added.
| Residential Tenancy Services |
| This output class involves the administration of the Residential Tenancies Act 1986. It includes the provision of information, education, advice and dispute resolution services. It also involves undertaking compliance activity and the administration of residential tenancy bond monies. |
| Key Business Strategies
The key business strategies in this output class are to:
- work with other agencies and organisations to provide information about rights and obligations to target groups and to encourage the use of quality property management and business practices by landlords and property managers
- encourage early intervention to reduce the incidence and level of rent arrears
- understand the causes of the high rate of short-term tenancies, and develop and implement targeted responses to those groups where tenancies are failing
- increase the proportion of disputes settled out of court
- take, or support individuals to take, proceedings on breaches of the law that affect the wider public interest
- investigate service delivery options that increase service flexibility to meet client needs.
|
| Service Performance |
| Deliverable |
Performance to 30 June 2005 |
| Bond Lodgements: All new bonds received will be accurately recorded on the system, based on information supplied by the tenant and/or landlord |
Performance is measured based on a sample of approximately 20 percent of bonds processed. The sample size is set based on individual staff performance. The error rate in 2004/05 was 0.80 percent, which is below the 1 percent target set for this area. Any errors are corrected and training needs identified and included in individual or group training |
| Bond Refunds: All bonds will be correctly refunded based on information held at the time of the refund |
Performance is measured based on a sample of approximately 20 percent of bonds received. The sample size is set based on staff performance. The error rate in 2004/05 was 0.80 percent, which is below the 1 percent target set for this area. Any errors are corrected and training needs identified and included in individual or group training |
| Bond Fund Investment: All bond investments will be made within the criteria of the investment strategy and within 0.25 percent of prevailing daily rates |
All investments were correctly accounted for and made within the terms of the Department's investment strategy, apart from 4 months when the maximum percentage limit for a term of 1 year or less was exceeded by a maximum of 2.2 percent, and 3 months when the counterparty investment exceeded 35 percent of the fund by a maximum of 3.2 percent. This was largely the result of the reduction in the number of trading banks in New Zealand. The investment policy was amended to increase the banks able to be invested in from 1 December 2004
All new investments were within 0.25 percent of the prevailing daily rate
|
|
Public Information and Education: Survey awareness of Tenancy Services, rights and obligations and the use of high-quality property management practices
Use focus groups to survey the effectiveness of information for target groups
|
During 2005, Tenancy Services' primary strategy was to develop a 5-year public information and education strategy. This will provide the basis for research to be completed in 2005/06 and outyears. This has been completed and included a range of focus groups with key stakeholders to ensure the strategy meets the needs of these groups |
Statement of Service Performance
for the Department of Building and Housing for the year ended 30 June 2005
| Service Performance |
2005
Actual |
2005
Estimated
Demand/Target |
2004
Actual |
| Bond Lodgements |
| Bond lodgements |
211,105 |
200,000 |
213,881 |
| Bond lodgements completed within 5 working days |
94% |
100% |
97.5% |
| Bond Refunds |
| Bond refunds |
200,520 |
200,000 |
203,030 |
| Bond refunds completed within 2 working days |
98% |
100% |
98.5% |
| Bond Advice |
| Bond advice calls1 |
190,391 |
210,000 |
206,223 |
| Bond advice meets or exceeds quality standards |
87% |
75% |
88% |
| Abandonment rate |
4% |
5% |
3.5% |
| Tenancy Advice |
| Calls for tenancy advice |
207,425 |
235,000 |
230,315 |
| Tenancy advice meets or exceeds quality standards2 |
85% |
75% |
86% |
| Abandonment rate |
6% |
7% |
4.4% |
| Dispute Resolution |
| Number of Tenancy Tribunal applications |
45,362 |
46,500 |
43,890 |
| Out of Court Settlement Rate (excluding vacated applications3) |
67% |
67.5% |
62.3% |
| Number of Tenancy Tribunal hearings scheduled |
22,943 |
24,500 |
22,000 |
| Applications proceeding to hearing within 20 days (excluding vacated applications) |
81% |
80% |
71.4% |
| % of voluntary compliance as a result of interventions |
100% |
80% |
97% |
| Financial Performance (figures exclusive of GST) |
2005
Actual
$000 |
2005
Main
Estimates
$000 |
2005
Supplementary
Estimates
$000 |
2004
Actual
$000 |
| Revenue |
| Crown |
6,140 |
5,542 |
6,140 |
5,899 |
| Departmental |
74 |
138 |
138 |
14 |
| Other |
12,002 |
9,934 |
11,691 |
9,903 |
| Total Revenue |
18,216 |
15,614 |
17,969 |
15,816 |
| Total Expenses |
16,192 |
15,614 |
16,212 |
15,096 |
| Net surplus/(deficit) |
2,024 |
- |
1,757 |
720 |
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