Programmed understands the concerns raised recently regarding maintenance services for public housing tenants in the territory and take these matters seriously.
Every tenant deserves a safe, well‑maintained home, and we are committed to delivering services with care, empathy, and accountability.
As a long‑standing maintenance partner in the territory, Programmed’s focus is delivering responsive, high‑quality services that prioritise tenant wellbeing and safety.
Programmed has a strong track record of successful service delivery and are committed to continuous improvement. Programmed is working diligently to identify any particular or perceived outstanding issues that have been raised and will look to resolve them as soon as possible.
We also recognise that navigating the broader public housing system can be complex at times, and we are committed to assisting in making things easier.
Each year, Programmed completes approximately 45,000 maintenance jobs in the ACT, with 25% of these classified as category one or urgent, which get completed in under four hours from initial request, demonstrating a commitment to swift action on critical issues.
Of these 45,000 jobs, only 365 resulted in complaints, representing a complaint rate of just 0.8%. We also handle 130,000 calls, 70,000 emails, and completed 905 vacant restorations and have completed over 2,500 work order audits, resulting in over 12,000 properties being serviced.
‘Programmed remains committed to servicing the ACT communities as we too are constituents and community members in the territory’, said Paul Amato, Head of Programmed Facility Management for ACT and NSW.
In addition to delivering maintenance services, Programmed provides opportunities to bring tenants and tradespeople together to build trust and understanding through their Trade for a Day initiative.
In collaboration with our ACT resident vendor network, Programmed also deliver training and sustainable employment pathways for tenants who want to gain skills and work in trades. This approach not only supports individuals but uplifts the local vendor network, and economy by creating opportunities for training and employment.
‘Programmed has a long history of supporting various social housing providers all across Australia and New Zealand, and our local teams and tradespersons take pride in the work they deliver for our clients and their tenants.’, reiterated Graeme Hurn, Programmed Facility Management CEO.
Our focus remains on continuous improvement. We regularly audit our performance, invest in technology to streamline workflows, and engage with tenants to understand their experiences.
These steps help us uphold the high standards expected by us and work to ensure that the communities we serve feel supported and respected.
