In Q1 and Q2, prior to COVID-19, Housing Solutions was on track to meet all its annual targets.
Q3 and Q4 focused on supporting existing home loan customers through bushfires and the impacts of COVID-19 restrictions.
Over the year, IBA delivered 454 new home loans totalling $166.1 million, providing social and economic benefit of home ownership for 1,453 Aboriginal and Torres Strait Islander peoples.
During pandemic restrictions, IBA had over 1,116 requests for financial assistance. The interest rate for all home loans was reduced to 2.99% from 9 April to 30 November 2020. Many customers were also supported with payment suspensions and reductions.
In the past few months of the 2019-20 financial year, even during the pandemic and notwithstanding generally low economic activity, IBA has experienced an increase in expressions of interest from customers seeking IBA home loans. The waiting lists of customers approved continues to grow— highlighting consistently strong demand from Aboriginal and Torres Strait Islander peoples motivated toward home ownership.
The Housing Solutions division is not just about home loans—it educates and supports customers before and throughout their journey to home ownership. The division delivered two types of face-to-face group workshops for customers:
- 26 Home Ownership Information Sessions explaining IBA home loan features and the application process
- 11 Budgeting For Home Ownership workshops explaining savings plans and healthy money habits.
During restrictions, IBA moved to online webinars so it could continue supporting customers despite travel restrictions and social distancing requirements. As restrictions continued into Q3 and Q4, IBA held ten online budgeting webinars for seventy seven participants.
IBA stays connected with existing customers by phone and video. Its social media presence offers a series of supports, tips and links during this challenging time.
The annual Customer Satisfaction Survey, completed in January, achieved outstanding results, demonstrating that IBA connects strongly with customers and is invested in their success.