I need housing

Rent is based on a percentage of your income, and this is could be up to 27.5% of the household’s gross income plus rent assistance.  When offered a property, all adults over 18 will be asked to provide a written income confirmation; your rent will then be calculated on a percentage of the overall household income information supplied plus 100% Commonwealth Rent Assistance where eligible.

Rent payments can be made by Centrelink deduction or direct deposit into our NAB bank account. You will be provided with information on how you can pay rent at the beginning of your tenancy.

You will be given two complete set of keys and swipe cards: to all the external doors, security screens, window locks and internal and garage doors (where required). In Victoria, we only supply 1 key to every adult on the rent agreement. You are responsible for the cost of cutting extra sets or new swipe cards if you lose the original set.

Please call the office in such case. You will be responsible for any locksmith charges. We retain a copy of the keys and can arrange spare keys and swipe cards with enough notice.

Report repair and maintenance issues as soon as possible to our office. We make every effort to complete maintenance items quickly and professionally. 

Tenants are not permitted to authorise any maintenance. Maintenance approved by Salvation Army Housing will be paid for by us. 

All tenants will be given an after-hours number for all urgent repairs.

Yes. Contact your tenancy worker and they will be able to assist you with any further information about the property, your tenancy agreement and local services.

Consider the following:

• Notify Australia Post, all other agencies, friends, family and businesses of your change of address.
• Have final readings made of gas and electricity meters in your previous home (this will make it easier to have these services connected at your new home).
• Insure your personal belongings and contents of your home. The Salvation Army Housing insurance policy only covers the buildings, and not personal belongings.

Of course, we understand that you might have visitors, friends and relatives staying with you from time to time. Just let us know if a visitor is staying for a long time – up to six weeks.

If the visitor stays longer than six weeks, they may need to be placed on the lease and there would be a rent review.

You, as a tenant are responsible for all maintenance, damage and repair costs incurred by guests and visitors.

Subletting is not permitted under any circumstance. For further information please contact the office.

A pet application must be completed and supplied to your tenancy worker for assessment before pet is brought into a home, keeping in mind that pet can be refused based on local laws and regulations, including is the property appropriate for the pet being requested.

You are only allowed to park your vehicle in the allocated or numbered car park space that is part of the property. Do not park on the lawns or garden areas. No unregistered cars are allowed to be stored at the property.

We understand that people’s circumstances change. Sometimes this means your housing is no longer suitable for you. Let us know if your needs change and we can explore options with you.

If the change is due to health or disability, we may be able to modify your home to better suit your needs. You are required to provide a report from your General Practitioner (doctor) or an Occupational Therapist to provide a complete assessment of your needs.

We will review the assessment to determine if the modifications are possible.

You are not allowed to make any alterations, installations or additions to the property without written permission from Salvation Army Housing. To make a request, ask your tenancy worker to provide you with the alteration or maintenance form.

If you are interested in community activities such as property beautification programs, volunteer work, resident group or generally want to be part of your community, ask your tenancy worker or support worker who knows what is available in your area and suitable for you.

Your tenancy worker or support worker can assist.

We recognise the importance of building sustainable and peaceful communities and have developed a wide range of strategies to ensure you enjoy a successful and long-term experience.

You will have neighbours, either next door (if you live in a house) or maybe upstairs or downstairs (if you live in a flat).

You have a right to expect that they will respect your privacy, the property, and your peace and quiet. They of course, have the right to expect the same of you. 

First try to resolve any issue or potential dispute by speaking directly to those involved.  If the problem continues, or is too serious or confrontational to discuss directly with a neighbour, then it is important you tell your tenancy worker or support worker as soon as possible. 

Please contact the police if there is an immediate threat.

The Salvation Army is subject to the Commonwealth Privacy Act 1988, the Information Privacy Principles Instructions issued in July 1992 as well as the State Records Act 1997 which govern the collection, security, use and disclosure of personal information and health information respectively.

We may collect and disclose with your consent:

• Personal information about you that helps us find suitable housing for you.
• Your phone number to contractors to arrange repairs.
• Tenancy issues with your support worker.
• Your support requirements, for example, counselling, health and financial support, and as such:
  • Release information as required by law. For example, on written request from authorities such as Centrelink and the Australian Taxation Office.
  • Disclose information to other government agencies or statutory bodies for purposes including child protection, health reasons, law enforcement and investigation, where authorised to do so under the act or by any other law.
  • Provide information to third parties for the purposes of debt recovery.

The information about your tenancy is securely kept in our offices in your tenant file and in our electronic Tenant Management System. These include items such as your original application, tenancy agreement, rent reviews, property inspections and copies of all letters sent and received.

You have the right to access and correct your personal information held by us. If it is incorrect or incomplete, you can ask us to correct it. Talk to your tenancy worker to discuss your personal information.

Yes, we can arrange a translator to attend your appointments. Discuss this with your tenancy worker or support worker if these services are required.

As a tenant we ask you to:

• Treat our employees respectfully.
• Provide us with accurate information, openly and honestly.
• Read, or have read to you, any information that we send or give to you.
• Reply to our requests by the due date.
• Contact your tenancy worker if your income or household changes.
• Contact your tenancy worker if you need further information.
• Provide feedback about the quality of our service so we can continue to meet your needs.

If you think that we are not meeting the standards we have said we will provide, we ask you to let us know as soon as possible.  We will respond to your questions and comments quickly and appropriately.

If you are unsatisfied with our response, we ask you to follow our complaints and appeals procedures as outlined in the brochure that is part of your tenancy pack.

We are committed to the fair and just treatment of all our tenants.

As a tenant you have the right to:

• Be treated in a fair and non-discriminatory way.
• Be treated with respect.
• Access safe and secure housing.
• Be consulted about your housing needs and preferences.
• Have your personal information treated privately and confidentially.
• Access your personal information.
• Be consulted on changes to the way your tenancy is managed.
• Complain and appeal decisions.
• Use advocates.

• Provide the premises in a clean and reasonable state.
• Maintain and repair the premises (upon approval).
• Allow you peace, comfort and privacy.
• Pay council rates, land tax charges and water charges.
• Keep records of rent received during the tenancy.
• Provide and maintain locks to ensure the premises are reasonably secure.
• Complete and provide two signed condition reports and an information brochure to you at the commencement of the tenancy.

 

 

Yes, you have a right to make a formal complaint about any matter you feel has not been resolved by discussion with other tenants or your tenancy worker.