Policies and Forms | Housing Plus

Policies and Forms

We are taking the opportunity to review our policies, update, and introduce new policies. If you are looking for a particular policy not listed below, please reach out to your Housing Officer or call us on 1800 603 300.

You can find out more about our updates and new policies here.

General

This policy outlines Housing Plus’s commitment to managing and resolving customer feedback, appeals, and complaints, ensuring transparency and responsiveness in addressing concerns from tenants, applicants, and other stakeholders. It defines the processes for submitting feedback or complaints, including timelines for resolution, and highlights the roles of employees and management in upholding these procedures. Housing Plus also emphasises its dedication to accessibility and continuous improvement through regular reporting and feedback analysis.

This Privacy Policy sets out our policies in relation to management of personal information.

Housing Plus is committed to being accessible and responsive to all complainants. However, when complainants engage in unreasonable behavior, it can significantly impact our ability to deliver services effectively and the safety of our staff. This policy aims to assist staff in managing Unreasonable Complainant Conduct (UCC) by ensuring they act fairly, consistently, and appropriately.

The policy outlines strategies to manage UCC, including limiting access to services, using alternative dispute resolution methods, and legal measures like trespass orders to protect staff. It also sets out clear criteria for restricting complainant access and establishes procedures for reporting and reviewing UCC incidents.

By following this policy, Housing Plus aims to support staff in maintaining a safe and effective working environment while ensuring fairness in managing difficult situations.

Applying For Housing

This policy outlines Housing Plus’s process for assessing eligibility for social housing, including general, transitional, and supported housing programs. It specifies the criteria for eligibility, such as Australian citizenship, income limits, and the ability to sustain a tenancy, while also addressing the process for former tenants seeking to reapply for housing. Housing Plus works within the NSW Housing Pathways system to manage applications, and applicants can appeal decisions through the Housing Plus complaints and feedback process.

This policy outlines how Housing Plus allocates social housing to eligible applicants, ensuring properties meet individual and household needs while promoting sustainable tenancies and community integration. Housing Plus follows guidelines based on priority, application date, and property suitability, with specific criteria for bedroom entitlements, special needs, and Aboriginality. Applicants are given two reasonable housing offers, with clear processes for accepting, declining, or appealing decisions related to the allocation.

This policy outlines how Housing Plus assesses and categorises former tenants who reapply to the Housing Pathways waitlist. The categorisation is based on the tenant’s previous tenancy behaviour, including factors like unpaid rent, property damage, and any breaches of the tenancy agreement. The policy defines categories such as satisfactory, less than satisfactory, unsatisfactory, and ineligible, with guidelines for former tenants to meet before being eligible for re-entry into the Housing Pathways

Your House

This policy explains the procedures for starting a new residential tenancy with Housing Plus, covering social, affordable, and transitional housing. It applies to all clients and outlines their rights and obligations, along with Housing Plus’s responsibilities under relevant Acts and regulations. The policy details the steps for signing a tenancy agreement, including necessary documents, rental bond requirements, and conditions for security of tenure.

This policy outlines Housing Plus’s approach to managing tenancies for clients with complex needs, aiming to create sustainable and positive outcomes. It covers procedures for appropriate property allocations, prevention strategies, lease sign-up processes, tenancy management, and support services for tenants experiencing financial difficulties or domestic violence. The policy also emphasizes continuous improvement through regular reviews to enhance service delivery practices and tenant sustainability.

This policy outlines the guidelines for water charging within Housing Plus properties, covering social, affordable, and transitional housing. It mandates charging clients based on legislation and ministerial guidelines, with provisions for both shared and separate water meters. The policy addresses billing methods, allowances for special circumstances, hardship considerations, and appeals processes, ensuring transparency and fairness in water usage charges.

This policy outlines Housing Plus’s commitment to safeguarding the welfare of children and young people by reporting any reasonable suspicion of significant harm to the Child Protection Helpline. It specifies procedures for working with other agencies, providing housing assistance, and ensuring staff training in recognising and reporting cases of abuse or neglect. The policy emphasises compliance with relevant legislation and confidentiality measures to protect reporters and individuals involved.

This policy outlines Housing Plus’s commitment to addressing domestic and family violence within its properties, emphasising support for all victims regardless of gender or sexuality. It details procedures for staff training, victim support, reporting, and collaboration with external agencies. Additionally, it highlights provisions within the Residential Tenancy Act aimed at protecting victims and outlines actions against perpetrators, including potential relocation or termination of their tenancy. Collaboration with partners and utilisation of various housing pathways products are also emphasised to support victims effectively.

This policy outlines the procedures and guidelines for rent management at Housing Plus, covering social, affordable, and transitional housing. It details the responsibilities of different levels of management, explains how market rent and subsidised rent are calculated based on income and household size, describes methods for reviewing and adjusting rent, and establishes protocols for rent payment, bond payment, and income verification. Additionally, it addresses scenarios such as income fluctuations, self-employment, Commonwealth Rent Assistance, and actions in case of rent subsidy fraud.

This policy outlines the procedures and responsibilities involved in ending residential tenancies managed by Housing Plus, covering social, affordable, and transitional housing. It explains reasons for ending tenancies, including both tenant-initiated and Housing Plus-initiated terminations, and details the process for ending leases, inspecting properties, dealing with abandoned properties and goods, and settling tenancy accounts. It also highlights tenant rights, obligations, and appeal mechanisms in case of termination.

This policy outlines the management of affordable housing for very low to moderate-income households, ensuring they can meet basic living costs while securing appropriate housing. Housing Plus administers these programs in accordance with NSW and national guidelines, with eligibility based on criteria like income, residency, and housing need. Rent is set at 80% of the market rate, and tenants must maintain eligibility, with regular reviews to ensure continued access to affordable housing.

This policy outlines how Housing Plus manages occupancy in its properties, including the process for approving household members, visitors, and extended absences. It defines the terms for authorised and unauthorised occupants and sets guidelines for tenants who will be absent for more than six weeks, requiring approval and specific evidence. The policy also ensures that tenants adhere to their tenancy agreements by notifying Housing Plus of any changes to the household and clarifies the consequences of unauthorised occupants or prolonged absences.

This policy explains the circumstances under which Housing Plus will
require a tenant to relocate to another suitable property for a management purpose. This policy
supports Housing Plus to manage its property portfolio to maximise the benefit to our
customers.

This policy outlines how Housing Plus manages requests to keep pets in its properties. Tenants must seek written permission before acquiring a pet, and Housing Plus evaluates each request based on the suitability of the property, the impact on neighbors, and compliance with relevant legislation, including the Companion Animals Act 1998. Certain animals, such as restricted or dangerous dogs, are not allowed. If a pet causes nuisance or is found to be neglected, Housing Plus may take action, including requesting the removal of the pet and reporting concerns to authorities.

This policy outlines Housing Plus’s approach to the transfer of a Social Housing Tenancy (succession) to a current eligible household member when the tenant is no longer able to reside at the premises due to events such as health issues, imprisonment, death, or being excluded due to a Final Apprehended Violence Order. The aim is to prevent homelessness or undue hardship for eligible household members.

This policy outlines Housing Plus’s approach to property inspections and access. Housing Plus has the right to enter a property under specific circumstances, including routine inspections to assess property conditions, identify needed repairs, and address tenancy management issues. Tenants are required to provide access after receiving appropriate notice (e.g., 7 days for inspections, 2 days for repairs). In emergencies or for health and safety concerns, Housing Plus can access the property without notice or consent. If there is damage to the property caused by the tenant, Housing Plus may take actions such as issuing a breach notice or applying for termination. Tenants may appeal or review decisions made under this policy.

The Use of Property Policy ensures tenants use their properties responsibly, maintaining peace, comfort, and privacy for themselves and neighbors. Tenants must follow the tenancy agreement and may run a home business only with Housing Plus approval. Approval is based on factors like compliance with laws, minimal disruption, and insurance coverage. Housing Plus will intervene if issues arise, potentially involving NCAT if necessary.

NSW Community Housing Policies

Community Housing Access Policy

Community Housing Asset Management Policy

Community Housing Asset Ownership Policy

Community Housing Rent Policy

Community Housing Resource Allocation Policy

Community Housing Water Charging Guidelines

Privacy Policy

This policy outlines how personal information is collected, stored, and used in line with the Privacy Act 1988. It applies to all staff and stakeholders, covering the collection of contact details, employment history, and sensitive data. Information is used for legal and service purposes, stored securely, and only disclosed when necessary. Individuals can access and correct their data, with procedures in place for privacy complaints.

For more information

Housing Plus acknowledge the Traditional Custodians of the land on which we work and live, and recognise their enduring connection to the lands, waters, and culture. We honour their stories, resilience, and wisdom, which continue to enrich and guide us in a shared journey towards a respectful and inclusive future.