How many people are ahead of me on the list?
This information is not provided, as it does not reflect the time taken to be housed. Every day people change their preference for a certain location, or ask to be removed from the waiting list. The Department of Housing and Works has no way of knowing when properties will become available for allocating.
Why are people who applied later than me, being housed before me?
The Department generally allocates housing in the order in which people apply. However, as the Department provides a choice of housing types and locations to customers, the time taken to allocate housing will vary depending on those choices. For example, the waiting time will be reduced for customers choosing zones not in high demand and by not restricting the type of housing options.
What properties are available in this zone?
Tables showing current wait times/allocations according to available accommodation types are available for metropolitan or regional zones.
Can I choose the accommodation type i.e. Number of bedrooms/building structure?
The size of the property is determined by the number of bedrooms needed to accommodate the occupants. Properties are allocated to the next person on the waiting list as they become available. The Department aims to provide a reasonable standard of housing regardless of how old the property is or what building materials are used. For information on how many bedrooms a household is entitled to click here.
I owe the Department money, but can I still go on the waiting list?
It is possible for customers with debts to apply for housing by entering into arrangements to repay their existing debts, but no accommodation will be offered until all the debts are cleared. Management may use discretion where extenuating circumstances exist. However, if applicants default on repayment arrangements during this waiting period, the application may be removed. Information on Eligibility for applicants with Debt to the Department of Housing and Works policy and the Debt Discount Scheme can be found here.
How do I get on the priority list, and what information do I need to provide?
Regional offices assess priority assistance. Applicants need to provide supporting documents to substantiate their claims, such as medical letters or restraining orders. For more information, please click here.
Do you have emergency accommodation?
Emergency accommodation is provided as short term relief and eligible applicants will need to make arrangements for long term accommodation during their occupancy. Our ability to assist you will depend on the properties available at that time, and will only be allocated to applicants who have no other immediate options. For more information please click here.
How is the rent calculated?
The rent is calculated in consideration of the applicant(s) gross assessable income, other household members and the number of dependant children. Rent payable for all new tenants will never exceed 25% of their gross income. For information on what income is not assessable refer to the Rent to Income policy in the Rental Policy Manual.
Can I have a receipt for the Centrelink payments or deductions?
Tenancy rental statements are sent regularly. The statement will show all charges and payments received for that account period, including those received from Centrelink. A printout of your current account statement can also be provided on request to your Accommodation Manager or a Customer Service Officer.
Can I change the amount of my direct deduction?
Yes, tenants can alter the agreed amount at any time.
Why does the Department ask for new income details every year even if my income hasn't changed?
As a condition of your tenancy, you agreed to provide income statements annually to enable the Department to calculate the correct amount of rent payable. By providing the required statements the Department can verify that your income has not changed.
If I get a job, will my rent go up?
As the amount of rent payable is assessed against your income, it is quite likely that your rent will increase if you get a job. However, the amount payable will never exceed more than 25% of your gross income. To ease the transition, the Department has a Working Allowance for tenants moving from Centrelink payments to wages. This allowance deducts $30 week from the assessable income.
I want to move to another house or area, can I get a transfer?
It may be possible to transfer homes, but it depends on individual circumstances. A tenant with an urgent housing need may apply for a priority transfer.
If I can find someone to swap houses with me, can I do that?
Yes, it is possible to exchange houses with the approval of the accommodation managers for both properties. Both parties must also be eligible for the accommodation in question and new tenancy agreements must be completed prior to the exchange of properties.
Can the maintenance contractor phone me for an appointment?
The maintenance contract requires the contractor to make an appointment for Routine and Priority work. For Emergency work, the customer is informed that a contractor will visit within 3 hours, so no appointment is made. Appointments will be made where telephone contact can be achieved. Otherwise the contractor will leave a Contractors Visit Notification which will request that the customer make contact.
What time and day will the Contractor come to do the work?
The maintenance contract requires the contractor to be available for other than emergency work between 7.30 am and 5pm Monday to Saturday. When making an appointment, the contractor is required to make a time between 7.30 am to 12.00 or from 12.00 to 5pm. They are not required to make a specific appointment time, such as 11.20am.
I requested repairs to my property, when will they be done?
Contractors are required to attend to:
- Emergency work within 3 hours.
- Priority work within 48 hours
- Routine, non-major work, within 10 calendar days, and
- Major work within 28 calendar days.
Further information on Maintenance issues can be found here.
How much bond will I get?
The bond assistance loan is determined by the number and relationship of household occupants and the amount of rent payable. For example, a couple or supporting parent with two children will receive up to a maximum of $800 towards the bond. For other bond assistance rates click here.
Is the Bond Assistance loan paid directly to me?
No, the loan is paid directly to the landlord on your behalf. You must make payments on the loan to the Department during the term of the tenancy until the loan is repaid in full.
When I vacate my private rental what happens to the bond I have paid?
If you have met the conditions of your lease and repaid the loan amount in full, the landlord will refund the bond to you when you vacate. However, if the loan is not paid in full, the Landlord may pay the amount of the unpaid loan directly to the Department and refund the balance to you.
I think I owe the Department money but can I still get Bond Assistance?
All debts must be cleared before Bond Assistance will be approved. If extenuating circumstances exist, the Department will consider applications at their discretion providing arrangements have been made to commence repayments of the debt. Click here for information on Eligibility for applicants with Debt to the Department of Housing and Works policy.
Can I buy the property I am renting or other Department of Housing and Works properties?
The Rental Sales Scheme allows eligible tenants to buy their current rental property, if that property is available for purchase. The Goodstart scheme enables tenants to buy a share of an available Department of Housing and Works home.
How do I found out the balance of my housing loan?
The balance of your loan account is provided in your loan statement, which is sent to you six monthly. If you want to check your loan balance at any other time, you can enquire by phone to the Housing Society which is your loan retailer [or Keystart, if Keystart directly manages your loan].
Where can I find more information on Home Loan Schemes and Department properties for sale?
Home Loan Schemes information can be found here. For further information about properties available for sale phone Keystart on (08) 92338 3100 or 1800 199 050 for country callers. Properties for sale are also listed on the internet. Click here to view current listings.
