handbook - tenant - ch...housing services tenant handbook page 7your telephone calls when you...

Tenant Handbook Churches of Christ Housing Services

CONTENTS

Welcome ...................................................................................................................................... 4

About us ...................................................................................................................................... 4

Contacting us ......................................................................................................................... 5

Customer Service Standards ................................................................................................. 6

Rent and money matters ............................................................................................................ 9

How is my rent calculated? .................................................................................................... 9

How do I pay my rent? ......................................................................................................... 10

What are rental bonds? ........................................................................................................ 10

What happens if I fall behind with my rent? .......................................................................... 10

Tips for dealing with debt ..................................................................................................... 11

Moving into your new home ..................................................................................................... 12

Your Tenancy or Lease Agreement ...................................................................................... 12

What are my rights as a tenant? ........................................................................................... 12

What are my obligations as a tenant? .................................................................................. 13

Can I keep a pet in my home?.............................................................................................. 13

Do I have my own parking space? ....................................................................................... 14

Moving-in advice .................................................................................................................. 14

Moving-in checklist ................................................................................................................... 17

Moving-in Checklist .............................................................................................................. 17

Taking care of your home ........................................................................................................ 18

How do I report a repair? ...................................................................................................... 18

When will someone attend to my repair? .............................................................................. 18

What are my repairs and maintenance obligations? ............................................................. 19

What if I want to alter or improve my home? ........................................................................ 21

What if I need my home modified due to a disability? ........................................................... 21

When will you inspect my home? ......................................................................................... 21

When will improvements or upgrades be undertaken to my home? ...................................... 22

Tips on caring for your home ................................................................................................ 22

Maintenance self help guide ................................................................................................. 23

Your wellbeing, safety and security ........................................................................................ 25

What if I need some assistance or support to help me live in my home? .............................. 25

What if there is a fire, flood or other emergency? ................................................................. 25

How do I maintain the smoke alarm? ................................................................................... 28

Tips for saving water ............................................................................................................ 28

Crime prevention tips ........................................................................................................... 30

Respect for others .................................................................................................................... 31

Tips for being a good neighbour ........................................................................................... 31

Housing Services Tenant Handbook

What if I have a dispute with a neighbour? ........................................................................... 31

How do I report problems in the surrounding environment? ................................................. 32

Your Customer Charter ........................................................................................................ 32

Changing or ending your tenancy ........................................................................................... 33

Do I need to report a change in my circumstances? ............................................................. 33

Can I get a transfer or move to another property? ................................................................ 34

How do I end my tenancy? ................................................................................................... 35

Moving out checklist ............................................................................................................. 37

Getting information and becoming involved .......................................................................... 38

How do I provide feedback or make a complaint? ................................................................ 38

How can I get involved as a tenant? ..................................................................................... 38

How can I get involved in my community? ............................................................................ 39

Useful information and contacts.............................................................................................. 40

The Queensland Government Housing and Homelessness Services ................................... 40

Advocacy and advice ........................................................................................................... 40

Acknowledgements .............................................................................................................. 40

Useful contacts .................................................................................................................... 41

Feedback and complaints ........................................................................................................ 42

Your feedback matters ......................................................................................................... 42

Suggestions .............................................................................................................. 42

Compliments ............................................................................................................. 42

Appeals ..................................................................................................................... 42

Making a complaint ................................................................................................... 43

If you’re still not satisfied...... ..................................................................................... 43

Tenancy complaints and disputes ........................................................................................... 44

Resolving your neighbour disputes and nuisance issues ...................................................... 44

What do I do if I have a problem with my neighbour? ................................................ 44

Mediation .................................................................................................................. 44

Lodging a complaint .................................................................................................. 44

To make a complaint: ................................................................................................ 44

Welcome We would like to welcome you to your new home with Churches of Christ Housing Services and provide you with some information about our organisation and how we will manage your tenancy.

We are committed to providing you with quality services throughout your tenancy and will make every effort to meet your expectations and ongoing housing needs.

About us Churches of Christ Housing Services is a leading provider of housing solutions for individuals and families facing housing stress and homelessness.

We are one of the most diverse providers in Queensland with expertise in:

tenancy and property management

housing support services

community development

asset management

property development.

We are a registered tier one provider under the National Regulatory System for Community Housing and have been delivering responsive housing outcomes for people and communities for over 35 years.

Managing a portfolio in excess of 1,200 properties, we are responsible for housing more than 3,000 people and providing homelessness advice and assistance to many more.

The property portfolio comprises:

33% wholly owned

43% managed on behalf of the government

24% managed on behalf of investors.

We currently operate across 14 local government areas, with the largest presence in Brisbane, Ipswich, Lockyer Valley, Moreton Bay, Gold Coast and Sunshine Coast regions. We have regional offices in Brisbane, Ipswich and on the Gold Coast and dedicated site offices at most of our developments, ensuring we are accessible and responsive to individual and community needs.

The diversity of our portfolio includes share houses, studio units, apartments and houses for single people, young people, families and the elderly across various social and affordable housing programs.

The homes we provide go beyond housing and are complemented by our specialist tenancy management services, case management support and intervention assistance, as well as pastoral and spiritual care through our community chaplaincy program. We also offer a range of tenant participation and community engagement initiatives which aim to reduce social isolation and empower our residents.

In addition to the services we provide, we also partner with more than 20 specialist agencies who provide support specific to the needs of people living in our properties.


About our team

The Housing Services team is a group of highly qualified and dedicated property management staff. Your main contact will be with your Housing Officer who will introduce themselves to you at the start of your tenancy. The role of the Housing Officer is to provide you with a responsive and supportive property and tenancy management service whilst ensuring that the obligations of your tenancy and relevant legislation are being met.

From time to time, you may speak to a number of different staff that undertake various roles within the Housing Services team, from Office Administration to Property Management and Maintenance. All staff will aim to provide you with an excellent service in line with our Customer Charter.

The Operations Manager or General Manager is available to you if there are any issues that cannot be resolved with your Housing Officer. We are committed to providing ongoing training and professional development to staff to ensure that they exceed your expectations in terms of knowledge and service delivery. As such, there may be occasions when the office will be closed for staff training.

Housing support team

Housing Support staff are an essential part of the Housing Services team. The aim of the Housing Support team is to assist tenants use their strength and capabilities to address the needs and demands of family and community life that may have resulted in their homelessness, or that have arisen due to being homeless. The Housing Support team will work with families and individuals to overcome barriers to achieve long-term, safe and secure housing options.

The Housing Support team can provide guidance on, budgeting, life skills, positive parenting, drug and alcohol support and access or referral to other specialist services.

Contacting us

Access to our offices

We are committed to meeting the needs of all tenants and we have offices in various locations, including our unit developments, which are wheelchair accessible. If you require wheelchair access to a Housing Services office, please contact your Regional Housing Office to arrange an appointment at an appropriate location. Churches of Christ Housing Services is committed to meeting the needs of all tenants and has offices in various locations which are wheelchair accessible. If you require wheelchair access to a Housing Services office please contact your Regional Housing Office to arrange an appointment at an appropriate location.

Translation Services

If you would like any information within this Handbook translated into another language, or provided in another format, please contact your Regional Housing Office and we will arrange this for you.

Contact details

Hours of operation: Housing offices are open from 8.30am – 4.30pm Monday to Friday.

Email: [email protected]

Website: cofc.com.au/housing

Brisbane (head office) Ipswich Gold Coast

PO Box 508 41 Brookfield Road Kenmore QLD 4069 07 3327 1674

PO Box 252 200 Brisbane Road Booval 4304 07 3436 8900

120 Queen Street Southport QLD 4215 07 5539 7655

mailto:[email protected]

http://www.cofc.com.au/housing

Customer Service Standards

Our Customer Charter

Our customer care statement “Churches of Christ Housing Services is committed to providing the highest standard of service to all customers. We achieve this by being open, fair and honest in all our practices. We aim to treat our customers as we would wish to be treated ourselves.” Our commitment As our customer, we would like you to know the standards you can expect from us. We aim to achieve these across the whole of Churches of Christ Housing Services. The standards set out below emphasise our commitment to you as our customer. Access to services One of Churches of Christ Housing Services’ key aims is to promote fairness and equality, which means ensuring equal access to our services for all our customers. The process of improving access to services involves finding out what barriers exist for different customers and why. Below are some measures we will take to improve access to services. Reading, writing and listening We will use plain language that is easily understood. We will avoid the use of technical terms, abbreviations and jargons. We will identify where it is appropriate for us to have literature translated into other languages. We will endeavour to communicate more effectively with those who are hearing impaired or sight impaired. Office layout and location We will aim to make our offices as accessible as possible for those with impaired mobility. We will think about the access needs of parents with children. We will adopt a positive attitude to health and safety practices. We will provide local meetings for our customers in locations that are remote to our Regional Housing Offices. Your correspondence We will send an acknowledgement card within 3 working days of receiving your letter or email. We will answer your correspondence within 10 working days. It is anticipated that in most cases you will receive a response well within this timescale. However, a maximum of 10 working days has been set to allow for staff holidays or where detailed investigations are required. You will be provided with the full name and position of the person who is dealing with your enquiry, to make direct contact easier. Where this is not possible, the letter will clearly indicate the name and title of the contact person.


Your telephone calls When you telephone us, we will answer the phone promptly. During the telephone conversation, you will be told who you are speaking to. If the person you wish to contact is not available, we will note your details and pass on the information. Your call will be returned within 24 hours, excluding weekends, with either a direct response or a timescale for action. At our reception When you call into our office, staff will greet you and advise the relevant person / department of your arrival and let you know how long you will wait. If prior arrangements have not been made, you may not always be able to see the person you want right away, in which case we will offer you an interview with an alternative person or with your chosen person within 15 working days to allow for holidays. Private rooms will be used to discuss matters of a confidential or personal nature You will be treated in a friendly and courteous manner. At your home Home visits are necessary for many services provided by our Housing Services. In addition, you can request a home visit if calling into our office causes you difficulty. We will offer an appointment system for home visits by staff, where requested. We will ensure that all our staff carry photographic identification that must be shown immediately and before entering your home. If we need to cancel a visit we will let you know as a matter of priority and make convenient arrangements for an alternative time. How to tell us what you think of our service - comments and suggestions We are committed to a quality service which is responsive to your needs. We welcome any suggestions and comments you wish to make. All comments and suggestions will be acknowledged within 10 working days. We will use information from these comments and complaints when monitoring and reviewing our policies and systems. Complaints policy Churches of Christ Housing Services has a published Complaints Policy which outlines what you should do if you are dissatisfied with the service we are providing. Copies of the Complaints Policy are available on public display in our offices, on the website and on request.

Monitoring and review Churches of Christ Housing Services is committed to regular monitoring and review of our customer relationship, principles and practices.

Privacy of your information

Our commitment We recognise that your privacy is important and that you have a right to control your personal information. Unless you give us explicit consent to act otherwise, the following outlines how we will handle your personal information and safeguard your privacy. We are committed to protecting your personal information, giving you choices about who can access or use your personal information and how your information may be used. Copies of our Policy regarding the Privacy Act and the Management of Client Personal Information are available upon request from your Regional Housing Office.

Your privacy We will protect your personal information by complying with the Privacy Act and the ten National Privacy Principles which cover: Collection Use and disclosure Data quality Data security Openness

Access and correction Identifiers Anonymity Transformer data flows Sensitive information

Information collection Personal information may be collected in a variety of ways. Where personal information is required, it will be limited to what is necessary to fulfill the functions of each service. We do not collect information on the off-chance that it may become necessary to have it at some time in the future.

Your protection We will only collect personal information if it is necessary for the effective provision of our services. Personal information will be securely stored and is not disclosed to other parties without your consent. If you become aware that we are holding personal information which is no longer required, incorrect, or out-of-date, please notify us so we can amend or destroy the information. This will be done in a secure and sensitive way. Your rights You have the right to view your personal information held by us. If you wish to access the information or have concerns about personal information held you should contact the General Manager.

If your concerns are not addressed to your satisfaction, you should contact Churches of Christ Housing Services’ Privacy Officer on 07 3327 1600. If you still feel that your concerns have not been resolved, your complaint can be sent direct to the: Commonwealth Privacy Commissioner, GPO Box 5218, Sydney NSW 2001 Phone: 1300 363 992 Email: [email protected] Obtaining your personal information You can request access to our documents that contain your personal information during and after your tenancy. Access to some documents may be refused to protect essential public interests or the personal or business affairs of others. You can ask for amendments to your personal information if you believe it is wrong, misleading, incomplete or out-of-date. Amendments will be recorded on your file. No documents or any part of any document will be removed from your file. You can apply to view your personal information by contacting your Housing Services Regional Housing Office.


Rent and money matters

How is my rent calculated?

As a tenant, you are required to pay rent for your home along with a rental bond and in some instances a service or utility charge. Charges may vary according to the specific type of housing provided as well as your income and individual circumstances. All fees will be calculated in accordance with our Rent Setting Policy, a copy of which is available upon request from your Regional Housing Office.

All rent and charges will be calculated before you are asked to sign your lease agreement and will be explained fully to you.

Any rent collected by us is credited to your rent account. A rental statement can be provided upon request, showing rent charged, payments made and the account balance.

You are responsible for the payment of rent from the start date of your tenancy, which is shown on your lease agreement. Rent must be paid at least two weeks in advance at the commencement of your tenancy and thereafter on your rent payment dates unless alternative arrangements have been agreed with your Housing Officer.

If you are in one of the following Housing programs, you rent will be calculated based on 25% of gross assessable household income or the market rent of the property, whichever is less including Commonwealth Rent Assistance:

Crisis Accommodation

Community Managed Studio Units

Community Rent Scheme

Long Term Community Housing

If we have provided you with furniture, an additional 3% will be charged to cover repairs and maintenance and future replacement of this.

If you are in our Long Term Affordable Housing program, rents will be set based on a discount to the market rent for the property. Rents will be set up to 74.9% of the market rate and be no more than 30% of your income, plus Commonwealth Rent Assistance, to ensure that it is affordable.

Annual rent reviews

On an annual basis we review the rent for all of our properties. Depending on the property that you occupy your rent increase may be based on a percentage of market rent, or you will be requested to provide recent evidence of income from which your rent is calculated at 25% of gross assessable income.

If you do not provide the necessary asset and income information when requested, we will be unable to assess your income which may result in full market rent being charged. If you are in our Long Term Affordable Housing program and your rent is above the 30% benchmark following the rent review, staff will work with you to identify a more affordable housing solution.

Ongoing eligibility

As part of the rent review process, you are required to provide details of your current household income regardless of the property that you occupy.

This information is also used to assess your ongoing eligibility for housing assistance as determined by the Queensland Government’s Common Eligibility Criteria.

If you are no longer eligible for housing assistance due to a change in your circumstances, we will work with you to support your transition to an alternative, more appropriate housing option such as

NRAS or private rental. We may need to serve you with a Notice to Leave in order to formalise this process.

If you are concerned about a change in your circumstances and what this means for your rent and/or your ongoing eligibility, please contact your Regional Housing Office for more information and advice.

How do I pay my rent?

You can pay your rent in a number of ways:

Payments can be made using a deposit book provided by your Housing Officer.

Payments may be automatically deducted from Centrelink payments using Centrepay Deductions at no cost to you. Forms can be provided by your Housing Officer.

Internet Banking - your Housing Officer will provide bank details and an individual reference number for transactions.

What are rental bonds?

We require all tenants to pay a bond which is equivalent to four weeks rent for your property. Rental bonds collected are held by the Residential Tenancies Authority for the duration of your tenancy.

You must pay your bond prior to the start of your tenancy. Bond Loans can be arranged through the Department of Housing and Public Works. Alternatively, in special circumstances, a repayment plan can be arranged with us if there are no other options available to you.

If the rent is increased during your tenancy you will be required to pay the balance of the bond to maintain the amount at four weeks rent.

At the end of your tenancy, your rental bond will be refunded to you unless you owe us any rent or other costs for repairs, maintenance or cleaning of the property. In this situation, we will make a claim against your bond to recover these costs. A copy of our Rental Bond Management Policy is available upon request from your Regional Housing Office.

What happens if I fall behind with my rent?

If you have problems paying your rent, you must contact us as soon as possible. We are sympathetic to anyone who is having difficulty paying their rent and will try to help you as much as we can.

Our staff will treat each enquiry with courtesy and understanding and all information is treated in the strictest confidence. However, if you are experiencing any difficulty whatsoever, it is vital that you let us know as soon as possible as any delay could seriously affect the way we are able to help you.

Your Housing Officer can either visit you at home, or meet with you in one of our regional or site offices.

They will discuss the arrears situation with you and depending on your circumstances, set up a realistic repayment plan.

If you do not pay your rent, we will pursue a firm but fair approach to the recovery of rent arrears. We have a series of steps to follow when tenants do not pay their rent on time.

These include the following:

A phone call or reminder letter from your Housing Officer to bring to your attention that the rent has not been paid


Issuing you with a Notice to Remedy Breach if your rent is more than eight days overdue. If you receive a Notice you should contact your Housing Officer immediately to discuss this and arrange a repayment plan

If your rental arrears are not paid in a further seven days, even where a payment plan is in place, a Notice to Leave will be issued due to the level of your debt

If you still have rent arrears outstanding when the Notice to Leave expiry date has passed, we will apply for a Warrant of Possession from the Queensland Civil and Administrative Tribunal

If you have a payment plan in place and are making repayments then action on the warrant will be postponed. The warrant will be cancelled once the arrears have been cleared and you are maintaining your rent payments in accordance with your lease agreement

The Last Resort.....If you do not have a repayment plan or are not maintaining the repayment plan, then the warrant will be immediately acted upon to end your tenancy.

Remember, we are here to help you. The earlier we know about a problem, the easier it will be for us to help you solve it.

Tips for dealing with debt

If you have difficulty in paying any debts, your Housing Officer can offer confidential help and advice. It is important to try to deal with debts before they become more serious or get out of hand. To begin with, you might want to follow these useful tips:

Work out a family budget

This will let you see what your income is and how your money is being spent. You should also find out if you are entitled to claim any other benefits.

Establish your priority debts

Work out from your budget how much is left once you have paid for rent, food, fuel and other essentials. The amount that is left can go towards paying off debts and meeting other commitments.

Approach your creditors

If you are behind with payments or struggling to meet them, tell your creditors as soon as possible.

If they are threatening to take legal action or repossess goods, they will have to go to court to do this. It is a good idea to discuss your family budget with your creditors and arrange to pay a set amount regularly to gradually reduce the arrears and take care of ongoing costs. But don’t offer to pay more than you can reasonably afford as this could create further difficulties.

Help with debt

A number of organisations offer confidential information and advice. A copy of the Money Smart Guide “Dealing with Debt” which contains a list of such organisations is available upon request from your Regional Housing Office.

Moving into your new home

Your Tenancy or Lease Agreement

Your Residential Tenancy Agreement is a legal contract between Churches of Christ Housing Services (your landlord or lessor) and you as the tenant. The Residential Tenancy Agreement has two parts:

Part 1 – the schedule containing details of the property

Part 2 – terms and conditions of the tenancy agreement.

Your tenancy or lease agreement is an important document and sets out your rights and responsibilities as a tenant, and those of Churches of Christ Housing Services as your landlord. More detailed information explaining the tenancy agreement can be found in the Residential Tenancies Authority Information Statement ‘Renting a House in Queensland’ Booklet. A copy of this will be given to you before you sign your tenancy agreement. The Booklet is a useful guide to how the law applies to renting and it will help you to understand your legal rights and responsibilities.

We will provide you with a copy of the Tenancy/Lease Agreement to read prior to signing. The Housing Officer will also read through the agreement’s terms and conditions with you to ensure that all items are understood. You will be provided with a signed copy of the agreement which you should keep with this handbook in case you need to check any details in the future.

If you live within a unit complex there are Communal Rules which will apply to all tenants living there. The Communal Rules are a condition of your lease agreement.

What are my rights as a tenant?

It is important for you to understand what your rights are when renting a property. As your landlord we have certain obligations that we must meet which are detailed in the Residential Tenancies and Rooming Accommodation Act 2008 which are explained in the Information Statement ‘Renting a Home in Queensland’ Booklet.

These tenant rights and landlord responsibilities include the following:

To provide you with a property that is ready for you to move into on the date agreed

To ensure the property is fit for you to live in and in a good state of repair

To ensure the property meets all laws that deal with health and safety

The provide you with a property that is reasonably secure

To ensure that in our actions, we do not cause a nuisance, or seriously affect the reasonable peace, comfort or privacy of you, the tenant

To ensure that the premises and any inclusions are kept in good repair during the agreement

To ensure that any common areas are kept clean and tidy where appropriate.

If you feel that we have breached our obligations in any way there are certain steps that you can take in accordance with the Residential Tenancies Act. Again, these are outlined in detail within the ‘Renting a Home in Queensland’ Booklet.

You can also lodge a complaint or appeal using our Feedback and Complaints Brochure attached to the back of this handbook.


What are my obligations as a tenant?

Alongside your rights as a tenant and our obligations as a landlord, you as the tenant also have obligations to meet. Your obligations include but are not limited to:

pay the rent on time and in the way written in your lease agreement

abide by the terms of your agreement

tell us if you damage the premises (accidentally or otherwise)

tell us if there is a change in your circumstances

obtain our approval to keep a pet

use the property as your principle home, unless otherwise agreed

not to use your home for any illegal purpose

not to cause a nuisance, or seriously affect the reasonable peace, comfort or privacy of your neighbours

keep the premises and inclusions (e.g. stove) clean considering their condition at the start of the tenancy

keep the garden or any other communal space in a neat and tidy condition

not to allow the property or inclusions to be damaged, neglected or fall into disrepair

leave the premises, garden and inclusions, as far as reasonably possible, in the same condition they were in at the start of the tenancy (fair wear and tear accepted).

If we feel that you have breached your obligations in any way there are certain steps that we can take in accordance with the Residential Tenancies Act. Again, these are outlined in detail within the ‘Renting a Home in Queensland’ Booklet

Typically, you will be issued with a Notice to Remedy Breach which gives a set time frame (minimum seven days) to rectify the issue. Should you disagree with the Notice you should advise your Housing Officer immediately to negotiate an agreement.

If you fail to remedy the breach, we will issue you with a Notice to Leave which allows 7 to 14 days to handover the premises depending on the type of breach. Again you should attempt to negotiate with your Housing Officer if you disagree with the Notice.

We encourage you to speak to your Housing Officer in order for situations such as these to be avoided. There may be ways in which we can provide you with assistance to rectify the situation leading to the breach by offering support or a referral to other services.

If you would like further information on your rights and responsibilities and those of Churches of Christ Housing Services as your landlord please contact your Regional Housing Office. You can also get more information on your rights and responsibilities through the Residential Tenancies Authority, Tenant Advice and Advocacy Service and the Tenants' Union of Queensland as detailed under useful contacts in your Handbook.

Remember, if you are not satisfied with the way in which we are managing your tenancy or with decisions we have taken, an appeal can be lodged using the Feedback and Complaints Process as detailed in your Handbook. You may also choose to lodge a Dispute Resolution Request with the Residential Tenancies Authority.

Can I keep a pet in my home?

You must ask our permission to keep a pet in your home or at the property. Applications should be made in writing and will be considered in accordance with our Pet Policy. A copy of the policy is available from your Regional Housing Office.

Each application will be considered individually taking into consideration the suitability of the property, the number of pets permitted to be kept on the property in accordance with Council By-Laws, the capacity to keep a pet in some Housing programs and in some instances, approval from the property owner where this is not Churches of Christ Housing Services. Keeping pets without approval is considered a breach of your tenancy.

If you wish to keep a small caged bird or fish in a small tank, you do not need to apply for permission.

Do I have my own parking space?

We encourage environmentally sustainable practices by our tenants. One of the ways of doing this is situating our properties close to public transport, which also helps us to ensure that tenants have an affordable transport option to access other services and employment. As such, we only provide limited on-site car parking at multi-unit developments.

Parking on-site is reserved for our tenants’ vehicles only. Allocated parking to individual tenants will be considered on a case by case basis taking into account the development layout and location.

High priority will be given to tenants that have a disability or mobility impairment with medium priority for parents with a pram. Low priority applies to all others. Where the priority measure is equal the tenant who has been waiting the longest will be allocated a parking space upon a vacancy.

To ensure that the on-site parking operates smoothly, we have set a number of parking rules for you to follow:

You must ensure that your vehicle is parked within the parking areas provided within the communal car park

All cars are parked at the owner’s risk and no liability for damage, theft or loss will be accepted by us

No car park is specifically designated to any household without our written approval

Any vehicle parked within the communal parking area must be owned by a tenant of the building, registered, roadworthy and is a standard car or motor bike

No trucks, buses, trailers, or caravans are to be parked within the communal parking area at any time

No communal car park is to be used to carry out mechanical works on vehicles and cannot be used for storage purposes

You are not permitted to have more than one vehicle parked in the communal car parking area at any one time

Any vehicles parked on the premises deemed to not meet the above mentioned requirements will be towed at the vehicle owner’s expense.

Any misuse of the car parking rules could be seen as a breach of your tenancy obligations. For off-site parking, you are responsible for obtaining the local council permit for street parking if this is required.

Moving-in advice

This may be your first tenancy, or you may have been a tenant with another landlord. As our tenant, we aim to provide you with advice and information at the start of your tenancy which will assist you to move into your new home with ease.

It can be difficult to absorb all the information you are given when you sign up for your new tenancy so this section of the Handbook has been developed to assist you.


Keys to your new home

We will provide a key for each tenant at the start of your tenancy and ensure that you have a set of keys that opens every lock to the property and equipment. You will be asked to sign a receipt for the keys to ensure that all keys are returned when you vacate the property.

You may get extra copies of the keys; however they must be returned at the end of the tenancy. Some of our properties have master lock systems which means that additional keys will need to be arranged through your Housing Officer. We do not hold spare copies of keys to your property. We do hold a master set of keys to allow access to the property where an Entry Notice has been issued to you, or in the case of an emergency.

It is strongly recommended that you do not keep the address of your property on your key tag as this poses a risk to your property if they are lost or stolen. Lost or stolen keys will be your responsibility and you will need to pay for the cost of replacement or lock change costs.

We do not provide a lock out service and you will need to arrange a locksmith if you lock yourself out of your home. We do understand that this can be costly and paying on the spot is not always an option. In such circumstances we may arrange for a contractor to attend on your behalf although you will be responsible for paying the lock out costs to us. In special circumstances we may agree to a payment plan with you for the recovery of this cost.

Entry Condition Report for your home

An Entry Condition Report details the condition of the property at the start of your tenancy. This is an important document for you to complete in as much detail as possible listing any repairs or maintenance items that need to be fixed or any existing damage to the property. The Condition Report is a legal document which is referred to at the commencement, during and at the end of your tenancy.

We will have already completed the Condition Report in the “Lessor/Agent” section. You must fill in appropriate details under the “tenant” section. You have three working days to complete this report and return it to us. We will provide you with a copy to keep in a safe place.

If you do not complete and return the Condition Report, the statement of condition completed by us becomes the formal ‘entry condition’. This is then used when you vacate the property to compare the condition of the premises to when you moved in.

Home contents insurance

You are responsible for insuring your own household possessions or vehicle against loss or damage from fire, water damage, overflowing sewage or theft. This includes items such as furniture, clothing and personal effects. We strongly encourage you to obtain contents insurance cover for all your possessions and valuables and motor vehicle insurance for your car or motorbike.

Electricity, gas and telephone connections

You are responsible for all costs associated with your usage of electricity, gas and telephone within your home. This includes arranging the connection and any costs associated with this.

Settling in visit

Within one month of moving into your home you will receive a visit from your Housing Officer. The purpose of this visit is to make sure that you have settled into your new home and to answer any questions you may have about your tenancy or Churches of Christ Housing Services.

We also take this opportunity to gather some customer satisfaction information from you to help us improve the services we deliver to you.


Moving-in checklist If you are currently renting you should notify your current lessor (landlord) or agent that you

are moving out as soon as possible. You can use the ‘moving-out checklist’ attached to this handbook for tips and processes when moving.

If you require advice on ending your previous tenancy you can contact and Tenants Queensland or the Residential Tenancies Authority as detailed in this handbook under useful contacts.

Immediately arrange service connections.

Tell everyone you have moved to a new address.

Moving-in Checklist

Electricity Supplier

Gas Supplier

Telephone Service

Bank

Centrelink

Child Care

Local Council – Pet Registration

Dentist

Doctor

Department of Transport:

Car Registration

Drivers licence

Electoral Commission

Employer

Family and Friends

Financial Institutions

Insurance:

Contents

Health

Car

Club Memberships

Mail Re-direction

Medicare

Mobile Phone Provider

Newsagent

School

Superannuation funds

Other:

Taking care of your home

How do I report a repair?

You should always notify us of any maintenance issues at your property. We can be contacted during business hours to report maintenance issues and after hours for emergency maintenance. Our contact details are shown under How to Contact us in your Handbook.

When will someone attend to my repair?

Maintenance requests will be responded to in order of urgency from when you report the problem. The following are examples of typical maintenance priorities and target response times.

Emergency repairs – one hour response

Emergency maintenance is required for faults or damage which may put people's lives, health or safety at risk. For example:

gas leaks

exposed live electrical wires in an accessible location

seniors or other vulnerable tenants being locked out of their home during night time hours

burst pipes within the building.

Please remember in an emergency such as fire, your first response should be to contact the relevant emergency services number directly. Once you have alerted the emergency services, you should then make contact with us.

We have provided you with an ‘Emergency Repairs Contacts Fridge Magnet’ for you to use which provides you with a quick reference to the main emergency numbers.

Urgent repairs – 4 hour response

Any fault which could endanger health or result in extensive damage to the property such as:

building being insecure after forced entry

no lights or power

serious water penetration

serious storm damage

burst water pipes outside the building

fully blocked sewerage (health hazard)

full stove not working

seniors or other vulnerable tenants being locked out during daylight hours

smoke alarm not working

major structural damage endangering the occupants.

Priority repairs – 24 hour response

Faults which cause serious inconvenience to the client such as:

blocked drains (minor, no health hazard)

toilet cistern not working or overflowing

broken locks (external doors)


insecure yard (fence damage greater than 125mm wide)

broken windows

no hot water

no power to multiple power points

no power to multiple lights

security lights not working.

If the maintenance is urgent or a priority then we may not be able to provide the usual 24 hours’ notice via an Entry Notice.

Routine repairs – 14 day response

Faults which cause inconvenience to the client or may, in the long term, affect the value of the property such as:

slow dripping taps

element not working on stove

water hammer

doors jamming

uneven hard paving (trip hazards)

trees which need lopping (not dangerous)

leaking gutters or downpipes

power and lights not working (single points)

faulty internal door locks.

Newly built properties

If you move into a newly built property there is usually a warranty period of 12 months – known as the Defects Liability Period – during which time the builder will repair any defects in the building. If you detect a problem, please report them to your Housing Officer promptly so that we may bring it to the builder’s attention. There may be some delay to repairing minor defects, but all should have been fixed by the end of the warranty period.

After hours emergency service

We offer our tenants an after hours emergency service. To contact staff for emergencies which are repairs or other situations that cannot wait until the next business day, you should call our After Hours Emergency Number on 1800 446 604.

Work that is not an emergency should be reported to us on the next working day.

What are my repairs and maintenance obligations?

Help us to keep your home in good condition by undertaking the following:

immediately report any damage caused to the property

report problems such as roof and gutter leaks, unsafe stairs, dripping taps, etc

keep the garden tidy and mow the grass regularly

remove and responsibly dispose of all unwanted rubbish

keep ceilings, walls, floors, fixtures and fittings clean

avoid using toilet blue in cisterns and bowls especially septic systems

do not flush bulky items, fat or oil down drains or toilets

avoid planting trees near sewerage and drainage pipes or within three metres of the house as this may cause structural problems to foundations, roof and guttering

do not place garden beds against house walls as this may cause structural problems and encourage termite (white ant) activity

check for and report any termite activity as soon as possible

do not attempt to carry out serious repair work such as electrical, plumbing or structural work;

check the hot water unit for leaks (it is normal for overflow pipes to drip from time to time, particularly in cooler weather)

immediately report gas and water leaks and electrical faults

do not make alterations to your property without approval.

Remember your obligations require that you keep the property in good condition and any damage or stains to walls/ceilings, doors, work surfaces, floor coverings, fixtures/fittings, glass, garden or other external areas, will be your responsibility to fix.

Damage to the property is a breach of your lease agreement and may result in a Notice to Remedy Breach being served. In instances of continual damage to the property a Notice to Leave may be issued.

Rechargeable repairs

You must contact your Regional Housing Office immediately to advise of any damage that has occurred and discuss your course of action to repair. We can arrange qualified contractors to rectify the damage although you will be responsible for paying the cost of this if you are deemed liable.

In certain circumstances, you may be able to employ your own contractor to repair the damage. If you engage your own tradesperson or attempt to repair the damage yourself, the work must be completed to an acceptable standard otherwise we will re-do this work and charge you the costs for this.

In instances where we have arranged the work, a letter and invoice detailing the costs will be forwarded to you for payment. You should contact your Housing Officer to arrange a repayment plan if required.

Asbestos

Repairs to materials that you think may contain asbestos must be carried out by an appropriately qualified tradesperson. Some building products used prior to 1990 may be hazardous when damaged. Materials used in wall and floor coverings, ceilings and roofing may contain asbestos.

Any drilling, sanding, nailing etc may cause particles to become airborne, creating a potential health hazard to occupants (if the material is not damaged, there is no hazard to health).

If any part of your home is damaged and you think it may contain asbestos, do not dust, sweep or vacuum the debris. Contact your Regional Housing Office for advice.

Vandalism

If damage was a result of a break-in or vandalism you should contact the police immediately and lodge a report within 24 hours. You must provide the Police Report Incident Number to us as soon as possible. If not, we may be unable to reclaim from the insurance company the cost of rectifying the damage and you may be held liable as a result.

Any signs of willful neglect, or vandalism, to your home caused by you, a member of your household or visitors, means that repair costs will be charged to you.


Access to your home by maintenance contractors

Maintenance contractors may need to access your property to carry out maintenance. We will always attempt to contact you before any maintenance work is carried out. Staff and contractors can enter your home without your permission if there is a genuine emergency, such as a fire, serious water or gas leak or storm/flood damage.

For security reasons, do not leave keys outside your property, for example, under mats or pot plants, for contractors to gain entry. For safety reasons, dogs must be secured when contractors and staff attend your property.

Contractors are responsible for carrying out their work in a safe, tidy and efficient manner. However, they may need to use your electricity and you may be inconvenienced by noise from machinery or tools. Children and pets should not be allowed to hinder contractors or endanger themselves by being too close to the work being carried out. Any personal items or belongings should be removed so they are not damaged.

What if I want to alter or improve my home?

If you want to add, remove or change the fittings or fixtures or any other part of your home or garden, you must first get our written permission. We will not refuse permission unreasonably but we may grant permission with conditions regarding the standard of work. Remember some building products used prior to 1990 may be hazardous when damaged. Materials used in wall and floor coverings, ceilings and roofing may contain asbestos.

Before you make any alterations to your property, please check with your Regional Housing Office for advice on asbestos in your property.

Making alterations to the property without approval is considered a breach of your tenancy agreement. You should contact your Regional Housing Office to discuss the changes you wish to make to the property.

What if I need my home modified due to a disability?

We recognise that the needs of our tenants change over time and through ill health. This may mean that your house needs to be adapted in some way to allow you to continue to live there. If you are living in our Long Term Community or Affordable Housing, assistance and modifications can include the following:

Modifications to the bathroom, toilet or kitchen etc.

Installation of fixed aids such as grab rails and hand rails

Installation of ramps for access to buildings

Advice from an occupational therapist on suitable modifications to meet your needs

Referral to a Home Assistance Program.

If you require assistance, specific alterations or modification to your home or if you require assistance and you are living in a property within our other housing programs, please contact your Regional Housing Office to discuss your options.

When will you inspect my home?

Entry Notices

During your tenancy you will receive Entry Notices from your Housing Officer. Entry Notices are to give you advice that an approved person will be entering your property. Typically these will be for a routine inspection although the reason will be clearly stated on the Notice.

If you have concerns about the entry time specified on the Notice, you should contact us immediately. Where possible we will arrange a time that is suitable for you. Information regarding Entry Notice grounds and time frames can be obtained from the Information Statement ‘Renting a Home in Queensland’ Booklet provided to you at the start of your tenancy.

Periodic property inspections

We will carry out routine inspections to your home periodically to ensure we are both keeping to our obligations of the lease agreement with regards to the property condition.

During a periodic inspection the Housing Officer will inspect items that regularly require maintenance and that have standard requirements under legislation such as the hot water system, cooking appliances and smoke alarms.

It is also a good time for you to discuss any issues that you may be having with the property. Your Housing Officer will provide you with feedback on your inspection along with details of any items that require attention.

When will improvements or upgrades be undertaken to my home?

Apart from responsive repairs, we have a program of planned work which falls into two categories.

Planned cyclical maintenance

As the word suggests, is carried out in a ‘cycle’ either annually or sometimes over a longer period. For example, external painting is typically carried out every five years.

Planned upgrade maintenance

Upgrade maintenance is usually a program of major repairs. This work needs to be carried out to make sure the fabric and internal fittings in your home are replaced within a prescribed timescale. We carry out regular surveys of our buildings to determine the usual life, which is referred to as the “life cycle” of various components such as kitchens, bathrooms and roofs and agree on a program when they need to be replaced.

We will provide details of our cyclical and upgrade planned maintenance annually in our newsletter. If your home is scheduled for cyclical or upgrade maintenance, we will write to you in advance giving you the details of the planned work.

Tips on caring for your home

Pest control

You can arrange for a qualified pest control company to treat your home at your expense. You do not need our approval for this. If you live in a multi-unit complex, you may wish to contact the other tenants for their agreement to treat the whole building. This approach may achieve a cheaper price for each unit. Below are some tips on keeping pests out of your property:

Leaking water is an open invitation for pests and standing water makes a great breeding ground for insects, so report any leaks as soon as possible

Grow plants that attract beneficial insects such as garden spiders as well as birds as they make great all-natural pesticides

Do not leave pet food out overnight as it attracts cockroaches and rodents

Clutter makes a great place for bugs, mice and other creepy crawlies to hang out. Cut the clutter. Reduce or remove old newspapers and boxes

Filling cracks removes hiding places for pests. Also use door snakes or towels to block under doors


If you go camping, make sure you clean off the dirt from your equipment. Brush off objects that have been sitting in a shed or garage before bringing it in the house

Take off your shoes before entering your property.

Mould management

Mould grows in damp, dull and poorly ventilated spaces such as some kitchens, bathrooms and laundries. Dust and dirt in these areas also helps mould breed. Mould spores can be damaging to your health and should be cleaned off regularly. You can follow these tips to keep mould out of your home:

Open doors and windows to allow air to circulate, particularly in the bathroom during cool weather

Keep bathroom walls as dry as possible – open the door to allow air to circulate through the room

Allow sunlight into the home as much as possible, especially in the bathroom, laundry and kitchen.

Removing mould

Remove mould by using a suitable mould remover or a solution of vinegar and water

Ensure you comply with the safety precautions provided by the manufacturer to protect your eyes and skin from the solution or mould remover

After cleaning the mould-affected areas with the solution, wipe the surfaces with a damp cloth. Do not use the same cloth used with the solution

Wipe all surfaces dry with a clean cloth

It is important to use a different cloth with each process and dispose of them immediately, otherwise the mould spores will be spread and mould will reappear in a short time.

When you vacate your home you are expected to have maintained your property in the same condition as when you started your tenancy. Should your home need cleaning to remove mould, costs associated with this will be charged to you when you leave.

Garden care

You are responsible for the maintenance of your garden unless you have made alternative arrangements with us for your property. By following the tips below you will ensure that you are maintaining your property to the required standard:

Keep your lawn mowed and lawn and garden edges neat

Remove any rubbish from your yard

Water your garden regularly but remember local council watering restrictions may apply

Remove weeds from your garden

Keep bushes and trees pruned and clear of your property and public footpaths

Keep bushes and trees away from your doors and windows to improve visibility and reduce hiding spots for intruders.

Maintenance self help guide

No electricity

Check if street lights or your neighbours’ lights are working as there may be a general blackout

Check the switchboard. Most units and some houses have internal switchboards, while most houses have external switchboards in the meter box

For all types of switchboards (fuses or circuit breakers), check that the mains switch is turned ‘on’

Check that the safety switch on the switchboard is in the 'on' position

Check that all circuit breaker switches are in the on position.

Safety switch tripping

If the safety switch in the switch board continues to trip you must first check that it is not an appliance fault

Turn off and unplug all of your appliances

Turn the safety switch back to the ‘on’ position

Plug in and turn on your appliances one-by-one starting with major appliances such as the fridge

If the safety switch trips when you turn on a particular appliance then it may be faulty. You should check that particular appliance in another power point to eliminate the power point.

Toilets

If the cistern is continually running, turn off the tap under the cistern. After the toilet has been flushed, turn the tap on again until the cistern is full, then turn off the tap again. You can also flush the toilet by filling the cistern using a bucket of water, or by pouring the bucket of water directly into the pan.

No hot water

Electric:

Firstly check that the switch inside the switch board is turned to the ‘on’ position

Check that the unit is full with water by pulling the outlet lever.

Gas:

Firstly check that the pilot light is lit

Use the instructions on the inside of the removable cover to light the pilot

Ensure that you have a gas supply (check cylinders are full or contact your supplier for natural gas).


Your wellbeing, safety and security

What if I need some assistance or support to help me live in my home?

We are committed to helping you sustain and manage your tenancy wherever reasonably possible. We work in partnership with many other organisations and support services to help us do this. Sustaining a tenancy refers to engaging a support service to assist you in addressing the following issues:

Property suitability for your needs

Property suitability for your family needs

If your tenancy is at risk due to breach notices having been served

If you are experiencing financial difficulties

If you are experiencing domestic violence

If you are experiencing other personal issues which may be affecting your tenancy

If you are vulnerable due to age, mental health issues, learning difficulties, your culture or ethnicity.

We can make referrals to support services on your behalf if you agree to us doing this. We can also provide you with information to make a self referral to a support service.

We believe that housing plays an important role in community development along with the development of the lives of individuals, strengthening communities, reducing social exclusion and in particular the reduction of homelessness. Combating social exclusion and creating safe and healthy communities are key priorities for us.

In order to achieve this, we will facilitate and work in partnership with others to secure social enterprise opportunities to increase social and economic participation of our tenants.

What if there is a fire, flood or other emergency?

Emergencies in the home can happen at any time so be prepared. Keep a note of important telephone numbers so that you have all your relevant numbers handy. Make sure you know where the following are before the need arises:

Mains water supply stop valve

Gas meter and pilot lights

Electricity control unit

Fire escape routes

Nearest public telephone.

What to do if there is a fire

As soon as you discover a fire, follow these guidelines:

If you cannot control the fire, get everyone out of your home as quickly as possible

Even if you think you have managed to control the fire, call the Fire Brigade just to be on the safe side

Close the door of the room where the fire is and keep it closed. This will help to contain the fire and limit the spread of poisonous fumes

If you smell fumes from, for example, your furniture, leave the building immediately

If your exit is cut off, close the door of the room you are in and seal it with a blanket or rug to prevent fire or smoke coming in. Call for help by shouting ‘FIRE’! from the window

When you have evacuated your home call the Fire Brigade from a neighbour’s house or the nearest public telephone

In the event of a fire do not use a lift.

When you have left your home, do not go back into it for any reason until advised to do so by the Fire Officer. You should contact your Regional Housing Office as soon as possible to advise us and to report any damage.

False alarms can be caused by smoke or steam from everyday activities such as burning toast, cooking vapours or showers. If there is no fire and your alarm has been set off accidentally, you should follow these steps:

Find the smoke alarm with the rapidly flashing red light

Ventilate the room/s by opening windows and doors, and fan the area around the alarm with a newspaper, tea towel or something similar. The alarm should stop when the cause of the fire alarm has been removed, which may take several minutes

Some alarms have hush buttons on the alarm or can be connected to a wall-mounted isolating switch. For these types of smoke alarms, press the hush button or the isolating switch for five seconds. This will temporarily stop the alarm. You must then ventilate the room/s.

What to do if there is a burst pipe

For houses – turn off the water at the mains by using the stopcock tap which is usually located near the front hose tap or at the mains near the property boundary (on the water meter or underground in an identified chamber)

For units – turn off the water at the mains inlet pipe to the unit by using the stopcock tap, which may be located:

near the front hose tap

near the roof at the front entrance

in an underground pit with a removable cover, or

elsewhere and indicated by a number somewhere on the building;

Switch off electricity at the mains and any water heaters

Open all sink and bath taps to drain your system

Collect water in your bath for washing and flushing the toilet.

If the burst pipe is outside the boundary (for example, on the footpath), contact your local council. You should contact your Regional Housing Office as soon as possible to advise us of the damage.

What to do if there is a gas leak

If there is a strong smell of gas, check that all stove or hot water controls are turned off and turn off the supply at the meter or cylinder. There is a gas tap under the stove (remove the bottom front panel) and beside the hot water heater

Open all windows, and do not light any matches, cigarette lighters or flint guns etc.

Report the problem immediately to your gas supplier

You should contact your Regional Housing Office as soon as possible to advise us of the problem.

What to do if your home is damaged by a vehicle

If your home is damaged by a vehicle, try to obtain the name and address of the driver, the make and model of the vehicle, the registration number and the insurance details. Report the incident to the police


You should contact your Regional Housing Office as soon as possible to advise us of the damage.

What to do if your home is broken into

If your home is broken into you must report the incident to the police. Do not touch or move anything until the police have completed their inspection

You should contact your Regional Housing Office as soon as possible to advise us of the damage incurred and provide the police incident report number.

Tips on preparing for a flood

What is a flood?

A flood is retention of water in the landscape due to excess rain that occurs in low-lying areas and/or near watercourses that can lead to water overflow. Flash floods can occur when a storm moves slowly, so that a small area receives most of the rain, but the drainage and run-off characteristics on the ground can also determine the area of greatest impact. (Remember, flood damage may not be covered by insurance.)

What can you do to prepare for floods?

Ask your council about local flood plans which detail problem areas and evacuation routes and centres

If your area is flood prone, consider alternatives to carpets (e.g. removable rugs and tiles)

Prepare an emergency kit (emergency phone numbers, portable radio, torch, spare batteries, first aid kit, strong plastic bags for clothing, valuables, and plastic sheets, timber strips, hammers and nails for temporary repairs).

What can you do when you hear a flood warning?

Listen to your local radio station for severe storm advice and warnings

Plan to move vehicles, outdoor equipment, garbage, chemicals and poisons to higher locations

Plan which indoor items you will raise or empty if water threatens your home (e.g. freezers and refrigerators)

Check your emergency kit and safeguard your pets.

What to do if you need to evacuate

Pack warm clothing, essential medications, valuables, personal papers, mobile phone, photos and mementos in waterproof bags to be taken with your emergency kit

Raise furniture, and place clothing and valuables on beds, tables and in roof spaces

Empty freezers and refrigerators, leaving doors open

Turn off power, water and gas

Whether you leave or stay, put sandbags in the toilet bowl and over all laundry/bathroom drain holes to prevent sewage back-flow

Lock your home and take recommended evacuation routes for your area and

Do not drive in water of unknown depth and current.

What do you do if you stay or on your return

Listen to your local radio station for official advices and warnings

Do not allow children to play in, or near flood waters

Avoid entering floodwaters. If you must, wear solid shoes and check depth and current with a stick

Stay away from drains, culverts and water over knee-deep

If home is inundated, avoid entering rooms as the weight of water trapped in the roof cavity can cause the ceiling to collapse

Do not use gas or electrical appliances which have been in flood water until checked for safety

Do not eat food which has been in flood waters and

Boil tap water until water supplies have been declared safe.

You should contact your Regional Housing Office as soon as possible to advise us of the flood threat and if you need to evacuate.

Please remember in an emergency such as fire or flood, your first response should be to contact the relevant emergency services number directly. Once you have alerted the emergency services, you should then make contact with us. We have provided you with an ‘Emergency Repairs Contacts Fridge Magnet’ for a quick reference to the main emergency numbers including our emergency out-of-hours service.

How do I maintain the smoke alarm?

Smoke alarms are an early warning device for fires that sound an alarm throughout your home when activated. Smoke alarms have been installed in the property for your safety.

It is your responsibility to test and clean any smoke alarms within the property at least once every twelve months. It is also your responsibility to change the battery/batteries as necessary.

At no time should you remove or relocate the smoke alarm or do anything to interfere with the alarm's warning sound. At no time should you remove the batteries unless you are replacing them.

Smoke alarm models and functions vary throughout our properties. However, you can generally follow the same principles when maintaining your smoke alarm.

Ensure that it is clean and free of dust. This can be done by running the vacuum cleaner end over it

Ensure that when the alarm omits a beeping sound that the battery is replaced immediately (some alarms are hardwired and the back-up batteries charge through the power supply)

Advise us immediately if there is a problem with the alarm e.g. persistent beeping after the battery is replaced.

Tips for saving water

To minimise water usage and avoid excessive water charges the following information is provided. This information does not take into account any current water restrictions. For information regarding water restrictions contact the SEQ Water on 1800 771 497.

Watering gardens

Watering for existing gardens and lawns should be done using a hand held watering can or bucket filled directly from a tap or using a trigger or twist nozzle hose.

Vehicle washing

Use town water from a bucket filled directly from a tap or hose with a twist or trigger nozzle to wash vehicles, buildings and equipment Always wash your car on the grass where possible.

Kitchen


Turn off the tap when not in use Do not rinse dishes or defrost food under a running tap; plug the sink instead Chill drinking water in the fridge instead of running the tap water until it is cold Wash vegetables and fruit in a basin rather than under running water Do not put too much water in the pan when boiling food Use a washing up bowl and reuse it for watering a plant or for cleaning Fix leaks or drips straight away. Bathroom Rinse your razor in a plugged sink and turn off the tap when shaving Catch water that is usually wasted while you wait for shower water to reach the right temperature - keep a bucket in the shower to collect it and use this water for your pot plants and garden Turn off the tap when soaping hands and brushing your teeth; Reduce your shower time to four minutes Check all your taps and toilets for leaks - this could save thousands of litres of water being wasted.

Laundry

Look for washing machines with the best water and energy rating. This can cut your water usage by up to 55% Choose front loading washing machines – they use approximately 65 litres of water per cycle, this is about half the water top loaders use Only put on a full load and match the water level to the size of the load. Tips for saving energy

Wash clothes in cold water as much as possible

Automatic washing machines use the same amount of electricity for a full load as they do for a single item. Wait until you have enough for a full load before using your machine

Turn off your lights when they are not required

Choose energy efficient compact fluorescent globes. They last 6-10 times longer and use 80% less energy than standard globes. By using just one 15 watt compact fluorescent bulb instead of a 75 watt standard bulb, you can save around $10 per year on your energy bill

Use low wattage globes in areas that do not need bright lighting, such as hallways

Fit a AAA-rated low flow showerhead and save up to $100 per year off your energy and water bills

Restrict showers to four minutes

Switch off appliances that are on standby and turn off at the wall anything that does not need to be on. Appliances on standby consume up to 10% of your electricity bill

Try to leave some space at the top, back and sides of fridges and freezers. They need space to shed excess heat

For fridges/freezers with exposed rear coils, vacuum or wipe off dust regularly

Ensure fridge/freezer door seals are kept clean and seal well

The recommended operating temperature for a fridge is 3 to 5°C and for freezers -15 to 18°C. Below this it costs more to run. Regularly remove any frost build-up

Buy energy-efficient appliances with low standby power usage. Look at the energy or water rating label and choose one with a high star rating

Cross-ventilation is very effective in helping to keep your home cool. Open windows and doors when the outside temperature is lower than the inside temperature

Lower the temperature on your water heater

Limit how much you use the heater in winter. Use extra blankets and warm clothes where possible

Use a hot water bottle and a blanket when watching TV instead of using a heater. Consider using a hot water bottle in bed instead of using an electric blanket. It cost less than two cents to boil a kettle of water and a hot water bottle will stay warmer for longer without using any electricity

Seal gaps around doors and windows to stop hot air entering your home in summer and warm air escaping in winter. Unsealed draughts can account for up to 25 per cent of the heat lost from your home. 'Door snakes', towels and or rolled-up newspaper can be effective in stopping heat escaping under the door

Keep lids on pots to minimise the time it takes to cook using the stove. Every time you open your oven door, it loses about four degrees of heat. Keep the oven door shut to cook your food quickly and efficiently.

Crime prevention tips

You can take a few simple measures to ensure the security of the property and your belongings.

Lock doors and windows when you go out

Lock security screen doors when you are at home

Ask a trusted neighbour to collect your mail and keep an eye on your home while you are away. Turn down your phone and cancel milk and paper deliveries

Keep ladders and tools locked away so there is nothing handy that a thief can use to enter your home

Hang up if you get an unpleasant or unusual call – do not speak to the person. If nuisance calls persist, keep a record of them and contact your telephone service provider and the police

Pretend there is someone else in the house if someone unknown to you is at your door or on the phone. Call to a 'make believe' partner or friend and say something like “it’s okay, I've got it”

Check the identification of any service or repair people before you unlock the security screen door

Do not leave your keys in hiding places such as under the doormat or pot plants

Do not mark your keys with your name and address

Do not leave messages on doors – they suggest no-one is at home

If you are expecting parcels, have a trusted neighbour collect them

Consider leaving a light or the television on when going out, to create the impression someone is at home

Keep cash and valuables out of sight

Do not tell too many people that you are going away and leaving your home empty

Do not let a stranger into your home to use your phone or check your appliances unless you are sure it is safe

Do not give your name, phone number, address, or any other details about yourself or someone you live with to unknown telephone callers

Do not leave your keys or bag in your car while transferring groceries or packages from the car to your home

Do not confront an intruder in your home – leave your home and contact the police from a neighbour’s house.


Respect for others It is important to remember that you and your neighbours each have the right to quiet enjoyment of your home. As such, you must ensure that your household members and guests do not disturb the peace, comfort and privacy of your neighbours.

Tips for being a good neighbour

Keep noise in or near your home to a minimum particularly between 11pm and 7am. Try to be considerate outside of these times. Do not slam doors, sound car horns or shout

If you have a dog, always clear up any mess it makes and try to make sure it does not bark constantly

Talk to your children about how their playing habits and behaviour might affect neighbours

Control the volume on TVs, radios etc. Do not put these systems against shared walls. Place them on a rubber mat or carpet

Let your neighbours know when you are going to do something particularly noisy such as DIY or having a party

Tell visitors not to slam communal doors. Never let anybody into the building if you do not know who they are. Never leave external doors open or use the Fire Doors to enter or leave the building

Always report anything suspicious to the police

Always lock your door and look after your keys

Be aware of how easily noise can travel in a unit property.

Visitors

You are also responsible for the behaviour of your guests and you must ensure they also comply with your lease agreement when they enter the premises. As well as being responsible for the behavior of your visitors, there are a number of other rules that also apply to you and your neighbours.

In unit complexes, visitors are not permitted to park in the car spaces provided for the use of other tenants. They will need to park on the street or in car parks set aside for visitors.

You can have visitors stay. However you need to let us know the details such as their name, the date their visit began and how long they intend to stay. This information is required in the case of an emergency.

If your visitors stay longer than four weeks, they are considered residents of your home, unless there are special circumstances for them staying longer. If your visitors stay less than four weeks, your rent will not change unless they are a frequent visitor for significant periods of time. If your visitors stay longer than four weeks, your visitors will need to provide evidence of their income so your rent can be reassessed.

What if I have a dispute with a neighbour?

If you are experiencing problems with one of your neighbours which is affecting your quiet enjoyment of your home, you do have the right to make a complaint. You should first consider what you can do to resolve the issue prior to making a complaint.

A brochure containing advice on what to do about anti-social behavior is attached to the back of your Handbook. You may also use this brochure to make a complaint about another tenant. You can request additional brochures throughout your tenancy by contacting your Regional Housing Office.

We will intervene in neighbourhood problems only where intervention is justified and required under the Residential Tenancies and Rooming Accommodation Act 2008.

We will not play the role of police or the Dispute Resolution Centre. However we can assist you by referring you to the appropriate agencies that may be able to help you in resolving your problems.

How do I report problems in the surrounding environment?

Occasionally, you may have problems not directly related to your development or home. An example of this would be groups of people congregating in your area and causing a disturbance.

Such problems are not always within our remit or power to control even though they may affect you and other tenants. In such instances, you should contact the police or other appropriate agencies. We will provide input and assistance to these agencies if required.

As an individual or group, you have much greater power to complain than the landlord alone as you are directly affected by such problems. This means you stand a better chance of an early resolution. See our Getting Involved Section for more information on forming a tenant group.

Your Customer Charter

As we provide each customer with a charter of our service standards, we also expect that our customers will deal with us in an appropriate manner.

We expect all customers to:

treat our staff and representatives with courtesy and respect

avoid behavior which may cause staff to feel afraid, threatened or abused. Examples of this are threats, physical violence, verbal abuse, derogatory remarks, rudeness, inflammatory statements and unsubstantiated allegations

respond to reasonable requests for information in a timely manner

provide us with up-to-date information regarding their household and change in circumstances

let us know when we provide an excellent service or when our service falls short of your expectations.


Changing or ending your tenancy

Do I need to report a change in my circumstances?

You are required to let us know about any change in your circumstances. If you do not advise us you may be in breach of your lease agreement. If you are in a Transitional Housing Program you must also update the Department of Housing and Public Works of the change to your circumstances as this could affect your housing application.

You must let us know of any changes within 28 days of the change occurring. Examples of changes include the following:

Changes to your household

When a person joins or leaves your household

When you have a baby

When children's custody or access arrangements change

When a child returns from care

When a foster child (or children) joins your household

When you have a visitor/s that stays longer than four weeks

If you marry, divorce or separate

If you change your name by marriage, revert to using your maiden name or change your name through another process, such as applying to the Queensland Registry of Births, Deaths and Marriages

When household members are regularly away for four nights or more per week

If someone in your household dies.

It is important that you advise us of everyone living in your home otherwise they will be deemed as being unauthorised occupants which may result in a breach notice being served on you. Where you advise that your visitors have left, we may ask you to provide us with supporting details of their alternative address.

Changes to your income

When the income reduces or increases for you or someone in your household

When a visitor stays longer than four weeks - evidence of their income must be provided to us so that we can re-assess your rent

You become eligible for a different or new payment from Centrelink

You become eligible for additional payments from Centrelink.

If you are in any doubt about whether or not you need to report a change in your circumstances, please contact your Regional Housing Office for advice.

Temporary absence from your home

We understand that you may require to be temporarily absent from your home. However, it is important that you let us know if you are going away for more than two weeks. This will allow us to deal with any queries we receive regarding the property and confirms to us that you have not vacated the property.

If your absence is between three and 12 months, you need to write to us to formally request approval for your temporary absence from the property. Each situation will be considered by us taking into account your tenancy history, care of the premises while you are away, how the rent will be paid and the likelihood of vandalism.

If we agree to your absence from the property it will not affect your rent and you must continue to make payments to us and to provide details of your income at the time of a rent review.

However, if you will be away for more than 35 days and you need to pay fees for medical treatment then contact your Regional Housing Office to discuss your rent payments.

During your temporary absence you may also request that another person occupy the property as a caretaker. If this is approved, their income will not be considered in any rent reviews that occur while you are away.

Can I get a transfer or move to another property?

You can apply for a transfer to another property if you can demonstrate that your current home is no longer appropriate to meet your housing need.

To be considered you must meet at least one of the following criteria:

Your safety is at risk

You need to live in a particular location in order to access essential services, gain employment, meet cultural obligations, gain access to children or for family/informal support

The design and/or size of your current housing does not meet your household's needs.

In addition, it is expected that your rent payments will be up to date and that your current home has been maintained in good condition.

To apply for a transfer, please contact your Regional Housing Office and complete a Transfer Application Form and attach the necessary evidence to support your transfer request. We will advise you on the outcome of your application in writing or will contact you for further information if required.

If you are approved for a transfer you must list six locations (suburbs, towns, cities) of your choice except where you have a demonstrated need to live in a particular location. We will attempt to identify a suitable property within our housing portfolio to transfer you to.

However if a suitable property is not available, we will attempt to initiate the transfer with another housing provider or via the Department of Housing and Public Works.

If you are not approved for a transfer and you disagree with the decision, you can lodge an appeal as detailed in the Feedback and Complaints Brochure attached to the back of your Handbook.

Mutual exchange

Under certain circumstances you can apply to us for approval to exchange your house with that of another tenant. However, you are responsible for making the necessary arrangements to swap with another tenant.

Each tenant must write to us with details of the proposed exchange demonstrating how this swap will meet the housing needs of each household.

In order to be considered, the following conditions must be satisfied:

Each tenant is eligible for the home that they wish to exchange to

Each home has been properly cared for and maintained in accordance with the terms of the Lease Agreement

The tenants involved sign a statement confirming they accept the home which they wish to transfer to in its current condition

Any rent arrears or debts are paid in full before the exchange proceeds.

Remember, you need our approval first before you can undertake a mutual exchange. More information regarding a mutual exchange can be obtained from your Regional Housing Office.


My home is too large for my needs

If you have had a change in your household and your home is now too large for your needs, we may be able to assist you to move to more appropriate accommodation which would then free up your home for another family.

My home has been adapted for someone in a wheelchair

Properties that have been adapted for someone in a wheelchair are in short supply. If you are in a home that has been adapted for someone in a wheelchair and there is no longer anyone within your household that requires this specially designed property, we can assist you to move to more appropriate accommodation in order to free up the adapted home for someone who needs this type of property.

Succession of tenancy

In certain circumstances we may transfer the tenancy of a property to a household member other than or in addition to the person/s currently named on the lease agreement. Such a change is called a Succession of Tenancy and is usually requested following the death of a tenant or the separation of joint tenants.

If a tenant or co-tenant passes away you must advise us within 28 days of the tenant passing away. You will need to supply proof of the death, such as a death certificate or a letter from the doctor.

If a tenant or co-tenant vacates the property you must advise us within 28 days of the tenant vacating. If the co-tenant did not give notice they were leaving, you will need to have their written approval to remove their name from the lease agreement. If your co-tenant cannot be located to do so, a Succession of Tenancy may still be approved if after one month they have not returned and we are satisfied that they have relinquished their tenancy rights. You will need to sign a new tenancy agreement in these circumstances.

Succession of tenancies is at our discretion and is subject to eligibility for the property. Further information regarding a Succession of Tenancy is available from your Regional Housing Office.

How do I end my tenancy?

If you wish to end your tenancy, you must notify us in writing at least 14 days before the date you wish to vacate. You can do this by completing and returning to us a Notice of Intention to Leave which are available from your Regional Housing Office, the Residential Tenancies Authority or any Australia Post office.

There are a number of other obligations that you must meet when ending your tenancy:

Pay any rent owing up to the agreed handover day. Rent is charged up to and including the handover day, provided the right notice has been provided and the keys are returned

Return the keys on the agreed handover day. Should you require more time contact your Housing Officer immediately. If you leave, but do not return the keys, we will still take possession of the property and will charge you to replace the locks. Rent will also be charged until we take back the property. This may affect the amount of bond which may be returned to you

You must ensure the property is empty, clean and tidy and that all carpets have been professionally cleaned. A receipt for the cleaning may be requested

Gardens must be left tidy with lawns mowed where applicable

You must provide us with a forwarding address

Use the ‘Moving out Checklist’ attached to your Handbook for further guidance.

After handover:

We will arrange a final handover inspection time. You should attend this inspection as it allows us to discuss the condition of the property and resolve any issues that may arise from the inspection. You may be charged for any cleaning, repairs or maintenance required.

You must not leave any personal belongings or goods behind in the property after you vacate. If you leave items in the property we will make reasonable attempts to contact you to arrange collection. If we are unable to contact you we will follow the procedure for ‘Goods and Documents Left Behind’ as outlined by the Residential Tenancies Authority.

Notice to Leave or Warrant of Possession

If we have issued you with a Notice to Leave and you do not vacate the property after the period stated in the notice, we will make an application for termination of your tenancy to the Queensland Civil and Administrative Tribunal (QCAT).

A Termination Order and Warrant of Possession may then be granted by QCAT which states the period by which the premises must be vacated. If the property is not vacated the police will enter the premises under the Warrant of Possession to remove you, any other occupants and hand the property back to us.

Exit costs and rental bond refunds

Exit costs are incurred if your property requires maintenance such as repairs, rubbish removal, or cleaning when you vacate the property. Necessary maintenance will be identified during the final handover inspection. Where reasonably possible we will give you the opportunity to return to the property to complete any outstanding maintenance items.

Any costs related to your tenancy will be charged to you and you will be notified in writing where you have provided a forwarding address. Where there are exit costs incurred we will make application to the Residential Tenancies Authority to claim all or a portion of your bond to cover these costs.

You will be given two weeks to pay or make arrangements to pay any outstanding costs in excess of your bond before we consider passing the debt to a collection agency to recover costs from you.

If you do not agree with the repairs, cleaning or maintenance costs that have been charged to you then you should immediately contact your Regional Housing Office to discuss the matter.

If agreement cannot be reached on what items require payment you can appeal the decision by lodging a complaint using the Feedback and Complaints Brochure attached to your Handbook. Alternatively you can lodge a dispute with the Residential Tenancies Authority by submitting a claim to your bond. More details regarding this process can be found in the Information Statement ‘Renting a Home in Queensland’ Booklet provided at the start of your tenancy.

If you need housing assistance in the future and you have an outstanding debt with us, we may be unable to offer you any further assistance until you have repaid your debt.

If your home is in good condition and there is no outstanding rent or other repair costs, we will sign off on your bond repayment with the Residential Tenancies Authority to allow the full bond to be paid to you as soon as possible.


Moving out checklist

Advise Housing Services that you are moving and the date you intend to return the keys. Use the Notice of Intention to Leave Form provided at the start of your tenancy

Ensure that your rent and any other charges are paid up to the date you intend to return the keys. Please note you are responsible for rent until the day you return the keys

Cancel your payments if your rent is paid to the date required

Provide Housing Services with your forwarding address and updated phone numbers

Organise packing boxes and a removalist

Book in carpet cleaning and pest control services for when you have vacated the property

Arrange the following for when you have vacated the property:

Power disconnection and connection at your new property

Gas disconnection and connection at your new property

Telephone disconnection and connection at your new property

Mail re-direction

Ensure that all belongings and rubbish are removed from the property

Repair any damage to the property caused as a result of your tenancy

Replace missing items such as light bulbs and window coverings

Ensure that the property is cleaned thoroughly

Advise your Housing Officer if you require assistance with cleaning and repairs. We may be able to assist you in organising maintenance

Complete an Exit Condition Report provided to you at the start of your tenancy (copies available from your Housing Officer). This report will act as a checklist to ensure that all items are clean and undamaged. You should compare this to the Entry Condition Report provided to you at the start of your tenancy

Return the keys and original carpet cleaning and pest control receipts to us

Attend the handover inspection arranged with your Housing Officer

Attend to or make arrangements for incomplete items that may have been raised at your handover inspection

Receive advice from Housing Services regarding your bond refund

Tell everyone your new address and cancel your mail redirection

Enjoy your new home.

Getting information and becoming involved

How do I provide feedback or make a complaint?

We are committed to providing a high quality service to all of our customers. To achieve this objective we need feedback from you to monitor and continue to improve service delivery.

We welcome feedback from anyone who interacts with, or accesses, our service including advocates of customers. We would like to hear from you regarding:

Feedback on the services that we deliver

Suggestions from you on how we can provide our services better

Any issues or problems with our services.

We would also encourage you to use the feedback and complaints process to appeal against decisions we have made regarding your tenancy if you are not satisfied. The Feedback and Complaints Brochure attached to your Handbook provides more information regarding giving feedback or making complaints.

How can I get involved as a tenant?

We want you to take an active part in the management of your home. We believe successful participation involves mutual trust, good communication and partnership between tenants, our Executive Committee and staff, working together towards quality housing and services.

Your active participation can result in a number of key benefits including:

better service delivery and increased value for money

increased satisfaction and better communication between ourselves and you

improved links between Churches of Christ Housing Services and the wider community.

We encourage feedback on various matters such as:

the design of our new properties and developments

the Repairs and Maintenance Service

changes to policies or practice that affect how we manage your home.

We will try to include you in decision making by:

comprehensive tenant satisfaction surveys, the results of which will be made available to you

helping to establish Tenant Groups where you can come together with staff to exchange views and information. Sometimes you can achieve more collectively than you could on your own

holding formal and informal meetings where you can meet staff

providing comprehensive information through regular newsletters, leaflets and this – Your Tenant Handbook

helping you form your own community groups.

We want to know what you think!


How can I get involved in my community?

Our aim is to ensure that you have opportunities to be involved in shaping and influencing the services that you receive. In order to do this, we will support you to form a new, or join an existing, tenant or residents group within your community that has been formed to act together to improve the services you receive in the wider community.

We will also support community projects such as a community garden scheme and develop various ways in which you and other residents can be involved in decisions about your wider community.

As part of our commitment to social enterprise, we will establish links to training and employment opportunities for our tenants through strengthening our working relationships with other agencies and organisations to maximise resources and opportunities for you to be involved in community initiatives.

Useful information and contacts This section will provide you with some useful information and contact numbers which you may refer to during your tenancy.

The Queensland Government Housing and Homelessness Services

The Department of Housing and Public Works Housing and Homelessness Services delivers a range of housing assistance to Queenslanders. Improving housing affordability, reducing homelessness and assisting Queenslanders to access the private housing market are key priorities.

The social housing system is designed to ensure people in need receive appropriate, affordable and safe housing, supported by pathways that build and sustain independence. Initiatives like bond loans, rental grants, RentConnect, Home Assist Secure and the National Rental Affordability Scheme are designed to help thousands of low income earners to access and sustain housing in the private rental market.

Social and community housing are other forms of social housing assistance available to eligible families and individuals in need. Social housing is the delivery and management of government-owned housing, and community housing is a form of social housing assistance delivered by community organisations and local governments. Community housing is funded by the Queensland Government under the Housing Act 2003.

Advocacy and advice

The tenant advice service allows tenants and residents to access free tenancy information, advice and assistance. Information is available for tenants and for service providers.

Queensland Statewide Tenant Advice and Referral Service

The Queensland Statewide Tenants' Advice and Referral Service (QSTARS) allows tenants and residents to access free tenancy information, advice and assistance. The telephone number is 1300 744 263 and the service operates from 9am to 5pm weekdays and until 7pm on Tuesdays and Wednesdays. More information can be found at the QSTARS website: http://qstars.org.au/

Tenants Queensland

Tenants Queensland (formerly Tenants’ Union of Queensland) was established in 1986 and seeks to represent the concerns of all Queensland tenants who live in rental accommodation, including caravan park and boarding house residents. For many years Tenants Queensland has performed an important role for Queensland tenants; providing specialist advice services for tenants, advocating on behalf of tenants, and securing improvements to Queensland’s residential tenancy laws. For more information go to http://tenantsqld.org.au/

Acknowledgements

Churches of Christ Housing Services acknowledges the funding and assistance of the state and federal governments through the through the Nation Building – Economic Stimulus Plan, and Community Rent Scheme and, Crisis Accommodation Program and the Long Term Community Housing Program, which are programs of the Queensland Department of Housing and Public Works and managed within the One Social Housing System.

http://qstars.org.au/

http://tenantsqld.org.au/


Useful contacts

There is also a list of other useful contacts on the back cover of the Information Statement ‘Renting a house in Queensland’ Booklet that was issued to you at the start of your tenancy. We will also provide you with useful contact information in our regular Tenant Newsletter.

Ambulance, Fire and Police (For Emergencies) 000 (112 Mobiles)

Crime Stoppers (Freecall) 1800 333 000

Domestic and Family Violence (Freecall) 1800 811 811

Energex Electricity Emergencies 13 19 62

Ergon Energy Emergencies (life threatening) 13 16 70

Income Support Centrelink 1800 050 000

Police Link (Non Urgent Incidents) 131 444

State Emergency Services (For Natural Disasters) 132 500

Tenants Queensland 1300 744 263

Residential Tenancies Authority 1300 366 311

*Contact telephone numbers correct at the time of printing

Feedback and complaints

Your feedback matters

How you can make a suggestion, compliment or complaint.

We want to know what you think of the job we’re doing. The aim of this brochure is to let you know how to do that.

As a large Community Housing provider, Churches of Christ Housing Services is committed to providing a high quality service to our tenants. To achieve this objective Housing Services needs feedback to monitor the service delivery and to continue to improve. Housing Services welcomes feedback from anyone who interacts with or accesses our service. This includes tenants, people applying for housing, owners and people living in neighbouring properties. However this process is not for reporting tenancy complaints and disputes.

This process is also open to people who may be acting on your behalf, such as an advocate or family member. If you work with a support service and would prefer to ask them to help you contact us we will be happy for them to do so, on your behalf.

Suggestions

Suggestions can be any ideas you may have for improving the service we provide or ideas for new initiatives or extra services we don’t currently offer. You may also have thoughts on a new way to improve what we currently provide. We will look at all suggestions and make a decision based on resources and practicalities.

If you have a suggestion for us please complete the form attached to the back of this brochure and send it back to us. You can also drop the form into your regional housing office or give it to a staff member. Housing Services’ staff can also assist you in completing the form if required.

Compliments

If we did a good job we would like you to tell us so that we can learn from that. It may be that we did something in your area particularly well, or resolved a problem quickly.

If you tell us we may be able to expand the service to other areas so that other customers can benefit in the same way you did.

Did we do something well? If we did, please let us know by returning the attached form. Housing Services’ staff can assist you in completing the form if required.

Appeals

Churches of Christ Housing Services also encourages customers to use the Feedback and Complaints process to appeal against decisions which have been made regarding their application or tenancy. If there has been a decision made by Housing Services that affects you, such as a declined pet application, or a notice has been issued that you do not agree with, you can appeal against the decision.

You can lodge your appeal by using the Feedback and Complaints form which is included in this handbook or attached to the feedback and complaints brochure. Appeals will be addressed with the same process as a complaint – see details below.

If you need another Feedback and Complaints Form, please contact a Housing Services’ staff member.


Making a complaint

We aim to provide a high quality service but there may be occasions when you are not happy about something. Complaints are an important way for us to know how we are performing and Housing Services encourages feedback in all areas of our service.

If you have any problems or concerns you should talk to us at your regional office. Let us know what the problem is and how you would like it resolved. If the issues are concerning your regional office you can send the form addressed directly to the General Manager at our Brisbane Head Office. You can make a complaint about:

failure to deliver a service

delay in providing a service

poor quality service

unfairness, prejudice or discrimination

breach of Churches of Christ Housing Services policy or procedures.

Please note that issues regarding Tenancy or Neighbour Disputes are dealt with differently. If you are experiencing issues which are affecting your tenancy please contact your regional office to discuss the matter. You can make a complaint by:

filling in the Feedback Form and sending to Churches of Christ Housing Services’ Head Office (Brisbane Regional Office), or hand it in at your regional office. (Feedback forms can be obtained by asking your Housing Officer. There is one attached to this handbook)

telephoning your regional office to tell us about your complaint

visiting your regional office

emailing us at [email protected]

If you require assistance completing the form you can contact your regional office.

No matter how you contact us, we will acknowledge your complaint within three working days by writing to you to let you know we have received it. We may also contact you after this time to get more details about your complaint so that we can investigate it further.

No matter what your complaint is about we will send you a written response within 10 working days whether the issue is resolved or not. If we haven’t been able to resolve the problem we will tell you about the delay and let you know when to expect a full response.

If you feel that we have not resolved your complaint to your satisfaction, you can appeal to the General Manager who will acknowledge the appeal within three working days. Again you will receive a response to the outcome of your complaint within 10 working days.

If you’re still not satisfied......

If you remain unsatisfied with our response to your complaint, you may seek advice from the Residential Tenancies Authority or Tenants Queensland.

There may be times when you would like someone to get in touch with us on your behalf. Because of privacy reasons we can not discuss anything with a third party unless we have your permission. If you do want someone to represent you, please remember to advise us preferably in writing.


Tenancy complaints and disputes

Resolving your neighbour disputes and nuisance issues

Everybody has the right to live in a safe and peaceful environment. Should you be experiencing difficulties with your neighbour use this information as a guide to resolve the issue.

What do I do if I have a problem with my neighbour?

You should try to settle any disagreements and disputes that may arise with your neighbours before they become serious. When talking with your neighbour, be clear about what the issue or problem is. In what ways is it affecting your peaceful enjoyment of your home?

Take note of the events or actions that have caused the disturbance.

Try to discuss the problem with your neighbour in a calm and constructive way.

If you don't believe it is possible to discuss the problem calmly try the following:

Contact the Dispute Resolution Centre and attempt mediation.

If you feel it is necessary, discuss the matter with the police. Keep a copy of any report you lodge and your statement.

Lodge a complaint with Churches of Christ Housing Services.

Mediation

The Queensland Government’s Department of Justice and Attorney-General Dispute Resolution Centre provides mediation and conflict management services to assist people to resolve their own disputes.

The service is FREE, confidential, voluntary and easy to use. Brochures with more information about the Dispute Resolution Centre are available from your regional housing office. You can contact the Dispute Resolution Centre on 1800 017 288.

Lodging a complaint

Churches of Christ Housing Services will intervene in neighbourhood problems only where intervention is justified and required under the Residential Tenancies and Rooming Accommodation Act 2008.

To make a complaint:

1. You must put your complaint in writing. If you are unable to do this a verbal complaint will be accepted or Housing Services’ staff will write the complaint with you.

2. The complaint should state:

Who it is you have a complaint about.

Why you are complaining.

Details of any evidence to support your complaint. 3. Churches of Christ Housing Services will then investigate the matter. 4. Churches of Christ Housing Services will take the necessary action defined by the Residential

Tenancies Act. 5. At no point will your name be made known to the tenant without your consent. 6. You will be provided with written acknowledgement of your complaint within three working days

of the complaint being received. Due to privacy laws Churches of Christ Housing Services is not able to tell you about any specific action we may take. If you would like any information translated into another language, or provided in another format, please contact your regional housing office and we will arrange this for you.


Churches of Christ Housing Services Head Office

41 Brookfield Road PO Box 508

Kenmore Qld 4069 Phone: 07 3327 1674

Fax: 07 3878 7204

[email protected]

cofc.com.au/housing


http://www.cofc.com.au/housing