Living in your home #

We are here to support you enjoy a stable tenancy and for you to live well in your home.

If you have queries at any time about your lease or your property, just contact our office to discuss. We commit to responding to you in a timely and professional manner.

You can also check your lease if you have queries about any of the conditions of your tenancy. While the lease provides specific details, the following section includes information about the more common queries that tenants ask us.


Your rental account #

Your tenancy officer can provide you with information about your rent account. You can ask about your rental account balance at any time. We’ll also give you a rental statement of account when your household changes, for example, the birth of a child, a new job or when someone else is moving in.

When these types of changes happen, you must let us know – drop in to our office or phone us to discuss.

Rent reviews #

We will regularly review the amount of rent you pay. How often we do this depends on the type of housing and how your rent is calculated. We may need to ask you to confirm your current income and household members. If there is to be a change in your rent we will give you adequate notice.


Property inspections #

We undertake property inspections at different times, for different reasons. No matter what the reason, we will aim to make arrangements with you beforehand and uphold your right to privacy and quiet enjoyment. Some reasons for inspections include:

  • An inspection of your home at least annually or more frequently as agreed between you and your tenancy officer. A new inspection report will be completed after each inspection
  • Inspections before and after complex repairs
  • Property surveys by our Maintenance Team to assess planned works, structural issues or other property condition assessments.

Extra guests #

If a guest wants to stay longer than four (4) weeks, you must let us know so we may approve an additional occupant and adjust your rent, if applicable. Depending on the type of housing and individual tenant circumstances, this approval may be subject to conditions.

Being away from your property for an extended period of time #

We provide safe, secure and permanent housing for individuals and families on low to medium incomes who would find it difficult to secure housing in an increasingly unaffordable private rental market. Consequently, we expect tenants to occupy their rented property themselves and not leave it unnecessarily vacant. However, we understand that there may be a valid reason for you to be absent from your property for an extended period of time. Acceptable reasons include, but are not limited to:

  • Holiday;
  • Incarceration, provided the offence does not involve a breach of lease;
  • Hospitalisation of you or an immediate family member.

If you are planning to be absent from your property for more than 8 weeks, talk with your tenancy officer about your particular situation.

If you are ill or injured #

We will endeavor to provide support to tenants to maintain their tenancy where circumstances change through illness or injury. This may include carrying out adaptations to assist mobility and/or facilitating access to support services that provide in-home care. Where maintaining the tenancy is not an option, we will work with other support services and agencies to try and find alternative housing.

We will endeavor to support tenants who require home modifications due to ageing or disability. We may arrange adaptations to the property or assist tenants to access other home modification services and funding (for example, through government departments, disability services).

Transferring to another property #

If you are wanting to transfer to a property not managed by us, you will need to facilitate this through Housing Connect (1300 665 663). We can help with this process.

It may be possible for you to apply for a transfer to another property managed by us if there is a valid reason. The first step is to talk with your tenancy officer about your reason for wanting to transfer. Your tenancy officer will provide you with a request form and talk with you about the supporting evidence you will need to provide, such as a report from a health professional or similar. Below are valid reasons for seeking a transfer:

  • You need to move closer to essential services;
  • Your current housing is impacting on your health or mobility;
  • Overcrowding;
  • You have safety and security issue.

We will verify that your rent is up to date, that you are maintaining your home and that you are complying with all aspects of your lease when we consider your transfer request.

Tenant support #

We care about the well-being of our tenants and are committed to supporting every tenant to manage and maintain their tenancy and to live well in their community.

Sometimes tenants may require additional assistance, beyond us simply providing them with housing. If this happens for you, contact us and we’ll have our Tenant Engagement Officer talk with you about the support options available.

We have strong and well-established links with a range of key government departments and community agencies that the Tenant Engagement Officer can put you in contact with, or make a referral on your behalf, with your permission.

Repairs and Maintenance #

Who pays for the repairs? #

If there is a query about who is responsible for the cost of repairs, we will use the property condition report that was prepared at the beginning of your tenancy to assess fair wear and tear and determine who should pay. If you have misplaced your condition report, please ask your tenancy officer for a copy. Our shared responsibilities are outlined in detail in the lease agreement. In summary, the table below lists typical repairs and maintenance items, as well as who has responsibility to pay for these.

Our responsibility
  • Repair or replacement of the following items due to wear and tear:
  • Fluorescent lights only
  • Common area lights (in complexes only)
  • Stove
  • Locks
  • Smoke alarms
  • Doors and fittings
  • Basins and taps
  • Bath (if applicable), shower and shower screens (if applicable)
  • Fixed floor coverings
  • Internal and external painting
  • TV antenna
  • Clothesline
  • Power supply
  • Water supply
  • Boundary fences
  • Initial supply of rubbish and recycling bins
  • Service heat pumps
Your responsibility
  • Any and all damage caused by you, your family or visitors to the property. This includes damage to any fixtures and fittings as listed as our responsibility
  • Replacement of light globes
  • Replacement of smoke alarm batteries
  • Broken windows, as specified under the Residential Tenancy Act and reflected in your lease
  • Damage/holes in walls, doors and floors
  • Faulty appliance/s that cause the power supply to trip if those appliances are not listed as being our responsibility.
  • Blockages to sinks, toilet and drains (where caused by you or your visitors, even if its accidental)
  • Pest and vermin control
  • Gardens, lawns and tree pruning
  • Removal of rubbish including lawn clippings and garden waste
  • Replacement cost of rubbish/recycling bins (as arranged by you through your local Council office)
  • Replacement of lost or stolen keys
  • If locked out of your home you will need to contact a locksmith to gain entry.
  • Repairs to any items that you have installed
  • Water charges (in accordance with the Residential Tenancies Act 1997)
  • Clean heat pumps in accordance with ongoing product requirements
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How do I request repairs and maintenance? #

We are your nominated repairer and you must contact us first if any repairs are needed. If you are reporting damage resulting from vandalism, please phone Tasmania Police, report the matter then contact our Maintenance Helpdesk with the police report details.

Phone the Maintenance Helpdesk on 6173 0061 during office hours, 9am – 5pm Monday-Friday. Alternatively you can email or visit our website (see page 2).

  • Provide our Receptionist with your name, address and telephone number.
  • Describe the problem and respond to questions we will ask you about the repair request.
  • We will arrange either a works order or an inspection to be carried out by our Maintenance Team or a Contractor, depending on the urgency and nature of the repair.
  • We will let you know a timeframe that you can expect the work or inspection to be undertaken as outlined in the table below.

How long will the repairs take? #

The time it takes to attend to repairs depends on the type and nature of the work required and whether it is urgent, priority or normal, as described in the table below.

Maintenance type and response #

Urgent

Response Time: Within 4 hours

Urgent repairs are where there is an immediate health, safety or security risk or where the property will be further damaged if work is not carried out. Urgent action is required to address the situation which may mean temporary repairs are undertaken to make the situation safe until business hours, when proper repairs can be arranged.

Examples include: a burst water service, a gas leak, a dangerous electrical fault, flooding or serious flood damage, damage that causes the premises to be unsafe/insecure, or damage likely to cause injury to person or property

Urgent works are attended to and repaired or made safe within 4 hours. Once you’ve reported urgent works, you will need to stay at home (provided it is safe to do so) and contactable until the repairs are completed. If you are not available when the contractor arrives, you may be charged for the contractor’s time.


Priority

Response Time: Within 24 hours

Priority repairs are work needed to fix a problem that is not urgent (or an emergency), but is causing inconvenience and may develop into a health, safety or security risk if not fixed promptly.

Examples include: essential items are not working such as hot-water service, heating and stove, no lights working in the home, other electrical fault, toilet, leak from pipe or base of toilet, blocked drain outside the home.


Normal 7

Response Time: Within a week

For general repairs and maintenance requests. Any work classified as ‘Normal 7’ will be attended to within one week. This generally relates to repairs that are of an inconvenient nature, rather than having any urgency.

Examples include: Broken washing line, dripping taps, broken windows if boarded up.

Normal 28

Response Time: Within 28 days

For general repairs and maintenance requests. Any work classified as ‘Normal 28’ will either be attended to within one-month or placed on the planned maintenance program, depending on the nature and complexity of the work.

Identification of maintenance staff #

You should always be comfortable that the person visiting your home is who they say they are. We use a range of different companies for repair works and do not issue them with identification. If you are unsure of the caller’s identity, remember the following:

  • it is unlikely that we have organised any work to your property that you were not aware of;
  • the tradesperson should carry a copy of a work order (on our letterhead) which will include your name and contact details;
  • if the person claims to be a staff member or real estate agent, it is unlikely that they would arrive without giving you prior written notice of their visit or identify themselves immediately on arrival.

When in doubt, refuse entry and contact us immediately.


Getting involved with Centacare Evolve Housing #

What is tenant involvement? #

We encourage you to become involved in the decisions that affect your housing and to participate in activities and programs that benefit all tenants.

We need to know what’s good, what’s bad and what you think about us. That way we can make sure we do it more, less or better in the future.

How you can get involved #

You can get involved by taking part in the following initiatives:

Tenants Advisory Group (TAG) – The TAG actively works with Centacare Evolve Housing to ensure that tenants get the best possible service. They get together every two months and discuss issues that affect tenants.

For more information please contact our office on (03) 6173 0060.

Tenant Satisfaction Survey – An annual survey where we ask tenants to provide us with feedback on our overall performance and on how well we are meeting housing and maintenance needs.


How to make a complaint #

We aim to provide quality professional service to all our tenants. We will always welcome your feedback, whether it’s a complaint, compliment or suggestion because:

  • It helps us monitor our performance and effectiveness;
  • It tells us what is working well and what we need to do better;
  • We appreciate the opportunity to improve our services.

We have a documented system for managing complaints and appeals that make it easy for people to lodge a complaint or appeal and ensures that they are dealt with promptly and fairly. There is also access to an independent body if the matter cannot be resolved to the person’s satisfaction.

What can you complain about? #

Some examples include:

  • The services we provide;
  • The way you have been treated by staff or contractors;
  • The manner in which your personal information has been used, disclosed or dealt with.

How to make a complaint #

You can make a complaint by:

We will acknowledge, investigate and provide an initial response to your complaint within 5 days. If it’s going to take longer than this to respond we will let you know when you can expect a response.

If you are not satisfied with a decision we’ve made about something that affects your tenancy, you have the right to seek a review or lodge an appeal. If you ask for a review it will be completed by our General Manager, Community Housing Services who will contact you once the review is complete.

If you are still not satisfied with the review decision, or the way we have handled your complaint, you can lodge an appeal with the Ombudsman Tasmania. This is an independent agency that reviews decisions of community housing providers and Housing Tasmania. You can contact Ombudsman Tasmania on 1800 001 170