Housing NSW Repairs. Tenants tool kit

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Derick Harmon
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1 Housing NSW Repairs Tenants tool kit The resources in this tool kit have been developed to help tenants of Housing NSW get necessary repairs done to their homes done properly and on time. This tool kit contains a number of documents that tenants will find useful if they experience problems getting repairs done. It includes: ff ff ff ff Information about what Housing NSW and tenants need to do to get repairs carried out. A number of pages of a repairs diary which tenants can use to track the progress of their repairs issues. A example of how to fill in the repairs diary. An example of an application to the NSW Civil and Administrative Tribunal seeking orders by the Tribunal and Housing NSW carry out repairs. These items are also included independently on the Eastern Area Tenants Service web site, at You can contact EATS for more detailed advice and assistance by phoning Our intake lines are open between 10 am and 1 pm. If you can t get through on the phones, be sure to leave a message and we will get back to you. Eastern Area Tenants Service PO Box 1091, Bondi Junction 1355 Fax Phone for advice during advice times or leave a message

4 This great resource has been developed by Illawarra Tenants Service. If you live in Sydney s Eastern Suburbs and need to talk to somebody about these issues, call EATS on

5 Social housing application CONSUMER AND COMMERCIAL DIVISION SOCIAL HOUSING LIST CCD-12/2015 Complete this form to apply to NCAT s Consumer and Commercial Division for orders under the Residential Tenancies Act 2010 to resolve a dispute about a social housing tenancy. Social housing applications can also be lodged online with NCAT Online. File Number Office use only 1. RENTED PREMISES A. ADDRESS OF RENTED PREMISES Provide the address of the house or unit that is the rental property, as it appears on the residential tenancy agreement. Address: B. RENTAL BOND NUMBER C. REAL ESTATE AGENCY DETAILS If applicable, provide name and address of agency managing the rented premises. Agency name: Agency address: 2. APPLICANT A. APPLICANT TYPE Tick the box that best describes the person lodging the application to the Tribunal. Housing NSW Community housing Aboriginal housing Tenant Co-tenant Former tenant Other (please specify) B. APPLICANT S DETAILS Provide details of person or company applying to the Tribunal. For multiple applicants attach details on a separate sheet. For co-tenant disputes attach landlord s details on a separate sheet. Full name: Postal address: Contact details: Daytime telephone Mobile Do you want NCAT notices and correspondence ed to you? By ticking this box you agree to receive the notice of hearing and other future correspondence by . Please ensure the address provided above is accurate and the account is checked regularly. NCAT Consumer and Commercial Division Form Social housing application Page 1

6 3. RESPONDENT A. RESPONDENT TYPE Tick the box that best describes the person you are making the applicant against. Landlord Tenant Co-tenant Former tenant Landlord s agent (s.61 & 134 only) Mortgagee Occupant B. RESPONDENT S DETAILS Who is the application against? Provide the respondent s name and their postal address. For multiple respondents attach details on separate sheet. Full name: Postal address: Contact details: Daytime telephone Mobile 4. ORDER DETAILS A. WHAT ORDERS DO YOU WANT? Write down the section/s of the Residential Tenancies Act 2010 and the orders you want the Tribunal to make. Refer to the attached information for sections of the Act and types of orders that can be made. B. WHAT ARE YOUR REASONS FOR ASKING FOR THE ORDERS? You must explain why you are lodging this application and asking for Tribunal orders by providing as much information as possible. If the space below is insufficient you can attach additional information to this form. NCAT Consumer and Commercial Division Form Social housing application Page 2

9 HNSW REPAIRS DIARY Your name Your address Your Client Reference Number Maintenance / repair issue Type of Repair Life threatening maintenance issues that require immediate repair because they threaten your health, safety or security, eg sewerage leak Problems that threaten your safety or security and need action quickly, eg blocked drains outside, no lights in the house Essential services that are broken, eg no hot water heaters, broken room heater where the heater is supplied by HNSW Essential services that are broken, eg stoves, external door locks, washers and driers when supplied by HNSW General repairs that need to be done to keep the place in good working order, eg jammed windows Postcode HNSW s expected response time Up to 4 hours after notification Up to 24 hours Up to 48 hours Up to 72 hours Up to 20 working days after notification Types of repairs Urgent Repairs: Are repairs needed to ensure gas, electricity or water supply, to deal with the failure of cooking facilities or hot water, serious leaks, breakdowns that make the premises insecure, matters that could lead to an urgent health or safety risk Non Urgent repairs are those which while important do not have to be attended to immediately Scheduled maintenance refers to things like replacing carpets or repainting, unless the breakdown of these items has led to serious safety concerns Important numbers Housing NSW Maroubra Office Housing Contact Centre (Maintenance Line) 1300 HOUSING ( ) Open 24 hours 7 days Eastern Area Tenants Service for advice on tenancy matters State Emergency Services (storms and floods) Emergency Ambulance, Police, Fire 000 Date you became aware of the issue / / Date HNSW notified of the issue / / Expected response time: How was Call to Housing Contact Centre Letter (posted / faxed) HNSW told Told HNSW staff member in person During an inspection Call to HNSW Name of HNSW worker you spoke to Write briefly how the breakdown affects your use of the property, (eg, cannot cook meals for family, cannot use a particular room) Outline of discussion with HNSW Scheduled inspection dates/times (if applicable) Job reference no. See back of page for important extra tools to help you track the progress of your issue

10 HNSW REPAIRS DIARY Job reference no. Keep an ongoing record: Sometimes, repairs issues turn into long running sagas. Use the table below to keep a record of what happened, when things haven t happened and who you speak or write to. Attach another sheet of paper if your run out of space here. Date Time What happened Evidence You will need evidence to back your case. Generally tenants will need evidence of: Issue a) Items, areas of premises that broke down or needed repair Types of evidence Photos Personal statements b) What is needed to be done to fix the problem Personal statement Maintenance report c) Communications between yourself and HNSW. If a repairs issue becomes a problem, it is a good idea to communicate in writing, so that you have a record of what you said to them. Copies of letters or s sent and received by you A phone log (see above, Phone records (ie bills) Personal statment d) How the failure to repair is affecting on your life Photos of rooms or areas that have been damaged e) Receipts for anything you have had to spend money on as a result of the breakdown f) Records of what you have done to lessen the damage caused by the breakdown ( see below) Receipts for anything you have had to spend money on as a result of the breakdown (eg, take-away meals if a stove is broken, or dry cleaning if mould is affecting clothing) Photos of damage to your goods Receipts or quotes for work needed to repair or replace your damaged goods Personal statement Photographs Tenant s responsibility You must to take all reasonable steps to lessen (mitigate) any losses or damage caused by HNSW s failure to attend to repairs. You cannot be compensated for any losses or damage that you could have reasonably avoided. For example, if there is a leak in your lounge room and water is dripping on your couch, you should move your couch or cover it to avoid any further damage. You are not allowed to install a fixture, renovate, alter or add anything to the premises without HNSW s written consent. You are not allowed to organise for the repairs to be done yourself unless you have written permission from HNSW or if the repair is urgent AND you did not cause the disrepair AND you put HNSW on notice of the need for repair AND you gave HNSW reasonable opportunity to do the repairs AND you made a reasonable attempt to arrange for a licensed/qualified person to carry out the repairs. The maximum amount you are entitled to be reimbursed is $1,000.

11 HNSW REPAIRS DIARY Your name Your address Your Client Reference Number Maintenance / repair issue Type of Repair Life threatening maintenance issues that require immediate repair because they threaten your health, safety or security, eg sewerage leak Problems that threaten your safety or security and need action quickly, eg blocked drains outside, no lights in the house Essential services that are broken, eg no hot water heaters, broken room heater where the heater is supplied by HNSW Essential services that are broken, eg stoves, external door locks, washers and driers when supplied by HNSW General repairs that need to be done to keep the place in good working order, eg jammed windows Postcode HNSW s expected response time Up to 4 hours after notification Up to 24 hours Up to 48 hours Up to 72 hours Up to 20 working days after notification Types of repairs Urgent Repairs: Are repairs needed to ensure gas, electricity or water supply, to deal with the failure of cooking facilities or hot water, serious leaks, breakdowns that make the premises insecure, matters that could lead to an urgent health or safety risk Non Urgent repairs are those which while important do not have to be attended to immediately Scheduled maintenance refers to things like replacing carpets or repainting, unless the breakdown of these items has led to serious safety concerns Important numbers Housing NSW Maroubra Office Housing Contact Centre (Maintenance Line) 1300 HOUSING ( ) Open 24 hours 7 days Eastern Area Tenants Service for advice on tenancy matters State Emergency Services (storms and floods) Emergency Ambulance, Police, Fire 000 Date you became aware of the issue / / Date HNSW notified of the issue / / Expected response time: How was Call to Housing Contact Centre Letter (posted / faxed) HNSW told Told HNSW staff member in person During an inspection Call to HNSW Name of HNSW worker you spoke to Write briefly how the breakdown affects your use of the property, (eg, cannot cook meals for family, cannot use a particular room) Outline of discussion with HNSW Scheduled inspection dates/times (if applicable) Job reference no. See back of page for important extra tools to help you track the progress of your issue

12 HNSW REPAIRS DIARY Job reference no. Keep an ongoing record: Sometimes, repairs issues turn into long running sagas. Use the table below to keep a record of what happened, when things haven t happened and who you speak or write to. Attach another sheet of paper if your run out of space here. Date Time What happened Evidence You will need evidence to back your case. Generally tenants will need evidence of: Issue a) Items, areas of premises that broke down or needed repair Types of evidence Photos Personal statements b) What is needed to be done to fix the problem Personal statement Maintenance report c) Communications between yourself and HNSW. If a repairs issue becomes a problem, it is a good idea to communicate in writing, so that you have a record of what you said to them. Copies of letters or s sent and received by you A phone log (see above, Phone records (ie bills) Personal statment d) How the failure to repair is affecting on your life Photos of rooms or areas that have been damaged e) Receipts for anything you have had to spend money on as a result of the breakdown f) Records of what you have done to lessen the damage caused by the breakdown ( see below) Receipts for anything you have had to spend money on as a result of the breakdown (eg, take-away meals if a stove is broken, or dry cleaning if mould is affecting clothing) Photos of damage to your goods Receipts or quotes for work needed to repair or replace your damaged goods Personal statement Photographs Tenant s responsibility You must to take all reasonable steps to lessen (mitigate) any losses or damage caused by HNSW s failure to attend to repairs. You cannot be compensated for any losses or damage that you could have reasonably avoided. For example, if there is a leak in your lounge room and water is dripping on your couch, you should move your couch or cover it to avoid any further damage. You are not allowed to install a fixture, renovate, alter or add anything to the premises without HNSW s written consent. You are not allowed to organise for the repairs to be done yourself unless you have written permission from HNSW or if the repair is urgent AND you did not cause the disrepair AND you put HNSW on notice of the need for repair AND you gave HNSW reasonable opportunity to do the repairs AND you made a reasonable attempt to arrange for a licensed/qualified person to carry out the repairs. The maximum amount you are entitled to be reimbursed is $1,000.

13 HNSW REPAIRS DIARY Your name Your address Your Client Reference Number Maintenance / repair issue Type of Repair Life threatening maintenance issues that require immediate repair because they threaten your health, safety or security, eg sewerage leak Problems that threaten your safety or security and need action quickly, eg blocked drains outside, no lights in the house Essential services that are broken, eg no hot water heaters, broken room heater where the heater is supplied by HNSW Essential services that are broken, eg stoves, external door locks, washers and driers when supplied by HNSW General repairs that need to be done to keep the place in good working order, eg jammed windows Postcode HNSW s expected response time Up to 4 hours after notification Up to 24 hours Up to 48 hours Up to 72 hours Up to 20 working days after notification Types of repairs Urgent Repairs: Are repairs needed to ensure gas, electricity or water supply, to deal with the failure of cooking facilities or hot water, serious leaks, breakdowns that make the premises insecure, matters that could lead to an urgent health or safety risk Non Urgent repairs are those which while important do not have to be attended to immediately Scheduled maintenance refers to things like replacing carpets or repainting, unless the breakdown of these items has led to serious safety concerns Important numbers Housing NSW Maroubra Office Housing Contact Centre (Maintenance Line) 1300 HOUSING ( ) Open 24 hours 7 days Eastern Area Tenants Service for advice on tenancy matters State Emergency Services (storms and floods) Emergency Ambulance, Police, Fire 000 Date you became aware of the issue / / Date HNSW notified of the issue / / Expected response time: How was Call to Housing Contact Centre Letter (posted / faxed) HNSW told Told HNSW staff member in person During an inspection Call to HNSW Name of HNSW worker you spoke to Write briefly how the breakdown affects your use of the property, (eg, cannot cook meals for family, cannot use a particular room) Outline of discussion with HNSW Scheduled inspection dates/times (if applicable) Job reference no. See back of page for important extra tools to help you track the progress of your issue

14 HNSW REPAIRS DIARY Job reference no. Keep an ongoing record: Sometimes, repairs issues turn into long running sagas. Use the table below to keep a record of what happened, when things haven t happened and who you speak or write to. Attach another sheet of paper if your run out of space here. Date Time What happened Evidence You will need evidence to back your case. Generally tenants will need evidence of: Issue a) Items, areas of premises that broke down or needed repair Types of evidence Photos Personal statements b) What is needed to be done to fix the problem Personal statement Maintenance report c) Communications between yourself and HNSW. If a repairs issue becomes a problem, it is a good idea to communicate in writing, so that you have a record of what you said to them. Copies of letters or s sent and received by you A phone log (see above, Phone records (ie bills) Personal statment d) How the failure to repair is affecting on your life Photos of rooms or areas that have been damaged e) Receipts for anything you have had to spend money on as a result of the breakdown f) Records of what you have done to lessen the damage caused by the breakdown ( see below) Receipts for anything you have had to spend money on as a result of the breakdown (eg, take-away meals if a stove is broken, or dry cleaning if mould is affecting clothing) Photos of damage to your goods Receipts or quotes for work needed to repair or replace your damaged goods Personal statement Photographs Tenant s responsibility You must to take all reasonable steps to lessen (mitigate) any losses or damage caused by HNSW s failure to attend to repairs. You cannot be compensated for any losses or damage that you could have reasonably avoided. For example, if there is a leak in your lounge room and water is dripping on your couch, you should move your couch or cover it to avoid any further damage. You are not allowed to install a fixture, renovate, alter or add anything to the premises without HNSW s written consent. You are not allowed to organise for the repairs to be done yourself unless you have written permission from HNSW or if the repair is urgent AND you did not cause the disrepair AND you put HNSW on notice of the need for repair AND you gave HNSW reasonable opportunity to do the repairs AND you made a reasonable attempt to arrange for a licensed/qualified person to carry out the repairs. The maximum amount you are entitled to be reimbursed is $1,000.

15 HNSW REPAIRS DIARY Your name Your address Your Client Reference Number Maintenance / repair issue Type of Repair Life threatening maintenance issues that require immediate repair because they threaten your health, safety or security, eg sewerage leak Problems that threaten your safety or security and need action quickly, eg blocked drains outside, no lights in the house Essential services that are broken, eg no hot water heaters, broken room heater where the heater is supplied by HNSW Essential services that are broken, eg stoves, external door locks, washers and driers when supplied by HNSW General repairs that need to be done to keep the place in good working order, eg jammed windows Postcode HNSW s expected response time Up to 4 hours after notification Up to 24 hours Up to 48 hours Up to 72 hours Up to 20 working days after notification Types of repairs Urgent Repairs: Are repairs needed to ensure gas, electricity or water supply, to deal with the failure of cooking facilities or hot water, serious leaks, breakdowns that make the premises insecure, matters that could lead to an urgent health or safety risk Non Urgent repairs are those which while important do not have to be attended to immediately Scheduled maintenance refers to things like replacing carpets or repainting, unless the breakdown of these items has led to serious safety concerns Important numbers Housing NSW Maroubra Office Housing Contact Centre (Maintenance Line) 1300 HOUSING ( ) Open 24 hours 7 days Eastern Area Tenants Service for advice on tenancy matters State Emergency Services (storms and floods) Emergency Ambulance, Police, Fire 000 Date you became aware of the issue / / Date HNSW notified of the issue / / Expected response time: How was Call to Housing Contact Centre Letter (posted / faxed) HNSW told Told HNSW staff member in person During an inspection Call to HNSW Name of HNSW worker you spoke to Write briefly how the breakdown affects your use of the property, (eg, cannot cook meals for family, cannot use a particular room) Outline of discussion with HNSW Scheduled inspection dates/times (if applicable) Job reference no. See back of page for important extra tools to help you track the progress of your issue

16 HNSW REPAIRS DIARY Job reference no. Keep an ongoing record: Sometimes, repairs issues turn into long running sagas. Use the table below to keep a record of what happened, when things haven t happened and who you speak or write to. Attach another sheet of paper if your run out of space here. Date Time What happened Evidence You will need evidence to back your case. Generally tenants will need evidence of: Issue a) Items, areas of premises that broke down or needed repair Types of evidence Photos Personal statements b) What is needed to be done to fix the problem Personal statement Maintenance report c) Communications between yourself and HNSW. If a repairs issue becomes a problem, it is a good idea to communicate in writing, so that you have a record of what you said to them. Copies of letters or s sent and received by you A phone log (see above, Phone records (ie bills) Personal statment d) How the failure to repair is affecting on your life Photos of rooms or areas that have been damaged e) Receipts for anything you have had to spend money on as a result of the breakdown f) Records of what you have done to lessen the damage caused by the breakdown ( see below) Receipts for anything you have had to spend money on as a result of the breakdown (eg, take-away meals if a stove is broken, or dry cleaning if mould is affecting clothing) Photos of damage to your goods Receipts or quotes for work needed to repair or replace your damaged goods Personal statement Photographs Tenant s responsibility You must to take all reasonable steps to lessen (mitigate) any losses or damage caused by HNSW s failure to attend to repairs. You cannot be compensated for any losses or damage that you could have reasonably avoided. For example, if there is a leak in your lounge room and water is dripping on your couch, you should move your couch or cover it to avoid any further damage. You are not allowed to install a fixture, renovate, alter or add anything to the premises without HNSW s written consent. You are not allowed to organise for the repairs to be done yourself unless you have written permission from HNSW or if the repair is urgent AND you did not cause the disrepair AND you put HNSW on notice of the need for repair AND you gave HNSW reasonable opportunity to do the repairs AND you made a reasonable attempt to arrange for a licensed/qualified person to carry out the repairs. The maximum amount you are entitled to be reimbursed is $1,000.

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