Spring 2024
Crafting joy: Hayley’s journey P5 Changes to tenancy law: what you need
to know P6 Behind the designs P7
HChoicesWA
From the General Manager Hi everyone, I was so happy to be invited by the Homes Stories editorial crew to provide a ‘little something’ from Housing Choices’ national head office, for the first time.
I know your real interest in Homes Stories is to keep in touch with local friends and community - and rightly so. But I thought you might like to know how important Homes Stories is to us too. While it’s a great read for residents, for me and all our staff it is your stories that inspire us! What’s my story? I joined Housing Choices as Executive General Manager Customer and Community Services early this year. My job is to support all the people at Housing Choices who support all our residents, across the country. To take up this wonderful opportunity I moved to Australia from the United Kingdom, along with my partner and our four kids. So, I really know how important it is to feel settled, safe and connected to community. Like you, the staff at Housing Choices look forward to each issue of Home Stories - because it makes us feel more connected to you. Thanks to all the people across the Housing Choices family - staff and residents - who bring our communities
Hannah Harvey Executive General Manager, Customer and Community Services our rent and maintenance information sessions, spring gardening competition and end of year events. Happy reading, the coming months for you to spend time with fellow residents and staff with together. And thanks to those who share their stories here and inspire us along the way. This edition of Home Stories features information about recent changes in WA tenancy law and updates to our complaints policy which I encourage you to have a look at – it is really important to us that you are well informed of your rights as a resident of Housing Choices. We also have some great opportunities over
Acknowledgement of Country
In the spirit of reconciliation Housing Choices WA acknowledges the Traditional Custodians of Country throughout Noongar boodja (land) where we are based. We acknowledge their connections to land, sea and community and pay our respect to their Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples.
Cover: Resident Hayley in her crafting space.
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Share your garden for a chance to win Our Spring Gardening Competition is now open with several $100 Bunnings voucher up for grabs! Whether you’re just starting out or a seasoned green thumb, we want to see your garden and celebrate the creativity and care you put into your outdoor spaces. Gardening is a wonderful hobby for your physical and mental wellbeing and helps keep your outdoor areas well maintained. We know that no two gardens are the same, so all garden sizes and types are welcome. All tenants who enter the competition will receive a free seed packet to help your garden grow. To enter, simply send photos of your garden to the Tenant Engagement
Discover our new Resident Handbook!
We’re excited to introduce our new Resident Handbook, shaped by resident feedback and reviewed by our Advisory Committee of Tenants. Packed with essential information, it covers your rights, responsibilities, tips for managing your tenancy and community resources. Let us know if you would like a physical copy or visit our website housingchoices.org.au and head to the WA Resident Centre to read a copy online.
Team via 0437 887 675 or info-wa@hcau.org.au by Friday November 1, 2024.
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Policy spotlight: feedback and complaints
We’ve updated our Feedback and Complaints Policy and want to keep you informed so you know how to log feedback, make a complaint, and what to expect throughout the process.
What is feedback? Feedback is any comment or suggestion about our services, whether positive or negative and helps us understand your experience and identify areas for improvement. While we will always try to acknowledge feedback, we may not provide individual responses to feedback unless it is a formal complaint requiring resolution.
What is a complaint? A complaint is an expression of dissatisfaction about our services, staff, contractors or our handling of previous complaints where a response or resolution is expected. Please note that complaints about neighbours are not managed under our complaints policy. However, a concern about the way we have handled a neighbour dispute or anti-social behaviour can be lodged as a complaint.
Our complaints process
REVIEW & COLLABORATE We will review the facts and circumstances of your complaint objectively and consider the urgency of the complaint. We may contact you or your advocate for more information and to discuss options for resolution.
LISTEN AND LODGE We will listen to your issue and inform you of the complaints process. We accept complaints by phone, email, letter and via our website. We also accept complaints from carers and advocates.
OUTCOME We aim to resolve complaints within 30 working days and will inform you of the outcome of your complaint and any actions taken or changes to our services as a result of the complaint.
ACKNOWLEDGE We will acknowledge your complaint
within 2 business days and provide
a unique complaint ID so you can follow up the progress of the complaint at any time.
What else do I need to know? • All information provided to us during your complaint will be treated as confidential in accordance with our privacy policy. • You can make a complaint anonymously,
Unreasonable complaints It’s important to know that there are times when complaints may become unreasonable and require a different approach for resolution. When complaints go beyond constructive feedback and involve unrealistic demands, repeated grievances without new information, or unsubstantiated accusations, it is necessary to manage these situations differently. This might include setting clear boundaries, focusing on effective communication and ensuring that responses are professional and consistent with our policies.
although this may limit our ability to investigate the complaint effectively.
• There is no time limit on when a complaint can be raised, and you can withdraw your complaint at any time. • We will ensure that the person handling your complaint is different from the staff member/s whose conduct, or service is involved in the issue.
If you have any questions about our complaints or unreasonable complaints policy, please contact your local office or view our policies on our website.
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Crafting joy: Hayley’s journey At just 9 years old, Hayley’s life changed forever when she underwent high-risk surgery to remove a brain tumour. While the operation was lifesaving, it left her with lifelong challenges, including hearing and vision loss, as well as paralysis on her left side. At 15 years of age Hayley underwent radiation treatment for the parts of the tumour that couldn’t be removed. Hayley continued her studies throughout her treatment and graduated from highschool while completing a school- based traineeship. Hayley has been stable since she was 16, and while she says her disabilities can be challenging, she does not let them affect her positive outlook. From 18 years of age, Hayley has been on the joint waitlist for housing, and nine months ago, at age 31, she secured a place of her own with Housing Choices WA. Since moving into her new home, she has found joy in the independence it offers and space for her creative hobbies. Hayley’s hobbies and passions include card making, craft, painting, photography, reading, cooking, and her personal
Above: Hayley with her craft creations.
favourite - karaoke. Every fortnight Hayley heads out to different karaoke venues with her support workers to sing her favourite pop and country songs. Hayley is also active in her local community. A few years ago, she hosted craft groups for Befriend, an organisation that fosters community connection. Now Hayley is excited to re-engage with Befriend, where she’s been asked to assist in teaching sign language. Hayley has experience with both Australian Sign Language (Auslan) and American Sign Language (ASL), finding ASL’s one-handed signing
particularly accessible due to her arm paralysis. In addition to her volunteer work, Hayley is eager to start her own microbusiness selling her craft creations. Over the years, she has invested in different machines and taught herself to make a range handmade products, the latest being personalised mugs. With Certificates I, II, and III in Business Hayley has the tools to get her business started. Now, with a space of her own for crafting, she’s excited about the possibilities ahead.
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Changes to tenancy law: what you need to know
Recent changes to WA’s Residential Tenancies Act have strengthened renters’ rights. Here’s a summary of what you need to know.
Minor modifications allowed (with permission) • Tenants can now make small changes to their rental property, such as installing picture hooks, curtains or child safety locks, to make it feel more like home. • Tenants still need landlord permission, but landlords can only refuse for valid reasons, like when the modification disturbs asbestos or is against local council regulations. • Landlords can place reasonable conditions on minor changes - for example a vegetable garden must be well maintained, or a standard hook must be used for pictures.
Change to frequency of rent increases • Landlords can now only increase rent once every 12 months, but this looks different for community housing tenants because your rent is income related.
Pets allowed in most rentals (with permission) • Tenants now have the right to keep pets, but they still need to first get permission from their landlord. • The landlord can only refuse for specific reasons related to legal restrictions, council regulations or strata by-laws. • Any other reasons would
• A rent increase in
community housing is when your rent calculation method changes. For example, you change income bands and go from paying 25% of your income as rent to 30% of your income as rent. • Another change to your rent calculation method occurs when you are paying our maximum rent, and the market rent used to calculate your rent increases. • In both of the above
need to be approved by the Commissioner for Consumer Protection on a case by case basis.
Protection against retaliatory actions • If tenants exercise their rights, such as requesting repairs, landlords cannot retaliate by breaching or evicting them. • While Housing Choices
New dispute resolution process
• A new process has been introduced to help resolve disputes between tenants and landlords more efficiently. • Disagreements over modifications or pet
cases, rent increases are limited to once every 12 months.
• If your income changes but the
would never engage in retaliatory actions, these reforms ensure all renters are protected by law and can exercising their rights without fear of losing their home.
calculation formula remains the same, it’s a rent variation, not an increase, and your rent could change more often than once a year.
permissions can be taken to the Commissioner for Consumer Protection by either party to seek a resolution.
If you have any questions about how these changes affect your tenancy, reach out to your Tenancy Officer for more information.
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Behind the designs
Each year we feature tenant art on our business stationary to celebrate and invest in the talents of our tenants. This year we have licensed the use of two artworks for our different types of compliment slips. Learn more about the artists behind the artwork below.
Summer Bouquet by Suzanne Suzanne is a hobby artist who loves painting landscapes, animals and flowers. While Suzanne enjoys working with a range of mediums she especially likes working with watercolour, enjoying the flow and softness of the paint. Last year our Advisory Committee of Tenants voted on this artwork to go on our new compliment slips for its beautiful design and colours that matched our logo.
From:
Contact number:
Peel Office 4 Stevenson Street PO Box 1200 Mandurah WA 6210 P (08) 9534 0400
Perth Metro Office Level 7, 25 Rowe Avenue Rivervale WA 6103 PO Box 105 Burswood 6100 P (08) 9430 0900
South West Office 1st Floor, 25 Victoria Street PO Box 1539
Bunbury WA 6230 P (08) 9722 7200
The Path Home by Tamara
Tamara’s Nana was a Nyikina woman from Derby and was part of the Stolen Generation. Painting is a form of therapy for Tamara who suffers from chronic health issues. Her paintings are a representation of her journey to find connection with country after much cultural knowledge was lost through the generations. This artwork features on our inspection compliment slips which tenancy staff leave if you are not home for a routine property inspection. It is part of our commitment to ensure we feature the artworks and stories of our First Nations residents.
Perth Metro Office Level 7, 25 Rowe Avenue Rivervale WA 6103 PO Box 105 Burswood WA 6100 P (08) 9430 0900
We have completed your inspection, sorry we missed you.
Thank you for your efforts to maintain your home.
Peel Office 4 Stevenson Street PO Box 1200 Mandurah WA 6210 P (08) 9534 0400
South West Office 1st Floor, 25 Victoria Street PO Box 1539
Tenancy Officer: Date:
Any questions or concerns? Please call your local office.
Bunbury WA 6230 P (08) 9722 7200
Time:
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Fire safety in the home
Did you know most household fires are preventable? Here are some safety tips to avoid accidental fires in the home.
Time to test your smoke alarms
Always keep items at least one metre away from heaters (especially flammable fabrics and material). Be mindful not to overload power points and never piggy-back plugs into one socket or use double adaptors on a power board. Regularly inspect power boards, extension leads and adaptors for signs of damage. Never leave stovetops unattended while cooking, always turn the stove off before you leave the room. Ensure flammable material like tea towels and curtains are kept away from the stove.
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Smoke alarms save lives, but they need regular testing to make sure they provide effective protection. Housing Choices has at least one smoke alarm in each of our properties and we test them every time we visit you for a routine inspection. In addition to the testing we do, we recommend tenants test their smoke alarms occasionally. How to test your smoke alarms All smoke alarms have a test button. Press the test button until you hear a loud alert tone, then release. 1. Use a broom handle if you cannot reach but be careful you do not damage the smoke alarm. 2. The alert beeping tone should stop after a few seconds. If it doesn’t, press the test button again. 3. If your smoke alarm doesn’t beep at all, please ring the Housing Choices Maintenance Hotline immediately on 1800 203 383 so we can investigate the issue.
Keep your oven, range hood and grill clean as a build-up of grease and fat can ignite and cause a fire.
If you have a dryer, keep it clear from clutter and regularly clean the lint filter. Avoid overcharging and overheating devices with lithium-ion batteries such as phones, tablets, power banks and computers.
Have you ever thought about what happens to your belongings in a fire? Contents insurance can help cover the cost of replacing your personal possessions. We recommend researching and talking to insurance companies to find a policy that fits your needs and budget. For more information on fire safety please visit the Department of Fire and Emergency Services website dfes.wa.gov.au or call their general emergency information line on 13 3337 .
We also wanted to remind tenants to never modify, cover or paint over smoke alarms as this compromises your safety and you could be charged for the cost of the repair.
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Tenant engagement highlights
The Tenant Engagement team has been busy connecting with tenants across the metro, Peel, and South-West regions. Here are some snapshots from our recent rent and maintenance info sessions, afternoon tea and bowls, and craft groups.
Tenants Len (left) and Audrey (right) who organised an art show for Homelessness Week. Len included Housing Choices artists in the display and every piece of tenant art sold.
Property Services Manager Chantal (right) with tenant Peter at our Fremantle maintenance group.
Tenant Janyce (right) with a volunteer (left) at our Mandurah afternoon tea and bowls social.
Engagement Officer Amy (middle) with AJ and Amy, winners of our door prizes at our rent group in Armadale.
Tenants Graham (left) and Michael (right) enjoying a go at indoor lawn bowls at Mandurah Bowls Club.
Rent Review Officer Jan (left) with advisory committee member Margaret (right) at our rent group in Armadale.
Small sparks recipient and candle maker Davina (right) with tenant Rosario (left) at our candle making and craft afternoon.
Tenancy staff member April (middle) with tenants Diane (left) and Tony (right) at our maintenance group in Bunbury.
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Join our rent and maintenance info sessions Got a burning question about how your rent is calculated? Want more information about our maintenance service? Come to a rent or maintenance information session in your area. In response to resident feedback, we’re expanding our rent and maintenance information groups and bringing them to new areas. These groups are part of our commitment to ensure tenants know about their rights and responsibilities in their tenancy, especially regarding maintenance, repairs, and rent. Come and join fellow tenants and staff over afternoon tea to ask questions and share concerns about rent setting or maintenance.
You are invited to our end of year tenant lunches Join fellow tenants and Housing Choices staff for a festive social lunch this December. Enjoy a free catered lunch, fun table games, raffle prizes and more. We’re excited to host three tenant lunches again this year to reach as many residents as possible. For the first time, we’ll be holding an end-of-year lunch in Mandurah to better reach resident in the Peel region. Our other two lunches will be in Bunbury and Hilton.
Rent Information Session
1.00PM - 2.30PM GOSNELLS
Wednesday 25 September
Event Details:
Maintenance Information Session
1.00PM - 3.00PM MANUDURAH
Wednesday 3 October
Mandurah Thursday 12 December
Hilton Wednesday 18 December
Bunbury Wednesday 4 December
Rent Information Session
1.00PM - 2.30PM MIRRABOOKA
Tuesday 15 October
Tenants from all areas are welcome to attend the lunch at the location that suits them best. Places at each lunch are limited. If you’re interested in attending, please call 0437 887 675 to reserve your spot. Tenants who RSVP will receive a formal invitation with more details closer to the date. We look forward to celebrating with you.
Rent Information Session
12.30PM - 2.00PM COOLBELLUP
Thursday 14 November
Maintenance Information Session
1.00PM - 3.00PM GOSNELLS
Wednesday 20 November
If you are interested in attending a group in your area, please contact Alex and Amy on 0437 887 675 or via info-wa@hcau.org.au.
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Quick guide: landlord and tenant responsibilities
Here’s a summary of the key tenant and landlord responsibilities that frequently come up during our maintenance information sessions with tenants.
Issue
Landlord Responsibility
Tenant Responsibility
Gardens
Major garden maintenance including tree lopping, gutter cleaning, reticulation (where provided) and fire break maintenance. Maintaining exterior main entry lights and lights that require special equipment to replace such as fluorescent and LED lights.
General garden upkeep like hand watering, mowing, weeding, and light pruning of trees and plants.
Lighting
Replacing light globes in the home. If you are not able to physically replace globes we suggest reaching out to neighbours, family, or friends. Basic pest prevention, such as proper food storage and using sprays/baits. If infestations are caused by your actions, you may be charged for pest control. Ventilating your property to prevent mould. You may be responsible for treating mould caused by insufficient ventilation.
Pests
Pest and vermin control that requires professional services such as mice, termites and ants.
Mould
Addressing mould caused by structural issues like roof leaks or faulty pipes.
Reminders for smokers
A reminder to all our residents not to smoke inside your property. Smoking inside poses a fire risk and can cause nicotine staining on walls and surfaces, which may result in costly tenant liability charges throughout and/ or at the end of your tenancy.
Please keep in mind that your second hand smoke is your
responsibility and can have significant health impacts on those around you. We ask that tenants who smoke to be mindful of the health and safety of their neighbours and dispose of cigarette butts correctly and avoid smoking in communal areas and shared driveways.
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Home Stories Spring puzzle Win a $50 Bunnings voucher!
Find all the words in the word search except for one, which is not actually in the grid. Words may be forward, backward, up, down or diagonal.
FIND THESE WORDS IN THE GRID:
S H Y E X F E O C
P
E D B R E
E
Z
E R
L O W E R S Z Q W A
BREEZE NESTING GARDEN SAPLING SEEDS SOIL HATCH WEED
GROW BLOOM BEES POLLEN
A V K E
J
Y M U K
I
D Q D N W F
S H K O H
I
N
S
T P
T O V G B R O C Y B
FLOWERS RAINBOW
W O A
Z R C N Z H L
T U O
O T
I
V G U L M J
I W E B A
P W
PLANT PRUNE
Z X N P O L C W F
T
E
L N H R Y
L
E N S
E C V U B N
Congratulations to Elizabeth from Rockingham, last edition’s puzzle prize winner.
K H N E D
I
O P
R M B P
I
S A
P
L
I
N G J K
L
Tell us the remaining word for the word search by emailing info-wa@hcau.org.au , messaging us through our Facebook page or posting it to us at Home Stories Spring Puzzle, Housing Choices Western Australia, PO Box 105, Burswood WA 6100. Competition closes Friday 6 December 2024. The winner of a $50 Bunnings voucher will be drawn from all the correct entries after this date. Only one entry per household. Good luck!
Useful contacts
Lifeline: 13 11 14 Mental Health Emergency Response Line: 1300 555 788 (Perth region) 1800 676 822 (Peel region) Rurallink: 1800 552 002 (rural/regional WA)
National Debt Helpline: 1800 007 007 WA Connect: waconnect.org.au/ Carers Gateway: 1800 422 737
Peel Office 4 Stevenson Street PO Box 1200 Mandurah WA 6210 P (08) 9534 0400
Perth Metro Office Level 7, 25 Rowe Avenue Rivervale WA 6103 PO Box 105 Burswood WA 6100 P (08) 9430 0900
South West Office 1 st Floor, 25 Victoria Street PO Box 1539
Bunbury WA 6230 P (08) 9722 7200
Maintenance Hotline 1800 203 383
info-wa@hcau.org.au housingchoices.org.au
Disclaimer: To the best of Housing Choices Australia’s knowledge (Housing Choices), this information is valid at the time of publication. Housing Choices makes no warranty or representation in relation to the content or accuracy of the material in this publication. Housing Choices expressly disclaims any and all liability (including liability for negligence) in respect of use of information provided. Housing Choices recommends you seek independent professional advice prior to making any decision involving matters outlined in this publication.
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