Listening and learning from residents P3 Dealing with damp and mould P4 Know your rights P7 Winter 2026
Double Rainbow – taken by Joy from the Common Ground photography competition.
HChoicesSA
Foreword
Since joining Housing Choices Australia, I’ve been fortunate to visit many of our communities across Australia. Here are a few highlights from those visits. The highlight of these early months has definitely been the conversations I’ve had with residents. Hearing your stories, experiences and ideas has given me valuable insight into what matters most and has reinforced why the work we do is so important. My visit to Adelaide provided a wonderful opportunity to spend time in several Housing Choices communities and meet residents across the city. I toured a number of properties, including Spence on Light, Common Ground and Mellor Street. At Common Ground, I enjoyed spending time in the shared spaces, where conversations with residents offered valuable insights into life within the community. One of the most memorable moments of the visit was meeting a long-term resident Rebeccah who generously
welcomed me into their home and shared their experience of living with Housing Choices. I also visited Catherine House to learn more about the important work being done to support women experiencing homelessness. Going forward my focus is on listening, learning and building on the strong foundations already in place. I look forward to meeting many more residents in the months ahead and continuing to strengthen the communities we’re proud to support. Thank you for the warm welcome I’ve received across the country so far. I look forward to meeting many more residents and continuing to build on the strong communities that make Housing Choices so special. Warm regards, Leilani Frew Chief Executive Officer
Hello everyone,
Having joined Housing Choices Australia as CEO in June, I wanted to take this opportunity to introduce myself and say hello to residents across our communities in this Winter edition of Home Stories .
Above left: Leilani visiting the team at Catherine House. Above Middle: Leilani spending time with SA resident Mark from Common Ground. Above right: Leilani visiting SA resident Rebeccah.
Acknowledgement of Country Housing Choices South Australia acknowledges the Traditional Owners of the land where this publication is produced, the Kaurna people, and pay our respects to Elders past and present. We celebrate the stories, culture and traditions of Aboriginal and Torres Strait Islander peoples who are part of the Housing Choices community.
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Above: Residents at focus group in Campbelltown with facilitator Aley from CHIA NSW.
Listening and learning from residents
Pulse Survey results In June we sent a short online survey to a sample of our residents. The survey asked about your most recent contact with us and how you found our communication and customer service. Key Results 1,400 households completed the survey 78% said staff were helpful 84% said staff treated them
In our last newsletter, we shared the results of our 2025 Resident Satisfaction Survey and the actions we were taking. Since then, we have continued listening to residents through our recent pulse survey and resident focus groups. Resident focus groups In May we held 10 resident focus groups across Australia with new and long-term residents. In South Australia we held two focus groups in the CBD and Campbelltown. These groups were run by an independent organisation Community Housing Industry Association NSW (CHIA NSW) and discussed important topics raised in the 2025 survey including: ∞ what good housing service looks like ∞ what works well and what could be improved ∞ tenant rights ∞ communication ∞ customer service Thank you to the residents who took part in these groups. We’ll receive a report in late August and look forward to sharing the findings with you.
where 71% of residents were satisfied with communications and 69% were satisfied with response times.
We also received positive feedback
about the helpfulness of staff, face to face interactions and enquires around inspections, maintenance, resident groups and offers of housing. What you said we could do better We also heard that we could improve your experience when communicating with you by email, about feedback or complaints, debt and repayments, and about the outcome of your enquiry. What’s next? The feedback from our surveys and focus groups will be reviewed to help improve our services.
with respect and professionalism 73% said staff clearly
explained the process or information
72% were satisfied with response times 70% felt their enquiry was handled well 64% were happy with the outcome of their query What you said we did well We heard that residents are seeing improvements compared to our 2025 Resident Satisfaction Survey,
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Dealing with Damp & Mould
Condensation and mould can occur on any surface, look unpleasant, and can increase the risk of illness. Mould is usually black but can be other colours including greens, yellows, pinks, grey, or white.
Above: Poppy watching out for more friends visiting the common room.
Tips to prevent mould in your home:
This edition’s winner of Pet Social is Adelaide resident Bill and his dog Poppy. Poppy is a pugapoo (pug x toy poodle) and has firmly placed herself as the Common Ground mascot, often seen at events with the Common Ground team, searching for snacks. Poppy enjoys playing with her furry friends at the park, searching for crumbs and generally looking fabulous. “I genuinely can’t imagine my life without her” says Bill, her equally well dress owner. “She makes everything better with cuddles, tiny kisses and a waggy tail” says Tara, Common Ground Resident. “She can always tell when you’re having a bad day and she does everything she can to make you happier” says Jaquie, Common Ground Resident. Pet social
Open windows to ventilate rooms during the day especially when showering, cooking and washing to help remove moisture from the air. Use your kitchen fan when cooking Open your curtains or blinds everyday - sunlight helps stop mould. Wipe water droplets off walls, windows and windowsills when you see it. Clean your exhaust fans regularly (if you struggle to reach ask a neighbour or family member to help). Always use the exhaust fan when you shower or take a bath and leave it on until the steam is gone. Keep your home at a constant temperature, rather than heating in bursts when it is cold or wet outside.
Treating mould in the home: If mould appears, treat it as soon as possible. You can spray it with white vinegar, leave for an hour then wipe clean with water and dry.
What should I do if I take actions to prevent mould and condensation but the mould won’t go away? If you are having problems keeping the mould away or have further questions please contact your housing officer or our
If you can, hang washing outside to dry.
Keep floors clear of clothes, especially if wet. Make sure shoes and clothes are dry before putting them away.
If have a pet you’d like to feature on Pet Social, send a photo and a short story to cesa@hcau.org.au to be included in the next edition of Home Stories and win a prize.
maintenance team on 1300 312 447.
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Being a good neighbour
Housing Choices expects residents to be considerate neighbours and respect the right of everyone to enjoy the peace and privacy of their own home. As a resident you are responsible not only for your own behaviour, but also the behaviour of your household members and visitors. Showing consideration towards your neighbours can prevent problems occurring.
Being a considerate neighbour Avoid playing a lot of loud music or hosting late night events and large gatherings.
Being tolerant of others We house a wide variety of people, and it is important to recognise that some noises and differences in lifestyle are normal. You should expect that there may be small common neighbourhood sounds like a occasional dog barks, people coming and going, music from a BBQ or children playing.
Don’t block other cars when you park and make sure to park in designated areas.
Avoid using loud tools or appliances early in the morning or late at night.
Make sure dogs are on lead outside, don’t bark all day or damage neighbours’ property.
How we can help While we do encourage understanding between neighbours, we recognise that issues can occur. We will always try to help you resolve neighbour issues whether it is to give advice on how to manage the issue, inform you of who you should report to or investigate serious claims of anti-social behaviour. Please note that as a landlord Housing Choices can only act if your neighbours behaviour has potentially breached the Residential Tenancy Act SA 1995.
Always treat neighbours with respect — don’t threaten, harass, or use abusive language.
Respect communal areas/facilities. Don’t leave rubbish or damage property.
Respect your neighbour’s rights and privacy.
In high density living please be mindful of making noise in lifts, hallways and late at night.
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After almost 11 years at Housing Choices, I’ve made the difficult decision to move on from my role as Director, Supportive Services, to take up a new SA-based leadership opportunity with another community housing organisation. Housing Choices has been the best job of my career - full of challenge, growth, achievement and, most importantly, incredible people. While leaving is not easy, the opportunity to spend more time in South Australia with my family, especially my sons, makes this the right move at the right time. I’m immensely proud of what we’ve achieved together over the past decade, including the merger with Common Ground, establishing Housing Choices SA, attaining Tier 1 status, securing the ROSAS portfolio, bringing Catherine House into Housing Choices, and creating the Supportive Services Directorate. Seeing construction commence on the new Catherine House development felt like a fitting milestone and the final achievement on my personal HCA highlights reel. It’s been an extraordinary journey—fast-paced, challenging, rewarding and never dull. I leave with immense pride, gratitude and admiration for everything we have accomplished together. Thank you for being part of the ride. Above: Julie with resident Rebeccah at the 2025 light square End of Year party. Saying goodbye: A farewell from Julie Duncan – Director of Supportive Services
Above: Our Wauwi Inparilla community spaces.
Wauwi Inparilla:
free community spaces for hire! Have you ever wanted to host a party or an event, but don’t have the space? In our Mellor St building we have 2 community rooms available for hire, both of which are free for residents to use. The rooms have kitchen facilities, TV, air-conditioning, tables and chairs, plus both rooms are big enough to hold up to 30 people. Whether you want to have a birthday party, have a space to dance or have a space that your community group can use, Wauwi Inparilla has it all! Use the QR code to learn more about the rooms or contact Sally the Community Engagement Officer to have a walkthrough.
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From stories and poems to reflections and essays, we welcome all forms of creative writing. New writers and experienced writers alike are encouraged to enter. Need some inspiration? This year’s optional theme is: “A New Chapter” You might write about something you’re passionate about, celebrating fresh starts, personal growth, and moments of positive change. You can also skip the theme and write and submit whatever inspires you. Winners will receive a prize pack, and selected entries will be published in our next resident newsletter. Residents can submit a maximum of two entries and must be submitted by October 30th . Here’s a sample of ‘The River Metaphor’ written by Common Ground Resident Louise Calling all resident writers! Share your voice in our Resident Writing Competition. Imagine that.... We all live and travel on a river who’s physical pathway serves as a guide while we paddle our boat through the days of our life... The river represents our life’s journey and our rowing the boat represents our capacity to choose. Our river is rich with many histories that divert our path down streams and each stream represents our memorable moments; the memories that we keep in our library of stories. We can choose where we row, how long we stay and the quality of our journey... But sometimes we will stay too long, paddling down a well known historical stream that contains a challenging story that’s too familiar. Sometimes we find ourselves stuck, revisiting the same stream... Telling the same story... But... We can choose... Because it is our river of life that we are rowing... And that deserves our attention... Notice the diversion then come back to the river... Practice this awareness often.
Above: SDA resident speaking with HCA staff member. Know your rights
Information for residents with disability
Your rights in your home are important to us. We want residents to feel safe, respected and included. Knowing your rights can help you make choices about your home and your life. Over the last 12 months, in partnership with VALID, the Victorian Advocacy League for Individuals with Disability, Housing Choices Australia has undertaken a co-design process with residents with disability, to create resources for residents with disability about their rights. Residents shared their ideas and experiences to help make the information easy to understand and useful. How we will share this information We will contact residents living in Specialist Disability Accommodation (SDA) to provide information about their rights.
We look forward to sharing this important information with our SDA residents.
Funded by the NDIS Quality and Safeguards Commission grants program
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Money Matters Residents recently sat with Uniting Communities Financial Counsellor Lyndall to brainstorm some money saving tips which you may find helpful.
Enjoy Life for Less ∞ Check local papers for free events (like festivals and community days). ∞ Visit your local library for free activities and resources. ∞ Don’t let money stop you from enjoying life. ∞ Use public transport during off-peak times to save.
Saving & Emergency Funds ∞ Put aside a small amount (even $5) regularly. ∞ Use a separate bank account in a different bank to build savings - this creates a helpful emergency fund. ∞ Banks may offer support – don’t be afraid to ask.
Remember ∞ Financial stress is real, and it’s okay to feel it. ∞ Support is out there – you’re not alone. ∞ Small steps can make a big difference!
Bills & Budgeting ∞ Rent comes first - other bills can often be negotiated. ∞ Speak up! Let providers know if you’re in financial hardship. ∞ Pay bills regularly to stay on track. ∞ Budgeting can be tough - take it one step at a time.
Do you know how financial counsellors could help?
If you have concerns about debt and managing your repayments, Uniting Communities team of financial counsellors are non-judgmental, qualified, and experienced. They can support you with negotiating with creditors to set up payment plans, keeping your essential utilities connected, Buy Now Pay Later, managing money and setting up a budget, plus much more. If you would like to book an appointment, call them on 1800 615 677 (select option 3) . They are available from Monday to Friday, between 9am and 5pm.
Helpful Options: ∞ Centrepay – automatic bill payments. ∞ BPAY – a backup if Centrepay stops. ∞ Be cautious with direct debit (bank fees may apply if funds are low).
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As a switchboard operator, her typical day was very busy with no time to stop. ‘There wouldn’t be a lull. There was always another flashing light. And of course, if I didn’t get it, someone else would, but I mean,
we were all busy.’ ‘I dial and say, I’m
connecting you so that the person is waiting. There was no music in those days. Just blank.’ ‘If someone wanted to send telegrams, I would send it, because each word cost you money.’ While the technology of call centres has changed, the work itself hasn’t changed all that much. As a Customer Service Officer Emma’s typical days consist of taking customer enquires via phone, email, SMS, WhatsApp and in person at our reception counter. These enquires are then triaged to the appropriate team or person by raising a case or transferring a call. ‘In my daily job, we use computers, printers, phone systems and customer data bases,’ said Customer Service Officer Emma. The conversation with Swetlana was a reminder that while technology has transformed the way we connect, the heart of customer service remains unchanged. Whether plugging cables into a switchboard or answering enquiries through modern digital systems, it is people helping people that makes the difference.
2026
1960
Above: Digitally enhanced image from a magazine article of Swetlana’s workplace.
Above: Customer Service Officer Emma answering calls.
Call Centre – Then and Now
‘You give me your number, I dial it, I connect you and I say, go ahead.’ Felixstow resident Swetlana spoke with Community Engagement Officer Sally and Customer Service Operator Emma about her time as a switchboard operator, her life, and how operators have changed since the 1960s. Swetlana’s 90 years have been shaped by resilience, adventure, and a wealth of unforgettable experiences. Surviving the Second World War was only possible with her mother’s encouraging words. “During the war, the bombing used to frighten my sister and I badly. We screamed and
cried and carried on, and Mum said ‘you have angels! They have big wings. You’re under that wing. Nothing can ever happen to you.’” As a Ukrainian displaced person (refugee), Swetlana came to Australia at the young age of 13 with her parents and two younger siblings. ‘The others came with ocean liners. but I came in an American troop carrier, the whole ship was full of migrants.’ She stayed in Victoria with her family before meeting her husband when they came to South Australia. She is now a proud parent and grandparent.
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Winter 2025
Our national service model P3 Simple steps to stop mould this winter P4 Common Ground and Catherine House recognised for excellence P9
Common Ground News Anchors – residents Haydon and Rebeccah.
Housing Choices warmly invites you to join us for our End of Year Celebration Lunch as we celebrate the festive season together. Come along to enjoy great free food and the opportunity to connect with other residents and our team. Klemzig Community Hall 8 December 2026 Light Square 15 December 2026 Pt Augusta To be advised Get in early for our End of Year Party!
HChoicesSA
Have your say on Home Stories
We want to make sure this newsletter supports you. We would love to hear what you think about
Home Stories . Please tell us: ∞ what you find helpful
∞ what you would like to see more of ∞ how we can improve future updates
You can also share ideas and let us know if you’d like to be involved in a future edition. Please scan the QR code below to complete the short feedback form.
Scan Here
If you would like to attend, please RSVP by calling our Community Engagement team on 1300 312 447 or by emailing cesa@hcau.org.au.
If you prefer to give feedback about Home Stories via phone or email contact us on 1300 312 447 or via cesa@hcau.org.au.
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Above: Haydon – Home.
Above: Joy – Double rainbow.
Common Ground Photo Competition Housing Choices Common Ground ran a Photo Competition for residents asking them to submit pieces that reflect what Common Ground means to them. We received wonderful submissions from residents highlighting the community connection, sense of place and joys experienced from attending community activities and outings. Thank you to all who submitted pieces!
Above: Drew – Ghost Tour.
Winners
2nd Place: Joy
1st Place: Haydon “Home is Messy Home is Cluttered Home is Unorganised but also
Double rainbow taken from my balcony
Other entries: Drew Home is Warm Home is Calm Home is Safe”
Ghost Tour Jacqueline Community and Friendship
Above: Jacqueline – Community and Friendship.
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Home Stories Winter puzzle Win a prize!
HAVE A COZY NIGHT IN WITH THESE WORDS IN THE GRID: SNOW is not actually in the grid. Words may be forward, backward, up, down or diagonal. Find all the words in the word search except for one, which
JVJUMPERTSKRH SEVOLGWQJSNOW LTYCDZFSJQHCU BEANI EHCSKSBT HLOMNHDA I I KVH LCIBTSORFSIEE SHMZSOCFL I I JR T I LMZSSOUPNAM VLDRHAWYAVGTA OLJNIARXDTSUL EYLEYEODKDVOS
JUMPER RAIN SOUP CHILLY COAT THERMALS GLOVES
BEANIE SKIING BLIZZARD FROST SCARF FIREPLACE
To go in the draw, contact our Community Engagement team with the remaining word by calling 1300 312 447 or emailing cesa@hcau.org.au. Make sure you include your name, home address, and contact number. Entries for the competition close Friday 23 October 2026 . Maximum one entry per household. Congratulations to Wendy from Campbelltown , last edition’s puzzle prize winner.
Useful contacts
Vinnies Emergency Assistance: Adelaide Metro: 1300 729 202 between 9am – 1pm Monday to Friday. Regional South Australia: Visit your local Vinnies Shop.
National Debt Helpline: 1800 007 007 Lifeline: 13 11 14 QLife: 1800 184 527
1800RESPECT: 1800 737 732 SANE: www.sane.org/
192 Waymouth Street Adelaide SA 5000
All Enquiries 1300 312 447 contact@hcau.org.au
0451 266 242 (SMS/WhatsApp)
facebook.com/HChoicesSA
housingchoices.org.au
12 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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