Winter 2026
Listening and learning from residents P3 Know your
rights P4 Residents Journey P6
Sunflowers, by resident artist Kent.
HChoicesAU
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Foreword
Above left: CEO Leilani Frew and Aboriginal Housing Victoria CEO Darren Smith with team members from both organisations at the Memorandum of Understanding signing. Above right: CEO Leilani Frew and Aboriginal Housing Victoria CEO Darren Smith marking the signing of the new Memorandum of Understanding.
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
Housing Choices Australia and Aboriginal Housing Victoria, marking a meaningful step forward in our partnership. 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.
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 .
what matters most and has reinforced why the
work we do is so important. Over recent weeks, I've spent time visiting a number of our Victorian communities and learning more about the services and supports that help people feel at home. I'm looking forward to meeting more residents, hearing their stories and continuing to learn from our communities in the months ahead. One of the highlights of my time in Victoria so far was celebrating the signing of a Memorandum of Understanding between
Warm regards, Leilani Frew Chief Executive Officer
Acknowledgement of Country In the spirit of reconciliation Housing Choices Australia acknowledges the Traditional Custodians of Country throughout Victoria the Wurundjeri Woi Wurrung people of the Kulin Nation and their connections to land, sea and community. We pay our respect to their Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples.
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Above: Residents at focus groups in Melbourne with facilitator Aley from CHIA NSW.
Listening and learning from residents
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 Victoria we held three focus groups in Melbourne’s CBD. These groups were run by an independent organisation, Community Housing Industry Association NSW (CHIA NSW). The groups discussed important topics raised in the
compared to our 2025 Resident Satisfaction Survey, where 71% of
August and look forward to sharing the findings with you. 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
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
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
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There are so many good soups to choose from. What’s your favourite? One of our favourites is this Greek Lentil Soup which is nutritious, affordable and delicious! Recipe Ingredients: ∞ 1 cup dried brown or green lentils or 3 cans of lentils ∞ 1 diced onion ∞ 2 diced carrots ∞ 3 cloves minced garlic ∞ 1 can (14 oz) diced tomatoes ∞ 4 cups vegetable broth, and dried oregano. Instructions: ∞ Cook the onion and carrots until soft. ∞ Add garlic and oregano and cook until fragrant. ∞ Pour in the broth, canned tomatoes, and rinsed lentils. ∞ Simmer for 35-40 minutes until the lentils are tender. If you have a recipe you would like to share, scan the QR code on page 7 and let us know! Greek lentil soup
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. The information will help you: ∞ understand your rights. ∞ know what you can expect from Housing Choices Australia.
∞ know where to get help if you need it. ∞ feel more confident to ask questions and speak up. How we will share this information From August, Housing Choices Australia will contact residents living in Specialist Disability Accommodation (SDA) to provide information about your rights. We will share this information with you and provide an opportunity for you to ask questions. If you would like, your family member, advocate or support person can be involved. Taking part is your choice. We look forward to sharing this important information with you.
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It’s almost time for HCA’s End of Year Celebration! This year, we are hosting 6 End of Year Celebrations across Victoria. A free lunch will be provided by HCA and residents are welcome to attend one of the events below. End of Year Events Melbourne CBD Tuesday 17th November 2026 Carnegie Wednesday 18th November 2026 Preston Tuesday 24th November 2026 Geelong Thursday 26th November 2026 Mornington Tuesday 1st December 2026 Warragul Thursday 3rd December 2026
Above: Resources brought to the event by the services that attended.
In May, the Community Engagement team held a Connected Communities event in the City of Darebin. The aim of the event was to connect residents with a range of services in their local community. The event was held at Preston Library. There were approximately 20 residents that attended. The services that attended were: ∞ Bridge Darebin ∞ DIVRS ∞ Preston Library ∞ Northcote Aquatic Recreation Centre ∞ Reservoir Leisure Centre Each service brought resources for residents and gave a short presentation about what their organisation can offer. At the end, residents had time to talk with staff, ask questions, get more information, and sign up for services. If you would like a similar event run near your home, please email cevic@hcau.org.au. Community Engagement Update
Please RSVP by the 30th October to reserve your place and get more details. Residents can RSVP for and attend one event only. Email: cevic@hcau.org.au Call: 1300 312 447 or scan the QR code below.
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Residents journey to new Specialist Disability Accommodation
Above: Tony and Rodney cheer the outcome of being part of the development of their new home.
The recent completion of our brand-new Specialist Disability Accommodation (SDA) homes in Reservoir marks an important milestone in HCA’s long-term plans to renew ageing SDA properties across Victoria. One group of residents have already moved into their new home with a second group due to move in soon, there are 2 further properties that are under construction, again with input from the people who will one day call them home. These SDA residents who have recently moved into their new home in Reservoir have lived together, nearby, for almost 20 years. But they really needed a new home – one where they could stay together and allow
personal spaces, and participation in site visits while the home was under construction. For resident Tony, what mattered - apart from being able to live with his old housemates - were his beloved chooks. Tony has always kept chickens, and he hoped to continue that in his new home. Well, we can confirm that Tony got his chicken coop. Actually, it’s more of a chicken hotel! That small detail captures what creating homes that reflect the personal preferences of the people who will live in them is all about. It also reflects our commitment to residents’ dignity, choice and control and providing them with the opportunity to comfortably age in place. Tony’s chicken coop is a simple but powerful example of how individual voices will shape real outcomes. We’ll continue to share updates as new homes are completed and opened. Watch this space.
them to comfortably age in place. So, we co-designed and built them a new home.
The co-design approach actively involved each resident in the design process, including discussions about their individual requirements, their selection of personal touches for their
Above left: Helen is thrilled with her new house. Being part of the design of the house including the colour of the feature wall in her new bedroom has made it feel like home already. Above middle: Red is Tony’s favourite colour and makes a bold statement in the bedroom he is so proud of. Above right: Tony’s Chicken Coop!
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Above: Housing Choices Staff (L-R) Nina, Alex, Jesse, Ali and Gavin volunteering at the Family Day.
In early July, Housing Choices Australia staff volunteered at the 2026 Aboriginal Housing Victoria NAIDOC Family Day. The event is held every year during NAIDOC week to celebrate and honour the oldest living culture in the world. The event is free and has activities including live music and dance, face painting and traditional arts and crafts. This year, Housing Choices staff helped AHV to set up the event, assist in the arts and crafts tent and helped at the free BBQ and the Annual AHV Renter Art Gallery. Thanks to all the staff for helping! Look out for next year’s Family Day event. NAIDOC Family Day Celebrating 25 years of the event, and 50 years of Deadly. Aboriginal Housing Victoria (AHV)
Home Stories Feedback 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 Please scan the QR code below to complete the short feedback form. If you prefer to give feedback about Home Stories over the phone contact 1300 312 447 and ask for someone from the Victorian Community Engagement team. Have your say on Home Stories
Below: First Nations Hip Hop dancers show the crowd how to dance!
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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.
Tips to prevent mould in your home:
Open windows to ventilate rooms during the day especially when showering, cooking and washing to help remove moisture from the air.
Above: Community Engagement Officer Alex’s cat Snow Pea loves to sit on their lap and help out whilst Alex works from home.
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.
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.
Pet social
At Housing Choices Australia, we know that pets have a positive impact on mental health and make incredible companions.
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.
If you have a pet that you would like to feature on our Pet Social, send us an email at cevic@hcau.org.au for a chance to feature in our next edition of Home Stories !
Keep floors clear of clothes, especially if wet. Make sure shoes and clothes are dry before putting them away.
maintenance team on 1300 312 447.
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If you have information about a crime, you can report it anonymously to Crime Stoppers. You can report information online or by phone, even if the crime happened a while ago. If you call Crime Stoppers at 1800 330 000 , Crime Stoppers can provide a telephone interpreting service. When you make a report, you don’t have to leave your personal details with Crime Stoppers and your call is not recorded. If you make a report online, your IP address is not stored. You are in control of the reporting process which means that you can choose how much information you want to share and whether you want to remain anonymous. When to contact Crime Stoppers, Triple Zero (000), and the Police Assistance Line
Above: Warragul development. Photo credit: Tess Kelly.
Housing Choices Australia has built three new properties in Warragul, Carnegie and Hampton East. These properties will provide secure and affordable housing for more than 200 people, helping to meet the demand for community housing. All new developments are close to public transport, local shops and community services, meaning residents have easy access to services and support they may need. We look forward to seeing the communities grow as new residents move into their homes. New Developments – Carnegie, Hampton East and Warragul
How to contact Crime Stoppers Online: crimestoppers.com.au Phone: 1800 333 000 If it is an emergency Call 000 immediately if the incident is life-threatening, needs immediate police attendance, a crime is happening now, or an offender is (or may be) still in the area. You can also report a non-urgent
crime by contacting the Police Assistance Line or use Online Reporting. Police Assistance Line: 131 444 Online Reporting Visit: www.police.vic.gov.au/ and click on “non-urgent reports"
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Use two rubbish bags. Put one rubbish bag inside another before you fill it. This helps stop bags from tearing or leaking. Put newspaper in the bottom of your bin. A sheet of newspaper can soak up liquid and help stop leaks. Nobody likes dirty liquid leaking from rubbish bags into the hallway! Sometimes rubbish bags can tear or break open when they are put into the bin chute or bin area. This can make a mess and cause bad smells. Residents have shared these tips to help keep bin rooms clean: Keeping your bin rooms clean and safe If you have large items , such as big cardboard boxes or pizza boxes, please take them down to the bin room instead of putting them in the chutes as they can block the chutes. If you have large items that do not fit in the bins, speak with your Housing Officer or Property Officer. They may be able to help you dispose of them. Please note that all e-waste items (like batteries and electronics) cannot go in the rubbish bin. Call your Council to find a local disposal point. Some HCA buildings can also use their local Council's hard waste collection service. Ask your Property Officer for more information.
What is a Neighbourhood House? A neighbourhood house is a friendly, community place where people can go to learn things, meet others and get support. There are lots of Neighbourhood Houses in Victoria. Geelong West Neighbourhood House 89 Autumn St, Geelong Victoria 3218 Playgrounds Local Neighbourhood Houses
Yoga (and chair yoga) Community Kitchen
Jika Jika (Northcote) 1B Plant Street, Northcote, Victoria Computer Basics Class Free morning teas and gardening groups LGBTQIA+ kids and seniors groups Hampton Community Centre 14 Willis St, Melbourne Victoria 3188 Bayside Bushwalking Club
Digital Skills Assistance Grief and Loss group
Elwood and St Kilda Neighbourhood House 87 Tennyson St, Melbourne Victoria 3184 Community Garden Book club Learn to sew
Orwil Street Community House 16 Orwil Street, Frankston Victoria 3199
Supported Playgroup Cooking on a budget Basic computer IT class
Scan the QR code to find a Neighbourhood House close to you!
Do you have any other tips to share? Scan the QR code on page 7 with your tips.
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For many years, Home is Where the Art is (HIWTAI) has celebrated the creativity of residents through art competitions and exhibitions. Now, we’re excited to give you a new way to share your talent by featuring your artwork in Home Stories – our quarterly Art Corner. Home is Where the Art is – a new Home Stories feature
Above: Tristana – Shadows In Passing
If you are a creative resident, send in a photo of your artwork – it could be a painting, drawing, craft creation, or anything in between. Share a few sentences about your artwork and what art means to you. Please send your artwork and description to cevic@hcau.org.au and you might be selected to have your art in our next edition of Home Stories!
Artist statement: This piece explores the interplay of light and texture by using Japanese ochre paper to represent yellow concrete patches illuminated by afternoon light. Through bold ink silhouettes, I capture the shadow play of people crossing an otherwise empty street, grounding the abstract forms with the familiar, intimate detail of a laced sneaker.
Take a look at some of the work by our talented artists.
Above: Julie – Penguin Peace.
Above: Ambrose – Standing on the Corner.
Above: Dorian with his artwork titled ‘Canterbury Gardens’.
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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 Development team with the remaining word by calling 1300 312 447 or emailing cevic@hcau.org.au Make sure you include your name, home address, and contact number. Entries for the competition close Friday 23 October . Maximum one entry per household.
Useful contacts
1800RESPECT: 1800 737 732 Victorian Government free Energy Assistance Program: 1800 161 215 SANE: www.sane.org/
Anglicare Emergency Relief: 1800 809 722 or find a service: www.anglicarevic.org.au/ our-services/financial- counselling/
National Debt Helpline: 1800 007 007 Lifeline: 13 11 14 QLife: 1800 184 527
Preston Office 137 High Street Preston VIC 3072
Head Office Level 3, 350 Queen Street Melbourne VIC 3000
All Enquiries 1300 312 447 contact@hcau.org.au
0451 266 242 (SMS/WhatsApp)
facebook.com/HChoicesAU
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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