Winter 2025
Our national service model P3 Staff Profile: Community Engagement Officer, Eli P4 Simple steps to stop mould this winter P8 High Street Garden Group winners Irene and Chris (middle and right) with Victorian Minister for Housing (left) .
HChoicesAU
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Hannah Harvey Executive Director – Customer Services Foreword from
Dear Residents, As we move through this exciting time of growth and positive change at Housing Choices, I want to acknowledge and thank you for your continued patience and understanding. We’ve heard your feedback, and we know that connecting with the right person and adapting to new processes hasn’t always been easy.
I want to reassure you that we are listening. While our focus has been on reshaping our systems to make them more efficient and responsive, we know that the transition has, at times, made it harder for you to feel heard and supported. For that, I sincerely apologise. At the heart of everything we do are the people and communities we serve. We know that change is not always easy but please know that it is being driven by a deep commitment to building a stronger, more sustainable foundation for the future. One that ensures a more consistent, accessible, and people-centred service experience, no matter where you live. As you are aware, Housing Choices is introducing a new national service model designed to bring greater cohesion across our teams and deliver better support to residents across the country. As part of this transition, we are actively recruiting new team members in several locations to strengthen our ability to meet your needs.
This is a work in progress, and we are committed to doing better. We have shared updates with you along the way and will continue to do so in an open and transparent way. We want you to know that you matter and that the “people” part of our work will never be lost in the process. While these national changes are underway, our local teams continue to work hard to support residents and build strong, connected communities. With winter in full swing, we tend to spend more time indoors. If you’re looking for something creative to do, why not enter our Home is Where the Art is Competition. No experience required, just some artistic flair, which will be displayed at the Home is Where the Art is exhibition in October. Contact the Community Engagement Team for more information. Thank you for your patience,
your feedback, and your ongoing engagement.
Acknowledgement of Country In the spirit of reconciliation Housing Choices Australia acknowledges the Traditional Custodians of Country throughout Victoria 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: State and national leaders from our Housing, Rental Compliance, and Allocations teams across the country.
Our national service model
Housing Choices is making some important changes to how we work, introducing a new national service model to strengthen how our teams work together and support residents across the country. The goal is simple – to provide better, more consistent services no matter where you live. We're currently recruiting for roles around the country to support the transition and put this new way of working into action.
Our Customer Services Department
Housing Services • Staff in our Housing Services team are your main contacts throughout your tenancy and can help with inspections, neighbour concerns and other tenancy matters. • The Rental Compliance team calculates and reviews your rent, making sure it’s correct and in line with your income and our policies.
Commercial Services • Our Property Services team is now part of the Customer Service Department to strengthen collaboration between housing and maintenance teams. • We are moving towards a national contact centre which will respond to enquiries by phone, online, or in person and will aim to resolve as many enquiries as possible the first time you contact us. Placemaking and Partnerships • The Community Engagement team ensures residents feel heard, connected to their communities and have opportunities to grow and thrive. • The Allocations team connects people in need of housing into secure homes, helping to create diverse and inclusive neighbourhoods. • Our Service Improvement team helps us respond to feedback across the organisation to deliver better services. • Our NDIS Engagement and SDA teams , support residents in our Specialist Disability Accommodation homes.
Supportive Services • The Supportive Housing teams provide support for our specialist housing programs across the country. • They also provide short-term support coordination to help residents with at risk tenancies and link them with long-term support to sustain their tenancy.
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Staff Profile:
Our second Pet Social winner this year is Jarvis the cat. Rescued by Chris at the age of two, Jarvis has since blossomed into a happy, thriving eight-year-old cat. Pet Social Thanks to Chris for sharing Jarvis’s story for our Pet Social for this edition and congratulations on winning the $100 gift card! “I have my adorable cat Jarvis who I rescued from the RSPCA. He is my best friend, and I thank Housing Choices for my clean and affordable home. I work in my garden and its heaven sitting out there with a cuppa, Jarvis resting, butterfly’s going by, flowers blooming and growing herbs for my smoothies.”
What was your experience before joining Housing Choices? I’ve been lucky enough to work in different parts of the world and always love meeting different people, hearing their stories, and finding common ground. My background is in hospitality, photography, interior decorating and aged care, and I’m excited to bring that experience to my role at Housing Choices. What made you want to work at Housing Choices? I’ve always been passionate about connecting with people and supporting those who might feel isolated or alone - which we all do at times. I believe a home should
As you all know, Pet Social is a feature in every edition of Home Stories . We love to share how your pets make your lives better. Don’t forget to submit your favourite pet photos and story to be nominated for a $100 Petbarn or Petstock gift card. Email us at communitydevelopmentvic@hcau.org.au
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Community Engagement Officer Eli
Above: Community Engagement Officer Eli.
be more than just a place; it should add to your quality of life, and I love being part of something that helps make that happen. Now that you've settled in, what’s something you’re excited to bring to your role? I’m really looking forward to getting to know Housing Choices residents - hearing what matters to them, what’s working, and where there might be room for something new. Is there something about you that people might be surprised to learn? I grew up multilingual, speaking Catalan, English, and Spanish, and because Spanish is spoken with a
pronounced lisp sound, I started speaking English the same way. At 14, I trained myself out of it by practising in front of the mirror. It still slips back once a year or so! It’s funny how, when we’re younger, we try to erase our quirks - when they’re often the very things that make us unique. What do you like to do outside of work? I enjoy taking photos especially while traveling to capture the magic of different places and people. I love cooking while blasting music and finding a patch of sun to read and snuggle up to my tabby cat Oskie.
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Victoria in Bloom
Early in April, members of the High Street Garden Group joined Community Engagement Officer Alex at the Victoria in Bloom State Garden Competition, hosted by the Department of Families, Fairness and Housing (DFFH). Greeted by a goodie bag and a cup of coffee at the Botanical Gardens, the trio waited patiently for the outcome of the competition. The High Street Garden Group is extraordinarily proud to share that they won Best in State – Community or Common Area Garden. The group has worked extremely hard to ensure that their garden is neat, tidy and community minded. Residents grow vegetables, herbs, flowers and more. Below: The winning garden – carefully curated by the High Street Garden Group – Irene, Bonnie, Oli and Chris.
How do I enter? Once nominations are open, you can register your garden by emailing vicbloom@dffh.vic.gov.au or by calling 03 8633 4362 or 03 8633 4357 . When you register, you will need to tell DFFH your name, address, email (if you have one), phone number and award category you would like to enter. You can enter your garden in a maximum of two categories. Award categories for 2025–26 • Best Balcony or Container Garden • Best Small Enclosed Garden • Best Young Gardener (under 25) • Best Household Garden • Best Sustainable Garden • Best Community or Common Area Garden
• Best Edible Garden • Best Creative Garden • Best First Year Entered Garden
If you’re interested in entering the 2025-26
Victoria in Bloom Garden Competition, nominations are open from Monday 25 August to 21 November 2025 .
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Home is Where the Art is 2025 – artist call out! We’re excited to once again host our Home is Where the Art is resident art competition and exhibition - and we want you to be a part of it! All types of art are welcome, and any Housing Choices resident can enter - no matter your experience or skill level. Whether you paint, draw, sculpt, sew, take photos or create digital art, we’d love to see your work. All residents who submit artwork into the competition will receive an invite to the exhibit so we can celebrate the creativity of our community. The exhibition will be open to resident artists that have submitted artwork
Above: ‘Kicked a goal – a friend’s son’, by Juliette, entered into the Home is Where the Art is Competition in 2024.
and their families. How to enter Contact Alex from the Community Engagement team for an entry form on 0427 308 006 or via
Why get involved? Hear from our resident artist Juliette: “Home is Where the Art is a great and fun opportunity to showcase tenant artworks. I really enjoyed the last exhibition it was great to work with other artists, help organise the exhibition, design and consult about invitations, advertising and colour catalogue. Plus visiting other galleries/ venues. I thoroughly enjoyed meeting and talking to the other artists on the day of the exhibition.” “It's quite unique to have an exhibition with children’s art and adults art. Any tenant can enter this competition - a positive experience for anyone involved.“ “I believe art is therapy.”
communitydevelopmentvic@hcau.org.au You will need to send through some high- quality photos of your artwork (these will be used to judge your submissions). Photos and entry form will need to be submitted by mid August 2025. Exhibition Details Location: Kindred Cameras Address: 454 Docklands Drive (corner Docklands Drive and Pearl River Road) Docklands VIC 3008 Date: Friday 24 th October
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Simple steps to stop mould this winter
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. • 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. • If you can, hang washing outside to dry. • Make sure shoes and clothes are dry before putting them away.
As we head into the cooler, wetter months of the year, it’s important to be on the lookout for condensation and mould in your home. Condensation starts as moisture in the air, which clings to surfaces like walls, ceilings, windows and mirrors. Over time, condensation can develop into mould. It is important that you play your part to prevent mould, as it can cause health issues and damage to your property.
Treating mould in the home If mould appears, treat it as soon as possible. You can buy household mould cleaners or spray it with white vinegar, leave for an hour then wipe clean with water and dry.
If you notice peeling paint or rotting wood this could be a sign of mould caused by structural issues. If you notice this kind of damp in your home call our Maintenance Hotline on 1300 321 185 .
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Eat Well Live Well wraps up
Above: Eat Well Live Well Recipe book.
Earlier in June, Eat Well Live Well, a two-year-long project, wrapped up at Your Community Health’s East Reservoir site. Funded by the City of Darebin Council, the program brought together Housing Choices Australia residents to explore local food, health and connection. The initiative was co-led by an amazing partnership between Your Community Health, Darebin Information and Volunteer Resource Service (DIVRS), Neami National and Housing Choices Australia. The project used the principle of co- design to shape the outcomes. Co-design means that Housing Choices residents were involved at every stage and shared their ideas, opinions and feedback, making the project truly resident-led.
The co-design group was a group of about seven residents, many who were involved in the project from the very beginning. Members of the co-design group worked together to create a Darebin Free Food Map and a Recipe Book, which was launched at the Eat Well, Live Well celebration in June. Participants learned how to make Kombucha, established a slow walking group, learned new culinary skills and visited local services. Special thanks to our resident co- design group, whose voices, recipes and friendship shaped this project from day one as well as City of Darebin Mayor Cr Kristine Olaris OAM, Your Community Health CEO Liz Chondros, and Neami National’s Senior Operations Manager Susan Taylor for joining us.
Below: Participants, staff and guests celebrate the Eat Well, Live Well journey.
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With the Winter Solstice behind us, it’s a comforting thought that the days are gradually becoming longer and brighter. It’s also a great time to let you know that our Spring Garden Competition is back! If you are a talented gardener or are keen to start giving it a go, this competition is a great reason to start developing a green thumb. Gardening - whether it’s on a balcony, windowsill or in a backyard - is a gentle and rewarding way to support your mental and physical health, even during the cooler months. All types of gardens can be entered, and you will go into the running to win one of four $100 Bunnings vouchers! This year our four categories are for the best: 1. Veggie Garden 2. Flower Garden 3. Outdoor Oasis 4. Indoor Sanctuary How to enter the Spring Garden Competition: 1. Take some photos of your garden or green space. 2. Write a few sentences about yourself and what your garden means to you. 3. Email your photo and garden story to: communitydevelopmentvic@hcau.org.au 4. Use the subject line: Spring Garden Competition 5. Send your entry by: Monday 3 November Spring Garden Competition now open!
Nominations are now open for the
Pets At Our Place 2026 Calendar
Pets At Our Place is back! The calendar competition run by the Department of Families Fairness and Housing is returning in 2025. It celebrates the special bond between renters and their much-loved pets. Two Housing Choices Australia residents were lucky enough to be chosen for the 2025 calendar, and you could be next! Whether your pet is furry, scaly, woolly or has feathers – we want to hear about them! The competition will have 12 winners and they will be photographed for the Pets At
Our Place 2026 calendar. They will also receive: • a professional photo of their pet • a gift voucher • a copy of the calendar.
Successful entrants and where to get a free calendar will be shared in late 2025. To enter, complete the form on the Pets At Our Place website www.housing.vic.gov.au/pets-our- place-calendar or scan the QR code below.
All entries will be shared with our resident advisory committee, who will select the lucky winners!
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Based on resident feedback, we’ve put together this quick guide to help answer common questions about who’s responsible for what in and around your home. This table outlines what Housing Choices are responsible for, and what’s expected from residents. Quick guide: landlord and resident responsibilities
Issue
Landlord Responsibility
Tenant Responsibility
Gardens
Major garden maintenance including tree lopping and gutter cleaning.
General garden upkeep like hand watering, mowing, weeding, and light pruning.
Lighting
Replacing light globes in the home. If you are unable to physically replace globes, we recommend reaching out to neighbours, family or friends to assist you. Basic pest prevention, such as proper food storage and using sprays and baits. If infestations are caused by your actions, you may be charged for pest control.
Maintaining exterior main entry lights and lights that require special equipment to replace such as LED lights.
Pests
Pest and vermin control that requires professional services such as mice, termites, and ants
Mould
Ventilating your property to prevent mould. You may be responsible for treating mould caused by poor ventilation.
Addressing mould caused by structural issues like roof leaks or faulty pipes.
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Home Stories Winter 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.
P X Q J H O T R T U O C J O Y S W K N L E F T S H N P C A N D L E I A E L O G C U M R D V A E O K I C D O Z A W E M A G A N P O B R N J Q P Z Y R B A P L O N V Y J T Y P O W L E A O M H P F M O V I E B R T K N W O P T E Z O O N S E W Z F J U Y B E A N I E K Z P I B O A R D U G Q P J G
HAVE A COZY NIGHT IN WITH THESE WORDS IN THE GRID:
POPCORN MOVIE SLIPPERS PYJAMAS TEA BOARD GAME CANDLE
BOOK SNOOZE PUZZLE HOT CHOCOLATE BEANIE BLANKET
Please tell us the remaining word before Friday 5 September 2025 by emailing communitydevelopmentvic@hcau.org.au or posting your answer to: Level 3, 350 Queen Street, Melbourne VIC 3000. Only one entry is allowed per household. The winner will score themselves a $50 Bunnings voucher and will be drawn from the correct entries. Good luck!
Useful contacts
1800RESPECT: 1800 737 732 Victorian Government free Energy Assistance Program: 1800 161 215 SANE: https://www.sane.org/
Anglicare Emergency Relief: 1800 809 722 or find a service: https://www.anglicarevic.
National Debt Helpline: 1800 007 007 Lifeline: 13 11 14 QLife: 1800 184 527
org.au/our-services/ financial-counselling/
Preston Office 137 High Street Preston VIC 3072 General Enquiries 1300 312 447
Head Office Level 3, 350 Queen Street Melbourne VIC 3000
Maintenance
info@hcau.org.au housingchoices.org.au
1300 321 185
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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