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.
HChoicesSA
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. Closer to home in South Australia, our Common Ground and Catherine House services achieved provisional re-accreditation under the Australian Service Excellence Standards, recognising our high-quality client support and strong governance at Housing Choices. It’s an amazing result that reflects how these services support residents every day, read more about the feedback and what it means in this edition. Thank you for your patience,
your feedback, and your ongoing engagement.
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.
2
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.
3
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 153 850 .
4
Above: Common Ground News Anchors – Haydon and Rebeccah.
Have you seen our new Facebook series, Common Ground News? Two of our community-focused residents are now sharing updates, highlights, and local stories from around our local community - helping keep everyone informed and connected. With fresh energy and a passion for storytelling, they’re bringing you the news that matters most to residents. Want to stay up to date with Common Ground News and everything else we’re sharing? Visit: https://www.facebook.com/ HChoicesSA/ or scan the QR code below. Stay connected with Common Ground News
In the Autumn issue of Home Stories , we featured our lovely chickens at the Community Garden on Franklin Street. While they have had a great life in the city, with the closure of the garden coming up we have had to find a new home for them. We’re very happy to report that they have done what a lot of people dream of doing, they’ve retired to the country, relocating to Hindmarsh Island, only a few hundred metres from the river. They have settled in with their two new roommates on an acre of land and now spend their days exploring, snacking on bugs and enjoying a carefree life. Housing Choices would like to extend a heartfelt thank you to all the residents who have helped care for the chickens over the years - your kindness, time, and dedication have made a real difference. Your efforts have kept them happy, healthy, and very well loved. Community Garden chicken update
Be sure to like , follow , and add us to your Favorites to stay connected.
5
Rent and water payments reminder
$
Paying rent and water bills on time is important for maintaining your tenancy. Incorrect or missing payment details can cause confusion, delays, or arrears. Always double-check your payment reference to make sure it’s processed correctly. Even small errors can result in payments being missed or held up, so it’s important to double-check your details. Thankfully, Housing Choices has different ways of paying to make life easier.
1. Centrelink Deductions If you receive Centrelink as your main source of income, you may be able to have your rent and water payments deducted directly from your Centrelink payment. • This option is reliable, easy to manage, and helps avoid missed payments or errors with payment details. • In most tenancies, we can also include a small amount in your deduction to cover water charges. • Talk to your Housing Officer if you would like to set up Centrelink Deductions. 2. BPAY BPAY is a safe and secure way to pay through your online or mobile banking. To make a payment via BPAY you will need your: • Biller Code • Customer reference number • Amount to pay Contact your Housing Officer if you need another copy of your biller code or customer reference number.
3. Bank Transfer Bank transfers can be made through your online or mobile banking. When making a bank transfer, always include the reason for the payment (e.g. rent or water), along with your tenant account number and full name only. Your tenant account number (also sometimes called an AR number) is your unique account number with us. Please enter it in the “payment reference” or “payment description” section of your online banking so we can match your payment to your tenant account correctly. Need an example? If John Smith (tenant account number 123456) is paying his water, he should write: • 123456 John Smith • John Smith 123456 • Water 123456 John Smith If you are using a branch to make this deposit or if a family member or someone else is paying for you, they must still include your details in the reference. Please note, paying via bank deposits will be phased out in the near future to reduce issues with missing payments. Stay tuned to the next newsletter and see how paying your rent could win you a prize!
Need help? If you need a copy of tenant account number or BPAY information or want to check that a payment has been allocated to your account, please reach out to your Housing Officer.
6
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.
7
Winter heating tips
While this year has been historically dry for South Australia, winter is still as cold as ever. Here are some handy tips to keep you warm without breaking the bank.
Make the most of natural heat 1. Let the sun in: Open curtains and blinds during the day to let sunlight naturally warm your home. 2. Draught Proofing: Cracks and gaps between doors and windows let warm air escape and cold air in. A simple draught stopper can make all the difference. 3. Only heat the areas you need: Close doors to unused rooms and just heat the areas you’re in like the living room during the day and the bedroom at night. This can make a big difference to energy use and running costs.
Heat yourself, not the room Sometimes it’s more efficient to keep yourself warm rather than the whole house. Wear extra layers, socks or slippers, and use blankets, hot water bottles or wheat bags (always follow safety instructions). Warm drinks and meals can also help keep your body temperature up.
Safe and efficient heating • Setting your heater to a lower temperature can help save around 10% in running costs. • Never use outdoor or camping gas heaters indoors — they release harmful gases and are a fire risk. • Some ceiling fans have a winter setting or mode to help circulate warm air around the room.
These tips have been informed by the South Australian Government’s Winter Heating Guide. For more information please visit sa.gov.au/energy
8
Common Ground and Catherine House recognised for excellence
Right: Deirdre, Manager of Client Services from Catherine House.
We’re pleased to share that Common Ground and Catherine House have achieved provisional re-accreditation under the Australian Service Excellence Standards (ASES), Certificate Level. This means we have been independently assessed and recognised as meeting high standards in the way we work with clients and residents and deliver support within our programs. It also means we meet high standards within the governance, systems and processes in place at Housing Choices that support our service delivery. The ASES assessment involved a detailed review of how our services operate, including providing evidence, conducting interviews, site visits, and receiving feedback from clients, residents, volunteers, senior management, HCA Board members and partner organisations. We’re especially proud that the assessors shared such strong positive feedback about how our staff work with clients and residents.
They heard that: • Residents and clients feel treated with dignity and respect • Staff are compassionate, skilled, and take the time to really listen • People feel heard and supported to reach their goals • Our teams are responsive, open to feedback and transparent • We work in a trauma-informed and person-centred way We’ve also recently introduced a new Clinical Governance Guidance for Supportive Services, a framework to strengthen the systems that support and oversee our service delivery across our Supportive Services teams. We have also refreshed the Practice Framework for Common Ground to help guide consistent, high-quality support. Achieving this re-accreditation is a positive outcome that reinforces the way we work and how we’ll continue to provide intensive support to people through our Catherine House and Common Ground programs.
Below: Common ground residents attending Party in the Park, hosted by Adelaide City Council.
9
Winter warmer recipe - Sally’s ‘Feel Better’ Chicken Soup
Sally, our new Community Engagement Officer, has a tried-and-tested low-cost healthy winter warmer recipe that’s sure to lift your spirits during the colder months. This recipe serves 6-8, can be popped in the freezer and comes in at around $3-$5 per serve.
Below: Sally our Community Engagement Officer in South Australia.
10
Ingredients
Kitchen items
• 4 tbsp crushed ginger • 50g of butter • ¼ bunch of parsley • 1-3 tsp chilli flakes (If you like spice)
• Water stock pot – the bigger the better • Chopping board • Knife • Wooden spoon • Tongs • 2 Forks
• 1 full chicken 1-2kg • 4 carrots • 4 celery sticks • 2 parsnip • 2 brown onion • 4 cloves of garlic or 4 tbsp of crushed garlic
• Large bowl • Paper towel
Preparation time: 15 - 20 minutes Cooking time: 2.5 - 3 hours
Step 1. Chop carrots, celery and parsnips into 1-2cm chunks. Chop brown onion into chunks. Finely chop parsley (If using cloves of garlic, peel and finely chop/grate garlic). Step 2. On a high heat using your wooden spoon, melt butter in stock pot with garlic and ginger for 1-2 minutes. Step 3. Add chopped carrot, celery, parsnip and onion to stock pot and stir with butter until veggies slightly soften, 3-4 minutes. Step 4. Add parsley and stir, cook for 1-2 minutes. Step 5. Place chicken on paper towel and lightly pat outside of chicken. While on paper towel, lightly press down on the middle of the chicken to flatten. Step 6. Place chicken on top of veggie mix in stock pot and cover with water. The water should only just cover the chicken.
Step 7. Bring to the boil, then lower heat to medium.
Step 8. Leave to boil for 2-3 hours, a minimum of 2 hours. During this time if you see any fat rising to the top, lightly remove with spoon. Step 9. Once 2 hours is up, use tongs to transfer chicken into the large bowl. Step 10. Using tongs and forks, remove meat from bones, discard bones. (Careful in this process as it will be very hot and take care to remove all the bones.) Step 11. Use two forks to pull the chicken apart into strips. Step 12. Place chicken back into stock pot. Add chilli flakes if you like spice. Simmer for 30 mins.
Step 13. Serve.
This is a great meal to be served fresh but can last in the freezer all winter. Keep a serve or two in the freezer for those days when you’re feeling a bit unwell and need a quick meal to warm you up and feel better.
11
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 communitydevelopmentsa@hcau.org.au 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
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: https://www.sane.org/
Contact us: Please get in touch at any time if you have any questions or suggestions. For maintenance requests please call 1300 153 850 or report via email: infosa@hcau.org.au
General Enquiries 1300 312 447
Maintenance
192 Waymouth Street Adelaide SA 5000
infosa@hcau.org.au housingchoices.org.au
1300 153 850
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.
12
Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12Made with FlippingBook Ebook Creator