How we are actioning maintenance repairs during COVID-19 pandemic

We have changed how we will be undertaking maintenance repairs in response to COVID-19 to support the health and safety of tenants and maintenance contractors. These changes are in place until further notice.

 

What has changed?
Tenants are encouraged to report maintenance as per normal. However, the types of maintenance we will be actioning have been amended to reduce the potential spread of the COVID-19 virus.

All emergency, urgent, priority and routine repairs outside of the home are to continue as normal.

Emergency and urgent repairs inside of the home will continue as normal.

Priority repairs inside homes will be assessed at our discretion to see if they can be deferred.

All routine maintenance inside homes will be deferred until further notice.

When you call our Maintenance Hotline to report a repair, our staff will talk to you about your maintenance issue and advise you of whether your issue will be actioned at this time.

Please click here for more information.

Please continue to report all repairs or damages promptly to our Maintenance Hotline on 1800 203 383 (free call from land line). This service operates during normal office hours (8:00am-4:00pm Monday to Friday).

An emergency service is available outside of these hours. Please see our After Hours Emergency Service webpage for more information.

RELATED COVID-19 SERVICE DELIVERY INFORMATION FOR TENANTS
Staying connected and engaged with Access Housing during COVID-19 pandemic

Tenant Services during COVID-19 pandemic

Access Housing COVID-19 Statement: Wednesday 25 March

Staying connected and engaged with Access Housing during COVID-19 pandemic

There is a range of ways tenants can stay connected and engaged with Access Housing while our offices are temporarily closed, our face-to-face tenant engagement activities are put on hold and our staff work from home to help flatten the COVID-19 curve.

EMAILS
All of our staff continue to be contactable via email. Please make sure we have your most up-to-date email address (if you have an email address). If you have a generic enquiry, please email info@accesshousing.org.au.

CALLING YOUR TENANCY OFFICER OR ANOTHER STAFF MEMBER
Even though our offices are closed until further notice, you will still be able to get in touch with us via telephone. When you ring our offices, you will hear a forwarding voice message. It is important you leave your name and phone number and tell us the name of the person you want to contact. Our staff will get back to you as soon as possible.

If you know the name of your Tenancy Officer and would like to talk to them directly, please see the table below for their direct phone number:

Please make sure you have supplied your Tenancy Officer with your most up-to-date phone number and email address if you have one.

As our communication with you will be verbally, by text or by email, we need to make sure it’s really you. If you have set up a Security Question, we’ll use that or we’ll ask you to create one. We will also use a Verification Code that we will send to your mobile via SMS and may ask additional questions that only you would know the answer to, so we can confirm that it’s really you we’re speaking with.

TENANT ENGAGEMENT ACTIVITIES
All face-to-face tenant engagement activities, including focus groups and Advisory Committee of Tenant (ACT) meetings, are on hold until further notice.

We recognise this is a difficult time for many and that staying connected is more important than ever. In line with this, Access Housing is going to continue to provide some of our programs and deliver them in a different way. Our Tenant Engagement and Capacity Building Team is also developing some other ways you can stay involved and connected with us in the days and weeks ahead.

For more information about our tenant engagement activities during our office closure period, please click here to read details in the most recent edition of our Tenant Newsletter or contact:

Alex Kepes
Tenant Engagement and
Capacity Building Officer
P: 9430 0945
M: 0437 887 675
E: alex.kepes@accesshousing.org.au
Amy Kidner
Tenant Consultation and
Communications Officer
P: 9430 0923
M: 0429 858 127
E: amy.kidner@accesshousing.org.au


SUBSCRIBE TO OUR E-NEWSLETTER

If you would like Access Housing to send you information about our business operations during the COVID-19 situation straight to your inbox, you can sign up to receive our e-newsletters by clicking here and entering your details.

Just like you, Access Housing is dealing with a particularly tumultuous set of circumstances at the moment. We kindly ask that a level of patience, understanding and kindness is afforded to our staff as we navigate the days and weeks ahead whilst also continuing to serve you as best we can.

The COVID-19 situation is changing rapidly, so it’s important to stay informed. For up-to-date information about COVID-19, please visit the following trusted and credible websites:

www.health.gov.au for the latest information from the Federal Health Department
www.health.wa.gov.au for the latest information from the WA Health Department

You can also call the National Coronavirus Helpline on 1800 020 080 or visit the World Health Organisation website on www.who.int.

For the most up-to-date information about Access Housing’s business operations during the unfolding COVID-19 situation, please continue to refer to our website.

Autumn edition of Tenant Newsletter available online

The Autumn 2020 edition of Access Housing’s Tenant Newsletter, At Home with Access Housing, is now available to view online.

All tenants are strongly encouraged to read this edition of At Home with Access Housing, as it details changes to how Access Housing will be working during the evolving COVID-19 (coronavirus) situation.

Printed copies of the newsletter should start arriving in tenants’ letterboxes later this week.

To view the Autumn 2020 edition of At Home with Access Housing, please click here.

Access Housing Covid-19 Statement: Wednesday 25 March 2020

In response to the evolving Covid-19 (Coronavirus) situation, Access Housing continues to work diligently to ensure our staff and our tenants are supported and our services can continue to be delivered.

Access Housing continues to closely monitor and heed the advice from Federal and State Government Health Departments and has enhanced our already-implemented precautionary measures to assist with the ongoing safety of our staff, tenants, contractors and broader community.

We expanded our remote working arrangements on Friday 20 March 2020 to encourage physical distancing between our staff. Since then, the majority of our staff have been working from home while also continuing to deliver our services to tenants as best we can.

As of close of business on Wednesday 25 March 2020, each of Access Housing’s offices will temporarily close.

Access Housing staff will continue to be available via email. Telephone calls to our offices will be dealt with in a timely fashion, with any voicemails received passed over to the appropriate staff member for actioning.

Access Housing has cancelled all scheduled routine property inspections temporarily. Tenants who had an inspection scheduled are being contacted by their respective Tenancy Officers to advise of the cancellations. We will continue to provide essential housing services and have put work-arounds in place so we can continue to undertake viewings, assessments and allocations into any vacant properties we have available, including to our lodging houses.

All planned tenant engagement activities have been cancelled until further notice. Tenants who were scheduled to attend planned Access Housing events have been advised. As a result of our face-to-face tenant engagement activities being cancelled, our Tenant Engagement and Capacity Building team will be adopting different ways to interact with tenants to assist with their wellness and community connection during this challenging time.

Tenants are encouraged to report maintenance as per normal to our Maintenance Hotline on 1800 203 383. However, the types of maintenance we will be actioning have been amended to reduce the potential spread of the Covid-19 virus. All emergency, urgent, priority and routine repairs outside of the home are to continue as normal. Emergency and urgent repairs inside of the home will continue as normal. Priority repairs inside homes will be assessed at our discretion to see if they can be deferred. All routine maintenance inside homes will be deferred until further notice.

Access Housing remains committed to maintaining our service delivery to tenants and minimising disruption to our ‘business as usual’ activities as best we can during the evolving Covid-19 situation.

Access Housing continues to advise staff and tenants to refer to the following websites for up to date Covid-19 information:

Australian Government Department of Health
WA Government Department of Health
World Health Organisation

For the most up-to-date information about Access Housing’s business operations during the unfolding Covid-19 situation, please refer to our website – www.accesshousing.org.au.

In closing, as we – like you – are continuing to deal with a particularly difficult and testing set of circumstances, I kindly ask that a level of patience, understanding and kindness is afforded to our staff as we navigate the days and weeks ahead.

Please continue to stay safe and healthy by following the directives given to the community by our Federal and State-based Covid-19 experts.

Neil Starkie
Interim Chief Executive Officer
Access Housing Australia Ltd

Access Housing Covid-19 Statement

In response to the Covid-19 (Coronavirus) outbreak, Access Housing is working diligently to ensure our staff and our tenants are supported and our services can continue to be delivered.

Access Housing has been closely monitoring and heeding the advice from Federal and State Government Health Departments and has been taking precautionary measures to ensure the ongoing safety of our staff, tenants and broader community.

As of Friday 20 March 2020, Access Housing will be expanding our remote working arrangements, with the majority of our staff working from home to encourage social distancing.

All planned Tenant Engagement activities have been cancelled until further notice. Tenants who were scheduled to attend planned events have been advised.

Access Housing remains committed to maintaining our service delivery to tenants and minimising disruption to our ‘business as usual’ activities.

Access Housing staff will continue to be available via email. Telephone calls to our offices will be dealt with in a timely fashion, with any voicemails received passed over to the appropriate staff member for actioning.

Tenants are advised they will only be granted entry to Access Housing’s offices by appointment.

Access Housing continues to advise staff and tenants to refer to the following websites for up to date Covid-19 information:

Australian Government Department of Health
WA Government Department of Health
World Health Organisation

For the most up-to-date information about Access Housing’s business operations during the unfolding Covid-19 situation, please refer to our website – www.accesshousing.org.au.

Finally, as we – like you – are dealing with a particularly tumultuous set of circumstances, I kindly ask that a level of patience, understanding and kindness is afforded to our staff as we navigate the days and weeks ahead.

Stay safe and healthy.

Neil Starkie
Interim Chief Executive Officer
Access Housing Australia Ltd