Access Housing
is part of the
Housing Choices Australia
Group of Companies
Access Housing is part of the Housing Choices Australia Group of Companies

Tenant Services During COVID-19

*** Updated Monday 12 October 2020 ***

Access Housing has returned to a more traditional way of working and, in doing so, has scaled up the delivery of our full range of business as usual activities – albeit with some concessions still in place to ensure we remain compliant with 1.5m social distancing requirements.

Our offices are now open to the public. We do, however, ask you to please phone ahead to arrange a meeting time with a member of our staff where possible if you plan to attend one of our offices. Access Housing also kindly asks that, if you are feeling unwell, please do not attend any of our offices.

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

CALLING YOUR TENANCY OFFICER OR ANOTHER STAFF MEMBER
If you know the name of your Tenancy Officer and would like to talk to them directly, you can call them on their direct line. Alternatively, please call 9430 0900 and we will put your call through to your Tenancy Officer or another member of our Tenancy Services team who will be able to assist you. Please also make sure you have supplied your Tenancy Officer with your most up-to-date phone number and email address if you have one.

VERIFICATION OF YOUR IDENTITY
As our communication with you will largely continue to mostly be verbal, 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 communicating with.

MAINTENANCE
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.

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.

INSPECTIONS
Property inspections have recommenced. Tenants who are due an inspection will be posted a 14 day notice and cover letter detailing social distancing and personal hygiene requirements that will need to be adhered to during their inspection.

TENANT ENGAGEMENT ACTIVITIES
Access Housing has recommenced tenant engagement activities, including focus groups and Advisory Committee of Tenants meetings, with COVID-19 physical distancing and hygiene protocols in place. When you attend tenant groups we will:

• practice safe distancing at all times;
• minimise touching of surfaces;
• sanitise before entering the venue and provide sanitiser for participants;
• wipe down all surfaces;
• wear gloves while handling food / provide individual servings; and
• maintain a register of attendees.

YOUR RENT
The WA Government recently extended the Residential Tenancies (COVID-19 Response) Act 2020 to be in effect until 28 March 2021. As a result of the WA Government making this extension, and until further notice, Access Housing will continue to defer rent increases.

Access Housing is continuing to do rent reviews. Rent reviews that result in a rent decrease will be actioned immediately. Rent reviews that result in an increase to rent payable will not become effective until further notice.

TENANT REQUESTS
All tenant requests will be reviewed and processed as normal, including requests for alterations and modifications, pets and transfers.

Please note that tenants are still required to complete the appropriate forms and paperwork for their requests.

Please contact your Tenancy Officer if you would like more information.

COMPLAINTS AND APPEALS
If you are unhappy with a staff member, a maintenance contractor or with a decision we have made, you have the right to make a complaint or an appeal. Access Housing will continue to investigate and deal with complaints and appeals whilst staff work remotely.

ANTI-SOCIAL BEHAVIOUR
We continue to respond to, investigate and act on anti-social behaviour and nuisance complaints. We will take necessary action against tenants who cause serious damage or cause, or are likely to cause, injury to anyone. We ask that tenants be respectful, patient and understanding with each other.

IF YOU WANT TO END YOUR TENANCY
If you would like to end your tenancy, please contact your Tenancy Officer or call 9430 0900.

COVID-19 TENANT HARDSHIP FUND
The Access Housing COVID-19 Tenant Hardship Fund aims to provide financial and other support to tenants and residents to stay home and stay well during self-isolation during COVID-19. For more information, please click here.

TENANT COVID-19 RESOURCE DIRECTORY
Access Housing has collated a resource directory for tenants featuring information, links and contact numbers for support agencies, government departments and Local Government Authorities offering services and advice during the COVID-19 pandemic. Click here to view it. 

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.