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 22 June 2020 ***

Access Housing is pleased to announce it has moved to the next phase of its return to normal business operations, effective as of Monday 22 June 2020, as Western Australia continues its recovery from the COVID-19 pandemic.

These updates to our service delivery and business operations have carefully considered and balanced a range of safety, sustainability and service provision needs that still exist while COVID-19 continues to impact the communities within which we operate. Paramount to our decision making was, and is, the ongoing health and wellbeing of our staff, tenants and the broader community.

The most significant updates to our service delivery and business operations as of Monday 22 June 2020 are:

– Property inspections will recommence, with 14 day notices and cover letters detailing social distancing and personal hygiene requirements being posted to tenants due an inspection;
– Some allocations to lodges will recommence;
– Tenant Support Planning will recommence;
– Pre-allocation interviews for Independent Living Program applicants will recommence;
– Our property maintenance services will now also include the actioning of non-emergency or urgent repairs inside the home; and
– Tenant engagement activity planning will recommence.

Access Housing is also pleased to be reopening our offices by appointment only. If you plan to attend one of our offices, please phone ahead to arrange a meeting time with a member of our staff.

At this time, the majority of our staff will continue to work remotely / from their homes.

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, please see the table below for their direct phone number:


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 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 speaking 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 will recommence as of Monday 22 June 2020, with tenants who are due an inspection 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
All face-to-face tenant engagement activities, including focus groups and Advisory Committee of Tenant (ACT) meetings, remain on hold until further notice.

As of Monday 22 June we have, however, recommenced tenant engagement activity planning.

YOUR RENT
Access Housing continues to do annual eligibility and rent reviews as they become due during the COVID-19 pandemic. However, any rent reviews completed that result in an increase to rent payable will not become effective until the first rent due date on or after Thursday 1 October 2020. If your rent has decreased, we will, as usual, apply the decrease from the date we are advised of your change of circumstances. Click here for more information.

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.

While we will be processing transfer requests, we won’t be transferring tenants until further notice unless it is an emergency.

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 will continue to respond to, investigate and act on anti-social behaviour and nuisance complaints. Our investigations of these complaints will be carried out by phone, email and mail.

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 during this particularly trying time.

IF YOU WANT TO END YOUR TENANCY
If you would like to end your tenancy, please contact your Tenancy Officer or call 9430 0900 and leave a detailed message so we can get in touch with you about your intentions.

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.