Community Housing

What you can expect from Orana Support Service

During your tenancy we will:

· Provide you with clear information so you can make informed decisions and understand the decisions we make.

· Treat you fairly and transparently.

· Charge rent in accordance with the Residential Tenancies Act 2010.

· Provide you with opportunities to be involved in planning and delivering our housing services.

· Ensure you receive appropriate support if relevant and where available to maintain your tenancy.

· Have clear procedures for you to make informed decisions about managing complaints and appeals.

· Undertake responsive, cyclical and life-cycle maintenance to maintain property conditions.

Orana Support Service Property Manager

 Our Property Manager is here to support you through all steps involved in your Community Housing tenancy journey.

How we choose tenants:

People applying for housing with us must meet the NSW government’s eligibility criteria for community housing. They also need to meet our eligibility criteria. 

Eligibility criteria include: 

· 18 or older 

· An Australian citizen or permanent resident

· A resident of NSW. 

 · Demonstrate an inability to resolve their housing needs through other means, such as owning property. 

· Income and asset limits apply 

· Applicants must be able to sustain a tenancy, potentially with support 

The NSW Housing Register 

Orana Support Service uses the NSW Housing Register to identify those people in most need. 

The NSW Housing Register is a single register of households who are eligible for social housing. The register includes approved applicants by their preferred location, priority category, and the date they were approved. 

Tenancy Agreement 

Before you move in you will need to sign a Tenancy Agreement which is a legal contract. It lists a number of rights and responsibilities of Orana Support Service as the landlord and you as the tenant.

Termination of a Tenancy

Under the Residential Tenancies Act 2010, Orana Support Service can take steps to terminate a tenancy for non-payment of rent or other breaches of the tenancy agreement.

On rare occasions, we may require a tenant to vacate the property in which they are living due to demolition or if major repairs are required. In these cases, we will provide you with sufficient notice to vacate and will assist you to find temporary or alternative accommodation.

What we expect from you:

· Pay rent and all other charges on time

· Keep your house clean and tidy, treat it with care, keep your garden mowed, weeded and free of rubbish

· Use your property for residential purposes only

· Tell us about any changes in your household income

· Report repairs and maintenance required to the property as soon as possible

· Allow Orana Support Service staff and contractors access to the property

· Pay for repairs caused by the neglect, misuse, wilful or accidental damage by you or your visitors, replace light globes as needed

· Not allow any illegal activities to occur at your house

· Be a good neighbour – always respect the right of your neighbours to live in peace and comfort

· Ask us first if you want to have someone stay at your house for more than 4 weeks, if you want to keep a pet, if you want to make alterations

Bond

Before you move in you will need to pay the first two weeks rent PLUS the bond. You may be eligible to apply for a Rentstart Bond Loan. The loan, which can be up to 100% of your rental bond, is interest free. The payments you make are returned to you at the end of the tenancy if there's no claim made by Orana Support Service.

Determining Rent

We must determine the subsidised rent of all new tenancies and existing tenancies based on a percentage of the assessable household income plus 100 percent of the household’s entitlement to Commonwealth Rent Assistance (CRA). Please refer to the Community Housing Rent Policy which shows the percentage of income payable by different members of a household.

Paying Your Rent 

You can choose the best payment option for you including: 

· Centrepay – if you receive a payment from Centrelink. If you provide written consent, we can arrange this for you. 

· Direct Debit 

· Electronic Funds Transfer to our bank account.

Rent Review 

Your rent will be reviewed in accordance with your lease. You will always be given at least 14 days’ notice of any increase to your rent.

Essential Services

It is your responsibility to have essential services such as electricity, gas and telephone connected in your name. You are responsible for all connection and usage charges. 

Water 

You are responsible for paying for your water usage. Your water payment will be paid with your rent.

It is our responsibility to repair any fixtures and fittings that have deteriorated over time due to normal usage. This is known as ‘fair wear and tear’.

Contractors will contact you to arrange a suitable time & date for all repairs and maintenance once we have organised with them.

It is your responsibility to maintain adequate pest control measures including for wasps, bees, ants, fleas, cockroaches, spiders, mice, rats, snakes.

Responsive maintenance is unplanned, day-to-day repair work carried out in response to a specific request.

If your home needs repairs, contact our office. The more information you can give us regarding the repair, the quicker it can be rectified.

If you have an urgent repair which occurs after office work hours, please contact the Property Manager after hours mobile.

Cyclical maintenance includes planned, routine inspections, servicing, and replacements at regular intervals.

Smoke alarms: We are responsible for maintaining smoke alarms. They will be checked at scheduled property inspections, however it is your responsibility to let us know if a repair or replacement of a smoke alarm/battery is required.

See our easy-read information about repairs and maintenance.

Maintenance and Repairs, Housing and Tenancy Issues, Rent and other Charges: Email: maintenance@oranasupport.com.au, phone:1800 353 199 

Giving Feedback, Making a Complaint or Lodging an Appeal: 

Call in to our office at 9 – 11 White Street Dubbo NSW 2830 and complete a Feedback Form or Complaint Form 

Complete a form online at https://oranasupport.com.au 

Phone: 1800 353 199 or 02 6800 1650 Support Services: Email intake@oranasupport.com.au