Tenancy management manual

The completion of Tenancy Condition Reports at the start and end of tenancies are mandated under the Residential Tenancies act. This guideline outlines the requirements to ensure compliance with this legislative obligation.

Tenancy Condition Report (word)

If renter(s) are accruing rental arrears, staff will contact them to discuss the debt and ways of managing the arrears as early as possible before it escalates further.

These operational guidelines outline the processes and considerations for staff when managing rental arrears.

Rental arrears operational guidelines

Eligible clients may choose to have their charges for current or vacated accounts electronically deducted via Bank or Centrelink direct debit.  

Rental payments and direct debit operational guidelines

An appointed representative has a legally appointed power to make decisions in relation to specific areas of a person’s life such as:

• Finance
• Accommodation
• Health matters. 

Alternatively, they may be appointed to make decisions on behalf of the person in all aspects of their life. These decisions can also be made on behalf of a tenant, a household member or applicant for social housing.

Appointed representatives of tenants and applicants operational guidelines (word)

This information outlines the processes by which the department manages properties leased from private landlords for Rental General Stock (RGS). The RGS Leasing Program supplements existing Homes Victoria owned properties to provide housing options in areas where the register’s demand is high.

Leased properties (word)

This information outlines the duties and responsibilities of the department in managing Homes Victoria owned properties subject to owners corporation legislation.

Owners corporation (word)

Homes Victoria can allocate any portion of the Homes Victoria’s land as a car parking area to an eligible client.

Managing car parking access and infringements is also Homes Victoria's responsibility.

Car parking in public housing operational guidelines (word)

A public housing property may be used as a place of business by a tenant, resident or household member if permission is given by the department.

Tenants working from home operational guidelines (word)

The department recognises that public housing tenants or residents may be absent from their property for periods of time. Homes Victoria accepts periods of temporary absence of up to 6 months if special circumstances are approved.

Temporary absence operational guidelines (word)

After a tenant vacates a public housing property, it is the responsibility of the department to dispose of the goods left behind by the tenant. This is in the situation where the return of the goods to the tenant wasn't achievable.

Abandoned properties and goods operational guidelines (word)

Homes Victoria does not permit a tenant to sub-let or assign their public housing property.

Specific policies and procedures apply where 'unknown' persons are living in a public housing property. They generally fall under the category of undeclared occupants or squatters.

Undeclared occupants, subletting and squatters operational guidelines (word)

Homes Victoria may require access to their owned properties to carry out duties as specified in the Residential Tenancy Act 1997.

Access to Director owned and managed properties (word)

The department may allow access to facilities managed by the department, community and not-for-profit organisations that are located on public housing estates.

Access to communal areas on public housing estates operational guidelines (word)

The terminating tenancies and deceased estates information outlines the process of concluding a tenancy agreement between the tenant and Homes Victoria, where the tenant vacates or is deceased.

Terminating tenancies and deceased estates (word)

In certain circumstances, the department may approve transferring the rights and responsibilities from an existing tenant to another household member. The department seeks to balance the housing needs of existing occupants and residents together with the needs of others on the Victorian Housing Register.

Transfer of tenancy (word)

A sleep out is a one room, relocatable building constructed in the backyard of a public housing property. It is designed to add an extra bedroom in order to overcome household overcrowding, when an additional room cannot be built.

Sleep outs (word)

The management and approval of movable units is a 2 tier process. Movable units are self-contained properties constructed on Homes Victoria or privately owned properties.

Movable units operational guidelines (word)

A tenancy is considered terminated when a residential agreement between a tenant and Homes Victoria has concluded and the director has regained vacant possession of the property.

Vacated tenants accounts (word)

Public housing tenants, applicants for social housing or a client who has received housing assistance (such as a bond loan) may declare bankruptcy, in accordance with the Bankruptcy Act (1966).

Once a tenant or client is declared bankrupt, Homes Victoria cannot take debt recovery action for outstanding charges incurred by the tenant or client up to, and including, the date of the bankruptcy.

Bankruptcy operational guidelines (word)

Account reconciliation and identifying possible sources for account discrepancies can be requested by a tenant at any time.

Account reconciliation operational guidelines (word)

Home visits and inspections of public housing properties are first undertaken to help new tenants in their transition to public housing, and to discuss any tenancy or maintenance issues. You need to make sure you are safe at all times during a home visit and undertake a risk assessment where necessary.

The Home visits and inspections in public housing operational guidelines (Word) outlines the approach the department uses to manage home visits and inspections when staff visit public housing properties on behalf of Homes Victoria.

Tenants have a responsibility for their own, their household members and their visitors behaviour. Any antisocial behaviour is managed in accordance with the Residential Tenancies Act (1997).

Persistent breaches may result in subsequent action and decision making processes. This may then result in legal action pursued through the Victorian Civil and Administrative Tribunal (VCAT) if the tenancy breach is substantiated.

Tenancy breaches operational guidelines (word)

Tenants are expected to meet the requirements and responsibilities of their tenancy agreement and the Residential Tenancies Act (1997).

In the event a tenant does not comply, or is at risk of not complying with their obligations and expectations of their tenancy agreement, the department may take legal action that may result in the termination of their tenancy.

Neighbourly behaviour and support operational guidelines (word)

Tenants may request modifications to their existing public housing property due to a medical condition or disability.

Approval of modifications is dependent on the type, severity and evidence provided from a relevant medical practitioner. Where the medical condition requires a tenant or their household member’s transfer from the property, the Special Accommodation Requirements (SAR) operational guidelines of the Victorian Housing Register are to be applied.

Special accommodation requirements for public housing tenants operational guidelines

References and revision history of the Tenancy management manual (word)

From 2 March 2020, renting laws allow renters to keep pets at a rental property with the written permission of their rental provider.

For more information see the Pets in public housing operational guidelines (Word).