Maintenance of public housing in NSW
Homes NSW maintains public housing properties to a standard that ensures safety, belonging and privacy for the people who call them home.
Homes NSW is putting people at the heart of public housing maintenance.
Our priority is to maintain 95,000 of the state’s public housing properties to a standard that ensures safety, belonging and privacy for the people who call them home.
Homes NSW means better service and support for you
We know you need a maintenance system you can rely on. That’s why we’re making changes to the way we deliver maintenance services to people across NSW.
The main change you can expect is better service and better support for you.
5 key changes we’ve made to improve your maintenance experience
One organisation to support you
When Homes NSW formed in February 2024, we had an opportunity to change how public housing maintenance is managed and delivered.
Homes NSW brings maintenance and tenancy staff under one roof, working together to support you. As one division, it’s our priority to help you keep a safe and comfortable home.
You’ll see more of our staff in your community, speaking with residents and keeping in touch with your maintenance needs.
New online repairs service
Gain greater control of your maintenance with MyHousing Repairs – a new online repairs service available through the MyHousing app. You can use this service to submit non-urgent repair requests anytime.
MyHousing Repairs makes it easier for you to manage your maintenance. Through this service you can:
- ask a family member, friend or support person to submit a request on your behalf
- view the status of your maintenance requests
- upload photos and documents to support your requests
- view other repair requests raised for your building
If you are registered with the MyHousing app, you can view the status of your requests from the moment they're lodged until the moment they're complete.
Same phone line, better service with the Maintenance Hub
Our new Homes NSW Maintenance Hub is your one-stop shop for maintenance and repairs.
When you call the Maintenance Hub, you’ll speak to a Homes NSW staff member who’ll work closely with you to understand and oversee your maintenance needs.
Here’s what you can expect from our service:
- We’ll talk to you directly about your maintenance concern
- Our staff will carefully assess and prioritise your request
- We’ll oversee every step of your request from start to finish
- We’ll send out the right contractor to fix the issue
- Our contractors will communicate with you and keep their appointments
- Our maintenance and tenancy staff will work together to help you
- We’ll make sure contractors provide quality work in good time
- We’ll improve how we handle home modifications for tenants with disability or impairment.
This service is available 24 hours a day, 7 days a week.
To lodge a request through the Maintenance Hub, call 1800 422 322.
Key partners to deliver maintenance and repair services
To support the success of our new maintenance system, we've selected 6 experienced partners to deliver public housing maintenance.
Under a new contract and renewed expectations, we’ll make sure contractors deliver quality work in good time, and always with respect for you and your home.
These partnerships allow us to support local businesses and thousands of jobs across rural, regional and metropolitan NSW. This includes jobs for disability and community service providers, Aboriginal trades and social housing tenants.
Consulting on the future of maintenance
We’ve used years of tenant feedback to shape our new service approach.
We’ve engaged with tenants, advocates and peak bodies to discuss what we’ve changed and what more we can do to meet the needs of all our residents.
Your voices will continue to be heard and help us to keep improving. To submit feedback about your maintenance experience, call the Maintenance Hub on 1800 422 322.
Maintenance delivery partners
Collaboration and partnership are cornerstones of our maintenance reform.
To support the success of our new maintenance system, we’ve selected 6 experienced partners to deliver public housing maintenance. Together, we’ll ensure a renewed focus on the quality and timely delivery of maintenance and repairs.
In partnership with Homes NSW, our contractors play a crucial role to ensure better service and support for our tenants:
- Assett Group Services Pty Ltd – Penrith, Katoomba, Doonside, Richmond, Windsor, St Marys
- BGIS Pty Ltd – North Coast, New England, Newcastle, Hunter Region, Central Coast and Brisbane Waters
- Programmed Facility Maintenance Pty Ltd – Inner West Sydney, Bathurst, Dubbo, Forbes, Bourke, Cobar, Broken Hill, Wagga, Albury, Deniliquin, Griffith, Hay, Hillston and Cootamundra
- Downer Spotless Facility Services Pty Ltd – Inner City Sydney, Southern Tablelands, South Coast, Macarthur and Southern Highlands, and the Illawarra Region
- SR Construction Pty Ltd – Eastern and southern suburbs
- Ventia – Bankstown, Fairfield East, Granville, Villawood, Yagoona, Bonnyrigg, Cabramatta, Canley Vale, Wetherill Park, Liverpool, Northern Suburbs and Parramatta.
Supporting businesses and jobs across NSW
Our partnerships allow us to support local businesses and thousands of jobs across rural, regional and metropolitan NSW. This includes jobs for:
- disability and community service providers
- Aboriginal trades
- social housing tenants.
Learn more about our contracts.
Information for tenants
How to maintain and protect your home
There are things you can do to help us maintain and protect your home. Learn more about protecting your home.
Remember, the sooner you report a fault, the sooner it can be fixed.
How to lodge a maintenance request
Learn how to lodge a request at repairs, modifications and maintenance in public housing.
For social housing enquiries, complaints and feedback
Please call 1800 422 322 for public housing maintenance enquiries.
If you'd like to apply for social housing in NSW and want to find out more, please visit social and affordable housing.
If you are an existing social housing resident with a question or concern, please visit feedback or complaints.