Homes NSW Client Feedback Service

The Client Feedback Service lets us know what you think about the services we provide.

We collect information about your:

compliments
suggestions, or
complaints.

so we can improve our services to our clients.

Your feedback is essential. It allows us to understand our performance and effectiveness. It also helps us determine what is working well and where we need to change or improve our service.

If you disagree with a decision we've made, there is a separate place for that feedback. To ask that we review a decision we've made, please see appealing a housing decision.

Feedback we like to receive

We like to receive feedback that includes:

compliments on how we delivered a service to you, and services that you were happy with
when staff and contractors were helpful, listened to you and provided good service
suggestions that can help improve our services
concerns you may have about your neighbourhood. (This can include antisocial behaviour, property care issues, unauthorised alterations or illegal activity.)

You can lodge a complaint

If you are unhappy with the services we or our contractors have given you, you can lodge a complaint about:

the services we provide
the way you have been treated by staff and contractors (including rude or dismissive behaviour)
contractor conduct (including not coming to appointments or not giving you information to keep you safe)
the way we use or disclose your personal information (including health information).

How to provide feedback

You can provide feedback by:

using the MyHousing app
mailing a client feedback form
emailing feedback@homes.nsw.gov.au
phoning the Housing Response Centre Monday to Friday, 8.30am to 4.30pm.

Housing Response Centre: 1800 422 322

To report fraud or misconduct by staff, contractors or clients can use the report fraud or misconduct online form.

How we respond to complaints

We will acknowledge complaints and review them, usually within 15 working days.

The person managing the complaint will tell you:

the outcome of the complaint, or
if there will be a delay in reviewing the complaint.

What if I am unhappy about the outcome?

For more information about how we manage complaints, you can view the Client Service Delivery policy. Please keep in mind that we may take up to 60 days to finish working on complaints about a privacy issue.

If you are unhappy with:

the outcome of your complaint
the way we've managed your complaint

you should first contact your local housing office.

You can also contact an external agency, such as:

If your complaint was about a privacy issue, you can contact the Information and Privacy Commission NSW.