Rentstart assistance policy

1. Background

Rentstart helps eligible clients with the cost of moving into or staying in private rental housing. The support available will depend on a client’s personal situation and needs, and is designed to:

• help clients find or keep a private rental property
• give fast financial support for housing costs, especially for people at risk of homelessness
• support Homes NSW tenants who aren’t eligible to renew their public housing lease, so they can move into a private rental property.

There are five ways Rentstart can help:

• Rentstart Bond Loan
• Advance Rent
• Rentstart Move
• Tenancy Assistance
• Temporary Accommodation

This policy explains the different types of Rentstart assistance available in NSW.

2. Scope

This policy covers anyone applying for Rentstart assistance, including people who are homeless and may be eligible for short-term Temporary Accommodation.

Homes NSW and participating community housing providers work together to offer and facilitate access to Rentstart assistance.

3. Policy statement

To access Rentstart, clients must meet relevant eligibility criteria, which varies for each type of assistance. Clients will be advised in writing of the outcome of their application.

If the client is not eligible for a particular product, they may be referred to other services such as a Specialist Homelessness Service or rehabilitation service or may be considered for other types of assistance.

3.1 Rentstart products

Applying for Rentstart

To access Rentstart, applicants must complete an application and provide the required documents. Applications can be submitted online or by downloading the relevant form from the NSW Government website. Community housing providers can also help applicants to access or apply for Rentstart.

Applicants must provide evidence of:

• identity, and
• all sources of income and assets, and
• New South Wales (NSW) residency or an established need to live in NSW, and
• Australian citizenship or permanent residency, and
• any land or property owned (fully or partly) by anyone included in the application, and
• the ability to sustain a successful tenancy, without support or with appropriate support in place, and
• repayments of any former debts to a social housing provider, if applicable.

If the required evidence is not provided, the application cannot be accepted or assessed. For more information about what evidence is needed, go to the Evidence Requirements Information Sheet.

Applications for Rentstart Bond Loan, Advance Rent, Tenancy Assistance and Temporary Accommodation will be assessed within one working day after all information is received.

The following groups may also apply for Rentstart:

• clients currently receiving a Private Rental Subsidy
• clients approved for or receiving Rent Choice
• former social housing tenants including tenants with a less than satisfactory, unsatisfactory or ineligible category. They may be required to enter a repayment plan to pay off any outstanding debts
• clients leaving public housing at the end of a 6-month provisional lease who are not eligible for Homes NSW Transition of tenancy
• clients referred through RSL LifeCare.

There are some situations where Rentstart will not be provided. For example, if an applicant has already moved into a property, paid the bond another way, and the bond that has already been lodged with the Rental Bond Board. For more information, go to Circumstances in which Rentstart Assistance will not be provided

Shared households

When assessing eligibility for Rentstart, the income of everyone in the household aged 18 or older is considered.

If a household is not eligible for Rentstart, individual members may still apply if they are not part of the main family unit living in the property. If approved, the applicant will only receive assistance for their share of the costs. For example, if someone is responsible for 50% of the rent, they can get help for up to 50% of the rental bond or Advance Rent needed to start the tenancy.

Homes NSW uses the information provided in the application to decide whether people are part of a family unit or living independently within a shared household. Family units include relationships such as:

• husband/wife
• de facto couples
• boyfriend/girlfriend
• parent with child/children
• a person receiving a carer payment or carer allowance due to caring for another household member.

When a Rentstart Bond Loan is issued, all household members listed on the Residential Tenancy Agreement will be included on the Rental Bond Lodgement form sent to the Rental Bond Board.

Only one Bond Loan can be provided per household. In shared tenancies, if one member receives a Bond Loan for their portion of the bond, other household members cannot later apply for a Rentstart Bond Loan for their share.

Clients that may need special consideration

Homes NSW may give extra consideration to clients with disability or those approved for Private Rental Subsidy who are applying for Rentstart Bond Loan, Advance Rent or Tenancy Assistance. These applicants may have more savings than usually allowed, but can still be eligible if they show that their savings are needed for:

• medical bills
• carer costs
• special medical equipment
• other essential services.

When deciding eligibility, Homes NSW will consider the costs of treating a disability, as documented by health or community professionals.

Special consideration is also given to Rent Choice clients applying for a Bond Loan. Even if these clients earn more than the usual social housing income limit (but are within moderate income limits), they may still be eligible for a Bond Loan. Rent Choice clients must still meet the standard Rentstart criteria to receive Advance Rent. For more information, go to the Rent Choice policy.

Circumstances in which Rentstart will not be provided

Rentstart is not available in the following situations, where the applicant:

• is moving into a property they are buying or already own
• is moving into, or between, public housing managed by Homes NSW
• is seeking help to pay off rent or water arrears in a social housing property (this does not include affordable housing properties)
• is moving into a Specialist Homelessness Services funded property
• has made a false declaration on a Rentstart application. If this happens, they will not be eligible for Rentstart assistance for two years.

Additionally, a Rentstart Bond Loan will not be approved if:

• the applicant owes money to Homes NSW for two previous Rentstart Bond Loans (current or past debts, or a combination)
• the applicant has been living at the property for more than 28 days
• the bond for the property has already been lodged with the Rental Bond Board
• the applicant has been suspended from receiving further Rentstart assistance due to an unpaid Bond Loan or a previous Bond Loan debt.

Rentstart and young people

Under the Children and Young Persons (Care and Protection) Act 1998:

• a child is under 16 years of age
• a young person is aged 16 years or over but under 18 years of age.

A child who is not accompanied by a parent or guardian cannot receive Rentstart assistance. In these cases, they will be referred to Community Services for help with accommodation and support.

For information about how social housing providers respond to suspected child abuse, neglect or situations where a child or young person may be at risk, see the Children and Young People At Risk policy. For further information on child protection in NSW, refer to the Protecting our kids website.

Young people may receive help through Rentstart if they meet the eligibility criteria for the type of assistance they apply for.

To be eligible for Rentstart a young person must:

• meet the general requirements for social housing including:
  • income limits
  • residency requirements
  • asset limits
• be assessed by Homes NSW or participating community housing provider as a client whose housing needs are best supported through Rentstart. 

Rentstart Bond Loan applications for young people

If a young person aged 16 or 17 applies for a Rentstart Bond Loan, they must have the agreement clearly explained to them. This explanation must be provided by:

• a solicitor, or
• representative from the NSW Trustee and Guardian.

This step ensures the young person understands the legal responsibilities before signing the agreement.

To confirm their understanding, the young person must:

• sign a certificate of understanding provided by the solicitor or NSW Trustee and Guardian
• answer follow-up questions to show they understand the Bond Loan agreement
• listen to a recording of the terms and conditions to reinforce their understanding.

This process ensures young people are fully informed before entering into a financial agreement.

Temporary Accommodation for young people

Temporary Accommodation is very short-term accommodation for clients who are homeless.

Homes NSW aims to place young people with age-appropriate services that provide the support they need. Because of this, a young person will not receive Temporary Accommodation if there is suitable accommodation available through a Specialist Homelessness Service (SHS) designed for youth. 

3.2 Rentstart Bond Loan

A Rentstart Bond Loan is an interest-free loan that helps eligible clients pay the rental bond for a private rental tenancy covered by the Residential Tenancies Act 2010.

Generally, to receive a Rentstart Bond Loan, a client must:

• meet the eligibility rules in the Rentstart Assistance Policy, and
• meet the requirements of the Eligibility for social housing policyincluding the income eligibility limits.

The social housing income limit does not apply to clients experiencing domestic or family violence.

Homes NSW can provide a Rentstart Bond Loan for up to 100% of the bond amount.

Clients may choose to borrow less than 100% but the loan must cover at least 25% of the bond.

For more information on the requirements for Rentstart Bond Loans, go to Eligibility criteria for Rentstart assistance products.

Rentstart Bond Loans for clients approved for Private Rental Subsidy or Rent Choice are calculated using the full rent for the property.

Clients moving into a social housing property managed by a community housing provider are eligible for a Rentstart Bond Loan if they meet the Rentstart Assistance Policy rules and are eligible for social housing. They cannot receive Advance Rent for this type of housing.

Rentstart Bond Loan agreement and repayment

To receive a Rentstart Bond Loan, the client must agree to the Terms and Conditions of a Rentstart Bond Loan. 

If a household has more than one adult, only one adult can be named as the borrower on the Bond Loan Agreement. Homes NSW does not set up a Rentstart Bond Loan with multiple borrowers.

The borrower is fully responsible for repaying the loan. This responsibility cannot be passed onto any other adult who was approved for a Rentstart Bond Loan at the same time.

Clients can find more information about Rentstart assistance for households with more than one adult in the Shared households section of this policy.

Making payments

To receive a Rentstart Bond Loan, the client must make fortnightly payments to Homes NSW. Payments are calculated based on the amount of the bond and the agreed repayment period. The minimum payment accepted is $10 per fortnight.

For more information about payments, go to the Rentstart Bond Loan Payments section of this policy.

All household members can contribute to loan repayments. Payments can be made through:

• the Bond Loan Deduction Scheme (Centrelink recipients only)
• BPAY
• online banking or the MyHousing app.

Clients who receive Centrelink payments must use the Bond Loan Deduction Scheme, which automatically deducts payments from their Centrelink payment each fortnight. Clients who do not receive Centrelink income may choose any of the other available payment methods.

Clients can find more information about payment methods in the   Rentstart Bond Loan Account Management policy.

Payments begin once the bond is lodged with the Rental Bond Board and continue until the loan is fully repaid. Most loans are expected to be paid off in 12 to 18 months, although longer repayment periods may be approved in special circumstances.

For more information about payment plans, go to the Rentstart Bond Loan Payment Plans section of this policy.

If a client is unable to make payments, Homes NSW can adjust the payment plan or provide support. Clients should contact Homes NSW as early as possible to discuss their options.

For more information about repayment options, go to the Rentstart Bond Loan Account Management policy.

Lodging the bond

Once the landlord or agent submits a Bond Lodgement form or Bond Barcode, Homes NSW sends the bond money directly to the Rental Bond Board. If the form or barcode is not submitted within 90 days, Homes NSW will cancel the bond assistance.

Homes NSW keeps an interest in the bond until the Bond Loan is fully repaid. If the tenancy ends before the loan is paid off:

• the Rental Bond Board returns Homes NSW’s share of the bond to Homes NSW
• Homes NSW refunds to the client any loan payments they made that were not claimed by the landlord or agent
• if the landlord or agent’s claim is higher than the amount the client has repaid, the remaining amount becomes a former Bond Loan debt, which the client must repay to Homes NSW.

If the client changes their name at any time during the loan period, they must notify Homes NSW. This allows Homes NSW to manage the account correctly, including any refunds and arrears actions.

For more information about name changes, go to the Change of name requirements when a Rentstart Bond Loan is in place section of this policy.

Homes NSW will not approve a Rentstart Bond Loan if a bond for the tenancy has already been lodged with the Rental Bond Board

Rentstart Bond Loan Payment Plans

Rentstart Bond Loan payment plans of 12 months or 18 months, and in exceptional circumstances, 36 months are offered based on the percentage of income spent on rent. Clients paying a higher proportion of income on rent are offered a longer payment period. Homes NSW does not include Rentstart Bond Loan payments when calculating rental affordability.

Table 1 Bond Loan Payment Plans

If a client is having difficulty keeping up with their payments, Homes NSW may:

• offer a longer payment plan
• temporarily defer payments
• adjust the repayment amount.

Clients should contact Homes NSW as early as possible if they are having trouble making payments. Support options are available in the Rentstart Bond Loan Account Management policy.

Rentstart Bond Loan Payments

The fortnightly payment amount is calculated by dividing the total loan amount by the number of fortnights in the chosen payment plan. If the calculated payment is less than $10 per fortnight, the minimum payment will default to $10. Payments are rounded up to the nearest dollar.

Examples of how this fortnightly payment amount is calculated and how the minimum amount is applied is shown in the table below.

Table 2 Impact of minimum payment amount

Clients can make additional payments at any time to pay off their loan faster. However, if a client’s account goes into credit, the extra funds cannot be refunded until the loan is fully repaid and finalised.

This ensures that Homes NSW retains its interest in the bond until the loan is settled, in line with the Residential Tenancies Act 2010 and the Bond Loan Agreement.

Repeat assistance within a 12 month period

Homes NSW may provide another Renstart Bond Loan within a 12-month period if the client:

• has fully repaid their previous Bond Loan before the tenancy ends, or
• is up to date with their current Bond Loan repayments.

In exceptional circumstances, Homes NSW may approve a second Bond Loan within 12 months even if the client does not meet these conditions. In these cases, the second loan will be limited to no more than 50% of the bond amount.

To be considered under exceptional circumstances, the client must show a compelling need to move, such as:

• a significant change in their housing needs (for example, overcrowding or safety concerns)
• a need to remain connected to essential medical and support services
• the sale of their current rental property, resulting in the end of their tenancy.

Each request is assessed individually under the Rentstart Bond Loan Account Management policy.

Change of name requirements when a Rentstart Bond Loan is active

If a client changes their name during the term of a Rentstart Bond Loan, they must notify Homes NSW. This ensures:

• their account records remain accurate
• any refunds or arrears actions can be managed correctly.

To update their name, the client must:

1. complete the Advice of name change form
2. submit the form to a local Homes NSW office or participating community housing provider
3. provide acceptable  proof of the name change, such as:
   • a Deed Poll
   • a Change of Name Certificate, or
   • a Marriage Certificate.

Staff must sight the original documents and save copies of the evidence to the client’s digital file.

The Bond Loan Agreement does not need to be reissued, but Homes NSW must update the client’s details in its computer system.

3.3 Advance Rent

Clients may receive Advance Rent if they:

• are receiving a Rentstart Bond Loan, or
• are moving into accommodation where a bond cannot be lodged with the NSW Rental Bond Board.

Advance Rent can be used for accommodation such as:

• caravan parks
• registered boarding houses
• hostels.

In some situations, Homes NSW may also approve Advance Rent for unregistered boarding houses when a support worker or provider confirms the accommodation is appropriate. In these cases, Homes NSW may use discretion to pay up to the equivalent of two weeks of the occupancy fee.

If the accommodation, such as a caravan park, requires a bond, the client may apply for a Rentstart Bond Loan. Standard eligibility criteria will apply.

Clients approved for Rent Choice may also be eligible for Advance Rent. Their eligibility will be assessed using the Eligibility criteria for Rentstart assistance products, including income limits, residency requirements and housing need.

Repeat assistance within a 12 month period

Homes NSW generally provides Advance Rent only once in a 12-month period. In exceptional circumstances, a client may receive additional Advance Rent if they have a compelling need to move and begin a new tenancy.

A compelling need includes situations where:

• there has been a significant change in the client’s housing needs (for example, overcrowding or safety concerns)
• the client must stay connected to essential medical or support services
• the client’s current tenancy is ending because the property has been sold.

Each request is assessed individually, and clients must meet the Eligibility criteria for Rentstart assistance products.

3.4 Rentstart Move

Rentstart Move is financial assistance available to public housing tenants who:

• are leaving their public housing tenancy voluntarily
• are leaving because they were on a short-term 6-month lease (for example, Emergency Temporary Accommodation)
• are leaving under the Transition of tenancy policy.

These clients are not eligible for standard Rentstart products such as Bond Loans, Advance Rent or Temporary Accommodation. They can still apply for Rentstart Move to help them relocate to private rental housing.

Clients may apply for Rentstart Move before their Homes NSW tenancy ends, as soon as they have found a private rental home. They cannot apply if the rental bond for the new property has already been lodged with the Rental Bond Board.

If joint tenants separate at the end of their public housing tenancy, each person may apply for Rentstart Move on their own.

If approved, the client can receive a Rentstart Bond Loan for up to 100% of the rental bond. This loan is:

• interest-free, and
• repayable under the same terms and conditions as Rentstart Bond Loans for all eligible clients. 

Clients who receive Rentstart Move cannot receive Advance Rent for 12 months after receiving this assistance.

Receiving Rentstart Move does not affect a client’s eligibility to apply for social housing in the future.

For more information about Rentstart Move, go to the Eligibility criteria for Rentstart assistance products section of this policy. 

3.5 Tenancy Assistance

Tenancy Assistance is a one-off payment from Homes NSW. It helps eligible clients in the private rental market who have fallen behind in rent or water payments. This support is designed to help clients stay in their current home and avoid eviction.

Tenancy Assistance can be provided only once every 12 months. The client must also have a written agreement with their landlord or agent that the tenancy will continue for up to 12 months.

Tenants living in social housing are not eligible for Tenancy Assistance.

A client is eligible for Tenancy Assistance if they meet the following conditions:

• they are renting a private rental property in NSW
• they are an Australian citizen or permanent resident
• they are eligible for social housing
• they have less than $5,000 in cash assets
• they spend no more than 60% of their household’s gross (before tax) weekly income on rent
• they have a written agreement with their landlord or agent confirming  the tenancy will continue for up to 12 months
• they can provide evidence of:
  • a written notice showing unpaid rent or water charges (such as a letter or account statement)
  • a signed repayment plan between the client and the landlord or agent, or
  • a Notice of Termination issued by the landlord or agent.

A client is not eligible for Tenancy Assistance if:

• they are living in social housing
• they have left social housing but still owe arrears on their public housing tenancy.

Tenancy Assistance can pay for rent arrears, water arrears or both. The maximum amount is up to four weeks’ rent. Most clients will receive less, depending on their repayment plan with their landlord, agent or water provider.

Tenancy Assistance is provided as a grant and does not need to be repaid.

Repeat assistance

A client can receive repeat Tenancy Assistance more than once in a two year period but the amount they can receive is limited.

If a client applies again within two years, Homes NSW will provide a maximum of:

• two weeks’ rent for an unfurnished property, or
• three weeks’ rent for a furnished property.

If the client’s situation is serious and could cause homelessness for dependent household members, Homes NSW may approve the full four weeks of assistance.

For more information, go to the Eligibility criteria for Rentstart assistance products and Circumstances in which Rentstart Assistance will not be provided sections of this policy.

3.6 Temporary Accommodation

Purpose of Temporary Accommodation

Temporary Accommodation is short-term accommodation support provided by Homes NSW and participating community housing providers. It is designed to help people who are homeless or at risk of becoming homeless by giving them a safe place to stay while they look for more stable housing.

Temporary Accommodation is usually provided in low-cost motels, caravan parks or other similar short stay accommodation.

Temporary Accommodation acts as a bridge while the client works towards securing long term housing. It gives them time to:

• find or enter crisis accommodation
• look for a private rental home, or
• connect with Specialist Homelessness Services (SHS) for support.

It is not long-term housing. It is a short-term safety measure to help clients stabilise their housing situation and plan their next steps.

Temporary Accommodation can be provided to Homes NSW tenants while repairs or maintenance are carried out if it is not safe for them to remain in the property.

Provision of Temporary Accommodation

Temporary Accommodation is delivered through Housing Pathways, which includes Homes NSW and participating community housing providers. 

Length of assistance

The length of time a client can stay in Temporary Accommodation depends on their individual housing needs:

• most clients receive accommodation for a few days
• the stay may be extended if the client needs more time to find other housing
• each extension is assessed individually
• decisions are made based on the client’s situation at the time.

There is no automatic entitlement to a set number of days. All assistance is provided on a case-by-case basis. 

Conditions of assistance

To keep receiving Temporary Accommodation the client must follow certain conditions. These conditions help ensure the client is working toward finding safe and stable long-term housing.

The client must:

• actively look for other alternative accommodation options, including crisis accommodation or private rental homes
• accept alternative accommodation options when they are offered
• follow the rules of the accommodation where they are staying
• stay in contact with support services that are helping them
• work on a support plan that focusses on finding longer-term housing.

What is considered appropriate alternative accommodation depends on the client’s individual situation but may include:

• social housing
• private rental, including share accommodation
• registered boarding houses
• crisis accommodation.

If a client refuses an offer of alternative appropriate accommodation, their Temporary Accommodation will stop. To help Homes NSW and community housing providers understand the client’s housing needs and plan for long term solutions, the client must complete one of the following within two weeks of receiving Temporary Accommodation:

• a Change of Circumstances form if they already have a housing application, or
• an Application for Housing Assistance if they do not have an active application.

Clients who are staying in Temporary Accommodation or Specialist Homelessness Service (SHS) accommodation may be eligible for two weeks’ Advance Rent if:

• they secure a private rental home, and
• they are approved for a Rentstart Bond Loan.

Advance Rent is provided as a grant and does not need to be paid back. For more information, go to the Eligibility criteria for Rentstart Assistance products section of this policy.

Payment arrangements

Temporary Accommodation includes financial support to help clients pay for their accommodation.

Most clients are expected to pay a contribution toward the cost of their accommodation. This payment is called a Temporary Accommodation  Contribution. The amount is based on a percentage of the client’s income, so each client’s contribution will be different.

Clients who are escaping domestic or family violence do not have to pay a Temporary Accommodation Contribution. Homes NSW waives the contribution to ensure the client’s safety and financial stability during a crisis.

Tenants provided Temporary Accommodation due to repairs or maintenance making their property unsafe to live in, do not have to pay a Temporary Accommodation Contribution.

For more information about who is eligible for Temporary Accommodation and how contributions are calculated, go to the Eligibility Criteria for Rentstart Assistance section of this policy. 

Temporary Accommodation assessment and eligibility

Temporary Accommodation is available for clients who are homeless or at risk of becoming homeless who meet the Eligibility Criteria for Rentstart Assistance outlined in this policy.

A client may be eligible if they:

• have an urgent housing need
• cannot resolve their housing situation on their own
• meet the residency and income requirements, and
• are not a temporary resident.

In exceptional situations, a temporary resident may receive short term assistance if:

• they are escaping domestic or family violence
• a child in their household is a risk of significant harm, and
• no other safe accommodation is available.

Client responsibilities

Clients who receive Temporary Accommodation are expected to meet certain responsibilities so they can keep receiving support and work towards stable accommodation.

Clients are expected to:

• follow the accommodation provider’s rules
• leave the accommodation in good condition when their stay ends
• make a Temporary Accommodation Contribution, unless they are escaping domestic or family violence, in which case the contribution is waived
• actively look for alternative appropriate accommodation, including crisis accommodation or other short-term options.

To help clients move towards safe and stable housing, Homes NSW works with them to create a Temporary Accommodation Support Plan. This plan lists the steps the client and their housing provider will take together.

Clients must:

• visit or contact their local housing office within three working days of starting Temporary Accommodation to complete the Support Plan
• make contact again within two working days each time their stay is extended
• submit a Change of Circumstances form if they already have a housing application, or
• submit an Application for Housing Assistance if they do not have one within two weeks of their initial stay.

Clients do not need to check out of the accommodation or remove their belongings to attend meetings or complete these steps.

If the client:

• remains in contact with Homes NSW or their community housing provider, and
• follows the actions in their support plan,

they will continue to receive Temporary Accommodation assistance.

Temporary Accommodation Contribution

All clients 18 years or older who are approved for Temporary Accommodation must contribute to the cost of their stay. The only exception is for clients who are fleeing domestic or family violence. These clients do not have to pay a contribution.

This payment is called the Temporary Accommodation Contribution.

The Temporary Accommodation Contribution:

• helps cover the cost of the client’s accommodation, and
• supports clients to prepare for renting in the private market by building the skills and financial habits needed to sustain a private rental tenancy.

Homes NSW works with each client to calculate the amount based on their assessable income.

Community housing providers use their own internal processes to make sure their clients also contribute to the cost of their accommodation. 

If a client needs to stay in Temporary Accommodation beyond the initial period, they will be asked to pay a Temporary Accommodation Contribution before their extension is approved.

This payment covers the time already spent in accommodation. It is not a pre-payment for future assistance.   

How the Temporary Accommodation Contribution is calculated

Homes NSW calculates the Temporary Accommodation Contribution in the same way it calculates a client’s rental subsidy. The amount is based on:

• 25% of assessable income, plus
• 15% of Family Tax Benefit A and B, if they receive it
• this total is divided by seven to get a daily amount
• the daily amount is multiplied by the number of days the client stays in Temporary Accommodation.

Homes NSW assesses income and assets using the Assessable and non-assessable income and assets table.

If a client has no income, Homes NSW will help them apply for Centrelink payments.

How Temporary Accommodation Contributions are managed

Temporary Accommodation Contributions are managed using the following guidelines:

• during the initial assessment, Homes NSW will explain to the client that:
  • the initial Temporary Accommodation booking is usually up to five days
  • if they need to stay longer, they must pay a Temporary Accommodation Contribution
  • Homes NSW will let them know how much their contribution will be.
• to keep receiving Temporary Accommodation the client must contact their local Homes NSW office:
  • within 3 days of starting their initial TA
  • within two days of any extension.
• during the first contact, staff will help the client to create a support plan. This plan lists the steps that will help them move from Temporary Accommodation into more stable housing.
• before an extension is approved, the client must:
  • pay their Temporary Accommodation Contribution, and
  • show proof of payment.

If a client finds their own Temporary Accommodation that costs less than their Temporary Accommodation Contribution, they can choose to stay there instead.

Clients can pay the Temporary Accommodation Contribution through:

• BPay
• ePay
• Australia Post
• Service NSW.

Social housing provider responsibilities

Social housing providers must support clients who are homeless or at risk of becoming homeless. Their role is to help clients find alternative appropriate accommodation. They will:

• talk with the client and listen to them to understand their housing needs
• work with the client to create  a Temporary Accommodation Support Plan
• connect clients with other housing assistance and services. This may include:
  • Specialist Homelessness Services (SHS) for ongoing support
  • private rental assistance like Rentstart Bond Loans or Advance Rent
  • social housing, if the client is eligible
• encourage the client to accept referrals to support services. These services can help with health needs, money issues, family support or finding long term housing.

Declining Temporary Accommodation because of client behaviour

Homes NSW may refuse to provide Temporary Accommodation or may decide not to extend it, if the client has not met their responsibilities in the past six or twelve months.

Homes NSW may not offer or extend Temporary Accommodation if, in the last six months, the client has:

• not stayed in contact with support services
• not paid their Temporary Accommodation Contributions
• damaged property or taken part in antisocial, unsafe or disruptive behaviour while receiving Temporary Accommodation.

Homes NSW may also refuse to offer or extend Temporary Accommodation if, in the last twelve months, the client has:

• refused a reasonable offer of alternative appropriate accommodation, meaning a property that was suitable for their needs and available at the time.

Homes NSW taxation requirements

Homes NSW must follow Australian Tax Office (ATO) guidelines. To do this, it must collect valid tax invoices from Temporary Accommodation providers so that the Goods and Services Tax (GST) is recorded correctly.

Homes NSW prefers to work with providers who:

• are registered for GST
• have an Australian Business Number (ABN).

This makes payments easier and helps Homes NSW meet its tax obligations.

Homes NSW may make agreements with providers that allow Homes NSW to create invoices on the provider’s behalf. These invoices are called Recipient Created Tax Invoices (RCTIs).

If Homes NSW issues RCTIs:

• Homes NSW creates the invoice, not the provider
• the provider must have an ABN and be registered for GST
• there must be a written agreement between Homes NSW and the provider, following ATO guidelines
• if there is no RCTI agreement, Homes NSW may use other approved payment methods.

Community housing providers that offer Temporary Accommodation follow their own organisation’s tax procedures, which may be different from Homes NSW. 
 

3.7 Eligibility for Rentstart assistance

To be eligible for Rentstart, applicants generally need to meet both the Eligibility criteria for social housing and, in most cases, a cash assets limit.

Each Rentstart product also has its own specific rules. The social housing income eligibility requirement will be waived for people experiencing domestic or family violence.

Former social housing tenants who are not eligible to be listed on the NSW Housing Register due to their former tenant category can apply and may be eligible for Rentstart assistance, as long as they meet all other eligibility criteria. For more information on eligibility for specific Rentstart products, go to the Eligibility criteria for Rentstart assistance products section of this policy.

There are also some circumstances where consideration will be given to assist a client who does not meet these criteria. For more information, go to Clients that may require special consideration.

Rentstart assistance will not be provided if the rent for a property is clearly more than the applicant can afford. The rent should not be more than 60% of the household’s total gross (before tax) weekly income. If the rent is higher, the applicant must show:

• they can still cover reasonable living expenses
• they can keep up with Bond Loan payments (if applying for a Bond Loan or Rentstart Move), and
• they are likely to keep the tenancy for at least 12 months.

When checking if the rent is affordable, all types of income are assessed, including wages, maintenance payments, Family Tax Benefit Parts A and B and other allowances, even if they aren’t included in the income eligibility assessment for social housing.

Commonwealth Rent Assistance is counted as a full (100%) contribution towards rent. For example:

• If a single person receives a Jobseeker Payment of $218.55 per week and Commonwealth Rent Assistance of $53.60 per week, the affordable rent is calculated as:
  • $218.55 × 60% = $131.13
  • $53.60 × 100% = $53.60
  • Total affordable rent = $184.73 per week

If an applicant is seeking a Rentstart Bond Loan for a Private Rental Subsidy tenancy, affordability is assessed based on the rent after the subsidy is applied.

If an applicant is approved to pay rent higher than the Private Rental Subsidy benchmark, we will check that the rent does not exceed 60% of the household’s total gross weekly income before approving a Bond Loan. For more information about Private Rental Subsidy benchmarks, go to Private Rental Subsidy.

5. Legislation and compliance

Homes NSW and some community housing providers can offer private rental assistance to eligible clients.

This assistance is provided under the Housing Act 2001.

6. Related documentation

• Social Housing Eligibility and Allocations policy supplement
• Private Rental Assistance policy
• Private Rental Assistance policy supplement
• Eligibility for Social Housing policy
• Children and Young People at Risk policy
• Appeals policy

7. Further information

Appeals and review of decisions

If a client does not agree with a decision made by a social housing provider, they should first speak with a staff member from the organisation that made the decision.

If the client still believes the decision is unfair or incorrect, they can request a formal review. 

For more information on how reviews work, clients can read Appealing a housing decision or the Appeals policy. This policy applies to anyone receiving help from Homes NSW whether they applied through

• a Homes NSW local office
• a Housing Pathways community housing provider
• the Homes NSW Housing Response Centre.