During a tenancy - Contact with tenants and access to the property

1. Client service visits

Homes NSW conducts client service visits face to face and virtually to keep up to date with tenancy management needs such as:

• finding out about problems a tenant may be experiencing with their tenancy such as maintenance issues, problems with neighbours, difficulties paying rent or property care issues
• identifying if tenants need support to live independently, or need to be linked in with support services to maintain their tenancy
• ensuring that a tenant aged over 60, or 45 if an Aboriginal and/or Torres Strait Islander person, has been contacted
• confirming who is living at the property and that the correct amount of rent is being paid
• updating Homes NSW's information about the condition of the property
• discussing any plans Homes NSW may have for the property, such as painting or other maintenance
• confirming that both the tenant and Homes NSW are meeting their obligations under the tenancy agreement.

The Homes NSW staff member may request a tenant, or another person present at the time of the visit, to refrain from smoking or vaping whilst the face to face client service visit is being undertaken.

2. New tenancies

A Homes NSW staff member, usually the client service officer managing the property, will visit each tenant shortly after their new tenancy starts. New tenancies include tenants who are in:

• their first tenancy with Homes NSW or the Aboriginal Housing Office
• a new property after a transfer or mutual exchange.

3. What tenants can expect of Homes NSW staff when arranging and conducting client service visits

Tenants can expect that Homes NSW staff arranging and conducting client service visits will:

• Give at least seven days written notice of a face to face client service visit. This is consistent with the Residential Tenancies Act 2010. Virtual client service visits are not mandatory. For more information please refer to the virtual client service visit factsheet for tenants.
• Reschedule a visit for a more convenient time if the tenant advises that the proposed date or time is inconvenient.
• Tell the tenant the purpose of the client service visit.
• Treat the tenant, and household members with courtesy and respect, in line with DCJ Code of Ethical Conduct.
• Enable tenants to arrange to have a support person with them during the client service visit, if they wish. Any client service visit that is to be conducted with the assistance of a support service is to be completed face to face.
• Arrive well prepared for the client service visit by bringing any necessary information or paperwork with them.
• When conducting the visit, wear their Homes NSW photo identification and carry a business card to leave with the tenant if necessary.
• Clearly confirm the outcomes of the client service visit and the broad timeframes for any actions agreed during the visit.
• Keep a written record of any agreements made with the tenant during the visit.

Tenant’s can request that staff wear a mask whilst conducting the client service visit.