Homes NSW's responsibilities to community housing tenants

We are committed to providing services that are:

• fair and accessible
• fast and efficient
• accurate and honest
• private and confidential
• tailored to your needs.

Reviewing decisions

If you feel we have made a decision that affects your entitlements, or was incorrect, you can request a review. Reasons to review a decision include:

• your situation wasn’t fully considered
• the decision does not reflect Homes NSW policy
• the policy was misunderstood
• the procedures used to read the decision were incorrect.

Under Housing Pathways, each provider reviews their own decisions about eligibility, priority and entitlement. The review will confirm if the decision was fair and the correct procedures were followed.

There are two levels of appeals, first tier and second tier.

• First tier: an internal review by the relevant housing provider
• Second tier: an independent review by the Housing Appeals Committee

Tenancy agreement

We comply with the rights and obligations of a landlord under the Residential Tenancies Act 2010. These rights and obligations are outlined in the Tenancy Agreement you sign when you start a tenancy in a Homes NSW Housing or Aboriginal Housing Office property.

For more information on starting, managing and ending a tenancies, visit the Starting a Tenancy policy, During a Tenancy policy and Ending a Tenancy policy.

For more information about the rights and obligations of landlords and tenants visit the NSW Fair Trading website.