Your rights if there is a problem
Steps you can take if you don’t agree with a decision Homes NSW has made, or if you believe we have breached your tenancy agreement.
If you think there is an issue with your tenancy and you believe Homes NSW has done something incorrectly, you have the right to try to resolve it. Here are the steps you can take:
- If you think we have not followed your tenancy agreement or our responsibilities under the Residential Tenancies Act 2010
- If you think we have made an incorrect decision about something else and you’d like it reviewed
Steps to take if you think Homes NSW has not followed your tenancy agreement
If you think we have not followed our tenancy agreement with you or not followed our responsibilities under the Residential Tenancies Act 2010, you have the right to:
Start by contacting your local Homes NSW office. In many situations, they can help.
Call the Tenants’ Union of New South Wales for advice and advocacy services at 1800 251 101.
Call NSW Fair Trading, who have an advisory service. You can reach this service on 13 32 20.
If none of these options have resolved your issue, the final option is to apply to the NSW Civil and Administrative Tribunal.
NSW Civil and Administrative Tribunal (NCAT)
You can make an application to the NSW Civil and Administrative Tribunal (NCAT) if you believe that Homes NSW has breached your tenancy agreement or the Residential Tenancies Act 2010. You can also talk to NCAT by calling 1300 006 228.
Steps to take if you think Homes NSW has made an incorrect decision about something not related to your tenancy agreement
If you think we have made an incorrect decision about something not related to your tenancy agreement or the Residential Tenancies Act 2010, and you’d like that decision reviewed, you can:
start by talking about your concerns with a client service officer.
ask to have the decision reviewed by filling in the online Application for review of decisions form or get a copy of the form from your local Homes NSW Housing Services office or download a copy (PDF 343.9KB).
If your issue is still not solved, the Housing Appeals Committee (HAC) can handle the next level of appeals of decisions made by Homes NSW and by community providers. You can start an appeal online with HAC or contact them directly. For more information, please see the Appeals and reviewing decisions factsheet.
For more about your rights as a Homes NSW, see Your rights.