Tenant
Information
Handbook
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AnglicareSA Housing Limited
Property Management by AnglicareSA
15 Ridgeway Road, Edinburgh North SA 5113
Welcome to AnglicareSA Housing
Email: [email protected]
Maintenance: [email protected]
Office Hours (9am – 5pm): (08) 8209 6660
After Hours (5pm – 9am):
Fax:
(08) 8209 5428
(08) 8209 6636
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Contents
INTRODUCTION ............................................................................................................................... 4
WHAT ELSE SHOULD I KNOW.......................................................................................................... 4
PAYING YOUR RENT ........................................................................................................................ 4
WHAT WE EXPECT FROM YOU AS A TENANT ................................................................................. 5
WHAT YOU CAN EXPECT FROM US AS A LANDLORD ...................................................................... 6
BOND – HOW MUCH DO I NEED TO PAY ........................................................................................ 6
RENT – HOW MUCH WILL I PAY ...................................................................................................... 6
PROPERTY INSPECTIONS ................................................................................................................. 6
MAINTENANCE ................................................................................................................................ 7
WHAT MAINTENANCE IS MY RESPONSIBILITY ................................................................................ 7
ASSET MANAGEMENT ..................................................................................................................... 8
IF YOU GO AWAY FOR MORE THAN 6 WEEKS ................................................................................ 8
WHO CAN LIVE WITH YOU .............................................................................................................. 8
VISITORS – HOW LONG CAN THEY STAY ......................................................................................... 9
PETS ................................................................................................................................................. 9
ALTERATIONS, ADDITIONS AND IMPROVEMENTS PROCEDURE .................................................... 9
WATER............................................................................................................................................. 9
RUBBISH CLEARANCE ...................................................................................................................... 9
PROBLEMS OR COMPLAINTS .......................................................................................................... 9
SERVICE USER RIGHTS ................................................................................................................... 10
SUMMARY OF GRIEVANCE PROCEDURE....................................................................................... 10
MOVING OUT ................................................................................................................................ 11
AFTER HOURS EMERGENCY MAINTENANCE PROCEDURES.......................................................... 12
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INTRODUCTION
AnglicareSA Housing is a large Community Housing Provider established to provide secure and
affordable housing.
AnglicareSA Housing, on behalf of the Anglican Church, expresses God’s love for individuals,
families and communities by:

Making a positive difference to quality of life

Responding to needs and issues in ways which enhance dignity and integrity

Promoting social justice
AnglicareSA Housing Limited was established:

To provide accommodation for low income households on a not for profit basis, particularly
for households in immediate financial need, or who have at that time specific physical,
mental or social disabilities which mitigate against the acquisition or successful use of
private or public housing.

To assist tenants to gain access to other community resources and services.

To liaise with Government departments and other organisations and agencies interested in
the provision of accommodation to low income households in financial need or with
disabilities which alleviate against the successful acquisition or successful use of private or
public housing.
WHAT ELSE SHOULD I KNOW?
AnglicareSA Housing does not provide:

Lawn mowing or gardening

Furniture, linen or any other household items

Curtains, blinds or any other window dressings

Air conditioning

Antennas/Light fittings
PAYING YOUR RENT
AnglicareSA Housing main office is based at 15 Ridgeway Road, Edinburgh North SA 5113.
We are always happy to chat to you about your rent - please phone 8209 6660.
You can pay your rent by the following methods:

Centrepay deductions - (Centrelink pays your rent directly to us)

At any branch of the ANZ Bank (you must use a deposit book provided by us)

Posting a money order to 15 Ridgeway Road, Edinburgh North SA 5113
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It is your responsibility to pay your rent
Please note that:

Rent must be paid two weeks in advance at all times.

Rent is due each fortnight depending on when you sign up and when you receive
income.

If you are experiencing difficulty in paying your rent because of family, financial or social
problems, please contact us as soon as possible to talk about your situation. We may
be able to refer you to some services to help.

If you fall behind in paying your rent and do not contact your Tenancy Worker to arrange
a payment plan, AnglicareSA Housing, under the terms of your Tenancy Agreement, will
have no choice but to take the matter to the Residential Tenancies Tribunal.
Your discussions with the housing staff will be kept strictly confidential and everything
possible will be done to assist you to stay in your home and catch up with your rental
arrears
WHAT WE EXPECT FROM YOU AS A TENANT
These are ten basic things that you are required to do:

Pay your rent on time

Keep your home clean

Mow your lawns and weed your garden

Do not break things intentionally or through being careless eg accidentally breaking a
window you may have to pay to have it repaired.

Respect your neighbours right to live in peace – no regular late-night noisy parties, etc.
Residential Tenancy Tribunal laws have now changed and have made it possible for
neighbours to complain and request a Hearing at the Residential Tenancies Tribunal
against disruptive neighbours.

Do not use the place for “illegal purposes” (this includes making/growing/using illegal
substances).

Seek permission in writing to keep a pet before you bring it home.

Seek permission before making any alterations, fixtures or renovations to the property.

Provide us with details of your income every 6 months (Rent reviews are conducted
twice a year – although you can request one at any time if your income increases or
decreases).

Only the people nominated at the beginning of your tenancy are able to live at the
property- we have exemptions from the Residential Tenancies Tribunal prohibiting
subletting.
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WHAT YOU CAN EXPECT FROM US AS A LANDLORD
These are some basic things that we are required to do:

Make sure your home is clean when you move in

Maintain the property and repair things promptly when they need repairing

Give you notice if we want to come into your home

Give you a receipt when you pay rent (unless you pay your rent automatically then we
must provide you with a rent statement upon your request)

Provide and maintain your locks

Carry out an inspection with you when you move in (and out)
BOND – HOW MUCH DO I NEED TO PAY?
The Bond required is equivalent to 4 weeks rent. If you need a Housing SA bond we can give
you a Property Owners Declaration prior to moving in. You will need to take identification and
proof of income to a Housing SA office.
RENT – HOW MUCH WILL I PAY?
At the beginning of your tenancy, together with the Bond equivalent to four weeks rent, you will
be required to pay the first two weeks rent prior to moving in to the property.
The amount of rent you pay depends on how much you earn, eligibility and program criteria.
The amount of rent a household pays is based on the total household income plus any
Commonwealth Rent Assistance (CRA) received. All properties have a market rent. The
maximum rent that any household will pay is 74.9% of the market rent for that dwelling. The
market rent is determined by AnglicareSA Housing, after considering the private market rent for
similar properties of the same standard in the area and any relevant data published on median
rents.
Every six months we review every tenant’s rent. To do this we will send you “Rent Review”
forms and ask you to tell us how much each occupant living in your home earns. You then send
us proof of all occupants income. This could be a letter from Centrelink, several consecutive pay
slips, your last taxation notice or other similar documents.
If you do not provide proof of income, we will have no option but to charge you “Ceiling
Rent” which is the maximum rent we are able to charge under each program agreement.
PROPERTY INSPECTIONS
Periodic inspections will be conducted at the property by a representative from AnglicareSA
Housing. This is to ensure the property is being well maintained by the tenant and to inspect the
condition of the property in relation to upgrading and future maintenance needs.
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You will always be sent a notice not less than 7 days and not more than 14 days in advance to
let you know when we will be inspecting the property.
The following is a guide to the sort of things we expect you to do prior to the inspection:

Clean the entire property ensuring all marks are removed from the walls, doors and
floors

Clean the stove top, grill and oven (inside and out) and wipe over cupboard fronts and
bench tops

Clean the shower alcove, floor and wall tiles making sure any mould or soap is
completely removed, clean basin and bath

Clean the exhaust fans ( the covers come off to enable you to clean them)

Mow the lawns and weed any garden beds

Make sure all rubbish and any old furniture is picked up from the garden, outside areas
and removed.

Remove any mould to ceilings and shower alcoves and ensure rooms are adequately
ventilated to avoid the build-up of mould.
MAINTENANCE
For routine maintenance phone: 8209 6660
After Hours emergency maintenance only (5pm to 9am): 8209 5428
WHAT MAINTENANCE IS MY RESPONSIBILITY?

Any item which is damaged during your tenancy.

Any item which needs repair and is not due to fair wear and tear.

Light globes.

Replacement of plugs for kitchen and bathroom sinks, baths or laundry troughs.

Replacement of lost keys.

Clearing of blocked drains where the blockage is found to be the result of items in the
drain such as toys, nappies, or other objects getting into the drain through the
negligence of the tenant.

Repairs to fly screens and screen doors.

Repairs to damaged gates, fences, doors, doorframes, door locks, and walls.

Mowing lawns and maintaining garden areas.

Repairing broken windows where the breakage has occurred as a result of negligence or
accident.

Replacement or repairs for any damage caused by vandalism or forced entry to the
property. If the breakage has occurred as a result of a break-in AnglicareSA Housing
will pay for repairs providing a police report number is given.
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Please remember that we will repair anything that is a result of fair wear and tear.
Emergency Maintenance will be attended to within 0 - 24 hours of report being received
and normally completed in most cases within 5 days.
This includes: burst water pipes or flooding, blocked toilet, dangerous electrical fault, gas leak,
serious storm or fire damage, significant water/flood damage, serious roof leak, loss of
power/light throughout the house, broken window, or any fault or damage making the property
unsafe or not secure.
Emergency repairs are things that can’t wait until the next day because they are dangerous to
you, the property, or to a neighbour’s property.
Routine Repairs will be attended to within 7-14 working days.
This includes: blocked sink or drains, blocked gutters and down-pipes, dripping taps, internal
door catches or knobs, exhaust fans, fencing problems, pest treatment and minor electrical
problems.
ASSET MANAGEMENT
AnglicareSA Housing remains committed to providing quality accommodation and tenants have
begun to reap the benefits of having a programmed asset management plan to ensure their
property is satisfactory maintained.
Please advise us when repairs have been carried out and let us know if you are concerned with
the quality of the work or the manner in which work has been carried out. It is also important to
advise us if you have not been contacted by our Maintenance team to arrange a suitable time to
attend the property.
IF YOU GO AWAY FOR MORE THAN 6 WEEKS
Our insurance company will not cover us if something happens to a property if it has been
vacant for more than 6 weeks, unless we let them know. So if you must be away from your
home for a long period, please advise us of the period of time you will be absent. You must also
make arrangements to pay your rent while you’re away. It’s also a good idea to leave our phone
number with a family member or trusted friend/neighbour and advise them to contact us in an
emergency.
Please note that the sub-letting of the whole or part of an AnglicareSA Housing Limited property
is not permitted.
WHO CAN LIVE WITH YOU?
Only you, your children and those persons named on your Application for Tenancy can live in
your AnglicareSA Housing house. Exceptions may be made under some special circumstances,
but approval must be sought and gained from the AnglicareSA Housing before anyone else can
permanently live in your home. If you decide to move out, you cannot allow anyone else to live
in the property.
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VISITORS – HOW LONG CAN THEY STAY?
Where an extra person is visiting you and their usual place of residence is Australia, no
adjustment to rent is made for up to four weeks, or if their usual place of residence is outside of
Australia, no adjustment is made for up to twelve weeks.
PETS
Pets are only allowed with written permission. Permission will not be granted if AnglicareSA
Housing believes the property and/or garden is not suitable for the type/size of pet. If
permission is granted, the tenant is responsible for any damage caused by the pet. In addition,
if the pet becomes a nuisance to other tenants or neighbours, permission will be withdrawn and
the pet must be removed from the property. All requests for permission to keep a pet at the
property must be in writing providing details on the proposed pet and forwarded to your Tenancy
Worker at AnglicareSA Housing.
ALTERATIONS, ADDITIONS AND IMPROVEMENTS PROCEDURE
AnglicareSA Housing is committed to the provision of social and affordable housing and support
tenants in maintaining a tenancy. One of the conditions of tenancy, as outlined in the
AnglicareSA Housing Lease Agreement is for the tenants to seek permission prior to
undertaking any alterations or improvements to an AnglicareSA Housing property. Please see
your tenancy worker for further details.
WATER
Water invoices will be forwarded to tenants on a quarterly basis and will be charged as is in
accordance with the terms of your Residential Tenancy Agreement. Payment is required within
14 days of receipt of invoice by the tenant. If you are unable to pay the invoice in full within 14
days payment arrangements must be made with your Tenancy Worker.
RUBBISH CLEARANCE
Please ensure you dispose of all rubbish weekly in the bins provided. If you do not have a bin
when you move into your home, and the local council will not provide them, AnglicareSA
Housing will purchase one on your behalf. If you move, you will need to leave the bin at the
property.
Rubbish collection times vary from area to area and you should contact your local Council for
information about the collection of garbage in your area.
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FEED BACK AND SUGGESTIONS
AnglicareSA Housing welcomes feedback and suggestions for improving our services. You
have the right to question or request information regarding:

Contact with the staff

Access to our services

The standard of the service received

The information we provide
AnglicareSA Housing will be deal quickly, fairly and politely, with no penalty for people
expressing their views.
If you have suggestions for improvement please speak to your Tenancy Workers in the first
instance.
If the issue is not resolved to your satisfaction, you may outline the issue in writing and forward
it to the Manager Tenancy Services.
SERVICE USER RIGHTS
As an AnglicareSA Housing service user you have the following rights:
1.
To be treated with respect
2.
To know that your suggestions and feedback will be heard
3.
To receive services without discrimination
4.
To have confidential discussions with any Housing staff on services
provided
5.
To receive information and options
6.
To make your own decisions
7.
To have privacy respected
8.
To decide which of our additional services you wish to utilise, and how
you would like us to assist you
9.
To request a copy of your file
SUMMARY OF GRIEVANCE PROCEDURE
In the event of a dispute between a tenant or prospective tenant and AnglicareSA Housing, the
following procedures shall apply. Contact AnglicareSA Housing to raise the issue for address.
Where the complaint is against an AnglicareSA Housing management decision, the complaint
needs to be provided in writing.
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MOVING OUT
If you decide to move out, you must let us know as soon as possible providing 3 weeks written
notice is preferred. You are not permitted to arrange for anyone else to take over your tenancy.
When you give notice we will arrange for the Tenancy Worker to carry out a final inspection with
you.
Your home and garden should be left in a clean condition and all rubbish removed from the
premises. You are not responsible for reasonable wear and tear but if we need to remove
rubbish, employ a cleaner or repair damage this will be a charge to you and may be claimed
from your bond if unpaid.
Please remember:

Clean the house (a final inspection guide will be sent to you to assist you with what is
required)

Remove all your belongings and all furniture

Remove all rubbish

Repair any damage

Cancel all utilities:
o
electricity
o
gas
o
landline telephone

Return the keys - rent ceases when keys are returned.

Attend the final inspection at the appointed time

Let people know you’re changing address
Possible people to notify are:

Centrelink

Post Office (to forward mail)

Electoral Office

Department of Transport (Motor Registration)

Insurance Company

Superannuation Company

Bank

Doctor

Video stores, Department stores, Radio rentals, Debtors etc.

Sign your bond refund form.
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Please be advised rent is payable by you until all keys are returned
AFTER HOURS EMERGENCY MAINTENANCE PROCEDURES
Before you call us try the following:
PROBLEM
Gas leaks
ACTION YOU SHOULD TAKE
Turn off the gas supply at the mains (usually attached
to the outside wall out the front/side of the house).
Phone your supplier.
Electric faults or shocks
Turn off electricity at the mains (usually in the hallway
or out the front side wall of the house)
Flip switches to off.
Phone us on 8209 5428
No electricity in the house
Make sure the supplier has not turned off the power to
your area.
Make sure the circuit breakers have not tripped. Flip
switches to off and then back to on.
Make sure the safety switch has not tripped. Flip
switches to off and then back to on. Please check one
switch at a time (leaving all other switches off) to
isolate if it is one of your appliances causing the power
to go off. If one of your appliances is the cause of the
power turning off you may be liable for cost of the
Electrician attending to reinstate your power.
If you still have no power, phone AnglicareSA Housing
on 8209 5428
Burst water pipes
No Gas in the House
No Hot Water
Broken Window
Turn off water supply at the mains water meter.
(usually in the middle of the front garden) and phone
us on 8209 5428
Check that your supplier has not turned off the gas
supply to your area.
Check if the water heater pilot light has blown out. If
the pilot light is still alight, it could be you have used all
your hot water for the day. Check for lighting
instructions on the hot water service. If you still don’t
have hot water the following morning or it is the
weekend, phone the afterhours emergency
maintenance number, 8209 5428.
Phone us 8209 5428
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