PolicyHome VisitsSDMS ID Number P2102/0179-038SDMS Title Home Visits – Policy – P2102/0179-038Effective From 1 October 2013Applies to All Housing Tasmania tenantsCustodian Manager Housing StrategySummary This policy outlines how Housing Tasmania conducts home visit

and what functions can be completed at a home visit.Replaces Doc. No. n/aAuthor Area Housing Strategy – Social and Affordable Housing Policy UnitContact Manager, Housing OperationsReview Date October 2017

Policy Purpose Part of Housing Tasmania’s role is to regularly inspect all of the Housing Tasmania homes across Tasmania and make sure they stay in good condition. This is part of the role as owner of Government assets.One of the best ways of doing this is through home visits.Home visits allow Housing Tasmania to also ensure that all other aspects of the tenancy are ok, and that the conditions of the lease are being met, including the condition of the property.

The intent of this policy is also to ensure clients: receive a service that is client focussed are responded to in a timely way receive services that are integrated and responsive to

prevent and reduce episodes of homelessness or repeat episodes of homelessness

are serviced by a skilled and supported workforce are treated equally and with respect

Specifically, this policy aims to ensure that: tenants understand what types of home visits Housing

Tasmania does and why outline the timing of when property inspections can be

expected to occur and how tenants are notified what may occur at a home visit when a lease is renewed it is understood that some visits are planned and some

are not it is clear that Housing Tasmania needs to discuss all

tenancy issues with the person that has signed the lease – the tenant.

Application This policy applies to Public and Aboriginal Housing properties and Direct Tenancies. It covers situations of Housing Tasmania staff visiting tenants in their Housing Tasmania homes.

Types of Home Visits

Housing Tasmania completes different types of home visits. Some of the visits are planned because of the details in the lease or the need to regularly view the property. Others visits not planned and happen because of a need to follow something up like property damage or arrears.The following are the types of Home Visits which can occur:AnnualAll Housing Tasmania Annual property are inspected

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approximately once a year. At these visits, Housing Tasmania will complete an inspection report that the tenant also needs to sign.During this visit other issues may be discussed such as the rental account, condition of property and any changes to your household.Lease ExtensionTenants on a fixed term lease need to have their lease extended before it ends and visits to your home may occur to do this. A property inspection may also occur at the same time.During this visit other issues may be discussed such as the rental account, condition of property and any changes to your household.Condition of PropertyThis type of inspection is usually done when there are specific issues or damage. Condition of property home visits will usually be arranged at previous visit to the home. We will usually talk to you about coming back to see if the damage is fixed by you or if you have improved the condition of the property e.g. cleaning, repairs or removing rubbish.Arrears VisitsThese visits happen if Housing Tasmania needs to speak to tenants face to face, rather than on the phone about the rental account. These visits may occur if Housing Tasmania cannot contact the tenant on the telephone or when there are high arrears.

Advising tenants of home visits

When Housing Tasmania needs to visit because it is time to do an annual inspection or the lease needs to be renewed, Housing Tasmania staff will notify to the tenant at least 24 hours before the inspection. If sending a letter, it will include the date and approximate time Housing Tasmania will be visiting the home. Tenants must contact Housing Tasmania to change the time and date if they are not going to be home.

Right of Entry If a tenant is not home at the time mentioned in the letter and has not called Housing Tasmania to set another time, Housing Tasmania has the right to enter the property without anyone at home.This is outlined in Section 56 of the Residential Tenancy Act 1997. This law applies to all people renting a home in

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Tasmania.Owners can only do this when advice has been sent to the tenant to tell them when the next visit is planned.Lease extension visits must occur within 28 days of the lease expiring.

Access to Support and Housing Connect

When Housing Tasmania visits tenants in their homes, a discussion about about the lease and how the tenancy in general is going might occur.If there are problems with the property, rental account or there are ongoing problems with neighbours, Housing Tasmania will talk to the tenant about referring them to Housing Connect to assess support needs.Referring a tenant to Housing Connect will only occur with the tenant’s consent. However, if the issues continue, the conditions of the lease are not met and the tenant has refused support to sustain their tenancy, the tenant is putting their Housing Tasmania tenancy at risk.Housing Connect can assess and coordinate support needs through referrals. Housing Connect staff are able to help clients to work out what are the best support service to access. Referrals to the right organisations can help tenants maintain a long and successful tenancy.Housing Connect also assess housing need when assessing support needs. If this is relevant, Housing Connect staff will talk to the client about other housing options. A different type of housing may be the key for that client maintaining a successful tenancy.

Benchmarks Housing Tasmania properties will usually be inspected annually. This applies to both fixed term and non-fixed term tenancies.

Occupational Health and Safety

Staff should always implement appropriate Occupational Health and Safety considerations when undertaking Home Visits. See the Managing Client Behaviour Policy for more information.This includes requesting that tenants and household members refrain from smoking in the property while the Housing Tasmania officers are present and ensuring animals are secure during the inspection.If the inspection cannot be completed for the reasons above, an alternative time will be set. As the property owner, Housing

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Tasmania has the right to periodically inspect its properties.

Legal Framework This Policy adheres to the Residential Tenancy Act 1997 where relevant.

Exemptions If required and we want to include publicly.

Responsibilities/ Delegations

All Housing Operations staff are responsible for ensuring the appropriate application of the policy. Area Managers are responsible for Area management including policy application.

Disclaimer This is a statewide policy and must not be re-interpreted so that subordinate policies exist. Should discrete operational differences exist, these should be expressed in the form of an operating procedure or protocol that must be approved at the same level as this policy.

Audit and Compliance

Failure to comply with this policy, without providing a good reason for doing so, may lead to disciplinary action.Compliance with this policy is monitored by the Manager Housing Services, through the delegated Area Managers.

Procedures and Forms

Home Visits Procedures

Related Policies Ending Tenancies by Legal Action

Glossary n/aPolicy Title and Version Home Visits version 2.0Effective Date 1 October 2013Review Date October 2017Document Number P2102/0179-038Replaces Document Number

n/a

Custodian Housing Tasmania, Social and Affordable Housing PolicyApproved by Manager Housing Strategy

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This Policy may be varied, withdrawn or replaced at any time. Compliance with this directive is mandatory for the Department of Health and Human Services. Please Destroy Printed Copies. The electronic version of this Policy is the approved and current version and is located on the Agency’s intranet. Any printed version is uncontrolled and therefore not current.

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