PolicyMatching and Offering a Property to a ClientSDMS ID Number P2012/0178-014SDMS Title Matching and Offering a Property to a Client – Policy –

P2012/0178-014Effective From 15 June 2015Applies to Housing Tasmania clientsCustodian Housing TasmaniaSummary This policy outlines the process for Housing Tasmania matching

and offering a property to a client.Replaces Doc. No. n/aAuthor Area Housing Strategy – Social and Affordable Housing Policy UnitContact Manager, Housing OperationsReview Date June 2018

Policy Purpose Matching and offering a property to a client is step 4 in the 4 step process for housing assistance with Housing Tasmania as per below:Step 1: Establishing eligibility for Housing Tasmania through

Housing ConnectStep 2: Establishing entitlement and level of housing need

(General or Priority) (Housing Assessment Prioritisation System Policy and Procedures; Bedroom Entitlement Policy and Procedure; and Proof of Identity Policy);

Step 3: Allocation review to confirm household composition has not changed from the assessment with Housing Connect, and to confirm the client’s income and assets are within the Housing Tasmania threshold for allocating properties. (Allocation Interview with Housing Tasmania Policy); and

Step 4: Allocating an appropriate property (Matching and Offering a Property to a Client Policy).

Policy Intent The intent of this policy is to ensure clients: receive a service that is client centred 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, and have their rights respected throughout the process.

Background Social housing and support is a limited resource which must be directed to those who need it most. It is the aim of Housing Tasmania to offer Priority applicants a suitable property as quickly as possible.Housing Tasmania allocates vacant properties to applicants on the waitlist. Housing Tasmania properties are a limited and valuable resource and eligible applicants will almost always have to wait a period of time before a property with the benefits and features that matches their need, becomes available.This is particularly so if an applicant has chosen a popular area that has high demand and little turnover or an area where there is limited public housing stock. In these circumstances it may take much longer for a suitable property to become available. In

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general it is difficult to estimate how long it will take for a property to be allocated. Applicants are allocated a public housing property according to their level of need (General or Priority) and date of entry onto the waitlist.

Housing Connect Housing Connect provides integrated housing and support services. The aim to link clients into support that will assist them to retain their tenancy or improve access to longer term stable housing.Housing Connect can provide clients with information about what housing options and support are available. Housing Connect staff are able to help clients work out what are the best housing and support services to access.One of the overall aims of Housing Connect is to move clients out of crisis accommodation or off the streets into long term affordable accommodation as quickly as possible.Eligible applicants will have a wait time, so it is important that applicants consider all housing options.

Offer Process The offer process includes the following steps: defining the benefits and features of the property matching applicant entitlements and property

characteristics establishing the suitability of an offer through an

allocation review responding to declines, and identifying special considerations when allocating.

Contacting the Client

It is important applicants contact Housing Connect if there are any changes to their circumstances. Having accurate and up-to-date information assists in being responsive to housing or support need in a timely way. Changes to the applicant’s situation may change the level of housing need or change the type of property that is required.The offer process begins when the applicant’s needs are identified as a potential suitable match for an available property. For this to happen in a seamless way, it is essential that client contact details are up to date.

Allocation Review An allocation review is specifically to confirm the applicant’s Page 3 of 6

household composition has not changed from their assessment and to confirm the income and assets falls within Housing Tasmania’s threshold for allocating a property.This is applied to new and transfer applicants.

Suitable Offers A suitable offer is based on the information provided on the application and confirmed through the allocation review. It is one which meets all of the applicants assessed household needs and entitlements including:

bedroom entitlement requirements for modifications (where relevant) locational need and preferences, and safety considerations.

If an offer does not meet one or more of these specifications, it will not be considered a suitable offer and therefore generally will not be made.Where clients have chosen to receive offers of properties from more than one housing provider, they will only receive one housing offer at any point in time, that is; they will not be offered a property managed by Housing Tasmania at the same time as being offered a property managed by a different provider.

Property offers and unreasonable rejections

Eligible clients may receive one reasonable offer of housing from Housing Tasmania.If the offer is rejected and the reason given is unreasonable, the application will be suspended for six months.This means that during this time, the applicant will not receive an offer from Housing Tasmania. The applicant can still receive property offers from Community Housing Organisations while their application is suspended if they have given consent to share their application information.Once the suspension period is over, the application wait time will be reset to the day the suspension is lifted.Offers outside the area may be made on occasions where appropriate. If a client rejects such an offer, this will not considered an unreasonable rejection.

Engaging the Client Clients who access Housing Connect for housing assistance may Page 4 of 6

and Support have a range of support needs required to sustain their tenancy. This support will be for the duration of need.Clients may be provided with information on a range of support options to allow them to make the best decision about securing support based on their needs, for example:

financial assistance budgetary advice mental health services drug and alcohol services child, family or parenting services, and /or practical assistance (such as help with housework,

cooking, grocery shopping and paying the bills).Property allocation is the first opportunity for Housing Tasmania to engage with a client, working with the client to achieve a successful tenancy.

Signing the Tenancy Agreement

Housing Tasmania will aim to schedule an appointment with an applicant to sign the Tenancy Agreement within five days of the applicant’s formal offer acceptance.

Discretion Discretion allows organisations to be more responsive through early intervention/prevention.Discretion may be applied to a client’s application for housing assistance and/or support at the time of assessment with Housing Connect.The Area Manager with Housing Tasmania has the discretion to make decisions to allocate their vacant property to a client out of order, where a reasonable case has been presented. The decision must be adequately documented on the relevant tenancy file.This supports the creation of mixed communities which promotes social and economic opportunities for clients.

Responsibilities Housing Operations staff team leaders are delegated to sign off on the allocation of public housing properties.

Legal Framework This Policy adheres to the Residential Tenancy Act 1997 and the Family Violence Act 2004 where relevant.

Exemptions n/a

Responsibilities/ All Housing Operations staff are responsible for ensuring the

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Delegations appropriate application of the policy. Area Managers are responsible for 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 the responsibility of the Manager Housing Services, through the delegated Area Managers.

Related Policies Housing Tasmania Eligibility Policy Housing Assessment Prioritisation System Policy Allocation Review Policy

Glossary n/aPolicy Title and Version Matching and Offering a Property to a Client Version 6.0Effective Date 15 June 2015Review Date June 2018Document Number P2012/0178-014Replaces Document Number

n/a

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

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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