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Rights and Responsibilities

At Salvation Army Housing  (SAH) we know that creating a new home can be stressful and we will do our best to make the process as simple as possible. 

To do this we recognise that we need to agree on how we can best work together.  It is a two way process.

Privacy and Confidentiality

SAH is subject to the Commonwealth Privacy Act 1988, the Information Privacy Principles Instructions issued in July 1992 as well as the State Records Act 1997 which govern the collection, security, use and disclosure of personal information and health information respectively. 

We may collect:

  • Personal information about you that helps us find accommodation
  • Give your phone contact number to contractors to arrange repairs with your consent
  • Discuss tenancy issues with your support worker
  • Disclose information to include housing and other support services that you may require, for example counselling services, health services and financial support 
  • Release information where this is required by law, for example, on written request from authorities such as Centrelink and the Australian Taxation Office
  • Disclose information to other government agencies or statutory bodies for purposes including child protection, health reasons, law enforcement and investigation, where authorised to do so under the act or by any other law
  • Provide information to third parties for the purposes of debt recover

The information about your tenancy is securely kept in our offices in your tenant file and in our electronic Tenant Management System. These include items such as your original application, tenancy agreement, rent reviews, property inspections and copies of all letters sent and received.

You have the right to access and correct your personal information held by us. If it is incorrect or incomplete you can ask us to correct it. To discuss your information or correct it, please talk to your Housing Worker.

For further information about what we do with your personal information, or to make a complaint about a breach of privacy, you can speak to your Housing Worker or you can contact the State Manager at your local SAH office.

Interpreter Services

Should English not be your first language or if you are hearing impaired, we are able to arrange a translator to attend your appointments.

Please discuss this with your Housing Worker or Support Worker if these services are required.

Your commitment to Salvation Army Housing

As a tenant we ask you to:

  • Treat our employees respectfully
  • Provide us with accurate information, openly and honestly
  • Read, or have read to you, any information that we send or give to you
  • Reply to our requests by the due date
  • Contact your Housing Worker  if your income or household changes
  • Contact your Housing Worker  if you need further information
  • Provide feedback about the quality of our service so we can continue to meet your needs.

If you think that we are not meeting the standards we have said we will provide, we ask you to let us know as soon as possible. We will respond to your questions and comments quickly and appropriately. 

If you are unsatisfied with our response, we ask you to follow our complaints and appeals procedures as outlined in the brochure that is part of your tenancy pack.

Your Rights

SAH is committed to the fair and just treatment of all  our tenants.

As a tenant you have the right to:

  • Be treated in a fair and non-discriminatory way
  • Be treated with respect
  • Access safe and secure housing
  • Be consulted about your housing needs and preferences
  • Have your personal information treated as confidential and private
  • Be consulted on changes to the way your tenancy is managed
  • Complain and appeal decisions
  • Use advocates
  • Access your own information on file.

Our Obligations

SAH is obliged to:

  • Provide the premises in a clean and reasonable state
  • Maintain and repair the premises (having regard to their age, character and prospective life)
  • Allow the tenant peace, comfort and privacy
  • Pay council rates and land tax charges
  • Pay sewer charges
  • Keep proper records of rent received during the tenancy
  • Provide and maintain locks to ensure the premises are reasonably secure
  • Complete and provide two signed inspection sheets and an information brochure to the tenant at the commencement of the tenancy.