St George Community Housing

INFORMATION FOR SGCH TENANTS

We deliver service with support, accountability, respect and integrity.
These are our values and we value you.

Your Rights and Responsibilities

As a tenant, you have certain rights and responsibilities. As a tenant of SGCH, you will receive excellent service. The SGCH Customer Service Charter outlines our values and service standards.

For a simple guide on what you can expect from your landlord and for information about how to manage your tenancy please visit the Department of Fair Trading. Here you will find information to help you understand what the tenancy laws in NSW mean for you, at the beginning, middle or end of a tenancy.

Getting Involved

At SGCH we value the input and feedback of our tenants.

SGCH's Tenant Advisory Group (TAG) is a way you can have a say in how the organisation responds to your needs. The TAG meets every two months to plan tenant activities, discuss various issues and provide feedback to SGCH. More recently, they have also planned a number of fundraising activities to assist other Australians in need of support – specifically, those affected by the Queensland floods and Cyclone Yasi.

If you are a tenant of SGCH and are interested in getting involved with the TAG, please contact our Community Development Officer, Rowa Omari via email or by calling the office on 02 9585 1499.

Your Home Your Voice
At SGCH, we value our tenants and their families. As part of the Your Home Your Voice tenant engagement project, SGCH is asking current tenants to participate in our online surveys.

A range of tenant consultation methods including surveys, group consultations and door knocks will be used to engage with a broad sample of tenants throughout August and September.

If you live in community housing and would like to take part, please click here

If you are an affordable housing tenant and would like to take part, please click here

Additionally, as part of the Your Home, Your Voice tenant engagement project SGCH has designed three competitions to encourage SGCH children and youth to get involved. If you are between 4-18 years old, like to draw, write stories or design, then there's something here for you! There are great prizes to be won so check out the details. For more information contact Carol Hamilton via email or phone 02 9585 1499.

Repairs & Maintenance

During the day
For repairs and maintenance issues please contact the Repairs & Maintenance Team on 02 9585 1499

After hours
For after hours emergency maintenance please call our emergency mobile on 0419 406 126. For non urgent repairs please call 02 9585 1499 and leave a message for our Repairs & Maintenance Team. You may also lodge a Request for Repairs Form by email, fax or mail.

Modifications
We appreciate that you want to enjoy and take pride in your home and that you may like to make improvements to your property. If you would like to make an alteration or improvement in your property, please start by completing an Application for Alterations and Additions Form.

Complaints & Appeals

Link to policy 1.11 & 1.12: Complaints and Appeals Policy Link to C&A Factsheet

You have the right to appeal the decisions SGCH makes and/or to complain to us when you are dissatisfied with our service. You will not be disadvantaged or penalised if you choose to appeal or complain. SGCH will respond to your appeal or complaint according to our policy.

You can lodge a complaint or an appeal in writing, by phone, an email or by visiting the office. SGCH has a complaint form and appeal form to assist you.

A Tenants' Advice and Advocacy service may also assist you with information on your rights and responsibilities as a tenant. For your local service please visit www.tenants.org.au.

If you are not satisfied with the outcome provided to your complaint or appeal you may also lodge an appeal to the Housing Appeals Committee (HAC). The Housing Appeals Committee will only review certain decisions. Please visit www.hac.nsw.gov.au for more information.