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• Tenants are obligated to maintain their property in a clean and safe manner, including the maintaining of internal and external cleanliness. It is a tenant’s responsibility to ensure their lawns and gardens are maintained.
• Tenants can expect at the commencement of their tenancy that the property will be in a reasonable condition free from pests and vermin.
  Tenants are encouraged to take pride in their home. Tharawal Housing Aboriginal Corporation supports all tenants to achieve the best possible outcome for their families.
• Tenants are encouraged to contact their Housing Officer if they need any support or assistance. We understand that at times we may all struggle don’t be ashamed or afraid to ask for assistance.

As a tenant you are responsible for the below:

• Meeting all payment responsibilities including rent, water, bond (if
  applicable) and tenancy charges
• Paying the electricity and gas
• Personally occupying your home
• The behaviour of your family and visitors
• Advising of any changes to your household or income within 28 days

• Tharawal Housing Aboriginal Corporation is committed to ensuring
  that all tenants are treated fairly and not discriminated against.
• There is zero tolerance for harassment or discrimination towards
  any tenant. This includes verbal and physical abuse, discrimination, and threatening behaviour relating to racial, religious, cultural or personal difference. All tenants are responsible for their own behaviour as well as additional occupants and visitors

• Tharawal Housing Aboriginal Corporation outsources maintenance to Hume Community Housing. Hume Community Housing works in close partnership with Tharawal Housing Aboriginal Corporation to provide outstanding service delivery to our people. All maintenance work is undertaken by their accredited contractors.
• Tenants are to report any maintenance or repair needs to their home as soon as practicable. Any maintenance issues reported will be managed in  Accordance with the Repairs and Maintenance Policy.

REPORTING MAINTENANCE

Maintenance issues can be reported by:

• In writing by completing the Repairs Request Form
• By calling our maintenance service provider (Hume Housing) on (02) 9727 0688, 24 hours 7 days a week.

Category – Emergency
Timeframe – 4 hours
Maintenance Covers

• Health, safety and security related emergencies such as (but not limited to) electrical danger, fire, storm etc.
• Gas leakage
• Significant water loss due to a major water pipe failure
• Major sewer overflow internal to premises including internal common areas
• Significant security threats to the premises and/or persons
• Long term damage to the property

Category – Category 1
Timeframe – 24 hours
Maintenance Covers

• Safety or security threats to occupants requiring prompt action.
• No lights working in the home
• Blocked drain outside the home

Category – Category 2
Timeframe – 72 hours
Maintenance Covers

• Situations where there is a functional failure of an essential item or appliance
• Hot-water heaters
• Stoves
• External door locks
• Common area washing machines and dryers

Category – Category 3
Timeframe – 20 days
Maintenance Covers
For general repairs and maintenance requests that cannot wait for the planned works.

Timeframe – From Commencement of tenancy
Responsible for
Light Globes, gardens and lawns, cleaning, connection costs and subsequent accounts.

Timeframe – After first two weeks
Responsible for
Fuses where customer’s appliances have caused the fuses to blow and re-ignition of pilot lights.

Timeframe – After first 3 months
Responsible for
Stove elements (where fault is caused by abuse)

Timeframe – After 6 months
Responsible for
Pest sprays and vermin control. As a general rule pests or vermin are deemed to be the responsibility of the customer. However, Tharawal Housing Aboriginal Corporation is flexible with these decisions, and we are aware of the impact on neighbours of infestations next door.

Therefore Tharawal Housing Aboriginal Corporation will on occasions carry out control measures if an infestation at a Tharawal Housing managed property presents a problem to a neighbour, or where Tharawal Housing Aboriginal Corporation is spraying an adjacent property and an infestation occurs in the immediate vicinity.

Tharawal Housing Aboriginal Corporation undertakes property surveys of all properties managed every 3 years. The data from these surveys is used to plan upgrade works to properties.

Planned works includes but is not limited to:

• Major repairs or replacement of kitchen
• Major repairs or replacement of bathrooms
• Major repairs or replacement to flooring
• Major repairs or replacement of fencing
• Internal and external painting

Tharawal Housing Aboriginal Corporation would like all tenants to make their properties feel like a home as such the following minor alteration are able to be carried out without the consent of Tharawal Housing Aboriginal Corporation.

Minor Alterations

• Hanging of photos and pictures
• Child safety locks
• Child safety gates that are portable
• Telephone line
• Internet access
• Foxtel or pay TV
• Portable shed

Major Alterations

• Erecting of carport or garage
• Building a pergola
• Concrete slabs
• Permanent sheds
• Swimming pools
• Painting internal or external
• Changes or modifications to any permanent fixtures

Tenants are required to given access to Tharawal Housing Aboriginal Corporation Staff or any other persons authorized by Tharawal Housing Aboriginal Corporation to enter the property to carry out routine inspections of the property not more than 4 times in a 12 month period providing written notice is given to the tenant 7 days in advance.

Tharawal Housing Aboriginal Corporation staff or any other person authorized by Tharawal Housing Aboriginal Corporation may enter the property without the consent of the tenant in the following circumstance

• To carry out urgent repairs to the property
• In an emergency
• If all reasonable attempts have been made to enter the property with consent of the tenant and has reasonable cause for serious concerns about the health or safe of the tenant or occupants.
• In accordance with Tribunal