This document defines Homes North’s approach to managing appeals received from applicants and tenants, and determining which decisions can be appealed.
This policy applies to all applicants, tenants or ex tenants of Homes North.
Homes North is committed to the fair and effective management of appeals.
This policy outlines the approach of Homes North in managing appeals lodged by applicants and tenants.
An applicant or tenant has the right to lodge an appeal to Homes North if they disagree with a decision we have made that they believe may affect their application for housing, or their tenancy.
The objective of the appeals process is to ensure that:
All Appeals must be lodged within 3 months of the applicant being notified of the original decision.
Applicants and tenants can appeal decisions made by Homes North including decisions about eligibility for community housing, transfer, offers of housing, repairs and rental subsidy calculations.
Applicants and tenants have a right to appeal most decisions where Homes North has applied a policy to their situation. Some matters come under the NSW Civil & Administrative Tribunal (NCAT), including maintenance and lease issues.
Where possible, applicants and tenants who are not satisfied with our decisions, are encouraged to first speak to the Homes North staff member who made the decision, (or another staff member). If they are still not satisfied with the decision, there are two levels of appeals open to them if their issue is appealable:
First-level appeals are made in writing to Homes North office. Tenants and applicants are encouraged to ask a Homes North staff member for advice on whether their issue can be appealed, as not all issues are eligible for review by Homes North (refer to lists below). Staff may also help the person in completing the form and give other assistance (the staff involved in making the decision in question should not be involved in this process).
In most cases, first-level appeals are to be decided within 25 working days from the date Homes North received a tenant’s or applicant’s written application for review. Exceptions to this timing may be where we are waiting on further information from the tenant or applicant, or another person or organisation. The internal review will be conducted by a Homes North staff member who was not involved in making the original decision. The recommendations of that officer will then be considered by a member of the senior management team responsible for the relevant area of Homes North operations. Final decisions on first-level appeals will be signed off by the CEO. The person making the appeal will be notified in writing of Homes North’s decision.
If a tenant or applicant believes the decision made by Homes North in the internal appeal (first-level) review is incorrect, they can ask the Housing Appeals Committee to review the decision. The Housing Appeals Committee is an independent agency that can review decisions of Housing NSW and community housing providers.
This policy is subject to change from time to time at the discretion of Homes North. Where an individual is observed to not be working within the scope of this policy, the breach will be addressed by a senior housing manager.
It is the responsibility of the:
Contact Homes North on 6772 5133 or firstname.lastname@example.org or
PO Box 1146
Armidale NSW 2350
Forms or other organisational documents
Policy no: 3.6.1\1 Version: V2
Date last reviewed: January 2019