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The Office of Housing aims to provide a fair and consistent application of service standards for all Office of Housing clients. The Office of Housing is committed to providing clients with excellent customer service, as found in the Public Housing Customer Service Charter. In providing housing services to Victorians, the Office of Housing takes into consideration the rights and obligations of clients, in the areas of:
- Privacy - the OOH has a responsibility to protect personal information and ensure that it is handled appropriately and only used for the appropriate purpose
- Interpreting and translating services - the Office of Housing recognises the importance of communicating with clients in their preferred language
- Housing appeals - clients have a process to appeal decisions, to ensure that Office of Housing policy and procedures are applied correctly
- Reference checks for Office of Housing tenants - provided to tenants who attempt to access private rental properties
Table of Contents and Revision History (PDF Size 51KB, Pages 9)
Table of Contents and Revision History (Word Size 95KB, Pages 9)
Chapter 1 Housing Charter
The Public Housing Customer Service Charter describes the standards of service that the Office of Housing clients can expect. The Charter is available in a range of languages.
Housing Charter (PDF Size 49KB, Pages 5) Housing Charter (Word Size 60KB, Pages 5)
Chapter 2 Privacy and Office of Housing Clients
This chapter outlines the process for individuals and organisations to obtain client information from Office of Housing records, and the department's procedure when dealing with these requests. The Office of Housing also receives requests for client information from other government departments, agencies and the public. The process by which the Office of Housing manages the information cycle, from collection to use, release and disposal of information is carried out in accordance with statutory obligations set out in the Information Privacy Principles (IPP).
Privacy and Office of Housing Clients (PDF Size 232KB, Pages 31) Privacy and Office of Housing Clients (Word Size 614KB, Pages 31)
Chapter 3 Interpreting and Translating Services
The Office of Housing recognises the need for effective communication on housing issues, policy and procedures with all clients. By communicating with clients in their preferred language, the Office of Housing can provide a more comprehensive housing service. This chapter covers how the Office of Housing manages the use of interpreters and translating services in service delivery.
Interpreting and Translating Services (PDF Size 208KB, Pages 26) Interpreting and Translating Services (Word Size 307KB, Pages 26)
Chapter 4 Housing Appeals
All Office of Housing clients have access to an appeals process in the areas of public housing tenancies and applications, bond loan assistance and movable units. The appeals process has been developed as one method of ensuring that OOH policy and procedures are applied correctly and consistently.
Housing Appeals (PDF Size 124KB, Pages 16) Housing Appeals (Word Size 151KB, Pages 16)
Chapter 5 References for Office of Housing Tenants
The Office of Housing provides tenancy references for tenants who wish to access the private rental market during or after their public housing tenancies. The Office of Housing issues a 'letter of good standing' to tenants exiting Office of Housing accommodation if they meet tenancy reference background criteria.
References for Office of Housing Tenants (PDF Size 115KB, Pages 16) References for Office of Housing Tenants (Word Size 278KB, Pages 16)
Related information: Public Housing Customer Service Charter
Chapter 6 Managing Incidents and Claims
This chapter outlines the process for reporting certain property related incidents, as well as managing claims made against the Office of Housing, which may arise in the course of service delivery.
Managing Incidents and Claims (PDF Size 388KB, Pages 56) Managing Incidents and Claims (Word Size 1019KB, Pages 56)