Contact the Housing Call Centre
Contact the Housing Call Centre if your home needs responsive maintenance - repairs that are needed because of normal wear and tear, or damage caused by your household or visitors. You can contact them in three ways:
- Call 13 11 72
- Email tenant maintenance
- If your repair is not urgent, fill in the report non-urgent repairs form.
If you phone the Housing Call Centre, a customer service representative will ask for:
- Your full name
- Your address
- Your telephone number
- What maintenance you wish to report.
We will then report your maintenance to our contractors for action.
The time it takes to do the repairs depends on how urgent or complex the maintenance issue is.
Your privacy is very important.
In order to log your request for repairs with our head contractor we will need to confirm your identity either by you providing your password or by you answering a number of questions which relate to your tenancy with the Department of Health and Human Services.
The information you provide about the repair on your property including the address as well as your contact details will be recorded in our housing ICT system HiiP and shared with the maintenance contractor for them to undertake the work. HiiP is a secure ICT system.
Without this information we are not able to process your request for repairs. You are able to access the information the department holds about you through making contact with your local housing office or contacting Freedom of Information at email firstname.lastname@example.org or on (03) 9096 8449 or 1300 650 172.
What are my maintenance responsibilities as a tenant?
As a tenant, you must look after your home and do small routine repairs, such as:
- Replacing light globes
- Testing smoke alarms
- Pest control
- Looking after your garden
- General cleaning.
If there is a reason why you cannot do these things (for health reasons or due to a disability), contact your local housing office.
We are not able to arrange repairs for your personal items (like your television, fridge or washing machine).
Paying for maintenance
We will pay for the cost of repairs caused by an accident or fair wear and tear.
You may need to pay repair costs for damage caused by you or your household members and visitors.
Before a decision is made about your responsibility to pay repair costs we would like to talk to you to understand your circumstances. Contact your local housing office.
The department will consider reducing or waiving repair costs when factors such as family violence, a disability, a physical or mental health condition, or an unknown person (such as someone breaking into your home) contributed to the repairs needed.
Considering property damage
When considering maintenance repair claims, we may need further evidence to support how your circumstances contributed to any damage or deterioration in the condition of your property. This evidence can be provided by:
- Support workers
- Treating health practitioners
Where family violence is involved, we will accept advice from your family violence worker or other relevant support worker as evidence to support your claim.
What if I disagree with the final decision about what you expect me to pay?
Your case will be reviewed by a senior manager at the local housing office.
If you remain unhappy with the decision after a local review, you can apply for a formal departmental appeal.
If we can’t reach an agreement with you, we may apply to the Victorian Civil and Administrative Tribunal (VCAT) for an order for the assessed maintenance costs. If this happens, you will also be able to have your side of the matter heard by VCAT.
Advocacy and information
You can have an advocate or support person with you when you talk to us.