How to navigate the waters of Homes NSW housing services

Here are some tried and proven hints, advice and suggestions to help you navigate Homes NSW housing services.

[Ed. note: maintenance has its own process for reporting issues via the My Housing App or the Maintenance Hub, and the Housing Response Centre on 1800 422 322.]

Firstly, let me start by saying: I understand. It’s not easy. 

Let’s start with the basics:

1. Normally, you would raise your issue with your local Client Service Officer (CSO) or at your local office. Keep a record of that conversation. Always be polite, never raise your voice, lose your cool or swear (trust me, I know how difficult this is). The moment you do, your case may be closed down.
2. Homes NSW has escalation processes that can be accessed through local service providers or your local MP. If you do not receive a response within 14–28 days, depending on the issue, it should be escalated to a team leader.
3. Never be frightened of the NCAT Rental Tribunal. NCAT is impartial, it hears both sides and it considers each case on its merits. It is straightforward to lodge an application for a hearing. It is recommended to call or visit in person, as the website can be difficult to navigate. Call 1300 006 228. 
4. Redfern Legal Aid and the Tenants’ Advocacy Service are located at Redfern Town Hall and are open Monday to Friday, 9am to 5pm. They are free and easy to speak to. Make an appointment: tenancy@rlc.org.au 
5. Your local Member of NSW Parliament is your elected representative. That is why they are elected through democracy: to help you. In Waterloo and Newtown there are two, depending on your address. You can search “NSW Parliamentary representative for your address” online to find your local MP. They can advocate on your behalf. It’s their job! In Waterloo: Hon Ron Hoenig MP, electorateoffice.heffron@parliament.nsw.gov.au
6. Redfern Health Centre can also advocate on your behalf. They have a liaison worker who supports tenants in discussions with Homes NSW. Contact: Debbie, social worker. 103 Redfern St, Redfern. 
7. NSW Police may also assist with issues relating to legal matters involving Homes NSW. Contact Redfern or Mascot Police. customerassistance@police.nsw.gov.au
8. Factory Community Centre can also assist and advocate on your behalf. Contact Elle, Rory or Sophie. 67 Raglan St, Waterloo. 
9. You can also email housing local offices directly. Each office has a team-based email system. For example, Waterloo is t101@homes.nsw.gov.au. 
10. Housing local office contacts include the Client Service Officer (CSO), Specialist CSO, Senior CSO, Team Leader, Manager of Housing Services, Sydney Area Director and the Minister for Housing.
11. Here is a useful tip that is not widely known: Homes NSW contact email addresses often follow a standard format. If you know the correct spelling of an official’s first and last name, you may be able to email them directly, for example: john.smith@homes.nsw.gov.au (this does not apply where multiple staff share the same name).

Good luck!