This toolkit builds on the 2015/16 Complaints Handling Framework project led by the NSW Registrar of Community Housing, and supports the implementation of the best practice principles described in the Framework.
While no ‘one size fits all’ framework would work across the sector, there are many benefits in developing some consistent practice methodologies on complaints handling. The toolkit aims to support the capacity of CHPs to implement the good practice approaches described in the Framework. It focuses on early resolution and learning from complaints. The toolkit also includes a selection of complaints handling templates for providers to adapt to their policy context around complaints.
It is not mandated that CHPs use the toolkit but the resources are designed to support better practice in complaint handling in the sector.
• Web-based complaints toolkit
• Complaints toolkit (Excel)
• Complaints form
• Example letters
• Monitoring report for complaints
• Complaints Handling Framework
• Complaints Toolkit Video Demonstration
This report on best practice for multi-tenure developments is based on extensive research and looks at bringing together social, affordable and private housing in multi-tenure developments that deliver vibrant communities that work well for different people. Through its use of case studies, the report provides excellent insights into the key design, development and management approaches of successful multi-tenure developments.
The report has been undertaken on CHIA NSW’s behalf by Dr Judy Stubbs and is produced in conjunction with the Department of Family and Community Services:
Multi-tenure developments: best practice approaches to design, development & management (full report)
• Multi-tenure development: summary report
• Australian case studies
• UK case studies
• UK case study demography – East London
• UK case study demography – Glasgow
With social housing only available to those who need it most, tenants have increasingly complex needs that community housing providers need to respond to. To support community housing providers to manage the tenancies of vulnerable people with more complex needs, the Federation has partnered with Q Shelter to develop the Creating Sustainable Tenancies for Tenants with Complex Needs Toolkit.
The Toolkit is a practical resource designed to equip community housing providers with the tools and resources required to implement best practice approaches to sustaining tenancies for tenants with complex needs.
Sustainable Tenancies introduction video
Sustainable Tenancies SECTION ONE
• Policy template NSW
• Pathways to assist management of high risk tenancies
• Emergency responses to behaviours of concern (BOC) for CHPs
• Tenancy response plan (template)
• Pathway to guide practice when a tenant with complex needs refuses to engage with support services
• Vulnerability Assessment Tool
Sustainable Tenancies SECTION TWO HOARDING AND SQUALOR
• Policy template NSW – working with people who hoard
• Managing hoarding pathway
• Hoarding screening assessment form
• Environmental Cleanliness and Clutter Scale
• Clutter Image Rating Scale
• Hoarding and squalor issues (letter)
Sustainable Tenancies SECTION THREE TRAUMA INFORMED CARE
• Trauma informed care & practice checklist
• Sustaining tenancy case study
• Tenancy response plan (template)
• Nuisance and annoyance breach of tenancy (letter)
• Reminder notice breach (letter 1)
• Reminder notice breach (letter 2)
• Reminder notice breach (letter 3)
