In this issue: SUMMER 2021 - Find us online Luul Steps Up P6 Spring Gardening Competition Winners P8 Staying Safe this Summer P10 - Housing ...
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HOME
STORIES
SUMMER
2021
In this issue:
Luul Steps Up P6
Spring Gardening
Competition Winners P8
Staying Safe this Summer P10
Find us online
www.housingchoices.org.au
From the
General
Manager
It seems like only yesterday October with a Noongar improvement for us, so we
that I was wishing everyone bush food lunch. We took are now working on a whole
a safe and happy festive a walk along the Derbarl new raft of activities, in
season last year and here Yerrigan (Swan River) as consultation with the Advisory
we are again. The year has we learned more about Committee of Tenants, based
flown by, hasn’t it! Noongar culture and local on the feedback and the
It has been such a big year fauna thanks to our guide, outcomes of the 2021 survey.
for Housing Choices Western Marissa Verma from Bindi
It is with great pleasure that
Australia. We rebranded Bindi Dreaming (see images
we bring you a newsletter
from Access Housing to on next page). This was a
full of good news – from the
become Housing Choices beautiful opportunity for
winners of our Spring Garden
WA in February, navigated us to see the world around
Competition to Luul, our
the bumpy COVID-19 road us from a different and
fabulous ACT Secretary, who is
and operated in a challenging meaningful perspective and
making a positive impact in her
WA housing environment. grow our appreciation of
local community. Please also
Through it all, our staff the diversity and richness
take note of our office closure
proudly continued to ensure of Noongar culture.
times over the Christmas / New
that our tenants were front We also took the Year period. Our Maintenance
of mind and central to opportunity to talk about Hotline will, of course, still be
everything we do. the service improvements taking calls and will be available
A real highlight of the year we have made based on to assist you with any urgent or
was the launch of our feedback we received from emergency maintenance issues
Reconciliation Action Plan. the 2020 Annual Tenant at your home while our offices
Housing Choices WA staff Survey. The survey was an are closed.
celebrated this milestone in important part of business
I wish you and your loved ones
a safe and relaxing break and,
on behalf of the team at Housing
Choices WA, we look forward
to seeing you in 2022.
Natalie Sangalli
General Manager
Housing Choices
Western Australia
2
Reporting Maintenance
During Office Closures
All calls to our Maintenance Hotline
will be diverted to our Emergency
Maintenance Hotline during our
Housing Choices WA office closure period.
Holiday Office Please only report emergency
during our office closure period,
Closure Details such as a burst water pipe or
gas leak.
If you request non-emergency
Our offices will be closed over the maintenance during our office
Christmas / New Year period from closure period, you could be
4pm Friday 24 December 2021 through charged a contractor call out fee.
until 8.30am Tuesday 4 January 2022. Our Maintenance Hotline staff
Our offices will also be closed on will do their best to advise you
Wednesday 26 January 2022 for the if what you are reporting is an
Australia Day public holiday and emergency repair.
Tuesday 1 March 2022 for the Labour Day Maintenance Hotline:
public holiday. 1800 203 383
3
Eligibility and Rent Reviews
Following an influx of questions from tenants about Eligibility and Rent Reviews,
we have started a new column outlining our processes.
Why are Rent Reviews What happens after • Centrelink Electronic
and Eligibility checks the Rent Review? Verification of Rent
necessary? (EVoR): This free,
We will always notify you confidential service
Completing an Eligibility in writing of the outcome authorises Housing
and Rent Review form helps of your Rent Review and Choices WA to tell
us ensure you are within if there will be any changes Centrelink if your rent
the income limits to live in to your rent. We will send has increased. As
Community Housing. you a letter: a result, you will
• confirming your eligibility automatically receive
We also review your rent to
for affordable housing the correct amount of
ensure it aligns with your
Commonwealth Rent
household income. • explaining your rent
Assistance.
We will ask you to complete calculation formula
and if it has changed Please note that if your
an Eligibility and Rent Review rent has decreased,
form annually or if there is • confirming your rent
we are unable to
a change in your household amount and any
update your rent with
circumstances e.g. people cost changes
Centrelink. If this
are moving in or out of your • detailing the date your happens, you will need
home. Please remember new rent starts, and to notify Centrelink of
to notify your Tenancy • detailing how much your new rent amount
Officer within 14 days of any Commonwealth Rent immediately.
household or income changes. Assistance is included.
If you are a tenant under the
National Rent Affordability How can this process
Scheme (NRAS), we will Need some help
also ask you for additional
be made easier? with this?
information when your annual There are some Centrelink If you have difficulty
NRAS assessment is due. services we can set up with completing forms,
your authorisation that problems with providing
can make the rent review proof of income or think
What information do process easier for you. your rent amount is
I need to provide for incorrect, please contact
a Rent Review? These include: your local Housing
Choices WA office or
We ask you to provide • Centrelink Income
email rentreview-wa@
details about who is living Confirmation Service:
hcau.org.au.
in your home and proof of This free, confidential
income for everyone aged service can authorise
over 16 years living within Centrelink to provide your
the property. income details directly
to Housing Choices WA.
This proof includes Centrelink This allows us to carry
statements, six weeks of out your Eligibility and
payslips (if applicable) and Rent Review without
other income sources you may you having to obtain
have e.g. interest on savings or an Income Statement
an overseas pension. from Centrelink.
4
Financial Tips for
Tenants from Tenants Housing Choices
Western Australia
In the Spring edition of Home Stories, we promised Tenant Leads
to share some financial tips provided by tenants
at our Managing on a Low Income tenant groups.
Mental Health
Some of the most popular tips include: Act Review
Housing Choices WA recently
received funding from the
Mental Health Commission
The Emergency Relief Make your own to consult with tenants
and Food Access Service personal handmade gifts about their experiences
is a free phone service that and cards for unique, dealing with the current
can connect you to local low-cost Christmas presents. Mental Health Act.
services who can support
This project will be led
you, including referrals to
by Housing Choices WA
the mobile food bank.
tenant and lived experience
Call 1800 979 777 advocate Trish Owen. You may
Monday - Friday. recognise Trish as the 2020-21
Chairperson of our Advisory
Committee of Tenants (ACT).
Check out the Trish will be facilitating small
discounted shelf focus groups and some
at supermarkets one-on-one interviews to
at the end of the day ensure social and community
and freeze items that are housing tenants with lived
When cooking home near their sell by date. experience are heard and can
meals, make extra have input into improving
portions to freeze legislation that impacts them.
in take away containers for
quick, cheap meals. This can We look forward to reporting
help avoid the temptation of on the project findings in the
take away or junk food when Autumn newsletter next year.
hungry or short on fresh food.
Look at your local
council website and
library for information
on free events,
concerts and activities
in your local area.
Use blackout curtains
in Summer to stay cool and
in Winter to stay warm.
5
Left: Luul and Ali.
were placed on the waitlist.
After five years, the family of
nine moved into their Housing
Choices WA home.
Luul said her six daughters
Faduma (15), Zainab (14),
Riyana (13), Ruqiya (11),
Zahra (6), Safia (3) and one son,
Mohamed (8), had been thriving
with more room to move.
“They all play together.
My son especially loves soccer,
so we all play that,” she said.
Luul grew and so did the need for
more space.
“The kids all have chores.
One tidies the shoes, one does
Steps Up Moving into a four-bedroom
private rental house, Luul lived
the rooms, they help with
cooking and we change the
schedule monthly.
with the fear of eviction.
Housing Choices WA “It’s generally a pretty chilled
resident Luul is passionate “We couldn’t find housing household but every day is
about amplifying migrant when you have seven children different. Sometimes it’s quiet
voices in the community … people have assumptions and sometimes it’s noisy.”
and is leading by example of properties being damaged,”
she said. After connecting with Housing
as the Housing Choices Choices WA, Luul joined the
WA Advisory Committee of “They only focus on how many ACT. The committee, which
Tenants (ACT) Secretary. kids you have … even though is comprised of tenants from
Luul was born in Solamia and we are both average income a range of age groups and
moved with her family to New earners, it was still very, very backgrounds, discusses broad
Zealand as a refugee when difficult to get a house.” issues that affect residents
she was eight. In 2003, she Luul was working in early through bi-monthly meetings.
migrated to Australia where childhood and Ali worked in The committee also aims
she met her husband, Ali. construction, but they struggled to encourage community
The pair began renting a to find a suitable home in their development through programs
two-bedroom private property price range. They enquired with and initiatives. Recently, Luul
but, over the years, the family the WA Housing Authority and was made ACT Secretary.
6 Above: Luul, Zainab
and Riyana.
Right: Ali, Luul and their family
of seven children.
“I didn’t know about the
ACT until one of the Tenancy
Officers asked me to apply,”
she said.
“The ACT is wonderful,
and I’d like to thank them …
throughout the year we bond
as a family. It’s about family
and values and that’s what
Housing Choices is all about.”
Luul’s participation in the ACT
has not only involved taking “I wanted to be a positive “I hope to inspire other
meeting minutes as Secretary, change, because when tenants to get involved
it has also seen her remove something happens you in the ACT. I think I’m the
barriers for culturally and can go out there with fear only African or immigrant
linguistically diverse peoples or you can try to change ACT member in my
by ensuring interpreting whatever you can - and area and getting those
systems are available to that’s what I’ve been doing. voices heard is vital and
residents wherever possible “I’ve been around for 18 years important to what the
and that simple language was in WA and I was afraid to be ACT needs,” she said.
used in committee projects. out. I was afraid to get outside “Having multicultural
Luul’s passion for growing my house. It’s about taking a advocacy in the ACT is
community connection risk and thinking: ‘Hey, we all important as it offers
stems from the tragic loss of need to be here, we all need a broader range of
her three-year-old brother, to work together.’ And that’s opportunities and
Maud, who died in the 2019 what I’ve done.” services. We’re all
Christchurch, New Zealand She said being an active ACT different and we all live in
Mosque terrorist attack. The member was just one of the different ways but having
devastating event became ways she was trying to make an that voice is the key to
the catalyst for Luul to get impact on her local community changing things.
more deeply involved in her since her brother’s death and “I used to be too afraid
community. that she had also thrown herself to even be outside with
“I realised that I needed into volunteering for a range of others and now I’m like:
to step up,” she said. other organisations. ‘I’m here.’”
Luul shares what the feedback on what should
committee has been working be included in a new Tenant
on over the past few months. Handbook, which Housing
At our last meeting, we Choices WA is developing
reviewed the Housing Choices with tenants. We look forward
WA Business Unit Plan for the to seeing the first draft!
coming year. We all agreed Lastly, we helped finalise
Update from that Housing Choices WA
had some exciting projects
the messaging that has
replaced the on-hold music
the Advisory ahead, but we thought tenants
should have more information
on the Housing Choices WA
telephone system.
Committee about what projects Housing It has been a great year for
of Tenants Choices WA were working on
in order to have more say in
the committee and we look
forward to what next
our planning. We also gave year brings! 7
Spring Indoor Garden / Flower Garden Winner
Gardening Plants Winner
– Junichiro from
– Jeffrey and Virginita
from Kwinana (below)
Competition Cockburn (below) Jeffrey and Virginita
Winners “I wanted to share that
you can still have plants
have been in their home
for 18 months and have
in a small space.” transformed their front yard
We had more than 30 entries into a stunning flower garden.
that featured an incredibly
diverse range of plants
and garden styles. Looking
through the images of the
beautiful flowers, plants and
trees, it was clear to see the
love so many tenants have
for their gardens.
Nine winners were selected,
with each winner receiving
a $100 Bunnings voucher.
All entrants received a seed
packet and personalised
letter acknowledging their
participation.
We can’t wait to see your
gardens in Spring 2022!
Overall Garden (Metro Unique Garden Winner Balcony Garden Winner
Region) Winner – Denise from Hilton – Ronnice from Nollamara
– Jason from Hilton (above) (above) (above)
“My garden brings me peace Denise’s garden is a creative “My garden is my sanctuary.
and wellbeing. It keeps me and fun space, featuring It grounds me and brings
going in this troubled world.” many recycled items. peace and joy. A place I can
8 be present and tranquil.”
Front Garden Winner
– John and Cassie from Bertram (below middle)
“Through COVID-19 I spent more time at home
and the garden really does feel like part of a home.”
Overall Garden (South West
Region) Winner
– John from Bunbury (left)
John is an 86-year-old who has enjoyed
dedicating time to his garden over the
past decade.
Courtyard Garden Winner
– Anita from Melville (below)
“My garden brings joy and sunshine into
my life. My garden makes me happy, and I
feel proud of what I have accomplished.”
HIGHLY COMMENDABLE GARDENS
∞ Feilsa from Kelmscott for her colourful
flower garden
∞ Arthur and Diane from Mundijong for
their unique garden featuring an avery
and fernery
∞ Roslyn from Kenwick for her beautiful
courtyard garden
∞ Maria from Leda for her striking
rose garden
Overall Garden (Peel Region) Winner
– Anna and Ted from Baldivis (above)
Anna and Ted work together daily in their
garden and feel great joy in watching it grow.
9
Staying Safe
This Summer
Are you bushfire ready? The Department of Fire
Bushfires happen every and Emergency Services
Summer. They can start provides detailed
suddenly, without warning information on bushfire
and can occur in regional risks, fire safety in the home,
and suburban areas. emergency evacuation
How Housing Choices planning and total fire bans.
If your home is threatened WA Can Help For more information, you
by a bushfire, please take
yourself and your family to a If you notice your gutters can call their emergency
safe place and let your Tenancy are full of leaf litter or there information hotline on
Officer know where you are. are overhanging branches 133 337 or visit their website
If you have been impacted by causing a fire hazard, contact www.dfes.wa.gov.au/
a bushfire, please contact us. our Maintenance team on for fact sheets and
But, in an emergency, 1800 203 383. We will inspect other resources.
remember to call 000. the problem and undertake
any necessary works to
ensure there is no fire risk.
Swimming Pools
Quick Tips to Make Your and Ponds
Home Bushfire Ready Total Fire Bans Tenants are reminded that,
in the interest of safety,
• Mow the lawns regularly A total fire ban is declared Housing Choices WA does
and remove weeds. on days when fires are most not approve the installation
• Rake up leaf litter and twigs likely to threaten lives and of swimming pools,
and remove shrubs from property and the bans apply ponds or water features
under large trees. to everyone. On Total Fire at any of our properties.
• If using a barbeque this Ban days, it is illegal to light This includes temporary,
Summer, make sure it is an open-air fire or conduct portable and inflatable
kept away from flammable any activity that could start a pools or spas.
materials, you do not leave fire. People who breach the
it unattended and it is turned ban could receive a fine of
off after use. up to $25,000.
The Water Corporation can provide eligible tenants
with a water bill concession.
Even if you live in a strata complex where there are no
individual water meters, you may still be eligible for a
concession. If you think you are eligible for a concession
Water Bill it is your responsibility to call the Water Corporation and
request a concession be applied to your water bill.
Discounts For more information, visit the Water Corporation website
www.watercorporation.com.au or call 13 13 85.
10Year in Review:
Actioning Tenant Feedback
Throughout 2021, You asked us to improve how You asked us to improve
Housing Choices WA and we provide information how we handle complaints,
the Advisory Committee and communicate with you. including how we keep
of Tenants (ACT) has • Housing Choices WA tenants informed and the
worked hard to respond implemented an automated speed in which complaints
to tenant feedback. Below phone menu system across are dealt with.
is a summary of tenant our offices to ensure you • We developed a new
priorities in 2021 and can get hold of the right complaints fact sheet to
how we addressed these department and staff member provide more information
priorities. quickly. We also replaced about our complaints
our on-hold music with process.
You asked for more ways up-to-date voices messages • We began providing
to get information and about our services as well as reference numbers to
provide feedback about information about your rights tenants who lodged
our maintenance services. and responsibilities. complaints. Reference
• The ACT and Housing • The ACT reviewed our numbers enable tenants to
Choices WA worked inspection letters and cleaning track how their complaint
together to develop a check list to ensure they are is progressing.
new online maintenance friendly, clear and informative. • We have a newly
feedback form, which is
• The ACT provided feedback on dedicated staff member
available on our website.
what training they think would to record, assign and track
• Housing Choices WA be beneficial for staff to better complaints and quicken
ran Maintenance Matters communicate and understand handling of complaints
information sessions tenants. We have incorporated about staff, contractors
in Rockingham and that feedback into our staff and our services.
Fremantle with input training plan for 2022.
from the ACT. We plan
• We consulted with tenants
to run more of these
and the ACT about how we
sessions in 2022.
can improve information in
• Based on tenant our tenant handbook and the
feedback from our information given to tenants
Maintenance Matters when they sign up with
sessions, Housing Housing Choices WA.
Choices WA and the
ACT developed a new
maintenance services
fridge magnet with
information about our
maintenance response
timeframes.
11Home Stories
Summer Puzzle
Win a $50 Bunnings Voucher!
Find all the words in the word search except for one,
which is not actually in the grid. Words may be forward,
backward, up, down or diagonal.
S U M M E R W Q F S S B C Y O
W R W Q S D N E W V A N H I B
I Y I H S V N M S Q N T R D U
M
Z
F
K
C
L
L
P
O
O
S
U
U
T
R E
W F
U
G
D
I
Y
O
I
S
S
Y
S
H
ILP
X H C B V O F F I C E B T V F Pot Painting
R E A D Y F G H J K H L M N I
Q A W E R T Y U I O O S A X R
Housing Choices WA held
K T O I Y B E A C H L E S Q E
a series of pot painting and
R G V S D R G B C P I T U O I consultation workshops for
Z F K L H E A D X U D Y E A R Independent Living Program
A B A R B E C U E B A U O P F (ILP) tenants in Fremantle,
Q E F H X F W U X L Y Y U N R Mandurah and Armadale in
O P I C N I C Z S I S Q D G U the past few months.
W A V E Z H Q E R C Y N N U S Tenants were led in the pot
painting workshop by local artist
FIND THESE WORDS IN THE GRID and Housing Choices WA tenant
SUMMER SWIM PUBLIC NEW Sharon before taking part in a
SUNNY SURF HOLIDAYS YEAR consultation session to improve
BUSHFIRE SAND OFFICE PICNIC the tenancy support planning
READY RELAX CLOSURE HEAT process.
BARBECUE BEACH CHRISTMAS WAVE
As a result of the consultation
Tell us the remaining word by emailing feedback, Housing Choices WA’s
info-wa@hcau.org.au or posting it in to us Home Stories tenancy support plan will be
Summer Puzzle, Housing Choices Western Australia, simplified. Additional thought will
PO Box 105, Burswood WA 6100. be put into how carers are involved
and consideration will be made
Also include your full name, address and contact number. of the impact of inspections on
The competition closes Friday 18 February 2022, with all people’s mental health.
of the correct entries going into a draw for a $50 Bunnings
voucher. Only one entry per household. Good luck! We look forward to holding similar
consultations in combination
Congratulations to Ozkan, last edition’s puzzle prize winner. with art activities in the future.
Perth Metro Office Peel Office South West Office
Level 7, 25 Rowe Avenue 4 Stevenson Street 1st Floor, 25 Victoria Street
Rivervale WA 6103 PO Box 1200 PO Box 1539
PO Box 105 Mandurah WA 6210 Bunbury WA 6230
Burswood WA 6100 P (08) 9534 0400 P (08) 9722 7200
P (08) 9430 0900
info-wa@hcau.org.au housingchoices.org.au
Maintenance Hotline: 1800 203 383You can also read
