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The Land and Housing Corporation, as the owner of public housing in NSW, is committed to helping tenants remain safe in their homes including during the NSW Government restrictions.

Under the current Public Health Order, restrictions for repairs, maintenance and cleaning services apply in select areas across New South Wales. This includes tighter restrictions in numerous local government areas of concern.

I need a repair to my home, can this still be done?

A Contractor will attend your home to carry out work if there is a safety risk or if the work is considered to be urgent.

If the work is not urgent or authorised, it will be scheduled for a later time.

You can still report repairs by calling the Maintenance Line on 1800 422 322. This service remains available 24/7, 365 days per year. The call operator will advise at the time of the call if work can be carried out, subject to the current restrictions in your local government area.

What happens when a Contractor attends my home when there are restrictions?

Before a Contractor attends your home, you can expect they will make an appointment and ask you pre-screening questions to ensure you and your household are well and it is safe to attend.

At any time, if you or any member of your household are unwell or have recently been tested for COVID-19, please let the Contractor know and they will advise if they can still attend. If they are unable to attend, they will reschedule the appointment with you.

The Contractor will adhere to the NSW Government rules including wearing face masks, sanitising and maintaining social distancing.

What do I need to do when a Contractor attends my home?

There are a few things you and your household need to do during restrictions to ensure the safety of you and the Contractors:

1. Before work starts

  • Please be contactable via phone or SMS for the Contractor to confirm your appointment.
  • Wherever possible, move all belongings in and around the area out of the way where the Contractor will be working, prior to their attendance.
  • Make sure you have everything you may need in the part of the property where you will be staying while the Contractor is working as you will need to stay there once the Contractor begins work, and you will not be able to retrieve any of these items if they are in the location of the Contractor.
  • In accordance with the NSW Government restrictions, it is important that you do not come into physical contact with the Contractor at any time.
  • Just before the Contractor arrives, please ensure they are able to safely enter your property

2. During the work

  • When the Contractor arrives, they will show you their ID.
  • You then must immediately move to another area of your home. This could be another room, out the rear or front of your property or on your balcony if you have one. You must stay in that location while the Contractor is at your home.
  • If possible, please wear a mask for the duration of the Contractor’s visit.
  • If at any time the Contractor deems that you or a member of your household are impacting their ability to undertake work safely, they will stop work and leave the property.

3. When the work is completed

  • The Contractor will ensure the area is wiped down and sanitised.
  • The Contractor will let you know the work has been completed, or next steps if required.
  • Please wait 10 – 15 minutes to ensure they have left the property before leaving your area; it is important that you or your household do not leave your area until after the Contractor has left your home.

I live in a unit complex, will I still see Contractors around doing work?

Yes, Contractors are still required to undertake certain works to common areas in line with NSW Government restrictions. This includes cleaning, rubbish removal, rodent eradication and urgent works to address issues that may be a risk to you or cause damage to the property if not completed.

What do I do if I have work that is unfinished or in progress where I live due to the
restrictions?

We understand there may be outstanding repairs or maintenance to your home and this may be frustrating and an inconvenience. We remain committed to resuming full maintenance services once we are permitted to do so.

Where can I get more information?

For the latest NSW Government advice on current restrictions for repairs, maintenance, and cleaning services, please visit https://www.nsw.gov.au/covid-19/rules/renovations-repairsmaintenance-and-cleaning

  • Maintenance Line on 1800 422 322 – Press 1 for Maintenance.
  • Department of Communities and Justice on 1800 422 322 – Press 2 for Tenancy Services.
  • NSW Health: www.health.nsw.gov.au
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Last updated: 26 Aug 2021