Skip to Content

Client service delivery and appeals

FACS Housing provides its services in a way that is:

  • fair and accessible to all
  • prompt and efficient
  • accurate and honest
  • private and confidential
  • appropriate to people’s needs.

In a range of circumstances, clients can appeal a social housing provider’s decision that affects their entitlements, or if they believe an incorrect decision was made.

A tenant or applicant can ask for a decision made by FACS Housing to be reviewed if they believe that:

  • inadequate consideration has been given to their individual circumstances, or
  • the decision is contrary to FACS Housing policy, or
  • involved a poor interpretation of policy, or
  • the procedures used to read the decision were incorrect.

Under Housing Pathways, each provider is responsible for reviews of their own decisions regarding eligibility, priority and entitlement for social housing, and offers of accommodation.

The review will reconsider the original decision and decide whether FACS Housing policy and procedures have been applied correctly and fairly.

There are two levels of appeals:

  • First tier, which involves an internal review by the relevant housing provider, and
  • Second tier, which involves an independent review by the Housing Appeals Committee.

For more information on this policy, check the Client Service Delivery and Appeals Policy.

Tenancy agreement

FACS Housing complies with the rights and obligations of a landlord under the Residential Tenancies Act 2010. These rights and obligations are outlined in the Tenancy Agreement signed by each tenant when they start a tenancy in a FACS Housing or Aboriginal Housing Office property.

For more information on starting, managing and ending a tenancies, look in the Starting a Tenancy Policy, During a Tenancy Policy and Ending a Tenancy Policy.

For more information about the rights and obligations of landlords and tenants visit the NSW Fair Trading website.

Privacy and information sharing

Family and Community Services (FACS) Housing collects personal information (including health information) about its clients so that it can provide appropriate services. FACS Housing’s approach to collecting, using and storing the personal and health information of its clients is governed by the Privacy and Personal Information Act 1998, the Health Records and Information Privacy Act 2002 and the Housing Act 2001.

FACS Housing works with other agencies to develop solutions for individual applicants, tenants and public housing communities. Other agencies will be encouraged by FACS Housing to participate in forums like Neighbourhood Advisory Boards and inter-agency support groups.

For more information on this policy, look in Privacy and Information Sharing Policy.

Right to information

A formal access application, previously known as a Freedom of Information request, can be made by any member of the public for information held by Family and Community Services (FACS) Housing. A tenant or a client of FACS Housing may apply for information relating to their tenancy, or a service they may have received from FACS Housing. Information of a non-personal nature may also be requested as part of a formal access application. Fees and charges will be applicable.

The Government Information (Public Access) Act 2009 (GIPA) also allows for FACS Housing to release information informally. This may be information relating to policies or any other information that is available on the FACS Housing website. A tenant or a client of FACS Housing may obtain limited information from their tenancy file without the need for a formal access application, conditions do apply.

For additional assistance relating to accessing information under the GIPA Act, or general enquires, please contact our Right to Information Unit (previously known as the FOI Unit).

Right to Information Unit
8753 8400 or 8753 8386

For more information please see the Right to Information Policy.

Was this content useful?
532285