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Changing a Tenancy Policy

1. Background

The Department of Communities and Justice (DCJ) tenancies may change for a number of reasons, including:

  • DCJ relocates a tenant to another property for management purposes (also called a management initiated transfer).
  • mutual exchange with another tenant
  • the original tenant dies or leaves the household as a result of being imprisoned or for health reasons.

The intent of this policy is to explain the criteria for changing a DCJ managed tenancy based on each of the reasons above. The Tenancy Policy Supplement provides further information to support this document.

2. Scope

This policy applies to all tenancies managed by DCJ, including Aboriginal Housing Office tenancies.

This policy does not apply to tenant initiated requests to transfer to another property for example due to:

  • needing a larger or smaller property
  • needing a property with different characteristics
  • breakdown of the household or family.

Information about tenant initiated requests for transfer is contained in the Transfer Policy.

3. Policy statement

DCJ will change tenancies in accordance with:

Both the tenant and DCJ have rights and obligations under the above Acts, the residential tenancy agreement and, where relevant, DCJ policies.

Relocating tenants for management purposes

As a social housing landlord, DCJ has the right to ask any tenant to relocate to another suitable property, identified by DCJ, that:

  • meets the tenant's known housing and locational needs, and
  • allows continued access to services, and
  • supports the creation of a successful and sustainable tenancy in the new location.

DCJ will only require a tenant to relocate for valid reasons related to the management of a tenancy or the property portfolio. For more information, go to Relocations for portfolio management purposes and Relocations for tenancy management purposes.

Relocations will apply to any tenant asked by DCJ to relocate for management purposes, including a tenant who:

  • has been approved for a transfer
  • is seeking a mutual exchange
  • has a household income that is over the social housing entry eligibility limit. For more information, go to Income eligibility limits.

If necessary, DCJ will enforce its right to relocate a tenant to another suitable location by taking termination action through the NSW Civil and Administrative Tribunal.

Aboriginal Housing Office tenants subject to relocation

DCJ, as managing agent for the Aboriginal Housing Office, will consult with the relevant Regional Manager of the Aboriginal Housing Office to ensure that affiliation with family and land is supported for Aboriginal Housing Office tenants being relocated for the following reasons:

  • redevelopment/Sale of Property
  • under-occupancy
  • serious anti-social behaviour.

Relocation from a DCJ complex that is designated as a Senior Communities complex

When DCJ designates a complex as a Senior Communities complex, tenants who are 54 years and younger (44 years if Aboriginal or Torres Strait Islander) can relocate to appropriate alternative accommodation within the first 6 months of the complex being designated as Senior Communities. For more information, go to Relocation of younger tenants from Senior Communities properties.

Large-scale relocations of whole communities managed by DCJ

Sometimes DCJ will undertake large-scale relocations of whole communities, or public housing areas. In this situation, DCJ may appoint a project team to manage the relocation process.

When undertaking a larger scale relocations project, DCJ may decide to set up a community reference group or hold community forums to provide information. DCJ will make a decision to set up a group or forum after considering relevant factors such as the scale or complexity of the relocation process, the appropriateness of other available communication or feedback options and the level of interest from members of the community affected by the relocation.

Relocation from a property that is being redeveloped

In a situation where DCJ relocates a tenant from a property that will be redeveloped to provide social housing, the tenant can express their interest in returning to live at the site after the redevelopment is complete. This would mean relocating the tenant while the redevelopment project is undertaken and then a second relocation to return them to the site when it is complete.

DCJ will consider requests from tenants to return after the property redevelopment is complete on a case-by-case basis. DCJ will consider the tenant's housing needs when making its decision. For more information, go to Eligible to request to return to a property after redevelopment and Approval to return to a property after redevelopment.

What areas can DCJ relocate a tenant to?

Relocating tenants are able to nominate the area they would like to move to. DCJ will approve this area unless there are compelling policy or operational reasons to decline the tenant's nomination. For more information, go to Restriction and approval of rehousing location.

How will a tenant be relocated?

When DCJ relocates a tenant it will:

  • tell the tenant about the relocation.
  • interview the tenant to find out their housing and relocation needs.
  • give the tenant an individual relocation statement outlining their relocation entitlements.
  • confirm that information about the tenant's housing needs is up to date.
  • offer alternative housing to the tenant. Most tenants will receive 2 reasonable offers of alternative accommodation; however, in some circumstances a tenant may only receive 1 offer. For more information, go to Relocation offers.
  • make final arrangements for the tenant to sign a new tenancy agreement when they accept an offer of alternative housing
  • issue a Notice of Intent to Issue a Notice of Termination if the tenant rejects all reasonable offers of alternative housing and, where necessary, issue a Notice of Termination and apply for termination of the tenancy at the NSW Civil and Administrative Tribunal.

For more information, go to The relocation process.

Assistance with the relocation process

DCJ will provide practical assistance to relocating public housing tenants where it is appropriate and necessary for helping the tenant and their household to relocate.

DCJ will assess each tenant's situation on a case-by-case basis and make a decision based on the individual circumstances of the tenant. DCJ aim is to help the tenant establish a tenancy in the new location that is likely to be successful and sustainable. Also, where the tenant has made approved alterations to their current property, DCJ will consider transferring this level of amenity to the new property. A tenant can apply for reimbursement for approved alterations, excluding swimming pools, if an alteration cannot be removed and the tenant is relocated for management purposes to a property which does not have comparable alterations or amenities. If a DCJ tenant is relocating to a property managed by a community housing provider, any transfer of amenity to the new property will be negotiated with the community housing provider on an individual case-by-case basis. For more information, go to Assistance with the relocation process.

DCJ will also work with the tenant to identify any support services that they may require in the new area, make appropriate referrals to those agencies and encourage the tenant to follow up on referrals.

Number of offers for a tenant relocating for management purposes

DCJ tenants who are being relocated for management purposes will, in most cases, receive 2 offers of alternative accommodation. In exceptional circumstances, DCJ may decide that it will make 1 offer of alternative housing to its relocating tenants.

Rejection of reasonable offers for relocation

If a DCJ tenant rejects all reasonable offers of alternative social housing, DCJ will undertake a final check to confirm that the offer(s) made to the tenant took into account all of their known housing needs and were consistent with the entitlements set out in the tenant's individual relocation statement. For more information on reasonable offers, go to the Matching and Offering a Property to a Client Policy.

If a DCJ tenant is under-occupying their property and rejects all reasonable offers of alternative social housing, a Vacant Bedroom Charge will be applied to their tenancy by adjusting the tenant’s rent subsidy. For more information on Applying a Vacant Bedroom Charge, go to the Charging Rent Policy.

DCJ has the legal right to terminate a tenancy on the grounds that it has made an offer of alternative social housing. This legal right is set out in Section 148 of the Residential Tenancies Act 2010.

The processes that DCJ is legally required to follow when relying on Section 148 to terminate a tenancy, including the review processes, are set out in Sections 149 and 150 of the Residential Tenancies Act 2010.

Section 149 also requires the Minister for Family and Community Services  to publish procedures for reviews under Section 149 of the Residential Tenancies Act 2010.

Reviewing an approved relocation for management purposes

To ensure that a relocation continues to reflect the tenant's current housing situation, DCJ will coordinate a review of relocations for management purposes:

  • every 6 months, or
  • when new information from either the tenant or DCJ prompts a review.

Following a review, DCJ may change the priority of a relocation for management purposes to take account of any differences in the level of urgency of the tenant's circumstances.

DCJ will undertake an assessment of the degree of urgency when it must move a tenant being relocated for management purposes as a matter of urgency.

Type and length of lease

Where DCJ relocates a tenant to a property managed by a community housing provider and also approves that tenant to return to public housing as part of the same relocation process, DCJ will offer them the same type of lease as their previous public housing lease.

DCJ offers leases of different types and lengths after a change of tenancy, depending on a client's circumstances. For more information, go to Changing a tenancy - Type and length of lease offered in the Tenancy Policy Supplement

Where a DCJ relocates a tenant to an alternative property managed by a different housing provider, the tenant will be offered a type and length of lease in accordance with the individual provider's policy.

Paying rent after relocation

Tenants of DCJ who are relocated to another property managed by DCJ will be charged rent as follows:

  • if they receive a rent subsidy, DCJ will calculate the rent for the new property in the same way as for the current property. This may result in a change to the amount of rent paid if there have been recent changes to the household income or number of people in the household. For more information, see the Charging Rent Policy.
  • if they pay the market rent, DCJ will ask the tenant to pay the market rent for the new property. In the case where the market rent for the new property is higher than the market rent currently paid by the tenant, and the tenant is not eligible for a rent subsidy, DCJ will consider limiting the additional rent the tenant is expected to pay.

Where DCJ relocates a tenant to an alternative property managed by a different housing provider, the tenant's rent will be assessed in accordance with the policy of the individual provider.

All community housing providers calculate rent in accordance with the Community Housing Rent Policy.

Paying a rental bond after relocation

DCJ tenants who relocate to another DCJ property may be required to pay a bond in accordance with the Rental Bonds Policy.

A DCJ rental bond will not be transferred from an existing tenancy to a new tenancy. DCJ will claim the bond for any outstanding charges, and any remaining bond credit on the former tenancy after the claim process has been finalised will be refunded by NSW Fair Trading to the tenant.  A new bond will then be applied to the new tenancy, if applicable.

Transfer of tenancy management from public housing to a community housing provider

DCJ is transferring the tenancy management duties of some tenancies to community housing providers. This does not affect every tenancy across NSW, only those identified by DCJ. If you are residing in a location where tenancies will be managed by community housing providers in the future, DCJ will contact you before the transfer occurs.

The NSW Government passed legislation in October 2016 that has made the transfer of DCJ Housing tenancies to community housing providers automatic. Given these legislation changes, the transfer to a community housing provider is not an appealable decision and DCJ is able to transfer the management without the client’s consent. The amendment to the Housing Act 2001 in October 2016, allows DCJ to provide personal and health information related to tenants and their household members to their new community housing provider to enable them to adequately prepare for the transfer.

For more information including fact sheets, go to Management transfer program.

Mutual exchange

The following criteria only apply to tenancies managed by DCJ. It does not apply to tenancies managed by community housing providers. Community housing providers will manage applications for mutual exchange in accordance with their own individual policies.

What is a mutual exchange?

A mutual exchange is where one tenant exchanges properties with another tenant. It provides a way for public housing and Aboriginal Housing Office (AHO) tenants to move to a location they prefer, or to obtain more suitable accommodation.

Mutual exchanges can only occur between tenancies managed by DCJ. This means that, provided the eligibility criteria are met, a tenant of DCJ or the Aboriginal Housing Office:

  • can mutually exchange with another DCJ or Aboriginal Housing Office tenant
  • cannot mutually exchange with a tenant of a community housing provider.

Finding a property to exchange

DCJ provides a computer matching service to help public housing and AHO tenants find and contact other public housing and AHO tenants living in homes that are suitable to mutually exchange.

An exchange may involve more than 2 tenants. The time taken to find a match depends on the availability of tenants in the desired location who want to exchange. There is no charge for this service.

When DCJ finds a match, it will notify each tenant and send them a letter containing the name, phone number and address of the other tenant. The tenants then make their own arrangements to view each other's homes. Tenants are under no obligation to accept an exchange and can reject an alternative home without penalty.

Additionally, tenants may also advertise or arrange an exchange themselves (although DCJ must approve the exchange before it can take place). Tenants cannot offer financial or other incentives to encourage other tenants to exchange. If DCJ becomes aware that incentives of any form are involved, it will not approve the exchange.

Assessing a request for a mutual exchange

If the tenants agree to exchange, they must notify their local DCJ office. DCJ will advise tenants in writing whether it has approved or declined their application for mutual exchange. For more information, go to Criteria for approving a mutual exchange.

DCJ must approve a mutual exchange before the tenants move. If they move before approval is given, they may have to return to their previous dwellings. Moving without approval is a breach of the tenancy agreement.

What happens when DCJ approves a mutual exchange?

Tenants must sign a new tenancy agreement for the new home. They sign at the same time, preferably in the same office. Tenants are responsible for arranging keys and for paying their own removal costs. If DCJ has approved a tenant for a transfer, DCJ will take them off the NSW Housing Register when the mutual exchange is finalised.

Tenants who exchange into a headleased or Public Equity Partnership property cannot buy the property or carry out any modifications or additions.

Tenants approved for a mutual exchange may be required to pay a bond in the new tenancy if tenant damage charges of $500 or more in a single instance is substantiated and applied to the vacating tenancy.

Recognition as a tenant

The following information applies only to tenancies managed by DCJ. It does not apply to tenancies managed by community housing providers. Community housing providers manage applications for recognition as a tenant or succession of tenancy in accordance with their own individual policies.

When deciding whether to approve recognition as a tenant, DCJ will balance the rights of access to public housing and Aboriginal housing against the need to make public housing available to clients on the NSW Housing Register, particularly those approved for priority housing.

What is recognition as a tenant?

Recognition as a tenant is the situation that arises when a household member or other eligible person connected to the household requests to continue living in a property managed by DCJ, including an Aboriginal Housing Office property, after one of the following recognition as a tenant events has occurred. The tenant has:

  • died, or
  • left the property as a result of being imprisoned, or
  • left the property due to health reasons, for example has entered a nursing home or an institutionalised care facility.

If none of the above events has occurred, the client will not be assessed for a provisional lease or recognition as a tenant.

Where an applicant is approved for a Provisional Lease or Recognition as a Tenant, a bond may apply if they had tenant damage charges of $500 or more in any former tenancy, in their own name during the six years before they sign the new lease.

Situations where the recognition as a tenant process, including a provisional lease does not apply

The recognition as a tenant process does not apply in the following circumstances:

  • If the tenant leaves due to a breakdown in the household relationship; or an application is submitted to the NSW Civil and Administrative Tribunal under Section 79 of the Residential Tenancies Act 2010, DCJ will consider the other household member's future housing need under the Family breakdown/separation section of the Transfer Policy.
  • If a tenant vacates their tenancy by choice, DCJ expects all household members to leave the property. Household members may apply for other housing assistance products through Housing Pathways.
  • Between different housing providers. For example, a public housing tenant cannot be granted recognition as a tenant or succession to a community housing tenancy.
  • If a tenant leaves a joint tenancy, DCJ will consider the tenant who leaves future housing needs under the Transfer Policy.
  • If a tenant is being re-signed after their tenancy has been terminated by the NSW Civil and Administrative Tribunal.

Situations where the recognition as a tenant process, including a provisional lease will not be approved

Tenancies managed by DCJ are exempt from the recognition as a tenant provisions under Section 77 of the Residential Tenancies Act 2010.

DCJ will not approve recognition as a tenant, including a provisional lease if:

  • the tenancy has not been relinquished by the tenant or the tenant’s legal representative
  • the tenancy has not been approved to be taken over upon receipt of a death certificate, where a tenant has died without a will and the estate is not being managed by the NSW Trustee and Guardian
  • the tenancy has not been formally ended under the Residential Tenancies Act 2010 within a reasonable timeframe, usually 6 weeks
  • whilst an occupant of any DCJ or Aboriginal Housing Office property, the client committed acts of violence, for example, physical attacks or serious verbal threats directed at neighbours or DCJ staff
  • whilst an occupant of any DCJ or Aboriginal Housing Office property, the client was involved in illegal activities in that property
  • the client has been convicted of arson or deliberate damage to any DCJ or Aboriginal Housing Office property
  • the client is an unsatisfactory or ineligible former tenant.

DCJ will use its rights under the Residential Tenancies Act 2010 to seek termination of the tenancy and an order for possession of the property.

Timeframe to apply

Household members must inform DCJ of the recognition as a tenant event as soon as possible. If they wish to be assessed to continue living in a property managed by DCJ they must lodge an application for housing assistance, and a recognition as a tenant supplement within the following timeframes of a recognition as a tenant event:

  • All clients except Aboriginal and Torres Strait Islander people – within 6 weeks of recognition as a tenant event, or
  • Aboriginal and Torres Strait Islander people (who have confirmed their Aboriginality), or those seeking recognition as a tenant to an Aboriginal Housing Office property – within 10 weeks of recognition as a tenant event.

Part A of the Recognition as a Tenant Supplement notifies DCJ that a recognition as a tenant event has occurred. DCJ will consider this information and determine if the household is eligible for a provisional lease.

Parts A and B must be completed by a household if they wish to apply for recognition as a tenant. DCJ will assess this information and determine if the household is eligible to continue living in a property managed by DCJ.

DCJ may consider extending these timeframes, particularly for spouses or de facto partners 55 years and over, household members that are caring for the tenant and people who are the formal or informal carer of children or young persons in the household, if the client demonstrates that there are extenuating circumstances. For example, difficulty ending the previous tenancy despite having made genuine efforts or a medical condition or disability which made it difficult to lodge an application within the timeframe.

Number of applications per household

DCJ will only approve 1 application for recognition as a tenant per household. DCJ will consider each applicant's eligibility to determine who is granted recognition as a tenant. In general, a spouse or de facto partner of the tenant who is 55 years of age or older, or a formal or informal carer of children or young persons will be granted recognition as a tenant ahead of other household members.

Common eligibility criteria for recognition as a tenant

All clients requesting recognition as a tenant must demonstrate that they meet the following criteria:

  • Are an Australian citizen or permanent resident, and
  • Agree in writing to relocate if the current property does not match their assessed housing requirements, and
  • Except for formal and informal carer of children or young persons living in the property, be an approved additional occupant of the household or included on applications for rent subsidies for:
    • 2 years prior to the request, or
    • The whole of the tenancy if it is less than 2 years old, and
  • Have had a satisfactory occupation within the tenancy for the above period, or otherwise satisfy DCJ that they will be able to sustain a tenancy.

For situations where DCJ may consider waiving the requirement to have lived in the household for a minimum period go to Exceptions to minimum period of occupation in the Tenancy Policy Supplement.

DCJ applies additional criteria and processes for assessing eligibility for recognition as a tenant:

  1. Recognition as a tenant – all clients except Aboriginal and Torres Strait Islander people or clients residing in an Aboriginal Housing Office property
  2. Recognition as a tenant – Aboriginal and Torres Strait Islander people residing in public housing or clients residing in an Aboriginal Housing Office Property

The information in this section applies to the majority of clients requesting recognition as a tenant. The Recognition as a Tenant Supplement consists of 2 parts, A and B.

Part A: Provisional lease - all clients

DCJ will consider the information in Part A of the Recognition as a Tenant Supplement and determine if the household is eligible for a provisional lease.

DCJ will offer a 6 month provisional lease to people who submit an application within the required timeframe provided they meet the criteria for provisional leases set out in the Types and Length of Lease Policy. This criteria includes clients applying who may be either authorised or unauthorised occupants living in the property. These clients will also be considered for recognition as a tenant, if they have requested it in their application form.

People assessed as ineligible for social housing assistance as high risk registered persons are not eligible for a provisional lease.

People who do not submit an application within the required timeframe and who have not been granted an extension due to extenuating circumstances will have their application declined but will be offered a 3 month provisional lease provided they meet the criteria for provisional leases set out in the Types and Length of Lease Policy. This will allow them to have stable housing while they seek alternative accommodation. They will be required to move out of the property at the end of the 3 month lease.

If a client is not eligible for a provisional lease, DCJ will decline any application for recognition as a tenant that has been lodged. The client may still apply for other housing assistance products through Housing Pathways.

1. Part B: Recognition as a tenant – all clients except Aboriginal and Torres Strait Islander people and clients residing in an Aboriginal Housing Office property

DCJ will consider the information in Part B of the Recognition as a Tenant Supplement and determine if the household is eligible to continue living in a property managed by DCJ. DCJ will first assess if the client meets the common eligibility criteria for recognition as a tenant set out above.

Specific criteria for recognition as a tenant – all clients except Aboriginal and Torres Strait Islander people and clients residing in an Aboriginal Housing Office property

If the client meets the common eligibility criteria set out above, DCJ will grant recognition as a tenant to clients if they meet the following specific criteria:

2. Part B: Recognition as a tenant – Aboriginal and Torres Strait Islander people and clients residing in an Aboriginal Housing Office property

The information in this section applies to Aboriginal and Torres Strait Islander clients residing in public housing who are able to confirm their Aboriginality or clients residing in an Aboriginal Housing Office property. DCJ will consider information in Part B of the Recognition as a Tenant Supplement and determine if the household is eligible to continue living in a property managed by DCJ.

If the client meets the common eligibility criteria set out above, and they have confirmed their Aboriginality, DCJ will grant recognition as a tenant to clients if they meet the following specific criteria. For more information regarding confirmation of Aboriginality see the Social Housing Eligibility and Allocations Policy Supplement.

Outcomes for all clients

DCJ, in conjunction with Aboriginal Housing Office, will assess requests for recognition as a tenant and either:

  • grant approval for the client to continue living in a property managed by DCJ. If recognition as a tenant is approved, DCJ will grant a 2 year, 5 year, 10 year or continuous lease, depending on the client's entitlement, when the provisional lease ends. For further information about the type and length of lease DCJ will offer see Changing a tenancy – Type and length of lease offered in the Tenancy Policy Supplement, or
  • decline approval for the client to continue living in a property managed by DCJ. When this occurs DCJ expects all household members to leave the property. DCJ will use its rights under the Residential Tenancies Act 2010 to seek termination of the tenancy and an order for possession of the property.

Where DCJ proposes to decline an application for recognition as a tenant from an Aboriginal or Torres Strait Islander person to a NSW Land and Housing Corporation (public housing) property, it may ask the Aboriginal Housing Office to comment on this proposal. This is consistent with DCJ aim to make culturally appropriate decisions concerning Aboriginal people.

Where DCJ recommends declining recognition as a tenant of an Aboriginal client to an Aboriginal Housing Office property, it must refer this decision to the Aboriginal Housing Office for review before it is finalised.

If recognition as a tenant is approved, DCJ will confirm that the previous tenancy is relinquished or formally ended under the Residential Tenancies Act 2010, or a more suitable property for the household identified, and then ask the client to sign a tenancy agreement. For information about the type and length of lease DCJ will offer see Changing a tenancy – Type and length of lease offered in the Tenancy Policy Supplement.

If recognition as a tenant is declined, DCJ will ask the people living in the property to move out. DCJ will use its rights under the Residential Tenancies Act 2010 in order to ensure the property is vacated.

Considerations for all clients applying for recognition as a tenant

Young persons

If the client is a young person aged 16 or 17 years, they may be granted recognition as a tenant if they demonstrate they are able to care for themselves and can meet the terms of the tenancy agreement. For further information see the Eligibility for Social Housing Policy.

Accounts of the previous tenant

DCJ cannot pass on the debts of the former tenant to the new tenant when there is a change of tenancy and a new tenancy agreement is signed. If a tenant dies, DCJ will claim the rental bond (if one exists) for any money they owe before  writing off any remaining debts. If any of their accounts are in credit DCJ will pay the money to their estate. If a tenant leaves the property, DCJ will claim the bond (if one exists) for any money they owe, and then  treat any remaining debit or credit as a vacated account.

Requirement to move to a different property

When DCJ grants recognition as a tenant, it assesses whether the property the person is living in matches their housing requirements. If the property does not match the client's housing needs, DCJ will ask the client to agree to relocate to a suitable property as a condition of granting approval to continue living in public or Aboriginal housing. If the client fails to agree to relocate, recognition as a tenant will not be approved.

If the client has been approved for recognition as a tenant, and has been granted a 2, 5, 10 year or continuous lease, should they fail to comply with the agreement to relocate, DCJ will enforce its right to relocate the tenant under the Residential Tenancies Act 2010. For more information see Relocating tenants for management purposes.

For clients residing in public housing who have been granted a provisional lease and the client:

  • withdraws their consent to relocate during the provisional lease, and recognition as a tenant has been approved, the approval will be rescinded by a delegated officer and DCJ will commence action to terminate the tenancy at the end of the provisional lease, or
  • withdraws their consent to relocate during the provisional lease, and recognition as a tenant has not yet been approved, then recognition as a tenant will not be approved.

Appointed agents

DCJ will not approve recognition as a tenant to appointed agents unless they are already another household member, or they are the tenant's spouse or de facto partner and the tenant has relinquished the tenancy. For more information on appointing an agent see the During a Tenancy Policy.

4. Legislation and compliance

Social housing providers change tenancies in accordance with the provisions of the Residential Tenancies Act 2010 and the Housing Act 2001.

If DCJ decides to relocate a tenant for management purposes, it still reserves its right at all times to issue a notice of termination of a residential tenancy agreement if there have been breaches of the residential tenancy agreement. This proviso applies to ensure DCJ can comply with its legislative obligations as well as its contractual obligations under the residential tenancy agreement.

5. Related documentation

6. Further information

Appeals and review of decisions

If a client disagrees with a decision a social housing provider has made, they should first discuss their concerns with a staff member from the provider that made the decision. The next step, if they still believe the social housing provider made the wrong decision, is to ask for a formal review of the decision. For information on how reviews work, the client can ask the housing provider for a copy of the fact sheet appeals and reviewing decisions, or read the Client Service Delivery and Appeals Policy.

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Last updated: 04 Nov 2019