Policy date October 2015 Document version Version 3 National Operations Manager Review date October 2018

Transcription

1 Plicy Dcument Gd Neighbur Plicy sectin: 1.0 Plicy: Sectin name: Establishing and Maintaining Tenancies Dcument name Gd Neighbur Applicability Missin Australia Husing Authrisatin Senir Management Team Plicy date Octber 2015 Dcument versin Versin 3 Plicy wner Natinal Operatins Manager Review date Octber 2018 Cntents 1 Purpse Related plicies Scpe Guiding principles Plicy Prcedures Respnsibility and authrity Definitins Purpse T utline standards f neighburly cnduct expected f all tenants f Missin Australia Husing (MAH). T utline actins MAH may take where there is a dispute r issue between tenants. 2 Related plicies 2.1 This plicy shuld be read in cnjunctin with the: Referrals t Agencies Plicy, which details the apprach taken by MAH in rder t assist tenants with specific needs r tenancy management issues t cnnect t services that may be able t assist them. Gd Neighbur, v.3 Plicy Missin Australia Husing

2 2.1.2 Anti-Scial Behaviur Plicy, which utlines actins that may be taken by MAH t address and prevent anti-scial behaviurs ccurring at prperties and ffices. 3 Scpe 3.1 This plicy applies t staff respnsible fr managing tenants and prperties f MAH. 4 Guiding principles MAH uphlds the right f all tenants t quiet enjyment f their prperty. MAH expects that all tenants, staff and cntractrs are t be treated with respect and curtesy at all times. MAH infrms all tenants f expected standards f cnduct and f their rights and respnsibilities. MAH encurages tenants t discuss and reslve their issues independently wherever pssible. MAH wrks with all parties where they have been unable t reslve issues themselves. MAH prmtes early interventin with regard t disputes between tenants. MAH takes a preventative apprach t anti-scial behaviur by prmting psitive interactin between tenants thrugh its cmmunity engagement practices. Tenants are given pprtunities t appeal rganisatinal decisins in rder t ensure fair and transparent utcmes. Tenants are assisted t access supprts which enable them t sustain their tenancy wherever requested r required. 4.10MAH uphlds accuntability and transparency thrugh its recrd keeping practices. 5 Plicy Tenants f MAH cme frm a range f backgrunds and sme prperties require tenants t share laundries, gardens, cmmunal areas and parking spaces. Tenants will be advised as per the Start f Tenancy Plicy that they shuld expect sme nise and difference in lifestyle chices between them and their neighburs. All tenants will be infrmed f expected standards f cnduct tward ther tenants, their husehld members and visitrs n signing a lease r rming accmmdatin agreement fr their prperty as per the Start f Tenancy Plicy. page 3

3 MAH respects the right f all tenants t live in peace. Harassment r discriminatin directed t any tenant r grup f tenants, anti-scial behaviur and excessive nise will nt be tlerated and staff will take actin t address these matters as per the Anti-Scial Behaviur Plicy. All tenants have a right t make a cmplaint abut anther tenant, grup f tenants r visitrs wh they feel have vilated their right t live in peace and privacy as per the Cmplaints Plicy. Depending n the nature f a cmplaint, staff may: Encurage the tenant t speak with the tenant r tenants wh have been causing cncern; and/r Mediate between the tenants t reach a slutin where a cmplaint is serius, cnfrntatinal r where cmmunicatin between tenants has brken dwn; and/r Refer the tenants t a third party mediatr, such as a Cmmunity Justice Centre; and/r Liaise with and refer tenants t supprt services t ensure the peace, cmfrt r privacy f ther tenants r neighburs Where MAH identifies that the cnduct f a tenant tward their neighbur r neighburs has been unwanted/ inapprpriate, the tenant may be in breach f their lease r rming accmmdatin as per the Breach f Tenancy Plicy. Repeated failure t abide by the terms f a lease r rming accmmdatin agreement, including failure t rectify inapprpriate cnduct tward neighburs, may require MAH t take further actin as per the Ending Tenancies Plicy. MAH will encurage tenants t cntact the Plice where they have been the target f anti-scial behaviur perpetrated by anther tenant r grup f tenants. MAH will be required t refer the matter t Plice if criminal activity has ccurred. Staff will infrm tenants f their right t appeal rganisatinal decisins and t cmplain abut the services f MAH as per the Appeals Plicy and Cmplaints Plicy Staff will stre any infrmatin abut neighburhd issues and disputes between tenants in the tenancy management system. 6 Prcedures 6.1 Receiving and respnding t cmplaints Husing staff may need t determine whether a cmplaint regarding a neighbur is valid. Sme difference in lifestyle is inevitable and nise is t be expected and sme disagreements may, fr instance, be related t living in a high density envirnment. T manage an incident, detailed infrmatin and evidence will be required. Where a tenant cntacts MAH t reprt an issue r dispute between them and anther tenant, a Husing Manager will btain as much infrmatin abut the matter as pssible in rder t identify an apprpriate curse f page 4

4 actin. Husing Managers shuld aim t btain specific details abut the situatin, fr instance, the dates, times and details f any incidents. Where the matter is nt cnfrntatinal r serius, the Husing Manager will encurage the tenant t cntact their neighbur t discuss the situatin. The Husing Manager will prvide advice n strategies that may assist the tenant t wrk tward a reslutin where required. This may include prviding the tenant with infrmatin abut relevant mediatin services. If the matter is cnfrntatinal r serius, r the tenant has been unable t reslve the matter by talking with their neighbur: Any details relating t the cmplaint will be recrded n the tenancy file f the tenant wh has made the cmplaint and the tenant subject f the cmplaint. Staff will be advised that tenants may request t make an annymus cmplaint. Nte: where nly ne tenant is hused by MAH, nly ne tenancy file will be amended The Husing Manager will cntact the tenant subject f the cmplaint t give them an pprtunity t respnd t any allegatins. Nte: where apprpriate, the Husing Manager may ffer t arrange mediatin Where apprpriate the Husing Manager will refer tenants t apprpriate supprts as per the Referrals t Agencies Plicy Where necessary and where the Husing Manager has determined a cmplaint is valid, the tenant subject f the cmplaint will be reminded f their respnsibilities and further curses f actin that may be taken shuld cmplaints cntinue. This may include: Issuing the tenant with ntice fr breach f their lease r rming accmmdatin agreement as per the Breach f Tenancy Plicy Issuing the tenant with ntice t end their tenancy fr serius and/r repeated breaches as per the Ending Tenancies Plicy Phning the apprpriate husing rganisatin t discuss the matter, where the tenant subject f the cmplaint leases their prperty frm anther rganisatin The tenant wh made the cmplaint will be advised t keep a diary f incidents r disturbances, which may be taken as future evidence. The Husing Manager will encurage the tenant t cntact the Plice if they have been the target f illegal, discriminatry r threatening cnduct. MAH will be unable t investigate cmplaints f criminal activity and these cmplaints will be referred t the Plice. 6.2 Recrd keeping Staff will keep the fllwing recrds in the tenancy management system: Appeals/cmplaints received Crrespndence t/frm tenants Ntices page 5

5 Incident details Evidence relating t any allegatins. 7 Respnsibility and authrity 7.1 Husing Managers Keeping recrds in the tenancy management system wherever required in accrdance with this plicy Infrming tenants f their rights and respnsibilities tward neighburs at the start f and during tenancies Wrking with tenants in accrdance with this plicy Issuing ntice where required Receiving crrespndence frm/ issuing crrespndence t tenants Recmmending imprvements t this plicy and prcedure. 7.2 Team Leaders/Reginal Managers Ensuring gd management f evidence in the tenancy management system Supprting Husing Managers in implementing this plicy Incrprating this plicy and prcedure int staff inductins and training Escalating feedback abut this plicy t the plicy wner and/r plicy writer. 7.3 Natinal Operatins Manager Ensuring MAH cmplies with this plicy and prcedure Authrising any changes made t this plicy and prcedure. 8 Definitins Neighbur: a persn wh lives nearby, either in a surrunding prperty r in the same cmplex. Under residential tenancy and rming accmmdatin legislatin, tenants are required t respect the right f their neighburs t live in peace and privacy. Anti-scial behaviur: behaviur that is cnsidered t cause nuisance t thers, ranging frm the very minr (such as littering) t mre extreme frms f criminal behaviur (such as burglary and harassment). page 6