Policy Document Routine Inspections Policy section: 1.0 Policy: 1.2.8 Section name: Establishing and Maintaining Tenancies Document name Routine Inspections Applicability Mission Australia Housing Authorisation Senior Management Team Policy date November 2015 Document version Version 3 Policy owner National Operations Manager Review date November 2018 Contents 1 Purpose... 2 2 Related policies... 3 3 Scope... 3 4 Guiding principles... 3 5 Policy... 3 6 Procedure... 4 7 State and program based variations... 6 8 Responsibility and authority... 6 9 Definitions... 7 1 Purpose 1.1 1.2 1.3 To outline requirements for Mission Australia Housing (MAH) staff involved in performing routine inspections. To outline the obligations of tenants requested to facilitate access to their property for a routine inspection. To outline actions that maybe taken where property damage or tenancy management issues have been identified through a routine inspection. Routine Inspections, v.3 Policy 1.2.8 Mission Australia Housing
2 Related policies 2.1 This policy should be read in conjunction with the: 2.1.1 Condition Report Policy, which outlines MAH requirements relating to the completion and submission of property condition reports at the start of tenancy. 2.1.2 Periodic and Scheduled Maintenance Policy, which outlines how MAH optimises its asset expenditure through planned and cyclical maintenance programs. 2.1.3 Tenant Responsibility for Maintenance Policy, which outlines the responsibilities that tenants have for property care. 2.1.4 Work, Health and Safety Policy, which outlines measures staff should take to protect their health and safety and that of tenants. 3 Scope 3.1 This policy applies to staff responsible for managing tenants and properties of MAH. 4 Guiding principles 4.1 4.2 4.3 4.4 4.5 Routine inspections are undertaken regularly in order to check the condition of properties, ensure their suitability and establish the wellbeing of tenants and their household. Routine inspections enable MAH to obtain an accurate record of the condition of a property and to address tenancy management issues under an early intervention and tenancy sustainment framework. Tenants are given opportunities to address any issues identified at their property wherever possible. Tenants are given opportunities to appeal organisational decisions and/or to complain about the services of MAH. MAH upholds accountability and transparency through its record keeping practices. 5 Policy 5.1 MAH staff will undertake regular routine inspections of all properties that are owned or managed by MAH in order to assess their condition and identify repairs or maintenance works that may be required. page 3
5.2 5.3 5.4 5.5 5.6 5.7 5.8 5.9 Where practicable, routine inspections will be undertaken jointly by an Asset Manager and a Housing Manager. This will ensure that repairs and maintenance work and tenancy management issues can be identified and actioned by the appropriately qualified staff. The first routine inspection will take place three months after the start of tenancy, for early identification of tenancy management issues. Inspections will generally be undertaken in six monthly intervals. Where there are concerns regarding a tenancy or concerns for the condition of a property inspections will be more frequent, at three monthly intervals. Wherever a routine inspection is to be undertaken, the tenant involved will be given written notification and where possible verbal notice conforming to the legislative timeframes of operating states as per 7.1. Tenants are required to facilitate access to their property for routine inspections as per statebased tenancy legislation. Where tenants do not provide access, MAH may issue a breach of tenancy notice and apply to state based authorities for an order for access or to end the tenancy. Where staff identify repair or maintenance issues requiring attention during a routine inspection and where it is appropriate, the tenant involved will be given an opportunity to rectify matters. Significant repairs or maintenance issues caused by property neglect or damage will be addressed under the debt recovery processes of MAH as per the Debt Management Policy. Where staff identify that a tenant is experiencing difficulty managing their tenancy, they will wherever possible encourage the tenant to access support subject to their consent as per the Referrals to Agencies Policy. Tenants will be informed of their right to complain about the services of MAH and to appeal organisational decisions as per the Appeals and Complaints Policy. 5.10Staff will keep records developed through routine inspection processes in the tenancy management system. 6 Procedure 6.1 Preparing for a routine inspection Before a routine inspection takes place, a tenant must be given adequate written notice as per 7.1. Where a tenant has been unable to agree to the routine inspection, they will be given two options: Arrange a more suitable time Consent to housing staff entering their property with a spare property key. Note: two staff must attend a property where a tenant is not available. Note: tenants who repeatedly do not provide entry to their property or arrange an alternative time may be issued with a breach notice and MAH may refer the matter to state based tribunals. page 4
Staff will review any tenancy or property information to prepare for and guide the inspection, including property condition reports and tenancy risk assessments. Where potential property or tenancy risks are identified, two staff will attend the inspection. During the inspection, staff will assess the condition of the property and discuss any concerns of the tenant. The Housing Manager will be required to take the property condition report and previous inspection forms to the routine inspection. 6.2 Undertaking a routine inspection During the inspection, the Housing Manager will refer to the property condition report and inspection forms to determine if there are any changes to the condition of the property. The Housing Manager will consider the length of the tenancy and the age of any fixtures or fittings at the property. Any repair or maintenance issues will be managed as per the Responsive Repairs Policy. Hoarding and squalor issues will be managed as per the Managing Hoarding and Squalor Policy. Resources such as the Clutter Image Rating Tool and the Environmental Cleanliness and Clutter Scale will be used to determine the cleanliness of the property if the Housing Manager observes signs of hoarding or squalor. The tenant will wherever possible be given an opportunity to rectify property neglect or damage issues themselves. Serious neglect and/or damage will be managed as per the Debt Management Policy. Any tenancy management issues will be managed, where appropriate, as per the Breach of Tenancy Policy and/or Referrals to Agencies Policy. Serious child welfare issues will be managed as per the Child Protection Policy. 6.3 Post inspection process Staff will record the outcomes of a routine inspection in the tenancy management system, including: The relevant tenant and property file will be updated in order to reflect the current situation. Where issues are identified, work orders will be raised. Photographs of property condition including suspected tenant damage. Where property damage has been identified, staff will indicate a potential cause or contributing factors for the damage. This will support asset staff to plan for changes to property components. A date of next inspection: In 3 months if the tenant is not taking reasonable care of the property and the property requires urgent actions by the tenant and/or contractor In 6 months if the tenant is taking reasonable care of the property In 1 year if the tenant is taking good care of the property. Property identified as requiring maintenance page 5
A letter will be sent to each tenant advising of any upcoming maintenance work or any actions the tenant will be required to bring their property to a more suitable standard, and to advise them of the approximate date of the next inspection (3 or 6 months). Property identified as being in good condition If there are no maintenance actions required, the letter will thank the tenant for taking good care of the home and advise them of the approximate date of the next inspection (1 year). 6.4 Record keeping Staff will ensure that the following records are kept in the tenancy management system: Condition reports and other routine inspection notes Consent forms, where completed in accordance with this policy Payment plans Referral forms 7 State and program based variations 7.1 State based variations Staff must provide tenants with the following notice periods before a routine inspection may take place: Notice required in New South Wales Notice required in Tasmania Notice required in Queensland for tenants on lease agreements Notice required in Queensland for tenants on rooming accommodation agreements At least seven days (not more than four times per year) 24 hours (once every three months) Seven days 48 hours and immediately before entry (not more than once per month) 8 Responsibility and authority 8.1 Housing Managers and Asset Managers 8.1.1 Keeping records in the tenancy management system wherever required in accordance with this policy. 8.1.2 Undertaking routine inspections and documenting findings. 8.1.3 Working with tenants to manage identified property or tenancy management issues. 8.1.4 Recommending improvements to this policy and procedure. 8.2 Team Leaders/ Regional Managers 8.2.1 Ensuring good management of evidence in the tenancy management system. page 6
8.2.2 Incorporating this policy and procedure into staff inductions and training. 8.2.3 Escalating feedback about this policy to the policy owner and/or policy writer. 8.3 National Operations Manager 8.3.1 Ensuring MAH complies with this policy and procedure. 8.3.2 Authorising any changes made to this policy and procedure. 9 Definitions Routine inspection: a regular process in tenancy and property management used to establish the condition of a property; establish a schedule of maintenance and address behaviours or practices in contravention of residential tenancy and rooming accommodation legislation. page 7