ASK & WE ANSWER
frequently asked questions
Frequently Asked Questions
Here you will find a comprehensive list of frequently asked questions.
If you don’t find the answers you are looking for, get in touch via our contact us page
VHA has two direct debit methods for rent collection for the property you are leasing.
All rental payments are scheduled to be debited fortnightly and on the date and amount outlined within your rental agreement.
Method 1. Ezidebit
An automated online system used by several large organisations that securely holds your personal data including your chosen payment method either debited from your selected Bank account or Credit Card.
Ezidebit withdraw the funds from your account within the 24hour period of the chosen date.
If you do not have sufficient funds in the account provided prior to 00:00hours on the selected date Ezidebit will charge an insufficient non-refundable fee of up to $25.00 per attempt.
Please see link to our website where the Ezidebit DDR Service agreement and New Customer form to complete, upon signing up to this payment option.
Method 2. Centrepay.
Centrepay is an automated government owed portal, linked directly to Centrelink payments that securely holds your personal data.
If you are receiving Centrelink payments you have the option to have your rental payments debited from your funds before your Centrelink payment comes into your account. You will need to have a CRN (Centrelink reference number) to do this method.
This method can be used to help with the ease of managing your cash flow with the deduction occurring before your income payment is received from Centrelink.
Please see link to our website providing a snipit of the details required for this payment option.
Payment Terms
Rental payments that bounce with no communication, we automatically be re-debited from your account from within 3 business days. If the payment fails again a Breach notice will be sent for immediate action of payment of Arrears.
If for whatever reason you need to discuss your payment plan and options, please contact the Finance Manager Monica via email Finance@veteranhousing.org.au
If you have tried to discuss the problem with your neighbour and the two of you are still unable to come to an agreement you should consider mediation through the Community Justice Centre whose number is 1800 990 777 (Australia wide free call).
Many problems can be sorted out quickly and informally by speaking to the employee who is dealing with the matter. We would encourage you to use the informal approach first.
While we would hope that most problems can be sorted out quickly and informally, you have every right to make a complaint.
Wherever possible you should try to contact us, write to us, or submit a VHA Complaints Form within two weeks of the event or incident occurring.
At VHA we take complaints seriously. Anyone who requests, receives, or provides a service, to or from VHA, or is affected in a significant way by VHA’s activities can use our complaints procedure. For example, a client, a housing applicant, a tenant, a contractor, or a neighbour of a VHA property.
Complaints can be made about:
- unprofessional behaviour
- poor advice
- unsatisfactory service
- misuse of information
- any other aspect of Veteran Housing Australia’s operations you are not satisfied with.
If you or your property are a victim of a crime and it’s an emergency you should phone the Police immediately on 000.
If you or your property are a victim of a crime and it is not urgent, you can contact the Police Assistance Line (PAL) on 131 444. Once your report is completed by a customer service representative, your information is immediately available to your local police. Types of crimes you can report to the Police Assistance Line include break and enter, motor vehicle theft, stealing and malicious damage (including graffiti).
Call your Tenant Liaison Officer on (03) 9629 2648 Or send through an email at tlo@carryon.org.au
As per the Residential Tenancy Act the following applies:
- Urgent – 4 hours, to make the premises safe from gas leaks, major water loss, security threat, sewer overflow or electrical danger.
- Priority – 24 hour, to repair water leaks in pipes, repair broken external doors, repair broken windows, clear drain blockages, restore electricity, repair or stop major roof leakages.
- Normal repair – within 14-21 days depending on the State, all other repairs such as leaking taps, broken internal doors, stove repairs, broken light batten, running toilet.
Generally, it is the tenant’s responsibility to maintain the garden and clean out the roof gutters and downpipes. Common garden areas will be maintained by VHA and the rent may include a fee for maintenance of common garden, public lighting etc.
Tenants are responsible for changing and replacing consumables such as light bulbs, smoke detector batteries, or garage remote control devices and their batteries.
This could depend on several circumstances such as the sort of property you live in, your neighbours, and if the property is leased by VHA. Remember that all leases have a no pet clause, and you will therefore need the manager’s approval to have a pet on the premises.
This could depend on several circumstances such as the sort of property you live in, your neighbours, and if the property is leased by VHA. Remember that all leases have a no pet clause, and you will therefore need the manager’s approval to have a pet on the premises.
Connection of electricity and gas is your responsibility. You will have to pay for connection costs and usage. You may choose your own electricity and gas retailer. The terms and conditions regarding supply of electricity and gas are a matter between you and your retailer.
VHA is not obligated to supply an Internet service. A connection may be provided depending on whether the property is new or has been previously occupied.
VHA does not provide Internet service. You may arrange connection of an Internet service at your own expense, providing you let us know and agree to leave the connections or reinstate the property to its original condition if you vacate.
VHA is not obligated to supply an Internet service. A connection may be provided depending on whether the property is new or has been previously occupied.
VHA does not provide Internet service. You may arrange connection of an Internet service at your own expense, providing you let us know and agree to leave the connections or reinstate the property to its original condition if you vacate.
No. VHA does not provide insurance for household contents. That is your responsibility.
Yes. The Tenant Liaison Officer should be notified if you have children stay on a regular basis, a new partner who has moved in, or any other persons who are living and/or sleeping at the property.
Routine inspections are done every 6 months by a staff member. A written record of the visit is kept in our files. You will receive 14 days’ notice of an inspection and you must let VHA know if you will not be at the property that day.
You are required to give 14 days’ notice before vacating your property.
If you have given notice of leaving your property you will be asked by VHA to make an appointment to carry out a final (exit) inspection. This inspection should be done after all of your goods have been removed and the property has been cleaned to its original condition, as per the lease agreement.
VHA need to know your total household income and expenditure se we can determine the correct amount of your fortnightly rental fees . All your information is confidential and is not shared with any third party.
We need to determine that you are a Veteran, a Spouse of a Veteran, or a War Widow/er in order to qualify for housing through VHA.
VHA charges rent based on 75% of the property’s valued market rent. Market rent valuations are done every 2 years and the tenant will be notified if the rent is set to increase.
VHA charges rent based on 75% of the property’s valued market rent. Market rent valuations are done every 2 years and the tenant will be notified if the rent is set to increase.
VHA charges rent based on 75% of the property’s valued market rent. Market rent valuations are done every 2 years and the tenant will be notified if the rent is set to increase.
The rents for lower-income households will not exceed 30% of gross household income at commencement of the tenancy. This 30% threshold excludes Commonwealth Rent Assistance (a rent subsidy from government available to tenants who receive a Centrelink payment and are paying more than a specified minimum amount of rent).
VHA has a hardship policy in place for those who cannot afford rent. This form can be found here.
VHA’s preferred method of payment of rent for tenants whose principal (or only) source of income is Centrelink, is Centrepay deduction from the Centrelink benefit, before the benefit is paid.
If you are not reliant on Centrelink payments and receive DVA payments, you may pay your rent by Internet Banking Transfer or Direct Debit from your account.
Upon signing your Tenancy Agreement on the day of handover, the amount of two weeks advance payment of rent is required. Subsequent rent payments will fall due every two weeks thereafter.
You are required to pay your rent every fortnight. If you are reliant on Centrelink benefits, the rent will be deducted from your Centrelink payment before you receive it, under the Centrepay arrangements.
You must pay the same amount every fortnight on the due date.
Generally speaking, no you can’t. If you are experiencing some form of financial hardship, we ask that you contact the Tenant Liaison Officer and arrange an appointment to discuss the matter.
Possibly. This is a matter for Centrelink to determine. You should apply to Centrelink before you accept this offer of housing.
Make sure that you stress to Centrelink that this is NOT public housing, it is community housing. Take your approval letter and this FAQ with you to Centrelink.
In this case you should contact the Tenant Liaison Officer and arrange an appointment to discuss the matter. If you are still not happy with the result of the appointment you are able to ask that your query be forwarded to a higher level. If you are still not satisfied, you can then contact the Tenants Union.
