Frequently Asked Questions

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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 

How do I apply for Long Term Housing?

You can apply for long term housing with VHA by clicking the link here and filling out an application form. If you would like to know more about our locations and communities, click here. Alternatively, please send an email to support@veteranhousing.org.au

You can apply for short term crisis accommodation with VHA by clicking the link here and filling out an application form. You can also click here to find out more information on our website <insert link to Crisis Accom page>  Alternatively, please send an email to support@veteranhousing.org.au

VHA calculate rent in line with community housing legislation. Your rent will be based off 75% of market rent or 25% of your gross household income – whichever is the lesser.

By providing your gross household income, we can ensure you are not paying too much in rent.

VHA require a service number to determine that you are a veteran, a spouse of a veteran, or a war widow/er – this will help qualify you for our housing.

If I am having neighbour problems, what do I do?

If you are having issues with a neighbour VHA suggest you contact your Area Manager or the General Manager (GM) to advise them on the matter. Email at gm@veteranhousing.org.au

The GM will act as a mediator between the two parties and assist in resolving any issues.

For all damages or maintenance requests at your property, please contact the General Manager of VHA via phone or email on gm@veteranhousing.org.au

VHA appreciate your feedback on our services. To find out more about making a compliant, appealing a decision or providing a compliment please visit this link here.

If you are aware of any matter that may be criminal, you should report this to the Police by calling 000.

VHA cannot and will not become involved in a review of potential criminal activity, until Police have completed any relevant investigation first. Only then will VHA become involved, and only then if the actions trigger any requirements for us to act as the landowner.

How is rent calculated?

VHA calculate rent in line with community housing legislation. Your rent will be based off 75% of market rent or 25% of your gross household income – whichever is the lesser.

By providing your gross household income, we can ensure you are not paying too much in rent.

Rent is paid fortnightly to VHA via direct debit. There are two methods you can choose from:

  1. Ezidebit – an online automated system which direct debits from your bank account fortnightly
  2. Centrepay – if you have a CRN, rent is deducted from your Centrelink payments every fortnight

If your income decreases or increases, please let VHA know and supply documentation. Email finance@veteranhousing.org.au

Every 12 months VHA conduct financial reviews to ensure you are paying the correct rent. This process requires you to fill out a financials form and send it to VHA along with supporting documents in a 2-week period usually in February or March.

You will be notified in writing of any increase or decrease in writing 90 days prior to the new rent is enforced.

You can contact the General Manager via phone or email to discuss. Alternatively, you can contact Consumer Affairs on the bottom of your rent review letter and request an internal investigation.

If you are experiencing financial hardship or in hospital we can discuss options regarding your rent. If you are incarcerated there are different methods and you would need to get in contact with VHA immediately to discuss.

You should contact Centrelink to discuss if you are eligible for rent assistance

How do I request maintenance?

Contact the General Manager on gm@veteranhousing.org.au

The law defines a list of urgent repairs. Anything else is a non-urgent repair. A repair is non-urgent if the renter can continue to safely live in the property. Non-urgent repairs include things like a broken dishwasher or loose bathroom tiles. See here for the list of URGENT repairs.

It is the tenant’s responsibility to maintain the garden and clean out the roof gutters and downpipes.

Tenants are responsible for changing and replacing consumables such as light bulbs, smoke detector batteries, or garage remote control devices and their batteries.

You are also required to maintain the home in a neat and tidy order. Such that when handed back it is in its original condition.

When you move in you are given two sets of keys. If you lock yourself out or lose your keys it is your responsibility to contact a locksmith. Always let the General Manager know if you have lost your keys or had the locks changed.

Am I responsible for the actions of my visitors?

Yes, any visitors you have at your unit are your responsibility and should they cause an issue such as damage, threats or intimidation, noise or theft – you will receive the breach or notice to vacate.

Visitors are also to park in the Visitor Parking and NOT in tenant carparks.

You will need to disclose whether or not you have a pet to VHA when you apply. VHA will not unlawfully refuse you to have a pet at your property, however consideration must be taken when allocating you a house, its best you discuss this before you move in. There are also specific rules for pets in our common areas.

You must connect gas and electricity prior to moving in. You choose your preferred supplier, however if you need assistance with this contact VHA.

VHA currently pay for your water supply in full. Noting that usually you are responsible for payment of usage charges.

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. VHA 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.

Crisis Accommodation

Who is eligible?

Veterans and their immediate family (including spouses and children) experiencing a sudden change in circumstances that has led to housing instability may be eligible for crisis accommodation.

This can include situations such as eviction, domestic violence, or certain medical events. Applicants are required to provide an exit strategy before accommodation is granted, so appropriate supports can be put in place to help them transition to stable housing.

Crisis Accommodation is funded for up to two weeks.

VHA’s Crisis Accommodation Program operates nation-wide and can be accessed anywhere in Australia, as long as a suitable accommodation provider is accessible.

Providing Veterans and their families with a sense of stability, connection and hope.

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