1.2 Offering a Property to a Client

• 1.2.1 Policy
• 1.2.2 Procedure
  • 1.2.2.1 The Offer Process
  • 1.2.2.2 Suspending an Application
  • 1.2.2.3 Removing a Client from the Waiting List
  • 1.2.2.4 Response to Offer Assessment Criteria
  • 1.2.2.5 Evidence Requirements
  • Table 1 Evidence Requirements
  • 1.2.2.6 Appealing Decisions

1.2.1 Policy

Bridge Housing will make up to two reasonable offers of housing to a client, except in some circumstances where tenants are being relocated for management purposes, see Relocation Policy for more information. Bridge Housing will remove a client who does not accept reasonable offers of housing from the Waiting List, as Bridge Housing can not satisfy the clients housing need. See Removing a client from the waiting list in this policy for more information.

An offer is reasonable if it will meet the client’s known housing requirements and locational needs based on the merits of the information provided by the client. Bridge Housing’s policy for assessing a client’s housing requirements and locational need is set out in Matching Clients and Properties Policy.

Bridge Housing has a limited supply of dwellings. Housing is a scarce resource and housing is allocated on a need basis. This policy ensures that a fair system is in place when allocating properties and that Bridge Housing is able to find tenants for its properties in the shortest possible time so that properties are not left vacant.

This policy applies to offers of housing made by Bridge Housing to people registered for:

• General Housing Program-Community Housing Leasing Program-Capital and Leasehold
• Social Housing Subsidy Program
• Housing New South Wales Nominated Applicants
• Support Partners Nominated Applicants

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1.2.2 Procedure

1.2.2.1 The Offer Process

The offer process begins once a client is selected from the waiting list as a suitable match for an available property. Bridge Housing will make offers of housing that meet the requirements of the Matching Clients and Properties Policy. Bridge Housing considers these offers to be reasonable offers.

Bridge Housing will remove a client’s application from the waiting list if:

• The client rejects two reasonable offers of housing
• Repeatedly fails to respond to attempts to contact them to make an offer of housing or
• Refuses to sign a fixed term tenancy agreement.

Bridge Housing can withdraw an offer after it has been made. Bridge Housing will withdraw an offer if:

• It becomes clear that the offer was not reasonable, or
• The property is needed to house a client with more urgent needs
• Bridge Housing has concerns about the ability to manage a tenancy with or without support
• It is clear that the client provided false information in their application.

Bridge Housing will usually contact clients by phone to reconfirm their eligibility for an offer of housing. If the client cannot be contacted by phone, Bridge Housing will send an express post letter to the client requesting that they contact the office urgently (before close of business on the second working day after the letter was posted).

At the time of the offer the client will be advised of the type and length of lease that Bridge Housing will offer based on an assessment of their current household circumstances. After an offer has been made, Bridge Housing expects clients to inspect the property and inform Bridge Housing whether or not they will accept the offer within 4 days of Bridge Housing posting the letter. Bridge Housing can extend this timeframe for a short time if the client requests it and has good reasons for making the request.

If the property is still occupied, Bridge Housing will arrange, where possible, a time for the client to view the property and a Bridge Housing representative will accompany the client to the viewing.

Sometimes the property is undergoing refurbishment, renovation or other planned maintenance. In this situation Bridge Housing will inform the client about the work that is to be carried out and the expected standard or condition of the property when the work is finished.

Offer Response Form All clients who have been made an offer must complete the Offer Response Form. This form is an opportunity for the client to detail in writing, their initial response to the property that they have just viewed and to provide the Bridge Housing with a written record that they have viewed the offered housing.

Offer Accepted If the client accepts the offer, Bridge Housing will advise the client when the property will be ready and what needs to happen before the client can move in. Bridge Housing will usually ask the client to sign a tenancy agreement within one week of accepting the offer. Bridge Housing can extend this timeframe if the client requests it and has good reasons for making the request.

Offer Rejected or Withdrawn If the client does not accept the offer, Bridge Housing will decide whether the client’s response is:

• A rejection of a reasonable offer which means the offer would count as one of the client’s two offers; or
• A valid refusal of an unreasonable offer, which means the offer would be withdrawn and does not count as one of the client’s two offers.

In making this decision, Bridge Housing will apply the requirements of the Matching Clients and Properties Policy. As part of this process it will:

Ask the client to provide the reason for rejection in writing using the Offer Response Form. This information must be provided to Bridge Housing within:

• 7 days of rejecting the offer if being relocated for management purposes on portfolio management grounds - (See Relocation Policy)
• 7 days of rejecting the offer if being relocated for management purposes on tenancy management grounds - (See Relocation Policy)
• 21 days of rejecting the offer for all other applications.

Considering all the information about the client’s needs provided by the client, and if a client’s circumstances have changed and no longer match the property they have been offered; Bridge Housing will withdraw the offer, amend its records so that a suitable offer can be made and reallocate the property. See the Matching Clients and Properties Policy.

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1.2.2.2 Suspending an Application

Bridge Housing can temporarily suspend a client's application if the client is in a situation where they are temporarily unable to accept an offer due to circumstances beyond their control. This means that the client will retain their place on the waiting list but will not receive any offers of housing. Applications can be suspended for up to six months. If they cannot accept an offer after six months they will be withdrawn from the waiting list. The client must continue to meet public housing eligibility criteria and if the client is registered for a Transfer, Transfer eligibility criteria applies, while their application is suspended (see Transfer Policy for further information

Circumstances when Bridge Housing will suspend applications include, but are not limited to, situations where the client:

• Is experiencing illness or hospitalisation
• Is overseas or on holiday
• Cannot terminate a residential tenancy agreement
• Is in prison
• While support or care plan is being arranged.

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1.2.2.3 Removing a Client from the Waiting List

Bridge Housing will apply the following penalties or remove a client's application from the waiting list in an offer situation for the following reasons:

• The client has rejected two reasonable offers of housing
• The client repeatedly fails to respond to our attempts to contact them to reconfirm their eligibility before making an offer of housing or to actually make an offer of housing, or
• The client accepted an offer of housing but did not sign a tenancy agreement, or
• The client did not respond in a reasonable time to Bridge Housing's phone calls or letters advising of an offer. Once the client makes contact again and demonstrates they remained eligible they will be re-instated on the waiting list or
• The client no longer meets public housing eligibility criteria
• The client does not acknowledge a debt owing to Bridge Housing from a former tenancy and does not agree to a plan to make regular repayments prior to any offer of housing and continuing until the debt has been repaid in full
• Because the client is not capable of living independently without support and no support in place
• The client has been dishonest with information provided.

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1.2.2.4 Response to Offer Assessment Criteria

The table below gives more information about the situations where Bridge Housing will regard an offer as accepted, rejected or withdrawn.

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1.2.2.5 Evidence Requirements

Bridge Housing will consider the merits or strength of any information provided by the client before using it as the basis of a decision. This means that providing information to Bridge Housing does not automatically mean that Bridge Housing will make a decision in the client's favour.

Bridge Housing will make a decision in the client's favour only after considering the evidence provided. See Table 1 Evidence Requirements to decide that a decision in the client's favour is justified.

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1.2.2.6 Appealing Decisions

Before the Application Lodgement

If a client believes we made the wrong decision they should ask for a formal review of the decision. To do this a client needs to complete an appeals form stating why they disagree with the decision. An appeals form and copy of Bridge Housing’s Appeals and Complaints Policy is available from Bridge Housing’s office or they can be downloaded from our website www.bridgehousing.org.au

If a client is unhappy with the outcome of an appeal to Bridge Housing they can lodge a second level appeal with the Housing Appeals Committee. The Housing Appeals Committee is an independent agency that reviews certain decisions made by staff of Community Housing organisations and Housing New South Wales. For information on the Housing Appeals Committee call 1800 629 794 or go to www.hac.nsw.gov.au.

Applicants can appeal about the following Bridge Housing decisions:

• Housing Entitlements
  • Number of bedrooms
  • Modification or special features of dwelling
  • Locational need
• Minors
  • Eligibility of minor to be granted a tenancy
• Offer of Property
  • Whether offer is considered reasonable
  • Acceptability of reason for not accepting offer
  • Removal for not accepting an offer

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