How case managers can work with clients to address community housing debts

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1 How case managers can work with clients to address community housing debts

2 More and more clients are coming to Elizabeth Hoffman House Aboriginal Women s Services with multiple debts from several social housing accounts. Our clients are also surprised by the extent of the debts and often cannot tell us how they accrued We find our clients are worried that bankruptcy is the solution To address the debts in many instances can increase their housing options.

3 To determine what the debts are, EHH approaches the housing providers with a release of information and asks them to forward to us a list of all debts. We can also contact the Residential Tenancies Tribunal for a list of orders that relate to the client

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5 Understand how they accumulated the debts Understand how to avoid accumulating debts with future tenancies Consider whether the debts can be challenged/reviewed Sustainably address the current debts Understand their responsibilities in regards to debts and agreements

6 Not properly terminating the account when leaving a property Being overcharged rent (not providing enough documentation to allow a rebate to be assessed by the housing provider) Maintenance debts (debts the housing provider deem have arisen from neglect or criminal damage) Failure to pay rent

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8 Our client provide the following reasons for non attendance at VCAT Don t open their mail and didn t know about the hearing (don t collect registered mail) Not provided the Housing Agency with a forwarding address when they move No support and don t want to go to VCAT alone No way to get there or they have kids (especially the 9.30am or 3pm hearings) Just didn t want to go - They either don t see the point or - Worried they will be served an outstanding Warrant/Intervention Order

9 We can provide additional information to the Housing Provider to enable a rebate review to secure a backdated credit (even with terminated accounts) - Has someone moved out of the household? - Has the household s income gone down? - Has the rebate been cancelled due to lack of documentation provided - Has someone been in jail or in rehab and meets the temporarily absent policy?

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11 The client has been receiving their correct incomes from Centrelink (it s not uncommon for single mothers to be on a reduced Centrelink income and we also check that clients are receiving their eligible amount of Rent Assistance) If clients are repaying a debt to Centrelink we often refer them to Welfare Rights/Social Security Rights Victoria to look to see if the debt can be challenged

12 Clients can at times enter into repayment agreements that is difficult to maintain - Possibly the household debts has reduced - The family unit is just struggling with additional debts or - The family has poor financial management skills

13 We can advocate on behalf of our clients We might advocate to see if we can negotiate down the repayment plan. (Depending on the agreement we approach either the housing provider or apply for a review at VCAT) We assist clients to complete thorough rebates for the required period. We talk with our clients about using Centrepay and not cancelling it! We also talk with them about how they can speak with other household members about them making their rental contribution and it not all falling to the one person

14 What was the cause of the damage? - Was it malicious damage and the tenants is responsible? - Was it criminal damage and the client has failed to provide a police statement to the housing provider? - Was the maintenance associated with the tenant leaving the property? - Did the tenant flee due to violence and the family left all their belongings behind?

15 EHH considers how the debts may be reduced if it was not malicious damage - If there has been a VCAT determination that the tenant did not attend, can EHH apply for a review hearing at VCAT? - Can we provide to the Housing Agency a police letter to the victim to show the damage was criminal?

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19 We find that many of our clients with housing debts often have other debts too (gas, electricity, car fines, cash converters loans etc) These other debts are often the reason why they do not open the mail and possibly what they are prioritising over their rent We encourage our clients to see a financial counsellor and facilitate the appointment as well as their attendance If there are outstanding warrants or Intervention Orders we arrange with our clients for them to see a lawyer and have these matters resolved

20 EHH does the following: We role play VCAT with our clients and encourage them to actively participate on the day We explain the benefits of Centrepay and importance of continuing rental payments and not to cancel it but seek help when they experience financial troubles We talk with them about how to properly terminate an account and the importance of providing a forwarding address so that the Housing Agency can forward mail to them We discuss in what condition a property should be left in when the account is terminated We encourage them to speak with their Housing Officer if they get in to trouble or when there are changes in their household We explain what services are available to assist them if they need help in the future (Tenants Union and other tenancy support providers) We refer our clients on to Financial Counsellors to assist them to develop their overall financial well-being and to ensure that any repayment agreements they enter in to are viable We explain what the conditions are of repayment agreements

21 EHH is an Aboriginal Controlled Organisation that works with Aboriginal Women, mothers of Aboriginal children and partners of Aboriginal men who have, or are, experiencing family violence Admin office: Refuge:

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