The Victorian Ombudsman has launched an investigation into how public and community housing complaints are handled, with more than 1000 complaints received in the 12 months to January.
The investigation will examine if the current complaint handling processes are “effective, fair and sufficiently-tenant focused”.
Ombudsman Deborah Glass said her office had been monitoring complaints about public housing and community housing over the year to January 2022, during which time the Ombudsman received more than 1000 housing complaints.
The issues raised by these complaints are also being considered in light of the Social Housing Regulation Review recently commissioned by the state government.
The interim review report stated there is a profound market failure in providing suitable and affordable housing for low-income and vulnerable cohorts in the community.
The interim report found there needs to be a greater focus on tenants and service delivery, consistency of service standards and best practice governance.
Many people in Brimbank live in social and public housing.
Ms Glass said effective complaints handling was essential for accountability, transparency, and confidence in the system.
“All too often we receive complaints about basic needs such as running water and electricity, and reasonably maintained, clean and safe premises,” Ms Glass said.
“Many tenants tell us they don’t know how to complain or feel they are not being listened to.
“Some come to our office with concerns or misunderstandings about how their complaint was handled.
“Neither the number of complaints nor the common issues have lessened over the years.
“With the current government’s focus on housing reform and funding of community housing, it is timely to review the dispute resolution mechanisms in place.”
The investigation will meet with public and community housing tenants, and community services, as well as the Department of Families, Fairness and Housing and the Housing Registrar.
This investigation will focus on how complaints from public and community housing tenants are handled.
The report will be made public during the first half of 2022.
