Private Rental Brokerage Service - RES0012A

Policy Statement

Policy Detail

Assessment Criteria

Evidence Requirements

Appealing Decisions or Actions

Legislative Requirements

Further Information

Policy Statement

The Department of Housing understands that clients with complex needs may face barriers to accessing and securing housing in the private rental market. These clients may need additional support and assistance to find and sustain a private rental tenancy.

The Private Rental Brokerage Service aims to assist clients who have support arrangements in place and who are assessed as having the capacity to rent in the private sector. Department of Housing staff will work closely with the client, their support service and real estate agents and landlords to secure affordable and appropriate housing. Support arrangements will continue for the first three to twelve months of the tenancy; through monitoring according to the case plan, developed in conjunction with the supporting agency.

The Private Rental Brokerage Service will be trialled in conjunction with Tenancy Facilitation and Tenancy Guarantees for a period of two (2) years and is currently available in the following Department of Housing offices:

Albury
Moree (Indigenous Specific)
Bathurst/ Orange
Newcastle
Burwood
Parramatta
Coffs Harbour
Penrith
Fairfield
Wagga Wagga
Hurstville
Wollongong
Lismore/ Tweed
Wyong
Liverpool

Service Standards

The Department will apply the following service standards when implementing this policy:

Explain the eligibility criteria for acceptance into the service
Treat the client with sensitivity and empathy when interviewing and completing the assessment process
Respect and maintain client confidentiality
Provide details of other relevant Department of Housing services that the client may be entitled to
Refer the client to other service providers if not accepted into the service
Explain the right to appeal and mechanisms for requesting a review

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Policy Detail

This service aims to develop and enhance the client’s capacity to access the private rental market, with the client directing the process as much as possible to build their confidence and skills. This will be achieved by coaching, guiding and supporting the client. To facilitate this process, the department will continue to develop relationships with local real estate agents and landlords to improve client access to the private rental market.

A client must be in receipt of a regular weekly income to be eligible for the Private Rental Brokerage Service as there is a requirement for the client to make rental payments if they are successful in obtaining private rental.

Clients will not be assisted into accommodation that is clearly beyond their financial means. The rent must be affordable and sustainable for the client. The rent paid for the dwelling should not exceed 50% of the household’s total gross weekly income plus any Commonwealth Rent assistance.

Private Rental Brokerage Process

	Action	Explanation
1.	Client referral/request for Private Rental Brokerage Service	A client may access the Private Rental Brokerage Service in one of 3 ways: 1) a client referral is received from a support provider 2) the client presents at a Department of Housing Office and requests the service- self referral 3) the client seeks assistance for another Department of Housing product and is considered a potential candidate for the service
2.	Request for completion of Referral form and case plan	The Department will ask the client’s support provider to complete a Private Rental Brokerage Service Referral Form outlining the clients support needs, housing status and client case plan. Support providers and clients are encouraged to contact the Department and discuss the appropriateness of the referral and the case plan prior to sending the final referral to the Department.
3.	Ensure the Referral form and client case plan has been completed	When receiving the referral form, the Department will ensure that the client has given permission for the referral to take place by checking that the form has been signed by the client. The Department will not accept a referral for the Private Rental Brokerage Service from another agency, unless a case plan is attached. The Case Plan is an outline of the support that will be provided to the client by the service provider and must cover: details about the clients support needs and issues they are facing other support services involved or current referrals to other agencies information about the nature of the support being provided and the frequency of contact with clients a commitment by the support worker to continue working with the client to address the issues that may impact on the client’s ability to pay rent and meet the conditions of the lease.
4.	Interview the client	The purpose of this interview is to gather information about the client to determine eligibility and establish: the complexity of the client’s needs the support needs of the client and whether current supports provided meet those needs the suitability of current housing arrangements and the housing needs of the client During the assessment, the Department will: talk to the client about their situation explain the service and assistance to be provided if eligible explore the client’s expectation of the service detail what the client is expected to do discuss past tenancies, why they ended and identify barriers to sustaining a tenancy establish a tenancy history and possible references identify what needs to change and what other help is required confirm weekly income to ensure income eligibility
5.	Assess eligibility for service	The Department will make a decision based on whether the client: meets income eligibility has complex needs is engaged with a support provider and there is an appropriate case plan in place is able to afford a private rental tenancy is able to sustain a private rental tenancy the client is homeless or at risk of homelessness The Department will confirm its decision in writing.
6a.	If client is ineligible make referrals to other services	Clients not accepted into the Private Rental Brokerage Service may be referred to see if they are eligible for other types of housing assistance provided by the Department, such as Rentstart, Tenancy Facilitation, Tenancy Guarantee or Priority Housing. Referrals to other housing agencies or service providers such as the Supported Accommodation Assistance Program (SAAP), rehabilitation services and supported housing will also be made where appropriate.
6b.	If a client is eligible	The Department will commence work with the client and support provider to find a suitable property.

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For eligible clients

	Action	Explanation
1.	Check clients eligibility for other private rental assistance	The Department will assess the client for other forms of private rental assistance as required. The assistance provided will be based on the needs of the client and whether the client meets the eligibility criteria. The products offered will be used to increase the client’s chance of securing and sustaining the tenancy. If eligible, the client may be assisted with Rentstart (including Temporary Accommodation) or Tenancy Guarantee.
2.	Client provided with Tenancy Facilitation	Tenancy Facilitation is the provision of information and practical assistance to search and apply for private rental properties. It includes: assistance to compile appropriate documentation, help to search for suitable properties, support to submit private rental applications, coaching on how to interact with real estates and landlords, information on the rights and responsibilities of renters assistance to address a listing on a tenant database
3.	Monitor the tenancy	When a client is successfully housed in the private rental market, the Department will monitor the client’s progress for a minimum of 3 months to a maximum of 12 months. The purpose of monitoring the tenancy is to ensure that the client is able to maintain the tenancy and that the support pledged by the support provider is continuing. The length of time a tenancy is monitored will depend on the needs of the client. Monitoring is likely to be fortnightly during the initial stages of the tenancy and decrease to monthly where appropriate. Monitoring involves regular contact with: 1. The Client Contact with the client will be via telephone calls and/or home visits. 2. The Agent/landlord This contact is to: assure the agent or landlord that the service is continuing and that they can contact the Department if they have concerns about the tenancy and confirm that the tenant is fulfilling the requirements of the tenancy agreement 3. The support provider This contact is to work with the support provider to: identify any potential risks to the tenancy and confirm that support provision is continuing according to the case plan Any issues that may affect the tenancy will be discussed with the client, the support provider and the agent in an attempt to rectify the issues identified. The emphasis will be on looking at options for sustaining the tenancy where appropriate.
4.	Ending the Private Rental Brokerage Service	The decision to exit a client from the service will be made jointly by the support provider, the client and the Department. The exit process should be in line with the case plan, established at the beginning of the tenancy. If one party wishes to exit the agreement early, the Department should be advised as soon as possible.

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Assessment Criteria

To be eligible for the Private Rental Brokerage Service, clients must have complex needs. The client must have support service(s) and a case plan in place and have the capacity to afford and sustain a private rental tenancy. The client must also meet the Department’s income eligibility criteria.

When assessing the above eligibility factors, the Department will follow the criteria listed below.

Decision	Criteria
Income Eligibility	The client’s income will be assessed against the Department’s income eligibility criteria. See the Policy: Eligibility for Public Housing - ALL0030A.
Homeless or risk of homelessness	People living in the streets, parks, squatting or in cars. People moving frequently from one form of temporary shelter to another, including: emergency and transitional accommodation provided under the Supported Accommodation Assistance Program (SAAP) people staying with other people because they have no accommodation of their own people staying in boarding houses on a short term basis People living in boarding house accommodation on a medium to long-term basis.
Assessment of complex need	In addition to being homeless or at risk of homelessness, the client must have complex needs. Examples of complex need include: physical illness mental illness physical disability intellectual disability substance abuse issues domestic or family violence problem gambling criminal justice issues child protection needs family support needs The Department will use the information provided by the client at interview and the details provided by the support worker(s) when assessing complex need.
Support service in place	To be accepted into the Private Rental Brokerage Service, the client must be engaged with a support service(s). The primary support service must complete the Private Rental Brokerage Referral Form and be committed to providing support to the client during the tenancy, according to the agreed case plan. Clients who are not being assisted by a support service will not be accepted into the Private Rental Brokerage Service.
Appropriate Case Plan	The support service completing the Private Rental Brokerage Referral Form must provide a Case Plan for the client. The Department must be confident that the support offered to the client will address issues identified and assist in sustaining the tenancy.
Clients ability to afford private rental	All forms of income are included in the household income calculation to determine affordability of rent, including maintenance, Family Tax Benefit Part A and Part B and other allowances that are not included in assessment of public housing eligibility. When assessing the client’s ability to afford private rental, the Department will consider: the weekly income of the client and household any debts that the client may have weekly income when compared to the average weekly rental prices in the area being sought by the client Commonwealth Rent Assistance entitlement
Client’s ability to sustain private rental tenancy	The Department must believe that there is a reasonable chance that the support offered to the client through the Private Rental Brokerage Service and the support service(s) have the capacity to address any risks to the client’s ability to sustain a tenancy in the private rental market.

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Evidence Requirements

Situation	Evidence
Client’s income	Applicants must provide proof of all income received by members of the household aged 18 years and over. Any documents provided as verification of income must be original.
Support service in place	This will be demonstrated by the presence of a support provider who is willing to sign the Private Rental Brokerage Referral Form and an appropriate case plan.
Case Plan	The written Case Plan provided to the Department must cover: A description of the client’s issues and support needs Details of all agencies supporting the client The strategies that will be implemented to address the issues identified The agency/ person responsible for implementing the strategy A timeframe for involvement/intervention The frequency of contact with the client to address the issues

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Appealing Decisions or Actions

The only appealable aspect of the Private Rental Brokerage Service is the decision to accept a client into the service.

If a client disagrees with the decision the Department has made, they should first discuss their concerns with a Client Service Officer. The next step if they still believe we made the wrong decision is to ask for a formal review of the decision. For information on how reviews work, the client can ask the Client Service Officer for a copy of the fact sheet Reviewing Decisions (PDF file, 224Kb), or read the Appeals and Review of Decisions Policy.