Our Service Charter - Registrar of Community Housing

Our regulatory approach

The Registrar monitors how community housing providers are performing. We then make that information available to:  

• providers  
• their representatives  
• tenants  
• housing agencies  
• the government.  

We encourage providers to follow best practices in many areas to make sure they’re:  

• following the law  
• meeting tenants’ needs  
• taking an active part in the communities where their properties are located  
• running their business in a way that ensures they can continue to provide community housing.  

When needed, we also handle non-compliance. We investigate and take enforcement action to:  

• protect tenants  
• protect the viability of the community housing sector.

Our Engagement Model

The policies around how we engage with community housing providers are consistent with other Registrars across Australia. You can view these policies on the NRSCH website.

Our commitment to service delivery standards

We do our work with certain standards in mind. These standards come from:

• the Department of Communities and Justice’s Code of Ethical Conduct
• our legal need to protect privacy  
• our commitment to share information on how community housing providers are performing in a timely way
• our promise to handle providers' poor performance and manage complaints following National Standards.

Service delivery standards

All Community Housing Registrars across Australia are committed to the same standards. You can read more about how we regulate on the NRSCH website.