How community housing clients appeal and information for housing providers

The Housing Appeals Committee (HAC) is an independent review body for community housing clients and is part of the Community Housing External Appeals System. 

Who can appeal to the HAC about their community housing provider

Community housing clients unhappy with the outcome of an appeal to their long-term housing provider can turn to HAC as a Second Tier appeal body.

Housing providers should have a policy about community housing decisions

The Community Housing External Appeals System expects housing providers to have:

• an internal appeal policy and procedure
• written policies and procedures relating to appealable matters 
• written advice to clients outlining the basis of decisions
• tenant or applicant files and other records giving a full background of a decision
• policies and procedures on how to engage with the external appeal process.

Effective policies and record keeping will help the HAC identify the reasons for the decision of the housing provider and if it is based on policy. 

Having this information will ensure that the HAC is able to consider all the relevant facts.

Documents a housing provider must submit after an appeal is lodged to the HAC

After HAC receives an appeal, the housing provider must provide:

• the tenant’s file
• any information relevant to the decision
• any policy documents relating to the decision
• a briefing note summarising the issue of the appeal
• a detailed assessment of the appellant’s application.

Community housing clients who can lodge an external appeal

A tenant under the Residential Tenancies Act 2010 can lodge a Second-tier appeal. The Act defines a tenant as anyone who falls within, or would potentially fall within the definition. 

The external appeals process is not available to clients living in crisis or supported accommodation who have specific service agreements and are not on a lease.