Tenant handbook

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					Tenant Handbook
DHA would like to welcome
you and your family to your
Service Residence


The general information contained in this Tenant Handbook has been
prepared to assist you in moving into your new home and maintaining
your Service Residence.
It also provides advice and information about your responsibilities as a
tenant and DHA’s role as a provider of housing and related services.
For enquires regarding your housing, relocation or entitlements, please
contact your local DHA Housing Management Centre (HMC).


 MY LOCAL HMC IS:




 MY LOCAL HMC CONTACT NUMBER IS:




 MY PROPERTY CONSULTANT IS:




 MY RELOCATION CONSULTANT IS:




 MY CASE MANAGER IS:




WHILE EvERY CARE HAS BEEN TAkEN IN COMPILING THE INFORMATION WITHIN THIS TENANT HANDBOOk,
INFORMATION MAY BE SUBjECT TO CHANGE IN ACCORDANCE WITH POLICY DOCUMENTS. IF YOU HAvE ANY
qUESTIONS, PLEASE CONTACT YOUR LOCAL HMC.
A letter from the DHA
Managing Director


Welcome to your new home.
I hope that you and your family are comfortable, and that DHA were
able to make your move easier.
Our aim is to provide you with a quality home and excellent service, no
matter where in Australia you might have been posted.
Now that you have relocated, we will turn our attention to ensuring that
your tenancy is trouble-free and that any maintenance requirements are
managed quickly and professionally.
It is important to us that your home provides you with a comfortable
living environment and peace of mind.
This handbook is designed to help you settle in, and provide you with
information and contact details for a range of support services available
to you and your family. It also outlines some of the basic rights and
responsibilities of living in a Service Residence. You should take some
time to familiarise yourself with this handbook and your Defence
Residence Agreement.
If you have any questions or would like to discuss any aspect of our
service, please contact your local DHA Housing Management Centre
(HMC), visit our website (www.dha.gov.au) or call our National
Customer Service Line on 1800 249 711.
I trust that you will enjoy living in your new home.




Michael Del Gigante
Managing Director
Contents

A letter from the DHA Managing Director

Quick reference

Chapter 1    About Defence Housing Australia                  15

Chapter 2    Welcome visit and Condition Report               19

Chapter 3    Living in your Service Residence                 27

Chapter 4    Inspections                                      35

Chapter 5    Maintaining your Service Residence and grounds   39

Chapter 6    Cleaning standards during tenancy                45

Chapter 7    Keeping you up to date                           49

Chapter 8    Relocating - going to a new posting              51

Chapter 9    DHA cleaning standards when relocating           59

Chapter 10 Complaint resolution                               63

Chapter 11   Contact information                              65
    01                QUICK REFERENCE




So you’ve just moved into your
Service Residence, now what?


You have been given this Tenant Handbook at your welcome visit. At your
welcome visit, your Property Consultant will provide you with a welcome kit,
including the Tenant Handbook, Property Condition Report, Defence Residence
Agreement (DRA), a copy of strata By-laws (if applicable), general information on
local services, and information on any local water restrictions in place.
At your visit, you will:
>   be required to sign the DRA;
>   be stepped through the Condition Report for your Service Residence;
>   receive the keys to your Service Residence; and
>   have the opportunity to clarify any questions that you might have with
    your Property Consultant.

Defence Residence Agreement
The DRA is a legally binding contract between the Commonwealth and
the Defence member. It sets out the tenancy rights, responsibilities and
obligations of members occupying Service Residences.

Condition Report
You will be given 14 days from your welcome visit to identify and note on your
condition report, any items that may have been overlooked at your welcome
visit. Once completed, please return the completed condition report to your local
Housing Management Centre (HMC). If you do not return the condition report
within 14 days it will be deemed that you have accepted the property as per the
condition report provided at your welcome visit.

Utility connections
As the tenant you are responsible for opening accounts for electricity, mains or
bottled gas and telephone service to your Service Residence. Costs associated
with the supply of these services are your responsibility. You may choose to use
the free services of Fast Connect to arrange for the connection of your utilities. Your
Property Consultant can assist you with regional utility provider contact details.
In some circumstances on-base Service Residences will use utilities such as gas
and electricity supplied from the Defence establishment.
                                                                                      So you’ve just moved into your Service Residence, now what?
Members who reside in these premises are reminded that the billing process
for these utilities will be provided through Defence. For further information
please contact your DHA Property Consultant or your Defence Relocations
Housing Manager.

Pay Tv
An application form to connect pay television, where this service is available, can
be found in the welcome kit. Once completed the form should be returned to your
local HMC for approval before you arrange installation.

Tenant contents insurance
DHA insurance does not cover loss or damage to the contents of your Service
Residence. You are strongly encouraged to insure your contents and possessions
against events such as burglary, fire and water damage. When purchasing an
insurance policy, you should also consider your public liability risk.

Owners’ corporation or similar group title properties
If your Service Residence is located in a multiple-unit development it may
be subject to owners’ corporation By-laws, articles or house rules. DHA will
provide a copy of any rules that apply to your housing development and explain
your responsibility for any garden or ground maintenance.

Operating a business from your Service Residence
If you wish to operate a home business (including family day care) in your Service
Residence, you must seek prior written approval from your local HMC Manager.
Please contact your Property Consultant to discuss the necessary requirements
for the operation of your specific home based business choice.

Pets
Tenants wishing to acquire or increase the number of pets owned during tenancy
must first seek approval from the local HMC. If permitted to keep pets at your
Service Residence you are responsible for the control and care of your pet.
Tenants not complying with regulations will risk their entitlement to keep pets
in their Service Residence. All pet damage is considered a tenant charge.
 02
02
                    QUICK REFERENCE




Your responsibilities as a tenant


Reasonable access
In accordance with your Defence Residence Agreement (DRA) you are required
to provide reasonable access to DHA staff, contractors, owners, valuers and
prospective purchasers of Service Residences owned and leased by DHA,
providing appropriate notice is given. Access will be required to carry out repairs
and routine inspections of the property.

Cleaning
Your expectation when you move into your DHA house is that it should be in a
reasonable condition, clean and adequately fitted and maintained. You in turn are
expected to maintain the house in the same condition; this includes the cleaning
of your Service Residence on a regular basis to the required standard during the
course of your tenancy.

Maintaining your Service Residence
It is your responsibility to maintain your Service Residence, to keep it clean and
tidy and avoid damage to the residence and its surrounds. If the house or grounds
are damaged in any way due to neglect or mistreatment, you will be liable for the
cost of repairs. You need to notify DHA of any damage, defect or deterioration to
the property as early notification will help us to maintain the residence in good
condition during your tenancy.
                                                                                      Your responsibilities as a tenant
Maintenance of grounds, lawns and gardens
It is your responsibility to maintain the grounds in good order and ensure the
lawns and gardens are healthy and watered regularly, in accordance with local
water restrictions. During any absence from your Service Residence you are
required to have measures in place to ensure that the lawns and gardens are
regularly watered and mowed, especially during the summer months.

Water restrictions
It is a tenants responsibility to source information on local water restrictions
and the preferred times for watering gardens and lawns. The status of water
restrictions will not be an excuse for exemption from any tenant charges where
it is clear that there has been neglect in the care of lawns and gardens.

While you’re away
To help us to manage your property while you are away, please notify your
HMC if you will be leaving your property vacant for 30 days or longer.

Pests
If during your tenancy, your home is affected by insects, pests or other vermin
(other than termites and possums) it is your responsibility to eradicate them.
This responsibility extends up to six weeks after vacation of the property, to take
into consideration the dormancy period of such pests. The presence of small
numbers of spiders, ants and cockroaches are not regarded as infestations.
 03
02
                    QUICK REFERENCE




Our responsibilities to our tenants


Property management
DHA is responsible for maintaining your Service Residence and grounds in a
manner that ensures freedom from concerns about health, safety and security.

Cleaning
Prior to you moving into your Service Residence, we have completed a thorough
cleaning and maintenance check of the property, including the professional
steam cleaning of all carpets.

Lawns and gardens
We have ensured that the grounds of your Service Residence are in a good
condition when you move in.

Policy advice
In accordance with PACMAN, our experienced staff will provide policy advice in
relation to housing and relocation matters.

Maintenance - 1300 366 615 (24 hours)
We have provided a single 24-hour contact number for maintenance services.
A call to this number during business hours (8:30am-4:30pm) will connect you to
your local HMC. After Hours (4:30pm-8:30am) this number will connect you
to the after hours emergency maintenance service.
Routine maintenance requests will be responded to within 28 days.

Access
In normal circumstances, we will provide at least seven days notice to tenants
prior to an inspection.
Our responsibilities to our tenants
 04
02
                    QUICK REFERENCE




Critical information about
your next relocation


>	 Ensure that you read your Farewell Handbook, it contains key information
   about your relocation, pre-vacation inspection, and preparing for your uplift.
   It also details the cleaning standards required when relocating.

>	 It is in your best interest to be present at your pre-vacation inspection, as this
   identifies any tenant charges that you may be liable for.

>	 Costs for carpet cleaning will be automatically deducted from your salary
   once the work is completed.

>	 You are responsible for the cost of any extra cleaning required, if you have
   not met the required cleaning standards.

>	 Before signing your Tenant Acknowledgement Form (TAF), ensure you
   understand your obligations and that all information is recorded on the TAF.

>	 All keys are to be placed in the top kitchen drawer, except keys to the front
   security screen and front door, which are to be placed in the lock box and
   secured externally to the property. The operation of the lock box will be
   explained to you at your pre-vacation inspection.

>	 Allow up to two pay periods for your rent to either commence or cease.
   If this does not occur contact your local HMC.

>	 If you have approval to effect a removal at your own expense, you are required
   to complete a full clean of your Service Residence to the required cleaning
   standard. A cleaning checklist is provided to you at your pre-vacation inspection.

>	 Tenancy after discharge is the exception not the rule. All requests for tenancy
   after discharge must be in writing to your HMC Manager at least 28 days prior
   to your discharge day.
Critical information about your next relocation
Tenant Handbook / page 14
Chapter 1




                                  Tenant Handbook / page 15
About Defence Housing Australia
                            Defence Housing Australia (DHA) was established in 1988 with the aim
Tenant Handbook / page 16




                            of improving the quality and selection of Service Residences for Defence
                            members and their families.
                            Since july 2000, we have become increasingly responsible for a number of
                            services associated with allocating and providing Service Residences, as well
                            as the management and administration of all aspects of relocating Defence
                            members and their families.
                            Our services include:
                              > allocating, managing and maintaining housing for Defence members
                                  and their families moving within Australia;
                              >   managing all aspects of relocations, including arranging house hunting
                                  trips, booking travel, booking temporary accommodation and coordinating
                                  the uplift, removal, delivery and storage of furniture and effects;
                              >   authorising and processing removal entitlements and allowances;
                              >   a Sale and Leaseback Program for investors; and
                              >   managing the Defence Homeowner Scheme.

                            Housing Management Centres – helping your move go smoothly
                            DHA has Housing Management Centres (HMC) and other local offices
                            located in seven different regions across Australia, which enables us
                            to provide you with effective support, wherever you need it.
                            Staff at your local HMC can provide you with information about your move
                            or new Service Residence.
                            One of our Property Consultants will make an appointment to meet with you
                            prior to your move. They will provide advice in relation to vacating your current
                            home and selecting a home in your new locality.
                            HMC staff are also responsible for organising maintenance work for your home.
                            If you would like to discuss any aspect of the cleaning or maintenance services
                            provided to you, please contact your local HMC.
                            Contact numbers for all HMCs can be found at the back of this handbook.
                                                                         Tenant Handbook / page 17
 Online services

 Forms and publications

 Most of our forms and publications are available on the DHA website
 (www.dha.gov.au).


 Email

 Email enquires can be sent to info@dha.gov.au at any time.
 Please make sure that you include:
   > your full name
   > service number
   > losing and gaining locality (if you are relocating)
   > any other relevant details
 This will assist us to answer your enquiry as quickly as possible.


 HomeFind

 HomeFind, DHA’s online home search facility, is available on the
 DHA website (www.dha.gov.au).
 HomeFind allows posted members and their families to view Service
 Residences potentially available in their gaining location. Access to
 HomeFind is given via a login ID and password provided by DHA when
 you confirm that you are moving.



National Customer Service Line
Our National Customer Service Line 1800 249 711 operates between
8.00am and 6.00pm EST Monday to Friday.
Tenant Handbook / page 18
Chapter 2




                                     Tenant Handbook / page 19
Welcome visit and Condition Report
                            You will have been given this Tenant Handbook at your
Tenant Handbook / page 20




                            welcome visit. At your welcome visit, your Property
                            Consultant will provide you with a welcome kit, containing
                            a Tenant Handbook, Property Condition Report, Defence
                            Residence Agreement (DRA), a copy of strata By-laws (if
                            applicable), general information on local services, and
                            information on any local water restrictions in place.

                            At your welcome visit, you will be required to sign the DRA acknowledging
                            the conditions of occupancy. The DRA is a legally binding contract between
                            the Commonwealth and the Defence member.
                            The DRA sets out the tenancy rights and obligations of Defence members
                            occupying Service Residences. Annexure A to the DRA defines certain
                            responsibilities in regards to fair wear-and-tear and non-fair wear-and-tear
                            damage that may occur.
                            On signing the DRA, you will receive two sets of keys.
                            During this welcome visit you will be stepped through the Condition Report
                            for your Service Residence. This will provide you with an opportunity to
                            discuss the condition and features of your Service Residence along with any
                            outstanding maintenance. You will be able to schedule completion dates for
                            any required maintenance at this time.
                            You will be given 14 days from your welcome visit, to identify and note on your
                            condition report, any items that may have been overlooked. Once completed,
                            please return the condition report to your local HMC.
                            It is important to note there may be some minor instances of fair-wear-and-
                            tear that were considered too minor to require repair work. More information
                            about wear-and-tear can be found on page 40.
                            Please take the opportunity to raise any concerns about your new home with
                            your Property Consultant during your welcome visit.
Utility connections




                                                                                   Tenant Handbook / page 21
You are responsible for opening accounts for electricity, mains or bottled gas
and telephone service to your new home. Costs associated with the supply
of these services are your responsibility. DHA will provide a telephone line to
your home. Handsets, if not in the home, may be purchased or rented from a
telecommunications supplier at your expense. Your Property Consultant can
assist you with regional utility provider contact details.
Arrangements for connecting utilities vary throughout Australia. When making
arrangements with service suppliers for connection of utilities, you may need
to take a copy of your DRA as confirmation of your new location. In some
instances there may also be a connection fee.
You may also choose to use the services offered by Fast Connect to arrange for
the connection of your utilities.
In some circumstances on-base Service Residences will use utilities such as gas
and electricity supplied from the Defence establishment. Members who reside
in these premises are reminded that the billing process for these utilities will
be provided through Defence. For further information please contact your DHA
Property Consultant or your Defence Relocations Housing Manager.


Fast Connect
Fast Connect is a quick, hassle-free way to have your telephone, electricity,
internet, pay Tv and gas services connected. This is a free service for Defence
members.
Fast Connect gives members a choice of service providers. Requested
services will be connected, ready for members to move into their new Service
Residence. Fast Connect will arrange the connection and disconnection of the
following services:
To use this service, complete a Fast Connect authority form available online
(www.fastconnect.net.au). A Fast Connect Consultant will then be in touch to
discuss your service options. For more information call 1300 661 464 or visit
the Fast Connect website.
Temporary accommodation will not be extended if connections have not been
arranged in time.
                            Pay Tv
Tenant Handbook / page 22




                            An application form to connect pay Tv, where this service is available, can be
                            found in your welcome kit. Once completed, please return the form to your
                            local HMC for prior approval. Please note if your Service Residence is part of
                            an owners’ corporation or group development, their approval may be needed
                            before any outside antennae or satellite dishes can be erected. If approval is
                            granted, it is on the condition that it is the tenant’s responsibility to remove
                            and make good the installation at no expense to DHA or Defence.


                            keys, locks, security devices and remotes
                            Your Property Consultant will provide you with two sets of keys. If you lock
                            yourself out, your local HMC does not hold a spare set of keys. We can arrange
                            access on your behalf, however, you will be charged for this service. This also
                            applies for any loss or damage associated to any remote controls that are
                            provided to any fixtures within your home.
                            You must seek approval from your local HMC for any security changes you
                            wish to make to your home, such as installing new locks or other security
                            devices. Please note that you must have approval before any work is carried
                            out. In some circumstances you may be required to return the property to its
                            original condition, at your expense, when you leave.


                            Care of pets at your Service Residence
                            Pets are an important part of many Defence families and are welcome in
                            most DHA homes. To ensure you are allocated a home that suits your family’s
                            needs, it is important that you specify the type and number of pets on your
                            Application for Relocation (AFR).
                            Body Corporate/Owners Corporation regulations and Municipal or Council
                            By-laws determine the size, number and whether or not pets can be kept
                            at some Service Residences. Where approval is granted, it is the tenant’s
                            responsibility to understand and comply with the requirements of the
                            Regulations and Council By-laws.
                            Tenants not complying with such regulations will risk the loss of entitlement
                            to keep pets in that location, and may be in breach of their DRA.
                            Some Service Residences have been identified as not suitable for pets. The
                            property listing on Homefind indicates whether or not pets are permitted at
                            the home being viewed.
Tenants are responsible for the control and care of their pets. All pet damage is




                                                                                     Tenant Handbook / page 23
considered a tenant charge and you are responsible for:
  > all damage to homes and grounds caused by pets, including infestations
      of fleas and ticks;
  >   any additional cleaning including the removal of pet hair, remedial work or
      replacement of carpets where there are urine or faeces stains and odours
      which cannot be removed;
  >   repair of damage to walls, curtains, blinds, flyscreens, security screens or
      scratching of glass panels by pets;
  >   damage to landscaping, including turf and sprinkler systems or fences,
      caused by pets; and
  >   internal and external spraying of pests (eg fleas and ticks) introduced by
      pets during your tenancy (this responsibility extends to six weeks after
      vacation of the property, to take into consideration the dormancy period
      of some pests).



      Pets must not be left at properties before your delivery or after your
      uplift date. If this occurs, any cost associated with the removal and
      impounding of the pet will be the responsibility of the tenant. In certain
      circumstances the RSPCA will be contacted to take the necessary action.




Installation of above ground swimming pools and spas
Prior written approval must be obtained from your local council and HMC
before installation of an above ground swimming pool or spa, and any fencing
required under local legislation. Tenants are responsible for returning the area
back to its original state and failure to do so will result in a tenant charge.
Should DHA become aware that a swimming pool or spa has been installed
without the appropriate approvals, you will be notified that you are in breach
of the DRA and will be requested to immediately empty the pool to less than
30cm depth and to await for further instruction from the local HMC.
                            Existing swimming pools
Tenant Handbook / page 24




                            Tenant responsibilities include:
                              > ensuring that all gates and doors providing access to the pool are kept
                                securely closed and locked when not in use, and warning notices are in
                                clear sight;
                              > ensuring no items such as pot plants, chairs, boxes, play equipment etc,
                                that can be used to climb the barrier, are within 1.2m of the safety barrier;
                              > the cleaning and day-to-day care of the pool, filter and equipment; and
                              > ensuring the latches on the gates and doors of the safety barrier to the
                                pool are in good working order, and if found to be faulty, to report the
                                repairs required immediately to your local HMC.

                            DHA’s responsibilities include:
                              > maintaining the child safety barrier;
                              > ensuring all prescribed warning notices are provided;
                              > recording the presence of unauthorised alterations and additions
                                to swimming pools and fencing; and
                              > demonstrating the operation and maintenance requirements of the pool.



                            Families with Special Needs (FWSN)
                            We recognise that some families may have special needs and as such,
                            special modifications may be required during your tenancy. If this is the
                            case, your dependant(s) will need to have formal recognition by the Defence
                            Community Organisation (DCO) as a FWSN. To ensure a fair and equitable
                            process concerning the modification of our residences, Defence and DHA
                            have developed an approval process to be followed before any work is carried
                            out. You can apply for special modifications by contacting DCO, who will
                            assess the request in accordance with Defence Instruction General PERS 42-5
                            (DIG PERS 42-5) and notify your local HMC of their recommendation. The
                            recommendation will be forwarded to the Directorate of Entitlements within
                            Defence for consideration. For approved cases, DHA will then arrange the
                            appropriate contractors to carry out any modifications required.
                            The Defence Special Needs Support Group is another organisation which is
                            able to assist families with special needs.
Group Rent Scheme contribution




                                                                                    Tenant Handbook / page 25
The Group Rent Scheme (GRS) fixes members’ contribution rates for Service
Residences located within Australia. The purpose of the GRS is to ensure
consistent treatment for eligible members in relation to housing standards and
rental contributions, and to recognise housing-related disabilities endured as
a result of ADF service.

The GRS:
  > provides a range of housing that broadly reflects the varying needs of
    Defence families;
  > relates Defence members’ rent contributions to house standards and
    amenities provided, not to salary;
  > has set a specific rent for similar housing in each group regardless of
    posting locality; and
  > provides a scheme that is equitable, universal and simply administered.

Contributions for Service Residences across Australia are divided into five
groups. Defence determines the GRS and contribution rates and reviews them
every year. DHA ensures, where possible, members are allocated Service
Residences in accordance with their Group Rank Entitlement (GRE). If a
suitable Service Residence is not available, other Service Residences may
be offered outside the members’ GRE.


Water charges
A member who resides in a Service Residence pays a contribution towards the
cost of water they use. This contribution is included as a separate entry on your
DRA under the GRS contribution as a fortnightly charge.
Tenant Handbook / page 26
Chapter 3




                                   Tenant Handbook / page 27
Living in your Service Residence
                            Transfer of occupancy
Tenant Handbook / page 28




                            Once you have taken possession of a Service Residence, you or your family
                            cannot transfer the right of occupancy to any other person. Similarly, there
                            are restrictions on who can live in your home as part of your entitlement. Your
                            local HMC can advise you of these restrictions.


                            Change in personal circumstance during tenancy
                            If there are any changes in your personal circumstances during tenancy you
                            are required to notify your local HMC immediately, in writing. This will ensure
                            you are paying the correct contribution for your housing entitlement.
                            The following list describes some changes in personal circumstances that
                            may arise during your tenancy and that may have an effect on your GRS
                            contribution and/or entitlement to a Service Residence:
                              > promotion
                              > Leave Without Pay/Part-Time Leave Without Pay
                              > additional dependant is approved

                            Conversion of garages for other purposes
                            At times you may have extra possessions that you wish to store. It may be
                            tempting to convert the garage that is provided with most Service Residences
                            into extra storage, or to use it for some other purpose.
                            Please note that garages are not provided with the same level of
                            weatherproofing as houses. This means there is a greater risk of water
                            damage to your possessions through leakage, or condensation.
                            If you choose to use your garage in this way, you do so at your own risk.
                            Any conversion will need to be made good at the end of tenancy.


                            Tenant contents insurance
                            DHA insurance does not cover loss or damage to the contents of your home.
                            You are strongly encouraged to comprehensively insure your contents against
                            events such as burglary, fire, water damage etc. When purchasing insurance
                            policies, you should also consider your public liability risk.
                            In the event of your home being damaged as a result of vandalism or
                            break-in, you are required to report the incident to the police and obtain
                            a Police Report Number. You must provide the Police Report Number to your
                            local HMC so a claim can be made. If you do not report the damage you may
                            be liable for the cost of repairs.
Owners’ corporation or similar group-title properties




                                                                                  Tenant Handbook / page 29
If your home is located in a multiple-unit development it may be subject to
Strata Managers By-laws, articles or house rules. The By-laws are designed to
address the special issues that arise in medium and high-density living, and to
ensure all residents can experience enjoyment of their homes. Residents and
guests are obligated to comply with these By-laws.
The By-laws set out the rights and responsibilities of residents, guests and
others who use the common property, and may govern matters such as:
  > the number and type of pets allowed and how pets are to be controlled;
  > if prior approval of pets is required;
  > use of the common property and community facilities by residents,
      guests and pets;
  >   speed limits, parking and noise control;
  >   visitor parking;
  >   the hanging of washing;
  >   rubbish and waste disposal;
  >   structures and fixtures that can be attached to a unit or erected in the
      grounds; and
  >   grounds maintenance.

We will provide you with a copy of any rules that apply to your multi-unit
development at the time of your welcome visit and explain your responsibility
for any garden or ground maintenance. The owners’ corporation is generally
responsible for cleanliness and maintenance of the common property.
If you have any concerns while living in a multi-unit development please
report them to your local HMC. The HMC will then contact the Owners’
Corporation Manager. We will make every effort to ensure repairs that affect
the health, safety and security of Defence tenants are attended to promptly
by the owners’ corporation.
                            Operating a business from your Service Residence
Tenant Handbook / page 30




                            DHA’s policy is to support tenants wherever practicable in the operation
                            of a home business, however approval is conditional and we may decline
                            a home business.
                            Please contact your local HMC to discuss the necessary requirements for the
                            operation of your specific home business choice.
                            You may also need to obtain appropriate approval from local council, the
                            owners’ corporation or other relevant bodies. This approval will require you
                            to provide evidence of appropriate insurance cover, including public liability
                            insurance. Businesses operating without prior consent may not hold adequate
                            building and liability insurance.
                            The breeding of any domestic animal is considered to be operating a home
                            business and you must comply with the operation of a business regulations.


                               If you wish to operate a business (including family day care) from
                               your Service Residence, you must seek prior written approval from
                               your local HMC Manager.



                            Causing or permitting a nuisance
                            In accordance with your Defence Residence Agreement (DRA), you must not
                            cause or permit a nuisance, disturbance or annoyance to neighbours. This
                            means you may not cause or permit anything that unreasonably interferes
                            with your neighbours’ peace, privacy or quiet enjoyment, including barking
                            dogs and loud parties.
                            Properties that are part of an owners’ corporation, or similar development, may
                            also have rules that govern the use of community facilities and noise levels
                            within units and grounds. Please ensure you comply with all local rules.
DHA maintenance services




                                                                                        Tenant Handbook / page 31
For your convenience, we have a single contact number (1300 366 615)
for maintenance services.
A call to this number during business hours (8:30am-4:30pm) will connect
you to your local HMC for all your maintenance requirements. After hours
(4:30pm-8:30am), this number will connect you to the after hours emergency
maintenance service only.

Health, safety or security – emergency maintenance 24/7
A 24-hour, seven-day emergency maintenance service is available for repairs that
affect the immediate health, safety and security of you, your family or the property.
The emergency maintenance service covers problems such as:
  > burst water pipes or no water;
  > serious flooding;
  > sewer blockage;
  > complete loss or power, electrical faults;
  > wet lights and power fittings (internal);
  > gas leaks;
  > fire or storm damage; and
  > loss of all toilet facilities.

When you phone the emergency after hours number, you will reach a contracted
maintenance provider who will coordinate a response to you within four hours.
The maintenance work must be completed within 24 hours of receiving the
request, unless the scope of work is greater than initially anticipated and outside
the control of DHA, such as the access to suppliers and any necessary parts.
In all cases, the maintenance provider should discuss the problem with you and
suggest possible remedies in order to achieve a timely resolution. In the event
of a natural disaster (eg bushfire or cyclone) you should contact both DHA and
the local State Emergency Service (SES) for assistance, as DHA may not be able
to provide a timely service due to the nature of the event.
                            Routine maintenance
Tenant Handbook / page 32




                            Under the terms of your DRA you must notify us of any damage, defects or
                            deterioration to the property. Early notification will assist us in maintaining
                            the residence in a good condition during your tenancy.
                            All routine maintenance requests are recorded and our policy is to respond
                            to all requests within 28 days. We will notify you of any delay.
                            In some cases, a DHA staff member may be required to inspect your residence
                            to assess the repairs required. Where your request for maintenance needs
                            to be deferred for assessment, we will consult with you on the timeframe
                            required to meet your request.


                               Some maintenance needs may inconvenience you and your family.
                               We can authorise work outside of normal trading hours, however it may be
                               necessary for you to pay any additional costs associated with this work.



                            Builders defect liability
                            If you have moved into a newly-constructed property, it will be subject to
                            a builders defect liability period, the term of which will be advised by your
                            Property Consultant. To assist both yourself and DHA, a list of any defects that
                            arise during this period should be noted on the defects sheet provided at your
                            welcome visit.



                               DHA contractors – checking identification
                               Although not all maintenance contractors have ID cards, they do carry
                               official work orders issued by the local HMC and they should contact
                               you in advance to arrange an appointment. Before you allow a DHA
                               contractor into your residence we recommend you ask to see his or her
                               identification. If you are in any doubt about their identity, please phone
                               your local HMC.
Leased Service Residences




                                                                                 Tenant Handbook / page 33
Some of our homes are leased from private investors. All homes acquired by
DHA have accommodation and amenities to meet the needs of Defence families.
Whether a home is owned or leased by DHA should have no impact on you.
For all leased properties, we guarantee that work which affects your family’s
health, safety or security will be handled quickly and to the same standard as
properties owned by DHA.
Before undertaking non-essential maintenance for leased properties, requests
may need to be referred to the owner for agreement. As a result, it may take a
little longer to respond to such requests.


Defence Relocation and Housing Manager
At any stage in your relocation or tenancy, you will have access to a Defence
Relocations and Housing Manager (DRHM).
The DRHM is your primary Defence representative. Each region has a
dedicated DRHM for the support of all ADF members and their families. The
DRHM, through DHA and Toll Transitions, aim to ensure that you experience a
high-quality service and work together to assist you to resolve any concerns.
Contact numbers for Defence Relocations and Housing Managers can be found
at the back of this handbook.



   Health and Safety of DHA staff and contractors
   The health and safety of our staff and contractors is important to DHA
   and we ask you to refrain from smoking while DHA staff or a third party
   representative is on the property.
Tenant Handbook / page 34
            Chapter 4
            Inspections




Tenant Handbook / page 35
                            Appropriate prior notice to tenants of inspections
Tenant Handbook / page 36




                            Under your Defence Residence Agreement (DRA) you are required to provide
                            access to DHA staff, contractors, owners, valuers and prospective purchasers
                            of Service Residences owned and leased by DHA, providing appropriate notice
                            is given.
                            In normal circumstances we will provide at least seven days notice to tenants
                            prior to an inspection.
                            Typically, access will be required to carry out repairs and maintenance work,
                            routine inspections of the property, periodic access to a lessor or to organise a
                            sale or valuation of the property.
                            Contractors will make direct contact with tenants to make mutually convenient
                            times (during normal working hours) to conduct routine maintenance and repairs.
                            Please note that your obligation to provide access does not change during
                            extended absences from your home. If required, your HMC can assist you with
                            access arrangements during your absence.


                            Annual inspections
                            In order to maintain and monitor the quality of housing we provide, we will
                            conduct an annual inspection of your home and grounds. The inspection
                            will be carried out by a DHA Property Consultant and arranged at a mutually
                            convenient time, normally during business hours. The purpose of the
                            inspection is to identify any maintenance requirements and any non-fair
                            wear-and-tear. If required, your Property Consultant will discuss with you
                            a maintenance schedule, and where necessary, reach agreement on the
                            terms for rectification, cost and means of payment of any identified non-fair
                            wear-and-tear issues. Any rectification undertaken by yourself must be to a
                            professional standard.


                            Property sales and valuation inspections
                            We sell some of our properties to private investors through our Sale and
                            Leaseback program. If the home you are occupying is to be included in this
                            program, we will notify you to make arrangements for investors to view
                            the property.
                            Please note that under the terms of your DRA, you are required to provide
                            reasonable access to the owner and to DHA staff for sales and valuation
                            purposes. Every effort will be made to minimise any inconvenience to you
                            and your family.
Leased property inspections




                                                                                       Tenant Handbook / page 37
The owner of a leased property is entitled to reasonable access if they wish
to on-sell or have their property valued. While lessors are entitled to inspect
leased properties, they must first contact DHA to make an appointment.
Wherever possible we will endeavour to combine a lessor inspection with a
routine DHA inspection to minimise any inconvenience to you and your family.


Extended absences from your Service Residence
You may be deployed away from home, and your family might visit friends or
relatives during this time. You might also take extended holidays from time to time.
Your obligation under your DRA to maintain your residence and grounds, and
provide access for inspections, does not change during your absence. Nor is
there any change to our requirement to manage your property and meet our
obligations to lessors during your absence.
During any absence from your Service Residence you are required to have
measures in place for your lawns and gardens to be regularly watered
and mowed, especially in the summer months. As part of your DRA, it is a
requirement that your lawns and gardens are kept neat, tidy and watered
at all times, in accordance with local council watering restrictions.
Please remember that DHA insurance does not cover loss or damage to your
contents. You are strongly encouraged to comprehensively insure your contents.
Your Property Consultant will be happy to discuss how to put arrangements in
place to meet your obligations and protect your property whilst you are away.



   To assist us in managing your property while you are away, please
   notify your local HMC if you will be leaving your property vacant for
   30 days or longer. Please provide us with your contact details during
   the period of your absence, so access can be gained to the property in
   case of inspections or emergencies.
Tenant Handbook / page 38
Chapter 5




                           Tenant Handbook / page 39
Maintaining your Service
Residence and grounds
                            DHA is responsible for maintaining your Service Residence
Tenant Handbook / page 40




                            and grounds in a manner that ensures freedom from concerns
                            about health, safety and security. It is your responsibility to
                            keep your Service Residence and grounds clean and to avoid
                            damage to the home and its surrounds during the period
                            of your tenancy. To prevent further damage to your home,
                            please notify your local HMC immediately of any damage or
                            maintenance issues as they arise.

                            If you are not maintaining your residence in a clean and tidy condition, or
                            maintaining the grounds as required by your Defence Residence Agreement
                            (DRA), you will be given notice to bring the residence and grounds up to
                            standard. Failure to comply with the DRA provisions may result in a loss of
                            entitlement to a Service Residence.


                            Fair wear-and-tear
                            We recognise your right to enjoy your Service Residence, and understand that
                            in the occupation of any Service Residence there will be some deterioration
                            due to the ageing process and normal use. This deterioration is called fair
                            wear-and-tear.


                            Non-fair wear-and-tear
                            If the Service Residence or grounds are damaged due to neglect or
                            mistreatment you will be liable for the cost of repair or replacement as a
                            tenant charge. Damage due to neglect or mistreatment is called non-fair
                            wear-and-tear.


                            Maintenance of grounds, lawns and gardens
                            We will ensure that the grounds of your new residence are in good order when
                            you move in. It is your responsibility to maintain the grounds of your new
                            residence and ensure the lawns and gardens are healthy and watered, during
                            your tenancy. Weeding, fertilising, trimming shrubs and removing garden
                            waste are part of your tenancy obligation.
                            Mowing and watering grass on government land (also known as the footpath
                            or nature strip) in front of properties is also the tenants’ responsibility, unless
                            that land is maintained by an owners’ corporation. If your home is part of an
                            owners’ corporation or unit development, and you are not sure whether you
                            are responsible for garden or lawn maintenance, please contact your local
                            HMC who will be able to clarify this issue for you.
                                                                                        Tenant Handbook / page 41
  You should be aware that:
  • it is a tenant’s responsibility to source the information required in relation to
    water restriction times;
  • in areas of water restrictions, tenants are required to water during specified
    hours to keep lawns and gardens alive and well maintained; and
  • in areas where there are total bans on watering, lawns and gardens are to
    be kept tidy and you must remove dead litter.



Water restrictions
Water restrictions are now a fact of life in Australia and restrictions and bans are
in effect to various degrees in a number of local council and community areas.
These restrictions assist in the careful allocation and usage of water resources.
Although we encourage you to be mindful of water usage during a period of
low rainfall, you have a responsibility to maintain the grounds as specified in
the DRA.
When you vacate a Service Residence, our Property Consultants will use
their discretion, based on local restrictions, when discussing tenant charges
relating to the care of lawns and gardens.
The status of water restrictions is not an excuse for exemption from any
tenant charges where it is clear that there has been neglect in the care of
lawns and gardens.
If you have any concerns in regards to your obligations in caring for the
gardens and lawns at your Service Residence during water restrictions,
please contact your Property Consultant at your local HMC.


Combustible undergrowth - fire hazards
Tenants are responsible for the removal and disposal of undergrowth that would
be a potential bush fire hazard including dead vegetation, undergrowth or leaves.
Should DHA become aware that there is an excessive amount of combustible
undergrowth on a property, which may make the property more susceptible to
fire, we will contact you to arrange for its removal. If you are unable or fail to
arrange the removal of the material, in a reasonable timeframe, we will arrange
a contractor to do so. Any cost associated with the removal of materials will be
the responsibility of the tenant.
                            Use and replacement of refuse bins
Tenant Handbook / page 42




                            In some areas local councils are responsible for supplying refuse bins to
                            residential properties. Security of refuse bins is your responsibility. If you
                            need to replace your bin, please contact the local council. Depending on the
                            circumstances surrounding the need for replacement, you may be liable for
                            any replacement costs levied by the local council.
                            It is recommended that refuse bins be disinfected and rinsed regularly to
                            prevent additional cleaning costs when vacating your home.


                            Colourbond/metal fences
                            While Colourbond and metal fences are durable to an extent, balls and other
                            objects hitting the fence can cause damage. You are responsible for the
                            replacement of any damaged fence panels prior to your uplift. Any existing
                            damage to fence panels should be noted on your condition report at your
                            welcome visit.


                            Pest control
                            DHA is responsible for ensuring your home is free of pests before you move in.
                            When you vacate your Service Residence you should ensure the house is free
                            of pests, such as fleas and ticks that may have been introduced by pets.
                            You are responsible for the control and/or eradication of pest infestations that
                            occur after six weeks from the date of occupation of a property.
                            If, during your tenancy, your home is affected by insects, pests or other vermin
                            (other than termites and possums), it is your responsibility to eradicate them.
                            However, if you suspect that there is a major infestation or plague movement,
                            please contact your local HMC for assistance.
                            The presence of a small number of spiders, ants and cockroaches, is extremely
                            difficult to eradicate, especially if housing is located in close proximity to
                            natural bushland. Small occurrences are not regarded as infestations.
Preventing termite damage to property




                                                                                  Tenant Handbook / page 43
If you detect termite activity in your residence, please contact your local HMC
immediately. Tenants are not responsible for the cost of treatment required to
rid the property of termites.
More recently, DHA residences built in high-risk areas generally have physical
or chemical termite protection measures put in place during construction.
However, if wood, soil or mulch is stacked or piled near or against the
residence, termites may still gain access. Goods incorrectly stored in garages
and sheds may also be at risk.
Your local HMC can advise you if you are in a high-risk area and how to
minimise the risk of termite damage to your residence and personal property.


Asbestos
We have conducted a National Asbestos Audit and Analysis program that
has identified the location and condition of asbestos products in our Service
Residences. If the Service Residence you occupy was built prior to the mid
1980’s, there is a chance that some asbestos product may have been used in
its construction. Wall sheeting in wet areas and eave linings are a common
place to find asbestos product.
Generally, the presence of asbestos in home building materials does not pose
a risk to health unless it is:
  > broken;
  > in poor or deteriorated condition; or
  > disturbed during other maintenance activity.

The safety and comfort of you and your family in your home is important to
us. Should you have any queries regarding the possibility of asbestos in your
home please contact your local HMC.
Tenant Handbook / page 44
Chapter 6




                                    Tenant Handbook / page 45
Cleaning standards during tenancy
                            Prior to you moving into your Service Residence, we will
Tenant Handbook / page 46




                            have completed a thorough cleaning and maintenance
                            check of your property, including professional steam clean-
                            ing of all carpets. If you have concerns with the cleanliness
                            of the Service Residence, you can discuss the matter with
                            your Property Consultant during your welcome visit.

                            Cleaning standards
                            Cleaning standards have been developed on the basis that you will clean your home
                            regularly to the required standard over the course of your tenancy, in accordance
                            with the responsibilities outlined in your Defence Residence Agreement (DRA).

                            You should regularly:
                              >   vacuum all carpeted floor areas;
                              >   mop any non-carpeted floors;
                              >   remove any rubbish from the house;
                              >   keep windows and tracks clean;
                              >   remove any marks from walls;
                              >   clean heating and cooling filters;
                              >   clean any internal/external ceiling fans; and
                              >   remove cobwebs

                            Wet areas
                              > clean all wet areas thoroughly, removing mildew and soap scum
                              > clean all exhaust fan covers and filters

                            Kitchen
                              > remove food residue and grease from sinks, splashbacks, oven
                                and bench tops
                              > clean hotplates, oven, grill, range hood and filters regularly (to remove
                                burnt-on deposits and grease, we recommend you use a high-quality
                                commercial oven cleaner)

                            Outside
                              > continue to water lawns and gardens until the day of uplift, in accordance
                                  with local restrictions
                              > weed all garden beds and lawns areas
                              > mow lawns and trim edges
  > trim shrubs and trees back from the house, gutters, clothes lines and pathways




                                                                                           Tenant Handbook / page 47
  > clean all gutters that can be reached with a standard 1.8 metre step ladder,
      to ensure that they are free of leaves and debris (contact your local HMC for
      assistance with high set gutters)
  >   sweep pathways, driveways and garages free of debris
  >   remove all garden clippings and household rubbish
  >   remove wet oil and grease stains from the driveway and parking areas
  >   rectify any damage caused to landscaping, including turf, sprinkler
      systems and fences
  >   remove any build up of vegetation, leaves and undergrowth from within the grounds
  >   remove cobwebs


Handy household hints and tips
Carpet care
vacuum general household areas weekly and high traffic areas twice weekly.
It is also recommended that you steam clean your carpets annually.
    Stain emergencies - water soluble stains
    (eg blood, alcoholic beverages, soft drinks and milk)
  > absorb as much as possible with towels, then blot the area until there is no more
    transfer of the stain onto the towels
  > use a mild detergent solution or soda water (a clear non-bleach liquid dishwashing
    detergent is best), lightly spray the affected area and blot repeatedly with towels,
    working from the outer edge towards the centre of the spot
  > rinse the carpet thoroughly by spraying with clean water, then blot to extract
    excess water

      Stain emergencies - specific water soluble stains
      (eg coffee, chocolate, tea, urine and vomit)
  > absorb as much liquid as possible with towels, then blot the area with cool water
    until there is no futher transfer of the stain onto your towel
  > apply a solution of one part vinegar to one part water and either spray or blot
    onto the stain
  > lightly spray a mild detergent solution (no more than 1 teaspoon of detergent to
    300ml of water) onto the spot and blot repeatedly with towels, working from the
    outer edge in towards the centre
  > rinse the carpet thoroughly by spraying with clean water, then blot to extract
    excess water

Try to treat the stain as soon as possible. If the stain persists please use a
professional carpet cleaner.
                            Condensation and mould
Tenant Handbook / page 48




                              > improve ventilation by opening windows and doors whenever possible
                              > make sure that clothes and shoes are dry before putting them away in
                                your wardrobes
                              > allow sunlight into rooms as often as possible
                              > wash off any sign of mould growth on walls, ceilings and furniture with
                                a solution of one part household bleach to three parts clean water, and
                                change your cloth frequently
                              > use specific commercial products, which are designed to assist with
                                this problem


                            ventilation to laundries
                            In laundries where dryers are used, ensure the window or door is left open to
                            improve the ventilation. In units where there are no windows, please leave the
                            door open, which will provide flow through air which will ensure the extractor
                            fan works efficiently.


                            Lawns and gardens
                            To prevent premature browning of lawns in summer do not cut your lawns
                            too short. Lawns and gardens should be watered in the early morning and/
                            or evenings as this will assist in maximising water retention. However, where
                            water restrictions are in force in your local region, you should adhere to the
                            suggested watering times. Fertilising regularly (weed and feed) can assist in
                            the control of weed growth and will help keep the grass healthy.



                               Whilst every care has been taken to check the effectiveness
                               of the information, the results cannot be guaranteed.
                               Common sense should always be used and if any doubt exists
                               please contact the manufacturer for advice.
Chapter 7




                         Tenant Handbook / page 49
keeping you up to date
                            Tenant newsletters
Tenant Handbook / page 50




                            Some HMC’s produce newsletters or pamphlets that cover matters of regional
                            interest, and from time to time, we will send information to all tenants
                            regarding issues that affect everyone.


                            Defence community relations
                            We work closely with the Defence Community Organisation,
                            Defence Families of Australia and the Defence Special Needs Support Group
                            to ensure we understand the needs of Defence families. We also meet
                            regularly with local Commanding Officers and Defence representatives.
                            We welcome questions, concerns or suggestions which you or your family
                            may have during your tenancy that may assist with improving our services.
                            Please contact your local HMC to discuss any issues.


                            Surveys
                            To ensure we are providing the level of service required by our tenants,
                            we regularly conduct surveys.
                            We appreciate your time and effort in responding to these surveys which
                            are designed to help us determine how best to help you.


                            Website (www.dha.gov.au)
                            DHA’s website is used to communicate with our Defence members. It allows
                            you to access publications, forms and policies, no matter where you are.


                            Defence publications
                            DHA contributes to local and national Defence publications, providing articles
                            and advertisements, designed to keep our members informed, address concerns
                            and provide timely and helpful advice on housing and relocation matters.
Chapter 8




                                      Tenant Handbook / page 51
Relocating – going to a new posting
                            The key information outlined on the following pages is
Tenant Handbook / page 52




                            designed to provide maximum support to Defence families
                            when moving between posting localities.
                            Prior to your relocation, a DHA consultant will conduct a pre-vacation
                            inspection. At your inspection you will receive a Farewell Handbook
                            designed to assist you when vacating your Service Residence.


                            Relocation entitlements
                            A Defence member posted for duty in Australia, for a period in excess of six
                            months, is entitled to a removal at public expense.
                            Full details on housing assistance, including entitlements and allowances, can
                            be found in PACMAN volume 2, (Chapter 6 – Relocations, Chapter 7 – Housing
                            and Meals and Chapter 9 – Travel). PACMAN is available to members and their
                            families on the Defence website (www.defence.gov.au/dpe/pac).


                            vacation of premises for non-service reasons
                            Should you intend to vacate your Service Residence for reasons such as the
                            purchase of your own home in your current posting locality, or due to a change
                            in your domestic circumstances, you are required to give DHA a minimum of
                            28 days notice in writing. Your local HMC can advise of any entitlements that
                            apply for vacation of premises for non-Service reasons.



                               You must give DHA a minimum of 28 days notice of intention to vacate
                               premises for non-Service related reasons.



                            DHA and Toll Transitions
                            DHA and Toll transitions work together to provide relocations services. Your
                            Easymove Home kit and the Toll Transitions website (www.tolltransitions.com.
                            au/defence) provides detailed information about moving your furniture and
                            effects to your new location.
                            For all other questions relating to the transportation of your furniture and
                            effects please contact the Toll Transitions 24-hour free call number
                            1800 819 167.
Any damage to your Service Residence or the surrounding common area by




                                                                                     Tenant Handbook / page 53
the removal contractor (eg house including eaves, driveway, walls, grass,
letterbox, gutters, garages etc) as opposed to damage to furniture and effects,
must be recorded on the removal contractors inventory form (please request a
copy for yourself ), prior to the contractor departing. You must also report the
damage to your local HMC. If the contactor refuses to record and accept the
responsibility for the damage, you should contact Toll Transitions immediately
and report the removalist damage.


Furniture and household effects
As a member of the Defence Force you are part of a mobile unit and required
to relocate frequently. It is important that you take into consideration, when
purchasing new household items such as furniture and white goods, that the
item must be reasonable to move.
Alterations to a Service Residence to allow entry or placement of furniture,
white goods or personal effects may only be made once approval has been
granted by the HMC when it determines that the requested alterations are
of a minor nature and reasonable.
In circumstances where the HMC deems the request for alteration as unreasonable,
the management of the item(s) concerned is the responsibility of the tenant.
Should you have any concerns or queries please contact your local HMC.


Applying for relocation – starting the process
On receipt of a posting notification, DHA will send a letter asking you to confirm
your move. A tear-off card is included with the letter which you must complete and
return as soon as possible. Upon receipt of this completed tear-off card we will
forward a Relocation Pack to your preferred address (which may be your home).
This will then enable you to start searching for your new home on HomeFind.



  The return of your tear-off card acts as the ‘trigger’ for DHA to commence
  your relocation. The timely return of all completed forms in your Relocation
  Pack will prevent unnecessary delays in your relocation process.
                            Relocation checklist
Tenant Handbook / page 54




                            Before vacating your current residence, you will receive a Relocation Pack
                            from DHA containing:
                              >   an Application for Relocation (AFR) form;
                              >   a direct Credit Authorisation;
                              >   a contact details card;
                              >   a Guide to Relocation Services; and
                              >   a Toll Transitions Easymove kit.

                            You will need to:
                              > complete the Application for Relocation (AFR) and Direct Credit Authorisation
                                and return both forms to your local HMC. Your AFR can also be completed
                                and submitted online on the DHA website (www.dha.gov.au); and
                              > complete your Toll Transitions inventory either online
                                (www.tolltransitions.com.au) or forward the hard copy to your local HMC.
                            Once the above steps are completed you will be contacted by a DHA
                            Relocation and Property Consultant, who will assist you with your preparations
                            in vacating your Service Residence.

                            Pre-vacation inspection
                            We will contact you to arrange a suitable time for your pre-vacation inspection,
                            which will be normally conducted by a Property Consultant from your local
                            HMC within 6 to 8 weeks prior to your uplift date.

                            The Property Consultant will:
                              > discuss cleaning requirements;
                              > provide you with a Farewell Handbook;
                              > identify any non-fair wear-and-tear that you may be responsible for prior
                                to uplift;
                              > assist with any concerns you may have in relation to your preparation to
                                vacate your Service Residence; and
                              > assist you in using HomeFind.
                            All members are to make every effort to be present during this inspection. It is in
                            your best interest to do so as the pre-vacation inspection identifies any tenant
                            charges you may be liable for. However, if unforeseen circumstances prevent you
                            from attending your pre-vacation inspection, you may appoint in writing, an agent
                            to attend the inspection on your behalf. An agents form, available from your local
                            HMC, must be submitted prior to your pre-vacation inspection.
                            It is important you understand your obligations in relation to maintenance
                            and repairs.
Tenant Acknowledgement Form




                                                                                     Tenant Handbook / page 55
At your pre-vacation inspection your Property Consultant will complete a
Tenant Acknowledgement Form (TAF) listing carpet cleaning charges and any
potential charges and/or tenant charges that you may be responsible for.

Please read the TAF carefully to ensure that:
  > you understand your obligations in relation to vacating your
    Service Residence;
  > all information recorded is correct;
  > you agree with the status of all noted charges; and
  > all appropriate sections of the TAF are initialled and signed.

If you are disputing any or all of the charges, your reasons for dispute are to be
in writing and attached to the TAF, or forwarded to the HMC within 24 hours.
Recovery action of carpet cleaning and/or tenant charges for discharging
members will take place immediately after the TAF is signed. This will ensure
any deductions will occur prior to discharge.

Note: All TAFs must be signed regardless of any disputes.

Potential and/or tenant charges for non-fair wear-and-tear
During your pre-vacation inspection the Property Consultant may identify
repairs and/or additional cleaning to be carried out to your Service Residence
which are attributable to tenant damage as a result of non-fair wear-and-tear.
Where this occurs, you will be required to sign a Tenant Acknowledgement
Form (TAF) acknowledging:
  > any potential charges;
  > any tenant charges; and
  > your intention to dispute any tenant charges (if applicable).

You will be advised of the cost of the compulsory carpet cleaning charge
which will be deducted from your salary on completion of the work.
Any damage as a result of deliberate, willful damage or neglect, including pet
damage is the responsibility of the tenant. You may undertake the repairs of
potential charges by the date agreed with the Property Consultant or have DHA
arrange for the work to be completed on your behalf using DHA contractors.
Should you choose to undertake any repairs yourself, they must be completed
to a professional standard. A second inspection will be conducted prior to your
uplift to ensure the repairs have been completed to the agreed standard.

Note: Professional standard is defined as work completed by a specialist
licenced contractor.
                            If you choose to have potential charges completed by a DHA contractor, the
Tenant Handbook / page 56




                            associated cost will be converted to a tenant charge and noted on your TAF.
                            If the actual cost for carpet cleaning, or any item of repair, is higher than the
                            estimated cost on the TAF, you will only pay the estimated amount. If the
                            actual cost is less than the estimate, you will only pay the lesser amount
                            of the contractors invoice.
                            You will be issued a tax invoice from Defence for all agreed tenant charges.


                            Tenancy after discharge
                            Approval of tenancy after discharge is the exception, not the rule.
                            Under normal circumstances members leaving the Defence Force have adequate
                            prior knowledge of their date of separation and should plan their post-discharge
                            domestic accommodation accordingly. Consequently, requests for extensions of
                            tenancy from discharging members which are not based on compassionate or
                            other unforseen extenuating circumstances are not normally approved; personal
                            or financial convenience are not regarded as extenuating circumstances.



                               You must submit a request for extension of tenancy. Any request for
                               extension of tenancy must be in writing and forwarded to your local
                               HMC Manager with a minimum of 28 days prior to your discharge date.


                            Tenancy after discharge will be assessed on the following requirements:
                              > the tenant’s/occupant’s intentions;
                              > the number of dependants and ages of any children (if applicable);
                              > details of compassionate, medical, education or other extenuating
                                circumstances;
                              > whether the Service Residence is required for occupancy by any Defence
                                member, either in the locality or arriving in the locality, during the period
                                of occupancy requested by the member; and
                              > the extension is for a minimum of two weeks.
DHA will advise you of the decision within 14 days of receipt of your




                                                                                  Tenant Handbook / page 57
written request. Should approval be granted you will be required to:
  > sign a State/Territory Tenancy Agreement;
  > pay a bond of four weeks market rent to the Rental Bond Board; and
  > pay market rent fortnightly in advance from the day after to an appointed
    real estate agent.

keys, locks and remotes
When you vacate your Service Residence do not return the house keys to the
HMC. All keys, except one front door key (including deadlock) and one security
screen door key, are to be placed on the DHA key holder and left in the top
kitchen drawer. Other locks, security devices and remotes are to be placed
in one of the kitchen drawers.
After securing your Service Residence, please lock the front door and screen
door and place the keys in the lock box. The operation of the lock box will be
explained during your pre-vacation inspection.



   Remember, you will be responsible for the cost of replacement keys
   and locks to the Service Residence if the keys are not left in the lock
   box at the Service Residence.



Disconnection of utility services
You are responsible for the disconnection and payment of electricity,
mains or bottled gas and the telephone service to your Service Residence.
Arrangements for the disconnection of utilities will vary throughout Australia.
Tenants failing to disconnect utilities, do so at their own financial risk.
You may choose to use the services offered by Fast Connect to arrange for
the disconnection of your telephone, electricity, internet and pay Tv and gas
services. This is a free service for Defence members and can be accessed via
the DHA website (www.dha.gov.au).
                            Redirection of mail
Tenant Handbook / page 58




                            Tenants are responsible for the redirection of all personal mail.
                            For information on mail redirection contact your local Post Office.


                            Rubbish skips and trash packs
                            If you use a contractor or large rubbish collection receptacle such as a
                            skip, trash pack etc to remove excess rubbish from your premises, it is your
                            responsibility as the tenant to organise and pay for the final service and
                            collection prior to your uplift.
                            Damage caused to the Service Residence or surrounding grounds by skips
                            is your responsibility.


                            Final payment for member’s contribution
                            Your rent ceases on the first day you are in receipt of Temporary
                            Accommodation Allowance (TAA) or Temporary Accommodation Allowance
                            Serviced Apartment (TAASA). If this does not occur contact your local HMC
                            immediately.
                            When you occupy your new Service Residence, your Group Rental Scheme
                            (GRS) contributions will commence from date of occupation. Please allow up
                            to two pay periods for your GRS contribution to either commence or cease.
                            If this does not occur please contact your local HMC immediately.


                            Removal of furniture and effects
                            On the day of uplift, please clearly identify to the removal contractor, any
                            non-fixed items (eg remotes, keys, heaters, clothes dryers), that are to remain
                            within the Service Residence.
                            Any damage to your Service Residence by the removal contractor (eg house
                            including the eaves, driveway, walls, grass, letterbox, gutters, garages, etc) as
                            opposed to damage to furniture and effects, must be recorded on the removal
                            contractor’s inventory form, prior to the contractor departing. The damage
                            must be reported to DHA immediately. If the contractor refuses to record and
                            accept responsibility for the damage, the member is to contact Toll Transitions
                            immediately and report the removalist related damage. Toll Transitions may
                            have a representative in the area that can provide assistance whilst the removal
                            is being effected.
Chapter 9




                         Tenant Handbook / page 59
DHA cleaning standards
when relocating
                            Cleaning standards have been agreed between DHA,
Tenant Handbook / page 60




                            Defence and Defence Families of Australia. Tenant cleaning
                            responsibilities when relocating are clearly detailed in
                            the Farewell Handbook provided at your pre-vacation
                            inspection. Please note that you will be responsible for any
                            associated costs for any extra cleaning if you have not met
                            the required cleaning standard.

                            Overview of the move-out cleaning standard
                            When you move out of your Service Residence it is your responsibility to
                            ensure that the Service Residence is cleaned to the required standard, as
                            detailed in this chapter.
                            We will complete a thorough cleaning and maintenance check (including
                            professionally steam cleaning the carpets) after your departure in preparation
                            for the new tenants. Carpet cleaning charges will be automatically deducted
                            from your salary. Recovery action of carpet cleaning and/or tenant charges
                            for discharging members will take place immediately after the Tenant
                            Acknowledgement Form (TAF) is signed. This will ensure any deductions will
                            occur prior to discharge.
                            You need to pay particular attention to certain aspects of your final clean. For
                            example, it is your responsibility to make sure the oven and grill have no burnt-on
                            grease or carbon deposits. You also need to remove any mould, mildew or soap
                            scum from bathrooms. After uplift you do not need to clean the area where your
                            large appliances or pieces of furniture were placed during your tenancy.


                            General cleaning of internal rooms: 2-3 days before uplift
                            You are required to:
                              > vacuum all carpeted floor areas;
                              > sweep and mop any non-carpeted floors;
                              > remove all rubbish from the Service Residence and surrounding grounds;
                              > clean heating and cooling filters;
                              > clean internal and external fans;
                              > replace all blown light globes;
                              > replace batteries in smoke detectors and all remotes; and
                              > remove cobwebs.

                            You do not need to re-clean the floors after your uplift.
Wet areas




                                                                                      Tenant Handbook / page 61
As close as possible to your uplift, you are required to clean all wet areas
thoroughly, removing mildew and soap scum. On the day of uplift you must
ensure that the toilet and shower areas are clean.

Kitchen
You are required to remove food residue and grease from sinks, splashbacks
and bench tops. The hot plates, oven, grill, rangehood and filters must be
cleaned before uplift to remove all burnt-on deposits and grease. Place sink
plugs under the sink to ensure they are not packed at uplift.


General cleaning of outside areas: 1-2 weeks before uplift
You must ensure that:
  > you continue to water all gardens and lawns until the day of uplift,
      subject to local water restrictions;
  >   all garden beds, lawns and paths are weeded;
  >   shrubs and trees are trimmed back from the house, gutters, clothesline
      and pathways;
  >   lawns are mowed and the edges trimmed;
  >   garden clippings and house-hold rubbish are removed;
  >   wet grease and oil stains are to be cleaned off the driveway and parking
      areas;
  >   arrangements are made for the collection of any skips and trash packs etc;
  >   rubbish is removed and the bins are cleaned and secured in the garage or
      garden shed;
  >   the residence and grounds are free from pest infestations stemming from pets;
  >   the garage is swept out; and
  >   you clean all gutters that can be reached with a standard 1.8 metre step
      ladder (contact your local HMC for assistance with high set gutters).

The pre-vacation inspection cleaning standard is intended to be a reasonable
starting point for us to prepare the residence for the next tenant.
Your Property Consultant is available to discuss these cleaning standards with
you at any time.
Tenant Handbook / page 62
Chapter 10




                       Tenant Handbook / page 63
Complaint resolution
                            Our complaints resolution process is designed to ensure
Tenant Handbook / page 64




                            all complaints are dealt with in a fair and timely manner.
                            The process provides:
                              > an opportunity to have your concern heard and investigated;
                              > a clear and direct process to resolve the dispute;
                              > a fair and independent review; and
                              > a clear explanation of any decisions.

                            At any stage in the process you may consult with your local
                            Defence Relocations Housing Manager (DRHM) to seek guidance.

                            If you have a concern or complaint in relation to any aspect of our service,
                            the best way to proceed is as follows:
                              1. Your HMC should always be your first point of contact. Our staff will respond
                                 to your needs and seek to resolve any issue or complaint you might raise.
                                 When necessary, they will consult the DRHM in your region.
                              2. If you are not satisfied with the way in which your issue or complaint has
                                 been handled, you may ask to have it escalated to the Customer Relations
                                 Officer (CRO) in your local HMC, who has the responsibility for co-ordinating
                                 the management of the complaint. On receipt of the complaint the CRO
                                 will refer the matter to the HMC Manager and/or their representative. The
                                 Manager will review your case, and where possible, propose a resolution.
                              3. If your complaint is unable to be resolved by the HMC Manager, a formal
                                 meeting may be held between the HMC Manager, the DRHM and other
                                 relevant stakeholders with the aim of jointly resolving the complaint.
                              4. If you are not satisfied with the outcome proposed by your HMC Manager,
                                 and wish to further escalate your complaint, you should contact DHA’s
                                 National Customer Relations Department. This may be done by phone, email
                                 or in writing.

                                Phone:           DHA National Customer Service Line
                                                 1800 249 711
                                Email:           National Customer Relations Department
                                                 clientservices@dha.gov.au
                                In writing to:   National Customer Relations Department
                                                 Defence Housing Australia
                                                 26 Brisbane Avenue
                                                 BARTON ACT 2600

                                We will make every effort to resolve the matter at a regional or national level
                                in a timely manner.
Chapter 11




                      Tenant Handbook / page 65
Contact information
                            DHA contacts                                       Department of Defence contacts
Tenant Handbook / page 66




                            www.dha.gov.au                                     Defence Relocations
                                                                               and Housing Managers (DRHM)
                            info@dha.gov.au                                    1800 DEFENCE (1800 333 3623)
                                                                               Refer over page for your local DRHM contacts
                            National Customer Service Line
                            1800 249 711                                       FIND (Family Information Network for Defence)
                            (between 8.00am and 6.00pm EST Monday to Friday)   1800 020 031
                                                                               www.dco.dod.gov.au
                            Maintenance Line                                   Defence Families of Australia
                            1300 366 615                                       1800 100 509
                            (24 hours)                                         www.dfa.org.au
                            A call to this number during business hours        Defence Special Needs Support Group
                            (8:30am-4:30pm) \will connect you to your local    1800 037 674
                            HMC for all your maintenance requirements. After   www.dsnsg.org.au
                            hours (4:30pm-8:30am) this number will connect
                            you to the after hours emergency maintenance       Defence Pay and Conditions Manual (PACMAN)
                            service only.                                      www.defence.gov.au/dpe/pac/
                                                                               www.defence.gov.au/pac/ (Defence intranet site)
                            Emergency Relocations Hotline
                            1800 626 698
                            (24hr hotline when in transit)                     Other useful contacts
                            (24 hour hotline when in transit)
                                                                               Toll Transitions
                                                                               1800 819 167
                                                                               www.tolltransitions.com.au/defence

                                                                               Fast Connect
                                                                               1300 661 464
                                                                               www.fastconnect.net.au
DHA Housing                                    Defence Relocations




                                                                                              Tenant Handbook / page 67
Management Centres                             and Housing Managers
ACT and Riverina Region                        ACT and Riverina Region
Canberra                      (02) 6268 3700   Canberra                      (02) 6266 8749
Wagga Wagga                   (02) 6933 7200   Wagga Wagga                   (02) 6937 5410
Wodonga                       (02) 6049 2300
                                               NSW Region
NSW Region                                     Williamtown                   (02) 4964 6964
Parramatta                    (02) 8836 5700                                 (02) 4964 7247
Hurstville                    (02) 8567 1200   Liverpool                     (02) 8782 4100
Liverpool                     (02) 8778 6900   Nowra                         (02) 4421 3855
Pennant Hills                 (02) 9875 8600   Richmond                      (02) 4587 2314
Richmond                      (02) 4588 1000   Sydney                        (02) 9377 2146
Hunter valley                 (02) 4983 5300
Nowra                         (02) 4421 1500   South East Australia Region
                                               Adelaide                      (08) 8305 6674
Vic/Tas Region                                 Southern victoria             (03) 9282 3667
Melbourne                     (03) 9947 8100   Bandiana                      (03) 6055 2157
Cerberus                      (03) 5950 6604   Hobart                        (03) 6237 7124
Puckapunyal                   (03) 5736 1100
Sale                          (03) 5143 6500   Western Australia Region
Hobart                        (03) 6215 7600   Perth                         (08) 9553 1585

South West Australia Region                    Northern Territory Region
Adelaide                      (08) 8245 7800   Darwin                        (08) 8935 4346
Perth                         (08) 9210 3400   Tindal                        (08) 8973 6594
Bullsbrook                    (08) 9571 6201
Rockingham                    (08) 9591 4400   North Queensland Region
                                               Cairns                        (07) 4053 9304
Northern Territory Region                      Townsville                    (07) 4771 7922
Darwin                        (08) 8901 7100
Alice Springs                 (08) 8952 9323   South Queensland Region
Robertson Barracks            (08) 8901 7100   Brisbane                      (07) 3332 6992
Tindal                        (08) 8972 8000   Ipswich                       (07) 4631 4414

North Queensland Region
Cairns                        (07) 4040 2400
Townsville                    (07) 4726 1800

South Queensland Region
Brisbane                      (07) 3355 8800
Canungra                      (07) 5543 4554
Ipswich                       (07) 3355 8800
Toowoomba                     (07) 3355 8800
Tenant Handbook / page 68
www.dha.gov.au

				
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