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Evolve Housing sign on building facade

Frequently Asked Questions

How do I apply for housing?
I lodge a complaint or appeal?
I pay my rent?
get repairs done?
give feedback on maintenance and/or repairs?
Can I have extra guests?
modify to my home?
What do I do if  I am having trouble with a neighbour?
if there is an abandoned vehicle?

 

Car parking, what are our rights?

 

How do I apply for housing? 

In April 2010 a new system was introduced to simplify the social housing application process. Housing NSW and community housing providers worked together to set up one application system called Housing Pathways. Wait times for social housing depend on individual housing requirements and allocation zones. Before applying for a home through Evolve Housing, all new applicants must complete an application through Housing Pathways and provide support documents including medical information and evidence requirements. For more information, go to our Find a Home page and our Types of Housing page.

How do I lodge a complaint or appeal?

  • Complaints
    • Evolve Housing aims to provide a high quality professional service to all clients. We always welcome your feedback, whether it’s a complaint, compliment or suggestion. Residents can provide feedback or make complaints about the services we provide; the way you have been treated by our staff; and the manner in which your personal information has been used, disclosed or dealt with including health information. You can make a complaint by speaking to an Evolve Housing staff member; visiting our office or sending us an email at ihear@evolvehousing.com.au.
    • For more information, please see our Complaints and Feedback Factsheet and our Dealing with Complaints Policy.

 

  • Appeals
    • You can lodge an appeal if you disagree with our decisions (this is different from making a complaint). If you disagree with a decision Evolve Housing has made, you may lodge an Appeal asking for the decision to be reviewed. The Appeal will be dealt with in accordance with our Appeals Policy. 
    • You should first talk to the person who made the decision. You may also talk to another Evolve Housing staff member and they will listen to your concerns. If you are still not comfortable or happy with the decision, you can lodge an Appeals form which means you want the decision to be further reviewed.

How do I pay my rent?

Rent payments should be made directly to Centrelink and other non-payments directly to Evolve Housing. Tenants must pay two weeks rent when they start their tenancy, and then continue paying rent either weekly or fortnightly. Non-rent payments must be paid within 21 days of billing (if all non-rent debt payments cannot be paid on time, you must contact your Housing Manager and arrange how to pay your debt by installments). For more information please go to our Paying your Rent page.

How do I get repairs done?

To report a repair you must contact our Evolve Housing Maintenance Call Centre on 02 8862 1555 (open Monday to Friday, 9am-5pm). For emergency repairs outside office hours, please call 02 8862 1500 and they will be directed to some assistance.

NB: The emergency repair phone number is also found on the bottom of their lease agreement, which is provided to all tenants upon signing their tenancy. 

For more information please see our Repairs and Maintenance page or our Maintenance and Repairs Factsheet.

How do I give feedback on maintenance and/or repairs?

Residents can give feedback by:

Can I have extra guests?

Evolve Housing tenants are welcome to have visitors stay at their property for up to four weeks. However, tenants are required to obtain prior written permission from Evolve Housing for any additional occupants to live at their property for more than four weeks.

For more information please see our:

  • Visitors and Additional Occupants Policy
  • Visitors, Additional Occupants and Household Changes Factsheet.

What if I want to make changes to my home? For example, paint a room, add an air-conditioner or anything else?

Evolve Housing is committed to responding to requests for property modifications to accommodate for tenants or household members with special needs. Modifications are changes that we make to a property because a tenant or household member has an identified need that means their current property no longer suits their needs. 

An assessment will be made to identify the necessary and reasonable modifications required to a property to allow a tenant or household member to continue to reside or take up residency. Evolve Housing will discuss the circumstances with the occupational therapist and the tenant to determine those modifications that could be made within the meaning and requirements of appropriate legislation. 

For more information please see our Modifications Policy.

Car parking, what are our rights?

Evolve Housing is committed to maintaining property conditions. Vehicles that are stored, abandoned or parked inappropriately on Evolve Housing property can present a health or safety hazard, cause a nuisance, block access or prevent other tenants from utilising the space. Tenants and Evolve Housing are responsible for taking reasonable precautions to prevent vehicles from being left, stored or abandoned on Evolve Housing property. Evolve Housing can take action to remove such vehicles if they are on Evolve Housing property.

Vehicles left on public land are the responsibility of local councils or the Roads and Traffic Authority.

A reference to a vehicle includes a car, motorbike, caravan, trailer, boat or remains of any vehicle belonging to a tenant or a member of their household.

What do I do if I am having trouble with a neighbour?

We suggest that you first try to solve the problem by talking with your neighbours or through a mediator. Evolve Housing has information on resolving disputes, and we can refer you to a local Community Justice Centre where an independent mediator may help you resolve your dispute. Evolve Housing will not be involved in this process as an advocate or third party. 

When you should contact the local authorities:

  • The local council, if you think the other person has breached council by-laws on loud music, barking dogs, overgrown trees, parking issues etc.
  • The police, if you feel unsafe and at risk or you think the other person may have broken the law.
  • The body corporate, if you live in a strata unit that is not managed by Evolve Housing.

Evolve Housing can investigate your dispute and complaints if it involves possible breaches of the tenancy agreement by another Evolve Housing tenant, and if you have first tried to resolve the problem yourself. If the problem continues for a long time and represents a serious nuisance or annoyance that causes interference with the peace, comfort, or privacy of others, then put your complaint to Evolve Housing in writing.

What do I do if there is an abandoned vehicle on my property?

Vehicles that are stored, abandoned or parked inappropriately on Evolve Housing property can present a health or safety hazard, cause a nuisance, block access or prevent other tenants from utilising the space. Tenants and Evolve Housing are responsible for taking reasonable precautions to prevent vehicles from being left, stored or abandoned on Evolve Housing property. Evolve Housing can take action to remove such vehicles if they are on Evolve Housing property. A reference to a vehicle includes a car, motorbike, caravan, trailer, boat or remains of any vehicle belonging to a tenant or a member of their household. Vehicles left on public land are the responsibility of local councils or the Roads and Traffic Authority.