New South Wales tenants
At Home in Place, tenants are at the centre of everything we do. We provide safe, secure and affordable homes while supporting strong, connected communities across New South Wales.
We value tenant voices and encourage participation through local activities, events and opportunities to share experiences and feedback. Many tenants generously share their stories and take part in surveys, helping shape our services and advocacy.
Paying your rent
We offer a range of rent payment options to suit different circumstances. Paying rent on time helps maintain your tenancy and supports the ongoing management and upkeep of your home.
Information about available payment methods, statements and support options is provided on our Rent, payments and bonds page.
If you are experiencing financial difficulty or anticipate trouble paying rent, please contact your Tenancy Relations Officer as early as possible. Early contact allows us to discuss support options and, where appropriate, work with you to find a solution.
Rental bonds
A rental bond is payable when signing your Residential Tenancy Agreement.
For NSW tenants, the maximum bond payable is equal to four weeks of market rent. All rental bond payments are lodged with the relevant Bond Board in line with legislation.
If you are unable to pay the bond in full, please speak with your Tenancy Relations Officer before signing your lease. In some cases, a payment plan may be arranged.
More information on rental bonds is available here.
Rent reviews
In New South Wales, Home in Place undertakes income assessments and rent reviews every six months. This process helps ensure rent remains appropriate to a tenant’s circumstances and in line with relevant policies and legislation.
Market rents are also reviewed annually to ensure they align with current property valuations. If any change to rent is required, tenants will be notified in writing and provided with information about when the change takes effect.
More information about rent reviews is available here.
Water usage
Water usage is charged in line with NSW legislation. Where applicable, tenants are responsible for paying water usage charges for their home.
Water charges are shown separately on tenant statements and are payable in addition to rent. This helps ensure transparency about how charges are calculated and applied.
For more information please refer to our Policies page.
Housing Access program
Home in Place delivers the Housing Access program in New South Wales, providing information, advice and referral support to people experiencing housing stress or homelessness.
Housing Access can help people understand their housing options, navigate the social and community housing system, and connect with appropriate services. Support may include assistance with applications, referrals to specialist providers and guidance on next steps based on individual circumstances.
Full information about the Housing Access program, including available services and how to seek support, is available on our Housing Access page.
Housing transfers
Existing Home in Place tenants may be eligible to apply for a transfer to another property. Transfers are only available within the same state and housing program.
NSW tenants may apply to transfer to a property managed by:
- Home in Place
- The Department of Communities and Justice
- Another community housing provider
In some cases, Home in Place may initiate a transfer for tenancy or portfolio management reasons. This is known as a management transfer.
To discuss eligibility, call 1300 333 733.
Complaints and feedback
We are committed to listening to tenants and responding to concerns fairly, respectfully and in a timely way. Feedback helps us understand what is working well and where we can improve, while complaints give us the opportunity to address issues and resolve them appropriately.
Tenants are encouraged to raise concerns as early as possible so they can be managed effectively. Information about how to make a complaint or provide feedback, including what to expect during the process, is available on our complaints and feedback page.
Emergencies and useful information
In an emergency, your safety is the priority. Information about what to do in urgent situations, including who to contact and where to seek help, is available on our emergency information page.
We also provide links to a range of external services and support organisations that may be helpful at different times. This includes health, financial, legal and community support services.
You can find these resources on our useful links page.
