2 ● Future Directions for Social Housing in NSW

Contents
A message from the Minister 4
Executive summary 5
A new direction 7
More social housing 8
Actions 9
1.1 Increase redevelopment of Land and Housing Corporation
properties to renew and grow supply 9
1.2 Increase the capacity of community housing providers and
other non-government organisations to manage properties 10
1.3 Innovative financing and social impact investment models 11
1.4 Better utilisation of social housing properties 12
More opportunities, support and incentives to build
housing independence 13
Actions 14
2.1 Remove work disincentives 14
2.2 Education and employment 14
2.3 Private rental assistance 15
2.4 Affordable rental housing as a stepping stone 17
2.5 Collaboration and Accountability 18
A better social housing experience 20
Actions 21
3.1 FACS customer service 21
3.2 Better maintenance and community amenity 22
3.3 Safe, stable communities 23
3.4 A “place-making” approach to building communities 24
3.5 Regional options 25

3 ● Future Directions for Social Housing in NSW

 A message from the Minister
NSW’s social housing system was created after the Second
World War for working families with low incomes. In the 1950s,
73% of people using social housing were couples with children.
Today the social housing system supports a very different
demographic. It is a safety net for the most vulnerable in the
community – including the elderly, people with a disability or
severe and chronic mental health illness, carers with long term
caring responsibilities and those experiencing drug and alcohol misuse and domestic
and family violence.
However there are people in the social housing system who could, over time
and with the right opportunities, become independent and no longer require
government support. This includes families with children, young people
and job seekers.
The NSW Government wants social housing to be a vehicle for breaking
disadvantage. We want to encourage residents in social housing to be
aspirational, not generational.
Our reforms will see us working in partnership with all levels of government, not-for-
profit housing providers, the private sector and social housing tenants to deliver
more housing with better support services.
It is a future in which all the agencies with a vital interest in the life outcomes for social
housing residents - including Health, Education, Justice, Planning and Environment,
Industry and Family and Community Services – collaborate and are held accountable.
It is a future where there are expectations and accountability for new and existing
residents of social housing.
This strategy will support innovative ideas and projects including the Premier’s
Innovation Initiative for social housing and the Social and Affordable Housing
Fund to facilitate up to $1 billion of new social and affordable housing.
Social housing is a vital service underpinning the social good of NSW. This ten
year strategy encompassing the NSW Government’s reforms is about more
than properties. It is about people.

Brad Hazzard
Minister for Family and Community Services
Minister for Social Housing

4 ● Future Directions for Social Housing in NSW

 Executive summary
Future Directions for Social Housing in NSW sets out the NSW Government’s vision
for social housing over the next 10 years.
This strategy will drive better outcomes for tenants including helping those who are
able to transition out of social housing.
It looks at the whole continuum of housing – from homelessness to the private market.
It provides focused support to help people avoid long term social housing tenancies,
while also recognising the role stable housing plays in the lives of people who are not
able to live elsewhere.
Future Directions is underpinned by three strategic priorities:
• More social housing
• More opportunities, support and incentives to avoid and/or leave social housing
• A better social housing experience.

This will achieve the following outcomes:

• Increase successful transitions out of social housing by 5%
• Increase the proportion of young people who successfully move from specialist
homelessness services to long term stable accommodation by 10%.

For this to be sucessful the NSW Government will collaborate with the private sector,
the not-for-profit sector and all levels of government to create a social housing system
which is sustainable and responsive.

More opportunities, support

More social housing and incentives to avoid and/or A better experience in social housing
leave social housing

Optimise
Access Grow
Grow social planning Opportunity Access for Suitable, safe High quality
private affordable Housing
housing settings in work and priority and quality customer
rental housing stability
supply and infra- education clients housing service
market supply
structure

By 2025, Future Directions will seek to transform the social housing system in NSW
from one which is dominated by public sector ownership, control and financing of
assets and provision of services, and in which tenants have little incentive for greater
independence and live in circumstances that concentrate disadvantage, to a dynamic
and diverse system characterised by: 
a greater involvement of private and non-government partners in financing, owning and
managing a significantly expanded stock of social and affordable housing assets;

5 ● Future Directions for Social Housing in NSW

b expanded support in the private rental market, reducing demand on social
housing and the social housing wait list
c more competition and diversity in the provision of tenancy management services
through the expanded capacity and capability of community housing providers
d housing assistance being seen as a pathway to independence and an enabler of
improved social and economic participation for tenants living in vibrant and socio-
economically diverse communities.

To achieve these goals, Future Directions will implement the three interconnected
strategies set out in this submission: 
1 significant expansion and redevelopment of stock through partnerships with private
sector developers and finance; 
2 transferring significant tenancy management responsibility to non-government
housing providers; and 
3 “wrap-around” services to support tenants build their capabilities and take
advantage of the economic opportunities in our strengthening economy.
In addition, Future Directions will be supported by the Social and Affordable Housing
Fund, which will implement innovative approaches to private and non-government
sector contributions (in the form of financial investment or land) to grow the stock
of social and affordable housing.
Future Directions will move the social housing system to a situation where government
supports private and non-government sector initiative and innovation as opposed to
one in which government dominates the landscape. 
The provision of social housing will be just one part of an individualised and holistic
approach to breaking disadvantage for our clients – including health, education, and
employment support:
• There will be more social housing better designed to meet tenants’ needs, more
effective alternatives to social housing, and more pathways out of social housing,
especially for children, young people and their families
• There will be shorter average tenancies and more people ‘graduating’ from social
housing as a result of skills and employment  we have helped them acquire
• More clients will use private rental assistance to get them through difficult periods,
rather than going on the waiting list
• Children of social housing tenants’ school performance will improve
• Young people who have grown up in social housing will increasingly move into
independent housing, using the education, skills and employment we have helped
them acquire

6 ● Future Directions for Social Housing in NSW

• Those in our community who are most disadvantaged are assisted to live in a safe
and stable home environment
• There will be more community, private sector, and Commonwealth involvement in
the system and we will all work together to support disadvantaged people
• More people in social housing feeling safer and participating in their local community.

A new direction
Social housing exists to help those in need. But providing subsidised housing also has
the potential to entrench disadvantage. After getting a social housing tenancy, there
is an incentive to avoid losing eligibility for that benefit, so sometimes people avoid
improving their skills and gaining work. As a result, the system that aims to relieve
poverty can end up trapping people in poverty.
This strategy refines the focus on need. It identifies two broad groups of social
housing tenants:
• The ‘safety net group’: people who require support for an extended period of time
• The ‘opportunity group’: people who can be helped to become more independent
so they no longer require social housing and government assistance.

The new approach to social housing clients in the opportunity group will not come
at the expense of those in the safety net group. The frail aged and people living with
a disability or a serious mental illness will continue to be supported.
Future Directions will be testing a number of new locally based approaches. This
includes a more collaborative and joined up approach to service delivery, across
government and non-government organisations, with a view to achieving positive
outcomes for social housing tenants and those on the waiting list.

Social housing definition: Rental housing provided by not-for-profit, non-

government or government organisations to assist people who are unable to
access suitable accommodation in the private rental market. Social housing
includes public, Aboriginal and community housing, as well as other services
and products.

7 ● Future Directions for Social Housing in NSW

More social housing
Demand for social and affordable rental housing is increasing. An increasingly
unaffordable private rental market for people on low incomes, responses to
homelessness and fewer social housing vacancies have driven the growth
in the waiting list, which has now reached 60,000 households.
As a result at the same time, people are staying in social housing longer. The average
length of a social housing lease is becoming longer, with more than 50% of people in
social housing holding a lease for 10 years or more.1
The challenges for the ‘opportunity group’ to transition to the private rental market
have become more  prevalent at the same time as more ‘safety net’ clients are being
accommodated with longer term housing needs.
Simply increasing the supply of social housing without doing anything to mitigate
demand, will not deliver a sustainable and responsive system. Likewise just relying
on rental subsidies will not support the safety net group. We need to make the best
use of our social housing properties to get the best access and the best value for
tenants and for our State.
The NSW Government is committed to a large scale building program to deliver new
social, affordable and private housing. This will bring with it significant economic
activity estimated at $22 billion in housing construction to the State.
The NSW Government has recently launched Communities Plus - a new approach to
delivering integrated communities and improved social outcomes. Communities Plus
will be an ongoing program that seeks non-government and private sector partnerships
to redevelop Land and Housing Corporation sites throughout metropolitan Sydney and
regional NSW.
The NSW Government has recently announced the Social and Affordable Housing Fund
(SAHF) which will provide ongoing financial support to deliver access to 3000 social and
affordable houses in its first tranche. This is fulfilling the Government’s commitment to
introducing innovative financing mechanisms into the social housing system.  
The NSW Government will:
• Transfer management of government owned dwellings so that the community
housing sector either owns or manages up to 35% of all social housing in NSW
• Engage the non-government and private sector to deliver up to 23,000 new and
replacement social housing dwellings
• Continue to introduce measures that ensure social housing meets the changing
needs of tenants, such as better utilisation of social housing
• Implement innovative financing mechanisms.

1 Internal FACS data (2014)

8 ● Future Directions for Social Housing in NSW

Actions:

1.1 Increase redevelopment of Land and Housing

Corporation properties to renew and grow supply
In partnership with the private sector Land and Housing Corporation will fast-track
redevelopment of its social housing portfolio. The new social housing developments
will be modern, look the same as neighbouring private dwellings and be close to
transport, employment and other community services.
The redevelopment program includes both small-site redevelopments as well as larger
redevelopments and will create opportunities for innovation through partnerships
with the private and non-government sectors. These partnerships will incorporate
tenancy management and engagement, both of which are essential to achieve
community integration.
Over the next 10 years the NSW Government will:
a Deliver redevelopment projects on Land and Housing Corporation sites throughout
NSW through Communities Plus
b Align redevelopment projects with UrbanGrowth priority renewal areas
c Work with planning agencies and authorities to ensure appropriate rezoning
is possible
d Ensure large redevelopments target a 70:30 ratio of private to social housing
to enable more integrated communities (generally with an increased number
of social housing where practicable).

The building program will have several different elements which include neighbourhood
scale, medium scale and major urban transformation redevelopments. The sites
selected will be offered to the market through Communities Plus and will have good
amenity, access to transport, employment and educational opportunities.
For example the eight hectare Ivanhoe Estate at Macquarie Park (currently with 259
social housing dwellings), will be transformed into a high quality integrated community
with more than 1800 private, 556 social and 128 affordable housing dwellings.

“Communities Plus will be at the forefront of encouraging people in social

housing to be aspirational, not generational. Many of the new social housing
units will be used to trial innovative programs that link housing assistance to
participation in education, training and local employment opportunities to
promote independence”
- Brad Hazzard, Minister for Family and Community Services and Social Housing.

9 ● Future Directions for Social Housing in NSW

Implications for existing tenants
The building program involves the redevelopment of existing social housing dwellings,
requiring temporary tenant relocations. FACS will work closely with communities to
avoid unnecessary disruption to tenants’ lives.

1.2 Increase the capacity of community housing

providers and other non-government organisations
to manage properties
The NSW Government will transfer management of government owned dwellings to
community housing providers and other non-government organisations through a
competitive process. Within 10 years the community housing sector will manage up
to 35% of all social housing in NSW. The NSW Government will create contracts with:
a Longer term leases to be determined on a location by location basis
b Requirements that community housing providers work toward achieving, measuring
and reporting on how tenant outcomes have improved through the Social Housing
Outcomes Framework including meeting the Premier’s/State targets
c Requirements that community housing providers will assist with relocating tenants
to free up properties required for redevelopment.

The Aboriginal Housing Office (AHO) will continue to work closely with Aboriginal
Community Housing Providers (ACHPs) to maintain its ongoing commitment of
ensuring that Aboriginal people in NSW have equal access to, and choice in,
affordable housing.

10 ● Future Directions for Social Housing in NSW

1.3 Innovative financing and social impact investment
models
The NSW Government will work with the private sector to identify innovative financing
options that can be applied to the social housing system and provide a stable income
stream. This includes:
a Implementing the Social and Affordable Housing Fund and Premier’s Innovation
Initiative
b Facilitating private sector investment in social housing such as:
-- Using social impact investments to provide incentives for housing providers to
improve outcomes for social housing tenants
-- Investigating opportunities for ground leasing (an agreement where the lessee
is permitted to develop a piece of property during the lease period, after which
the land and all improvements are turned over to the property owner) and other
structures as a way to promote investment from financial institutions such as
superannuation funds.

Social impact investment

Social impact investment is an emerging approach to tackling social challenges
that brings together capital and expertise from across the public, private and
not-for-profit sectors.
By harnessing the innovation of the non-government sector the NSW Government
will deliver better outcomes for the most vulnerable people in our community,
including those living in social housing.
The NSW Office of Social Impact Investment has been established to grow the
social impact market and has delivered Australia’s first two Social Benefit Bonds,
seeking to deliver better services and results for families at risk.
Building on the successful launch of these bonds, the NSW Government is
committed to finding other opportunities to use social impact investment to
deliver better services and results.

11 ● Future Directions for Social Housing in NSW

1.4 Better utilisation of social housing properties
There are many houses across the social housing system that are not being optimised
with the under-occupancy rate currently at 14%.
The NSW Government will reduce under-occupancy by:
• Test a range of initiatives to address tenant under-occupancy
• Building more smaller, fit-for-purpose dwellings to match the needs of new and
future tenants
• Re-designing the allocations process to ensure a better fit between tenants and
properties. For example if only 3 bedroom properties are available we will place a
single person in a private rental headleased property and retain the larger property
for a family until such time as a suitable one bedroom unit is available for the single
person.

“I am very happy and thankful to have such a nice place to live in. I feel living
here has given me a lot of satisfaction as I am treated like any other resident
who has bought their home - there is acceptance here. It is ideal living for an
older person on their own. I have made many very good friends even though
I have very little money. I feel I have picked up after losing everything”
Social housing tenant from south eastern Sydney

12 ● Future Directions for Social Housing in NSW

More opportunities, support and incentives
to build housing independence
There are many barriers to building independence and to leaving social housing.
These include access to education, finding work and having affordable housing
options to transition to.
These challenges can be more effectively tackled through better integration of
government services. This requires FACS to work jointly with all levels of government
and the private and non-government sectors.
A Social Housing Outcomes Framework will be developed to define and measure
client outcomes and provider performance against Future Directions. All social
housing providers, whether non-government or government, will be accountable
and measured under the Social Housing Outcomes Framework.
The NSW Government aims to:
• Increase the number of households successfully transitioning out of social housing
by 5% over three years
• Improve the educational outcomes of students living in social housing
• Reduce the number of children growing up in social housing who take on their
own social housing tenancy
• Increase the proportion of young people aged 15-24 who successfully move
from specialist homelessness services to long-term accommodation by 10%.

To achieve these targets the NSW Government will:

• Increase the use of private rental assistance products by 60% by 2025 to help
households avoid or leave social housing – increasing support from 27,000
assistances in 2015 to 37,000 in 2025.
• Increase educational and employment opportunities for young people and families
with children
• Hold all providers (government, non government and private) accountable for the
social and economic outcomes for people in the social housing system
• Encourage development of more affordable rental housing to act as a stepping
stone out of social housing, or a diversion from entering the system
• Remove disincentives for tenants to get employment
• Explore options to better utilise Government lands for social and affordable housing
• Develop an improved evidence base, focused on clients and social housing
assistance outcomes.

13 ● Future Directions for Social Housing in NSW

Actions

2.1 Remove work disincentives

Participants in the social housing consultation held in late 2014 and early 2015
identified a number of disincentives for people to enter the workforce. Among these
was the risk of losing eligibility for social housing, as well as Commonwealth payments
or concessions if they find work.
The NSW Government will:
a Review FACS’ housing policies to examine disincentives to work, and remove as
many as possible
b Commence an independent review of different social and affordable housing rent
models in 2016. The review will identify options to minimise disincentives in the
current income based model. It will also consider possible changes to eligibility
criteria whilst ensuring social housing remains affordable
c Continue to work closely with the Commonwealth Government to ensure that
tax and welfare settings do not discourage people in social housing from seeking
educational and employment opportunities.

2.2 Education and employment

Education and training are important pathways to employment, enabling people to
leave social housing. The NSW Government will focus on improving educational
outcomes for children, and employment opportunities for young adults and
jobseekers, so they can successfully transition out of social housing.
The NSW Government will:
a Change allocation processes so tenants can be placed in, or relocated to, areas
where there are better educational and employment opportunities. This process
will be trialled and evaluated
b Introduce Personal Support Plans. These plans are a partnership agreement
between a client and housing provider where a client commits to work towards
agreed realistic goals in exchange for tailored supports and services. The plan
builds their capacity to engage in paid employment. This work builds on the
success of similar approaches utilised in the private market, such as the Youth
Private Rental Subsidy established in Hunter region in 2012
c Provide opportunities for employment for people in social housing through the
new maintenance contract by collaborating with the private sector to develop
tenant participation plans

14 ● Future Directions for Social Housing in NSW

d Extend the Careers in Caring program to an additional four locations, to support
social housing tenants to access training and employment in the disability and
aged care industries
e Invest $2 million toward the establishment of new early childhood centres in
social housing areas.

2.3 Private rental assistance

The NSW Government provides a range of social housing assistance products
to help people in the private rental market so they don’t fall into social housing or
homelessness. The Commonwealth Government supports people in the private
rental market through Commonwealth Rent Assistance. However, for low income
households living in higher cost housing markets, additional support is required.
The NSW Government will support 60% more people into the private rental market
by 2025. This will help them to either avoid entering into, or to transition out of, the
social housing system.
FACS will also work with the Department of Fair Trading to examine ways to make
the private rental market more suitable for people on low incomes.

15 ● Future Directions for Social Housing in NSW

Boosting private rental products
New initiatives include:
• Introduction of a new medium term rental subsidy, Rent Choice, to support
households to sustain a tenancy in the private rental market. Priority client
groups include:
-- Young people transitioning to independent living, including those leaving
Out of Home Care
-- Adults with low incomes who have suffered a destabilising event such as
retrenchment or illness
-- Adults with persistent low income who are prepared to commit to improving
employment outcomes.

The subsidy will be available for up to three years and will require clients to engage
with education and/or employment and relevant supports. Personal Support Plans
will be implemented to monitor client progress and encourage improved outcomes.
Approximately 2,500 families will receive this each year by 2025.
The NSW Government will broaden eligibility for access to Start Safely. Start Safely
is a rental subsidy for people escaping domestic or family violence. This subsidy is
available for up to three years and incorporates quarterly reviews to help clients regain
independence. The expansion is expected to increase the number of families getting
assistance under Start Safely from approximately 2000 to 3500 each year.
The NSW Government will also promote the uptake of existing products:
• Private Rental Brokerage Services, with specialist support to:
-- build skills and capacity of clients with complex needs to access and maintain
a private rental tenancy through ongoing case management linked to Personal
Support Plans
-- monitor clients’ progress for up to 12 months after the subsidy and support
services have been transitioned
• Rent Start products - one-off financial assistance to support households to
compete in the private rental market. Products include:
-- Advance Rent: a grant payment for two weeks rent
-- Bond Loan: a loan of up to 75% of bond for private rental or 100% for those
in crisis
-- Rental Arrears: up to four weeks rent to prevent eviction

• Bond Plus - a product that supports tenants facing significant financial hardship.
It is expected to grow from approximately 2000 to 6000 clients over the next 10
years. It supports tenants facing significant barriers to securing a tenancy in the
private market by providing a financial guarantee to landlords/agents of up to
$1,500 for tenant damage and or unpaid rent over and above the rental bond.
Currently of all guarantees provided only 1% are claimed.

16 ● Future Directions for Social Housing in NSW

2.4 Affordable rental housing as a stepping stone
Affordable rental housing improves the effectiveness of the social housing system.
In this context, affordable housing refers to housing that is provided at a discount
to market rent, for example, 80% of market rent. These properties are likely to have
been developed with assistance and planning incentives from the NSW and/or
Commonwealth Governments, or cross subsidy from the sale of private dwellings.
Affordable housing may be owned by private developers, private organisations, local
governments or community housing providers but is usually managed by not-for-profit
community housing providers.
Affordable housing is an ideal stepping stone for people in social housing who, with the
right support, may have the capacity to enter the private rental market. It is targeted at
low income households but is managed more like a private rental property. Importantly,
it is also open to a broader range of incomes than social housing, so households can
earn higher levels of income and still be eligible. In this situation affordable housing can
act as a diversion from social housing, by accommodating people in housing stress
who would otherwise seek social housing assistance.
Affordable housing will be a feature of the Social and Affordable Housing Fund and
Land and Housing Corporation redevelopments.

17 ● Future Directions for Social Housing in NSW

2.5 Collaboration and accountability
Across different government agencies, we support many of the same clients.
For many of the actions outlined in this strategy cross-agency ‘joined up’ services
that focus on the social wellbeing of social housing clients are critical.

Areas for whole-of-government collaboration include:

• Commissioning a joint research project to determine
NSW
the extent that living in social housing explains under
Department performance, beyond that which is explained by
of Education socio economic status

• Increasing promotion of free TAFE scholarships to people

under the age of 30 in social housing. There are 50 000
NSW
scholarships available each year for 4 years
Department
• Working jointly to identify Crown Land which may be
of Industry
suitable for current or future social housing needs in the
State Land Stocktake (under the Crown Lands Review)

• Delivering a Home Visiting for Mothers and Babies program

in social housing areas
• Improving alignment between social housing and mental
health systems at a local level
• Collaborating with non-government providers of psycho-
social supports to assist in the successful relocation of
long-term mental health patients who have been living
in institutionalised settings, and are eligible for social or
affordable housing
• Working together on the Housing and Accommodation
Support Initiative (HASI) to target support to vulnerable
people and improve housing and mental health outcomes
NSW Health
• Partnering on identified safety projects that have a domestic
or family violence focus
• Improving and expanding private rental assistance products
to support people to access and maintain private rental
housing
• Delivering trauma informed training to deal with clients
fleeing domestic and family violence as well mental health
first aid training for social housing staff
• Collaborating on the provision of drug and alcohol treatment
for social housing tenants, particularly for young people
• Co-locating, where possible, mental health teams within
FACS districts

18 ● Future Directions for Social Housing in NSW

 • Working with the Land and Housing Corporation to
determine appropriate planning mechanisms to assist the
Department acceleration of redevelopment on identified sites
of Planning & • Working with FACS to identify options to work with the
Environment Commonwealth and local governments to increase
affordable housing supply, including using surplus
Commonwealth and local government land

• Exchanging data and evidence, aligning programs and

building on FACS’ officer level linkages with the Crime
Prevention area of Justice
• Justice officers to conduct safety audits in nominated social
housing locations and support FACS’ assessment
Department
of issues and planning
of Justice
• Planning transitions for people coming out of correctional
services into the social housing system
• Strengthening and forming partnerships with police at a
local level to support the development and implementation
of local safety projects

• Strengthening district level partnerships with local councils

to support development and implementation of local safety
Local
projects
Government
• Working with councils to enable redevelopment and
promote affordable housing growth

• Introducing automatic rent deduction, to reduce the risk

of families and children becoming homeless
• Continuing discussions on tax and welfare settings that
Commonwealth demotivate people in social housing to seek educational
Government and employment opportunities
• Delivering of this strategy based on the Commonwealth
maintaining its level of funding for social housing and
homelessness

19 ● Future Directions for Social Housing in NSW

A better social housing experience
A NSW Government priority is to improve service delivery across all of the
public service. NSW’s social housing tenant satisfaction levels, particularly
for public housing tenants, trail those of other jurisdictions. 
The NSW Government will take the following steps to improve client satisfaction
levels in customer service, amenity and safety:
a Increasing customer satisfaction level for the public housing system to 75%
(up from 65%) to be met by 2020, and maintained until 2025
b Creating a housing system that is flexible and responsive to different needs,
ensuring everyone gets a better service at each point in the housing assistance
journey
c Improving effectiveness and efficiency of ongoing maintenance through
implementation of a new maintenance contract.
d Replacing old housing stock and adopting a contemporary approach
to housing design
e Introducing a range of measures to support safe communities and help
tenants to sustain stable tenancies.

20 ● Future Directions for Social Housing in NSW

 Actions

3.1 FACS customer service

Currently, people applying for social housing must visit FACS offices in person and
complete a cumbersome paper-based application.
Over the next year FACS will offer tenants more choice and flexibility in how they
communicate with us. We will provide more opportunity to use technology whilst
retaining the option for face-to-face discussions for those who need this. These
changes will improve access to services for customers, especially in rural areas. In
addition, they will improve staff productivity through better mobility and automation
of high-volume administrative tasks.

More ways to access housing assistance

Easier access to More options for Fostering our customer

housing assistance ‘self service’ service culture

• Phone-based applications • ePay: online tool for • Online customer service

• Online access to housing rent and water account training course for housing
assistance and for inquiries and payments staff, including cultural
updating account • eRepair: online tool for competency training
details tenants to lodge non- • SMS/email options for
• Electronic appointment urgent maintenance customer feedback
system for interviews requests • Outstanding client service
• Customer apps for • Self service kiosks for awards for staff, with client
information and service Rentstart Linkpoint, input
access and other private rental • New short, SMS-based
• Email option for receiving assistance products customer satisfaction survey
information currently sent • Mental health and domestic
by mail and family violence training

Enabled by technology improvements delivered

through the Housing Connect Program

21 ● Future Directions for Social Housing in NSW

3.2 Better maintenance and community amenity
As part of improving the experience of social housing tenants we will improve how
we contract maintenance.
We will:
a Drive better value from the new maintenance contract through an open benchmark
pricing approach which incentivises efficiencies
b Require maintenance contractors to provide employment and engagement
opportunities for tenants
c Implement the $20 million community improvement fund. Local councils, non-profit
groups and private sector organisations have been invited to apply for funding of
up to $50,000 for projects which improve community infrastructure or facilities,
enhance open spaces, improve safety, increase accessibility for older people
or people with disability, or facilitate integration between the social housing and
broader community.
d Strengthen district level partnerships with local councils to support the
development and implementation of local safety projects.

22 ● Future Directions for Social Housing in NSW

3.3 Safe, stable communities
The majority of social housing tenants are good neighbours and law-abiding people.
However, there are a small number of tenants whose antisocial and illegal behaviour
puts the safety of their neighbours at risk and this impacts the broader community.
The new antisocial behaviour policy aims to balance the responsibilities of tenants and
the rights of their neighbours and the broader community, with the need to support
tenants to sustain their tenancies.
Key features of the policy include:
• A ‘one strike’ policy where serious breaches of a tenancy agreement will result in
direct application to the NSW Civil and Administrative Tribunal (NCAT) for termination
of a tenancy
• A ‘three strike’ policy that could result in termination, if three strikes are validly
issued to a tenant within a 12-month period
• Acceptance of Neighbourhood Impact Statements by NCAT to give the community
and neighbours a voice in the Tribunal process.

If antisocial behaviour arises because of mental illness, our first response is to engage
health and social support services to assist the tenant. We are experienced in working
with clients with complex needs and will continue to engage with health and support
services to assist the tenant, wherever possible.
The NSW Government supports sustaining tenancies wherever possible and will:
a Introduce public housing rental bonds for all new tenants through an approach
that mirrors the private market rent bond scheme, reinforcing tenant responsibility
in regard to rent arrears and tenant damage, as well as helping to prepare them
for transition to the private rental market. To commence during the second half of
2016, the bonds will be applied to new leases and will be equivalent to four weeks
market rent, capped at $1,400. Tenants will be able to pay the bond in installments
over two years, which will be administered by the Rental Bond Board
b Work with the Commonwealth and other states and territories to investigate
an automatic rent deduction scheme for new social housing tenants receiving
welfare payments. The aim of the scheme is to increase stability of payments
from social housing tenants, with a view to preventing homelessness as a result
of rental arrears or other housing charges. Under the new system Centrelink will
automatically pay rent and other charges to social housing providers, mirroring the
streamlined and more contemporary rent collection practices in the private sector.

23 ● Future Directions for Social Housing in NSW

3.4 A
 “place-making” approach to building
communities
Approximately 40% (41,000 dwellings) of social housing in NSW are located in
concentrated housing estates. While a range of social housing estates function
relatively well, many estates experience high levels of crime, unemployment,
domestic violence, tenancy management problems, poor educational outcomes
and associated child protection issues. These experiences can be passed on
through multiple generations, reinforcing the cycle of disadvantage.
The NSW Government will introduce Place Plans that will focus on:
• Better access to opportunities such as improved educational outcomes and
pathways to training and jobs. This includes building life skills, resilience and
community engagement to break down stigmas and foster community leadership
• Timely access to effective and coordinated services such as integrated
case management
• Building a stronger and safer community with a positive identity
• Supporting Aboriginal community healing and activities to foster community pride
• Improved physical environment in social housing areas, including infrastructure
and community facilities such as working with council and residents to improve
the appearance of homes, streets, parks and community facilities.
Four districts are currently scoping and investing in place-based projects to
strengthen social housing communities in Kempsey, Griffith, Moree and Eden.
The Place Plans will be rolled out in early 2016.

24 ● Future Directions for Social Housing in NSW

3.5 Regional options
People living in regional areas have different needs to those living in urban areas.
Eighteen out of twenty estates that have been classified as ‘highly disadvantaged’
by the NSW Government are located in regional and remote areas.
To assist with asset decisions, a framework will be developed to focus on:
• Renewing and reconfiguring the regional portfolio
• Expanding the types of houses built, including secondary dwellings and market
testing other cost effective housing delivery options, such as dual occupancy dwelling.

The NSW Government will:

a Implement a program of acquisitions to replace existing dwellings and expand supply
in major regional centres that have good access to services and employment
b Work jointly with NSW Department of Industry to identify Crown Land which may
be suitable for current or future social housing needs particularly in rural and
regional areas in the State Land Stocktake (under the Crown Lands Review)
c Investigate options for the use of shared equity loans*, with a focus on regional areas.

*Shared equity loans

Shared equity loans may be an effective tool to increase home ownership in regional areas where
commercial lenders are unwilling to take on the full mortgage risk, particularly in areas with poor
prospects for long term capital growth and relatively low wages.
Shared equity loans offered by the Western Australian Government to Aboriginal households in
remote areas, linked with other supports such as education in financial literacy and mentoring,
have been used.
Programs using a combination of shared equity mortgage products alongside a strengths-based
approach to support families into home ownership could work well in NSW regional areas where
people face similar challenges. This sort of program could provide a realistic transition path to
independence.

Future Directions
These whole of government reforms provide initiatives and stepping stones to transform
the current social housing system.
This is an exciting time for social housing in NSW,
with opportunities for partnerships and innovation to create a system that will be nimble
and responsive, where we test, evaluate and adapt to continuously improve.  This is
a ten year plan, but it is just the beginning.
These reforms will help break the cycle of
disadvantage by reducing homelessness; providing more housing and support for those
needing social housing and providing more support and incentive to help people divert
from or successfully transition out of the social housing system.
To learn more and keep up to date with the future of social housing in NSW, visit
www.socialhousing.nsw.gov.au.

25 ● Future Directions for Social Housing in NSW

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