Housing LtdCORNERS ONE

TENANT HANDBOOK

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WELCOME

The following information will help you to understand everything you need to know about renting your home from Cornerstone Housing

185 Portrush Road Maylands | PO Box 100 MARDEN SA, 5070

General Enquiries 08 8165 5300 admin@cornerstonehousing.com.auHousing Services housing@cornerstonehousing.com.auWater Accounts accounts@cornerstonehousing.com.au

Emergency Maintenance 0413 618 810Fax 08 8332 4900

Website cornerstonehousing.com.au

For all people to know Jesus, and be integrated into the body of Christ through the vehicle of Christian-based housing

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CONTENTSWho We Are 8

Local Support Groups 9

Starting Your Tenancy 10

Sign-In 10

The Lease Agreement 10

Policies 10

Information Brochure 10

Conditions of Tenancy 11

Property Inspection Sheet 11

Insurance 11

Safety and Security 11

Locks 11

Smoke Detectors 11

Safety Advice 11

During Your Tenancy 12

Home Upkeep 12

Water Accounts and Invoices 12

Concessions 12

Water Usage 12

Animals and Pets 13

Lease Extensions 13

Inspections 13

Keys 14

Dealing with Neighbourhood Problems 14

What to Do When Others Stay with You 14

Someone Else Taking Care of Your Property 14

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Termination of Tenancy 14

Your Rights and Responsibilities 15

Peace, Comfort and Privacy 15

Rights of Others 15

Infringements of your Peace, Comfort and Privacy 15

Communication 15

Property Maintenance and Repairs 16

General Principles 16

Landlords 16

Tenants 16

Incorrect or False Information 16

Life Threatening Emergency Repairs 16

Cornerstone Housing Maintenance Priority 17

Damage to Cornerstone Property 17

Common Maintenance 18

Blocked Drains 18

Smoke Detectors 18

Gutters, Downpipes and Stormwater Pipes 18

Earth Leakage Detectors (ELCB or RCD) 18

Picture Hooks 18

Blocked Sink 18

Dripping Taps 18

Finding the Water Supply Tap 18

Pest Control 19

Heating and Air-conditioning 19

Owned by Cornerstone Housing 19

Owned by Tenant 19

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Mould Prevention 20

What Causes Mould? 20

Ways to Reduce Mould Growth 20

Mould Removal 20

Property Alterations 21

Internal and External Alterations and Additions 21

Contractors in Your Home 21

Making Appointments 21

Contractor Behaviour 21

Assisting Contractors 21

Your Rent 22

How is Rent Calculated? 22

Community Housing 22

NBESP Housing (Supported Accommodation) 22

How should Rent be Paid? 22

Changes of Circumstance 22

Rent Reviews 22

Your Privacy 23

Privacy Policy Statement 23

Statement 23

Information Held by Cornerstone 23

Use of Information 23

Security of Information 23

Complaints About a Breach of Privacy 24

Requests for Access to Personal Information 24

Freedom of Information 24

Standard Collection Notice 24

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Appeals and Grievances 25

Who Can Appeal? 25

How to Make an Application for Appeal 25

Ending Your Tenancy 26

Giving Notice 26

Exiting Your Property 26

Other Useful Information 27

Personal Checklist 27

Exemptions from the Residential Tenancies Act 1995 28

Rent Variation 28

Method of Rent Calculation 28

Subletting 28

Maintenance and Repair 28

Notes 29

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WHO WE ARECornerstone Housing is a not-for-profit, community housing company.

Originally established as an incorporated association in 1996 trading as the Lutheran Community Housing Support Unit, Cornerstone Housing promotes the provision of housing for low to middle income earners, primarily for disadvantaged groups of people such as:

• Single parents and families• The elderly• People with an intellectual or physical disability• Aboriginals and Torres Strait Islanders• Students• Refugees• Victims of domestic violence

Our main funding body is Renewal SA via the State Government with the titles to our community housing properties in the name of Cornerstone Housing Ltd.

Cornerstone Housing is regulated by the Office of Housing Regulation and the National Regulatory System (NRS).

Our properties are managed internally with support through our Local Support Groups (LSGs).

OUR VISION ISFor all people to know Jesus, and be integrated into the body of Christ through the vehicle of Chris-tian-based community housing

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LOCAL SUPPORT GROUPSLocal Support Groups (LSGs) are made up of local churches and interested members within the area that your house is located. These churches are of all denominations and have a strong mission focus and support for the underprivileged.

LSGs are available to help you in all aspects of your tenancy and life matters. Some services may in-clude:

• Providing useful information and resources• Organising working bees• Organising community outreach days• Providing counselling support where available• Organising social activities• Referring to support agencies

LSGs operate in multiple suburbs around Adelaide and outlying areas.

To be put in touch with an LSG, please contact Cornerstone Housing.

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STARTING YOUR TENANCYSign-InThe Lease AgreementThe lease agreement you signed at the start of your tenancy is a legally binding document governed by the Residential Tenancies Act 1995. If you have any further questions regarding your lease, please contact Cornerstone.

PoliciesCornerstone operates under a set of policies as regulated by the National Regulatory System (NRS) and Renewal SA.

The main policies relevant to your tenancy are:• Bond Management Policy• Domestic Violence & Intervention Order Policy• Rent & Arrears Management Policy• NBESP Rent Policy (NBESP housing only)• Eligibility, Applications & Allocations Policy• Grievance, Complaints, Appeals & Compliments Policy• Occupancy Management Policy• Tenancy Commencement Policy• Security of Tenure Policy• Succession Policy• Tenancy Cessation Policy• Inspection Policy• Bushfire Policy

The current versions of these policies are available at cornerstonehousing.com.au/policy.

Information BrochureDuring your sign-in, you were provided with an ‘Information Brochure’ which summarises the Res-idential Tenancies Act 1995 (but doesn’t replace it). The ‘Information Brochure’ sets out the general rights and obligations of landlords and tenants renting or leasing a residential property in South Australia.

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Conditions of TenancyProperty Inspection SheetAt the beginning of your tenancy, you will be required to complete and sign two copies of a Property Inspection Sheet. This is a prescribed form (required under the law) used to note the condition and cleanliness of your property at the time you move in, and to compare with upon vacating.

Please ensure that this form is completed as accurately as possible and return one of the copies to the Cornerstone office within 14 days of your tenancy start date.

InsuranceCornerstone does not provide insurance for your personal possessions. We recommend you seek advice in taking out a household contents insurance policy to cover your personal belongings against damage or theft.

Safety and SecurityLocksCornerstone will provide and maintain locks and other devices as necessary to ensure that the prem-ises is reasonably secure. Neither Cornerstone or you, the tenant, shall alter, remove, or add any lock or device without the consent of the other party.

Cornerstone does not allow the use of, or provide keyed deadlock mechanisms on its properties due to safety and fire concerns. If a deadlock mechanism is to be used, it must have a hand-turned snib on the inside of the door.

Smoke DetectorsUnder its regular programmed maintenance, Cornerstone will ensure that all hard-wired smoke de-tectors are installed and maintained in all of its properties.Monthly tests should be conducted by the tenants and any faults immediately reported to Corner-stone.

Safety Advice• Do not overload your power outlets• Do not attempt any electrical, plumbing or gas repairs yourself• Do not store any flammable liquids in large quantities in or around your home• Remember to control weed and grass growth to avoid fire hazards• Remember to advise Cornerstone of any fire dangers or other hazards

If you are in doubt about any safety aspects of your home, please contact Cornerstone immediately.

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DURING YOUR TENANCYHome UpkeepIn general, we expect our tenants to:

• Pay for all damage caused by yourself, or visitors to your property.• Report any damage to the property or state of disrepair that arises to Cornerstone.• Eradicate any household pests, (e.g cockroaches, ants, mice etc...) that become evident during

your tenancy.• Keep the property in a reasonable state of cleanliness and safe from fire or other hazards (e.g.

don’t allow rubbish to build-up).

Water Accounts and InvoicesDuring your tenancy you may receive invoices from Cornerstone (e.g. excess water charges).Payment of all invoices must be made by the due date specified on the invoice. If payment of the invoice causes undue hardship, you are encouraged to call Cornerstone before the invoice due date to discuss arranging a payment plan. Unpaid invoices may result in the matter being referred to the South Australian Civil and Administra-tive Tribunal (SACAT).

ConcessionsTenants on a Centrelink benefit may be eligible for water and council concessions. This scheme is available to Cornerstone to help keep our operating costs to a minimum.If required, you will need to obtain these concessions on our behalf, as directed by our Finance de-partment.Your support in this matter is greatly appreciated.

Water UsageCornerstone may pass on the charges for water supply and/or usage as specified in your tenancy agreement.Where there is only one meter for a group of properties, the water use will be divided evenly between all tenants of the group.

Cornerstone will send you an invoice for water supply or usage, usually every 3 months, with a copy of the original SA Water account.At the end of your tenancy, Cornerstone will arrange to read the water meter in order to calculate the final water charge.

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Animals and PetsCornerstone operates with a no pet policy.As the Landlord, Cornerstone reserves the right to adopt this policy, however, we understand that in certain circumstances pets can be valuable companions and create a secure environment.In these situations Cornerstone will allow applicants/tenants to apply to have a pet at their property.The decision to allow pets will be based on the location of the property, property size, and property type, and will be at the sole discretion of Cornerstone.

Lease ExtensionsWhen your tenancy agreement is due to expire, instead of completing a new lease, you may be provided with a ‘Lease Extension’. The lease extension simply extends the term of the initial tenancy agreement.It is important to always return the lease extension document by the return date.

InspectionsDuring your tenancy, you will have property inspections. Some of the things we look at include:

Inside• General cleanliness of the property (e.g. no build-up of rubbish)• Stove/oven/rangehood• Stainless steel surfaces (e.g. sink)• Exhaust/Ceiling fans• Presence of mould• Vents• Windows, window sills and tracks• Door/window screens• Cupboard doors• Marks on walls, doors, around light switches• Dust and cobwebs• Light fittings (if possible/applicable)• All floors and skirtings• Shower, shower screens• Toilets• Mirrors

Outside• Driveways, sheds, carports and all concrete areas• Gutters (if possible/applicable)• Lawns and gardens

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KeysIf you accidentally lock yourself out of your house or lose your keys, it is your responsibility to either pay for a locksmith to assist you to regain entry, or arrange to collect and return spare keys from the Cornerstone office.Please note a refundable key deposit of $20.00 is required to check out keys.

Dealing with Neighbourhood ProblemsOccasionally problems can arise within your street or neighbourhood. Often these problems are small, and can be addressed by talking to the other parties involved. If you want help, the Community Mediation Service, or where available, the LSG can help.If your neighbours cause persistent and continuing problems with loud unruly behaviour or domestic disputes, you should contact the Police.If the continuing issues are with another Cornerstone tenant, you should put your complaint in writ-ing addressed to the Cornerstone Housing Services department. From there, Cornerstone will work to their Grievance, Complaints, Appeals & Compliments Policy.

What to Do When Others Stay with YouIf friends or family are planning to visit and stay with you for a period of more than 6 weeks, you must first seek approval from Cornerstone. If approved, your rent will be reviewed taking into account your revised household income in line with the Renewal SA Rent Policy. Periods of less than 6 weeks do not need approval.

Someone Else Taking Care of Your PropertyIf you are planning to be away for a period longer than 2 weeks, you should let Cornerstone know. You should also arrange for a trusted friend or neighbour to check your property and collect your mail. You must, of course, keep your rent up to date (i.e. 2 weeks in advance at all times) while you are away.

If you are planning to be away for a period longer than 4 weeks, written advice and approval must be obtained from Cornerstone.If you would like to arrange for a friend of family member to act as a caretaker in your home while you are away, please discuss with Cornerstone prior to your departure.

Termination of TenancyIf you breach your Tenancy Agreement, you will be notified in writing of the breach. For minor breaches, Cornerstone will work with you to remedy the breach and termination proceedings will only begin if an agreement cannot be reached.

Cornerstone will respect the principles of natural justice for tenants (e.g. access to information, giv-ing reasons for decisions, internal and external review of decisions, and privacy) and will treat tenants fairly, efficiently, and with respect. For more information about termination of tenancies, please visit cornerstonehousing.com.au/policy.

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YOUR RIGHTS AND RESPONSIBILITIESPeace, Comfort and PrivacyEveryone is entitled to pursue his or her own lifestyle without interference, please however remember to be considerate of your neighbours.

Be mindful when using stereo equipment, televisions, radios, musical instruments, as well as when your guests depart at late hours.

You must make sure that you, your family, and visitors do not interfere with the peace, comfort and privacy of those around you.

Rights of OthersIf you interfere with the rights of other people in the peaceful enjoyment of their lifestyle, you are breaching the conditions of your tenancy; this could lead to termination proceedings.

Under Section 90 of the Residential Tenancies Act any interested person (including neighbours) may make an application to SACAT for the termination of another's tenancy.

Infringements of your Peace, Comfort and PrivacyIf your peace, comfort, or privacy is infringed or you become involved in a dispute with your neigh-bour, you may obtain the assistance of Cornerstone, or another Tenancy Advocate Services (such as TIAS).

CommunicationMany issues that arise during a tenancy can usually be resolved with proper communication and transparency between the parties involved.

If you have any issues or queries regarding any part of your tenancy, we encourage you to contact Cornerstone as soon as possible.

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PROPERTY MAINTENANCE AND REPAIRSGeneral PrinciplesUnder the Residential Tenancies Act 1995, landlords and tenants share the responsibility for maintain-ing the condition of the rented premises.

LandlordsLandlords have an obligation to ensure that the premises and ancillary property are in a reasonable state of repair at the beginning of the tenancy and to keep them in a reasonable state of repair hav-ing regard to their age, character and prospective life.

TenantsTenants have an obligation to keep the premises and ancillary property in a reasonable state of clean-liness and must not intentionally or negligently cause or permit damage to the premises or ancillary property. At the end of the tenancy the tenant must leave the premises in a reasonable condition, and in a reasonable state of cleanliness, taking into consideration any reasonable wear and tear that has occured since the tenant took possession of the premises.Tenants should notify Cornerstone of any maintenance and general repairs needed. The work may be assigned to a contractor to investigate, repair, or replace as the circumstances require.

Incorrect or False InformationIf a tenant provides incorrect information regarding the nature of maintenance work and contractors are sent to the property needlessly, the tenant may be liable to pay all or part of the cost incurred in the call-out of the contractor.If a contractor makes an appointment with a tenant to attend the property and the tenant doesn't keep the appointment or fails to make other arrangements, the tenant may be liable to pay all or part of the cost incurred in the call-out of the contractor.

Life Threatening Emergency RepairsAny emergency repair that threatens your safety requires immediate attention of a specialised service or organisation trained to respond to the event.The table below outlines the most common examples - tenants outside the metropolitan area should check what their local contact numbers are for life threatening emergency repairs.

Event Contact Company Phone NumberEmergency Electricity Supply Faults SA Power Networks 13 13 66Gas - Mains Leak Gas Emergency Line 1800 808 526Burst Water Mains SA Water 1300 883 121Serious Storm Damage State Emergency Service 13 25 00Fire MFS or CFS 000

Emergency water, gas or electrical problems are those that cannot be isolated by turning off the service at it's mains, or it is unsafe to do so

REMEMBER TO CALL FOR EMERGENCY ASSISTANCE BEFORE CALLING CORNERSTONE

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Cornerstone Housing Maintenance PriorityPriority 1 - Critical Maintenance Requests (Action within 4 hours of notification)Critical maintenance repairs are classified as any repair work that is urgent and immediately affects tenants' health, safety, or security.

Examples include:Electrical Faults Fire Damage Burst Water PipesGas Leaks Storm Damage Forced Entry DamageBlocked Sewer Burst Hot Water Service Broken Windows

Priority 2 - Urgent Maintenance Requests (Action within 24 hours of notification)Urgent maintenance requests are classified as any repair work that is urgent but does not immediate-ly affect tenants' health, safety, or security.

Examples include:Leaking Toilet Cistern Stove/Oven Not Working Partially Blocked DrainsFaulty Hot Water Service Dripping Taps Faulty Door Locks

Priority 3 - Non-urgent Maintenance Requests (Action within 14 days or a longer reasonable period)Covers any other work not defined in either priority 1 or 2. If a tenant requests non-emergency main-tenance repairs, tenants are to be contacted and advised of the decision of action with the 14 days.

Examples include:Broken Cupboard Doors Damaged Paint Damaged CarpetDamaged Clothesline Blown Common Lighting Broken Towel Rails

Damage to Cornerstone PropertyAny damage caused by the tenant, or any other person who is on the premises at the invitation or with the consent of the tenant, is the responsibility of the tenant.

Where damage has occurred to the property, or repairs are needed, the tenant must notify Corner-stone so the proper repairs can be organised. If the damages are a result of the tenancy, the tenant may be invoiced the costs associated with the repair.If the tenant has already sought a quote to repair the damage, they must first be approved by Cor-nerstone. Cornerstone reserves the right to obtain 3 quotes for repairs of the damage and use a contractor of their choice.Intentionally or negligently causing or allowing damage to the premises is a breach of your tenancy agreement, and you may be served with a notice to remedy the breach of agreement or vacate the premises.

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Common MaintenanceBlocked DrainsTenants may be charged for clearing blocked drains found to be caused by foreign objects (e.g. toys, sanitary products, food scraps, baby wipes etc...)

Smoke DetectorsSmoke detectors need to be tested once a month. To test the smoke detector, press the test button on the unit for around 5 to 10 seconds until the alarm sounds. If the alarm doesn't sound, please con-tact Cornerstone immediately. If the smoke detector emits a single beep at 1 to 2 minute intervals, it could mean the backup battery may need replacing by Cornerstone.

Gutters, Downpipes and Stormwater PipesIf possible, tenants should attempt to keep the roof, gutters, downpipes, and stormwater drains free from leaves and other debris that might restrict the flow of stormwater from the property. Corner-stone can arrange for gutters to be cleaned at a competitive rate.

Earth Leakage Detectors (ELCB or RCD)Cornerstone properties are fitted with an Earth Leakage Circuit Breaker (ELCB) or Residual Current Device (RCD), located with the circuit breakers or fuses.If the ELCB or RCD trips, it indicates there may be a fault in an electrical appliance or wiring and can be reset by turning it back on.If it fails again, unplug all appliances before attempting to reset the ELCB or RCD again. If it cannot be reset, please report the issue to Cornerstone.

Picture HooksPicture hooks and nails are not permitted without prior approval of Cornerstone. We can advise you of the types of picture hooks that are permitted upon request.

Blocked SinkNever put food scraps or pour fat or oils down the sink. If your sink blocks due to a foreign object, try using a rubber plunger to clear the blockage. If the sink stays blocked call the Cornerstone Housing Services department. If the blockage is found to be a result of the tenancy, then you may be on-charged the costs associated with contracting a plumber.

Dripping TapsThe rubber washers inside the taps act as a seal to stop the water leaking through the tap when closed. Over time these can become worn and need to be replaced. Please let the Cornerstone Hous-ing Services department know if this becomes the case.

Finding the Water Supply TapOur contractors will fix any major plumbing emergencies you may have, however you may need to handle the emergency yourself, for example a burst water pipe, until we can get a contractor out to you.If you live in a standard house, your meter is usually located on the front edge of the property. If you cannot find it, please don't hesitate to contact the Housing Services department. Please bear in mind that sometimes the meter can become overgrown with grass or shrubs. If you live in a flat or block of units, the supply tap is usually found within a common area, or in the bathroom or under the kitchen sink.

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Pest ControlIf you experience any problems with vermin during your tenancy, the following guidelines may help.

PLEASE NOTE THAT CORNERSTONE HOUSING IS NOT LIABLE FOR PEST CON-TROL OR ERADICATION IN ALL SITUATIONS

As a guide, Cornerstone is responsible for the extermination of the following pests if there is an infestation at the start of the tenancy:

• Ants• Bees and Wasps (and during the tenancy if they are present in a wall cavity)• Cockroaches, fleas and spiders• Mice and Rats• Snakes (and during the tenancy only if the landlord breaches the agreement, e.g. by leaving

piles of rubbish in the garden.

The tenant is responsible if the pests listed above become a problem during the tenancy.

The pests listed below are the responsibility of Cornerstone:• White ants• Possums (removal and the sealing of entry points)• Birds (removal and the sealing of entry points)

Heating and Air-conditioningOwned by Cornerstone HousingHeating appliances and air conditioners that belong to Cornerstone Housing may be repaired/re-placed/removed at the decision and expense of Cornerstone Housing unless tenant’s neglect is prov-en, where then the cost may be charged to the tenant. (Please note that Cornerstone Housing is exempt from repairing heaters and air conditioners, under the Residential Tenancies Act)It is the responsibility of the tenant to clean and replace filter pads for any appliances such as air con-ditioners, range hoods, dryers etc. on a regular basis.Under all circumstances it will be at the discretion of Cornerstone Housing as to the servicing, repair, replacement or removal of heating appliances.

Owned by TenantHeating systems and air conditioners owned by tenants are the tenant’s responsibility. Any appliances owned by the tenant must only be serviced or repaired by suitably qualified and licensed tradespersons. Any property and/or appliance owned by a tenant at the end of a tenancy must be removed by a qualified tradesperson approved by Cornerstone Housing or with Cornerstone Housing’s agreement, donated to Cornerstone Housing.Any repair or restoration costs required due to the installation or removal of tenant’s property/appli-ances are the responsibility of the tenant.

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Mould PreventionWhat Causes Mould?Mould can be black, grey, green or white. It often looks like a stain or smudge and may smell musty. Areas prone to mould growth are those where condensation or high humidity are present, such as kitchens or bathrooms, as well as areas with restricted ventilation, such as cupboards.Moulds are present virtually everywhere, indoors and outdoors, and can grow on a range of materi-als, such as:

• Food• Furniture and fabrics• Walls and carpets• Paper and timber• Plumbing• Decaying leaves, damp soil and compost

Ways to Reduce Mould Growth• Ventilate rooms with open windows or doors, or by using extractor fans where available• Wipe away condensation• On cold days, heat rooms with dry heat• Open curtains and blinds during the day• Open windows and doors when possible• Use an exhaust fan or open a window when cooking• Open a window or door, or use an exhaust fan when having a shower, bath, or using a clothes

dryer• Clean and dry surfaces that get wet regularly

Mould RemovalYou can remove mould growth by using products like 'White King', 'Wipe out Mould', 'Domestos', 'Exit Mould' and 'Selleys Rapid Mould'.

PLEASE REMEMBER TO ALWAYS FOLLOW THE MANUFACTURER'S INSTRUC-TIONS REGARDING SAFETY AND PRODUCT USE

Never dry-brush mould as doing so will release a large number of spores into the atmosphere that can induce allergic reations in allergy-sensitive people.

If it is necessary to repaint mould-affected areas, please contact the Cornerstone Housing Services department for advice.

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Property AlterationsInternal and External Alterations and AdditionsAny internal and external alterations or additions must always be approved by Cornerstone.Before Cornerstone is able to approve any alterations or additions to a property, the tenant must pro-vide to Cornerstone, in writing, details of their plans, including quotes, tradesperon's details, council approval letters and approval from service authorities.

Tenants may only proceed when written permission from Cornerstone has been received, along with any guidelines and conditions prescibed. Cornerstone must be notified when work is complete and are not responsible for the maintenance of additions or alterations of the Tenant.

When you leave, you will be asked to make good any changes and repair any damage that the alter-ation or addition caused, or donate the item to Cornerstone with their agreement.

Contractors in Your HomeMaking AppointmentsAny contractors appointed by Cornerstone are required to contact tenants to make a suitable time to attend the property. Only in critical emergency situations are contractors permitted to enter a tenant's property without a tenant's permission.

Contractor BehaviourWhile contractors are in your home they are expected to conduct themselves in a polite and courte-ous manner. They are not permitted to use your phone, power, or toilet without your permission.If you are not happy with the contractor's behaviour or workmanship, contact the Cornerstone Hous-ing Services department as soon as possible.

Assisting ContractorsAny help you can give the contractor, such as moving furniture, keeping children or pets out the way, or turning the water on or off, will make the job easier and faster.

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YOUR RENTHow is Rent Calculated?Community HousingThe rent for community housing is set according to the Renewal SA (our governing body) Rent Policy. It is worked out based on 25% of your assessable income, plus 100% of your Commonwealth Rent Assistance (CRA), minus exemptions. If your rent works out to be higher than the set market rent for the property, you will be charged 'Market Rent'.

NBESP Housing (Supported Accommodation)The rent for NBESP housing is set according to the Cornerstone Housing NBESP Rent Policy. It is worked out based on 25% of your total income, excluding CRA (that you are already getting), plus the full eligible amount of CRA that you will receive. If your rent works out to be higher than the set market rent for the property, you will be charged 'Market Rent'.

All rent calculations are subject to any Government policy changes that may occur in the future.If you are unsure how your rent is calculated, or your housing type isn't one of the above, please refer to your lease agreement.

How should Rent be Paid?Rent must always be two weeks in advance and can be paid using a variety of methods:

• Centrepay• BPay• Direct Debit

We recommend those tenants receiving a Centrelink payment to utilise the free Centrepay service offered by Centrelink. By using Centrepay, you can be sure that your rent will be paid on time and at the correct amount.

Changes of CircumstanceYou must inform Cornerstone if you or any member of your household has an income change of more than $10.00 per week in any given six-month period.You must also inform Cornerstone if your family circumstances change, such as you getting married, or another person entering your tenancy.

Rent ReviewsRent reviews are conducted twice per year; around March and September (once per year for NBESP).Cornerstone will require proof of income of all members of your household at the time of each re-view, or at any other time as requested.If you are a Centrelink recipient, you can sign an authority form allowing Cornerstone to access your income details online, saving you from having to obtain one.Please note that Cornerstone has a contractual obligation with Renewal SA (the funding body), there-fore failure to provide information for rent reviews will result in Market Rent being charged.

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YOUR PRIVACYPrivacy Policy StatementStatementCornerstone Housing Ltd recognises its obligation to comply with the Australian Privacy Principles. Cornerstone Housing acknowledges and is committed to meeting its obligations under those princi-ples to its tenants, clients, staff and contractors. Cornerstone has established and will maintain systems relevant to the collection, use and disclosure, quality, security, accuracy and correction of personal information provided to the organisation in all areas of its operations and practice.

Information Held by Cornerstone Personal information which is held by Cornerstone includes personal and sensitive information about:

• Tenants of Cornerstone and Local Support Groups (LSGs)• Tenants, staff, job applicants, volunteers and contractors.

Personal information may be gathered by way of forms, email, telephone, face to face meetings and interviews.

Use of InformationPersonal information is collected so that:

• Cornerstone and its LSGs may contact you, interact with you, and provide support,• you may contact appropriate administrative sections within Cornerstone (Boards and Commit-

tees); and• Cornerstone can effectively and efficiently administer its human resources i.e. Housing proce-

dures, Maintenance procedures, and Administrative procedures

Security of InformationCornerstone takes all reasonable steps to ensure that personal information is secure. All computers are connected to secure servers, all user accounts are password protected, and personal information is kept in alarmed premises.All tenants, employees and volunteers with access to personal information are trained in the need for and are required to respect the confidentiality of all personal information and the privacy of individu-als.

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Complaints About a Breach of PrivacyComplaints about any breach in maintaining the privacy of an individual should be addressed to the Privacy Officer.

Privacy Officer - CornerstonePO Box 100 MARDEN SA, 5070or, privacy@cornerstonehousing.com.au

The complainant is to be contacted by the Privacy Officer within one (1) business day of the complaint being received.

Upon completion of the investigation, the complainant is to be advised of the results and any correc-tive action to be taken. If the matter cannot be resolved following the investigation, the complainant is to be advised of their rights under the Privacy Act or any relevant code, and a report prepared for the appropriate body.

All complaints are, at all times, to be handled in a respectful manner with due consideration to be given to the rights of the complainant.

In the event that a complainant behaves in a vexatious, unreasonable, or disrespectful manner, the Privacy Officer may, at their discretion, discontinue the investigation, but in such case, they must re-cord their reasons for so doing on the relevant file.

Requests for Access to Personal InformationThe Privacy Act gives you the right to access personal information held about you and you can ask for the information to be corrected if it is inaccurate. More information is set out in the Privacy Policy. Any request for access to personal information should be directed in the first instance to the Privacy Officer of Cornerstone.

Freedom of InformationUnder the Freedom of Information Act 1982, and the Privacy Act 1988, all tenants have a right to see the information about them held by Cornerstone.This enables a tenant to correct any information which may be inaccurate or out of date.The file may not be removed from the Cornerstone office, however may be copied at a cost to you. Please contact the Privacy Officer for advice.

Standard Collection Notice1. Cornerstone collects personal information, including sensitive information, about you before

and during the course of your tenancy.2. We may include your contact details in tenancy lists or other publications where appropriate. If

you do not agree to this you must advise us immediately.3. Some of the information we may collect is to satisfy specific legislation governing or relating

to some practices of Cornerstone and includes information that enables Cornerstone to dis-charge its duty of care.

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APPEALS AND GRIEVANCESShould any tenant or member wish to appeal against a decision made by Cornerstone, they can.For a copy of our Grievance, Complaints, Appeals and Compliments Policy, or for a copy of the appli-cation for appeal, go to cornerstonehousing.com.au/policyIf you are uncertain whether you can appeal, you are encouraged to seek support from your LSG rep-resentative or through an external tenancy support agency.

Who Can Appeal?The appellant (applicant or tenant) can appeal:

• A decision relating to a dispute with another Cornerstone Housing tenant;• A decision relating to a dispute between a tenant and Cornerstone Housing;• A decision of Cornerstone Housing that the tenant believes is unreasonable, oppressive or

unjust.

This may include:• The process used to make the decision;• Whether the decision is consistent with Cornerstone Housing Policy;• Rental applications• Tenancy matters (not including rent arrears)• Home purchase• Priority housing• Disputes between neighbours

This does not include:• Matters concerning an eviction made as part of a Court or SACAT decision• Tenant debts beyond defaulted repayment plan agreements• Government policy• Decisions relating to tenant rent arrears

Only the person who is directly impacted by the original decision may initiate appeal proceedings (with support if necessary), however we recommend that an application for appeal only be lodged after there has been a genuine attempt to resolve the issue through mediation or conciliation.

How to Make an Application for AppealThe application for appeal must be made on the form ‘Application for Appeal’, and sent to: General Manager – Cornerstone Housing PO Box 100 MARDEN SA, 5070 or, appeals@cornerstonehousing.com.au

Appeal forms must be received by Cornerstone Housing within 30 days of the incident, decision, or action, and an appeal may be withdrawn at any time.

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ENDING YOUR TENANCYGiving NoticeTenants housed in Community or supported housing must give 3 weeks written notice to Corner-stone. Your rent will be charged to the last day of the notice period.

Upon receiving your written notice, Cornerstone will be in contact to arrange an outgoing inspection and to finalise your tenancy.

Exiting Your PropertyWhen you vacate the premises, you should leave them in a reasonable condition and in a reasonably clean state.By the date of the Outgoing Inspection, you must:

• Pay your rent until the last day of your tenancy• Remove all personal belongings• Remove all rubbish from inside and outside of the property• Repair any damage caused during the tenancy• Clean the property to a reasonable state• Pay any outstanding water or maintenance invoices• Return the keys to the housing officer conducting the outgoing inspection• Notify Cornerstone of your forwarding address and updated contact details for the release of

your bond

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OTHER USEFUL INFORMATIONPersonal ChecklistRemember to notify all other agencies of your change of address and settle your accounts:

Government agencies• Australia Post (apply to have your mail redirected)• Australian Electoral Commission• ATO (Australian Tax Office, Tax returns)• Centrelink (Senior’s card, veteran’s affairs)• Department of Planning, Transport and Infrastructure (Car registration)• Local library membership• Medicare

Utilities• Electricity account• Home phone• Gas account• Mobile phone• Internet / VoIP• Pay TV

Medical• General practitioner• Dentist• Orthodontist• Chiropractor• Veterinarian• Health insurance (Private)

Other• School / work• Financial (financial advisor, accountant)• Banks, credit cards and credit unions• Insurance (car, house, home and contents)• Subscriptions• Superannuation memberships

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Exemptions from the Residential Tenancies Act 1995Rent VariationUnder Section 55(2)(c)(ii), Cornerstone Housing is able to increase or decrease the rent of tenants on income-based rent in line with the variations in their income by giving at least 14 days’ notice (does not apply to tenants on Market Rent).

Method of Rent CalculationUnder Section 55(2)(c)(iii), where there is a change in the method of calculating the rent, Cornerstone Housing must give the tenant 60 days’ written notice, specifying the date from which the change will become effective. This notice must be at least 6 months from the date of the agreement and at least 6 months from any prior change in the method of calculating rent.

SublettingUnder Section 74(2)(b)(i) A Cornerstone Housing tenant can only sub-let their accommodation with prior agreement of Cornerstone Housing. Cornerstone Housing has absolute discretion to withhold consent.

Maintenance and RepairUnder Section 68(2)(b) of the Residential Tenancies Act 1995, Cornerstone Housing is not required to comply with Section 68(1) of the Act (repair and maintain) in relation to the following items:

• air conditioners• antennas• ceiling fans• washing machines• dishwashers• external blinds• floor coverings• garden sheds• internal blinds and curtains• light fittings• rain water tanks, other than where the tank is the only source of water for the premises• refrigeration units• room heaters• spa bath motors• swimming pools and associated plant or equipment• waste disposal units• water pumps, other than where the water pumped is the only water supplied to the premises• window treatments

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Notes

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Notes

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Parts of this Tenant Handbook are reproduced under the Creative Commons Attribution 3.0 Australia Licence – sa.gov.au

Cornerstone Housing reserves the right to amend or update this document without notice.

The most recent version can be found at cornerstonehousing.com.au/policy