Frequently Asked Questions
These are some of the questions that people often ask Rural Housing Network about our services. If you have other questions, please contact your nearest Rural Housing Network office.
What is social housing?
Social Housing is a generic term for rental housing that is not privately owned. In other words, it is owned and managed by either government (public housing) or by a not for profit organisation, such as Rural Housing Network (community housing).
What is the difference between public housing and community housing?
Public housing is owned and managed by a State Government. In Victoria, public housing is owned and managed by the Department of Human Services (Office of Housing and Community Building). Generally, public housing is targeted at households on low incomes, with rebated rents that keep rents at below 30% of a household's income. Public housing tenants are not eligible for Commonwealth Rent Assistance. Community housing is owned and managed by a not for profit organisation. In Victoria, this is usually a registered Housing Association, such as Rural Housing Network Limited. Rent in community housing is lower than market value, with households paying up to 30% of their income on rent. Tenants in community housing are eligible for Commonwealth Rent Assistance.
You can speak directly with the worker involved or fill out a RHNL feedback form or request to speak to a Manager or put your complaint in writing to the Chief Executive Officer (CEO)
If your complaint or concern is not resolved to your satisfaction, you can contact another service for assistance. Please see our RHNL feedback form for details of services you can contact if you are unhappy with an RHNL decision. Feedback forms are located at the reception area in each of our offices or you can telephone (02)60559000 and request a feedback form to be sent to you.
What should I expect when I come to RHNL?
You can expect to be treated with respect and dignity, to have your privacy and confidentiality maintained, to be given information about all the options available to you and how long you can expect to wait for those options. You can also expect to be given choices about decisions that affect you.
I can’t get to a RHNL office for an appointment, what do I do?
Contact your closest RHNL office and request a telephone appointment. In some cases, it may be possible for us to come to you.
Why do some people get housing or accommodation quickly and others have to wait?
RHNL assesses each person's situation individually. A variety of reasons can impact on why people have to wait.
These include:
No emergency accommodation options have vacancies at that time
The size of the accommodation required. For example a single person or a family with children
Some circumstances such as Family Violence or serious health conditions can make someone a higher priority for accommodation.
I think I need some additional support. What can RHNL do to help me?
RHNL participates in Local Area Service Networks (LASNs) with other services who specialise in working with people who are homeless or at risk of homelessness. Through these partnerships, RHNL can refer you to a support service who can provide you some additional support and assistance. You will always be asked if you would like a referral to another service and a referral will not be made without your consent.
How long should I wait for an appointment?
If you contact an RHNL office and you have nowhere to stay tonight, you will be seen today. That’s our commitment. If you have somewhere to stay temporarily we will make you an appointment within 5 business days.
What happens if I become homeless over a weekend or outside business hours?
f you call an RHNL office outside business hours you will be re-directed to the after hours homelessness service. Alternatively you can contact that service directly on 1800 825 955 after 5pm Monday-Friday or over a weekend. If you call the 1800 number during business hours, you will be connected to your closest RHNL office if you call from within the Hume Region of Victoria.