Supporting and Sustaining Tenancies

Learn the tools to assist and empower tenants to feel safe and connected to their home and sustain their tenancy.

Duration

Multiple Days

Location

In-House and Online

How to attend this workshop

In-House Workshop

If you have eight or more people interested in attending this workshop, our in-house training is tailored to your learning needs and offers great value for money.

In-house workshops can be delivered online or face to face!

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Online Public Program

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Self-Paced e-Learning

Complete courses online in your own time by enrolling in the self-paced e-Learning course.

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e-Learning
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Sustaining tenancies is key to ensure tenants stability in their homes and reduces the risk of eviction and return to homelessness.

This program provides tenancy support teams in a community housing setting with the tools to assist and empower tenants to feel safe and connected to their home and sustain their tenancy.

Throughout the 6 modules of learning in this program, we explore the skills required to provide tenants with coaching and support at the relevant touchpoints of their tenancy by considering the core duties and responsibilities of a landlord, the responsibilities of the tenant, industry specific legislation, scenarios and best practice examples.

Core themes throughout the training include:

  • Customer service skills and effective communication techniques
  • Developing and building rapport with tenants
  • Trauma-informed and human rights-based practice
  • Regulatory requirements and overarching legislation
  • Importance of documenting appropriate and relevant case notes
  • Identify and mitigate risks that may arise as part of their role through the learnings from this course

Course Outline

Introduction to Tenancy Support

  • Understand the key roles of the tenancy manager, tenancy support and tenant
  • Explore how trauma-informed and human rights-based approaches underpin effective client engagement
  • Recognise the importance of dignity, safety, and choice in every interaction
  • Information sharing, client privacy and consent
  • Overview of the regulatory bodies and overarching legislation and how they relate to your role

Pre-Tenancy Support

  • Understanding key tenancy documents and how to communicate them (lease agreement, condition reports, bonds)
  • Ensure tenants are empowered to understand their rights and responsibilities
  • Identifying early warning signs or specific support needs to develop appropriate tenancy support plans and referrals at the commencement of their tenancy
  • Developing relationships and building rapport

Understanding Arrears, Rent Changes and Money Conversations

  • Learn the difference between financial exclusion and financial resilience to identify tenants at risk of arrears
  • Explore preventative measures to reduce arrears through proactive, trauma-sensitive engagement
  • Learn how to have money/rent conversations with tenants to understand their abilities regarding rent payments
  • Support tenants to understand rent changes, income reporting and rent requirements in plain language
  • Support tenants with referrals to financial and income-related supports where appropriate
  • Understand arrears and associated actions in accordance with Tribunal and the RTA

Home Visits and Inspections

  • Explain the difference between routine inspections and home visits and your role supporting tenants
  • Understand the legalities and responsibilities of both tenants and landlords
  • Approach conversations about concerns in ways that preserve dignity, privacy and psychological safety
  • Consider personal safety during outreach and practical steps to reduce risk

Tenancy Transitions

  • Recognise the impacts of planned and unplanned tenancy transitions on tenants and their housing stability
  • Recognise and respond to the emotional impact of relocation and change using trauma-informed approaches
  • Support tenants to understand their rights and responsibilities when leaving a property
  • Identify practical ways to assist tenants through referrals and services to minimise costs and disruption

Responding to Complaints

  • Distinguish between tenancy issues and service complaints
  • Understand complaints as expressions of stress, unmet needs or perceived unfairness
  • Apply trauma-informed and respectful communication when responding to complaints or conflict
  • Support tenants to raise concerns or complaints safely and appropriately with tenancy or housing providers
  • Respond professionally when a complaint relates to the support service or support worker, following organisational processes

Course Completion

Upon completion, gain access to online self-study materials to reinforce learning.

Learners will be issued a certificate of completion at the end of the course which will include all modules of training they have undertaken.

Course Delivery

This course can be delivered:

  • Face to face in person
  • On-line via Zoom
  • Bespoke versions can be tailored to specific organisations to incorporate organisations own internal practices and processes

Course Suitability

  • Anyone new to the social housing industry
  • Anyone new to providing tenancy support services
  • Anyone responsible for providing tenancy support services as a refresher of the current processes and best practice

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