Maintenance manual chapterb 2 vacant unit maintenance · Web viewTenancy management manual. Assessing maintenance works for vacant properties. ... the inspection is conducted within

Maintenance manualChapter 2: Vacant unit maintenance version 1.2

April 2018

Revision history

Version Amended section Effective Details

1.0 November 2017 Incorporation of version control tableAccessible format

1.2 Mandatory works for vacant properties

April 2018 Amended to reflect that gas appliances are serviced as part of mandatory works.

More informationTo find out about housing options visit the Housing website <http://www.housing.vic.gov.au> or contact your local Housing Office <http://www.housing.vic.gov.au/contact-a-housing-office>.

To receive this publication in an accessible format contact Housing Practice Support <[email protected]>.

Authorised and published by the Victorian Government, 1 Treasury Place, Melbourne.

© State of Victoria, Department of Health and Human Services, April 2018.

ISBN: 978-1-76069-101-1(pdf/online/MS word)

Available on the Maintenance manual page on Services Providers website <https://providers.dhhs.vic.gov.au/maintenance-manual>.

Page 2 Maintenance manual chapter 2: Vacant unit maintenance April 2018

https://providers.dhhs.vic.gov.au/maintenance-manual

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Contents

Revision history........................................................................................................................................

Vacant maintenance unit policy..............................................................................................................Introduction.................................................................................................................................................

Assessing maintenance works for vacant properties..................................................................................

ULI Ratings.................................................................................................................................................

Delegations for vacated maintenance.........................................................................................................

Types of vacant unit maintenance..............................................................................................................

Non-standard fixtures and fittings...............................................................................................................

Fittings installed by the previous tenant......................................................................................................

Vacant unit turnaround...............................................................................................................................

Reletting vacant properties.........................................................................................................................

Vacant unit maintenance procedures...................................................................................................Pre-maintenance inspections....................................................................................................................

Special circumstances and vacant unit maintenance...............................................................................

Terminating the account...........................................................................................................................

Allocating the job to the head contractor...................................................................................................

Head contractor requests for time extension............................................................................................

Liquidated damages.................................................................................................................................

Vacant maintenance works are completed...............................................................................................

The property is difficult to relet..................................................................................................................

New housing.............................................................................................................................................

Community-managed properties...............................................................................................................

Appendix 1..............................................................................................................................................Reletting restriction codes.........................................................................................................................

Appendix 2..............................................................................................................................................Maintenance category of work..................................................................................................................

Appendix 3..............................................................................................................................................Handover completion notice.....................................................................................................................

..................................................................................................................................................................

Maintenance manual chapter 2: Vacant unit maintenance April 2018 Page 3

Vacant maintenance unit policy

IntroductionVacant unit maintenance is maintenance or repair works that are completed on vacant properties prior to reletting them to approved applicants from the waiting lists managed by the Department of Human Services (the Department). All vacant unit maintenance works are managed by the local Housing Office.

This chapter covers the policy and procedures for:

• inspecting vacant properties• determining maintenance or repair works for vacant properties• arranging for works to be completed within the required timelines• determining payment for completed works• reletting properties to prospective tenants.

Determining the property is vacantA property becomes vacant when one of the following occurs:

• a tenant or the next of kin of a deceased tenant returns the keys to DHS in accordance with the Residential Tenancies Act 1997 (RTA) (s.228, 241 and 357)

• an Order of Abandonment is granted by the Victorian Civil and Administrative Tribunal (VCAT)• a Warrant of Possession is executed by the police as outlined in the Tenancy management manual.

Assessing maintenance works for vacant properties

Inspecting the property when the tenant vacatesThe Department’s policy is to relet all vacant properties as soon as vacant unit maintenance has been completed, and they are tenantable.

If the tenant provides notice of their intention to vacate a property, arrangements are made to inspect the property to determine the type and extent of vacant unit maintenance required. The tenant is informed that if there are maintenance works required which result from their negligence, they may be required to undertake some or all of the works prior to vacating, or a maintenance claim against the tenant may be made against them if the works are carried out by the Department, see the Property Condition Assessments Chapter for further details.

Where possible, the inspection is conducted within one working day before the tenant is due to vacate or as close to the vacating day as possible. The inspection covers both the internal and external areas of the property.

If the tenant does not provide notice of their intention to vacate the property, the Department inspects the property within two working days from the date that the keys are returned to the Department, or the vacancy date as determined by VCAT.


ULI RatingsThe Department’s Useful Life Indicator (ULI) Rating on a property is a basic indicator of how long the Department intends to keep a Director owned property. The rating reflects the property’s long term viability, given the relevant factors at the time. The local Housing Office and Asset Planners make recommendations to Property Portfolio Branch to change a ULI rating.

In determining the ULI rating on a property, the following factors are considered:

• the current and expected demand for the property• the estimated costs of bringing the property to a state of ‘good repair’• the age of the property, the property type (for example, villa or flat) and property construction (for

example, concrete panel or brick veneer).The ULI ratings are listed below:

ULI Ratings

ULI Rating Property status

0 Has been approved by Property Portfolio Branch for sale or demolition

5 Identified by the regional office for disposal within five years. Only responsive maintenance is carried out.

10 Identified for disposal within 10 years. Limited maintenance is carried out, and for health and safety reasons.

20 To be retained indefinitely and can be upgraded.

The ULI rating on a property is not an absolute measure or a final commitment to take action, and is subject to change.

Delegations for vacated maintenanceDelegated authorities for housing staff at the local Housing Office for vacated unit maintenance are the same as the levels for responsive maintenance.

Refer to the Responsive maintenance chapter of this manual for the authorised delegations.

The Housing Manager (HM)/Housing Services Manager (HSM)/Community Managed Accommodation (COMAC) Manager may impose limits below the delegations in managing their budgets.

Types of vacant unit maintenanceVacant unit maintenance works include:

• mandatory maintenance works that are completed for every vacant unit• additional works that may be required due to fair wear and tear• additional minor works that may be required due to disrepair beyond fair wear and tear.Prior to the commencement of vacant unit maintenance works, urgent repairs may be required on the property, see the Responsive maintenance chapter in this manual. These are necessary to restore it to a make-safe condition. Examples of such works are a gas leak or a broken window.

Mandatory works for vacant propertiesMandatory works are undertaken to ensure the property is in a habitable and safe condition prior to reletting.


The following ‘make-safe’ works are mandatory for vacant public housing properties, and may be completed by the Department as urgent works:

• repin or change cylinder of door lock or replace deadlock to all external doors of the property, if the existing lock is not a standard item

• check electrical installations, including smoke alarms• check gas installations and service gas appliances. • clean kitchen canopy or range hood• clean exhaust fans• secure stove to the floor• check for cracked or damaged asbestos.The head contractor is responsible for determining and coordinating the different types of works required on site, to enable the completion of works by the targeted completion date.

Additional maintenance worksAdditional works may be required in addition to the mandatory works outlined above, to bring the property to an acceptable reletting standard, for example, partial internal painting is necessary where washing of internal paintwork is not sufficient. Investigations are carried out to establish whether or not the previous tenant is responsible for the cost of these works, see the Property Condition Assessments Chapter of this manual.

All works that are assessed as necessary due to health and safety are attended to immediately, for example, floor coverings are extremely worn so that they present a tripping hazard.

Where maintenance is scheduled for future programs, ‘make good’ works may be undertaken on the vacant unit as a short-term measure. For example, where it is identified that a complete internal paint job needs to be scheduled for a future program, arrangements are made for the contractor to wash the walls and ceilings prior to reletting the property.

Programmed worksIf there is no health or safety risk, additional works are identified by the Field Services Officer (FSO) in the local Housing Office and referred to Property Portfolio Branch to be determine if the works are to be completed in the future as part of an on-going program of works.

Examples of works include:

• full internal or external painting• electrical re-wiring• full replacement of floor coverings• major window, fencing and other carpentry works, as outlined in the Responsive Maintenance

Chapter in this manual.

Tenant responsibility maintenance worksThe Department aims to recover costs where repairs to a vacant property are necessary as a result of damage or neglect caused during the previous tenancy.

When the Department carries out repairs for damage to a vacant property that is considered to be the responsibility of the previous tenant, the work is raised as a Maintenance Claim Against the Tenant (MCAT).The tenant may dispute the claim or make arrangements to pay for the damage.


The Department makes application to VCAT to seek an Order for Compensation pursuant to the RTA (s.210) when the contractor has completed repairs to the property and final costs of the repairs have been established.

All vacated maintenance charges are raised by the local Housing Office, and the charges either substantiated or reversed as appropriate, as outlined in the Tenant Property Damage Chapter in this manual.

Non-standard fixtures and fittings

Fittings installed by the previous tenantIn accordance with the RTA, tenants cannot install fixtures, alter or renovate the property without the landlord’s consent.

Approval must be given by the Department prior to the installation or alteration of fixtures or fittings by tenants. Tenants are also required to restore the property to its original condition, or pay to the Director of Housing (the Director) the costs of restoring the property to its original condition before they vacate the property as outlined in the Responsive maintenance chapter of this manual.

During vacant unit inspections, the Department may identify alterations and/or non-standard fixtures and fittings inside or outside the property, which have been left behind by the previous tenant. Non-standard fixtures and fittings are those items that the Director does not generally supply, for example, curtains, light fittings, air conditioners, car ports, etc. See the Housing Standards Policy Manual for more details.

Non-standard fixtures and fittings may be left at the property by the vacating tenant. If the Department agrees to retain them, these items become part of the rented premises and are maintained by the Department.

The new tenant has the option of accepting ownership of any or all of these items as a ‘gift’ from the Director. As the legal owner of the ‘gift’, the tenant is responsible for its installation and maintenance, and may be required to remove them at the end of the tenancy. If the tenant removes them, they are responsible for restoring the property to its previous condition.

Where a decision is made by the Department not to retain non-standard fixtures and fittings and they are removed, the Department may take action to recover the costs to remove such fixtures and fittings and to restore the property to its original condition.

Pools and spas in vacant properties Pools and spas found in vacant properties are removed. See the Housing standards policy manual for more details.

If it can be established that the former tenant installed the pool or spa, all costs associated with removal of the same are charged to the former tenant.

TV antennas in vacant propertiesTV antennas which have been installed by the Department or are part of the property, on multi-storey and high-rise dwellings, or new homes are to remain after the property has been vacated. The Department is responsible for maintaining or replacing the antennas.


Vacant unit turnaround

Timelines for vacant unit maintenance worksThe Director has a contractual arrangement with the head contractor that all vacant unit maintenance is to commence within 24 hours of issuing the job order. The work is to be completed within 14 calendar days where the cost of the works does not exceed $5,000, see the Schedule of Rates (SOR) for details.

The 14-day period commences on the next calendar day after the job is raised and allocated in the Housing Integrated Information Program (HiiP) Repairs system. If the head contractor receives the job on a working day prior to a weekend or public holiday, the 14-calendar day period commences on the first working day after the public holiday or weekend. Where the number of days in the period includes a public holiday, the number of days is extended by the number of public holiday days.

Head contractor time extension requestsWhere vacant maintenance works exceed $5,000 and cannot be completed within the contracted 14-day period, the head contractor may apply in writing for a time extension for a job within 48 hours of receipt of the job order, see the SOR for details.

If the request is approved, the extended days include weekends and public holidays, that is, where the number of days in the extension period includes a public holiday, the number of days is not extended by the number of public holiday days.

Reasons for approving the head contractor’s extension requests on vacant maintenance works include:

• Unfavourable weather• Awaiting approval from a statutory authority, such as a local council• Awaiting To Be Supplied (TBS) items• Urgent works are required prior to vacant works, as outlined in the Responsive Maintenance Chapter.

Liquidated damagesIf the head contractor does not complete a job within the time specified in the SOR contract and in accordance with the contract, the Director applies a charge called liquidated damages on the head contractor.

If the value of the vacant works does not exceed $5,000, the Director applies a charge of $50 per vacant property, per calendar day, when the maintenance works on a vacant unit are not completed within the 14-day timeframe.

Where works exceed $5,000, cannot be completed within 14 days and the head contractor has not requested a time extension or their request has been denied, liquidated damages are applied if the vacant property is returned to the Department after the stipulated deadline.

Reletting vacant properties

Offering properties while maintenance is being completedGenerally, vacant properties are offered within two working days from the date the previous tenant returns the keys or from the date the Department has vacant possession. While maintenance is being carried out on a vacant property, the property is legally in the possession and control of the head contractor for the duration of the works. Prospective tenants are not permitted unsupervised access to the property, as outlined in the Allocations manual and the SOR.


Unless the head contractor has given written approval, prospective tenants must be accompanied by a Housing Services Officer (HSO) to view the property. This protects the prospective tenant, the Director and the head contractor from possible claims against one another, for example, for loss or damage of appliances, tools, injury, etc.


Vacant unit maintenance procedures

Pre-maintenance inspections

Complete the end of tenancy assessmentAfter a property has been vacated, inspect the property within two working days from the date the keys are returned, or when the Department has vacant possession.

Bring a copy of the Tenancy Condition Report (TCR) to the inspection. Reassess the grading of the condition of the property, see Property condition assessments chapter.

As part of the inspection process, take photographs of any damage that may be used later in an MCAT action. Photos must show the date, the address of the property and the room or location in which they were taken. During the inspection, if applicable, identify the works that may be charged to the former tenant, and determine the vacant unit maintenance works that are required. Complete the Vacant Unit Inspection Form.

Create a Moving Out Tenancy Condition Report by updating the ‘Tenancy condition – End of Tenancy’ section of the Tenancy Condition Report screen in HiiP. Once saved, three copies of the Moving Out TCR are generated. Store a scanned copy in HiiP.

If there are abandoned goods in the property, arrange for an inspection by Consumer Affairs Victoria (CAV) prior to a vacant unit inspection.

Special circumstances and vacant unit maintenance

Vacant unit inspections and health and safety conditionsIn accordance with the requirements of the Occupational Health and Safety Act 2004, Housing staff are not required to enter a property for an inspection that is unsafe or a risk to their health. Examples are where a significant amount of rubbish has been left in the property, or the grass is overgrown, or the property is infested with fleas.

In these circumstances, take photographs from outside the property. Raise urgent jobs in HiiP Repairs to cut the grass, remove rubbish and fumigate the property so that a further inspection of the property can be made without any risk to health and safety.

Where it has been determined that the tenant is responsible for the costs of all or some of these works, raise an MCAT where appropriate.

Ascertain the property’s reletting restriction codes prior to raising any vacant unit maintenance works in HiiP Repairs, see Reletting Restriction Codes.

Abandoned properties and goodsIf it is determined that a property has been abandoned and goods have not been left on the property, vacate the property in HiiP and commence the process to carry out vacant unit maintenance.

If there are goods left in an abandoned property, refer to Abandoned properties and goods in the Tenancy Management Manual.


Removal of rubbishInclude the removal and disposal of the rubbish in the job registered in HiiP Repairs for vacant unit maintenance works. Enter details of the quantities of rubbish to be removed in accordance with the SOR.

If it is determined that the tenant is responsible for the cost of removing the rubbish, raise the MCAT as appropriate.

Items ‘gifted’ by the directorWhere the vacating tenant had accepted any amenities or items as a ‘gift’ from the Director when they signed up as tenants, check in HiiP Repairs that the items left behind are the ones which were accepted, see the Allocations manual for more details.

If there are additional items which have not been removed, assess the condition of the items and determine if it is appropriate to ‘gift’ them to the next tenant. If they are not to be ‘gifted’, advise the vacating tenant that the Department intends to remove the items to restore the property to its previous condition. The tenant can make arrangements to pay for the cost of removing the items. Otherwise, an MCAT may be raised to cover the cost.

If any of these items are to be ‘gifted’ to the new tenants, such as non-standard light fittings, ensure that they are secure and in working order. Request an inspection by the Field Services Officer (FSO), if necessary. Record the condition of the items in the Moving In TCR. Refer to the Prior to raising a job order section in the Responsive maintenance chapter of this manual for more information on non-standard fixtures and fittings.

The tenant is deceasedWhere the tenant has died and has no next-of-kin, arrange a date with the appointed Executor of the tenant's estate to conduct the end of tenancy inspection to complete the TCR and return the keys. Refer to Terminating tenancies and deceased estates chapter in the Tenancy Management Manual.

Make the property ‘Vacant Untenantable’ in HiiP and commence the process to carry out vacant unit maintenance.

Squatters in vacant propertiesIf the property is occupied by squatters, do not arrange for vacant unit maintenance to be completed until the occupants have been removed and legal possession of the property has been gained. Refer to Occupants unknown to the department, residents and squatters chapter in the Tenancy Management Manual.

If vacant unit maintenance works have been arranged prior to discovery of squatters in the property, cancel the job in HiiP.

Once the squatters have been removed, inspect the property and arrange for the vacant unit maintenance to be completed. If required, create a job with an urgent status in HiiP Repairs to ensure the property is secured. Assign the appropriate Maintenance category of work to the job so that any damage caused by the squatters is charged to the Department’s insurance budget.

Ascertain the property’s reletting restriction codes prior to raising any vacant unit maintenance works in HiiP Repairs, see Reletting Restriction Codes.

Aboriginal housing Victoria propertiesVacant unit maintenance of Aboriginal Housing Victoria (AHV) residential and community-managed properties is managed by Aboriginal Housing Victoria, 125-127 Scotchmer Street, North Fitzroy. Tel: (03) 9483 2100. Fax: (03) 9482 3964.


The assessment of maintenance requirements for AHV is based on the Department’s standards and the Victorian Aboriginal Rental Housing Program Accommodation Standards.

Terminating the accountTerminate the tenancy to give the property a ‘Vacant Untenantable’ status.

Check the property’s HALP rating to determine the type and extend or vacant or additional maintenance works required.

Ensure that the correct reletting restriction code has been entered against the property (Reletting Restriction Codes). This code describes the reletting status of the property, and the reason for a reletting restriction against it. For example, if the condition of the property requires investigation, request an inspection by the FSO and enter ‘UR’ Under Review code.

Update the code, if necessary, with approval from the Team Manager (TM).

Allocating the job to the head contractorCheck the Job History in HiiP Repairs to ensure that a job has not already been allocated for any of the works identified for the vacant property. Register the job for the vacant works logged in the Vacant Unit Inspection sheet.

Enter the appropriate Maintenance category of work so that vacant unit maintenance works will be charged to the appropriate budget code. Define and allocate the job. Ensure that details of location and quantity are defined in the Job Notes field prior to allocating the job, for example, replace blinds x 3 in lounge, see the Responsive maintenance chapter for more details

Make safe works If ‘make safe’ works are required, create a separate job in HiiP Repairs for these works only, for example, to repair broken windows and doors to ensure the vacant property is secure. Define and allocate the job. Assign the correct Type and Category of Work to the job and priority status, see the Responsive Maintenance Chapter for more details.

Determine if all or some of the urgent works are the responsibility of the previous tenant. Raise a job order each for vacant and MCAT works, where applicable.

Programmed worksProgrammed works are assessed by the FSO in the local Housing Office, which works in conjunction with Property Portfolio Branch to develop and prioritise the annual program for programmed maintenance and upgrades as detailed in the Responsive maintenance chapter.

Appliances that are To Be Supplied (TBS)Appliances covered by a contract with a specific manufacturer are recorded as ‘To Be Supplied’ (TBS) items on the job order.

The Construction Practice Unit, Portfolio Management Group, Property Portfolio Branch is responsible for arranging and managing the contracts. Tel: (03) 9096 2153.

Refer to 3.3.12 of the Responsive maintenance chapter for more information on TBS items.

Recording key movements for vacant unit maintenance as part of the vacant unit maintenance process, record all incoming and outgoing key movements, including swipe cards, in the Key Register in HiiP. Information from the Key Register will also assist in assessing a request by the head contactor for a time extension and with the application of liquidated damages and payment of the invoice.


Prior to issuing a key or swipe card to a contractor to carry out vacant maintenance on a property, complete the ‘Key Reason Out’ section in the Key Register. The ‘Expected Key Returned Date’ should be the target completion date which is 14 calendar days from either the next calendar day after the job has been registered in HiiP Repairs, or the first working day after a public holiday or weekend. Save the details and print a copy of the ‘Generate Key Form’. Provide a signed copy of the Generate Key Form as a receipt to the contractor. Scan the signed form into HiiP.

When the vacant maintenance works are completed and the key (or swipe card) is returned by the contractor, complete the ‘Key Reason In’ section in the Key Register. Save the details and print a copy of the receipt to the contractor.

Where key safes are used, advise the head contractor and place the keys in the key safe.

The ‘Key Returned Date’ field in HiiP Repairs should also be completed as part of the vacant unit maintenance recording process.

Head contractor requests for time extensionThe head contractor may apply for a time extension for a job within 48 hours of receiving the job order where the vacant maintenance works:

• exceed $5,000• cannot be completed within the contracted 14-day period.The head contractor must specify the amount of extra days required at the time of making the request, and provide a reason for the request, for example, TBS items are not available.

If the request is approved, the head contractor is required to enter a new target completion date and time in HiiP Repairs. Update the ‘Expected Key Return Date’ in HiiP to show the revised date.

A job can be put on hold even if the head contractor has had approval for an extension, that is, they are waiting on authority from the Housing Office to proceed. A job should be released from hold by the Housing Office within one working day.

Liquidated damagesThe liquidated damages charge of $50 per vacant property, per calendar day, is applied by the Department’s approving officer, the HSM/TM or Housing Call Centre Business Systems Coordinator, as part of the invoicing process in the Approve Invoice screen in HiiP Repairs. The head contractor may apply for a time extension within 48 hours of receiving the job order, for works exceeding $5,000 and cannot be completed within 14 days.

If the extension of time is approved, update the new target completion date and time in HiiP Repairs, and the ‘Expected Key Return Date’ in the Key Register in HiiP. If the job is completed by the revised completion date, liquidated damages will not be applied to the job, see SOR.

Refer to the Contractor payment chapter in this manual for more information on invoicing and applying liquidated damages.

Vacant maintenance works are completedOnce the head contractor has completed vacant maintenance and returns the keys, conduct a final inspection of the property by close of business the next day to ensure all works have been completed satisfactorily. Prepare a Tenancy Condition Report for the new tenancy in HiiP. Enter the Final Vacant Inspection date and time, and inspection details in HiiP Repairs after the final satisfactory inspection.

If the works have not been completed or do not appear to have been completed adequately in accordance with SOR specifications, issue a site instruction or recall via contractor memo in HiiP Repairs


for the head contractor to rectify/complete the job prior to handback of the property, see the Property condition assessments chapter.

If the contractor is required to return to the property to complete works to the Department’s standards and the property is not returned to within the 14-day period (and no time extension was requested or granted), apply liquidated damages for the extra days required to complete the works.

Where the head contractor does not accept that the works have not been completed to the Department’s standards or the liquidated damages charge, they can appeal the decision via contractor memo. Request a FSO to inspect the works, if required.

Once the works are completed to the Department’s Reletting Standards Policy and contractual requirements, and the keys returned to the Department, enter the Property Handover date and time in HiiP Repairs as the date that the Department accepts the property after the final inspection. Update the property status to ‘Vacant Tenantable’ in HiiP. See the Housing standards policy manual.

The property is difficult to reletIf a property is identified as one that is difficult to relet after the minimum reletting standard works have been completed and it has had multiple refused offers recorded against it, additional works may be required on the property. Additional works generally refer to works that might have been completed or are included in programmed works, see the Housing standards policy manual.

When making an assessment about whether to recommend additional works be completed, the following is taken into consideration

• the fittings are approaching the end of their expected life span, for example, the expected life span of the carpet in the property is ten years, and the carpet was laid eight years ago

• the works will be undertaken as programmed works, for example, external painting• previous works appear to be of a poor standard, for example, the internal walls of the property were

painted two years ago and the paint is already peeling.Request a FSO to inspect the property and to complete a Property Condition Report (PCR). The condition of the property is recorded in the report, such as its age, type of housing or location, details of the additional works required and the estimated cost of the maintenance works.

Property Portfolio Branch works with the local Housing Office to assess whether the property should be upgraded, sold, redeveloped or demolished.

New housing

Spot purchase propertiesThe Property Purchase and Sales Unit, Property Portfolio Branch is responsible for purchasing and acquiring properties for public rental housing. These properties are referred to as ‘spot purchase’ properties.

Once a property has been identified by Property Portfolio Branch as potentially suitable for rental housing, it is inspected by a FSO from the local Housing Office or the Community Managed Accommodation Unit (COMAC) to ensure it is structurally sound.

If the property meets the Department’s standards, Property Purchase and Sales arranges for the property to be purchased and registered in HiiP. The property is given the status ‘Vacant Untenantable’.

Property Purchase and Sales arranges with the FSO approximately three working days from the date of settlement to complete a final inspection and if appropriate, provide the keys and the handover notice to the local Housing Office. Local housing or community managed agency staff undertake vacant unit maintenance and other required works in accordance with the Department’s Reletting Standards, and


completes the Moving in TCR prior to updating the property status to ‘Vacant Tenantable’, see the Housing standards policy manual for more details.

Scan and store all copies of documents in HiiP.

DHHS Reletting Standards Policy applies regarding the securing of vacant properties.

Constructed propertiesProperty Portfolio Branch also purchases land for the construction of new properties for public and community housing. The project manager, Property Delivery is responsible for arranging and supervising the construction of the properties, in accordance with the Department’s Construction Standards.

When the properties are 75per cent complete, the project manager notifies the HSM at the local Housing Office via HiiP, and issues a 75per cent Completion Notice to the local Housing Office. These properties have the status ’Vacant Untenantable’. They can be offered to an eligible client on the waiting list.

At the pre-handover stage approximately two weeks from completion, the project manager arranges with the FSO to inspect the property. If the property does not meet the Department’s standards, the project manager refers the matter to the building contractor for them to complete or rectify the works, see the Responsive maintenance chapter of this manual for more details.

When the Certificate of Occupancy is obtained and the utilities connected, Property Delivery arranges for the responsibility for the properties in HiiP to be transferred to the local Housing Office following the issue of the Handover completion notice. The status of the property is changed to ’Vacant Tenantable’ in HiiP.

The date the notice is signed becomes the handover date on HiiP. The Property Delivery project manager supplies keys to the FSO. At this stage, the property can be let before other works are completed, for example, minor landscaping.

If maintenance is required after a tenancy has commenced, the project manager should be provided with a detailed description of the amenity and works required.

Community-managed propertiesCommunity Managed Accommodation (COMAC), Property Management Group, Property Portfolio Branch, is responsible for the maintenance of community managed properties.

Requests for vacant unit maintenance from the community management agency are sent to COMAC for action.

Tel: 1800 672 447

Email: [email protected]

All responsive maintenance requests from tenants are to be made to the Housing Call Centre Tel: 131 172 or email Call Centre <[email protected]>

Refer to Maintenance of community managed properties in the Responsive Maintenance Chapter of this manual for more information on community managed properties.


mailto:Call%20Centre

mailto:[email protected]

Appendix 1Reletting restriction codes

Reletting restriction code Description

EW Extensive works

SAD Awaiting statutory authority

UR Under review

HTL Hard to let

MRO Multiple refused offers

NEA No eligible applicants

RAM Refer Assets Management

AC Awaiting bedsit conversion

AD Awaiting demolition

AR Awaiting redevelopment

AS Awaiting sale of property on the market

ATS Awaiting sale of property to the tenant

GU General update

LHB Lease handback

HI Handover incomplete

DS Disposal strategy

DSR Disposal strategy relocation

VEMP The Victorian Emergency Management Procedures enacted after a major disaster


Appendix 2Maintenance category of work

HiiP code HiiP category of work

ABNDAPROBSMHBSMLBSMMBSPTCFHZCLEACLGDDMODGARDINSRINWKMCAPMCDWMDEMMSRANRBRNSIMPBAYPRHRPROGRELDRESPRMGCSDSESHOSSPOTSPUSSPUPVACUVALDVANDFRMTCDMG

Abandoned GoodsAsset ProtectionBuilding Service Maintenance - HeatingBuilding Service Maintenance - Laundry Building Service Maintenance – MiscellaneousPublic Lighting and Telephone EquipmentClearing Fire HazardsCleaningCleaning and GardeningDisability ModificationsGarden MaintenanceInsuranceInvoiceable WorksMinor Capital WorksMinor Capital Discretionary WorksMinor DemolitionsMiscellaneous Charges Rental Account (Fire Extinguisher)Neighbourhood Renewal – Barwon RegionNon-stock Improvement - Miscellaneous ExpensesOperating Costs - Parking BaysProgrammed Maintenance – High RiseProgrammed MaintenanceLiquidated Damages ReimbursementResponsive MaintenanceResponsive Maintenance – Gas CrisisStock Improvement Scheme – Direct Selling ExpensesSHOS ConversionsSpot Purchase Upgrade - RGSSpot Purchase Upgrade – Supported SinglesSpot Purchase – Psychiatric and Aged CareVacant Units MaintenanceLiquidated Damages ApplicationVandalismFire Risk Management - CRUClient Damage - CRU


Appendix 3


Handover completion notice


Maintenance manual chapterb 2 vacant unit maintenance · Web viewTenancy management manual. Assessing maintenance works for vacant properties. ... the inspection is conducted within

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