COMPLIMENTS, FEEDBACK & APPEALS

Southern Cross Housing values and welcomes all types of feedback. Please see below for examples of feedback, and when to use them:

If you would like to submit feedback, continue reading to see how.

For a current Southern Cross Housing tenant, regarding another Southern Cross Housing tenant

Southern Cross Housing’s vision is to provide a home for everyone as a foundation to a fulfilling life, however, we understand sometimes we may not agree with the behaviour of our neighbours. If you find yourself in this situation, SCH encourages everyone to approach their neighbour to raise and resolve their concerns, prior to submitting a grievance. If you’re unable to approach the neighbour or have tried to resolve the issues causing you concern but continue to feel the tenant is in breach of their tenancy agreement, you can contact your Housing Officer to make an official request for assistance to have the dispute investigated. SCH will investigate all complaints against a tenant where there is an alleged breach of the tenancy agreement.

Once both parties are aware of the dispute, SCH may refer you and your neighbour to a mediation service for assistance (if appropriate and both parties agree to attend). If SCH can substantiate that the dispute is a breach of a tenancy agreement, the tenant will be given the opportunity to change their anti-social behaviour or SCH may take the appropriate action against their tenancy.

SCH supports the principles of a culturally and linguistically diverse society and will not tolerate harassment in the form of racism, or homosexual or transgender vilification.

For more information, please read the following policy:

• Neighbour Dispute Policy

For all non-Southern Cross Housing tenants and landlords, regarding a Southern Cross Housing tenant

If you are not a current Southern Cross Housing tenant and are having issues with an individual living in a Southern Cross Housing property, you are encouraged to try and resolve these issues prior to submitting a dispute. If you’re unable to approach the neighbour or have tried to resolve the issues causing you concern but continue to feel the tenant is in breach of their tenancy agreement, you can contact SCH to make an official grievance to have the situation investigated. SCH will investigate all disputes against a tenant where there is an alleged breach of the tenancy agreement.

You can submit a dispute to SCH regarding a neighbour living in a Southern Cross Housing property via one of the following ways:

• online by completing the below Feedback form, or
• by emailing feedback@scch.org.au, or
• by writing to us at P.O. Box 2351 Bomaderry, NSW 2541, or
• in person by visiting one of our offices located in Nowra, Bomaderry, Batemans Bay, Ulladulla, Bega or Cooma to fill out our complaints form with the assistance of a staff member (if required)

If you or someone you care for would like to share their positive experience, SCH would love to hear from you. Your feedback lets us know we are on the right track to being the best we possibly can be. It also provides due recognition to our staff, contractors, and associated service providers. You can lodge a compliment using the Compliments Form, or by either the following;

• online by completing the below Feedback form, or
• by emailing feedback@scch.org.au, or
• by writing to us at P.O. Box 2351 Bomaderry, NSW 2541

We encourage all applicants, tenants, and contractors to submit a complaint if you find yourself dissatisfied with the quality or standard of services Southern Cross Housing has provided to you, or someone you care for.

Click to see our Complaints Fact Sheet.

To do this, please follow the steps listed below:

Step 1 – we encourage you to raise your concerns with a staff member who can help resolve your complaint. If the staff member is unable to assist you, you will be connected with a manager to see if the issues can be resolved prior to submitting an official complaint.
Step 2 – If you are unhappy with the response that you receive from the staff member or manager, you can lodge a complaint in writing using the Southern Cross Housing online Complaints Form, or by either the following;

• online by completing the below Feedback form, or
• by emailing feedback@scch.org.au, or
• by writing to us at P.O. Box 2351 Bomaderry. NSW 2541, or
• in person by visiting one of our offices located in Nowra, Bomaderry, Batemans Bay, Ulladulla, Bega or Cooma to fill out our complaints form with the assistance of a staff member (if required).

SCH will send you an acknowledgement letter within 3 business days of receiving your complaint. All aspects of your complaint will be investigated by the appropriate manager, with an outcome being presented to you no later than 21 days after you submitted your complaint.

Step 3 – If you feel the outcome of your complaint is incorrect, you have the right to appeal the outcome. The appeal assessment is performed by a staff member who is independent of the department mentioned in the initial complaint and will provide an unbiased assessment and outcome to your initial complaint and subsequent appeal.

If you are unsatisfied with the outcome of your complaint, or with a decision made that affects you, you can lodge an appeal to have the decision reassessed:

• online by completing the below Feedback form, or
• by emailing feedback@scch.org.au, or
• by writing to us at P.O. Box 2351 Bomaderry, NSW 2541, or
• in person by visiting one of our offices located in Nowra, Bomaderry, Batemans Bay, Ulladulla, Bega or Cooma to fill out our complaints form with the assistance of a staff member (if required)

All appeals are assessed by an independent staff member who was not involved in the initial outcome or decision. SCH will send you an acknowledgment letter within 2 business days of receiving your appeal request.

Click here to see our Appeals Fact Sheet.