27 Jun 2011: Canberra’s needy denied priority housing
Canberra’s needy denied priority housing
Many ACT residents in need of priority public housing are missing out due to procedural shortcomings within Housing ACT (now part of the new Community Services Directorate), according to ACT Ombudsman Allan Asher.
Mr Asher today released a report that is illustrative of dozens of similar Housing ACT-related complaints investigated by his office over recent years, noting that while the agency had acknowledged many of his findings with respect to individual cases, it had yet to address the root causes of problems.
‘It is reassuring that the department has acknowledged some of its procedural problems,’ Mr Asher said. ‘However, cases continue to emerge, and we have yet to see much progress towards improvement.
‘This is particularly concerning because the people affected are often among the most vulnerable in the community, including those experiencing homelessness, distress and anxiety, or who have limited levels of education or literacy.
‘ACT Government agencies dealing with disadvantaged people need to take care to ensure all clients are dealt with fairly, equitably and promptly.’
Mr Asher’s report examines the case of Ms A, an applicant for priority housing who did not receive the assistance she could reasonably have expected from Housing ACT. A single mother of three children, one of whom had health problems, Ms A was in urgent need of housing and, in the Ombudsman’s view, met the criteria to be given priority.
On several occasions in late 2009 Ms A provided evidence that her situation was serious and deteriorating, but Housing ACT failed to adequately progress her application for priority accommodation. Ms A was given no information regarding the right to have her case formally reviewed and, because of the scarcity of public housing, her family stood virtually no chance of being housed in the near future without priority status.
‘That demand for public housing greatly outstrips supply is all the more reason to ensure that those people who most need it appear at the top of any waiting list,’ Mr Asher said.
Housing ACT has agreed, or agreed in principle, with three of the Ombudsman’s four recommendations, which include that the agency should clearly explain its application procedures and provide assistance where necessary; and review both its policy for triaging applications and the way it re-assesses applications.
Ms A was eventually housed following intervention by the Ombudsman.
Mr Asher said he was concerned that ACT residents were not being given access to fair, just and transparent Government services and called upon agencies to use the free advice gained via complaints to make improvements. He invited anyone experiencing problems with ACT Government agencies to call his office on 1300 362 072.
Download the report: Housing ACT: Assessment of an application for priority housing, June 2011 — Report no. 01|2011
Media contact: Fiona Skivington 0423 845 160