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Social housing

Social housing is long-term rental housing for people on very low to moderate incomes that may be experiencing ‘rental stress’ in the private market. It can be provided by community housing organisations like Hume, the state government or by Aboriginal housing organisations.

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Affordable housing

Affordable housing exists to provide secure and reasonably priced rental options for individuals and families who are earning low to moderate incomes. It helps bridge the gap for those who find private rental housing too expensive but don’t qualify for social housing.

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Crisis housing

If you are facing a housing crisis in New South Wales, there are emergency accommodation options available to support you. These temporary housing solutions provide short-term relief, helping you secure a safe place to stay while you work on longer-term housing plans.

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Disability housing

Specialist Disability Accommodation (SDA) in New South Wales is housing designed specifically for individuals with significant functional impairments or high support needs. It is funded under the National Disability Insurance Scheme (NDIS) and provides options that allow tenants to live more independently while receiving the necessary supports.

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Transitional Housing

Hume Housing offers transitional housing programs designed to assist individuals and families experiencing homelessness or at risk of becoming homeless. These programs provide short-term accommodation and support services to help participants transition into stable, long-term housing.

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Am I eligible?

To qualify for social housing, you must meet the eligibility requirements set by the NSW Government. Read more about criteria, how to apply and other details here.

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Am I eligible?

To qualify for affordable housing, you must meet the eligibility requirements set by the NSW Government. Read more about criteria, how to apply and other details here.

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Am I eligible?

To learn more about your options and how to access crisis accommodation, please contact us - we're here to help you during difficult times and ensure you have the support you need.

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Am I eligible?

Eligibility requirements are determined through the NDIS.

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Am I eligible?

To qualify for Transitional Housing you must be experiencing homelessness or are at risk of homelessness. You must also have a Commitment to Finding Long-Term Housing. Read more about the criteria and how to apply here.

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My home

Find everything you need to manage your tenancy at Hume, including how to report a repair, make a payment, submit a complaint, and learn about rent, water charges, and other support services. Click on the quick links for more information.

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Quick links

Request a repair

Our goal is to ensure transparency and help you better understand your rent and water payments, so you feel confident and supported in your tenancy.

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Support service finder

Helps connect you with local services and resources tailored to your specific needs, making it easier to access the support you require.

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Have your circumstances changed? It’s important you let us know. Visit the Change of circumstances page for more information.

Building an inclusive and sustainable future together

Hume’s mission is to actively create and support sustainable and inclusive communities that thrive.

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At a glance

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~5000

total properties

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$100m+

in property development pipeline

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30+ years

What we do

At Hume Community Housing, we don’t just build homes—we create thriving, sustainable communities.

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About us

Find a home

My home

Our communities

Development
& growth

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Compliments, complaints and appeals

At Hume Housing, your feedback is essential in helping us improve

We encourage you to share your experiences with us, whether through compliments, complaints, or appeals. Your feedback is invaluable in helping us improve and serve you better.

We truly appreciate the time you take to get involved and express your thoughts. Your voice matters, and by sharing your experiences, you’re helping us grow and enhance our services for everyone.

What sort of feedback do we receive?

Complaints
Let us know if something isn’t working or could be better.

Appeals
Share concerns about decisions we’ve made and request a review.

Compliments
Celebrate our team or programs when they’ve made a positive impact.

How do I submit a complaint?

You can submit a complaint or appeal:

If you need assistance, you can contact the Translating and Interpreting Service (TIS) on 131 450, who can call Hume on 1800 004 300 to register your feedback and provide you with a reference number

Frequently asked questions

What is the difference between a complaint and an appeal?

At Hume we we define the different categories of feedback, including Complaints and Appeals, to ensure that we address each concern appropriately and promptly.

You might make a complaint if:

  • We missed important factors in a decision.
  • A Hume employee’s actions didn’t meet your expectations or our obligations.
  • There were delays in responding to your enquiry or request.
  • A service wasn’t provided properly or at all.
  • We didn’t meet our legal responsibilities.
  • You feel we acted unfairly, biased, or discriminatory.
  • The service provided didn’t meet reasonable standards.
  • We did something you didn’t want.
  • We handled our duties poorly

An appeal is a request to review a decision made by Hume. You can appeal decisions about:

  • Succession of tenancy
  • Modification or alteration requests
  • Eligibility for social or affordable housing
  • Priority or emergency housing approvals
  • Private Rental Subsidy Assistance
  • Transfer applications
  • Rental subsidy calculations
  • Offers of accommodation
  • Absence from dwelling
  • Tenant Charges
  • Former Tenant Categorisation
  • Water Charges

Who can make a complaint?

Complainants may include:

  • Customers
  • Family or friends
  • Community members
  • Hume employees
  • Legal representatives
  • Local Members of Parliament
  • Ministers
  • The Registrar of Community Housing
  • NSW Ombudsman
  • NDIS Quality and Safeguards Commission

What is the timeframe for resolving complaints or appeals?

We will acknowledge your complaint or appeal within two working days of receiving it. Our goal is to resolve it within 20 working days, though it may take longer depending on the issue.

You will be given a reference number so you can track the progress of your complaint or appeal. For more details on complaints, appeals, and your rights as a customer, please refer to our Compliments, Complaints, and Appeals Policy.

Can I get help with my appeal or complaint outside of Hume Housing?

The NSW Tenants’ Advice and Advocacy Service is here to help you understand your rights and responsibilities as a tenant. For more information, please visit Tenants Union NSW

Not satisfied with the outcome?

If you’re unhappy with the result of your appeal, you can file an external appeal with the Housing Appeals Committee (HAC). The HAC is an independent body that handles appeals regarding certain decisions made by Community Housing providers. For more details, visit their website.
For further information, refer to our Compliments, Complaints, and Appeals policy.

When is a complaint not a complaint?

A complaint is not considered a complaint when it is a request for information, general feedback, a suggestion for improvement, or an issue that is immediately addressed and resolved.

At Hume, we sometimes receive reports about behaviour that may violate the Residential Tenancies Act 2010 or be seen as anti-social to individuals or the wider community. These complaints are reviewed and managed according to our Anti-social behaviour Policy and procedure and have different timeframes for contact and resolution.

We assess anti-social behaviour based on the seriousness of the situation.

We’re always here to listen and help you with any concerns you may have. If you’re unsure whether it’s a complaint, feel free to reach out and we’ll guide you through the process.

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You may also be interested in…

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Resources

Hume Housing offers a range of resources to help you manage your tenancy, including fact sheets, policies, and easy-read information.

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Request a repair

Need to report a repair? Contact us as soon as possible. We’ll guide you through the process and arrange for the necessary repairs to be completed.

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My home

aboriginal and torres strait islander flags

Hume Community Housing acknowledges Aboriginal Australians as the original custodians and occupants of this land including the Dharawal, Cabrogal, Gadigal, Wonnarua, Worimi, Awabakal peoples and the Darug Nation whose traditional lands Hume Community Housing operates within. We pay our deep respect to the Elders past and present and acknowledge the long standing relationship that the original custodians continue to have with this country and its peoples.

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We welcome & include LGBTQ+ people. We create positive change in our local community. We celebrate LGBTQ+ diversity.

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