Service Residences

The information in the Tenant Handbook (PDF 1.6 MB) will help you with all aspects of your tenancy. It provides advice and information on your responsibilities as a tenant and DHA’s role as a provider of housing and related services.

You are responsible for the opening, closing and payment of any electricity, gas, telephone or internet accounts. DHA will provide a telephone line, however handsets, if not in the property, can be purchased or rented from a telecommunications supplier at your own expense. When connecting these services, you may need to provide a copy of your DHA Residence Agreement (DRA) as confirmation of your new address.

On-base properties may use gas and electricity supplied from the Defence establishment; the billing process for these utilities will be advised by the base. For further information, please contact your local Defence Relocations Housing Manager (DRHM).

If you wish to connect Pay TV at your property, you will need to complete the Application for approval to connect pay television (PDF 576 KB) and submit via an enquiry in Online Services under ‘My Account’.

No. However, when the NBN Connection box is installed (which will be located inside the property), it is important to ensure it is not installed in wet areas, busy areas (where it may be knocked or damaged), hard to reach areas or bedrooms (as the connected modem will emit light).

If you have any questions relating to the installation on your property, please contact DHA by submitting an enquiry via ‘My Account’ in Online Services.

To find out more about the NBN, please visit the NBNCO website.ﾠ

Your ‘domestic circumstances’ are the grounds by which SR benefits and calculations are determined. Any changes need to be notified to DHA to determine your continued eligibility for a housing benefit.

Whilst in receipt of a subsidised housing benefit you are required to advise DHA of any changes to your domestic circumstances as soon as practicably possible after the change has occurred. Supporting documentation may be required and must be submitted promptly after notifying of a change. This will ensure that any assessment of your housing benefit can be completed in a timely manner.

When you or any of your recognised dependants purchase a property, we need to conduct an assessment of the property and review its suitability. This applies regardless of whether you wish to reside in the property or not. 

Housing assistance will be determined against the considerations outlined in PACMAN in line with your current housing benefits. We require a minimum of 28 days’ notice to determine the property’s suitability and any impacts on contributions or allowances.

Contact DHA immediately after signing the contract to purchase the property by logging into Online Services and select ‘My Account’ then ‘My Profile’ to add the details of the Owned Property to your account.

Members must advise DHA before allowing any person other than themselves or their recognised dependants to remain in the SR they occupy for a period beyond 28 days.

In accordance with the DRA, members must not sub-let any portion of the service residence or accept reward from anyone occupying the SR.

Information on rubbish collection in your area will be available through your local council website.

You are responsible for looking after the grounds, lawns and gardens of your property. This includes watering, weeding, fertilising, trimming of shrubs and trees where the cutting point is 2.5m or lower, and the removal of garden waste.

You may not remove, in their entirety, any plants/shrubs or trees without prior approval from DHA, and Local authorities (if required).

DHA do not hold copies of property keys. In the event that you are locked out of the property and require access, it is your responsibility to arrange access via a locksmith.

Note: DHA can arrange a locksmith to attend on your behalf, however you will be charged a tenant charge for the call out and any works completed, including repairs required as a result of gaining access to the property.

Typically, you will be provided with at least seven days notice prior to an inspection but at a minimum, you will be given 72 hours notice.

Periodic inspections

In order to maintain and monitor the quality of housing we provide, we conduct periodic inspections of your property during business hours. We will schedule this inspection and it will be carried out by a Property Manager, should you need to change the date/time of this inspection please contact us on 139 342. The purpose of the inspection is to identify any maintenance requirements and any non-fair wear and tear. Read about how we define non-fair wear and tear and the standards of repair required. We may conduct additional periodic inspections of the property to help maintain the quality of our housing.

Defect and structural inspections

If you are residing in a property which has been recently constructed/upgraded, a defect or structural inspection may be required during your tenancy to identify any defects and facilitate any necessary repairs prior to the expiry of defect or structural warranty period.

Leased property inspections

The owner of a leased property is entitled to reasonable access to inspect their property, or if they are to on-sell or have their property valued. They must first contact us and where possible, we will combine a lessor inspection with a periodic inspection to minimise inconvenience.

Property sales and valuation inspections

We sell some of our properties to private investors. If your residence is to be included in this program, we will notify you and arrange for prospective investors to view the property at a mutually convenient time.

Prospective purchaser inspection

• The prospective purchaser will be accompanied through the property by a contracted Sales Consultant, or Defence Housing Australia staff member, and will remain with the representative at all times.
• No photos will be taken.
• No cupboards, drawers etc. will be opened.
• Please note the Defence Housing Australia representative attending the inspection is a sales representative. If you need to discuss matters about the property, please call us on 139 342.

Prospective purchaser building, pest, bank valuation inspection

• Photos may need to be taken to assist the company with its report.
• Inspections may be required by the purchaser for the purpose of a building, pest, or bank valuations. These will be coordinated with you at a mutually convenient time.
• If you need to discuss matters about the property, please contact Defence Housing Australia on 139 342.

Emergency Maintenance can be reported 24/7 through the Maintenance contact centre on 139 342.

Non urgent maintenance can be reported by submitting a maintenance request in Online Services.

Further information regarding maintenance troubleshooting and emergency maintenance can be found on the DHA website and Online Services. You can check the status and progress of your maintenance requests through Online Services.

• Common maintenance problems
  
• View maintenance responsibilities
  
• Manuals online
  

Emergency maintenance

• Burst water pipes or no water
• Serious flooding
• Sewer blockage
• Complete loss of power
• Electrical faults
• Internal lights and power fittings affected by water
• Gas leaks
• Fire or storm damage
• Loss of all toilet facilities

For emergency maintenance, call the 24/7 phone service on 139 342.
The emergency maintenance service is available for repairs that affect the immediate health, safety or security of you, your family or the property.
If you call for a non-emergency maintenance issue, you will be asked to submit a routine maintenance request in Online Services

What you can expect

• A contracted maintenance provider will respond to your emergency request within four hours.
• The maintenance work will be completed within 24 hours of receiving the request (unless the maintenance work is greater than first anticipated, in which case it may take longer).

Routine maintenance

• Damage
• Defects
• Deterioration

Submit a routine maintenance request in Online Services.

What you can expect

All routine maintenance requests are logged.

• It is our policy to respond to requests within 28 days
• We will notify you of any delays
• You can check the status and progress of your maintenance request through Online Services.

You will be given 14 days from your Welcome Visit, to identify and note on your condition report any additional non-fair wear and tear existing on your occupancy, not already listed. Once completed, please upload the Inspection Condition Report via ‘My Tenancy’ in Online Services. Your Inspection Condition Report can be found in your Online Services under Inspections.

Tenants are responsible for the control/eradication of pest infestations that occur after six weeks from the date of occupation of the property.  The day-to-day control of pests is your responsibility. If you suspect a major infestation or plague movement, please submit an Online Enquiry via ‘My Account’ in Online Services for assistance.

DHA supports Defence members and their families wherever practicable in the operation of a business from home (BFH). Should you wish to operate a business from home, you must first complete a BFH application. Please refer to business from home for information on the application process. 

Before you install an above-ground swimming pool or spa, and any necessary fencing you must obtain written approval from DHA and the local council.

A swimming pool is defined in the Swimming Pools Act 1992 as an excavation, structure or vessel:

1. that is capable of being filled with water to a depth of 300 millimetres or more; and
2. that is solely or principally used, or that is designed, manufactured or adapted to be solely or principally used, for the purpose of swimming, wading, paddling or any other human aquatic activity.

This includes a spa pool, but does not include a spa bath, anything that is situated within a bathroom or anything declared by the regulations not to be a swimming pool for the purpose of this Act.

Local legislation requires pool safety compliance inspections to be conducted once approval and installation has been completed.

There are a number of requirements that need to be met before approval is given to have a swimming pool/spa installed at your SR. If you have not gained the necessary approvals, you are in breach of your DRA and will be asked to immediately reduce the volume of water to less than 300 millimetres depth until such approvals are obtained.

If you have any questions relating to the installation or wish to seek approval please raise an enquiry via Online Services.

To find out more about the your responsibilities during tenancy for maintaining swimming pools, please visit your maintenance responsibilities.

If you are unable to attend a scheduled inspection at your property, you may appoint an agent to attend on your behalf. This could be your partner or another chosen representative.

Please note, your appointed agent cannot attend a welcome visit on your behalf. If you are unable to attend your welcome visit you can:

• Raise an enquiry in your Online Services using the ‘My Account’ link, or
• If your face-to-face welcome visit is within the next 72 hours, you will need to contact us on 139 342.

More information on welcome visits, including self service options can be found under the 'What is a welcome visit' FAQ under the 'Applying for a Service Residence' section above.

What can they do?

Your appointed agent can:

• Accept full responsibility for standard carpet cleaning expenses and any non-fair wear-and-tear items identified
• Accept actual or potential cost details as explained on the signed Inspection Condition Report (ICR)
• Accept all aspects associated with return/acceptance of the property to Defence Housing Australia
• Allow access to the property in the event of an emergency when the tenant is unavailable.

An appointed agent does not have the authority to perform all functions in online services which relate to you as a Defence member unless they have also been appointed as a delegate. If you would like to appoint a delegate to your Online Services account, please see the 'How do I appoint a delegate for Online Services' FAQ in the drop down directly below.

How to appoint an agent

You can appoint an agent through Online Services.

• Go to 'My Account', 'My Profile' and then 'Manage Agents'
• Click ‘Appoint an Agent’
• Follow the prompts to enter the relevant contact details*
• Read and accept the confirmation before selecting ‘Appoint as Agent’
• Once created, it will sit in pending status until the agent responds to the automatic email notification to accept or reject the request.

*Please note, if you are asked to enter a confirmation key, this will be your chosen mix of numbers and letters (e.g., 1234). You will need to provide the confirmation key to your nominated agent for them to use when accepting your request, noting it is case sensitive.

How will I know if it’s been accepted or rejected?

You will get an email notification letting you know if the appointment of agent request was accepted or rejected.

If accepted, the appointed agent will have their own username and password to log in to Online Services.

What can my appointed agent see in Online Services?

The appointed agent will only see the below if they have been added as an attendee to any inspections (future and past inspection dates):

• Tenant 
  
• Inspection Reason
• Inspection Date and Time 
• Property Address
• Completed inspections.

Can I remove an appointed agent?

Yes, you can remove your appointed agent at any time in your Online Services account. In the ‘Manage Agents’ section select the bin icon and follow the prompts.

You can arrange delegate access to your Online Services account for another person. This could be your partner or another chosen representative. A delegate can perform all functions in Online Services which relate to you as a Defence member.

What can they do?

Your delegate will be authorised to perform the following tasks in Online Services on your behalf:

• Current Housing Solution related actions (e.g., view and select available Service Residences)
• Modify postal address and contact details
• Rental Allowance related actions (e.g., Apply for Rental Allowance, complete Rental Allowance Reviews, apply for Rental Allowance Advances)
• Apply for LIA.

Please note, a delegate does not have the authority to attend an inspection on behalf of a Defence member unless they are also appointed as an agent. If you would like to appoint an agent in your Online Services account, refer to the 'How do I appoint an agent to act on my behalf?' FAQ in the drop down directly above.

How to appoint a delegate

You can appoint a delegate through Online Services:

• Go to 'My Account', 'My Profile' and then 'Manage Delegates'
• Follow the prompts to enter the relevant contact details*
• Select ‘Create Delegation’
• Once created, it will sit in pending status until the delegate responds to the automatic email notification to accept or reject the request.

*Please note, if you are asked to enter a confirmation key, this will be your chosen mix of numbers and/or letters (e.g., 1234). You will need to provide the confirmation key to your nominated delegate for them to use when accepting your request, noting it is case sensitive.

Can I remove my appointed delegate?

Yes, you can remove your appointed delegate at any time in your Online Services account. In the ‘Manage Delegates’ section select the bin icon and follow the prompts.

Posting within Australia

Log into Online Services and select the 'Have you been posted?' banner to advise the date you will move out of your current SR. At the same time, you will be able to enter the date you will require a home in the new posting location.

Self-funded move and require DHA to assist with a new housing solution

Submit an enquiry in Online Services under 'my Account' to advise the date you are moving, why you are moving and when you will need your new housing solution.

Self funded move and do not require DHA to provide a new housing solution

If you will not require DHA's assistance to provide another housing solution, complete the Service Residence Clearance form (PDF 108 KB) and submit it in Online Services under 'My Account'. For example, you would complete this form if you are moving to your own home; relocation as a Defence Civilian, you are Foreign Defence Exchange personnel or Philanthropic personnel' or you are going on an overseas posting.

We will cancel your vacate and any inspections that have been booked and you will be able to continue living in your SR.

Once you discharge from the ADF, your eligibility for a housing benefit ends on the date of your discharge. You are required to vacate the SR on or before your discharge date.

You should be given sufficient notice by Defence to arrange housing and a removal prior to your discharge date. As soon as you are aware that a discharge may occur it is best to advise DHA and TOLL so they can advise what your options are.

You can apply to remain in the SR after discharge. Please be aware however that eligibility is not automatic and will need to be approved by DHA. This determination will be based on the SR's available and the incoming members requiring a SR.  If approved, full market rent must be paid in advance and bond may also be payable in advance.

Such requests need to be made by submitting a Tenancy after discharge request form (PDF 490KB) via an enquiry in Online Services at least 28 days prior to the discharge date. 

Upon the discharge of the senior serving member, the SR is transferred to the remaining serving member’s name and it is treated as a new tenancy. Contributions will apply based on the GRE of the remaining member.

To learn more about contributions, visit ADF Pay and Conditions.

When you vacate your Service Residence you must ensure it is cleaned to the required standard as outlined in your DRA and Tenant Handbook (PDF 1.6 MB). A general checklist is provided to you in your Tenant Handbook.   

During your pre vacation inspection your Property Manager will be able to give you more details and answer any questions about cleaning.

The final internal/external clean charge will show as a potential tenant charge until we can determine the final reason for relocation. If you are entitled to a Commonwealth funded removal, Toll will advise us of these details and the charge will be removed when this is confirmed.

If you are relocating at your own expense you may not be entitled to a Defence funded clean. If you have any concerns or questions please discuss with your Property Manager at the time of your Pre-vacation Inspection.

A pre-vacation inspection (PVI) occurs prior to you moving out. Your Regional office will contact you to arrange a suitable time. It is a requirement that the Defence member is present at the PVI. This is so you understand the cleaning requirements for your property and the potential tenant charges.

If you are unable to attend a scheduled inspection at your property, you may appoint someone to attend on your behalf. This person may be your spouse, partner or a representative. Agents can be appointed under 'Your current tenancy details' or 'My Account' in Online Services.

At your PVI, your Property Manager will:

• Discuss your cleaning requirements
  • Before you vacate your property, you must ensure it is cleaned to the required standard. View the Cleaning Checklist (PDF 216 KB).
  • After you move out, carpets will be professionally steam-cleaned and a final cleaning and maintenance check will be carried out. Carpet cleaning charges will be deducted from your Defence salary. For discharging or resigning members, carpet cleaning and non-fair wear-and-tear charges will be deducted from your final discharge pay.
    
    
• Explain the operation of the lock box
  • On the day you move out of your property, you will be asked to place the keys in the lock box.
    
    
• Identify non-fair wear-and-tear
  • You will be responsible for repairing any damage to the property as a result of non-fair wear-and-tear. Read about how we define non-fair wear-and-tear and the standards of repair required.
  • If you choose to have the repairs carried out by a DHA contractor, the cost of the repairs will be identified as a ‘tenant charge’ on the Inspection Condition Report (ICR).
    
    
• Complete the Inspection Condition Report (ICR) with you
  • The ICR identifies any carpet cleaning charges, your responsibilities when vacating the Service Residence and any potential and/or tenant charges you may be responsible for.
  • By signing the ICR you are acknowledging that all noted charges and information is correct. If you dispute some charges, this will be noted on the ICR as a Tenant Dispute. Request a Details of Dispute form from your Property Manager. You will need to submit this form to your local RO within five working days.
    
    
• Address any concerns you may have with vacating the property
  • Please take this opportunity to raise any concerns you may have.

• You will be required to complete the Pre-vacation Inspection (PVI) process.
• You are responsible for cleaning the property to the same standard of a Commonwealth funded clean.
• You will incur a charge for the cost of carpet cleaning.
• You may be charged for repairs and/or additional cleaning as a result of non-fair wear-and-tear.

At the end of your tenancy carpet cleaning is automatically deducted from your salary.

You may also incur charges for property damage from mistreatment or neglect (including pet damage) which is considered non-fair wear-and-tear. These charges will be on your Pre-vacation Inspection report and Tenant acknowledgement Form (TAF).

If you do not agree with non-fair wear-and-tear charges identified at your periodic inspection, Pre-vacation Inspection, or at a second/final inspection, you have the option to dispute the charge.

At your inspection we will ask you to mark-up and sign the Tenant Acknowledgment Form (TAF) and complete a Details of Dispute form, clearly outlining your reasons for disputing the charges. You must complete the dispute form and submit it to your local regional office within five working days. Your reasons must be valid and relevant to your dispute.

The dispute will be investigated by DHA and your regional Defence Relocations Housing Manager. Once the investigation is complete you will be advised of the result. When the dispute process has been finalised and the charges stand, , the charge will be deducted from your salary or an invoice will be issued for payment within 30 days, as selected on the TAF.

If the removals contractor causes any damage to the residence or its surroundings, it must be recorded on the contractors inventory form before they leave the property; you should also request a copy for yourself.

The damage must then be reported to Toll Transitions immediately on 1800 819 167 (who will issue you with a reference number). You are also required to advise DHA on 139 342 or by submitting an Online Enquiry via ‘My Account’ in Online Services.

You must ensure that:

• You continue to water all gardens and lawns until the day of uplift, subject to local water restrictions
• All garden beds, lawns and paths are weed free
• Shrubs and trees are trimmed back from the house, gutters, clothesline and pathways (if required)
• Lawns are mowed and the edges trimmed
• Garden clippings and house-hold rubbish are removed
• Wet grease and oil stains are to be cleaned off the driveway and parking areas
• Arrangements are made for the collection of any skips and trash packs etc
• Rubbish is removed and the bins are cleaned and secured in the garage or garden shed
• The residence and grounds are free from pest infestations stemming from pets
• The garage is swept out, and
• You clean all gutters that can be reached with a standard 1.8 metre step ladder (contact your local regional office for assistance with high set gutters).
• Clean all mould from windows, sliding doors, window and door tracks, blinds, pergolas and fences
• Pressure clean all staining and dirt from external paths, driveways (take care if painted), fences and patio slabs.

• Vacuum all carpeted floor areas
• Sweep and mop any non-carpeted floors
• Remove all rubbish from the Service Residence and surrounding grounds
• Clean heating and cooling filters
• Replace all blown light globes, and
• Replace batteries in smoke detectors and all remotes.

You do not need to re-clean the floors after your uplift.

Wet areas

As close as possible to your uplift, you are required to clean all wet areas thoroughly, removing mildew and soap scum. On the day of uplift you must ensure that the toilet and shower areas are clean.

Kitchen

You are required to remove food residue and grease from sinks, splashbacks and bench tops. The hot plates, oven, grill, range hood and filters must be cleaned before uplift to remove all burnt on deposits and grease. Place sink plugs under the sink to ensure they are not packed at uplift.

The Pre-vacation Inspection cleaning standard is intended to be a reasonable starting point for us to prepare the property for the next tenant. Your Property Manager is available to discuss these cleaning standards with you at any time.

It’s important to know that when you’re relocating at your own expense as a Defence tenant you are not eligible for a Defence funded clean when vacating an SR and you are responsible for cleaning the residence to the Defence standard. The above cleaning checklist is not to be used for own expense relocations.

If you have any concerns or questions please ensure to discuss these matters with your Property Manager at the time of your Pre-vacation Inspection or contact 139 342.

View the Self move cleaning checklist (PDF 79 KB) to assist in the requirements needed when you have decided to conduct a self-move.

Note: The Self move cleaning checklist is not to be used when conducting a government funded removal, please refer to the Tenant Handbook (PDF 1.4 MB) when this is occurring.

We understand that some Defence families have family members with special needs. Special needs are defined by Defence and may include a physical, intellectual, or sensory disability, or a psychiatric illness or disorder. It can also include family members assessed as being gifted or talented.

When these needs affect your housing requirements, we take them into careful consideration to assist you in finding your housing solution.

Defence Member and Family Support Branch (DMFS) is the delegate for Recognition of Dependants with Special Needs and Assistance on Posting. DFMS will refer your request for special needs housing to the Directorate of Relocations and Housing (DRH) for consideration. Directorate of Relocations and Housing (DRH) will assess your requirement against PACMAN and supporting medical evidence. All special housing needs must be supported by medical evidence, from a specialist, or they can not be approved. You will receive email advice on DRH's decision. A copy of the email will be sent to DHA and the regional Defence Relocations and Housing Manager (DRHM) to assist you with your housing needs.

Please contact DFMS, through the Defence Family Helpline on 1800 624 608, for Recognition of Dependants with Special Needs and to apply for Assistance on Posting.