Service Residences

Policy relating to Service Residences (SR) is determined by the Department of Defence and is outlined on the ADF Pay and Conditions site.

MWD
Members with Dependants


Applying for a Service Residence

An SR is a subsidised house or apartment that Defence provides to eligible members with dependants at most posting locations. These properties are located in proximity to Defence bases and offices throughout Australia.

There are times when a SR may be deemed a Surplus Service Residence. Members who are categorised as member without dependants or member with dependants (unaccompanied) may be eligible to occupy a Surplus Service Residence.

Policy relating to an SR is determined by the Department of Defence and is outlined in the Defence Pay and Conditions Manual (PACMAN). Please familiarise yourself with the guidelines in chapter 7 of PACMAN and seek formal confirmation from us on your eligibility for an SR or Surplus SR benefit.

You may be eligible for a Service Residence or Surplus Service Residence (SSR) in the following circumstances:

  • you or your dependants do not own a home in the posting location, or proximate region, or a home has been assessed as unsuitable by DHA; and
  • you have a spouse, recognised interdependent partner or children who live with you; or
  • you have other Defence recognised dependants who normally live with you; or
  • you are a member with dependants (unaccompanied) and your dependants need housing; or
  • you are a member without dependants or a member with dependants (unaccompanied) and there are SSRs available in the posting location you are serving in.

SRs are viewed via DHA Online Services.

Posting to a new location in more than 4 weeks?

You are able to activate access to view available SRs via Online Services. Click on the 'Have you been posted' banner. A short video presentation is also available that outlines the posting process. After viewing the video, select the MWD option.

Posting within the next 4 weeks or moving within your current posting location?

Requests for access to view available SR's are to be submitted via an enquiry in Online Services under 'My Account'.


Your dashboard will display a summary of available properties. You can scroll through or click on the ‘View all’ link to see all properties on one page. Rent Band Choice Properties will also be displayed if available.

The Viewing Window

The properties displayed are influenced by the date you require housing and the ready date of the SR. This is called the viewing window. All available properties that have a ready date that is 4 weeks prior to and 5 weeks after your housing required date will appear in this window. At 56 days out from your housing required date, the window will extend to include any currently vacant properties.

Changing the viewing window

To see other properties that may be outside of your viewing window, you can edit the date you require a SR on the dashboard of your Online Services.

Please note if your Toll Transitions Case Manager has already provided your required date, you will not have an option to edit the date in Online Services.

If you select a SR based on the new date, you will be required to occupy the property based on the new date. If you have a Commonwealth removal, you will need to contact Toll Transitions on 1800 819 167 to discuss the change in dates.

We have made changes to Online Services to improve the visibility of available Service Residences (SR) for ADF families who are living in a private rental. This allows you to Reserve a property at any time during your lease. Should you choose to Reserve an SR, you will be required to occupy within five weeks of the ready date of the property. Once you have reserved a property you will receive a reminder email each week to confirm your reservation in Online Services. If you do not confirm your reservation before the date specified in the reminder email, your reservation will automatically be removed and the property will become available to other members.

Removal benefits may be provided if your lease term is ending within the next 12 weeks, or you are currently under month-to-month periodic agreement. On reservation of an SR, please contact DHA on 139 342 to discuss the process.

If your lease term is ending within the next 12 weeks, or you are currently under month-to-month periodic agreement and you have a confirmed eligibility to a removal benefit, you may be eligible for rent paid after you move out.

An MWOD or MWD(U) member eligible for RA may choose to live in an available Surplus SR.

PACMAN specifically advises that a Surplus SR can only be shared with other members. This is because a shared component of rent is only able to be calculated where all sharing occupants are Defence members with the contributions available in Annexes of PACMAN Chapter-7.


Demand and availability of Service Residences is assessed by DHA daily and, in some cases, we can modify your viewing to include properties that are one rent band above or below your eligibility. This occurs automatically in some cases and will be reflected in the list of properties you will view. If you choose an SR that is above your entitlement, a higher contribution may apply.

To request viewing of available SRs outside your entitlement, submit an enquiry in Online Services under ‘My Account’.

To learn more about the SRs you are eligible for and contributions, visit ADF Pay and Conditions.


DHA recognises that not all Service families are the same.  Whilst many families will find a traditional suburban home will meet their needs, other families prefer a property that is closer to restaurants, shops and other amenities or a property that has little to no yard maintenance requirements.

DHA’s range of Rent Band Choice properties offer you more flexibility to choose your next home with some or all of these features, leaving you and your family more time to enjoy your free time.

Unlike a Service Residence, you are not obligated to select a Rent Band Choice property.  The choice is entirely up to you.  You can select a property that is above your GRE if you are happy to pay a slightly higher contribution.

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



Online Services is a live site and the SRs available for selection may change at any time. During the peak posting months of October to January many members may be viewing the same properties as you. We recommend logging into Online Services regularly.

If you would like to be notified when properties become available, you can indicate that you would like to receive notifications when more properties become available. This notification can be turned off or on at any time.

There could be a number of reasons why there are limited or no homes showing on Online Services.

  1. Homes only appear on Online Services when the current tenant informs DHA of their intention to vacate the property
  2. Visibility of homes is influenced by the date you require housing
  3. The home’s Ready Date must fall within a viewing window that is 4 weeks prior to and 5 weeks after your housing required date. Within 56 days from your housing required date all SR's that are vacant will show on Online Services
  4. There may simply not be any properties available at your entitlement in your posting locality

Please be aware that Online Services is a live website and the properties available may change at any time. You can elect to receive notifications within Online Services when properties become available. These notifications are sent to the email address linked to your username at set times each day and list the properties that are available at the time the email is generated.

Defence posting locations can overlap. However, service residences in any overlapping areas are determined by Defence as being attached to one posting location or the other. SR's cannot be provisioned for more than one posting location. Defence require that DHA provide you only with housing that is attached to your posting location.

Whilst your Commanding Officer/Officer Commanding can approve to extend your posting locality this does not give approval to allocate/occupy houses attached to another posting location. Online Services will only allow you to view SR's that are provisioned by Defence for your posting location.

If you or your dependant own a home in your current posting location and it is deemed suitable for you to live in, you will not be eligible for a Service Residence when you live at that posting location. An assessment of the own home must be undertaken by DHA as part of determining your eligibility to an SR benefit.


When you are viewing a home, you can select the ‘Reservation’ link. You will then have 30 minutes to either accept or decline your selection. A counter will be activated to indicate how much time you have left to make your decision. During this 30 minutes, the home will be removed from other members viewing. If you accept your selection, the SR will be reserved to you. If you decline your selection the SR will reappear on Online Services for other eligible members to view and reserve.

Your next step to secure the home you have selected is to submit your completed Application for Relocation (AFR) to Toll if you have a Commonwealth removal and have not already submitted it.  If you are arranging your own removal, please complete the Notification of Housing (NOH) form (PDF 240 KB) and submit via an Online Enquiry in ‘My Account’ of Online Services. You will receive an email requesting you confirm your reservation in Online Services each week until your AFR is completed or until DHA has received and processed your NOHC. If you do not confirm your reservation or complete the required form before the date specified in the reminder email, your reservation will automatically be removed and the property will become available to other members.

The processing of your AFR or NOHC will secure the property for you. We will send you a notification to confirm selection and advise the occupation date. We will also make arrangements for a Welcome Visit at the home prior to your occupation date to introduce you to your new home.


A house-hunting trip allows a member to visit a new posting location to find a service residence. Members with dependants are eligible, when they are posted to a new location within Australia and have been approved a full removal by Toll Transitions. Eligibility does not extend to removals on ceasing continuous full-time service. 

DHA approves eligibility for a house-hunting trip and Toll Transitions approves and manages the payment (and recovery if required) of allowances.

Complete the Request for House Hunting Trip form (PDF 576 KB) and submit via an enquiry in Online Services under ‘My Account’.

Your contributions will start from the date of occupation. Contributions are deducted fortnightly from your normal pay and DHA will arrange to have these deductions commenced.

Allow up to two pay periods for your contribution to commence deduction from your pay. If you have any questions about when Defence will deduct your SR contributions, you can contact the Defence Call Centre on 1800 DEFENCE – (1800 333 3623).

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


You can advise changes to dates by submitting an Online Enquiry in ‘My Account’ in Online Services

For date changes occurring in the next 14 days, please notify DHA immediately on 139 342.

Changes to a vacate date may affect another member and their family who may have already reserved your SR. Changes to an occupation date may affect your selection of the SR you have reserved.


Many SR's allow pets to be kept at the property in accordance with local council regulations. All Strata/Body Corporate properties require pet approval before a member can occupy. The specific pet requirements are outlined against each property in Online Services.

Many Sydney properties are not suitable for more than one or two animals and may also require DHA approval.

Where the requirements indicate `By Application - Strata', request approval by raising an enquiry in Online Services under `My Account'. In these cases, approval is required from authorities such as the building's body corporate who may place restrictions on the size, type or number of animals allowed. Some councils also have rules and regulations around pet ownership that may affect choosing and/or living in your SR.

You will be able to inspect the home you have selected on the day prior to your confirmed occupation date. The keys to the home will be made available to you on this day either from the property manager, or via lockbox details, depending on your welcome visit type.

A Welcome Visit occurs prior to you occupying your property. The purpose of this inspection is to welcome you to your new home and explain key information such as your rights and responsibilities as the occupant. It is a requirement that the Defence member signs the Tenancy Agreement and Ingoing Condition report (ICR) upon acceptance of a property. Detailed below are the three different ways you can have a Welcome Visit.

Self service welcome visit

You will be able to inspect the home you have selected on the day prior to your confirmed occupation date. The keys to the home will be made available to you on this day either from the property manager, or via lockbox details, depending on your welcome visit type.

Members who have occupied a DHA property in the past five years and attended a Welcome Visit, and who are moving in to a property which does not contain asbestos materials or is not heritage listed will have the option to conduct a Self Service Welcome Visit.

This means you will not be contacted by DHA for a phone inspection nor will a DHA Representative meet you at the property the day prior to your occupancy.

Those members who don't meet the above criteria will be required to have a Welcome Visit with a DHA Representative.

If you are eligible for a Self Service Welcome Visit, however would prefer to have a traditional inspection (i.e. a DHA Representative will contact you prior to occupancy to conduct a phone inspection or will conduct an onsite Welcome Visit), you can update your inspection preferences in Online Services.

Note: if your occupation is within the next seven days, and you wish to change your Welcome Visit preference, please contact us on 139 342. You will be unable to update your preferences in Online Services.

Details on how to gain access to the property will be provided to you by SMS the day prior to occupation. This information will also be available in your Online Services Account.

Your Tenancy Agreement will be available for review once you have confirmed your selection of a DHA Residence. The Inspection Condition Report (ICR) will become available the day prior to your occupation.

You will be required to sign and upload your Tenancy Agreement, and acknowledge the ICR terms and conditions in Online Services prior to your occupancy. Please also ensure both the Service Member and Witness signatures have been completed before uploading in Online Services.

Phone inspections

You will be contacted by one of our Property Managers who will arrange a day and time to conduct a phone inspection with you. You will need to be at the property for this call.

Details on how to gain access to the property will be provided to you by SMS the day of your phone inspection. This information will also be available in your Online Services Account.

Your Tenancy Agreement will be available for review once your phone inspection has been booked. The Inspection Condition Report will become available the day prior to your occupation.

You will be required to sign and upload your Tenancy Agreement, and acknowledge the ICR terms and conditions in Online Services prior to your occupancy. Please also ensure both the Service Member and Witness signatures have been completed before uploading in Online Services.

During the Welcome Visit phone call, the Property Manager will:

  • Discuss your rights and responsibilities as the occupant and explain DHA services
  • Take you through the ICR, explaining the amenities and features of the home
  • Ensure you have signed and returned your Tenancy Agreement and accepted your ICR

Please take the opportunity during the phone inspection to ask the Property Manager any questions about your new residence.

On site inspections

Your Property Manager will meet you at the property to conduct an inspection with you.

During the inspection the Property Manager will:

  • Discuss your rights and responsibilities as the occupant and explain DHA services
  • Arrange for your Tenancy Agreement to be signed
  • Take you through the ICR, explaining the amenities and features of the home and obtain acceptance of this
  • Handover the property keys and remotes

Please take the opportunity during the inspection to ask the Property Manager any questions about your new residence.

No. Insurance does not cover any damage, injury or loss caused as a result of the goods being on the property.

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. Log into Online Services and go to ‘My Account’ then ‘Agents’.  The agent will receive an email notification once created to accept or reject the request.

Your appointed agent will be able to:

  • accept full responsibility for standard carpet cleaning expenses and any non-fair wear-and-tear charges
  • accept actual or potential tenant charges as detailed on the signed Inspection Condition Report (ICR)
  • accept all aspects associated with return/acceptance of the property
  • allow access to the property in the event of an emergency.

Please note that your appointed agent cannot attend a welcome visit on your behalf. If you are unable to attend your welcome visit please contact us by submitting an Online Enquiry in ‘My Account’ of Online Services. If your welcome visit is within 72 hours, please contact us on 139 342.

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.

The Puckapunyal Housing Trial commenced in Jan 2018 and allows eligible member’s posted to Puckapunyal Military Area to access housing benefits in Seymour.

A member’s eligibility to participate in the trial is determined by their CO (or supervisor in the members direct chain of command or supervision not below MAJ(E)/APS 6).

To seek approval to participate in the trial members will need to have had an extended posting location approved and complete the Puckapunyal Housing Trial Application Form (PDF 483 kB)

Additional information regarding the trial and eligibility is available at PACMAN 7.1.16A


The Flexible Housing Trial commenced in Sep 2021 and allows eligible members posted to the included locations to access housing benefits in an approved extended posting location.

There are participant caps for each trial location:

Location

Cap

HMAS Cerberus (Frankston)

30

Kokoda Barracks (Canungra)

20

RAAF Amberley (Ipswich)

110

HMAS Stirling (Rockingham and FBW)       

20

Lone Pine Barracks (Singleton)

15

A member’s eligibility to participate in the trial is determined by their CO (or supervisor in the members direct chain of command or supervision not below MAJ(E)/APS 6).

To seek approval to participate in the trial members will need to have had an extended posting location approved and complete the Flexible Housing Trial Application Form (PDF 525 kB)

Once approved, DHA can confirm if there is a place available in the trial.

No member can access the Flexible Housing trial after 31 Dec 2023.

Additional information regarding the trial and eligibility is available here and at PACMAN 7.1.16B


Living in a Service Residence

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.

Your DRA can be viewed at any time via your Online Services Account. To access, select the View or Update Tenancy Details on the Dashboard, then select Inspections and documentation will be visible under Completed Inspections.
A copy of your DRA can be accessed via your Online Services account and can be used as proof of occupancy. A Tenancy History of tenancies in properties managed by DHA and Defence are available from your dashboard in Online Services.

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.

Change Type

Action

Categorisation change

Defence will notify DHA

Rank change

Defence will notify DHA

Period of approved leave without pay

Defence will notify DHA

Work Unit

Update via‘View/Update Tenancy Details’ in Online Services.

Dependants

Update via‘View/Update Tenancy Details’ in Online Services.

Purchase or Sale of an owned property

Update via ‘My Account’ in Online Services.

Separation from spouse or partner

Submit an Online Enquiry via ‘My Account’ in Online Services.

Moving house within locality

Submit an Online Enquiry via ‘My Account’ in Online Services.

Undertaking a flexible work arrangement outside of your posting location

Submit an Online Enquiry via ‘My Account’ in Online Services.

Discharge

Submit an Online Enquiry via ‘My Account’ in Online Services.



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 conducts periodic inspections of our properties whilst they are tenanted to ADF members.  We may also conduct other inspections from time to time, such as when we are organising the sale or valuation of the property, lessor inspections (if the property is leased to another party) and prior to you vacating.

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.

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.

Initially, where there is a neighbourhood dispute we encourage the parties to resolve the matter themselves or refer to the appropriate civil authority. If a resolution cannot be found, please submit an enquiry in Online Services under ‘My Account’ and advise of the issue.  If required, we may also seek assistance from Defence Community Organisation, DRHM and the member’s unit to help resolve the dispute.

We support tenants wherever practicable in the operation of a business from home. If you wish to operate a BFH, you must first apply in writing to your local regional office (RO).

Applicants must be a recognised dependant of a serving member.

The following documentation must be supplied with your application:

  • A description of the type of business you wish to operate (including business registration details).
  • evidence of local council approval.
  • proof of insurance coverage within an existing or new policy (including public liability coverage of at least $10 million for a single event).
  • The Business from home form (PDF 104 KB)

During periodic inspections, our staff will request a copy of the current insurance policy for the operation of the BFH.

Ongoing operation of the business must be in accordance with the requirements of all relevant authorities such as (but not limited to) DHA, the Owner’s Corporation and Government bodies.

Modifications required to make the Service Residence suitable for the operation of the business must be submitted to us in writing for approval. Such modifications are at your cost. Approval is conditional upon agreement between the lessor, Base Commander (where applicable), owner’s corporation (where applicable) and DHA. In applying for such approval, you agree to make good any modifications to the Service Residence at the end of your tenancy or upon cancellation of this approval.

Non-fair-wear-and-tear or accelerated deterioration in the condition of the Service Residence (including fixtures and fittings) due to such approval, is your responsibility as the tenant. If you’re found to be in breach of your responsibilities as a tenant, we will withdraw the right to operate a BFH.

Should you wish to get a new pet during your tenancy, you should first raise an enquiry in Online Services under ‘My Account’ as approval may be dependent on body corporate, strata and Municipal Council bylaws regarding pets (where applicable).

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 contact DHA on 139 342.

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


Moving out of a Service Residence

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.

If you are no longer posting, please advise us by submitting an enquiry in Online Services under ‘My Account’. Be sure to let your Toll case manager know too.

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 who requiring a SR. Tenancies after discharge can only be approved for a minimum and maximum time period. If approved, full market rent, bond and rent in advance may be payable.

Such requests need to be made via an enquiry in Online Services under ‘My Account’ 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. For more information on how to appoint an agent please see Appointment of Agent.

 

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).

When you vacate your Service Residence, we will arrange for carpet cleaning on your behalf. When you sign your DHA Residence Agreement at your welcome visit, you accept that the cost of carpet cleaning will be deducted from your salary. If you have any questions regarding this please contact your property manager.

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.
You are required to:
  • 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.


Families with special needs

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.


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If you have an urgent enquiry, you can call us on 139 342.