Living in a Service residence

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.

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 via Online Services, 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.

Any request to modify a property at a Defence members' expense requires prior approval from DHA and must be in writing via an Online Services enquiry.

DHA require the following information to review the request:

• What is the property modification?
• Where is the modification needed (e.g., master bedroom, ensuite, etc.)?
• What is the reason for requesting the modification?
• Who will perform the modification/s (e.g., Company name etc.)?