Tenant Update October 2022

A reminder about the best ways to get in touch with us.

• For property and tenancy issues call Karina on 9664 7800
• For urgent after-hours maintenance only call Valley Maintenance on 1800 088 106
• For anything else you can email enquiries@wpi.org.au
• Our new postal address is PO Box 18014, Collins Street East, Victoria 8003.

Customer Service Charter

Are you aware that WPI has a Customer Service Charter?

This is where we highlight what you can expect from us and what we expect from you.

The respect for and safety of our staff is paramount. WPI has a zero-tolerance policy of abuse to our staff in all its forms.

·         Please treat our staff with courtesy and respect when contacting us. Shouting and swearing will not be tolerated. They are here to help you.

·         Abide by the terms and conditions of the Residential Rental Agreement.

·         Take care of your home and be a good neighbour.

·         Allow our staff to do their work without aggression or violence.

·         Notify us immediately if your home is not safe.

·         Seek approval before making modifications to your home.

Read our customer service charter in the policies section of our website

Brighter Future Small Grants Program

WPI has received new funding from our generous sponsors for the Brighter Future Small Grants Program. The grants are education focused and intended to help with expenses related to schooling, training, and acquiring skills. 

Grants will be provided for such things as: school uniforms and shoes, textbooks, backpacks, electronic devices, home Wi-Fi, extra curricula activities, school excursions and camps, and home tutoring, training courses and materials needed for training and acquiring new skills. 

To apply, you can find the application form in the Brighter Futures Grants section of the information for renters page on our website or you can email enquiries@wpi.org.au and we can send it to you.

Virtual Assistant

Please take note that since March 2020 (the start of Covid-19) our office phone has been operated by a Virtual Assistant. 

What does this mean for you?

A Virtual Assistant takes all incoming calls to WPI and sends a message straight away to the relevant staff member. For all tenancy and property related emails, these are all forwarded to our enquries@wpi.org.au inbox in a timely manner. Our staff members in turn respond to your enquiry as soon as they can. Please be mindful that sometimes this may take some time to return your call – we are all doing the best we can and ask for your patience and understanding.

Please be aware that the Virtual Assistant is not a WPI staff member and that means the person answering the phone might be a different person every day. 

Rent Review

It is that time of year again!

Rent Review letters have been sent out to all our tenants. Once you receive them, please read through carefully and fill out the necessary forms and send them back via our email enquiries@wpi.org.au

Furthermore, if you have any questions, please email enquiries@wpi.org.au

OCTEC

Lost your job or looking for work or just not sure what job you can do?

OCTEC are a Jobs Victoria Employment Service partner and are a voluntary service.

They help communities of Victoria and support people into viable jobs, if this sounds like you and would like some support and assistance, they would love to help you!

Pleaser reach out to Erica – Employment Mentor on:

Mobile: 0478 435 045

Phone: 03 9086 3624

Email: e.page@octec.porg.au

Website: www.octec.org.au

Arrears and Assistance

You must pay your rent on time every time – that is a condition of your tenancy with WPI.

If your circumstances suddenly change however, please call us ASAP to notify us of the change! If you don’t let us know then we are unaware. Please contact us as soon as you know something is changing that may affect how and when you pay your rent, this ensures that we can work with you to avoid you falling into arrears on your rent. If you are behind, call us and we will either refer you to a financial counsellor or make a payment plan that you can afford.

For example, Kirsty[1] is currently paying rent based on her Centrelink Parenting Payment, Kirsty’s youngest child is turning eight (8), as soon as this happens Centrelink will require Kirsty to apply for Jobseeker payments. Once approved by Centrelink, Kirsty will need to complete a new rent review form and her rent will be adjusted accordingly so she can sustain her tenancy and afford her rent.

[1] Not her real name