Maintenance Manual
Chapter 1
Property Condition Assessments
October 2012
Property Condition Assessments
October 2012
Published by the Victorian Government, Department of Human Services, Melbourne, Victoria, Australia.
Copyright State of Victoria, Department of Human Services, 2012.
This publication is copyright. You may make limited copies of this document in accordance with the
Copyright Act 1968 (Cth), including copies for research, study, criticism, review or news reporting. Apart from
this, you may not publish, reproduce, adapt, modify, communicate or otherwise use any part of this
document (in particular for commercial purposes).
Authorised by the State Government of Victoria, 50 Lonsdale Street, Melbourne.
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Table of Contents
1.2
PROPERTY CONDITION ASSESSMENTS POLICY ........................................................... 4
1.2.1
1.2.2
1.2.3
1.2.4
1.2.5
1.2.6
1.3
PROPERTY CONDITION ASSESSMENTS PROCEDURES ............................................... 8
1.3.1
1.3.2
1.3.3
1.3.4
1.3.5
1.3.6
1.4
Introduction......................................................................................................... 4
Preparing for a new tenancy .............................................................................. 4
Start of the tenancy ............................................................................................ 5
End of the tenancy ............................................................................................. 6
Dispute management ......................................................................................... 6
Programmed works ............................................................................................ 7
Responsive maintenance for vacant properties ................................................. 8
Start of tenancy .................................................................................................. 8
The tenant vacates the property ...................................................................... 10
End of tenancy ................................................................................................. 11
Special circumstances for property condition assessments ............................ 13
Programmed works .......................................................................................... 14
APPENDICES ..................................................................................................................... 17
1.4.1
1.4.2
Property Condition Report................................................................................ 17
Tenancy Condition Report ............................................................................... 18
Note: Appendices have been highlighted and linked throughout the Chapter in blue italic text
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1.2
1.2.1
Property Condition Assessments Policy
Introduction
 Housing Standards Policy Manual
 The Director of Housing (DoH), as landlord to tenants of DoH owned and community managed
properties, is responsible for providing Department of Human Services (the Department) standard
accommodation to its clients. The Department conducts property condition assessments on vacant or
tenanted properties in compliance with the Residential Tenancies Act 1997 (RTA), and to ensure the
sustainability of capital assets, as detailed in the Housing Standards Policy Manual.
Property condition assessments are conducted on public housing properties for the following reasons:

a request for maintenance works may require an inspection to determine the nature and extent of
damage or fault

a property is inspected to determine and record its condition after tenants have vacated

after vacant unit maintenance has been completed, a property is inspected to ensure it is in a habitable
and safe condition for new tenants

to determine if a property could be upgraded, redeveloped, demolished or sold

to formulate and plan for asset protection and programmed works.
Assessments for vacancy and tenancy purposes
Where a public housing or community managed property has been vacated, a Housing Services Officer
(HSO) in the local Housing Office or community housing agency staff conducts a property condition
inspection to check that the property is of a relettable standard, and to assess the nature of works required.
The condition of the property is recorded in a tenancy condition report.
Where a tenant requests repairs that are complex and require investigation or are outside the Department’s
standards, the HSO or agency makes an assessment to determine the type of repair works required. The
Field Services Officer (FSO) in the local Housing Office or Community Managed Accommodation Unit
(COMAC) may be required to inspect the property and complete a Property Condition Report (PCR) on the
property or amenity if required works are of a complex or technical nature.
Assessments for programmed works
Property condition audits are carried out by the FSO on tenanted properties as part of a planned cycle of
inspections managed by the Department’s Property Portfolio Branch, for planning and upgrading purposes.
 Audits are conducted on a selection of DoH owned properties every three years. These building
inspections consist of a detailed survey of the internal and external condition of properties and blocks. The
data collected is recorded in Property Condition Reports in the HiiP Property Management System.
Information from the audits is used by the Department in planning and budgeting for future works programs.
1.2.2
Preparing for a new tenancy
 Responsive Maintenance Chapter
 Housing Standards Policy Manual
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Tenancy condition report
 A Tenancy Condition Report (TCR) is a record of an agreement between the tenant and the DoH about
the condition of the rented property.
A TCR is completed so that there is a record of the condition of the property, including the fixtures and
fittings, at the start and end of each tenancy.
Whilst the DoH as landlord is not obliged to complete a TCR under the RTA (s.35) because there is no bond
payable for public and community managed housing tenancies, the condition report may be conclusive
evidence for the purposes of the RTA of the state of repair or general condition of the rented premises at the
commencement and termination of the tenancy.
Housing staff use the TCR as evidence of the condition of the property at the Victorian Civil & Administrative
Tribunal (VCAT) if there is a dispute over responsibility for the cost of maintenance works.
The Department prepares a new TCR for a property when one or more of the following occurs:

the property is ready to be relet after vacant unit maintenance is completed

major upgrade works have been completed on the property

a tenant swaps a property with another tenant and signs a residential tenancy agreement for the new
property

a tenancy is transferred from one name to another and a new residential tenancy agreement is signed

a property is inspected at the end of a tenancy

any other time a new residential tenancy agreement is signed.
Determining the condition of the property
 Housing staff inspect fittings and fixtures, and internal and external finishes listed in the TCR to record
the condition of the property. ‘Internal and external finishes’ refers to the general appearance of internal and
external components, such as walls, ceilings, doors, paving and clotheslines.
 The condition of non-standard fixtures and fittings is also noted, that is, items that the DoH does not
generally supply as part of the rented premises, for example, curtains and air-conditioners. The DoH may
offer these items to the new tenant as a ‘gift’, outlined in the Responsive Maintenance Chapter of this
manual.
 Each of the fittings, fixtures and internal and external finishes is given a grading. The condition of each
fixture is graded as GOOD, FAIR or POOR, as detailed in the Housing Standards Policy Manual.
If the fixtures or fittings are in a satisfactory and safe condition, and the property meets the Department’s
reletting standards, the condition is graded as GOOD.
If there is cosmetic wear and tear only (fixtures or fittings are marked, chipped or worn), the condition is
graded as FAIR.
If there is substantial wear and tear, for example, the carpet is threadbare or has holes, the condition is
graded as POOR.
The TCR is signed and dated by the HSO as a true record of the condition of the property when the preletting inspection was completed.
1.2.3
Start of the tenancy
 Allocations Manual
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Moving in tenancy condition report
 The tenant is given two copies of the TCR at the time of sign up as outlined in the Allocations Manual.
The tenant is required to return a signed copy of the TCR to the housing office within three days of the sign
up. In some cases, tenants may choose to sign immediately but they are not required to do so. The
Department will accept a TCR that is returned later than three days after sign up.
All signatories to the residential tenancy agreement must sign the TCR as per the RTA (s.32 (2)).
If the tenant does not return the TCR, the Department considers that the tenant agrees that the report is
correct and no further action is taken. The unsigned report remains on the tenant’s account to be used when
the tenant vacates, as a record of the condition of the property when the tenant commenced their tenancy.
1.2.4
End of the tenancy
 Tenancy Management Manual
 Tenant Property Damage Chapter
Moving out tenancy condition report
An inspection of the public housing property is arranged with the tenant to complete the TCR at the end of
their tenancy:

after they have given notice of their intention to vacate

prior to a sign-up after they receive an offer of a property in a mutual swap with another tenant

when they request the tenancy be transferred from one name to another

when an existing tenant is offered a transfer for relocation purposes

before they sign a new residential tenancy agreement due to bankruptcy

when they vacate the property and hand in the keys without giving notice.
 The property is also inspected to complete the TCR if the tenant:

abandons the property

does not attend the inspection after they have vacated the property

arranges with another person to return the keys after they have vacated the property,
as outlined in the Tenancy Management Manual.
In these circumstances, the TCR is used as the Department’s record of the condition of the property at the
end of the tenancy even though the tenant has not signed the report.
 The Department also uses photographs as a record of the condition of the vacant property where there
is evidence that repairs are required due to damage rather than fair wear and tear. The photographs are
used to substantiate tenant responsibility charges at VCAT as per the Tenant Property Damage Chapter.
1.2.5
Dispute management
If agreement cannot be reached between the Department and the current or previous tenant about the
condition of the property, the Department advises the tenant that they can apply to VCAT to have the
condition of the property and any damage determined by the Tribunal (where applicable), as per the RTA
(s.452).
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With the tenant’s agreement, housing staff take photographs of the area, amenity or asset in dispute. These
photographs may be used as evidence of the condition of the property as necessary.
1.2.6
Programmed works
 Responsive Maintenance Chapter
 Programmed upgrade or improvement works are formulated and undertaken to protect or improve an
asset, or maintain the expected life of a property. They are carried out in a planned and systematic manner,
as detailed in the Response Maintenance Chapter.
Programmed works may include the following:

full or part replacement of floor coverings

structural works

upgrades or repairs to kitchens or bathrooms

major or full aids, adaptations and disability modifications

upgrade of public areas and community rooms.
Property condition audit and Property condition report
An assessment of a public housing or community managed property’s existing condition is planned and
carried out by the local Housing Office and COMAC in conjunction with the Property Portfolio Branch to
develop and prioritise the program for scheduled maintenance and upgrades.
Property condition audits are building inspections carried out by the FSO on a selection of properties every
three years. They consist of a detailed survey of the internal and external condition of properties and blocks.
The results are recorded in a Property Condition Report for each property.
Data collected at the audits is used by Property Portfolio Branch in the following stock planning and asset
protection programs:

identifying the properties most in need in the low-rise upgrade program

ensuring that a specified range of asset protection works is carried out as required

assessing structural constraints that limit the ability by the Department to provide disability modifications
requested by tenants

identifying and addressing any maintenance issues arising from newly constructed properties

assessing the suitability of properties identified in the Department’s Property Acquisition Program

determining whether a property should be sold in the Department’s Tenant House Sales Program.
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1.3
1.3.1
Property Condition Assessments Procedures
Responsive maintenance for vacant properties
 Tenant Property Damage Chapter
 Responsive Maintenance Chapter
The Housing Call Centre (HCC), as the first point of contact for all tenants to report maintenance issues, is
responsible for raising responsive maintenance job orders (formerly schedule contract orders) and some
minor capital works in the HiiP Repairs system. Such works include gas leaks and minor carpentry works.
Prior to determining the extent or types of works required, the HCC assesses the condition of the property or
amenity from Property History in HiiP.
Pre-inspection
 If necessary, the HCC raises a pre-inspection in HiiP Repairs for the local Housing Office/Community
Managed Accommodation Unit (COMAC), detailing the inspection requirements. A pre-inspection report may
also be raised to the FSO within a local Housing Office or between Housing Offices. As part of the preinspection process in HiiP Repairs, the local Housing Office /COMAC may send a request to the HCC to
raise the job order to the head contractor, as detailed in the Tenant Property Damage Chapter.
For non-urgent works, the property or amenity is inspected within 14 days; for priority works, the inspection is
conducted within 24 hours.
 Refer to section 3.3.1 in the Responsive Maintenance Chapter for more information.
Note: Where repairs to a tenanted or vacant property are necessary and the damage is considered to be the responsibility of the
tenant, the Department may make application to VCAT to seek a Maintenance Claim Against the Tenant (MCAT).
1.3.2
Start of tenancy
Staff in the local Housing Office or Community Managed Accommodation Unit (COMAC), carry out property
condition inspections on vacant properties prior to reletting them. The condition of the property is recorded in
the TCR. The TCR is completed during start of tenancy and end of tenancy property inspections, and signed
and dated by housing staff and tenant/s at the start and end of each tenancy, as evidence of the condition of
the property at the time of the inspections.
Prior to conducting the pre-letting inspection, complete the ‘Address of Rented Property’ section on the front
page of the TCR template, and enter the address of the property and account (reference) number at the top
of Pages 2 - 6 of the report. Print a copy of the new TCR.
The Moving in tenancy condition report
 Record the condition of the property at the pre-letting inspection in the new TCR. The TCR template is
accessed and printed via the ‘Generate user initiated letters’ button on the Search Tenancy screen in HiiP.
The TCR lists each room and itemises the fittings, fixtures and internal and external finishes.
Once vacant unit maintenance works have been completed and the property is of a relettable standard,
conduct an inspection of the property by close of business the next day. The TCR is completed as part of the
inspection.
During the inspection, complete the ‘Tenancy Condition - Start of Tenancy’ section of the TCR by recording
the condition of each fixture or item as GOOD, FAIR or POOR. Additional comments can also be included
where required, for example, property repainted 7/8/2009.
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Record the details from the TCR template into the ‘Tenancy Condition – Start of Tenancy’ section of the TCR
screen in HiiP. The Moving in Tenancy Condition Report is created once the details are saved.
Sign the TCR, and enter the ‘Date of Inspection’ and ‘Date of Issue to Tenant(s)’ in the ‘Moving in Inspection’
section of the report.
At the sign up interview
 Tenant Property Damage Chapter
 Social Housing Advocacy and Support Program
 Tenancy Management Manual
In HiiP, link the Moving in TCR, completed above, to the new account during the sign up process.
Three copies of the TCR are generated – the Landlord’s copy, Tenant’s copy and Incoming copy.
The housing staff signs the TCR, and enters the ‘Date of Inspection’ and ‘Date of Issue to Tenant(s)’ in the
‘Moving in Inspection’ section of the report.
Arrange for an interpreter if necessary and advise the tenant of the following:

The purpose of the TCR is to have an accurate record of the condition of the property at the beginning
and end of their tenancy that is agreed to by the tenant and the DoH as landlord.

The tenant is given two copies of the TCR; they keep one copy and the other copy is to be signed and
returned to the housing office or community housing agency.

The tenant is to check that the condition of the property has been accurately recorded in the TCR at the
commencement of their tenancy.

If they do not agree with the Department’s assessment, they should include their comments in the
‘Tenancy condition - Start of Tenancy’, ‘Comments’ section of the report.

They are required to provide 28 days’ notice of their intention to vacate the property so that an
inspection of the property can be arranged to complete the ‘Tenancy condition - End of Tenancy’
section.

They will not be charged for maintenance works that are required due to fair wear and tear to the
property. For example, if the carpet is graded FAIR at the commencement of the tenancy, the tenant will
not be charged for replacement if the carpet is graded POOR at the end of the tenancy.

They may be charged for damage that is not due to fair wear and tear, and the TCR can be used by
them and the Department as evidence of the condition of the property at the commencement and at the
end of the tenancy as per RTA (ss. 417, 419).

Once they have checked the property and, where relevant, included their comments on the report, that
they must sign and date the TCR.

The signed copy of the TCR should be returned to the Housing Office or Community Managed
Accommodation Unit, within three working days. However, any TCR returned after three working days is
accepted, scanned and stored in HiiP, and placed in the tenancy file.
Note: All signatories to the Residential Tenancy Agreement must sign and date the TCR.
Advise them that once the TCR is signed, it can be used as evidence at VCAT in accordance with the RTA
(s.36). Therefore, it is important that they write comments on the report if they disagree with the
Department’s assessment of the property in the TCR.
Advise the tenant to return a signed copy once they have completed their assessment of the property.
The tenant agrees with the start of tenancy assessment
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When the tenant returns their copy of the TCR, note any comments that have been made and ensure that
the tenant has signed and dated the TCR.
If the tenant agrees with the TCR, enter the date the TCR was returned in the TCR screen in HiiP. Scan the
signed TCR into HiiP.
The tenant disagrees with the assessment
If the tenant disagrees with the Department’s assessment of the property condition, arrange an inspection
with the tenant within three working days.
If it is agreed that the initial grading was incorrect, advise the tenant of the change to the grading. Update the
grading in HiiP and enter details in the ‘Comments’ section. The changes to the TCR are to be initialled by
housing staff and the tenant, and scanned into HiiP.
If agreement on the property’s condition cannot be reached at this inspection, advise the tenant that they
can apply to VCAT for a hearing to have the property’s condition determined by the Tribunal or attend the
VCAT hearing where there might be a case for tenant damage as outlined in the RTA (s. 452).

Advise them how to make an application and refer them to a local appropriate support agency or
to the Tenants’ Union of Victoria if they require further advice and assistance.
Ask the tenant for permission to take photographs of the area, amenity or asset in dispute and advise them
that both the Department of Human Services (DHS) and the tenant can use the photographs as evidence of
the condition of the property if they want to pursue the matter.
If the tenant agrees, take photographs as required and record the details of the inspection in HiiP. Record
the date and address of the property on the photographs, and scan into HiiP.
The tenant does not return the TCR
 If the tenant has not returned their copy of the TCR within three working days of the start of the tenancy,
ensure that it is discussed and returned when a home visit is conducted six weeks after the tenancy has
commenced, as detailed in the Tenancy Management Manual.
The unsigned copy is scanned into HiiP, and used as a record of the condition of the property at the
commencement of the tenancy.
1.3.3
The tenant vacates the property
 Vacant Unit Maintenance Chapter
 Tenant Property Damage Chapter
The tenant gives notice of their intention to vacate
When the tenant gives the Department notice of their intention to vacate the property, check HiiP to see if a
TCR has been prepared for the current tenancy.
Where there is an existing TCR, arrange with the tenant to inspect the property, preferably on the day that
they vacate. If this is not convenient for the tenant, arrange another time when the tenant can be present for
an inspection prior to their vacating the property.
Explain to the tenant that the purpose of the inspection is to assess and reach agreement about the
condition of the property at the end of their tenancy.
Check that the tenant has provided a forwarding address and contact details.
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Note: If necessary, arrange for an interpreter to assist and to attend the inspection with the tenant.
The tenant does not give notice of their intention to vacate
 If the tenant does not provide notice that they will be vacating the property and returns the keys to the
Housing Office without warning, vacate the property in HiiP and record a comment that the tenant did not
provide notice and did not attend the end of tenancy inspection, as outlined in the Vacant Unit Maintenance
Chapter.
When the keys are returned, inspect the property within one working day, complete the Moving out TCR and
arrange for vacant unit maintenance to be completed.
Note: If there are abandoned goods in the property, arrange for an inspection by Consumer Affairs Victoria
(CAV) prior to a vacant unit inspection.
The tenant does not vacate the property after giving notice
If the tenant decides not to vacate after giving notice, do not vacate the property in HiiP until the keys are
returned.
 If an end of tenancy inspection has been completed, arrange for any tenant responsibility repair works
that have been identified to be completed. Advise the tenant that the Department may take action to recover
the costs of the maintenance works through VCAT as a Maintenance Claim against the Tenant (MCAT) if
necessary, as per the Tenant Property Damage Chapter.
Record comments in HiiP outlining the maintenance works that have been completed in the TCR.
Advise the tenant that another inspection will be arranged with them when they provide notice of their
intention to vacate again.
1.3.4
End of tenancy
 Tenant Property Damage Chapter
 Vacant Unit Maintenance Chapter
The Moving out tenancy condition report
 Prior to attending the end of tenancy property condition inspection with the tenant, print a copy of the
TCR template via the ‘Generate user initiated letters’ button on the Search Tenancy screen in HiiP. The
information entered into the ‘Tenancy condition – End of Tenancy’ section of the report is used to create the
Moving out TCR, as outlined in the Tenant Property Damage Chapter.
Housing staff and the tenant/s sign and date the ‘Moving Out Inspection’ section of the TCR as evidence of
completion of the inspection.
The end of tenancy assessment
During the inspection, reassess the grading of the condition of the property. With the tenant’s permission,
take photographs as necessary. Inspect the property for vacant unit maintenance works at the same time.
Record the condition of each fixture and fitting in the ‘Tenancy Condition – End of Tenancy’ section of the
TCR. If there is damage to the property which was not caused by fair wear and tear, explain to the tenant
that the Department may take action to determine responsibility for the cost of the repairs.
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 Inspect the property at the same time for vacant unit maintenance works, as detailed in the Vacant Unit
Maintenance Chapter.
Update the ‘Tenancy Condition – End of Tenancy’ section of the TCR screen in HiiP. The Moving Out
Tenancy Condition Report is created once the details are saved. Three copies of the Moving Out TCR are
generated.Give one signed copy to the vacating tenant, and scan and store a copy in HiiP and file.
The tenant agrees with the end of tenancy assessment
If the tenant agrees with the end of tenancy assessment, complete the ‘Moving Out Inspection’ section of the
TCR by signing it and entering the ‘Date of Inspection’. Ask the tenant to also sign and date the report. Scan
the document into HiiP.
If tenant responsibility repair works are required, advise the tenant that the Department may take action to
recover the costs of the maintenance works.
Confirm with the tenant the date that the keys will be returned to the Department. Explain that rent will be
charged until the keys are returned.
The tenant does not agree with the end of tenancy assessment
 If the tenant disagrees with the assessment of the condition of the property or that they are responsible
for the costs of some maintenance works or repairs, advise them that :

the Department will be taking action to have the claim for the costs of the maintenance works or repairs
substantiated at VCAT

they can attend the VCAT hearing to defend their view if they believe that they are not responsible for
the costs of the repairs,
as outlined in the Tenant Property Damage Chapter.
Note the dispute in the ‘Comments’ section, and sign and date the TCR in the ‘Moving Out Inspection’
section. Ask the tenant to also sign and date the report.
Scan the updated TCR into HiiP. Give a copy of the signed report to the tenant.
The tenant does not attend the end of tenancy inspection
If the tenant is not at home on the day of the inspection, leave a card asking the tenant to contact the local
Housing Office to arrange another time. Enter a file note in HiiP noting that the tenant was not at home.
If the tenant contacts the local Housing Office or COMAC staff, arrange another time for the property
inspection. If the tenant does not contact the Housing Office, do not take any further action until the keys are
returned. When the tenant returns the keys, arrange a time to inspect the property with them, preferably on
the same day they return the keys.
 If the tenant does not want to attend the inspection, advise them that their view of the condition of the
property at the end of their tenancy will not be recorded on the TCR, as outlined in the Tenant Property
Damage Chapter.
Explain to the tenant that the Department will be making a claim for the cost of repairs for damage identified
during the inspection which could not be assessed as fair wear and tear.
Obtain a forwarding address from the tenant.
Conduct the end of tenancy inspection after the tenant has vacated, preferably on the day the keys are
returned. Update the TCR in the ‘Tenancy Condition – End of Tenancy’ section in HiiP.
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1.3.5
Special circumstances for property condition
assessments
 Mutual Swaps Chapter - Allocations Manual
 Bankruptcy Chapter – Tenancy Management Manual
 Transfer of Tenancy Chapter – Tenancy Management Manual
 Tenant Property Damage Chapter
 Abandoned Properties and Goods Chapter – Tenancy Management Manual
 Terminating Tenancies and Deceased Estates Chapter – Tenancy Management Manual
Public housing transfers and mutual swaps
If a tenant applies to swap their existing public housing property with another tenant, arrange and conduct an
inspection within five working days.
Arrange and conduct the end of tenancy inspection to complete the Moving Out TCR once the tenant has
been approved to swap their property, or if transferring, prior to making an offer of housing for another
property.
At the inspection, inform the tenant that the Department will arrange and complete maintenance works or
repairs for which the tenant is responsible prior to the transfer.
 Refer to the Mutual Swaps Chapter in the Allocations Manual for more information.
Transfers of tenancy
If a transfer of tenancy is approved and a new account is to be created, arrange and inspect the property
with the original tenants and complete the Moving Out TCR.
Raise jobs in HiiP Repairs for any maintenance works or repairs determined to be beyond fair wear and tear
to be completed and charged to the outgoing tenant, if applicable.
Also arrange an appointment for the new signatories to sign a residential tenancy agreement. Complete the
transfer of tenancy process in HiiP and prepare a new TCR.
Note: If the transfer of tenancy is not approved but the tenant has vacated the property and others are occupying it, do not complete
the TCR as this could be seen as establishing a new tenancy.
 Refer to the Transfer of Tenancy Chapter in the Tenancy Management Manual for more information.
Abandoned properties and abandoned goods
Once the property has been declared abandoned by VCAT, conduct the end of tenancy inspection with
another housing staff member within one working day of confirming that the property is abandoned in order
to:

ensure that the TCR reflects as accurately as possible the condition of the property at the time that the
tenant vacated

secure the property as quickly as possible to minimise the risk of vandalism.
 If there is any indication from neighbours or the police that the property has been illegally entered or
vandalised after it was abandoned, do not complete the TCR or commence action to charge the cost of
damage to the previous tenant. Arrange for vacant unit maintenance to be completed and assign the
‘Vandalism’ Category of Work to these works in HiiP Repairs, as outlined in the Tenant Property Damage
Chapter.
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If there are abandoned goods of monetary value in the property, contact Consumer Affairs Victoria
(CAV) and arrange a time for an inspector to assess the value of the goods, as per the RTA (s. 385).
Do not disturb or remove any of the abandoned goods until CAV has completed its assessment and the
written report has been received by the local Housing Office.
 Refer to the Abandoned Properties and Goods Chapter in the Tenancy Management manual for more
information.
The tenant is deceased
Where a tenant is deceased, arrange the end of tenancy inspection with the appointed Executor of the
tenant’s estate when they advise that they will be returning the keys to the property as per the RTA (s.228).
Ask them to complete a termination notice on behalf of the tenant.
If they advise they do not want to attend the inspection, complete the TCR with another housing staff
member within one working day from the day the keys to the property are returned.
If there are goods left behind in the vacant property, advise the Executor that these will be treated as
abandoned goods, and the cost of removal will be charged to the estate. If the Department incurs costs for
the rubbish removal, raise an MCAT to the deceased estate for rubbish removal. The MCAT can be
deactivated if there are insufficient funds in the estate to pay the charge.
 Refer to the Terminating Tenancies and Deceased Estates Chapter in the Tenancy Management
Manual for more information.
1.3.6
Programmed works
 Vacant Unit Maintenance Chapter
Property condition audits
 Property condition audits are conducted by the Field Services Officer (FSO) from the local housing
office and COMAC on a selection of DoH owned properties over a three-year cycle. At each audit, the FSO
makes detailed inspections of the internal and external conditions of the targeted properties and blocks.
Property condition data is recorded in Property Condition Report stored in the HiiP Property Management
system. The Asset Operations Unit, Property Portfolio Branch uses this data as the key driver in determining
and planning:

which properties to keep or sell

which properties are to be included in the Department’s annual upgrade program

the Department’s budgeting requirements.
Inspection notification letters are sent to the public housing tenants 14 days prior to the audit. COMAC will
liaise with community housing agencies to arrange access to community-managed properties.
The Property Condition Services (PCS) Unit within Asset Operations is responsible for collecting, reporting
and managing property condition data. PCS work with the Property Management Group and regional
Housing Offices to update property condition inspection standards and to promote operational efficiencies.
Program planning
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The Portfolio Management Group, Property Portfolio Branch is responsible for planning and formulating the
estates, low-rise and villa upgrade programs, working in conjunction with the Portfolio Management Group,
the regional Housing Office and COMAC, using information gathered in property condition audits.
Data from the property condition audits is essential in Portfolio Management’s program-planning process, to
identify the properties most in need and to develop the upgrade program. Regional staff and community
housing agencies provide feedback on the list of targeted properties and local issues.
Asset protection works
The Department provides for a specific range of asset protection works to improve or to extend the life of an
asset or amenity. Examples of asset protection works include:

replacement of roofing on the property by using better materials on damaged sections

repairs of a structural nature.
During an inspection or a home visit, the FSO or HSO identifies the necessary works and takes photographs
as required. A description of the works is sent to the Single Point of Contact (SPC) in the regional office for
assessment and further action. The SPC ensures the works are compliant with legislation and standards,
and liaises with Property Portfolio Branch and the head contractor to plan for and undertake the works.
Disability modifications
The Portfolio Management Group, Property Portfolio Branch is responsible for approving major or full
disability modification works required in a public housing or community managed property. Such works must
comply with the Department’s Modified Housing Standards Policy.
Where it is identified that major or full disability modifications are required in a public housing property, the
local Housing Office is responsible for investigating the matter and for obtaining an occupational therapist’s
assessment. The Property Management Group works with the local Housing Office and Portfolio
Management Branch in determining, planning and implementing major or full disability modification works.
Spot purchase properties
The Property Delivery group, Property Portfolio Branch identifies properties in the private market which could
be suitable for the Department to purchase. FSOs inspect the properties to assess their suitability for
acquisition by the Department.
The FSO’s report includes:

the size of the property, such as the number of bedrooms

construction type, for example, brick veneer

access amenities, such as, back and front ramp

an estimated cost of works required to bring the property to the Department’s letting standard.
The report is used by the local Housing Office in matching a household with a suitable property in the
housing allocations process.
 Refer to section 2.3.9 in the Vacant Unit Maintenance chapter in this manual for more information on
spot purchase properties.
Nation Building
Since the announcement of the Nation Building Economic Stimulus Plan in 2009, the Department of Human
Services Nation Building Housing Program has been developed to improve public and community housing
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properties that were in the greatest need of maintenance or upgrade, and to procure and deliver new
affordable homes across Victoria.
The types of upgrade works in the program include:

upgrades to homes that would otherwise have been uninhabitable within two years for structural
reasons

improvement works to common areas in high-rise buildings, such as community facilities and foyers

upgrades to crisis and transitional housing managed accommodation

improvements to properties managed by Aboriginal Housing Victoria.
Upgrade works are formulated and undertaken using property condition data stored in the Property
Management system by regional housing staff. The Nation Building Program is managed by the Nation
Building Unit in Property Portfolio Branch.
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1.4
1.4.1
Appendices
Property Condition Report
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1.4.2
Tenancy Condition Report
TENANCY CONDITION REPORT
For assessment of premises subject to the Residential Tenancies Act 1997
A tenancy condition report is a record of an agreement between the tenant and the Director of Housing
regarding the condition of the rented property.
Address of Rented Property:
Name of Tenant(s):
Tenancy Start Date:
Reference Number:
A Housing Services Officer has completed an inspection of your rented property and prepared this tenancy
condition report. Two copies have been provided to you.
If you disagree with anything in this report, you should write what you disagree with in the comments section
on Page 6 of the tenancy condition report on both copies and then all tenants should sign both copies of the
report. Section 35(2) of Residential Tenancies Act 1997 requires that you return one copy of the report to
your local housing office within three working days from the date you moved in.
The Residential Tenancies Act 1997, Section 36(1) states “a statement in a condition report under section 35
is conclusive evidence, for the purposes of this Act, of the state of repair or general condition of the rented
premises on the day specified in the report if the condition report is signed by or on behalf of the landlord and
the tenant”.
Moving In Inspection:
Name of Housing Services Officer:
Date of Inspection:
/
/
Date:
/
/
Date:
/
/
Date:
/
/
Date of Inspection:
/
/
Date:
/
/
Date:
/
/
Signed by Housing Services Officer:
Date of Issue to Tenant(s):
/
/
Tenant(s) signature/s:
Tenancy Condition Report returned by tenant:
Moving Out Inspection:
Name of Housing Services Officer:
Signed by Housing Services Officer:
Tenant(s) signature/s:
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CONDITION – Start of Tenancy
ROOM & ITEM
Good
Fair
Poor
N/A
CONDITION – End of Tenancy
Comments
Good
Entrance/passage
Blinds/curtains
Ceilings
Doors
Floor finishes
Light fittings
Power points
Security door
Walls
Windows
Other
Lounge room
Blinds/curtains
Ceiling
Doors
Floor finishes
Heating windows
Insert screen
Light fittings
Power points
Walls
Other
Dining room
Blinds/curtains
Ceiling
Doors
Floor finishes
Insert screen
Light fittings
Power points
Walls
Windows
Other
Bedroom 1
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Fair
Poor
N/A
Comments
CONDITION – Start of Tenancy
ROOM & ITEM
Good
Fair
Poor
N/A
CONDITION – End of Tenancy
Comments
Good
Blinds/curtains
Ceiling
Doors
Floor finishes
Insert screens
Light fittings
Power points
Robes
Walls
Windows
Other
Bedroom 2
Blinds/curtains
Ceiling
Doors
Floor finishes
Insert screens
Light fittings
Power points
Robes
Walls
Windows
Other
Bedroom 3
Blinds/curtains
Ceiling
Doors
Floor finishes
Insert screens
Light fittings
Power points
Robes
Walls
Windows
Other
Bedroom 4
20
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Fair
Poor
N/A
Comments
CONDITION – Start of Tenancy
ROOM & ITEM
Good
Fair
Poor
N/A
CONDITION – End of Tenancy
Comments
Good
Blinds/curtains
Ceiling
Doors
Floor finishes
Insert screens
Light fittings
Power points
Robes
Walls
Windows
Other
Kitchen
Bench tops
Blinds/curtains
Ceiling
Cupboards/drawers
Doors
Exhaust fan
Floor finishes
Insert screen
Light fittings
Power points
Sink/taps
Stove/hotplates
Stove/oven
Tiling
Walls
Windows
Other
Bathroom
Basin
Bath
Blinds/curtains
Ceiling
Doors
Exhaust fan
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Fair
Poor
N/A
Comments
CONDITION – Start of Tenancy
ROOM & ITEM
Good
Fair
Poor
N/A
CONDITION – End of Tenancy
Comments
Good
Floor finishes
Insert screens
Light fittings
Mirror/cabinet
Power points
Shower/screen
Tiling
Towel rails
Walls
Windows
Other
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Fair
Poor
N/A
Comments
CONDITION – Start of Tenancy
ROOM & ITEM
Good
Fair
Poor
N/A
CONDITION – End of Tenancy
Comments
Good
Laundry
Blinds/curtains
Ceilings
Doors
Floor finishes
Hot water service
Insert screen
Light fittings
Power points
Trough/taps
Walls
Windows
Other
Toilet
Ceiling
Door
Floor finishes
Insert screens
Pan/seat/cistern
Toilet paper holder
Walls
Windows
Other
Family room
Blinds/curtains
Ceiling
Door
Floor finishes
Insert screen
Walls
Windows
Other
External
Clothes line
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Fair
Poor
N/A
Comments
CONDITION – Start of Tenancy
ROOM & ITEM
Good
Fair
Poor
N/A
CONDITION – End of Tenancy
Comments
Good
Garage/carport
Gates/fences
Grounds/garden
Letterbox
Outbuildings
Paving
Stairs external
Storage shed
Street number
Other
ADDITIONAL COMMENTS:
24
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Fair
Poor
N/A
Comments