At Veritas House, we are committed to delivering high-quality, responsive services that are inclusive, respectful, and client-focused. We believe everyone deserves a safe, secure, and affordable place to live. Our Community Housing program supports vulnerable children, young people, families, and carers by providing housing that helps them build stable and fulfilling lives.
We offer Social housing – for those who can’t access housing through the private market.
What You Can Expect From Us
- Quality Service: Prompt responses to calls, emails, and enquiries.
- Courtesy & Respect: We treat everyone with dignity.
- Fairness & Equity: Services are delivered inclusively and accessibly.
- Accountability: Clear communication and transparency in decision-making.
- Confidentiality: Your personal information is handled with care and responsibility.
If you would like to access our Tenant Handbook you can access it below, or individual documents are available.
Tenant Documents
Tenant Rights and Responsibilities
At Veritas House, we believe that safe, respectful, and supportive housing starts with clear expectations and mutual understanding. Our tenants are at the heart of everything we do, and we are committed to upholding their rights while encouraging responsible tenancy.
Your Rights as a Tenant
As a tenant with Veritas House, you have the right to:
- Be treated with dignity, respect, and fairness—regardless of your background or circumstances.
- Live in safe, secure, and affordable housing that meets health and safety standards.
- Receive clear communication about your tenancy, including your rights and responsibilities.
- Have your privacy respected and your personal information kept confidential.
- Participate in decisions about your housing and provide feedback or lodge complaints.
- Access support services and interpreters where needed.
- Enjoy quiet use of your home and receive proper notice before inspections or visits.
- Request repairs and expect them to be completed in a reasonable timeframe.
Your Responsibilities as a Tenant
To help maintain a positive and respectful living environment, tenants are expected to:
- Treat neighbours, staff, and contractors with courtesy and respect.
- Maintain the property in a clean and safe condition, including gardens and common areas.
- Report repairs or damage promptly and take reasonable steps to prevent further issues.
- Pay rent and water charges on time and notify us of any changes to your income.
- Avoid illegal activity, anti-social behaviour, or harassment of others.
- Seek written approval before having additional occupants or pets.
- Engage with your support worker and participate in case planning and program goals.
Feedback, complaints and appeals
At Veritas House, we value your feedback and are committed to providing fair, transparent, and responsive services. If you're unhappy with a decision or the service you've received, you have the right to raise a complaint or lodge an appeal.
What’s the Difference?
Complaint: Dissatisfaction with our service, practices, or policies.
Appeal: A request to review a decision made by Veritas House that you believe is unfair or incorrect.
How to Lodge
You can submit a complaint or appeal:
- Speak to us | either in person or by calling 1300 011 1973
- Email us | at contact@veritashouse.org.au
- Write to us | at PO Box 941, Bathurst NSW 2795
- Complete the Feedback and Complaints form on our website |
- Complete the Complaints and Feedback form at a Veritas House office | this form can be passed onto any Veritas House staff member
What to Expect
- You can remain anonymous and request an interpreter
- You may seek help from a support person or advocate
- Your matter will be handled professionally, fairly, and confidentially
External Complaints
For external complaints, contact the NSW Registrar of Community Housing at form.nrsch.gov.au.
For appeals, contact HAC at www.hac.nsw.gov.au or call 1800 629 794.
Need help? Speak with the housing team on 1300 011 973, or visit us at 98 Keppel Street, Bathurst.
Access, eligibility and rent
Veritas House provides secure, affordable housing through the NSW Housing Pathways system, designed for individuals and families on low to moderate incomes. Eligibility is based on factors such as residency, income, housing need, and ability to maintain a tenancy. Applicants must generally be 18 years or older, though exceptions may apply for younger individuals who meet specific criteria.
Once eligible, applicants are added to the NSW Housing Register and may be offered housing based on priority needs and property suitability.
Rent is calculated using a percentage of household income and Commonwealth Rent Assistance entitlements. Most tenants pay between 25–30% of their gross income, ensuring affordability while maintaining access to safe and stable housing.
For more information or to apply, visit the Housing Pathways website.
EXITING A TENANCY
Leaving your Veritas House property—whether by choice or due to program requirements—can be a big step. We’re here to support you through the process and help you transition smoothly. Whether you're preparing for private rental, moving into social housing, or exiting for personal reasons, it’s important to understand your rights and responsibilities.
We’ve created a series of helpful resources to guide you through:
- Transitioning to Exit Fact Sheet: Tips on saving, gathering references, and preparing for future rentals.
- Leaving Home Fact Sheet: What to do before you move out, how to avoid extra costs, and how to get your bond back.
- Notice to Terminate Residential Tenancy Agreement
caring for your property
Looking after your rental property is essential for maintaining a safe, comfortable home and ensuring a positive tenancy experience. At Veritas House, we’re committed to supporting tenants with practical advice and clear expectations to help you feel confident in managing your home.
Caring for your property means more than just keeping it clean—it’s about creating a healthy living environment, preventing costly issues, and protecting your bond. From regular maintenance and proper waste disposal to preparing for inspections and reporting repairs early, small actions can make a big difference.
We encourage all tenants to review our Caring for Your Property fact sheet for top tips on how to maintain your home throughout your tenancy. If you have questions or need support, our friendly housing team is here to help.
repairs and maintenance
At Veritas House, we’re committed to providing safe, well-maintained homes for all tenants. If something breaks or needs attention, we offer a responsive repairs service to keep your property in good condition.
How to Report Repairs
For non-urgent repairs, contact us by:
- Completing the Repairs and Maintenance Form on our website
- Emailing contact@veritashouse.org.au
- Calling your local office during business hours
- Contacting our after-hours emergency line for urgent issues only
Emergency Repairs
An emergency repair is any issue that poses an immediate risk to health, safety, or security, or could cause significant damage to the property. Examples include:
- Burst water pipes
- Dangerous electrical faults
- Serious flooding or storm damage
- Failure of essential services (e.g. hot water, heating, cooking)
- Locked out situations (note: locksmith costs may be passed on to the tenant)
If an emergency occurs outside of business hours, call your local office immediately during business hours, or the after-hours emergency line provided by Veritas House outside of business hours.
Your Responsibilities
Tenants are expected to report issues promptly, allow access for repairs, and maintain their property. Minor repairs like replacing light bulbs or lost keys are your responsibility. If damage is caused by neglect or misuse, you may be charged for repairs.
All repairs are completed by qualified and licensed professionals. Whether your home is owned by Veritas or leased through the private market, we’ll ensure repairs are managed appropriately.
ACCESS AND INSPECTIONS
At Veritas House, we respect your right to peace, comfort, and privacy in your home. There are times, however, when we may need to access your property—for example, to carry out repairs, conduct inspections, or respond to safety concerns.
We will always provide appropriate notice before entering your home, in line with the NSW Residential Tenancies Act 2010. Notice periods vary depending on the reason for access, and we encourage tenants to review the Property Access and Inspections Fact Sheet for a full breakdown of notice requirements.
Access may occur for reasons such as:
- Routine property inspections
- Repairs or maintenance
- Health and safety concerns
- Smoke alarm servicing
- Property valuations or advertising
- Showing the property to prospective tenants or buyers
In emergencies or if the property is abandoned, Veritas House may enter without prior notice. If access is refused, we may seek an access order through the NSW Civil and Administrative Tribunal (NCAT).
SHARED HOUSING HARMONY
Living in shared housing can be a rewarding experience — but it also comes with responsibilities. At Veritas House, we support young people to live safely and respectfully with others, helping build the skills needed for long-term independent living.
Our Shared Housing Harmony Fact Sheet offers practical tips on:
- Managing utilities and shared expenses
- Keeping communal areas clean and secure
- Respecting privacy, boundaries, and cultural differences
- Handling visitors and maintaining a safe environment
- Understanding our zero tolerance policy for unsafe behaviour
Whether you’re new to shared living or looking to improve your household dynamic, Veritas House is committed to helping you thrive in your home and community.
LIVING IN A COMMUNITY
At Veritas House, we believe that being a good neighbour is part of being a great tenant. Living in a community means respecting those around you, taking care of your space, and contributing to a safe and welcoming environment.
Whether you’re in a unit, townhouse, or standalone home, your actions impact others. From managing noise and rubbish to being mindful of visitors and shared spaces, small efforts can make a big difference.
Tenants can read our Living in a Community Fact Sheet for practical tips on:
- Maintaining your property and bins
- Understanding noise and strata rules
- Respecting neighbours and managing guests
- What to do if you receive or need to make a complaint
RENT ARREARS
Paying rent on time is a key part of your tenancy at Veritas House. Not only does it help us continue providing affordable housing to young people, but it also builds your rental history—an important part of your future housing journey.
If you fall behind in rent, we’ll work with you to resolve the issue. Our process includes:
- Friendly reminders
- Formal warning letters
- Support to set up a payment plan
- Referral to services that can help with financial or personal challenges
If arrears continue, we may need to take further action under the Residential Tenancies Act, including issuing a Notice of Termination or applying to NCAT.
We’re here to help—please reach out early if you’re struggling to keep up with rent.
Terminating a tenancy
This notice is completed by the Landlord/Agent in order to terminate a tenancy agreement.
transitioning to exit
A large proportion of our products are transitional housing, with the aim of preparing you to be a competitive rental or flatmate seeker. It's important therefore for you to prepare early to secure your next home.
All of our policies are available upon request.
Please email contact@veritashouse.org.au or call 1300 011 973 for any community housing related matters.