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Department of Human Services

South Australian Housing Trust

Home visits policy

Housing SA uses home visits to:

  • build relationships with the tenants
  • identify and respond to any support needs that tenants and members of their household may have
  • improve the way Housing SA manages tenancies.

Exceptions to home visits

All Housing SA tenants receive a home visit, except if:

  • they’re on eviction status
  • they’re housed on the progressive purchase scheme
  • they’re housed in a joint venture property
  • the property has been leased to a metropolitan-based domestic violence service
  • the property is in the Homelessness supportive housing program
  • the property is in a Specialised Housing Program.

Organisations that lease properties from Housing SA will have their own policies around visiting tenants at home.

Lease review

    A lease review is considered a home visit for people who:

  • are on a Direct Lease, Short Term lease or probationary lease agreement
  • are on a one year fixed term lease agreement
  • are in the final year of a 2, 5 or 10 year fixed term lease agreement
  • have moved from a probationary lease to a fixed term lease agreement in the last six months.

Attending an appointment

Housing SA will provide tenants with at least 7 days’ but no more than 14 days’ written notice of a home visit appointment.

Tenants who are unable to attend the appointment can do either of the below:

  • contact Housing SA to reschedule
  • nominate a third party, also known as a proxy, to attend on their behalf.

If the tenant wants to nominate a proxy to attend on their behalf, they must:

If a tenant doesn’t provide access to the property, or any part of the property, Housing SA may take action through the South Australian Civil and Administrative Tribunal to get access to the property.

Rescheduling a home visit

Home visits can be brought forward by up to 6 months or postponed for up to 3 months if any of the below apply:

  • the tenant is unavailable due to a medical operation or period of hospitalisation
  • the tenant will be away from the property for a significant period of time – eg interstate
  • the tenant or occupant is excluded under the terms of an Interim Intervention Order
  • a home detention application outcome is pending.

During a home visit

Housing SA staff will wear identification at home visits and tenants may ask to see it. Tenants may be asked to provide identification at the time of the home visit.

During the home visit Housing SA will:

  • explain the purpose of the visit to the tenant
  • give the tenant a chance to talk about any concerns they might have about their tenancy
  • inspect the yard and all rooms in the property to make sure they are kept in a good condition
  • talk to the tenant about their obligations under their lease agreement, also known as the Conditions of Tenancy
  • ask about the whereabouts and wellbeing of any children aged five and under who are known to live at the property if they aren’t there during the home visit
  • report any known breaches of an intervention order to the police
  • identify and report to Housing SA Maintenance any health and safety maintenance issues, including checking smoke alarms and reporting it if they aren’t working
  • identify if the tenant or a household member may be vulnerable or at risk, and needs support
  • collect any information regarding the tenancy or the property that Housing SA needs - eg extra persons, overcrowding.

Frequency of home visits

Housing SA home visits happen at least once every 12 months. Tenants may receive a home visit more often than this to help manage any tenancy or support issues, if they’re included on an intervention order or if the tenant has recently been transferred.

Related laws, policies and documents

Controlling documents

This policy is based on and complies with:

Supporting guidelines

  • Home visit guidelines v 1

Related policies and other documents

Date this policy applies from

15 August 2017

Version number


The online version of the policy is the approved and current version. There is no guarantee that any printed copies are current.

State Government of South Australia © Copyright DHS [sm v5.4.7.1] .

Provided by:
SA Department for Human Services
Last Updated:
05 Jul 2018
Printed on:
23 Mar 2019
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