Ombudsman calls out government inaction on social housing complaint system

THE Victorian Ombudsman has called on the state government to address ongoing concerns with the social housing complaint system, stating the government is yet to take any clear action on the issue.

The move comes almost two years after Ombudsman Deborah Glass tabled an extensive report into the complaint system, labelling it complicated, confusing and under-resourced.

“The systemic issues are not going away. Change is now even more critical, as Victorians grapple with dual housing and cost-of-living crises, increasing homelessness and an evolving social housing landscape,” Ms Glass said.

She said complaints to the Ombudsman had risen by 83 per cent over the past two years, with many social housing residents expressing concerns for their health and safety.

The 2022 report included 17 recommendations, including the introduction of a dedicated Social Housing Ombudsman as a single external escalation point for complaints.

Ms Glass said this could be established quickly and cheaply within the Victorian Ombudsman’s office and would help to create a more equitable system.

Following inaction from the state government, Ms Glass last month released a progress report, noting that while the responsible Department and the Housing Registrar had acted to address most of the recommendations made to them, the seven made to the government remained unfulfilled.

“Like a Royal Commission, I cannot enforce my recommendations,” Ms Glass said.

“Unlike a Royal Commission, I can monitor and table a follow-up report. So, I [have done] so.

“I acknowledge social housing issues are complicated and inter-related. But the complaints issue can be fixed, and the time is now.”

Geelong MP Christine Couzens said: “Every Victorian in social housing deserves to live with dignity, safety and security and it’s absolutely clear that this has not been the case here.

“We welcome the Victorian Ombudsman’s interest in social housing, and all recommendations are being considered alongside the Social Housing Regulation Review’s final report.

“We are improving the processes by which complaints are raised, resourced and addressed, and it is my expectation that this improvement will continue.”