Managing Rent Arrears

Manage rent arrears early and calmly – with clear steps that support sustainment and reduce escalation.

Overview

Rent arrears can build quickly, and by the time they are visible in the system, staff are often managing frustration, financial stress and the risk of a tenancy breaking down. Practitioners need to act early, communicate clearly and follow legal requirements under the Residential Tenancies Act, while still maintaining a workable relationship with the renter.

This practical online workshop provides a structured approach to arrears management, focusing on early intervention, effective conversations, assessing repayment capacity and setting realistic repayment plans. Participants will strengthen their confidence in applying the RTA correctly and responding in ways that support tenancy sustainment and reduce unnecessary escalation.

Why this course matters

• Improve early intervention practice and prevent arrears from escalating

• Reduce tenancy breakdown risk through clearer, more consistent arrears pathways

• Strengthen staff confidence in difficult money-related conversations

• Support compliance with RTA requirements and renter rights

• Improve consistency in repayment plan decisions across teams

• Reduce stress and uncertainty for both renters and staff

What particpants will learn

• A clear step-by-step arrears response process from early contact to follow-up

• Common drivers of arrears and how to identify risk early

• Practical techniques for calm, respectful arrears conversations

• Questions and tools for assessing repayment capacity realistically

• How to negotiate, document and monitor workable repayment plans

• When and how to link renters with financial counselling and support services

• RTA requirements, notice processes and renter rights relating to arrears

• Strategies for balancing sustainment-focused practice with compliance obligations

Who should attend

• Housing Officers and Tenancy Practitioners

• Arrears and Income Management Staff

• Tenancy Sustainment Workers

• Team Leaders supervising frontline tenancy teams

• Housing Managers and Operations Managers

• Staff involved in notices, compliance and arrears escalation pathways

Organisational benefits

• Reduced arrears escalation and fewer high-risk tenancy interventions

• Improved consistency in arrears decisions and repayment plan approvals

• Stronger compliance confidence and defensible documentation

• Increased staff capability to manage challenging conversations effectively

• Improved tenancy sustainment outcomes and reduced eviction-related workload

What participants will receive

• Practical arrears management tools and conversation frameworks

• Guidance for assessing repayment capacity and negotiating plans

• Clear process steps aligned to early intervention and sustainment practice

• Strategies for monitoring and follow-up that reduce repeat arrears

Facilitator - Brett Wake

Brett has extensive experience in Community, Social and Affordable housing across the nonprofit sector and Government. He is a past CEO of the Community Housing Federation of Victoria and founding board member of CHIA (Vic). Brett was an executive manager with Community Housing Limited and more recently worked with Homes Victoria as Director Community Housing.