Managing Tenancy Breaches and Disputes

Manage tenancy breaches and disputes with clear steps, fair processes and defensible decisions.

Overview

Tenancy breaches and disputes rarely arrive at a convenient time. They often involve competing accounts, heightened emotions, unclear evidence and the risk of escalation if early steps are missed. Staff are expected to balance fairness, safety, legal obligations and relationship management, often under significant time pressure.

This practical online workshop provides a structured approach to managing breaches and disputes in community housing. Participants will learn clear investigation steps, early intervention techniques, and how to apply person-centred and human-rights-informed practice while following correct RTA and VCAT pathways. The focus is on tenancy sustainment, risk reduction and confident, defensible decision-making.

Why this course matters

• Reduce escalation by responding early and consistently to disputes

• Strengthen defensible practice when evidence is unclear or contested

• Improve staff confidence in managing complaints, allegations and neighbour conflict

• Support compliance with RTA notice requirements and VCAT pathways

• Improve consistency across teams in how breaches are investigated and actioned

• Reduce stress and workload caused by reactive, last-minute breach management

What participants will learn

• A clear step-by-step process for responding to alleged tenancy breaches

• Practical investigation approaches for gathering and assessing evidence

• How to manage competing accounts and incomplete or conflicting information

• Early intervention techniques that reduce escalation and support sustainment

• Applying person-centred and human-rights principles in breach decision-making

• When and how to use breach notices and formal RTA processes appropriately

• Understanding VCAT pathways and preparation steps for dispute resolution

• Tools for making decisions that are fair, proportionate and defensible

Who should attend

• Housing Officers and Tenancy Practitioners

• Tenancy Sustainment Workers

• Team Leaders and Coordinators managing tenancy teams

• Housing Managers and Operations Managers

• Staff handling complaints, neighbour disputes or compliance matters

• Staff involved in VCAT preparation or tenancy enforcement processes

Organisational benefits

• Reduced tenancy breakdown through earlier and more consistent intervention

• Stronger compliance and reduced legal risk in breach management

• Improved documentation and defensible decision-making

• Fewer escalations and reduced demand on senior staff and managers

• Improved renter outcomes through fairer, clearer dispute resolution processes

What participants will receive

• Practical investigation and early intervention tools

• Clear guidance on RTA and VCAT steps and decision points

• Frameworks for assessing evidence and making proportionate decisions

• Strategies for handling high-emotion disputes and competing accounts

• Certificate of completion for professional development

Facilitator - Charlotte Timmermans

Charlotte has 15 years’ experience in both the private and community housing sector. She is passionate about social justice and working to provide access to safe and affordable housing for all. Her experience in community housing includes front-line tenancy management and leading a team to deliver supportive housing programs, including the Homelessness to Home and Homes for Families Programs.

At CHIA Vic, Charlotte helps community housing organisations by providing practice guidance, coordinating peer learning, and creating practical resources to support continual service improvement.