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.

Contact the host of Managing Tenancy Breaches and Disputes