Property Access and Home Visits

Plan and complete home visits with confidence – clear steps, safer practice and fewer surprises.

Overview

Property access can be one of the more challenging parts of tenancy work. Staff need to balance legal requirements under the Residential Tenancies Act, renter expectations, time pressures and safety considerations, often in complex or unpredictable situations. When access is refused or issues arise onsite, the risk of conflict and escalation increases quickly.

This practical online workshop provides clear guidance on managing property access and conducting effective home visits. Participants will learn how to issue entry notices correctly, plan and complete inspections safely, respond to refusals, and approach visits in a way that is respectful, and aligned with legal requirements.

Why this course matters

• Reduce risk and uncertainty when access is refused or disputed

• Strengthen compliance with RTA property access and notice requirements

• Improve staff safety through clearer planning and on-site processes

• Reduce conflict by making visits more predictable and respectful

• Strengthen consistency across teams in how inspections and visits are handled

• Improve renter relationships by using home visits as an engagement opportunity

What particpants will learn

• When inspections, property visits and safety checks are required in practice

• RTA rules for access, including entry reasons, notice periods and required content

• Step-by-step processes for issuing and managing entry notices

• Practical approaches for preparing for home visits and managing expectations

• Strategies for responding to refusals and knowing what to do next

• Approaches for conducting visits in a respectful, renter-focused way

• Safety planning and risk checks before, during and after a visit

• Documentation tips to support defensible decision-making and follow-up actions

Who should attend

• Housing Officers and Tenancy Practitioners

• Property and Maintenance Staff

• Community Housing Workers conducting inspections or visits

• Team Leaders supervising tenancy and property teams

• Staff involved in compliance inspections and safety checks

• Anyone required to enter properties as part of their role

Organisational benefits

• Improved compliance with entry notice requirements and inspection processes

• Reduced escalation and complaints linked to property access

• Increased staff confidence and safer home visiting practice

• Stronger documentation and defensible follow-up actions

• More consistent practice across teams and housing portfolios

What participants will receive

• Practical steps and checklists for property access and home visits

• Guidance on notices, refusals and follow-up pathways

• Tools to support safe and respectful inspections

• Realistic strategies for managing challenging access scenarios
  

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.