Make rent setting clearer, more consistent and easier to explain to renters.

Overview

Rent setting is a high-impact part of community housing work, but it can be complex. Different programs, funding streams and compliance requirements mean rent calculations are not always straightforward, especially when income types and allowances vary. Small errors can lead to confusion, complaints and compliance risk.

This practical online workshop provides clear guidance on rent setting across Victoria’s social and affordable housing programs. Participants will build confidence in applying rent models, assessing income accurately, calculating service charges, and responding to rent-related concerns. The focus is on consistency, defensible decision-making and clear communication with renters.

Why this course matters

Reduce errors that can lead to complaints, arrears or compliance issues
Strengthen consistency in rent setting across teams and programs
Improve confidence when interpreting program rules and income types
Support fair, transparent rent decisions that can be clearly explained
Strengthen processes for rent reviews, adjustments and appeals
Improve renter trust through clearer communication about rent outcomes

What particpants will learn

Rent-setting models used across Victorian social and affordable housing programs
Practical steps for assessing income, allowances and household changes accurately
Approaches for calculating rent and applying relevant caps and rules
How service charges fit within rent-setting and billing processes
Rent review processes and common triggers for reassessment
How to respond to renter questions, disputes and rent-related complaints
Practical options for managing rent appeals and supporting defensible outcomes
Tools for improving consistency and reducing second-guessing in rent decisions

Who should attend

Housing Officers and Tenancy Practitioners
Rent Review and Income Assessment Officers
Housing Support and Intake Staff involved in rent processes
Team Leaders overseeing rent setting and compliance
Housing Managers and Operations Managers
Staff involved in rent complaints, reviews or appeals

Organisational benefits

Improved accuracy and compliance in rent setting and reviews
Reduced complaints and escalations linked to rent decisions
Stronger consistency across programs, portfolios and staff teams
Reduced financial risk through clearer assessment processes
Increased staff capability and confidence in complex rent calculations

What participants will receive

Practical guidance for applying rent models and program rules
Step-by-step approaches for income assessment and rent calculation
Tools for managing rent reviews, complaints and appeals
Communication tips and renter-friendly explanation language
Certificate of completion for professional development

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.

Contact the host of Rent Setting in Community Housing