Rent Setting in Community Housing

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.