We love getting feedback about what works for you as much as we appreciate hearing about the things you are not happy with. If our staff have exceeded your expectations, you find a process helpful or have an idea for a resident program, let us know. It helps us to build on our strengths.
You can provide feedback by filling out our online feedback form.
Let us know how we can improve
We acknowledge we don’t always get it right. You may be confused by our processes, upset about how we have communicated with you, or feel dissatisfied with how we have managed something to do with your home.
There is a process for letting us know if you are concerned about our service or about your home.
Talk to us
We encourage our tenants to discuss any concerns or problems with their Tenancy Manager in the first instance.
If you aren’t satisfied with the conversation you have with the Tenancy Manager or you are not comfortable talking with them, you can ask to speak with the Team Leader.
Make a complaint
Once you have discussed your concerns with the Tenancy Manager or Team Leader, you can make a complaint if you are still concerned.
Here’s how to lodge a complaint
- Fill out our online feedback form
- Email email@example.com
- Ask us to post you a form. Send to PO Box 5124, Chatswood West NSW 2067
- Phone 13 14 21, or direct lines or mobile numbers
- In person, using the feedback form at one of our offices
- At an off-site location (for example, at an event)
Link Wentworth will acknowledge the complaint within two (2) business days of receiving it. A team leader or manager will read your complaint, review any records we have about the matter, the investigation will be completed within 15 business days and a written response will be provided.
I’m not happy with the outcome of my complaint
If you are not satisfied with the way the team has responded to your complaint, you can seek to have the decision formally reviewed. Some decisions can be appealed by lodging an appeal with Link Wentworth—see below for our appeals process. If your complaint is not an appealable decision, you can seek to have your complaint escalated for further review by a more senior staff member.
How to make an appeal to Link Wentworth
You can make an appeal if you believe that a decision made by Link Wentworth in relation to tenancy, housing assistance or an application is unfair or incorrect. It is different to a complaint.
Here’s how to lodge an appeal
- Fill out our online appeals form.
- Ask us to post you a form. Send to to PO Box 5124, Chatswood West NSW 2067
- Phone us on 13 14 21 and we can fill in the form out on your behalf
- In person, using the appeals form at one of our offices
There is a two-stage appeals process. The appeal is first reviewed internally by a senior member of Link Wentworth who was not involved in the original decision. They will review the original decision and look at our policy, your information, and any new information you may wish to present. You will be advised of the outcome. This is called a First Tier Appeal.
Link Wentworth will acknowledge the appeal within two (2) working days of receiving it. A team leader or manager will read your appeal, review any records we have about the matter, the investigation will be completed within 15 working days and a written response will be provided.
If you don’t agree with the outcome, you can have the matter reviewed externally by the independent NSW Housing Appeals Committee (HAC), this is a Second Tier Appeal. The HAC deals with appeals on decisions about services provided by community housing providers such as Link Wentworth.
If the matter relates to your tenancy, such as repairs and maintenance, you can make an application to the NSW Civil and Administrative Tribunal (NCAT). NCAT is the main forum for resolving tenancy disputes between landlords and tenants in New South Wales. Following are links for further information:
- NSW Civil and Administrative Tribunal (NCAT) call 1300 135 399 or visit their website.
- Department of Fair Trading call 13 32 20 or fill out the online form by clicking this link.
You can also ask for advocacy and support through the NSW Tenants Union and local services. Contact details are available on the Link Wentworth website or at our offices.
Read our Appeals Policy on our Resources, Policies and Forms Page