QLD Tenants

Information for Tenants



Your household’s total gross assessable income will be used to calculate your rent subsidy and the rent you will pay.

You will pay rent based on a percentage of your total household's assessable income or the market rent for the property in which you live – whichever is lowest.

Please note that if successfully placed in Community Housing, you will need to pay rent two (2) weeks in advance.

This is a free service for anyone receiving a Centrelink™ benefit and this process is a Compass preferred method of payment.

Post Bill Pay 
A post bill card will be issued to you and is uniquely coded to your tenancy.  This option can be used for any payment on Compass invoices for water or maintenance or your weekly rent payments.

Bank Cheque or Money Order 
A bank cheque or Australia Post money order payment can be made by post or in person at a Branch.  Please note if you post the payment it must be received by Compass on the due day of your payment and must clearly identify the tenant’s name and property address.

Information for BPAY payments are on your Tenant Statement.

Compass will undertake a general income assessment and rent review approximately every six (6) months for all tenants.

If a tenant does not provide information required to calculate their subsidised rent, Compass will charge full market rent until the requested information is received.

Compass must also review its market rents annually to make sure that the rate at which market rent is assessed is in line with current valuations of properties. If we have to adjust the market rent tenants will be given at least sixty (60) days’ notice in writing.

NRAS Tenants

All tenants housed under the National Rental Affordability Scheme are required to participate in an annual eligibility review in order to receive a rebated rent. Tenants who lease under this program their rents will not exceed  80% of the market rent.

If you are successfully placed in Community Housing, you will need to pay four (4) weeks of subsidised rent as bond payment.

Compass Housing requires you to pay this bond when you commence a tenancy.

Tenants can apply with the Department of Housing and Public Works for rental grants and interest-free bond loans.

Bond Loans

A bond loan is an interest-free loan of up to a maximum of four weeks rent for eligible people who cannot afford to pay a full rental bond. It must be repaid.

Rental Grants

A rental grant is a one-off grant of two weeks rent to help meet some of the costs of moving into rental accommodation. A rental grant helps people experiencing a housing crisis. It does not have to be repaid.

  • Further information on Rental Grants - Click Here

The No Interest Loans Scheme (NILS) can provide eligible applicants with interest-free loans.

Usually these loans are between $800 - $1200 over a period of 12 - 18 months, and can help tenants to purchase essential items such as furniture or white goods.

NILS is designed to enable people to access fair, safe and equitable credit for goods and services.

The RentConnect Advisory Service provides practical advice and information on how to find and apply for a suitable property. The service also helps people complete a rental application and links them to local real estate agents and community services.

  • For more information about RentConnect - Click Here

Compass Housing is responsible for carrying out repairs and maintenance to our portfolio of properties.

  • Keep their home and grounds in a clean and tidy condition; and  
  • Report damage or any items that need repair to Compass Housing as soon as possible.

Compass Housing will manage and cover the costs of repairs and maintenance if the damage has been determined to be due to fair wear and tear.

If you have caused damage to the property, Compass Housing will advise you of your responsibilities in paying for the repairs. Your Tenancy Relations Officer Property will contact you to provide several options to rectify the damage:

  • Organising the repairs (to a tradesperson standard); or 
  • Requesting Compass Housing arrange the repairs (this requires an upfront payment for the repairs).

You can request repairs and maintenance at your property via:

Telephone: 07 3896 4700

Email: propertyqld@compasshousing.org

In person:                       
765 Stanley Street, Woollongabba

Office hours:                  
Monday - Friday • 9am - 4:30pm

Compass Housing will assess your request and contact you to discuss your repairs in further detail.

Tenants of NRAS properties have the same rights and obligations as any tenant in the private rental market.

If a tenant believes that an issue requires repairs and maintenance due to fair wear and tear, they can contact Compass Housing to request Compass Housing to manage repairs and maintenance via:

Contacting us via phone or in person:

  • Phone: 0422 616 394
  • In person: 765 Stanley Street, Woollongabba
    Office Hours: 9am - 4:30pm • Monday - Friday

Sending us an Email:

Please ensure you include the following details in your request:

  • Your name
  • Your address & current telephone number
  • A description of the problem
  • Whether you have reported the problem before
  • Photos of the damage
  • When a tradesperson can access the property with you

If a tenant has caused damage to the property, the tenant is expected to arrange the repairs to a tradesperson standard.

Compass Housing Services is committed to ensuring all tenants and applicants have fair and equitable access to its services.

If you are not happy with our service, standards, practices or policies, you have the right to make a complaint.

You may think we are taking too long to get something done or you are not happy with the outcome. You can complain about any part of the service you receive.

We hope that most complaints can be resolved by discussing it with the staff member.  However sometimes this may not be successful or you may not consider it appropriate to do so.

Complaints can be lodged online, in person, over the phone or by email.

Obtain a copy of the Complaint Form from your local branch, Head Office or by downloading a copy.  Make sure you include as much information as possible about your complaint. Anonymous complaints are only investigated in special circumstances.

Lodge the Complaint Form to our Complaints Officer via email at complaints@compasshousing.org or with your Tenancy Relations Officer. Alternatively, complaints may be lodged in person at any of our branches or over the phone.

We will send you a letter to let you know we received your complaint and will start investigating it. We may need to contact you if we need more information.

All complaints will be reviewed independently and all information available at the time of complaint will be considered.

Following the investigation, a formal response will be forwarded to you in writing (generally within 15 working days of receipt of the complaint) informing you of the outcome and explaining the reason(s) for any decision;

To protect the rights and privacy of tenants and staff, we may not be able to tell you the result of the investigation if it involves others.

Compass Housing Services welcomes complaints and views them as a way to improve services and be accountable to tenants.

The following information is important to remember about out complaints and appeals systems:

  • Compass Housing Services will acknowledge your formal appeal and complaint in writing as soon as practicable;
  • You will receive a response within 15 working days of your complaint being lodged with the exception of complaints regarding a privacy issues where a response will be forwarded within 60 days;
  • The process of assessing and completing appeals will take no longer than 28 days from the date of receipt, if a delay is to occur, Compass Housing Services will notify you of the expected timeframe and reasons for this;
  • You have the right to use an advocate or a friend to assist you throughout the process;
  • Complaints received will be recorded in an appropriate manner;
  • Complaint and appeals process will be communicated to applicants and tenants in appropriate formats;
  • Compass Housing Services will respond to all complaints in a confidential, effective, and timely manner.

Not satisfied?

If you are not satisfied with the outcome of your complaint there are a variety of external avenues available. These may include, making an application to the QLD Civil and Administrative Tribunal (QCAT).

Compass does not tolerate unacceptable behaviour and will respond within established policies and procedures and the provisions of the Residential Tenancies and Rooming Accommodation Act. However, when an antisocial behaviour complaint is received, Compass will investigate the allegation, when it has been supported by one or more of the following Police Event Number/s, Incident Diary and a Statutory Declaration.

You can make a complaint about your neighbour by contacting your nearest Branch office or Head Office —but we only involve ourselves if we are required to by law (the Residential Tenancies and Rooming Accommodation Act 2008). You can also contact your local police service to make neighbourhood complaints.

We do not have authority to investigate criminal offences. If your neighbour is physically or verbally harassing you or if illegal substances are being used, report your concerns to the relevant authorities by contacting the Police Link Line (131 444) or your Local Police Command.

Please remember that Compass is not always the most appropriate place to call if you are having problems with neighbours, as our ability to do something about the problem is limited.

Important documents:

Reports of anti-social behaviour of our tenants are dealt by Compass Housing Services seriously and we will thoroughly investigate each incident in a fair and reasonable manner.  Where we can confirm where an incident of anti-social behaviour has occurred appropriate action will be taken.

Please note we will not normally interfere in disputes between neighbours except where required to do so under the Residential Tenancies and Rooming Accommodation Act 2008.

For further information: 

I’m already a tenant of Compass Housing, but I want to transfer to a different property.

Transfers take place when a household cannot live in a property anymore because it does not meet their needs or has become unavailable for them to live in - the criteria for transfers can be accessed here.

Please note that tenants are only able to transfer within their same housing program.

If you believe you are eligible for a transfer and want to apply, you can contact our Support Services Team.

Phone: 07 3896 4700

Email: adminqld@compasshousing.org

Compass Housing is committed to protecting the privacy and confidentiality of personal and sensitive information, collected, known and administered by us.

We will only ever collect personal information directly related to providing tenants with assistance and services.

Please also be assured that the tenant’s personal information (including documents containing personal information) will only be provided to a third-party with either their consent, or where we are required to by law.

In the event of an Emergency:

An emergency may include natural disasters; bushfires; severe weather events; flooding or unnatural disasters such as terrorism, large scale rioting.  In any emergency situation Compass Housing follows directions from the lead response agency and strongly advises all our tenants to do the same.

During an emergency it is important to keep up to date on what’s happening in your area. Your emergency broadcaster is ABC Local Radio or ABC News 24.

Go to your State Emergency Service and Fire Service websites for information on preparing your home for an emergency and emergency action plans.


Compass Housing Services Tenant Handbook - Download
Compass Housing Services Tenancy Management Policy - Download

Our tenant handbook provides information for tenants on how we manage your tenancy, your rights and obligations as a tenant and our obligations as a landlord. Our approach to tenancy management is detailed in our tenancy management policy at the above link. Additional information about our procedures as listed in this tenancy management policy are available on request via email to companydocuments@compasshousing.org or by contacting Compass at 1300 333 733.

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