Welcome to Renter Resources

Signing Your Lease

The first step in starting your tenancy is signing your Residential Rental Agreement (lease). This document explains your rights and responsibilities as a Unison renter, including:

• How long your lease is
• How much rent you’ll pay
• How often you need to pay rent.

Paying Bond & Rent in Advance

After you sign and give back your lease to Unison you’ll need to pay a bond and rent in advance. Bond is usually four weeks of rent, but it can be different depending on your property. For example, if you live in a rooming house, you’ll pay two weeks of rent as bond. It’s best to have this money ready before you move in. If not, you can submit a Bond Loan Application through Housing Victoria. The rent you need to pay is normally two weeks in advance.

Condition Report

After signing your lease you’ll get a Condition Report, a document showing you what your home looks like. This helps Unison know if anything is broken or damaged when you move in and gives you a chance to report any problems. Please sign and give back the report within 10 days of moving in. It’s important to keep a copy of this document for yourself.

Setting Up Bills

Getting water and other services– like electricity and gas – set-up depends on your home. Your Place Manager or Allocations Place Manager (Unison staff) will explain what you need to do before moving in. It’s important that you set aside money for these bills, as well as rent. Your Place Manager can give you some tips on how to do this.

Keys & Fobs

After signing your lease, you’ll get a key or fob. Your fob works like a key, allowing you to get into your building, common areas and your home. To keep your home secure, it’s important not to give your fob to other people or let strangers in the building. Always keep your key or fob in a safe space in your home, or tucked away in your bag if you’re travelling with it.

Replacing a lost or stolen fob: If you lose your key or fob, you’ll need to pay to get a new one. If you get locked out during Unison opening hours, you can travel to a nearby office to get a new fob. If you get locked out outside of Unison opening hours, you can call our maintenance number which is 1800  864 766.  You will need to cover the cost of organising someone to let you in.

Staying on top of your finances is important, especially when things are getting more expensive. A few habits can make a big difference to your budget.

Keeping Your Bills Low

Paying for thinks like gas, electricity and water can be hard, especially when prices go up. Here are some easy ways to help you keep your bills low:

Electricity & Gas

• Switch off and unplug appliances when you’re not using them. Even if they’re on standby, they use power.
• Turn off lights in rooms you’re not in.
• Layer up with warm clothes before turning on the heater.
• Use heating and cooling wisely: close doors to unused rooms, keep curtains closed in summer to block heat, and open them in winter to let the sun in.
• Turn off heating and cooling overnight or when you’re not home.
• Air-dry clothes instead of using a dryer.
• Use energy-saving settings on appliances like washing machines and dishwashers. Wash in cold water and only run full loads.
• Cook efficiently by using lids on pots and pans, and let hot food cool before putting it in the fridge.
• Check for drafts and block gaps under doors or windows with door snakes or rolled-up towels.
• If you have a smart meter, check your usage regularly to see where you can cut back.

Water

• Keep showers short, under 4 minutes is best.
• Turn off the tap while brushing your teeth or washing dishes.
• Report leaks or dripping taps to your maintenance team.

Getting Help With Money

If your financial situation changes or you’re finding it hard to keep up with bills or rent, please speak with your Place Manager. They can:

• Help set up a payment plan
• Refer you to a Victorian Financial Counsellor – someone to help you manage your money. They give free advice to help you understand your options and deal with debt.
• Connect you with support services or energy-saving programs.

You can also find support through Ask Izzy, a free website that helps you locate services like food, housing, money help, and counselling. If you’re with Telstra or Vodafone, you can access it on your phone even without credit or Wi-Fi, just visit Ask Izzy.

If you’re struggling with money now, call the National Debt Helpline on 1800 007 007 or visit ndh.org.au.

It’s always better to reach out early – your Place Manager is here to help you stay on top of things and avoid stress.

Fire Alarms

Every Unison home has a fire alarm that gets checked regularly. Please don’t take out the batteries or try to fix it yourself. This can be dangerous for you and your neighbours. If your fire alarm isn’t working, call your maintenance team.

If you accidentally set off your smoke alarm (like from cooking):

• Open a window or balcony door to let smoke out.
• DO NOT open your front door, as this may set-off the property common area alarm, which calls the fire brigade.

Please note: False alarms can lead to fire service charges and may affect your tenancy, so please be careful.

Fire Safety Evacuation Plan

If you live in a Unison building with more than one level, there’s a Fire Safety Plan to help you know what to do if there’s a fire. You’ll find posters in shared areas showing the plan and photos of your Fire Wardens. Please take a moment to look at them and make sure you know:

• Where the exits are
• Where to go in an emergency (evacuation meeting point)
• Who your Fire Wardens are.

In the event of a fire, call 000 right away and be ready to give your address. Follow any directions from emergency services or Unison staff.

Security

Your safety is important to us. Unison helps keep your property secure by:

• Making sure apartments and lifts are fob or key protected
• Checking security systems regularly
• Working with Victoria Police and other partners to keep the community safe.

You also play a role in keeping yourself, your family and neighbours safe. Here are some tips:

• Be careful who you tell where you live
• Only invite people you trust into your home
• Don’t give your key or fob to anyone who doesn’t live in your home
• Lock your door when you leave
• Keep walkways in your home clear, in case of an emergency
• Put sharp items (like needles, knives, scissors) stored away or in a container
• If someone won’t leave your home or you feel unsafe, call 000.

CCTV

Some Unison properties have CCTV (security cameras) in common areas to help protect renters, visitors, staff, and the property. If a crime happens, footage can only be shared with Victoria Police as part of an investigation. Under privacy laws, Unison cannot share footage with renters or visitors. Contact Victoria Police on 131 444 to ask for footage.

Unison communities include people from many different backgrounds and lifestyles. Everyone has the right to feel safe and enjoy their home.

What’s Acceptable

Some everyday noise and activity is normal in a community, including:

• Babies crying or children playing
• Gardening, power tools and construction during the day
• Movement at unusual hours (e.g. shift workers)
• Smells from cooking or cleaning.

What’s Not Acceptable

Behaviour that causes fear, distress, or harm to others is not okay. This includes:

• Loud music, shouting, or noisy pets – especially late at night
• Bad smells from garbage, chemicals, or dust
• Abusive language, threats, violence, or illegal activity. If you see or experience serious behaviour like this, report it to Crime Stoppers on 1800 333 000, or call 000 if you feel unsafe.

Resolving Issues with Neighbours

Sometimes problems happen between neighbours. If something is bothering you, it’s best to deal with it early, especially if it affects your comfort or safety.

• Step 1: Talk to Your Neighbour
  If you feel safe, try talking to your neighbour. They might not know they’re causing a problem. A calm and friendly chat can fix things quickly. If you feel unsafe, stop the conversation and walk away.
• Step 2: Speak with Your Place Manager
  If the problem continues or you don’t feel comfortable speaking with your neighbour, contact your Place Manager. They can help you solve your problem with your neighbour. When reporting an issue, it helps to write down. This helps us respond better. Please record:
  • Time, date and place
  • What happened and who was involved
  • How often it happens.

Unison’s Response Timeframes

If someone’s behaviour is unsafe or illegal, please report it:

• Police (emergency): 000
• Crime Stoppers (anonymous reports): 1800 333 000

Your safety and wellbeing matter. Please reach out if you need support.

Taking care of your home helps keep it comfortable and safe. Here are some important things to keep in mind:

Keeping Your Home Clean

Cleaning your home helps keep you healthy, and makes it a comfortable place to live. It also helps prevent pests and mould.

Here are some simple ways to keep your home clean:

• Clean up after meals and put food scraps in the bin
• Wash dishes, cutlery, and cookware regularly
• Take out the rubbish regularly
• Wipe down benches, cupboards, and other surfaces
• Keep floors clear of food and mess
• Clean your bathroom often.

Please note: while you’re responsible for cleaning your own unit, Unison looks after shared spaces like hallways, gardens and outdoor areas.

Mould

Mould – a type of fungus – grow in damp areas, especially when it’s cold. Things like cooking, showering, and drying clothes indoors can make the air wet and lead to mould.

To help prevent mould:

• Open windows and doors to let fresh air in
• Use exhaust fans while cooking or showering
• Wipe water off windows, sills, and walls
• Don’t put mattresses on the floor
• Leave space between furniture and walls to help airflow
• Hang washing outside and put away only when fully dry.

If you do see mould, clean it as soon as possible. White vinegar is safe and works well, especially for painted surfaces:

• Mix vinegar and water (1 part bleach to 1 part water)
• Apply with a spray bottle, sponge, or cloth
• Let it sit for a few days, then wipe with soapy water.

You can also use bleach (1 part bleach to 3 parts water). Always wear gloves, a mask, and eye protection when cleaning mould.

If the mould doesn’t go away, please report it to your Place Manager.

Please note: Most of the time you’ll need to remove mould yourself, or pay to remove mould if it’s a serious case. If mould is caused by the property, Unison will pay to have the mould removed.

Bins & Recycling

All Unison properties have either a shared bin chute or wheelie bins for rubbish and recycling. Please use the correct bins and make sure your rubbish is thrown away properly. Recycling helps protect the environment. Check the City of Melbourne Recycling Guide to see what can and can’t go in the recycling bin.

Pets

Pets can sometimes cause damage to your home, so it’s important to let your Place Manager know before getting one. If you’re thinking about getting a pet, ask for a Pet Application Form from your Place Manager. If you have a pet when you move in, make sure your Place Manager knows about it.

Pest Control

Pests like cockroaches, rats, or bedbugs can damage your home and affect your health. They’re often show up in unclean places or when brought in through used furniture or guests.

To help prevent pests:

• Keep your kitchen and bathroom clean
• Wipe down surfaces and clean up food spills
• Check second-hand furniture before bringing it inside.

If you notice pests, contact your Place Manager as soon as possible. They’ll help you figure out what to do next.

Please note: Most of the time, you’ll need to pay for pest removal.  For more info, see our policies and procedures.

Maintenance

Looking after your home is a shared responsibility between you and Unison. Please report any maintenance issues as soon as you notice them, especially if they affect your safety or the safety of other renters.

Urgent Repairs

Urgent repairs are issues that affect your safety or security, like a burst water pipe, broken toilet, or gas leak. These are attended to within 24 hours.

• Make Room, Social & Affordable Housing Renters: Call 1800 864 766 (available 24/7)
• Transitional Housing & Kensington Public Housing Renters: Call (03) 9688 8300 or 131 172 after hours

Non-Urgent Repairs

Non-urgent repairs aren’t an urgent safety risk and are usually resolved within 14 days. Examples include broken curtain rails or chipped plaster.

• Make Room, Social & Affordable Housing Renters: Call 1800 864 766 or submit a maintenance request
• Transitional Housing & Kensington Public Housing Renters: Call (03) 9688 8300

Please note: Unison does not repair personal items like TVs or fridges.

Property Modifications

Please don’t install anything, change locks, or make any changes to your home without asking Unison first. If you’d like to make changes, speak with your Place Manager. They can help you explore options, get quotes, and organise a tradesperson if the modification is approved.

Renter Responsibilities

As a renter, you’re responsible for basic upkeep of your home, like:

• Replacing light globes
• General cleaning
• Pest control
• Looking after your garden.

Please note: If you’re unable to manage these tasks due to a health condition or disability, please speak with your Place Manager.

Maintenance Tips

Before calling for help, try these things first:

• Electrical problems: Try another appliance in the same plug, check your switchboard, or ask a neighbour if there’s a power outage.
• Lighting: Replace the bulb with a new or working globe.
• Leaks: Put a bucket or container under the drip to prevent damage until help arrives.

If the issue continues, contact your Maintenance Team using the numbers above.

For more info, including what counts as urgent or non-urgent maintenance, visit our maintenance page.

Property Inspections

Unison checks homes regularly to make sure they’re safe and in good shape. The first inspection happens at the first 3 months of your tenancy; then 6 monthly after that. They may happen more often depending on your housing type or situation.

You’ll receive a text message 1–2 weeks before your inspection.

To make things easier, report any maintenance issues as they happen – don’t wait for the inspection. This helps us fix things early and keeps your home safe and comfortable.

If you’re planning to move out, here are some steps to make it easy for you, Unison and the next renter.

Giving Notice

Let Unison know ahead of time if you’re planning on moving out. How much notice depends on your housing type:

• Rooming house renters: 7 days’ notice
• All other renters: 14 days’ notice.

Ending Your Tenancy

To officially end your tenancy, you’ll need to let your Place Manager know and also fill-in a Tenancy Termination Form.  When you end the tenancy you will need to provide the required notice which is normally two weeks. Your Place Manager will give you a vacating checklist to guide you through what needs to be done before you leave, including cleaning and returning all keys or fobs.

Removing Your Belongings

Make sure you take everything with you when you move out. You’ll be asked to confirm that nothing has been left behind. If you leave things, they may be treated as abandoned goods and thrown away or stored.

Unison helps renters, people accessing homelessness support and property owners. These people (our customers) are at the heart of everything we do.

You can expect that:

• We’ll do what we say we will do, when we say we will do it
• We’ll listen and respond
• We’ll try to fix things quickly, and keep in contact
• We’ll be flexible and find solutions that work for everyone involved
• We’ll be respectful and open
• We’ll build strong relationships.

Our Values

We act in-line with our values:

• People: We care about our customers and welcome everyone.
• Respect: We are respectful of everyone and listen openly
• Positivity: We stay positive, learn from mistakes, and look for solutions
• Accountability: We do what we say we will do.

Our Response Timeframes

We’re committed to responding to your requests and concerns in a timely and transparent way:

Unison is committed to protecting your privacy and handling your personal information responsibly.

Why We Collect Renter Information

Unison collects personal information – like your name, address, and contact details – to give you the best housing support we can. We use this information to assess applications, manage tenancies, maintain properties, support renters, conduct research, and follow the law.

We may collect information when you:

• Visit one of our offices
• Contact us by phone or email
• Use our website
• Are referred by another organisation.

How Your Information Is Used

We only use your personal information for:

• The purpose it was collected
• Where it’s expected to be used (e.g. within the same service)
• To support your care or safety
• For legal reasons
• For research purposes (with personal details removed)
• If you give your consent for other uses.

If you’re unsure why we’re collecting certain information, you have the right to ask. We’ll explain how it will be used wherever possible.

Your Privacy Rights

You have the right to:

• Know what personal information we have about you
• Ask to see it and fix anything that’s wrong
• Choose what personal details you share (but sharing less might affect the help we can give)
• Trust that your information is kept safe and not shared without permission.

For more details, please see our policies and procedures.

How to Get in Contact

If you have any concerns about your information privacy, please speak to your Place Manager or submit your feedback.

If you’re not happy with Unison’s response you can contact:

Office of the Australian Information Commissioner

GPO Box 5218, Sydney NSW 2001

P: 1300 363 992  E: enquiries@oaic.gov.au

Office of the Victorian Information Commissioner (if Unison is acting on behalf of the public sector)

PO Box 24274, Melbourne VIC 3001

P: 1300 006 842  E: enquiries@ovic.vic.gov.au

Unison wants to provide high-quality services to renters, clients, and the community. We welcome all feedback, whether it’s a compliment, suggestion, or complaint, to help us improve.

You have the right to make a complaint or appeal a decision, and doing this will not affect the services you receive from Unison.

What is a Complaint?

If you believe Unison has not acted in-line with our responsibilities as your housing provider, you are welcome to make a complaint. This is different from a general request or an issue outside our control (e.g. noisy neighbours or wait times for housing).

Submitting Feedback, a Complaint or Appeal

You can share feedback or make a complaint in the following ways:

• Online: through this form
• By phone: Call your Place Manager, or contact your local Unison office
• In person: Visit your local Unison office to chat to your Place Manager
• In writing: PO Box 12145, A’Beckett St, Melbourne VIC 8006.

We encourage you to include as much detail as possible, including what happened, any steps you’ve already taken, and what you would like to happen.

If you’re not happy with the outcome of your complaint, you can appeal – ask for Unison to review the complaint. Visit our feedback and complaints page for more info.

Unison follows policies to make sure we meet legal and safety standards. These include:

• Allocations Policy 
• Anti-Social Behaviours and Breaching Policy
• Bond Policy
• Change in Circumstances Policy
• Child Safety and Wellbeing Policy
• Complaints, Reviews and Feedback Policy
• Eligibility Policy
• Ending a Residential Rental Agreement Policy
• Maintenance and Repairs Policy
• Privacy Policy & Collection Notice
• Property Inspection Policy
• Rent Arrears Policy
• Renter Changes to a Property Policy
• Renter Damage Policy
• Rent Policy
• Unison Code of Conduct

Our Tenant Advisory Group (TAG) is a group of Unison renters who meet every few months to share ideas and give feedback on how we can improve. Members help shape our services, policies, and communication, like brochures, letters, and website content.

TAG also plays a role in making sure renters’ voices are heard when we’re planning changes or reviewing how we do things. It’s a great way to speak up for your community and help make decisions about your home, property and area.

Members join for two-years and can reapply for up to six years total. TAG also offers training and skill-building.

Our current TAG joined in 2025. Applications will re-open in 2027.

Learn more about our TAG

Resident meetings are a chance to talk with your neighbours and a Unison staff member (usually your Place Manager or a Team Leader) about shared issues in your building, like cleaning, maintenance, or damage in common areas.

These meetings happen every two months. Sometimes we invite local organisations to share helpful information. If you want to suggest a guest speaker, chat with your Place Manager.

Please note: These meetings aren’t for personal issues like rent or tenancy problems. Please speak with your Place Manager about these issues or submit a complaint online.

We host casual get-togethers around holidays or special events, like Christmas or the AFL Grand Final. Unison provides the food and space so you can connect with your neighbours.

Most events are held at your Unison property, but if your building doesn’t have a BBQ or common area, we’ll use a nearby park or community space.

Your Place Manager will let you know when events are coming up through text and posters. Come along and say hi!

Ask Izzy is a free website that helps you find services like food, housing, money help, family violence support, and counselling. If you’re with Telstra or Vodafone, you can access Ask Izzy on your phone, even without credit or Wi-Fi.

Visit Ask Izzy

• Beyond Blue (24/7): 1300 224 636
• Lifeline (24/7): 13 11 14
• Suicide Call Back Service (24/7): 1300 659 467 
• 1800 RESPECT: 1800 737 732