The Supporting and Sustaining Tenancies Training Program builds the knowledge, confidence, and practical skills needed to help tenants feel safe, supported, and connected to their homes.
Through 6 focused courses, participants learn how to provide effective tenancy support at every stage of the housing journey - from pre-tenancy and rent management to home visits, tenancy exits, and complaints. The program promotes consistent, person-centred approaches that strengthen tenancy sustainability and community stability.
DURATION
This eLearning program includes six modules, with a total completion time of six hours. Each module takes less than one hour to complete.
MODULE 1: Introduction to Tenancy Support
DESCRIPTION
This module introduces the core concepts of tenancy support in community housing, including the roles of tenancy staff, support workers and tenants. Participants explore foundational skills for effective support, including communication, understanding consent, and applying relevant legislation in practice.
MODULE OBJECTIVES
By the end of this course, you will be able to:
- Understand the purpose of tenancy support in social housing
- Recognise the different types of rented housing
- Identify key regulators and legislation relevant to tenancy support roles
- Identify the distinct roles of the tenancy manager, tenancy support and tenant
- Recognise how trauma-informed and human rights-based practice underpin effective engagement
- Apply principles of dignity, safety and choice to everyday tenancy interactions
- Understand information sharing, privacy and consent obligations
MODULE 2: Pre-Tenancy Support
DESCRIPTION
This module focuses on the support tenants need before they move in — from understanding lease documents to preparing for tenancy responsibilities. You’ll explore how to identify early support needs and build strong foundations for tenancy success.
MODULE OBJECTIVES
By the end of this course, you will be able to understand:
- Understand key tenancy documents and how to communicate them (lease agreement, condition reports, bonds)
- Ensure tenants are empowered to understand their rights and responsibilities
- Identify early warning signs or specific support needs to develop appropriate tenancy support plans and referrals at the commencement of their tenancy
- Develop relationships and building rapport with tenancy managers and tenants
MODULE 3: Understanding Arrears, Rent Changes and Money Conversations
DESCRIPTION
This module explores how to identify financial stress early, engage tenants in conversations about rent, and prevent arrears from escalating. It includes trauma-informed techniques for supporting tenants in financial hardship and navigating Tribunal processes where required.
MODULE OBJECTIVES
By the end of this course, you will be able to understand:
- Identify signs of financial exclusion and build financial resilience
- Use preventative strategies to reduce the risk of arrears
- Support tenants to understand rent changes, income reporting and rebated rent in plain language
- Hold effective, empathetic money conversations with tenants
- Understand arrears processes in line with the RTA and Tribunal pathways
MODULE 4: Home Visits and Inspections
DESCRIPTION
Home visits and routine inspections are an important part of supporting safe, sustainable tenancies, but they serve different purposes and sit within different roles. This module explores the difference between routine inspections and home visits, the legal responsibilities of tenants and landlords, and how to approach conversations about property concerns in ways that preserve dignity, privacy and psychological safety.
MODULE OBJECTIVES
By the end of this course, you will be able to:
- Explain the difference between routine inspections and home visits
- Understand the legalities and responsibilities of both tenants and landlords to maintain properties
- Approach conversations about property concerns in ways that preserve dignity, privacy and psychological safety
- Consider personal safety during outreach and practical steps to reduce risk
MODULE 5: Tenancy Transitions
DESCRIPTION
This module focuses on the support tenants need before they move in — from understanding lease documents to preparing for tenancy responsibilities. You’ll explore how to identify early support needs and build strong foundations for tenancy success.
MODULE OBJECTIVES
By the end of this course, you will be able to understand:
- Recognise the impacts of planned and unplanned tenancy transitions on tenants and their housing stability
- Recognise and respond to the emotional impacts of relocation and change using trauma-informed approaches
- Support tenants to understand their rights and responsibilities when leaving a property
- Identify practical ways to assist tenants through referrals and services to minimise costs and disruption
MODULE 6: Responding to Complaints
DESCRIPTION
This module helps support teams recognise the difference between service and tenancy complaints, respond empathetically, and empower tenants to engage in resolution processes.
MODULE OBJECTIVES
By the end of this course, you will be able to understand:
- Distinguish between tenancy issues and service complaints
- Understand complaints as expressions of stress, unmet needs or perceived unfairness
- Apply trauma-informed and respectful communication when responding to complaints or conflict
- Support tenants to raise concerns or complaints safely and appropriately with tenancy or housing providers
- Respond professionally when a complaint relates to the support service or support worker, following organisational processes
