Our response to coronavirus (COVID-19)
As the coronavirus (COVID-19) pandemic unfolds, our top priority is the health and wellbeing of our customers, employees, and stakeholders. We will always ensure you are kept informed and are focused on providing you with reliable services and support throughout the pandemic.
23rd July 2020: To protect you and others, Hume employees will now be wearing face masks in the field.
What we are doing
- We are encouraging customers to contact us via phone or email.
- We are offering an appointment service to customers who wish to meet with us at our offices.
- Our Hume team members are available to support you through our various communication channels (see the “Contacting us” section).
- See a message from our CEO here.
- We have increased the cleaning of all communal areas.
- We have stopped all non-essential home visits.
- We have temporarily cancelled all planned customer community events and will advise you when they are rescheduled.
- We have closed Hume community rooms.
- We have cancelled the March 2020 Rent Review for social housing customers.
Paying your rent
- Our priority is ensuring that all customers sustain their homes. We know that throughout the pandemic, having a home has never been more important.
- It is extremely important that customers continue to pay their rent.
- You can find details on how to pay your rent here.
- If you are struggling to pay your rent as a result of health and/or financial impacts of the coronavirus health event, you must contact us. We will work with you to tailor arrangements based on your needs.
- For social housing customers, where rent is assessed based on income, we will not include Coronavirus Supplements, Special Payments or the Government Stimulus Payment as assessible income. This means many customers will have more money in their household budget to meet expenses whilst continuing to pay a social housing rent.
- We suggest that if you have not set up automatic deductions, now is a good time to do so.
- For day-to-day repairs, please contact:
- Sydney/Metro customers: (02) 9727 0688 or email@example.com
- Hunter/Regional customers: 1800 422 322
- We are working with our contractors to ensure good workplace health and safety guidelines are followed, including not allowing any contractors who may be ill from visiting Hume properties.
- Due to social isolation guidelines, we have postponed scheduled Property Assessment Inspections in the Hunter region until further notice.
- General Phone: (02) 9722 4300
- Press 1: Talk to a Customer Service Officer
- Press 2: General enquiries
- Press 3: Tenancy enquiries or paying rent
- Press 4: Housing enquiries
- General Email: firstname.lastname@example.org
DO YOU NEED A TRANSLATION?
To get information in your language, please call Translating and Intepreting Services on 131 450.
What you should do
- Follow our Facebook page and this webpage for more updates as they come.
- Protect yourself and others in public by maintaining good hygiene:
- Wash your hands regularly with soap or hand sanitiser
- Cover your coughs and sneezes with your elbow or a tissue
- Stay at home if you are sick.
- Let us know by calling or emailing your Neighbourhood Officer if you or a family member has been diagnosed with coronavirus or has been asked to self-isolate.
- This will ensure we can advise our teams and contractors and help contain the spread of the virus.
- If you are concerned about your wellbeing or the wellbeing of your neighbours, please let us know immediately by contacting your Neighbourhood Officer.
Coronavirus trusted information
Anxiety and mental health support
- Hume is committed to supporting you throughout this health event.
- If you are experiencing anxiety or mental health concerns, there is a range of phone and web-based counselling support services available to assist you:
- If you know anyone who may be experiencing homelessness at this time, please ask them to contact our Housing Options Service on (02) 9722 4300 and select Option 4. Alternatively, they can email us at email@example.com.
Financial assistance resources
The Australian Government alongside a number of service providers are providing a range of measures to support people who have been financially impacted as a result of Coronavirus (COVID-19). Below is a comprehensive list of resources and services offering financial aid for eligible recipients.
Economic Support Payment for Centrelink Recipients
- If you receive a Centrelink payment and were living in Australia on March 12, you may automatically receive two $750 one-off Economic Support Payments.
- The first payments will start on March 31, and most people will receive it by April 17. The second payment will start on July 13.
- If you are a Cashless Debit Card or Income Management participant, the payment will be quarantined to your card.
- To receive this payment, ensure that Centrelink has your correct details on the myGov website or by calling the following Centrelink at 132 307
- More Information and Eligibility Criteria: https://bit.ly/2UUoj51
Additional Child Care Subsidy (ACCS) - Temporary Financial Hardship
- ACCS will provide short-term support to families who are experiencing significant financial stress due to exceptional circumstances beyond their control.
- You may be eligible if you have lost your job and source of income, are caring for a seriously ill family member or have recently lost a family member.
- You can receive up to 13 weeks of subsidies towards your childcare fees, for up to 100 hours of care per week. In most cases, these subsidies will cover the full fees charged by your childcare centre.
- More Information and Eligibility Criteria: https://bit.ly/3bJSnan
Early Access to Superannuation
- The Government is allowing eligible individuals affected by the coronavirus health event to access up to $10,000 of their superannuation in 2019-20 and a further $10,000 in 2020-21.
- Applications for early release of superannuation will be accepted through myGov from April 20.
- More Information and Eligibility Criteria: https://bit.ly/3dGqPEF
Take-Away Meals for People Experiencing Homelessness
- Exodus Foundation’s iconic free restaurant Loaves and Fishes has closed to the public but will continue to provide people who are homeless with take-away meals.
- These will be packed up with a piece of fruit and a drink.
- More Information: https://bit.ly/2UBanhv or call (02) 8752 4600
Toilet Paper Delivery for the Elderly
- Woolworths is delivering toilet paper to the elderly in NSW through Meals on Wheels.
- Woolworths supermarkets have also announced temporary shopping hours exclusive to seniors and people with disability to ensure they have access to essential groceries. They run from 7-8 am on Monday, Wednesday and Friday.
- More Information: https://bit.ly/2UyBLwA
Food and Financial Aid through Anglicare Parramatta
- Anglicare Parramatta are carrying out food and financial aid assessments over the phone.
- More Information: Call (02) 8624 8600 and when prompted, type your postcode on the keypad to be directed to your nearest branch for further details.
Financial Aid through Mission Australia Early Intervention and Tenancy Support Service (EITSS)
- Mission Australia EITSS are carrying out financial aid assessments over the phone.
- More Information: Call (02) 8784 5400
Financial Support and Information through Moneycare – The Salvation Army Australia
- Moneycare are offering support for financial concerns, related to accessing and understanding the stimulus package, for Hume customers over the phone.
- More Information: Sydney/Metro customers can access this service by calling: (02) 9633 5011 and Hunter/Regional customers can access this service by calling: (02) 4088 5820