Social housing rent in NSW

In NSW, Homes NSW says it will negotiate a reasonable repayment arrangement with you. If you can't meet the reasonable amount, it asks for written advice about your finances, such as from a financial counselling service.

NSW only. Checked 7 October 2026

At a glance

Documents to start: None to start. Written advice if you can't meet their amount.
How to ask: Your client service officer, or Homes NSW
Their time to decide: No published time, so ask when you'll hear
If they say no: Free tenancy advice

Before you agree to anything

Check your rent balance with Homes NSW or your housing provider first. Homes NSW tenants pay rent in advance, so being less far ahead than usual may not mean you owe money. If you rent from Homes NSW, you can check your balance in the MyHousing app or ask your client service officer.
If you get a Centrelink payment, you can ask Homes NSW to take your rent from it automatically through the Rent Deduction Scheme. It's voluntary and free, and you can stop it at any time. Community housing providers may offer Centrepay. Ask when the deductions will start and how to pay until then.
These lines come from Homes NSW's published policies. If your landlord is a community housing provider, ask it for its own policy.

What to say

You can say

“I'm behind on my rent and I'd like to agree a repayment arrangement I can keep up.”

1.What you can ask for

In NSW, Homes NSW says it will negotiate a reasonable repayment arrangement with a tenant who owes rent.Their own policy

2.What they can ask you

For a standard arrangement, Homes NSW uses its own records of your income and debt.Their own policy
If you can't meet the reasonable repayment amount, Homes NSW asks for written advice about your finances. This can come from a financial counselling service, a tenants' advocacy service, the NSW Public Trustee and Guardian, the Public Guardian, or similar.

If they ask for more

You could say

“Can you tell me what you need this information for? And can you send that request to me in writing, please?”

Ask for it in writing only to an email or address that no one else can see.

If they push for more than you can pay

You could say

“I can't agree to an amount I can't keep up. I'd like to talk to a financial counsellor and come back to you. Please put your offer in writing.”

It helps to offer only what you can keep up after rent, energy and food. You don't have to agree to an amount on the first call.

3.While they decide

No time is published, so ask when you'll hear.
Rent is still due while you agree a plan, and rent you miss adds to what's behind. If you can't pay your usual rent, tell your client service officer as soon as possible.

4.If they say no

Ask for the reason in writing.
A tenant can also apply to the NSW Civil and Administrative Tribunal (NCAT). If you have a hearing date, the National Debt Helpline or a free legal service can explain your options before it.
The Tenants' Union of NSW gives free tenancy advice, including on a repayment plan and what to say at NCAT.

Who can help

Homes NSW
1800 422 322
Tenants' Union of NSW advice line
1800 251 101
NCAT tenancy, to check for a hearing
1300 006 228
National Debt Helpline
Mon–Fri 9:30am–4:30pm phone, 9am–8pm live chat
1800 007 007 Live chat

Free financial counsellors at the National Debt Helpline explain options and coach you on what to say.
Outside the helpline's hours, if your email is private, you can email the creditor the words from ‘You can say’. You can also use its online form if it has one.

If it stays unpaid

If no arrangement is reached, Homes NSW can apply to the NSW Civil and Administrative Tribunal (NCAT) to end the tenancy.

If you're not safe

You're in danger right now: Call 000
It isn't safe to call your creditors, or someone else controls the account, your money or your phone: Call 1800RESPECT first1800 737 732
Counselling for family violence, including financial abuse. Free and confidential, 24/7.

Exit leaves this page fast. It won't clear your browser history. Esc twice does the same.

When a full statement helps

A full statement helps if you can't meet the repayment amount Homes NSW proposes.
A free financial counsellor can help you write down your income, spending and debts.

Sources

Where a fact has a tag, it says what backs it. The tags mean:

Law: Applies to every creditor of that type.
Industry code: The firms that signed it must follow it.
Regulator's guideline: What the regulator requires or expects.
Guidance: What's expected, not law.
Their own policy: What they say they do.

Their own policy. Homes NSW Account Management Policy and policy supplement, 18 Dec 2023; supplement 17 Aug 2026. Reasonable repayment arrangement; evidence only if the tenant cannot meet the reasonable amount; NCAT.
Their own policy. Homes NSW: Managing rent and water arrears; Starting a tenancy; Tenancy charges; Payment options, 18 Mar 2025 (arrears page); read 7 Oct 2026. Contact your client service officer; check balances in MyHousing; rent paid in advance; Rent Deduction Scheme voluntary, free, can be withdrawn; Homes NSW phone 1800 422 322 (nsw.gov.au public housing tenants page).

Checked 7 October 2026.

Someone else you owe?

This is general information, not financial or legal advice. A creditor's own policy can be more generous than the rules here.

Before you agree to anything

Check your rent balance with Homes NSW or your housing provider first. Homes NSW tenants pay rent in advance, so being less far ahead than usual may not mean you owe money. If you rent from Homes NSW, you can check your balance in the MyHousing app or ask your client service officer.
If you get a Centrelink payment, you can ask Homes NSW to take your rent from it automatically through the Rent Deduction Scheme. It's voluntary and free, and you can stop it at any time. Community housing providers may offer Centrepay. Ask when the deductions will start and how to pay until then.
These lines come from Homes NSW's published policies. If your landlord is a community housing provider, ask it for its own policy.

2.What they can ask you

For a standard arrangement, Homes NSW uses its own records of your income and debt.Their own policy
If you can't meet the reasonable repayment amount, Homes NSW asks for written advice about your finances. This can come from a financial counselling service, a tenants' advocacy service, the NSW Public Trustee and Guardian, the Public Guardian, or similar.

If they ask for more

You could say

“Can you tell me what you need this information for? And can you send that request to me in writing, please?”

Ask for it in writing only to an email or address that no one else can see.

If they push for more than you can pay

You could say

“I can't agree to an amount I can't keep up. I'd like to talk to a financial counsellor and come back to you. Please put your offer in writing.”

It helps to offer only what you can keep up after rent, energy and food. You don't have to agree to an amount on the first call.

4.If they say no

Ask for the reason in writing.
A tenant can also apply to the NSW Civil and Administrative Tribunal (NCAT). If you have a hearing date, the National Debt Helpline or a free legal service can explain your options before it.
The Tenants' Union of NSW gives free tenancy advice, including on a repayment plan and what to say at NCAT.

Who can help

Homes NSW
1800 422 322
Tenants' Union of NSW advice line
1800 251 101
NCAT tenancy, to check for a hearing
1300 006 228
National Debt Helpline
Mon–Fri 9:30am–4:30pm phone, 9am–8pm live chat
1800 007 007 Live chat

Free financial counsellors at the National Debt Helpline explain options and coach you on what to say.
Outside the helpline's hours, if your email is private, you can email the creditor the words from ‘You can say’. You can also use its online form if it has one.

If you're not safe

You're in danger right now

Call 000

It isn't safe to call your creditors, or someone else controls the account, your money or your phone

Call 1800RESPECT first1800 737 732

Counselling for family violence, including financial abuse. Free and confidential, 24/7.

Exit leaves this page fast. It won't clear your browser history. Esc twice does the same.

Sources

Where a fact has a tag, it says what backs it. The tags mean:

Law: Applies to every creditor of that type.
Industry code: The firms that signed it must follow it.
Regulator's guideline: What the regulator requires or expects.
Guidance: What's expected, not law.
Their own policy: What they say they do.

Their own policy. Homes NSW Account Management Policy and policy supplement, 18 Dec 2023; supplement 17 Aug 2026. Reasonable repayment arrangement; evidence only if the tenant cannot meet the reasonable amount; NCAT.
Their own policy. Homes NSW: Managing rent and water arrears; Starting a tenancy; Tenancy charges; Payment options, 18 Mar 2025 (arrears page); read 7 Oct 2026. Contact your client service officer; check balances in MyHousing; rent paid in advance; Rent Deduction Scheme voluntary, free, can be withdrawn; Homes NSW phone 1800 422 322 (nsw.gov.au public housing tenants page).

Checked 7 October 2026.