The NSW government will fully compensate an elderly public housing tenant whose home was damaged by sewage overflows. The NSW Ombudsman found Homes NSW acted unreasonably, failed to properly support the tenant's insurance claim, and disposed of her belongings without consent.
This case highlights systemic failures in public housing management, leading to significant distress and financial hardship for a vulnerable tenant. The Ombudsman's findings and Homes NSW's acceptance of recommendations signal a commitment to improving tenant support and complaint resolution processes.
The New South Wales government will fully compensate an elderly public housing tenant whose home was damaged by sewage overflows, after the NSW Ombudsman found Homes NSW acted unreasonably. The tenant, who had lived in the unit for over 15 years, experienced three successive sewage overflows within three months. Her belongings remained in the contaminated unit for two months before being moved to a vacant property without being cleaned or returned, despite assurances she would be involved in decisions about them. The Ombudsman's report stated Homes NSW failed to provide the insurer with full and accurate information, contributing to the rejection of the tenant's insurance claim. The Ombudsman recommended an apology, full compensation according to her itemized claim, and an additional payment for distress and suffering over five years of trying to resolve the issue. Homes NSW has accepted all recommendations and will implement them by next month. Senior Deputy Ombudsman Kate Anderson highlighted inadequate policies, poor communication, and a failure to engage with the complainant earlier, noting the tenant had a good record of her possessions and their value, which was not considered. A spokesperson for Homes NSW apologized to the tenant and stated the organization has since improved its maintenance and repair processes, including establishing an in-house call centre.