FAQ's

Your ‘domestic circumstances’ are the grounds by which housing benefits and calculations are determined.

Whilst in receipt of a subsidised housing benefit you are required to advise DHA of any changes to your domestic circumstances as soon as practicably possible after the change has occurred. Supporting documentation may be required and must be submitted promptly after notifying of a change. This will ensure that any assessment of your housing benefit can be completed in a timely manner.

When you or any of your recognised dependants purchase a property, we need to conduct an assessment of the property and review its suitability. This applies regardless of whether you wish to reside in the property or not. 

Housing assistance will be determined against the considerations outlined in PACMAN in line with your current housing benefits. We require a minimum of 28 days’ notice to determine the property’s suitability and any impacts on contributions or allowances.

Contact DHA immediately after signing the contract to purchase the property by logging into Online Services and select ‘My Account’ then ‘My Profile’ to add the details of the Owned Property to your account.

No. Insurance does not cover any damage, injury or loss caused as a result of the goods being on the property.

If you are unable to attend a scheduled inspection at your property, you may appoint an agent to attend on your behalf. This could be your partner or another chosen representative.

Please note, your appointed agent cannot attend a welcome visit on your behalf. If you are unable to attend your welcome visit you can:

• Raise an enquiry via Online Services, or
• If your face-to-face welcome visit is within the next 72 hours, you will need to contact us on 139 342.

More information on welcome visits, including self-service options can be found under the 'Welcome visit' section of 'Living in'.

What can they do?

Your appointed agent can:

• Accept full responsibility for standard carpet cleaning expenses and any non-fair wear-and-tear items identified
• Accept actual or potential cost details as explained on the signed Inspection Condition Report (ICR)
• Accept all aspects associated with return/acceptance of the property to Defence Housing Australia
• Allow access to the property in the event of an emergency when the occupant is unavailable.

An appointed agent does not have the authority to perform all functions in Online Services which relate to you as a Defence member unless they have also been appointed as a delegate. If you would like to appoint a delegate to your Online Services account, please see the 'How do I appoint a delegate for Online Services' FAQ in the drop down directly below.

How to appoint an agent

You can appoint an agent through Online Services.

• Go to 'My Account', 'My Profile' and then 'Manage Agents'
• Click ‘Appoint an Agent’
• Follow the prompts to enter the relevant contact details*
• Read and accept the confirmation before selecting ‘Appoint as Agent’
• Once created, it will sit in pending status until the agent responds to the automatic email notification to accept or reject the request.

*Please note, if you are asked to enter a confirmation key, this will be your chosen mix of numbers and letters (e.g., 1234). You will need to provide the confirmation key to your nominated agent for them to use when accepting your request, noting it is case sensitive.

How will I know if it’s been accepted or rejected?

You will get an email notification letting you know if the appointment of agent request was accepted or rejected.

If accepted, the appointed agent will have their own username and password to log in to Online Services.

What can my appointed agent see in Online Services?

The appointed agent will only see the below if they have been added as an attendee to any inspections (future and past inspection dates):

• Tenant 
  
• Inspection Reason
• Inspection Date and Time 
• Property Address
• Completed inspections.

Can I remove an appointed agent?

Yes, you can remove your appointed agent at any time in your Online Services account. In the ‘Manage Agents’ section select the bin icon and follow the prompts.

You can arrange delegate access to your Online Services account for another person. This could be your partner or another chosen representative. A delegate can perform all functions in Online Services which relate to you as a Defence member.

What can they do?

Your delegate will be authorised to perform the following tasks in Online Services on your behalf:

• Current Housing Solution related actions (e.g., view and select available Service Residences)
• Modify postal address and contact details
• Rental Allowance related actions (e.g., Apply for Rental Allowance, complete Rental Allowance Reviews, apply for Rental Allowance Advances)
• Apply for LIA.

Please note, a delegate does not have the authority to attend an inspection on behalf of a Defence member unless they are also appointed as an agent. If you would like to appoint an agent in your Online Services account, refer to the 'How do I appoint an agent to act on my behalf?' FAQ in the drop down directly above.

How to appoint a delegate

You can appoint a delegate through Online Services:

• Go to 'My Account', 'My Profile' and then 'Manage Delegates'
• Follow the prompts to enter the relevant contact details*
• Select ‘Create Delegation’
• Once created, it will sit in pending status until the delegate responds to the automatic email notification to accept or reject the request.

*Please note, if you are asked to enter a confirmation key, this will be your chosen mix of numbers and/or letters (e.g., 1234). You will need to provide the confirmation key to your nominated delegate for them to use when accepting your request, noting it is case sensitive.

Can I remove my appointed delegate?

Yes, you can remove your appointed delegate at any time in your Online Services account. In the ‘Manage Delegates’ section select the bin icon and follow the prompts.

Posting within Australia

Log into Online Services and select the 'Have you been posted?' banner to advise the date you will move out of your current home. At the same time, you will be able to enter the date you will require a home in the new posting location.

Self-funded move and require DHA to assist with a new housing solution

Submit an enquiry via Online Services to advise the date you are moving, why you are moving and when you will need your new housing solution.

Self-funded move and do not require DHA to provide a new housing solution

If you will not require DHA's assistance to provide another housing solution, for example, if you are moving to your own home, relocating as a Defence Civilian, you are Foreign Defence Exchange personnel or Philanthropic personnel, or you are going on an overseas posting, submit an enquiry through Online Services and advise DHA of the date you plan to vacate the property and your reason for vacating. 

If you are no longer posting, please advise us by submitting an enquiry via Online Services.

We will cancel your vacate and any inspections that have been booked and you will be able to continue living in your DHA property.

Once you transition or separate from the ADF, your eligibility for a housing benefit ends on this date. You are required to vacate the property on or before your separation/transition date.

You should be given sufficient notice by Defence to arrange housing and a removal prior to this time. It is best to notify DHA and TOLL as soon as you're aware of your situation to discuss available options.

You can apply to remain in the property after separation or transition. Please be aware however that eligibility is not automatic and will need to be approved by DHA. This determination will be based on housing availability and demand. If approved, full market rent must be paid in advance and bond may also be payable in advance.

Such requests need to be made by submitting a Tenancy after discharge request form (PDF 490KB) at least 28 days prior to the discharge date. Submit completed forms in an Online Enquiry via Online Services.

The Service Residence is transferred to the remaining serving member’s name, and it is treated as a new tenancy. Contributions will apply based on the GRE of the remaining member.

To learn more about contributions, visit ADF Pay and Conditions.

The final internal/external clean charge will show as a potential tenant charge until we can determine the final reason for relocation. If you are entitled to a Commonwealth funded removal, Toll will advise us of these details and the charge will be removed when this is confirmed.

It’s important to know that when you’re relocating at your own expense as a Defence tenant you are not eligible for a Defence funded clean at the end of your occupancy and you are responsible for cleaning the residence to the Defence standard.

If you have any concerns or questions please ensure to discuss these matters with your Property Manager at the time of your Pre-vacation Inspection.

View the Self move cleaning checklist (PDF 79 KB) for detailed information on the self-move cleaning requirements.

Note: The Self move cleaning checklist is not to be used when conducting a government funded removal, please refer to the Moving out section within Occupant Resources.

Current serving members are able to access their present and past tenancy history to produce a tenant reference via their Online Services account.

Once logged in, click on the Tenant Reference Letter button at the bottom of the dashboard.

You can also download a PDF of the reference letter to keep on file and email as required, without needing to log in to online services.