COVID-19 News Update Active Tenants

To ensure everyone’s safety during the global pandemic of coronavirus (COVID-19), we have made some changes to how we deliver our services.

We are here to support you, and are doing everything we can to ensure the safety of our tenants, staff and community.

Call the coronavirus (COVID-19) hotline on 1800 675 398 and select option 9 to find out if you are eligible for this service.

Call-To-Test Further Information
The Department of Health and Human Services will be assisting vulnerable Victorians in metropolitan Melbourne with in-home testing to help slow the spread of coronavirus (COVID-19).

Access to the Call-to-Test service will be available to individuals who have coronavirus (COVID-19) symptoms and meet the following criteria:

  • people with an injury, chronic health issue, or frailty affecting mobility
  • people with moderate to severe physical or psychosocial disability
  • people with moderate to severe mental health or behavioural issues not otherwise classified as a psychosocial disability
  • carers for a person with moderate to severe disability.

More information available here:

Why do you need to be careful?

Some people with disability have higher rates of health issues including chronic conditions and weakened immune system. Many people with disability rely on support and assistance from family members, carers and support workers.

The Australian Government have put together information about how to protect yourself, where you can seek advice and who you can call – it’s all on their website.  Click here to read more.

Additional support

Please download the COVID-19 Fact Sheet for people with disability and community services.

As part of the Haven; Home, Safe and Active tenant family, we are here to support you for the long term and are working hard to keep all our tenants, staff and community safe during this time.

The COVID-19 pandemic is expected to continue for a number of months and we will be monitoring the situation closely to keep you updated with any further changes or updates as they occur.

If you have any concerns, please call us.  We’ll get through this together. 

Changes to our service delivery

Temporary changes to property inspections

Due to COVID-19, we are temporarily suspending routine property inspections. Instead, we will be conducting virtual inspections via phone.

This will be an opportunity for us to catch up with you to discuss:

  • tenancy related matters
  • changes to your household
  • feedback on our services

As well as the routine property inspection to check the condition of your house and report maintenance issues.

We hope to return to normal operations as soon as practicable, with any inspections or works that are deferred given priority for completion.
If you have any questions at all, please contact your Tenancy & Property Manager.

Changes to Urgent and Essential Maintenance - 3 August – 14 September

From 3 August – 14 September 2020 inclusive, HHS are going to be prioritising Urgent and Essential Maintenance only, due to COVID-19 state-wide restrictions during the State of Disaster.

Urgent and Essential Maintenance includes:

Issues with utilities (gas, water, electricity)
– Burst water service
– Gas leak
– Dangerous electrical fault
– Failure or breakdown of the gas, electricity or water supply
– Blocked or broken toilet system

Failure of appliances
– Failure or breakdown of any essential service/appliance provided by HHS for hot water or heating
– An appliance, fitting, or fixture that is not working properly and causes a substantial amount of water to be wasted

Structural issues
– Serious roof leak
– Serious fault in a lift or staircase
– Any fault or damage in the premises that makes the premises unsafe or insecure

Natural disaster
– Flooding or serious flood damage
– Serious storm or fire damage

During this time, HHS will continue to:
– Assess every request to ensure the safety of our tenants and protection of our assets and respond accordingly
– Conduct cyclical gas servicing as per normal arrangements
– Conduct vacated maintenance as per normal arrangements

All other maintenance issues will be logged and dealt with as soon as the recent restrictions and State of Disaster has been lifted in Victoria.


If you have any issues, please contact us:

Ø  Office hours (9am – 5pm) 03 9314 8555 or 1800 630 946
Ø  After hours (evenings and weekend) 1300 277 052
Ø  Email

Identifying symptoms of COVID-19

Many people who contract COVID–19 will suffer only mild symptoms. The most common coronavirus symptoms reported include:

  • Fever
  • Breathing difficulties/breathlessness
  • Cough
  • Sore throat
  • Fatigue or extreme tiredness

However early indications are that the elderly (aged over 65) and people with pre-existing medical conditions (including auto-immune/auto-inflammatory conditions or otherwise compromised immune systems, respiratory or cardiac diseases, asthma or diabetes) are more at risk of experiencing severe symptoms. 

It is important that we look after not just ourselves but for everyone in our community, especially the most vulnerable, by practising the steps listed below.

How to reduce the risk of infection

Taking responsibility for reducing the risk of infection of COVID-19 is critical at this stage. This means maintaining personal hygiene practices, practising ‘social distancing’ and self-isolating if you feel unwell.

Here are some general guidelines to put into place:


 Wash hands often with soap and running water, for at least 20 seconds then dry

Cover your nose and mouth with a tissue when you cough or sneeze into your elbow

Use a hand sanitizer with over 60% alcohol content regularly throughout the day, especially after touching surfaces, door handles or being on public transport

Continue healthy habits: exercise, drink water, get plenty of sleep

If you take medication for a pre-existing condition, make sure you have enough

Stay at home and self-isolate (stay away from others) if you feel sick

Phone your doctor or the COVID-19 hotline if you feel unwell – 1800 675 398 – and they will tell you what to do

Practice social distancing – staying at least 1.5m away from other people to minimize contact


     Touch your eyes, nose or mouth
✘     Wear a face mask if you are well – this is not necessary!

Coronavirus Hotline - 1800 675 398

If you suspect you may have the coronavirus disease (COVID-19) call the dedicated hotline – open 24 hours, 7 days. Please keep Triple Zero (000) for emergencies only.

What to do if you think you have COVID-19?

If you are sick and think you have symptoms of COVID-19, take the self assessment for risk of coronavirus (COVID-19).

How NDIS participants can expect providers to prepare for a COVID-19 outbreak in a residential setting

This fact sheet explains what we have told NDIS providers about how to help protect you from COVID-19, and what they should do if an outbreak occurs in a residential setting.

Where to find more information & updates?

Translated resources

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