COVID-19 News Update

Haven; Home, Safe Tenants – AHA (Long-term housing)

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.

This page includes important information about how these changes may affect you:

  • Changes to our service delivery (maintenance and property inspections)
  • Information on identifying the symptoms of COVID-19
  • How to reduce the risk of infection
  • Where to find out more information and updates about COVID-19

We wish 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. 

We will be monitoring the situation closely and keep you updated with any further changes or updates as they occur.

Changes to our service delivery from Monday 23 March

Temporary changes to property inspections

From Monday 23 March, 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.

For those that have routine property inspections scheduled in the coming weeks, your Tenancy & Property Manager will be in touch soon to arrange the virtual inspection and make sure you are comfortable with this new process.

This will be reassessed at the end of April, taking into account advice about preventing the spread of COVID-19 from the World Health Organisation, State & Federal Government and health experts. 

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.

Temporary changes to maintenance services​

The evolving Coronavirus (COVID-19) situation means that we are unable to guarantee tenants

our usual contracted maintenance services.

From Monday 23 March, our Maintenance Services Team will be prioritising requests for Urgent or Essential maintenance.

All other maintenance will be assessed according to individual need and circumstance and either attended to or deferred to a later date.

Prior to attending a property, the contractor will telephone and ask:

  • Have you been in contact with anyone who has been tested positive or in the process of being tested for the virus?
  • Are you in self-isolation or are feeling unwell?

If your answer is yes to either of the above, the contractor should reschedule the works.
If your answer is no, the contractor should attend wearing additional Personal Protective Equipment.

We also recommend you stay at a safe “social distance” of 1.5m while the contractor is on site.

We will review these arrangements towards the end of April and advise you of any changes.

Should you have any questions or concerns, please email or call 1300 100 242.

For more information about COVID-19, keep checking our website

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).

Where to find more information & updates?

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