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New South Wales

At CHL we are committed to providing quality services to our tenants as our tenants are at the heart of what we do.

We follow the Australian National Community Housing Standards as a minimum quality benchmark to ensure we exceed customer expectations. Please scroll down on this page if you are looking for information regarding your tenancy, our policies, tenancy forms and brochures.

Father with son on shoulders walking in park with green leaves from trees in the background.

Alternatively you also can view the Tenancy Handbook that was given to you at the start of your tenancy as part of your tenancy kit.

If you are looking for information on how to lodge a repair request then click here.

If there is any information that you are unable to find on this page please let us know as we are constantly looking for feedback to improve our website.

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To know more about our services please visit our Where we work page.


NSW complaints and appeals process

CHL aims to provide a high standard of service in all areas of our operations. We recognise however that there will be occasions when customers, clients, applicants, tenants and other receiving services from us, providing services to us may wish to comment on, complain or compliment about an aspect of our service.

Feedback is very important to us and we want to hear from you if you feel we have got something wrong or failed to deliver a service to a high enough standard. This will help us to improve our service in future. If you feel that we have done a good job, we would like to hear about that too.

If you want to give us feedback or make a complaint, you can do any of the following:

  • Call us on 1300 CHL Housing
  • Email us at nswinfo@chl.org.au
  • Complete the online Feedback Form
  • Download the pdf copy of the Feedback Form and send it via post to the nearest CHL office or in person.

You may also refer to our Feedback Brochure for information on how to make a complaint.

If you remain dissatisfied with the outcome of your complaint then you can request for an appeal. An appeal involves a fresh look at the person’s case or issue to see if the outcome can be changed in full or in part. You may not always agree with a decision we make. If you do not, it is important that you ask us to review our decision.

Please refer to our Appeals Brochure for information on how to lodge an appeal or download the Appeals Form.

If you are not satisfied with the way your complaint or appeal by has been dealt with by CHL, there is an external process available to you through the NSW Housing Appeals Committee (HAC). The HAC is an independent appeals agency that reviews decisions made by social housing providers’ state wide.

For more information contact:

Housing Appeals Committee
PO Box 1206
Burwood NSW 1805
1800 629 794
02 9715 7955

Tenant Rights and Participation policies

As a tenant, you have certain rights and it is important to ensure you understand these rights. Here are the policies and guidelines that will help you during your tenancy.

Tenancy Management policies

There are certain responsibilities you have as tenant. This section provides you with the best practices and policies for tenancy management.


This section includes all the forms and brochures that will help you in your tenancy.


CHL Connect is Community Housing Ltd’s (CHL) a bi-annual national tenant magazine that is distributed to all our long term tenants (more than 6, 500) around the country.

The magazine includes interesting updates from your state and international regions where CHL operates in. It also has important information on tenancy matters, exciting new competitions, recipes, kid’s corner, handy tips and much more. We hope you enjoy this new way of keeping you informed on the exciting news not only from your region but from around the country and overseas where we have operations.

If you have any comment about the magazine write to us at chlconnect@chl.org.au.

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