A local tenant, Sophie*, contacted QSTARS Tenancy Advice just six weeks after entering a new rental agreement, frustrated by repeated unresolved repair requests for mould and other issues that were impacting her health.

The property had severe maintenance problems, including mould, infestations, leaks, flooding, and general disrepair, failing to meet minimum housing standards.

Despite multiple requests, the real estate agency had only attempted cosmetic fixes and entered the property 13 times in five weeks without completing significant repairs.

The Tenancy Advice Worker reviewed Sophie’s case, clarified the real estate agency’s obligations under Queensland tenancy legislation, and advised her on rights related to quiet enjoyment, emergency repairs, and options for rent reduction.

Sophie was supported to gather medical documentation, formally request repairs, explore dispute resolution and QCAT pathways, and was offered ongoing case management to monitor progress.

With this guidance, Sophie felt empowered to self-advocate and formally pursue repairs through the RTA dispute process, gaining knowledge and confidence to manage her tenancy effectively, Narelle Duroux, HBNC’s Client Support Manager said.

“Access to expert tenancy advice can make a critical difference for tenants facing unsafe living conditions,” Narelle said.

“Our goal is to empower clients with the knowledge and support they need to ensure their homes are safe and their rights are protected.”

QSTARS Tenancy Advice, coordinated by the Hervey Bay Neighbourhood Centre, provides free information, advocacy, and support for tenants across Queensland to navigate tenancy issues and know their rental rights.

*Name changed for privacy.

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