Our mission is to end homelessness. We believe housing is a basic human right that affords people dignity. Everyone has the right to a home; our job is to make this happen. We recognise that in pursuing this, sometimes we do not get it right, and sometimes people feel dissatisfied. When this happens, we want to hear about it.
We encourage you to provide feedback on our programs and services – this includes a compliment, criticism, or a suggestion on how we could be doing things differently.
We utilise feedback to review our procedures and to make changes to the way we deliver our programs and services. Positive feedback that compliments staff on the way we deliver a service is used to recognise good practice and promote excellence within our organisation.
How to provide feedback
You can provide feedback in writing by either visiting a Launch Housing site and completing a Feedback Form, using our Web Form below, or by emailing us at [email protected].
If you are not satisfied with a service from Launch Housing, you have a right to make a complaint and we have an obligation to review, appropriately manage, and finalise the complaint, basing our decisions on the principles of natural justice.
To make a complaint, please:
You can download our Working Together Rights, Feedback and Privacy brochure about our complaints procedure.
All complaints are managed promptly, seriously, fairly, and respectfully. We aim to resolve complaints within 7-30 calendar days. Please include as much information as possible about your complaint, and the resolution that you are seeking.
You may ask someone to act as an advocate to support you with your complaint. Please let us know if you require an interpreter in your language.
For all tenancy matters, please contact the Launch Housing Tenancy team on 1800 570 535 (Monday – Friday, 9am – 5pm).
If you would like an interpreter on the phone, please let us know when you call. You can also reach out by email to: [email protected].
This refers to actions by Launch Housing renters, occupants, or their visitors that cause harm, distress, or significant disruption to others’ peaceful enjoyment.
These behaviours may breach tenancy agreements or housing regulations and can negatively affect the wellbeing of neighbours and other residents. Examples include:
Everyone has the right to live safely and peacefully in their home. Launch Housing takes all reports of anti-social behaviour seriously.
We investigate every complaint in line with our obligations under the Residential Tenancies Act 1997 (Vic). Tenants are given the opportunity to respond to complaints and address their behaviour in order to maintain their tenancy.
If an incident is confirmed, appropriate action will be taken, which may include increased monitoring of the tenancy or seeking orders through the Victorian Civil and Administrative Tribunal (VCAT), where required.
How to make an anti-social behaviour complaint using the Neighbourhood Dispute Logbook
The Neighbourhood Dispute Logbook helps neighbours record and report incidents of anti-social behaviour in a clear and factual way.
The information you provide helps Launch Housing assess and investigate these complaints fairly and efficiently. When completing the logbook:
Once completed, please email the logbook to [email protected] as soon as possible after the incident.
Information provided may be used in tenancy proceedings, including VCAT, and may be shared with the renter as part of procedural fairness.
If you are dissatisfied with the outcome of your complaint, you can appeal a decision through our internal review process.
You, or an advocate of your choice, can request an Appeal within 28 days of receiving the outcome; via our feedback and complaints web form below or by emailing our Feedback and Complaints team at [email protected] and including your original Complaint Reference Number.
The review will be conducted by a senior Launch Housing staff member not involved in the initial decision.
If you are dissatisfied with the Appeal outcome and the matter remains unresolved, your complaint can be pursued externally via the organisations below.
The Housing Registrar
Consumer Affairs Victoria
The Victorian Ombudsman
Victorian Equal Opportunity and Human Rights Commission (for complaints about discrimination, sexual harassment and racial or religious vilification)
Advice is available from the following organisations:
Council to Homeless Persons
Tenants Victoria (for matters relating to tenancies)
The Victorian Public Tenants Association (for public tenants and people on the Victorian Housing Register)
Launch Housing is a Child Safe organisation, committed to the health, safety and wellbeing of children and young people, with a zero-tolerance approach to child abuse (see our Child Safety and Wellbeing Policy).
We treat complaints from children, young people, and their families seriously, and we encourage children, young people, and their families to provide feedback and make complaints in any way that feels safe and comfortable.
