We believe that everybody deserves a safe night's sleep, and we are passionately committed to ending homelessness. We recognise that in pursuing our vision of ending homelessness, sometimes we do not get it right and that 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:
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.
How to make a complaint:
Complaints are assessed based on immediate risk and safety and are triaged into three categories based on factors such as severity, complexity, and the potential impact on individuals and the organisation. We manage and resolve complaints proportionately to their nature and complexity, and in line with the principles of natural justice and procedural fairness. Our timeframe for resolution is within 30 calendar days.
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 including maintenance, repairs and payments, 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.
For a list of our relevant Tenancy Management Policies, please view Info for renters.
How to make an anti-social behaviour complaint using the Neighbourhood Dispute Logbook:
The Neighbour Dispute and VCAT Information document contains information about neighbour disputes, attending VCAT as a witness, an overview of the VCAT process including breach notices and ending tenancies, and other helpful links. It also includes a logbook which helps neighbours record and report incidents of anti-social behaviour.
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 a complaint, you may request to appeal the outcome on specified grounds. To request an appeal, you must provide a clear explanation of why you believe an error has occurred and include any supporting evidence.
This request can only be made within 30 calendar days of the closure date of your complaint and only on one or more of the following grounds:
How to request an appeal:
Appeal requests are assessed by the Feedback and Complaints team to determine whether sufficient grounds exist for the appeal to proceed.
Appeals are conducted by senior Launch Housing staff members (appropriate to the complaint type) who was not involved in the initial handling or decision‑making process, to ensure independence and impartiality. The staff member conducting the appeal will review the original complaint and relevant supporting evidence, with the aim to finalise the matter within 30 calendar days.
If you are dissatisfied with the outcome of your complaint or appeal and the matter remains unresolved, you can pursue your complaint externally via the organisations below:
Advice is also available from the following organisations:
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).
Children and young people have the right to raise concerns, make complaints and provide feedback, regardless of their age. We have a responsibility to ensure they feel safe, are treated with dignity and respect, and receive support throughout the process. We provide multiple options for children and young people to provide feedback and raise concerns in age-appropriate ways.
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.
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