This policy outlines the roles, rights and responsibilities that support people to live well together in public housing communities. It sets out:

  • the shared expectation that tenants, household members and visitors act in ways that respect their neighbours' right to live in reasonable peace and comfort
  • the types of behaviour that are inconsistent with a lease agreement and with being a good neighbour
  • how the SA Housing Trust responds when concerns are raised, including how complaints are considered, investigated and addressed in line with tenancy legislation.

This policy provides transparency about what tenants and neighbours can expect, while recognising tenant agency, individual circumstances and the SA Housing Trust's role as a landlord in line with the Residential Tenancy Act (1995) (external site) (external site) (external site) (external site) (external site) (external site) (external site) (external site) (external site) (external site) (external site) (external site) (external site) (external site) .

This policy is in line with the SA Housing Trust lease agreement, also known as the Conditions of Tenancy.

A public housing tenant is the person who has entered into a lease agreement with the SA Housing Trust. The tenant has responsibility for the tenancy, including the behaviour of people who live at or visit the property.

Everyone is entitled to live peacefully in their home regardless of where they live, or whether they rent or own. This means people should not be subjected to excessive noise, harassment or physical or verbal abuse from neighbours.

Being a good neighbour is about everyday considerations for others and includes:

  • being mindful of noise levels - for example, loud music or power tools, and reducing noise late at night or early in the morning
  • considering the impact of noisy activities on others  - for example, by letting neighbours know in advance where possible
  • respecting the privacy of others
  • taking responsibility for the behaviour of visitors.

The SA Housing Trust aims to balance the rights and responsibilities of tenants and neighbours by:

  • supporting public housing tenants who meet their lease obligations to live in reasonable peace, comfort and privacy
  • focus on early engagement and prevention where concerns arise, to resolve issues before they escalate
  • taking fair, balanced and reasonable action when someone's behaviour negatively affects neighbours or the community
  • supporting tenant to maintain their housing wherever possible.

Behaviour that impacts neighbours

The SA Housing Trust considers intentional or reckless behaviour that interferes with the reasonable peace, comfort or privacy of neighbours to be  a breach of the tenant's lease agreement.

Intentional or reckless behaviour refers to actions that are within a tenant's control.

Behaviour that may impact neighbours can include, but isn't limited to:

  • abusive, threatening or intimidating language or behaviour towards neighbours
  • ongoing harassment of neighbours
  • unreasonable or ongoing noise that disrupts others
  • large gatherings or parties that are not well-managed and cause disturbance
  • hateful or threatening behaviour directed at someone because of a perceived difference such as ethnicity, gender or sexual orientation
  • conduct affecting shared or external areas such as  vandalism, graffiti, restricting access to communal facilities or inappropriate disposal of rubbish
  • damage to property.

Noise or activity associated with normal daily living, for example children playing, is not considered a behaviour of concern.

Similarly, reasonable noise and activity connected with cultural practices or obligations is not considered a behaviour of concern. This can include, for example, larger numbers of visitors attending a home for sorry business.

Serious misconduct

Serious misconduct refers to behaviour that represents a serious breach of the lease agreement.

The SA Housing Trust treats any report or complaint of alleged serious misconduct with urgency.

Serious misconduct can include, but is not limited to:

  • using the property to produce, possess or distribute exploitation material
  • using the property to manufacture, cultivate, sell or supply prohibited drugs
  • intentionally or recklessly damaging the property to the extent that it's not safe or able to be lived in
  • assaulting, threatening or causing harm to people in or near the property.

Where serious misconduct is substantiated, the SA Housing Trust may seek immediate action through the South Australian Civil and Administrative Tribunal.

Tenancies are ended in line with the Ending a public housing tenancy policy.

Making a complaint

Complaints can be made to the SA Housing Trust where there are concerns about behaviour that may impact neighbours or serious misconduct associated with a public housing tenancy.

The person who raises the concern is referred to as the complainant.

Tenants have the right to be informed that a complaint has been made and to respond to the matters raised. To protect the safety and privacy of people involved, the SA Housing Trust does not disclose the identity of the complainant.

Complaints are considered and managed in line with the SA Housing Trust's role as a landlord and its obligations under the Residential Tenancies Act (1995), with a focus on fairness, evidence and natural justice.

Complaints about a SA Housing Trust tenancy can be made through the following channels:

Unreasonable complaints

The SA Housing Trust may decide not to progress or respond to complaints that are considered unreasonable.

This ensures the complaints process is fair, effective and focused on matters that can be meaningfully assessed and addressed. It also helps staff to respond properly to issues that have a genuine impact on tenants, neighbours and the community.

A complaint may be considered unreasonable if:

  • the issue cannot be clearly identified despite reasonable attempts by the SA Housing Trust to seek clarification
  • the same or similar concerns are raised repeatedly after the complaints process has been completed and no new or relevant information has been provided
  • the complainant is unwilling to engage with, or consider, reasonable explanations or final outcomes
  • the complaint is unsupported, disproportionate to the issue raised, or focused on matters of minor significance
  • the complainant chooses not to participate in the investigation process while still seeking an outcome
  • the complainant requests actions or outcomes that are outside of the SA Housing Trust's role as a landlord or cannot reasonably be provided.

Where a complaint is assessed as unreasonable, the SA Housing Trust will explain this decision and, where appropriate, provide information about other avenues of support or assistance.

The SA Housing Trust expects all interactions to be respectful and free from bullying, racism,  discrimination, harassment or sexual harassment.

The SA Housing Trust does not accept abusive or discriminatory language in complaints or other communications. Where a complaint or communication includes this type of content, the SA Housing Trust may set boundaries around engagement and will not respond to or engage with the inappropriate language itself.

The SA Housing Trust will, where possible, focus on the underlying housing-related issue being raised and manage the matter in a way that protects the safety and dignity of tenants, complainants and staff.

Substantiating complaints

When a complaint is received, the SA Housing Trust will first assess whether the matter:

  • is within the SA Housing Trust' authority as a landlord
  • is a potential breach of the lease agreement
  • requires further information or investigation
  • raises any immediate safety or  risk concerns.

The SA Housing Trust will not investigate matters that are outside of the scope of the lease agreement or not within the tenant's control. This can include, for example, incidents involving domestic or family violence or reasonable behaviour associated with cultural obligations. In these situations, the SA Housing Trust's role is limited, and other services may be better placed to respond.

When a complaint relates to an issue outside of the SA Housing Trust's authority, it may be referred to the appropriate organisation, such as police, emergency services or a local council.

When a matter is investigated, the SA Housing Trust will:

  • provide tenants and complainants with an opportunity to share their perspective
  • act fairly and without bias
  • consider all relevant and available evidence
  • seek relevant information from other agencies where appropriate and lawful.

Where a complaint is substantiated, this means the SA Housing Trust has determined, based on evidence, that the conduct is a breach of the lease agreement.

Responding to substantiated complaints

The SA Housing Trust's response will depend on the nature, seriousness and circumstances of the breach, and will be guided by the Residential Tenancies Act (1995).

Referral and support

Where a complaint is substantiated, the SA Housing Trust may refer tenants to appropriate supports where this is likely to assist in addressing the behaviour and sustaining the tenancy.  This may include referrals to mediation services, community support organisations or other government agencies. Referrals may occur alongside other actions taken under the lease agreement.

Serious misconduct

Where serious misconduct is substantiated, the SA Housing Trust may seek immediate action through the South Australian Civil and Administrative Tribunal.

Formal written warnings

For substantiated conduct that is inconsistent with being a good neighbour, the SA Housing Trust may issue a formal written warning. A formal warning remains current for six months for the date of the incident.  During this period, the SA Housing Trust will monitor the tenancy and may escalate its response if further breaches occur.

Conciliation conference

The SA Housing Trust generally seeks to resolve ongoing concerns about behaviour impacting neighbours through conciliation, wherever appropriate.

If a second formal written warning is issued within a six month period, the SA Housing Trust may request a conciliation conference through the South Australian Civil and Administrative Tribunal. Conciliation provides an opportunity for issues to be discussed and resolved by mutual agreement.

While participation in a conciliation conference is voluntary, tenants are strongly encouraged to participate. A conference may proceed even if a tenant chooses not to attend.

As a result of a conciliation conference, the South Australian Civil and Administrative Tribunal may make a behavioural order for an agreed period. Where an order is made, the SA Housing Trust will monitor compliance with its conditions for the duration of the order. If agreement cannot be reached through conciliation, or the SA Housing Trust determines that conciliation would be inappropriate in the circumstances, the SA Housing Trust may consider further action.

Ending the tenancy

The SA Housing Trust will apply to the South Australian Civil and Administrative Tribunal to end a tenancy that has either three substantiated  complaints within 6 months or breaks any conditions of a behavioural order.

Tenancies end in line with the Ending a public housing tenancy policy.

Lease non-renewal

When a tenant's current lease is nearing its end, the SA Housing Trust reviews the lease in line with the Probationary and fixed term lease agreements policy.

As part of this review, the SA Housing Trust considers if there have been any substantiated complaints relating to tenant behaviour that is inconsistent with the lease agreement.

The SA Housing Trust may consider not renewing the lease when there are concerns that these behaviours have occurred more than once or over an extended period of time.

Excluded from SA Housing Trust tenancies

In some circumstances, the SA Housing Trust may apply an exclusion from public housing tenancies.

An exclusion will apply where a tenancy has ended and there is evidence of:

  • substantiated conduct that was significantly inconsistent with the lease agreement, including serious misconduct
  • an active substantiated serious misconduct matter at the time the tenancy ended
  • a tenancy ending before a tribunal process could be finalised in relation to serious lease breaches.
  • a decision not to renew or extend a fixed-term or probationary lease when there were substantiated and ongoing concerns about conduct during the tenancy.

The SA Housing Trust  may also consider applying an exclusion to:

  • tenants who leave a property with an active substantiated conduct matter and a history of repeated concerns during the tenancy
  • other occupants who directly contributed to substantiated serious misconduct.

Exclusions are active for 12 months from the date the tenancy ends and only apply to:

Customers with an exclusion can still access all other support or housing assistance services provided by the SA Housing Trust.

Controlling documents

This policy is based on and complies with:

Supporting procedures

  • Good neighbour procedures v1.0

Related policies and other documents

Date this policy applies from

6 May 2026

Version number

2

The online version of the policy is the approved and current version. There’s no guarantee any printed copies are current.