Mismatch of additional occupant contributions and accommodation costs

Clients must tell MSD when:

• they start getting contributions from additional occupants or
• there is a change in the contribution amount they get.

A mismatch of information will be identified when a clients accommodation type or amount differs from what a client who is a social housing tenant has declared they are getting, or an additional occupant has declared they are paying.

MSD must try to contact both clients within one working day of identifying the mismatch to check and confirm the correct details.

If one or both clients are uncontactable within one working day, but a message is left for the client/s to make contact, MSD must consider whether it is reasonable to allow the one working day to lapse before moving to the next step in the process.

When one or both clients have been contacted, and it is clear the mismatch cannot be resolved within one working day, or one or both clients are uncontactable and a message cannot be left, MSD can continue to the next step in the process.

Note the one working day ends on the close of the working day following the day the mismatch is identified.

Example

Raphael is a tenant in a social housing property and pays Income Related Rent. Donatello boards with him as an additional occupant and gets Accommodation Supplement. On Wednesday 6 May, Donatello contacts MSD to advise of a change in circumstances. He is now paying Raphael $365 a week for board from Monday 4 May, an increase from the $355 he had been paying. The new value differs from what MSD holds in the system for the board Raphael gets from Donatello. Raphael has not yet advised MSD of this change.

On Thursday 7 May (within one working day of identifying the payment amount mismatch), MSD contacts Donatello to confirm he intended to declare a change in his board amount.

Raphael contacts MSD later that day to advise that Donatello’s board as increased to $365 from Monday.

MSD updates the details for both clients’ and the mismatch has been resolved.

When the mismatch is not resolved within one working day after it was identified, MSD must notify both clients of the mismatch and advise they have 10 working days to resolve it. MSD will also advise if the mismatch is not resolved within 10 working days after the date of notification, any Accommodation Supplement, Temporary Additional Support, and/or Special Benefit will be suspended from the 11^th working day.

The client who is a social housing tenant will be notified that the Income Related Rent will be set to market rent if they have not resolved the mismatch within 10 working days after the date of notification.

Note the 10 working days starts from the day after the letter is sent.

Contact from client/s and mismatch resolved within 10 working days

When the client/s make contact and confirm the correct details within 10 working days, the details should be updated and any assistance reviewed accordingly. This means the mismatch is now resolved.

No contact from client/s

When one or both clients don’t make contact within 10 working days to confirm their additional occupant contribution payment information, the mismatch is unable to be resolved, and both clients Accommodation Supplement, Temporary Additional Support, and/or Special Benefit must be suspended.

For the client who is a social housing tenant and the mismatch is not resolved, MSD will notify the housing provider that the client’s Income Related Rent must be set to market rent for the property. Community Housing Providers have a discretion not to set the client’s rent to the market rent rate. The standard 60-day notice period will apply.

Example

Amanda is a social housing tenant and gets Income Related Rent. Bonnie boards with Amanda as an additional occupant and gets Accommodation Supplement.

Bonnie gets a mandatory review for her Accommodation Supplement. On Tuesday 9 June, she responds before her review due date confirming that she pays $20 more in board to Amanda. The new amount is different from what MSD holds for Amanda. MSD checks with Bonnie on Wednesday 10 June (within one working day of identifying the mismatch) to see if she advised of the increase in error. She confirms the increase is correct.

On Wednesday 10 June, MSD tries contacting Amanda to confirm the new rate, but she doesn’t respond. On Thursday 11 June (after the one working day has lapsed), MSD sends both Amanda and Bonnie notification of the mismatch and provides 10 working days to resolve it and advise MSD. Amanda does not respond to the request for information by close of day Tuesday 23 June (within 10 working days).

MSD notifies Amanda’s housing provider that her Income Related Rent needs to increase to market rent. Bonnie’s Accommodation Supplement is suspended from Wednesday 24 June (11^th working day) as MSD is unable to confirm the information reported.

If Amanda doesn’t respond within 8 weeks, Bonnie’s Accommodation Supplement will be cancelled.

If both clients can't reach an agreement or provide the requested evidence within 10 working days from being notified of the mismatch, both clients' Accommodation Supplement, Temporary Additional Support, and/or Special Benefit must be suspended.

For the client who is a social housing tenant, if they can't reach an agreement or provide the requested evidence within 10 working days from being notified of the mismatch, MSD will notify the housing provider that the client's Income Related Rent must be set to market rent for the property. Community Housing Providers have a discretion not to set the client's rent to the market rent rate. The standard 60-day notice period will apply.

If both clients agree and/or provide evidence confirming the correct additional occupant contribution payment information while the assistance is suspended or Income Related Rent is at the market rent rate, the details should be updated and any assistance resumed and reviewed accordingly.

For more information see:

• change in additional occupant contributions

If the mismatch has not been resolved within 8 weeks of being suspended, the Accommodation Supplement, Temporary Additional Support, and/or Special Benefit will be cancelled.

In this case, clients can reapply for the Accommodation Supplement, Temporary Additional Support, and/or Special Benefit, however if the same mismatch of information is identified, the disputes process will start again.