An elderly public housing tenant in New South Wales is set to receive full compensation from the state government. This follows an investigation by the NSW Ombudsman, which found that Homes NSW acted unreasonably in handling the tenant's belongings after her home was inundated with sewage.
The Ombudsman's report, published on Friday, detailed that Homes NSW disposed of the tenant's personal items without her consent and failed to adequately support her insurance claim. The tenant had experienced three successive sewage overflows within three months, causing raw sewage to enter her property.
After the third incident, the tenant was relocated, but her contaminated belongings remained in the unit for two months before being moved. Despite assurances that she would be involved in decisions about her items, her furniture, household goods, and family heirlooms were not cleaned or returned. The report concluded that Homes NSW's failure to provide full and accurate information contributed to the insurer denying liability.
The Ombudsman recommended an apology and full compensation in line with the tenant's itemised claim, along with an additional payment for the distress and suffering endured over more than five years. Homes NSW has accepted these recommendations and plans to implement them by next month. The agency has also introduced changes to its maintenance and repairs processes, including an in-house call centre.