Frequently Asked Questions
Do you offer payment plans?
Yes, please contact the service for further information.
Am I eligible for Home Modification and Maintenance services?
You are eligible if you are:
- Over 65, a person with a disability and or a carer
- You live in the South East Sydney region and
- You wish to continue to live at home but are experiencing difficulties which are making you feel less confident about your ability to live at home.
Is it essential to have an Occupational Therapist’s referral to access Home Modification and Maintenance’s services?
It is strongly recommended that an Occupational Therapist assessment accompanies any Modification work.
It is essential for subsidised work as per funding guidelines.
Can HMS arrange one off jobs like window cleaning, changing light bulbs or fixing taps?
Yes, please contact the service to discuss your maintenance needs.
What is the usual waiting time for services?
Usually 2-4 weeks however it is dependent on the complexity of the job.
How do I know that the staff coming into my home can be trusted?
We are committed to providing you with the highest quality service possible. In addition to our own rigorous recruitment process, all staff undergo a thorough criminal history & reference checks.
What happens if I want an extra task done on the day of my service?
This can be arranged if you contact the Service. However, there is no guarantee the task will be able to be done at that time.
What are my rights?
You have a right to:
- respect of your human worth, dignity and privacy
- be assessed for access to service without discrimination
- be informed about available services
- choose from available alternatives
- pursue any complaint about service provision without retribution
- involve an advocate of your choice
What are my responsibilities?
It is your responsibility to treat our staff with dignity and respect. You must maintain a safe working environment, which complies with work health and safety legislative requirements. You are expected to pay the agreed amount for our services and advise us if you cannot make your scheduled appointment.
I would like to compliment your staff on a great job! How do I do that?
I am not happy with a service, how do I make a complaint?
We encourage you to let us know of any problems or concerns you may have with our service. We take all feedback seriously, as it helps us deliver the best quality service to you. You may contact the office at any time on 9524 1100 to discuss your concerns with our Manager.
We will respond to your complaint promptly & sensitively, in a safe environment, and you will be treated with confidence & respect.
We have a complaints policy which you may access at any time by contacting the office or via this link: HMS – Customer Compliments & Complaints.
If you are still not satisfied with the outcome you may contact the following services:
Aged Care Complaints Scheme: 1800 550 552
NSW Ombudsman: 02 9286 1000