Community housing retrofit program

Program details

The program is to target not-for-profit, emergency and community housing across Victoria to improve the water efficiency of properties that are owned or managed by community welfare agencies, or properties leased from the government that are not fully funded.

1. Agreement for Services

Barwon Water will provide, and you will accept, the services on these Terms and Conditions.

2. Eligibility

An eligible customer must be an owner or tenant of a community housing property that has a water account and is connected to a reticulated water supply service of Barwon Water.

An eligible tenant must have a water account or be directly responsible for the payment of the water usage charges for the community housing property and have written agreement from the landlord for the works to be undertaken.

3. Barwon Water’s offer

Barwon Water’s designated Contractor will:

• Undertake a water audit
• Undertake predefined additional works up to value predetermined by Barwon Water and the Contractor
• Provide you with details of the work done at the property (‘the services’).

4. What you need to do to accept the offer

1. When you book an appointment with the Contractor, you are bound by these Terms and Conditions;
2. Provide the contractor with a signed copy of the Landlord Consent Form or Customer Consent Form prior to the commencement of the services. These forms must be signed by either the owner of the property or the tenant with written authorisation from the landlord to have repairs undertaken at the property.
3. Sign the checklist that will be provided to you by the Contractor after completion of the services.
4. Agree to Barwon Water providing the services only up to the value predetermined by Barwon Water at its discretion on these Terms and Conditions. The predetermined value of the services to be provided may be subject to change based on factors including the number of customers participating in the program and funding available at any given time.
5. Agree to the provision of services and installation of products specific to the program, as determined by Barwon Water and/or the Contractor in its sole discretion. For the avoidance of doubt, any products to be provided as part of the services will be selected and provided/installed by Barwon Water and/or the Contractor. You are not able to elect to provide or choose your own alternative product for installation as part of the program. You are also not able to elect another Contractor outside of that chosen by Barwon Water. In the event you do not approve of a product proposed to be provided as part of the Services, you may decline to have some or all specific works undertaken prior to the product(s) being installed and the applicable service will be removed from the services.

5. Products and services

Eligible products and services may include:

• Water audit
• 5-star WELS-rated¹ showerhead replacement²
• Repair or replacement of toilet suite²
• Hot water recirculators
• Water and energy efficient washing machines (WELS 4.5 star water, 4 star energy)³
• Dishwashers (WELS 4-star water, 4-star energy)³
• Repair or replacement of leaking taps, flow control devices or pipes²
• Leak detection test
• Evaporative cooler – repair or service
• Hot water service – repair or replacement
• Flow monitoring devices for homes for leakage control
• Plumbing works associated with repair, installation or alteration for water efficiency improvements

1. The Water Efficiency Labelling and Standards scheme (WELS) is Australia’s national mandatory water efficiency and labelling standards. For more information about the WELS program visit www.waterrating.gov.au

2. Where there is a requirement of special taps, showerheads or toilets for medical or disability reasons additional funds can be utilised within the overall cap.

3. Washing machine and dishwasher offer only applies to communal areas of housing organisation properties. Where appropriate products may be a commercial product or service.

All appliances and fixtures eligible for replacement must be the property of the Landlord / Property Owner.

To receive assistance for a dual-flush toilet (cistern and/or suite), the new toilet must be 4-Star WELS-rated, 4.5/3 litres or better and replace an existing less efficient toilet system, including an upgrade from 9/4.5 litres or faulty 6/3 litres to 4.5/3 litres or better.

To receive assistance for the water audit, a copy of the audit report from the Contractor is required. An audit must assess water usage within or outside the home and provide information to the customer on current use and recommended actions to improve water efficiency.

Repair, replacement or optional upgrade of showerhead(s). From 1 January 2025, there is the option to upgrade to 5-star for customers with 3-star or lower-rated showerhead/s (flow rate of 7.5 litres/minute or more) where:

(1) essential repairs and replacements are completed AND

(2) upgrade remains within the cap AND

(3) is practicable, whereby the plumber is satisfied the upgrade will operate effectively, taking into consideration factors such as age, nature or structure of the plumbing at the premises (e.g. pressure and type of hot water service).

Multiple showerheads or toilets may be provided for the eligible property owned or occupied.

The washing machine and dishwasher offer only applies to communal areas of housing organisation properties.

Washing machines and/or dishwashers are only replaced if they are faulty and only upgraded if they are a 3-star WELS or below product for the communal area of the community housing property. Repairs and servicing are not covered.

An eligible clothes washing machine must have at least a 4.5-star water WELS rating and have an energy rating of at least 4-star or be a water efficient commercial machine.

The clothes washing machine must be purchased for use in the community household of the customer and must not be resold.

An eligible dishwasher must have at least a 4-star water WELS rating and have an energy rating of at least 4-star or be a water efficient commercial machine.

The dishwasher must be purchased for use in the community household of the customer and must not be resold.

An eligible hot water recirculator must divert the cold water from the hot water pipes back to the household water-supply system. An eligible hot water recirculator must not discharge to an external tank.

A licensed plumbing practitioner must install a hot water recirculator.

An eligible flow monitoring device must monitor the households water use and provide alerts to leaks or excessive use and/or shut water supply off when leaks occur.

A licensed plumbing practitioner must install a flow monitoring device.

To receive a rebate for tapware, the product purchased and installed must be at least 4-star WELS-rated, except for basin tapware, which must be at least 5-star WELS-rated. Replacement only available to upgrade taps with 3-star or below WELS rating.

Replacement of tapware and repairs or replacement of water supply pipes must be undertaken by a licensed plumbing practitioner.

All products and services provided under this program should improve the water efficiency of the property.

Delivery and installation charges can be included as part of the total purchase price.

Product costs plus installation costs must be equal to or greater than the assistance value to be claimed.

The Community Housing Retrofit Program rebate cap is $12,000 (inc GST). A property may contain multiple units and common areas.  For Community Housing Customers with multi-unit properties on a single site, the average expenditure per unit should not exceed $1,100 inc GST. The Organisation or the customer may contribute to the total cost of any products or service that cost more than the maximum $12,000 per customer. The $12,000 limit may be increased for a specific site if approved by the Department of Energy, Environment and Climate Action (DEECA) prior to undertaking the works.

Where special requirements need to be met for the purpose of occupational health and safety, medical or disability, appropriate products or services may be substituted for the products and services above.

If the minimum product efficiency requirements (WELS-ratings) cannot be complied with because it would cause the plumbing system to not operate effectively, or because products are not available, rebates can be provided for 3-star WELS-rated products.

6. Provision of services

The Contractor is engaged by Barwon Water to provide the services.

The Contractor will provide the services associated with the program. You can engage the Contractor at your own expense for any additional works or assistance. You must separately engage your own plumber for the installation of any of your own products.

You acknowledge and agree that, without limitation to Clause 4.4 of these Terms and Conditions, the value and scope of the services and products to be provided to you under the program will be determined by Barwon Water and/or the Contractor in their sole discretion and you have no entitlement or right to request any additional services or products beyond that determination as part of this program.

7. Cancelling or rescheduling services

You may cancel or reschedule an appointment by calling the Contractor on 1300 558 711 at least 24 hours before the scheduled appointment time.

8. Safe working environment

You must ensure it is safe for the services to be provided at the Property, including (without limitation) informing Barwon Water or the Contractor of any risks that may arise in connection with the services.

You acknowledge that Barwon Water and/or the Contractor may decline to provide the services unless and/or until a safe working environment can be guaranteed (as determined by Barwon Water and/or the Contractor in their discretion).

9. Withdrawal of services offer

Barwon Water reserves the right, in its sole and absolute discretion and at any time, to change any or all of these Terms and Conditions and/or cancel the program.

You acknowledge and agree that Barwon Water may in its discretion withdraw its offer to provide the services for reasons including, but not limited to:

• The safety of any particular working environment (as determined by Barwon Water and/or the Contractor)
• The number of other people seeking to take up the services
• Changes in funding for the program.

If Barwon Water withdraws the offer of the services, you will have no claim against Barwon Water.

Barwon Water will seek to advise you of any such withdrawal as soon as reasonably practicable.

10. Inspection of services

You give consent to Barwon Water if your property is selected for an inspection within 12 months of the service being completed to ensure the services have been completed to a satisfactory standard.

You agree to cooperate with Barwon Water and provide its representative with access to the property for the purposes of such an inspection between 8 am and 6 pm on a mutually agreed day.

11. Collation of information and research

You agree to allow the Contractor to photograph the water infrastructure and any work completed, including taps, toilet suites and surrounding areas if required;

You agree to allow any information collected by the Contractor or Barwon Water concerning you water and energy consumption at the property before, during, or after the services have been completed to be utilised for the purposes of providing services to you and for other purposes connected with the supply of water and ancillary services by Barwon Water and acknowledge this may include further contact from Barwon Water or its agents to assess the program.

12. Charges

By accepting any quotes from the Contractor for additional services outside of the Program you are agreeing to pay the charges for these services which Barwon Water will add to your next water bill for the property.

13. Potential water savings

Any water savings predicted by Barwon Water and/or its Contractor arising from the service are not guaranteed and you may make no claim against Barwon Water and/or its Contractor in respect of same.

14. Warranty

You agree to advise the Contractor of any defects in the services which are apparent within 13-weeks of the provision of services.

Nothing in these Terms and Conditions will be taken to affect any statutory obligation that Barwon Water has to you for any condition or warranty implied by the Competition and Consumer Act 2010 (Cth.) or the Fair Trading Act 1999 (Vic.). In the event Barwon Water is liable for any breach of such a warranty or condition, then to the extent permitted by law, Barwon Water limits its liability to you to:

• Repairing any defect in providing the Services, including repair to any of the goods provided as part of the Services within 13 weeks of the initial delivery of service
• Provision of a replacement showerhead should the showerhead become defective within the first 12 months after installation. Installation of any such replacement  showerhead will be your responsibility.

Manufacturer warranties apply in relation to any product defects arising after the 13-week workmanship warranty.

Barwon Water will not be liable for any defect or damage arising from fair wear and tear or which is caused by any act or omission by you or any other party.

Additional requirements

Community Housing Retrofit recipients consent to and recognise that their urban water supplier, the Victorian Government or an appointed representative may contact them to conduct research about and audit the conservation products purchased.

The Victorian Government reserves the right, at its sole discretion and at any time, to change any or all the Terms and Conditions for the Program or to cancel the Program.