Public housing residents across the Australian Capital Territory are facing what experts describe as a systemic failure in maintenance and repairs, with some waiting years for basic fixes while their homes deteriorate around them.
Years of waiting for basic accessibility
Susan Hutchinson, a public housing resident living with disability, spent years requesting that Housing ACT widen her back gate so she could access her garden using a mobility scooter. Despite having documentation from her occupational therapist showing the medical necessity and experiencing multiple falls that required hospital treatment, her requests were repeatedly denied.
"I'd had quite a few falls in the backyard... I had to go to the hospital one time for it," Ms Hutchinson revealed. "But Housing kept just not doing anything about it... even the Housing occupational therapist was like, 'Oh no, we don't widen gates, that's not what we do'."
Her experience reflects a broader pattern affecting the more than 10,000 public housing properties in the ACT, where contractor Programmed receives millions of dollars annually from taxpayers while residents report inadequate maintenance.
Administrative nightmares and health hazards
Christopher Gray, who lives in the same complex as Ms Hutchinson, endured a 14-month wait for roof repairs after water began leaking into his lounge room and bathroom. The delay resulted in destroyed carpet and ongoing moisture issues.
"I wouldn't have this leaking problem if they'd fixed it in reasonable time," Mr Gray stated. "They came to fix the carpet before the roof was fixed."
Both residents continue to battle ongoing issues, including black mould growth on ceilings and worn-out carpet that presents trip hazards. Ms Hutchinson has spent months requesting replacement of dangerous carpet at her front door without success.
Systemic failure and legal consequences
Genevieve Bolton, executive director and principal solicitor at Canberra Community Law, confirmed that urgent repair and maintenance issues constitute a significant portion of their clients seeking legal assistance.
"In our view, the condition of Housing ACT properties has continued to deteriorate at a rate outpacing the ACT government's public housing renewal efforts," Ms Bolton said.
The legal service regularly encounters cases involving inadequate heating and cooling, extensive mould infestations, water damage, and dilapidated kitchens and bathrooms. Climate change impacts are exacerbating these issues in ageing properties that lack proper insulation and ventilation.
At ACT Shelter, chief executive Corinne Dobson expressed deep concern about the significant backlog in public housing repairs, maintenance and accessibility upgrades across the territory.
"We continue to hear from public housing tenants who are frustrated by long delays, outstanding issues, and a lack of clear communication regarding when and how their homes will be made safe, functional, and liveable," she said.
Contractor under fire as government shifts approach
The maintenance problems have been compounded by poor communication from both Programmed and Housing ACT. Residents reported that previously guaranteed services, such as annual gutter cleaning for elderly residents, have been quietly discontinued or made subject to individual requests.
An ACT government spokesperson defended their record, stating that over 50,000 work orders are completed each year and emphasizing their commitment to tenant comfort and safety.
However, following an in-house repair trial between June 2024 and July 2025 that completed 52 repairs and 62 planned maintenance activities, the government announced in September 2025 that all repairs and maintenance would be moved in-house, with Programmed's contract ending in December 2027.
Devin Bowles, chief executive of the ACT Council of Social Service, concluded that the evidence points to systemic issues.
"We hear from members and the public that repairs often take an unacceptably long time, and that's not just bad because it really affects people's lives, but also because it means the significant investment in buildings that the government have made, are often not being looked after sufficiently well," Dr Bowles said.
As the debate about enshrining housing rights in legislation continues, Greens member Laura Nuttall told the Legislative Assembly about meeting public housing residents who exhaust themselves advocating for basic repairs.
The situation highlights the challenges facing public housing in the ACT, where residents express gratitude for having housing but describe the emotional toll of fighting for basic maintenance in properties that are deteriorating faster than they're being repaired.
