Ayesha*, a 50-year-old woman originally from Pakistan, migrated to Australia several years ago with her husband and children. Speaking Punjabi as her primary language and with limited English skills, she moved to Melbourne in early 2023 to be closer to extended family. New to the country and unfamiliar with the Australian rental system, Ayesha accepted the first available property, one that turned out to be unsafe, poorly maintained, and below rental standards.

Ayesha was already engaged in SECL’s Settlement Services to improve her English and prepare for employment when she disclosed her poor living conditions during a group session. She was referred to the Private Rental Support Program (PRSP), where SECL offered advocacy support to raise concerns with her rental provider and explore options through VCAT. However, Ayesha was hesitant to pursue formal action, fearing she might be blacklisted from future rentals. Instead, she expressed a strong desire to move to a better property.

Respecting her decision, SECL provided support tailored to her comfort and needs. This included helping her apply for new properties in areas she preferred, writing support and reference letters to strengthen her applications, and offering one-on-one guidance to help her understand rental standards, tenant rights, and available support services such as CAV, VCAT, and Tenants Victoria. SECL also created a safe and respectful environment for Ayesha to share her concerns, offered referrals to community legal services, and supported her in navigating systems she was previously uncomfortable with. Through the coordinated efforts of the PRSP and Settlement Services team, Ayesha built her knowledge and confidence to take the next steps toward securing stable and safe housing.