Keys, utilities and insurance

The following information is for Queensland public housing tenants.

Keys

We don’t keep a spare set of keys to your home – you are given the only set of keys at the start of your tenancy. We recommend that you get a spare set of keys cut and keep them in a safe place.

If you lose your keys, you must replace them at your own cost.

If you live in non-government-owned public housing, contact the owner’s agent on the number we gave you at the start of your tenancy. The agent can arrange to make a copy of the keys at your expense.

Electricity

You are responsible for the cost of connection and any electricity costs incurred during your tenancy.

Under the State Tenancy Agreement, you must connect and maintain a continuous electricity supply to your home. Failing to do so is a breach of your agreement. If this happens, we may need to take action which could place your tenancy at risk.

Smoke alarms and electricity supply

Electricity supply is essential for the smoke alarms installed in your home to function properly.

Your smoke alarms have a back-up battery that is charged from the power supply. The battery keeps your alarm working during a temporary interruption to the electricity supply, but is not designed to be the main power source.

Difficulty paying your bill

If you are having trouble paying your electricity account, contact your electricity provider as soon as possible. You may be able to arrange a payment plan to keep your electricity connected.

Read more information about having trouble paying your bill.

If you’re at risk of your electricity being disconnected, you may be able to apply for the Home Energy Emergency Assistance Scheme through your electricity provider. This scheme may provide you with one-off emergency assistance if you have an unexpected emergency or short-term financial crisis.

Power failure

If your electricity supply is interrupted, read our information on water or electricity problems.

Telephone and internet

You are responsible for the cost of connection and any phone costs incurred during your tenancy.

You must pay the cost of:

having your phone/internet reconnected
a second phone line installed in a home where a connection is already available.

If you move into a home where a service is available, but has never been connected, we may pay part of the connection cost.

This applies only if you have to pay a higher service connection fee because there has been no connection at that property previously.

Contact your nearest Housing Service Centre to discuss whether you're eligible for a part-department payment.

You can also read about the rollout of the National Broadband Network (NBN) in public housing properties.

Insurance

We are not responsible for insuring your personal possessions. You are encouraged to take out contents insurance to cover your personal belongings against damage, theft, and/or loss.

Contents insurance generally covers items such as furniture, appliances, clothing, electronics, kitchenware etc. Contents insurance may also cover food spoilage if you lose power for an extended period.

We are responsible for maintaining building insurance cover for the property for events such as fire, flood or natural disasters. Building insurance does not cover your personal belongings at the property.

This means the department will not be responsible for replacing or repairing your belongings if they are damaged, destroyed or stolen.

We are unable to provide advice on which insurance company to use. The choice of insurer is a personal matter, and you should shop around and choose the insurance policy which best suits your circumstances.

Some things you may consider when choosing an insurer are:

cost of the policy and the amount of cover provided
amount of the insurance excess payable when you make a claim
items or belongings are not covered by the policy
limits on the amount you can claim for certain items
types of disaster events, loss or damage that are covered by your policy.

If your personal belongings are damaged, you should contact your insurer and ask how to lodge a claim.

If you believe your personal property was lost or damaged as a result of negligence or inaction by us, you should contact your local Housing Service Centre.

The Housing Service Centre will provide you with information on how to make a claim with us.

Personal injury claims

If you make a claim against the Department of Housing and Public Works that involves personal injury, you must make a compensation claim according to the requirements in the Personal Injuries Proceedings Act 2002 (Qld).

When considering a claim, you may choose to seek independent legal advice.

Last updated:: 2 July 2025