Leigh Swansborough posted a video on social media of her call with Link2Home. Photo: Remote Leigh/Facebook.
A 56-year-old homeless woman in Wagga was told there was no emergency accommodation available when she sought a hotel or motel room on Wednesday night (12 August).
Housing advocate Leigh Swansborough posted a video of herself on social media calling Link2Home, the NSW Government service that finds emergency accommodation in hotels or motels for people without shelter.
She was calling on behalf of a homeless woman who had arrived in Wagga from Canberra that day and was seeking somewhere to stay.
“She left Canberra because it was too cold to be homeless,” Ms Swansborough said.
“She came here because she was familiar with this town, yet she was sitting by the Wagga Marketplace all day but all of Wagga just walked past her.”
Ms Swansborough said she called Link2Home on the woman’s behalf because she was not able to speak on the phone due to a mental health issue.
“I’m sorry, we not do accommodation on behalf of someone. You need to call a hospital or an ambulance,” a Link2Home employee is heard saying in the video posted on Facebook.
“But she’s not sick,” Ms Swansborough answered.
A man identifying himself as a Link2Home supervisor is then heard speaking on the phone call.
“Because it’s so late at night, there’s no temporary accommodation available in Wagga. There’s no services available now,” he said.
“Unfortunately nothing we can do for her. I apologise for this situation.”
The woman was put up for the night by a Wagga resident but is still looking for a more secure option.
“The last I knew she was headed down Baylis Street and heading for the library,” Ms Swansborough said.
Ms Swansborough said the incident was proof that the NSW Government’s claim that everyone can access emergency accommodation when needed was not true.
“All the hotels in their database don’t have reception after 7 pm. So where do people go if they need accommodation late at night?
“Had she spent another night in Wagga out in the cold, she would’ve died.”
Region asked NSW Government department Homes NSW whether it was true that a 56-year-old woman had been denied access to emergency accommodation on Wednesday 12 August.
We also asked whether this contradicted the NSW Government’s pledge that shelter would be available for all those who need it, and whether emergency accommodation was available after 7 pm.
“Homes NSW recognises the distress and uncertainty this situation would have created for this community member and understands the challenges associated with housing instability and homelessness,” a spokesperson said.
“Our priority is to ensure people receive the support they need and access safe accommodation appropriate to their circumstances. Homes NSW continues to work assertively in engaging people experiencing homelessness in Wagga Wagga.
“When people contact Link2Home, staff assess their immediate needs and work to identify the most appropriate housing and support options available at the time. Arranging Temporary Accommodation depends on a range of factors, including accommodation vacancies, provider capacity, and the completion of required assessment and verification processes.
“The time of day can also affect available options, as Link2Home works with a network of accommodation providers and support services to respond to urgent housing needs. In this case, contact was made at approximately 11.30pm, which limited the accommodation options available at that time.
“Language or communication barriers should never prevent someone from seeking assistance. Link2Home staff work with individuals to understand their circumstances and identify the most appropriate support options, and people can be supported by an advocate when contacting the service.”
The spokesperson said identity and validation checks are required before Temporary Accommodation can be arranged.
“These safeguards help protect clients from identity theft and provide important safeguards for people experiencing domestic and family violence, including where there may be concerns about coercion,” the spokesperson said.
“Where these requirements cannot be met, Link2Home will work with the person to explore alternative support options, including referrals to Specialist Homelessness Services.
“We will review this interaction to identify any opportunities for improvement and ensure our staff continue to receive the training and support needed to deliver the best possible service and care, helping to ensure vulnerable people seeking assistance receive the support they need while appropriate safety requirements are maintained.”
