The pre-Pathways system presented significant challenges for individuals seeking housing, including:

Complex and confusing processes: Multiple agencies and providers offered diverse housing options, with unclear pathways for accessing assistance.

Duplicated efforts: Applicants often had to retell their stories and submit multiple applications to different organizations.

Inconsistent assessments: Different eligibility criteria and prioritization processes led to inequities in service delivery.

Key Features of Housing Pathways:

The strategy addressed these issues through several key elements:

Centralized Information and Advice: Clients receive comprehensive information about all available housing options from the outset, eliminating the need to navigate multiple agencies independently.

Simplified Application Process: A single application allows clients to describe their needs and preferences, which is then accessible to all participating housing providers. The application is designed to assess eligibility, identify appropriate support products, and flag cases requiring immediate action or further assessment.

Standardized Assessment Processes: A common set of criteria and procedures is used for assessing client needs and eligibility, ensuring consistency and equity. This includes both initial and more detailed assessments that consider individual circumstances and support needs.

Common Eligibility and Prioritization Guidelines: All clients are assessed against the same criteria, improving fairness and transparency in decision-making. This includes development of a common prioritization system to rank applicants based on the urgency of their needs.

Single Statewide Waiting List (NSW Housing Register): The strategy introduced a unified waiting list, giving applicants access to a broader range of housing options (Aboriginal, public, and community housing). This also provides administrative benefits for housing providers and better data for strategic planning.

Enhanced Support for Housing Providers: While providers maintain autonomy over their housing allocation decisions, common policies and the NSW Housing Register streamline operations.

The strategy was implemented in two phases. Phase 1 (2010) focused on establishing a single application form, the NSW Housing Register, and a new ICT system to support service integration and coordination. Phase 2, planned for completion by 2012, aimed to fully integrate common prioritization guidelines, expand the range of available housing options (including affordable housing), and enhance the ICT system. A "No Wrong Door" protocol was established, ensuring that clients receive consistent advice and referrals to appropriate services regardless of their point of entry into the system. An advisory council oversees the implementation and ongoing operation of Housing Pathways.