Quality standards

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SDA service quality and safeguarding

Haven; Home, Safe has quality and safety management systems in place to ensure we understand and meet client, statutory and regulatory and third-party requirements.

Haven; Home, Safe is:

    • A registered SDA provider, independently audited and certified to meet the requirements of the NDIS Practice Standards. 
    • A regulated community housing provider under the Victorian Housing Regulatory System.

We have established policies and systems which operate in accordance with the requirements of the NDIS and applicable state-based laws in relation to the provision of SDA, including:

    • Advocacy
    • Governance and management
    • Human rights consideration
    • Privacy
    • Service agreements with NDIS participants
    • Tenancy management
    • Complaint handling
    • Incident Management
    • Quality and Safety
    • Compliance with the Residential Tenancies Act (VIC)
    • Compliance with the NDIA Act and Rules


Human rights

    • Promoting dignity, independence and participation of people with disability through accessible housing and integrated support services. 
    • Consulting with people about their needs and preferences.

    • Supporting people to make informed decisions and choices about their housing and support.

    • Respecting the role of advocates, families and support people.
    • Providing accessible information and flexible services.
    • Protecting people from abuse, neglect and exploitation.

Conflict of Interest Management

Haven; Home, Safe operates as an SDA provider only and is not a provider of other types of SDA supports or services. 

Each tenant’s housing rights are our priority, including security of tenure, to make sure no-one is disadvantaged by Haven; Home, Safe through any decision about the provision of other NDIS supports within the SDA dwelling.

Information about conflict of interest and any limitations are made clear in SDA vacancy advertising, application and tenancy management processes.

Service agreements with NDIS participants

Haven; Home, Safe supports participants to understand the terms and conditions that apply to their SDA dwelling which are written in the SDA Service Agreement between the individual and Haven; Home, Safe.

The SDA Service Agreement deals with everything required by the NDIS Practice Standards including; the starting date and duration of the agreement, rent and SDA payments, the rights and responsibilities of all parties, notice periods, termination of the agreement, and contact information.

The SDA Service Agreement includes information about dwelling safety features, including fire alarms and building evacuation procedures, and how this information will be communicated to other providers who deliver supported independent living to each participant in the dwelling.

Each participant receives a copy of their SDA Service Agreement signed by the participant and the Haven; Home, Safe representative. Where this is not practicable, a record is made detailing the circumstances.

Service arrangements with support providers

Haven; Home, safe works together with support providers to deliver high quality and safe SDA housing and supports.

A documented Service Arrangement is in place with each participant’s SIL (Supported Independent Living Provider) which meets the requirements of the NDIS Practice Standards.

Tenancy Management

Haven; Home, Safe has established tenancy management systems which meet the requirements of the NDIS and applicable state-based laws.

Haven; Home, Safe manages SDA shared living arrangements with consideration to the housing needs of each participant.

The needs and preferences, including those of the applicant and current resident, are considered in the process of filling vacancies.

We ensure the provision of tenancy-related notices are adhered to and that each participant is aware of their right to seek review of a decision.

We have a policy of sustainable tenancy which involved consultation and support to preserve a tenancy where possible.

Continuity of supports

Haven; Home, Safe has procedures for continuity of SDA and support services in the event of a natural disaster or other emergency.

Complaints and Incident management

Haven; Home, Safe has complaints management and incident management systems in place which meet the NDIS requirements, including mechanisms for supporting impacted people.

Home modification and assistive technology

Haven; Home, Safe has mechanisms in place to identify each person’s requirements in relation to SDA design category, access and safety, and to facilitate reasonable adjustments and home modifications as required to meet changing needs.

SDA tenants may contact ActiveSDA to enquire about home modification and assistive technology to reduce the impact of their disability and enhance independence.

Privacy and personal information

Each participant is informed of the reasons for collecting personal, financial, income, and disability-related information for the purpose finalising the SDA Service Agreement and tenancy management.