Tenancy FAQs

1. What is SDA?
Specialist Disability Accommodation (SDA) is housing designed for people with extreme functional impairment or very high support needs. It includes accessible features and may support on-site assistance.

2. Who is responsible for managing my SDA tenancy?
Liverty Housing is your SDA provider and manages the property and tenancy. Your individual support provider helps you with daily living. Your Shared Onsite Support Provider helps with ad hoc unplanned support for things that may arise outside of your standard support hours. They can also act as the second person if you need things like 2:1 transfers. 

3. What is the difference between Liverty Housing and my support provider?
Liverty Housing manages the property (repairs, tenancy, lease), while your support provider assists with your day-to-day needs. They are separate organisations.

4. Do I have a lease agreement?
Yes. All SDA tenants sign a Residential Tenancy Agreement or an SDA Service Agreement depending on the state and your eligibility.

5. Can I have guests stay overnight?
Yes, but long-term or frequent guests should be discussed with Liverty to ensure safety and compliance with your lease.

6. What if I want to move out?
Let us know in writing. The required notice period depends on your lease type and your state. We’ll support you with an exit process.

7. How is my rent calculated?
Rent is usually calculated as 25% of your Disability Support Pension plus 25% of the Pension Supplement plus 100% of your Commonwealth Rent Assistance. We do not charge more than the maximum SDA price allowed. We review your rent every 12 months to ensure it remains in line with the NDIS SDA Pricing Arrangements. You can find our more about how rent is calculated by going to the NDIS SDA Pricing and Payments webpage

8. Do I pay a bond?
Yes, in most states Liverty collects a bond, which is lodged with the relevant tenancy authority. 

9. How do I pay rent?
Rent is paid by Direct Debit or Centrepay. Our team can help set this up.

10. What happens if I fall behind in rent?
Let us know as soon as possible. We can discuss a payment plan or financial hardship options.

11. How do I report a repair or maintenance issue?
You can call 1300 156 555, email info@liverty.org.au , or fill out the online maintenance request form on our website.

12. What’s the difference between emergency, urgent, and standard repairs?

• Emergency repairs are issues that risk your health/safety (e.g., fire, flooding) – contact us immediately.
• Urgent repairs affect basic services (e.g., no hot water) – we aim to respond within 24–48 hours.
• Standard repairs are non-urgent and typically completed within 14 days.

13. Who pays for repairs?
Liverty is responsible for general maintenance and repairs. Damage caused by tenants may be reviewed on a case-by-case basis.

14. Can I request modifications to my SDA home?
Yes. Contact your Support Coordinator and Liverty. Funding may be available through your NDIS plan for some changes. Each request for modifications is assessed on a case-by-case basis. We will always do our best to accommodate your modification request. 

Support & Services

15. Can Liverty provide me with support staff?
No. Liverty provides the housing, while your supports are separate to this. If you need help finding support staff, contact your Support Coordinator or the NDIA. 

16. What if my support provider changes?
That’s okay. You have the right to change your individual support provider any time you like. Just keep us informed so we can coordinate for safety and access.

17. What about onsite shared support?

Liverty manages the appointment and review of Onsite Shared Support (OSS) Providers in our properties. We work with tenants to understand what you want from a provider and facilitate appointments based on this information as well as our own due diligence criteria. Each year, we also support you to review the supports you are receiving from the OSS Provider. As part of this review, you can vote to retain or replace the current Provider. If a Provider is voted out, we work with you to appoint a new Provider. 

18. How do I give feedback or make a complaint?
You can submit feedback or a complaint:

• Online via our website
• By email or phone
• Anonymously if you prefer

We take all concerns seriously and will respond promptly.

19. What do I need to do when moving out?
You’ll receive an exit checklist that provides a guide for make good and cleaning, and we’ll arrange a final inspection. Bond refunds are processed in line with state requirements.

20. How long does it take to get my bond back?
Each state has a different timeframe (generally 10–14 business days after agreement on deductions, if any).

21. Who do I contact if I have a question?
You can reach Liverty Housing via:

• Phone: 1300 156 555
• Email: info@livetry.org.au 

22. What happens if I need help after hours?

Our after-hours team is available outside business hours to respond to urgent maintenance requests and can be contacted on 1300 156 555. 

The Onsite Shared Support Provider for your property can help with urgent support requests or troubleshooting your assistive technology. 

If you have an emergency that needs police, fire or ambulance attendance, call 000

Non-urgent tenancy matters will only be responded to during business hours.