Welcome to your new Specialist Disability Accommodation (SDA) at Nesti! We’re delighted to have you join our community and grateful that you’ve chosen us as your SDA provider.
Your SDA home is equipped with modern amenities designed to support your independence. This Handbook is your guide to settling in smoothly, providing all the information you need and answering any questions you may have.
We hope your time here will be fulfilling, and we look forward to a successful tenancy together.
Warm regards, The
Team
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Moving in: What should I expect?
At Nesti, we’re committed to upholding your rights as a tenant and providing support throughout your tenancy to ensure you can exercise informed choice and control.
Our responsibility to you
Our responsibilities to you as an SDA tenant align with the NDIS Code of Conduct. Here's what it means for you:
• We respect your rights to express yourself, make decisions, and be independent, following the law.
• We keep your personal information private.
• We provide support and services safely and competently.
• We act with honesty and transparency.
• If there's a problem, we'll address it right away to make sure you get the best support.
• We'll do everything we can to prevent and stop any kind of harm or abuse towards you.
• We'll do everything we can to prevent and stop any inappropriate behavior.
Your responsibilities
As a tenant, you’re also required to uphold the following behaviors to ensure your successful tenancy:
• Treat Nesti staff, other tenants, and neighbours with respect.
• Occupy the premises in a manner that respects the privacy, safety, and well-being of other tenants, staff, and neighbors.
• Refrain from using or allowing the premises to be used for any illegal activities or the consumption of illegal drugs.
• Avoid causing any disturbances or nuisances.
• Take care to avoid intentionally or negligently causing damage to the premises.
• Promptly inform Nesti within 3 days of any damage occurring or other concerns of feedback that may impact your tenancy.
• Maintain the premises in a clean condition, including contributing to the cleaning of shared communal areas in a shared SDA home.
We'll maintain your property in good condition and carry out any repairs and maintenance promptly, as per the response times indicated on page 15.
• Ensure that your visitors adhere to the terms of the Tenancy Agreement.
• Abide by house rules (where applicable)
The table below outlines other responsibilities in an SDA home and who is responsible for them.
Claiming Rent payments
Conducting property maintenance
Council rates
Delivery of Daily supports
Emergency Evacuation Procedures
Fire testing & maintenance
Garden Maintenance
Incident reporting
Initial Training in AT & SDA Home features
Internet service & usage
Managing Board Paymentsif applicable in shared homes
Reporting of Maintenance
Strata fees
Supporting tenants’ transition to housing
Tenancy management
Tenant customisation/modifications
Tenant matching and compatibility
Utility service charges
Utility usage charges
Vacancy Management
Note: some sections only apply to shared living
Responsibilities in an SDA home
You the Tenant
SIL Provider Nesti Property Manager Landlord
Agreements and payments
Additionally, as you prepare to move into your home, there are some important arrangements that you need to be aware of and ensure are made.
Tenancy Agreement
Before moving into your SDA home, it's necessary to have a signed Tenancy Agreement in place. This document outlines your rights as a tenant and includes all the terms and conditions specific to your specialist disability accommodation.
As a crucial legal document for your tenancy, it's important to keep it up to date. Your cooperation in renewing this document when necessary, throughout your tenancy is greatly appreciated.
SDA Funding
Living in Specialist Disability Accommodation requires having the suitable level of SDA funding, dependent on factors like the design, type, and location of the house. Once you’ve moved in and the property is enrolled as an SDA dwelling, SDA funding will be claimed monthly in arrears from your NDIS Plan.
It's vital to ensure your NDIS plan maintains the correct SDA funding level at all times. If there are any changes to your SDA funding level, it's essential to inform us promptly. We’ll then work with you and your Support Coordinator to urgently address this with the NDIS so we can safeguard your tenancy.
Rental contribution
Tenants are responsible for paying a rental contribution known as the Maximum Reasonable Rent Contribution (MRRC) for Specialist Disability Accommodation. This contribution is due every two weeks and is calculated according to the NDIS Pricing Arrangements for SDA, as outlined below.
• 25% of the Maximum Base Rate of the Adult Disability Support Pension
• 25% Pension Supplement 100% of the Maximum Commonwealth Rent Assistance (CRA).
To safeguard your tenancy, It's important to ensure that your rent is consistently paid on time and in advance. As part of your tenancy sign-up, your Property Manager will supply you with all the essential details needed to set up your rent payments, such as bank account details and reference numbers.
If you encounter challenges in meeting a rent payment, it's important to promptly contact your Property Manager to discuss the possibility of arranging a repayment plan.
You have several options for making rent payments:
It’s crucial to ensure that your NDIS plan maintains the correct SDA funding level at all times. If you need help with this, let us know.
1. Centrepay deductions: If you receive Centrelink benefits, you have the option to arrange for your rent to be paid directly to Nesti from Centrelink. Our staff can assist you in setting up a Centrepay deduction if this is your preferred method of rent payment.
2. Direct debit: You have the option of arranging automatic payments from your online banking account to Nesti, or you can make rent payments in person at your bank.
3. Online banking: You also have the option to process rent payments directly from your online banking account.
Claiming your CRA Entitlement from Centrelink is essential as it helps cover the required rental contribution for your SDA accommodation. Your Property Manager can offer guidance and information to help you arrange this with Centrelink.
In a shared home environment, we’ll work closely with you and your SIL Provider to ensure all tenants are well-suited and compatible.
It’s important to inform us if you have pets before moving into a property so we can ensure the home is suitable for you.
Bond
Bond is an amount of money you pay at the start of your tenancy to cover any costs you might be liable for at the end of your tenancy (such as property damage, outstanding water charges or unpaid rent). The maximum bond amount is set in law and is currently 4 weeks of rent. The bond money is held centrally by the State Government Bond Administrator, not Nesti.
Your bond will be returned at the end of your tenancy if you do not have any debts owing and do not have any property damage or cleaning costs to pay. Government assistance is available to help people pay their bond and your Property Manager can provide you with further information.
Modifications and alterations to the property
If you require additional equipment, technology, or any modifications to tailor your room or home to your needs, you must obtain the necessary permissions from the property owners (landlord) via Nesti. This includes installing items such as grab rails, ceiling hoists, hooks on the walls for artwork or TVs, etc.
For all therapy-prescribed equipment and technology modifications, you must complete Nesti’s SDA Customisation and Alteration form. Your Property Manager will assist in obtaining the necessary permission from the owners. Once approved, you can proceed with the required work, some of which may be funded under your NDIS plan, with assistance from your therapists.
Please note that when you vacate your room and home, you will be required to restore the room and home to its original condition.
Living in a shared home
Moving to a shared SDA home involves understanding that you'll be living alongside other individuals, and all tenants need to be aware of and accommodate each other.
Under a signed Collaboration Agreement, Nesti will work closely with you and your SIL Provider to ensure that all tenants sharing a home are well-suited and compatible. As you transition to your shared home, we'll gather necessary information to assess compatibility, prioritising the long-term happiness, safety, and security of all tenants. When there's a vacancy, we ensure the existing tenants' choices and preferences are considered as much as possible when matching new tenants.
Utilities
Tenants are responsible for setting up certain utility accounts, including electricity, internet, and, if needed, landline services. Throughout your tenancy, you will be accountable for paying all utility bills incurred. If you possess a concession card, you may qualify for discounts on various utility expenses. For further details on this, please consult your Property Manager. In an SDA home shared with others, your SIL Provider might assume the responsibility of setting up the necessary utility accounts to manage the utility bills for all tenants in the home. In such cases, it’s important to discuss with your SIL provider to understand how costs are divided among tenants.
Pets
Under some conditions, you may be able to have a pet, but you must obtain permission beforehand. It's important to inform us if you have pets before moving into a property so we can ensure the home is suitable.
If you are living in a shared home, as part of the application process, we will need to conduct an assessment to ensure a pet will be suitable for the other tenants. Additionally, you'll be asked to pay a 'pet bond' of $260.00 to cover fumigation costs related to having a pet at the home. This amount is held by the State Government Bond Administrator, not by Nesti.
Living in and managing your SDA home
To ensure your success in your SDA home, you may require support from both your SDA provider and your Supported Independent Living (SIL) provider. Knowing the difference between these providers and the help they offer you is essential for your well-being. It also ensures that any concerns during your tenancy can be promptly resolved.
• Nesti as your SDA Provider is responsible for maintaining your property in good condition by ensuring that any maintenance and repairs are promptly carried out. This also includes providing you with initial training on any assistive technology in your home and explaining any special SDA features in the home.
• Nesti offers tenancy support throughout your tenancy to safeguard your rights as an SDA tenant. This involves helping to resolve any significant conflicts with housemates or your SIL Provider that could compromise your safety or tenancy.
• If you require daily living supports, you may have a Supported Independent Living (SIL) Provider who will offer the necessary care to help you live more independently in your home.
• Your SIL Provider is responsible for addressing your day-to-day care needs and ensuring your personal care and safety within your home.
Access to the property
At the beginning of your tenancy, you will receive a complete set of property keys at sign-up to give you access to your home. In the event of key loss, please notify your Property Manager immediately as it poses a security concern. You will be responsible for covering the cost of replacement keys or, if necessary, new locks.
In a shared SDA home, your SIL Provider will also receive a complete set of property keys to enable them to access your home so they can provide the necessary supports to you and the other tenants. You are responsible for ensuring that any other service providers who need to access your home to provide you with services have the appropriate level of access.
Strata Titled Properties
If you’re moving into a rental property within a Strata Titled complex, there may be additional rules or by-laws that apply. Your Property Manager will explain these before you sign your first Tenancy Agreement. The Strata Title by-laws may be attached to your Tenancy Agreement if available.
Some examples of these rules include additional approval from all owners for modifications, by-laws regarding pet ownership, parking restrictions, speed limits within the complex, noise regulations, and front garden standards.
If you share your home with other tenants, it’s important to ensure that anyone you grant access to your home respects the rights of other tenants and adheres to the house rules.
Your SIL Provider is responsible for your day-to-day care needs and ensuring your personal care and safety within your home.
Tenants are required to notify us of any damage to the property promptly. This means we can collaborate with you and your SIL provider to promptly address needs, ensuring the safety of all tenants.
Property inspections are nothing to worry about — they’re an opportunity to discuss any support you need, maintenance requests, or other matters with us.
Property Inspections
Under the Residential Tenancy Act, we're required to conduct regular property inspections and provide you with 7-14 days' written notice beforehand. Inspections are nothing to worry about — they're an opportunity to discuss any support you need, maintenance requests, or other tenancy matters with your Property Manager.
We'll coordinate with your SIL Provider to accommodate your schedule, as we prefer your presence during the inspection. If you're unable to be present, we'll use our keys to enter your home. Tenancy laws permit landlords to enter your home in your absence to conduct inspections or if there’s an emergency. Any issues identified will be communicated to you in writing, and we may arrange a follow-up visit to ensure they're resolved.
Assistive technology and Fire Safety Design
Depending on your SDA home’s design, it may feature various assistive technology and fire safety equipment, such as Facial Recognition Technology (FRT), Residual Current Devices (RCDs), Smoke Detectors, Fire Sprinklers, Fire Panels, and Fire Walls. These are installed to ensure maximum safety in the event of a fire and to meet SDA dwelling design and compliance standards.
If you encounter any issues with the technology, devices or equipment in your home, please contact your Property Manager immediately for assistance. Nesti is responsible for arranging electrical inspections and maintenance of this technology, devices and equipment to ensure they are functioning correctly for your safety.
Property damage
Tenants are required to promptly notify us of any damage to the property. When property damage occurs, Nesti will collaborate with you and your SIL provider to promptly address maintenance needs, ensuring the safety of all tenants. Additionally, Nesti will need to determine responsibility for the costs of the damage, which may involve contributions from the tenant, the SIL Provider, and the property owners.
There are 4 categories of damage when we make our assessment. Thay are:
1. Fair wear and tear - Fair wear and tear is a natural occurrence where fixtures and fittings in your home gradually deteriorate over time due to normal use. You will not be held responsible for any charges related to this; the owner is accountable.
2. Structural damage – this is the damage to essential components of the property structure, such as its foundation, loadbearing walls, roof, floors, and supporting beams. You will not be held responsible is accountable.
3. Willful damage – We will investigate the damage and charges will apply for any damage caused intentionally, negligently, or accidentally by you, your SIL provider, other service providers, household members, or visitors. If you are charged with tenant liability, you are responsible for paying the total repair costs after completion. If you're unable to pay the full amount, we can discuss setting up a Repayment Plan, allowing you to pay off the debt through instalment.
4. Third Party Damage - Caused by an uninvited third party onto your property, will not be charged to you if reported to the police within 24 hours and a Police Report Number is provided to us. If you know the person responsible, their details must be given to the police. We may verify provided information and press charges to recover the cost of damages.
Repairs and maintenance
Tenants should promptly inform their Property Manager of any repairs or maintenance issues. Your maintenance will be assessed based on provided information, so please include as much detail as possible.
It’s crucial to avoid attempting repairs yourself, as unauthorised repairs may lead to further damage and result in charges being applied to you.
Scheduling requests
We’ll make every effort to schedule access to your property at a convenient time for our team and contractors to evaluate and perform necessary work. If we can’t reach you, we may issue a Notice of proposed entry to premises (Form 19) to notify you of our intended entry.
Our goal is to conduct repairs as soon as reasonably practicable, although wait times may vary depending on scheduling trades. Whenever possible, we will expedite the process by utilising Nesti’s Maintenance team. On the right, you’ll find examples of our estimated response times for reported repairs or maintenance requests.
After hours emergency repairs and maintenance
Nesti provides an after-hours service for emergency maintenance, and repairs outside of regular business hours. However, for medical emergencies, please dial 000 for urgent assistance.
For after-hours emergency repairs and maintenance, please refer to the maintenance contact sheet in your house. Examples of emergency after-hours situations include:
• Gas leaks
• Burst water pipes or damaged water fittings causing significant water loss
• Loss or fault in electricity, gas, or water supply
• Malfunctioning smoke alarms or Residual Current Devices (RCDs).
Troubleshooting
We encourage you to troubleshoot the following emergencies before contacting us or the appropriate authorities:
ELECTRICAL
If there’s a power outage outside of business hours, check the electricity supply unit. It’s usually inside the property but may be mounted outside at head height. You may also wish to contact Western Power for scheduled power outages in your area.
WATER
For significant water leaks, locate the stop tap outside the front of the property. After shutting off the water, call for assistance immediately on our after-hours number
GAS
If there’s a gas leak, find the shut-off valve outside the front of the property. Once gas supply is shut off, call our after-hours number or on 13 13 52.
Response time categories and examples
Repair or Maintenance Issue
Broken cupboard hinge
Burst water pipe
Cupboard hinge Fencing
Fire Sprinklers
Flooring
Fly screen replacement
Functional failure of an essential item /appliance
e.g. oven, washing machine
Gas leak
Kitchens
Power loss
RCDs
Re-painting
Roofing
Water
Windows not opening
Emergency numbers
POLICE, FIRE, AMBULANCE life threatening emergency 000 (triple zero)
WA POLICE 131 444
POISON INFORMATION HOTLINE 13 11 26
ATCO GAS for leaks, faults and emergencies 13 13 52
DEPARTMENT OF FIRE AND EMERGENCY SERVICES for Warnings and Alerts 1300 657 209
Ending your tenancy: what you need to know
Tenants may choose to vacate the property for various reasons, and Nesti will always respect the tenants’ autonomy in making such decisions. If you wish to end your tenancy, you must provide 90 days' written notice of your intent to vacate.
In some cases, we may need to serve you with a notice to end your tenancy if there are significant issues in the home that cannot be resolved. Examples include behaviors of concern that endanger other tenants, significant changes in your support needs making the property unsafe or unsuitable, or significant conflict with other tenants where you are identified as the source of the problem. Except in emergency situations, Nesti will also provide you with 90 days' written notice to end your tenancy.
Important considerations
Upon giving notice of intent to vacate or being served notice to vacate, here are some important considerations to keep in mind.
You are required to leave the property in the same condition as described in the ingoing Property Condition Report (PCR). This includes removing all furniture and personal belongings from the property and cleaning it. If we need to arrange this after you vacate, you may be charged for any rubbish removal and cleaning expenses, or these costs may be deducted from your bond.
If you installed any additional equipment, technology, or made any modifications to your room or home, when you vacate your room and home, you will be required to restore the room and home to its original condition.
• Your Property Manager will conduct a final Property Condition Inspection, which you are welcome to attend. You will receive a final report on the property's condition and may be asked to rectify any damage to restore it to its original condition. Any damage, cleaning, and carpet cleaning costs may be charged to you, although you'll have the opportunity to address these yourself where possible before vacating.
You will need to continue paying rent up to the agreed vacation date and settle any outstanding balance on your account. If you have any concerns or financial constraints, please contact your Property Manager before moving out, as they may be able to negotiate a payment plan with you.
• In cases where you leave unexpectedly without providing the required 90 days' notice to vacate, we may need to continue claiming SDA funding for up to 90 days after you no longer physically reside in the property. The duration of SDA funding claim after your vacancy depends on the number of SDA residents your property is enrolled to accommodate. Specific NDIS rules and regulations regarding this will be discussed with you when you sign your Tenancy Agreement to ensure your understanding prior to entering into the tenancy.
• You are legally required to provide us with a forwarding address so we can send any relevant correspondence to you.
Nesti will issue a final account to your forwarding address once all invoices are received (such as a final water account and charges for tenant liability cleaning, rubbish removal, or damage repairs). The Joint Application for Disposal of Security Bond will be included for your signature. If you agree with the final account, you must sign the disposal form using the same signature you used when lodging the bond and return it to us so the bond can be returned to you by the Bond Administration. Nesti will aim to complete this final account as quickly as possible.
• Lastly, we would appreciate your feedback as you vacate through our services, and this can be provided via our tenant exit survey. Your feedback helps us to improve our services.
All keys and remotes must be returned to Nesti on the day you move out. Failure to return keys may result in charges for a lock change at your cost.
Before moving out, ensure to notify your utility companies and settle any outstanding accounts to prevent continued charges.
About Us
Nesti Housing is a for-purpose West Australian housing provider. We work directly with people seeking housing, service providers, Support Coordinators, therapists, developers and landlords, to create quality housing solutions for the community that empower people to live their best life.
We specialise in managing properties and tenancies, as well as providing housing solutions for individuals who need support. This includes those with disabilities, individuals transitioning from the justice system, people experiencing homelessness, and those in need of crisis or transitional housing.
At Nesti, we’re not just a housing provider; we’re also licensed real estate agency collaborating with private investors, landlords, non-governmental organisations (NGOs), service providers, and property developers. Our goal is to build a community where everyone feels a sense of belonging and connection. Our mission is simple: We empower people to live their best lives and our values are at the core of everything we do.
Key Contacts at Nesti
Your Property Manager: We empower people to live their best lives.
Feedback, concerns & complaints
We value your feedback regarding our service. If you disagree with a decision we’ve made or are dissatisfied with any aspect of our service, we encourage you to voice your concerns with us.
You have the option to appeal decisions you disagree with or to lodge complaints if you believe our actions have had negative consequences. You can do so via your Property Manager, or by submitting your feedback via our feedback form included in your sign-up pack. Additionally, you can access the feedback form as an online option on our website. We are dedicated to addressing your concerns promptly and working towards improvements based on your feedback.
At the heart of Nesti are our values:
Other supports and services available to you during your tenancy:
Compassionate
We listen with our hearts and minds understanding that everyone has their own journey.
Respectful
We respect ourselves, our colleagues, and the people we support. We are open to new ways.
Collaborative We understand we’re all in this together. We work together with a ‘can do’ attitude to achieve mutual goals.
Resilient
We bring our best self to work recovering quickly when things change.
Courageous We have the courage and integrity to do what’s right, even when it’s hard.
