You've moved into your SDA home, but what happens when something needs fixing? Understanding SDA maintenance responsibilities can feel overwhelming at first. Who handles urgent repairs? What should you report, and how? What's a reasonable timeframe to wait?

This guide breaks down exactly what your SDA provider must do, what you're responsible for, and how to report maintenance issues effectively. Whether you're a participant, family member, or support coordinator, knowing these expectations helps ensure your home stays in good condition and issues are resolved promptly.

SDA providers are responsible for structural repairs, urgent and non-urgent maintenance, and keeping properties to design standards. Participants are responsible for general cleanliness, reporting issues early, and paying for damage they cause. This clear division ensures everyone knows their role in maintaining a safe, comfortable home.

Understanding SDA Maintenance Responsibilities

SDA providers aren't just landlords offering a place to live. They're registered housing providers with specific legal obligations under NDIS SDA Rules and Victorian tenancy law.

Section 28 of the SDA Rules requires providers to keep dwellings "in a good state of repair". This isn't optional. The NDIA payment to providers includes a contribution specifically for property maintenance costs. Your provider has both legal and financial responsibility to maintain the property properly.

Victorian tenancy rights also apply to SDA housing. The Residential Tenancies Act sets clear standards for repairs and maintenance, with specific timeframes providers must meet. Consumer Affairs Victoria provides detailed guidance on these requirements.

Understanding who handles what removes confusion. Your provider manages structural issues, urgent repairs, and keeping accessibility features working. You handle day-to-day cleanliness and report problems when they arise. When everyone knows their responsibilities, maintenance happens more smoothly.

Many participants worry about being "difficult" if they report issues. You're not. Reporting maintenance problems is part of living in any rental property. Providers expect it. Early reporting prevents small issues becoming bigger, costlier problems down the track.

This clarity matters because it empowers you to advocate for a well-maintained home without guilt or uncertainty. You have clear rights, your provider has clear obligations, and Victorian law backs both up.

What Your SDA Provider Must Do

Your SDA provider handles all structural and capital repairs. This means the building itself, major systems, and accessibility features built into the property. They're responsible for keeping your home safe, functional, and meeting NDIS SDA Design Standard requirements.

Structural and major repairs include:

• Building structure (walls, roof, foundations, windows, doors)
• Plumbing and electrical systems
• Heating and cooling systems
• Major appliances provided with the property
• Accessibility features (ramps, hoists, tracking systems, accessible bathrooms)

Urgent repairs require immediate attention. Victorian standards define these as repairs needed to fix problems that pose an immediate health or safety risk, or risk extensive property damage. Your provider must respond as soon as possible, within a maximum of 48 hours.

Urgent repairs include burst pipes, gas leaks, electrical faults, broken locks affecting security, non-functioning toilets (if it's the only one), and complete loss of hot water or heating.

Non-urgent repairs cover everything else that doesn't pose immediate danger. This includes dripping taps, minor appliance issues, cosmetic damage, and wear and tear repairs. Providers must complete these within 14 days after receiving written notification.

Planned maintenance happens on a regular schedule. Your provider should arrange routine servicing of heating and cooling systems, smoke alarm testing, and safety equipment checks. They must give you reasonable notice (usually 48-72 hours) before entering.

Timelines should be clear. Most repairs happen within these standard Victorian timeframes. Sometimes delays occur due to parts availability or tradesperson scheduling, but your provider should keep you informed. Communication matters as much as the actual repairs.

What Participants Are Responsible For

You're responsible for keeping your home clean and hygienic on a day-to-day basis. This includes regular cleaning of floors, bathrooms, kitchens, and living areas. Think of it like any tenancy: you maintain general cleanliness, your landlord maintains the structure.

Your responsibilities include:

• General cleaning and hygiene
• Rubbish removal
• Keeping the property reasonably clean
• Reporting maintenance issues early before they worsen
• Allowing access for repairs at agreed times
• Paying for damage you cause intentionally

Utilities are separate from maintenance. You pay electricity, gas, water, and internet bills just like any tenancy. These aren't maintenance costs, they're your regular living expenses. Your SDA tenancy agreement outlines these details.

Garden maintenance varies by provider. Some providers handle all garden care, others expect basic upkeep from participants. Check your residency agreement or ask your provider what's expected. This varies between properties.

Important clarification: If damage relates to your disability, it's typically not your responsibility. Wall damage from wheelchair use during a medical episode isn't something you should pay for. Normal wear and tear from using mobility aids isn't intentional damage. Don't assume you'll be charged.

You're not responsible for fixing things that break through normal use. A tap that stops working, a door that won't close properly, electrical issues are your provider's responsibility to fix.

Early reporting matters. Spotting a small leak and telling your provider immediately prevents water damage becoming a bigger issue. Your role is being observant and communicating problems, not fixing them yourself.

Urgent vs Non-Urgent Repairs: What's the Difference?

Knowing whether something is urgent helps you understand how quickly to expect repairs. Urgent repairs need immediate action because they create safety risks or could cause extensive property damage. Non-urgent repairs are everything else that needs fixing but can wait a reasonable time.

Urgent repairs (within 48 hours):

• Burst water pipes or major leaks
• Gas leaks
• Electrical faults creating danger (exposed wiring, power failures)
• Broken or damaged door or window locks affecting security
• Toilet that doesn't flush (if it's the only toilet)
• Complete loss of hot water
• Heating system failure in winter
• Serious roof leaks
• Issues with accessibility equipment that affect daily safety

Non-urgent repairs (within 14 days):

• Dripping taps or minor leaks
• Lights not working in some rooms (not complete power loss)
• Minor appliance issues
• Cosmetic damage (scratched surfaces, marks on walls)
• Doors or windows that stick but still function
• Blocked drains (not causing flooding)

A dripping tap isn't urgent, but a burst pipe flooding the bathroom is. A sticking door is non-urgent, but a broken front door lock is urgent. The difference comes down to immediate safety and property damage risk.

Victorian Consumer Affairs Victoria sets these standards. They're not arbitrary. If you're unsure whether something counts as urgent, err on the side of caution and contact your provider immediately. They'll assess the situation and respond according to the actual urgency.

Understanding this categorization sets realistic expectations. If you report a dripping tap on Monday, your provider has until the following Monday to fix it. If you report a burst pipe, they need to respond within two days maximum. Both are legitimate repairs, just different timeframes.

How to Report Maintenance Issues

Reporting maintenance properly ensures issues are tracked and resolved within required timeframes. The process isn't complicated, but following the right steps makes sure nothing gets lost or forgotten.

For urgent repairs:

1. Call your SDA provider immediately – don't wait to send written notification
2. Clearly explain what's wrong and why it's urgent
3. Follow any emergency instructions they provide
4. Document the call (date, time, person you spoke with, what they said)
5. Take photos if safe to do so, but don't delay reporting to take photos

For non-urgent repairs:

1. Contact your provider in writing (email is fine, some providers have online forms)
2. Victorian law requires written notification to start the 14-day timeframe
3. Clearly describe the issue: What's not working? Where is it? When did you first notice it?
4. Explain how it's affecting you if relevant
5. Take photos if helpful
6. Keep a copy of your notification

What to include in your report:

• Your name and property address
• Clear description of the problem
• Location within the property (bedroom, bathroom, kitchen, etc.)
• When the issue started
• Whether it's getting worse
• How it affects your daily life or safety

Victorian reporting process: Consumer Affairs Victoria provides a Notice to SDA Provider form in both standard and Easy Read versions. You can use these forms or just send a clear email. The key is having written documentation.

If you need help reporting issues, asking a family member or support coordinator to assist is completely normal. Many participants benefit from having someone help communicate with providers, especially for complex issues.

Keep a maintenance log. A simple notebook or document with dates, issues reported, who you contacted, and outcomes helps if you need to follow up or escalate later. Write down reference numbers providers give you when you report issues.

Support workers can help you notice issues, but reporting maintenance is between you and your housing provider. Don't rely on support workers to report on your behalf unless you've specifically arranged that.

What Happens After You Report an Issue

Once you've reported a maintenance issue, your provider should follow a clear process. Understanding what to expect helps reduce uncertainty and know when to follow up.

Acknowledgment: Your provider should confirm they've received your report. For phone calls, they might give you a reference number. For written reports, expect an email reply confirming receipt. If you don't get confirmation within a business day or two, follow up.

Assessment: For some issues, your provider needs to inspect before arranging repairs. They'll contact you to arrange a time for someone to assess the problem. Try to be flexible with access times, but they should work around your schedule reasonably.

Timeline communication: Your provider should tell you when the repair will happen. For urgent issues, this should be immediate. For non-urgent repairs, they should give you a timeframe within that 14-day window and arrange a suitable time.

The repair itself: Tradespeople will need access to your home. Your provider should give you advance notice of when they're coming. You can be present during repairs or arrange for a support person to be there. If the tradesperson needs to move furniture or access certain areas, they'll work with you.

Follow-up: After repairs are complete, your provider should check the issue is resolved and you're satisfied. If the problem persists or the repair didn't work properly, let them know immediately. They're responsible for making sure repairs are actually fixed, not just attempted.

Repairs should happen within the timeframes we've outlined. Sometimes delays occur because specialty parts need ordering or a tradesperson isn't available immediately. Your provider should communicate these delays and give you updated timeframes. Silence isn't acceptable.

At Paramount, we coordinate maintenance through clear communication channels. When participants report issues, we acknowledge receipt, arrange assessment or repairs promptly, and follow up to confirm resolution. We know responsive maintenance matters to families choosing SDA housing.

When Maintenance Isn't Done: Your Rights and Options

Most maintenance issues are resolved within the required timeframes. When they're not, you have clear rights and formal processes available through Victorian authorities.

If urgent repairs aren't done within 48 hours:

• Follow up with your provider immediately
• Document the delay and any ongoing safety concerns
• Contact Consumer Affairs Victoria on 1300 558 181 for guidance
• In serious safety situations, you may be able to arrange repairs yourself and seek reimbursement (get advice first)

If non-urgent repairs aren't done within 14 days:

• Send a formal follow-up to your provider in writing
• Reference your original report and the 14-day requirement
• If no response or action within a reasonable further time, you can apply to Consumer Affairs Victoria

Victorian Consumer Affairs process: If your provider hasn't completed repairs, you can lodge a dispute resolution request with Consumer Affairs Victoria. They offer mediation services to help resolve issues between providers and participants. This process is free and usually faster than legal action.

VCAT (Victorian Civil and Administrative Tribunal): If Consumer Affairs mediation doesn't resolve the issue, you can apply to VCAT for a legally binding repair order. VCAT can order providers to complete repairs and, in some cases, compensate you for the impact. You must apply within 60-90 days after reporting to Consumer Affairs.

NDIS Quality and Safeguards Commission: Because SDA providers are NDIS-registered, you can also complain to the Commission about providers not meeting their obligations. The Commission can investigate and take action against providers failing to maintain properties appropriately.

When to escalate: Escalate if urgent repairs remain unaddressed beyond 48 hours without reasonable explanation, non-urgent repairs extend well beyond 14 days with no communication, your provider ignores your reports, or ongoing maintenance issues affect your safety or wellbeing.

Most issues don't reach formal complaints. Good providers respond within required timeframes and communicate openly when delays occur. But knowing your rights and formal processes exist provides reassurance. You're not powerless if maintenance obligations aren't met.

Support coordinators can help you navigate formal complaint processes if needed. You don't have to handle escalation alone.

Planned Maintenance: What to Expect

Beyond responding to problems, your provider should conduct regular planned maintenance. This prevents issues before they occur and ensures safety equipment stays compliant.

Regular servicing includes:

• Heating and cooling systems (usually annually)
• Smoke alarms (testing every 12 months minimum)
• Safety equipment checks
• Hoists and tracking systems (regular servicing as per manufacturer requirements)
• Garden maintenance (if included in your agreement)
• Property condition inspections

Your provider must give reasonable notice before entering for planned maintenance. Usually this means 48-72 hours' written notice. Emergency urgent repairs are the exception – they can enter without notice if there's immediate danger.

You have the right to be present during planned maintenance visits. If you prefer someone to be with you, arrange for a family member or support worker to be there. You can also request the provider conduct maintenance while you're out if you prefer.

Access arrangements: Work with your provider to schedule planned maintenance at times that suit your routine. Most providers try to be flexible. If scheduled maintenance conflicts with medical appointments or important commitments, let them know and reschedule.

Keep a calendar of scheduled maintenance so you know what to expect. Regular servicing dates shouldn't be surprises. If your provider conducts routine inspections, these should happen at predictable intervals with proper notice.

Planned maintenance is your provider's responsibility to organize, but your cooperation makes it run smoothly. Providing reasonable access and being available or arranging someone to be there ensures essential servicing happens on time.

Conclusion

Understanding SDA maintenance responsibilities empowers you to advocate for a well-maintained home confidently. Your provider handles structural, urgent, and non-urgent repairs, maintains accessibility features, and keeps your home to NDIS design standards. You're responsible for general cleanliness and reporting issues early before they become bigger problems.

The reporting process is straightforward: phone immediately for urgent repairs, written notification for non-urgent issues. Victorian timeframes are clear – urgent repairs within 48 hours, non-urgent within 14 days. If these obligations aren't met, you have rights and formal processes through Consumer Affairs Victoria, VCAT, and the NDIS Quality and Safeguards Commission.

Knowing what to expect from your SDA provider, how to report issues effectively, and what timelines are reasonable gives you the confidence to ensure your home stays safe and comfortable. You're not being difficult when you report maintenance problems. You're exercising your rights and fulfilling your role in the provider-participant relationship.

If you're looking for SDA housing with a provider committed to responsive maintenance and clear communication, explore Paramount's properties across Melbourne. We understand that good maintenance is part of providing quality housing families can trust.

Got questions about SDA maintenance or housing? Call us on (03) 9999 7418 or email admin@paramounthomes.com.au. We're happy to talk through your situation.