Updated: August 2023

FAQs for Casa Capace tenants

SDA / SIL Responsibilities

What are the SDA (Specialist Disability Accommodation) Providers Responsibilities?

Your SDA provider will provide a beautiful, safe, SDA compliant home for you to live in. We will also make sure that your home is well looked after, and we’ll arrange for things to be fixed when they break.

What are the SIL Providers Responsibilities?

Your SIL provider will provide some or all of your supports in your new home. They provide supports based on what you have decided on and what is funded in your NDIS plan.

It may include supporting you with meals, personal care, things you do around the house and activities outside the home too, for example shopping.

WIFI Access

How do I connect to WIFI in my home?

Casa Capace provides a WIFI connectivity in every home for participant access. The SIL Provider who supports you manages the WIFI network in the home. To get access to WIFI you can request the Network Name and Password details from them.

Maintenance & Repairs

How do I set up my online Tenant Portal or App for the Property Management System - PropertyMe.

You need to have activated your Tenant Portal or App. You will have received an email from PropertyMe after signing your lease that advises you how to do this.

How do I report that something in my home is broken / not working and needs to be repaired?

You can do this in two ways: 

  1. You can report it directly to us via the online Tenant Portal or App for our Property Management System - PropertyMe. You can then login and click Jobs. Please notify the SIL Provider if you do this, so they don’t report the same job, or

  2. You can report it to the SIL provider who supports you in the home and they will report it to us on your behalf.

How do I get an update on the status of a repair job?

You can do this in 3 ways.

  1. You can view logged repair jobs current status directly via the online Tenant Portal or App for our Property Management System - PropertyMe. You will need to login with your email address and password to do this and click Jobs, or

  2. You can call or email your Property Manager and ask for a status update, or

  3. You can ask the SIL provider who is providing your support in the home, and they will ask us for an update on your behalf.

How do I contact my Property Manager?

  • You can call them via their direct mobile number if you have it.

  • You can email our Property Manager team via pmcasa@dpn.com.au

  • You can call our Property Management team via 1300 723 318.

Payments

What do I pay to live in my SDA home?

  • You pay the SDA Provider while you are living in your home

o   a monthly SDA payment. This is paid directly from the NDIS to the SDA Provider.

o   a fortnightly MRRC (Maximum Reasonable Rental Contribution) payment to your SDA Provider. This is paid
directly from the participant to the SDA Provider. It is made up of 25% of your Disability Support Pension
and Pension Supplement, and 100% of your Commonwealth Rent Assistance.

  • You also pay the SIL Provider separate payments relating to the Support they provide you. They will discuss this with you.

How do I know how much I should pay for my home that is SDA?

  • The NDIS publish SDA payment pricing and a calculator annually;

o   SDA Pricing Arrangement’s and Price Limits

o   NDIS SDA Price Calculator - New Builds

Casa Capace uses these.

o   Casa Capace confirms the SDA & MRRC payment amounts with you in the SDA Accommodation
Agreement (Lease) before you move in.

Does my SDA or MRRC payment amount ever change?

  • Yes. They both do.

o   Your SDA payment amount to Casa Capace generally increases annually. This occurs in alignment with the
NDIS’s increase to your SDA funding. 

o   Your MRRC payment amount to Casa Capace generally increases twice a year. This occurs in alignment
with Centrelink’s increase to your DSP / Pension Supplement and CRA funding

Feedback and Complaints

If I am not happy about something relating to my home that is SDA, what can I do?

You can raise your concerns anytime directly with the Customer Experience team at Casa Capace. Contact options are:

I want to make a complaint. How do I do this?

  • If your concern is not resolved to your satisfaction, you can make a formal complaint to Casa Capace in accordance with our Feedback & Complaints Policy.

  • If your concern is not resolved to your satisfaction, you can make a formal complaint to the NDIS Quality & Safeguards Commission

If I am not happy with my support (SIL), what can I do?

  • You can raise your concerns anytime directly with the SIL Provider’s representative.   

  • If your concern is not resolved to your satisfaction, you can make a formal complaint to the NDIS Quality & Safeguards Commission

Moving Out

What should I do if I choose to move out?

  • You need to provide notice to Casa Capace in writing. Your notice requirement is outlined in your SDA Accommodation Agreement but is generally 21 days. 

  • Your notice period is calculated from the day written notice is given.

  • You need to continue your payments until completion of the notice period.

Emergencies

What do I do in the case of an emergency (fire etc)?

  • In the case of an emergency the SIL Provider supporting you in the home will activate their Emergency Management Plan and support you to stay safe.

  • To maximise your safety Casa Capace ensures all homes are equipped with Fire Safety Systems (sprinklers, smoke alarms etc) that are regularly maintained in accordance with Australian Standards.