Choosing a Supported Independent Living provider is one of the biggest decisions you’ll make, and the new registration rules in 2026 add another important factor to consider. Finding the right provider is about more than meeting the requirements. It’s about choosing people you trust, who understand your goals and feel like the right fit for everyday life. Here are seven questions we think every participant and family should ask, along with why they matter and what to listen for.
1. Are you registered with the NDIS Commission for SIL?
Start here, because from 1 July 2026, every SIL provider must be registered with the NDIS Commission, or have applied by 1 October 2026 to continue delivering support while their application is being assessed.
A good provider should be able to clearly explain their registration status, and you can always verify it yourself through the NDIS Commission. Our guide on registered vs unregistered providers explains what registration means and why it matters.
It’s worth starting here because registration is now the foundation for everything else. Once you know a provider meets the new requirements, you can focus on the things that make the biggest difference to your everyday life. If a provider isn’t registered and isn’t planning to be, they’ll need to stop delivering SIL under the new rules.
2. What training and screening do your support workers have?
The people supporting you each day are a big part of what makes a house feel like home, so it’s worth asking about who they are.
A good answer covers worker screening checks and ongoing training, not just a one-off induction. The people supporting you will become part of your everyday life, so it’s important to know they’re well prepared for the role. It’s also worth asking how they support your specific needs, whether that’s manual handling, medication, or positive behaviour support. A good provider should be able to talk you through their approach clearly and confidently, giving you peace of mind about the people who’ll be supporting you.
3. Is support available 24/7, including sleepovers and on-call?
Every person’s support needs are different, so it’s important to understand how a provider’s staffing model will work for you.
Ask whether support is available around the clock, and how overnight support is provided, whether that’s active overnight support, a sleepover arrangement, or on-call. A good provider will explain how your specific needs would be supported, rather than simply saying they offer 24/7 care. The important thing is that the level of support matches what you need, both during the day and overnight.
4. How do you match housemates, and can I meet them first?
If you’ll be sharing a home, the people in it shape your daily life significantly.
A good provider takes housemate matching seriously and should, at minimum, be open to arranging a meet-and-greet before anyone commits. If this isn’t part of their process, it’s worth asking how they approach compatibility. You’re looking for a provider who sees housemate matching as building a home, not simply filling a vacancy.
5. What costs are covered, and what’s out of pocket?
It’s always better to understand the costs upfront.
A good answer should clearly separate what SIL funding covers, which is your support, from what you pay yourself, such as rent, groceries, utilities and bond where applicable. If anything is unclear, it’s completely okay to ask for more detail. You can also ask for an example of what a typical week looks like, including what is covered by NDIS funding and what comes out of pocket. A provider who can explain this clearly will help you make a more informed decision.
6. How will you communicate with me and my family?
Support works best when communication is clear and you know exactly who to reach out to.
Ask who your main point of contact will be, how often you’ll hear from them, and how they manage changes or concerns. A good answer is practical and specific: a named contact, an easy way to get in touch, and confidence that you and your family will be kept in the loop.
7. Can I tour the home and see the community nearby?
Photos only tell you so much. The real test is being there.
A good provider should welcome an in-person visit so you can see the home, meet some of the team, and get a feel for the local area and what’s nearby. It’s worth looking at practical things like how close shops, transport and parks are, and what day-to-day life in the home actually feels like. If visiting isn’t possible, ask why and see what other ways they can help you get a feel for the home before making a decision. A home you’ll be living in should feel accessible to see and understand before you commit.
Things worth paying attention to
A few things may be worth clarifying early on, such as registration status, how easy it is to arrange a visit, how costs are explained, how communication works, and how consistent staffing feels. How a provider treats you before you sign is often a good indication of what working with them will be like.
None of these on its own is necessarily a deal-breaker, and every provider can have an off day. But if something doesn’t feel quite right over time, it’s worth pausing and asking more questions.
Choosing a SIL provider is about more than ticking boxes. The right provider should leave you feeling informed, listened to, and comfortable asking questions. Those early conversations often say a lot about what the relationship will feel like day to day.
How What Ability answers these questions
These are exactly the questions we’d encourage anyone to ask, including us. We’re proud to be an NDIS registered provider, but we also know great support is about much more than meeting the standards. It’s about finding support workers you genuinely connect with, building independence at your own pace, and feeling at home in the place you live. We’d love to show you how we do that.
Frequently asked questions
What’s the most important question to ask in 2026?
Whether the provider is registered with the NDIS Commission for SIL. Registration is mandatory from 1 July 2026, so a provider who won’t or can’t register can’t keep delivering your SIL.
Should I tour before deciding?
Yes. An in-person visit shows you how a provider really operates, far more than a brochure or a website ever will.
Who can help me choose?
Your support coordinator can help you compare registered options and weigh them against your needs.
- Tyrone Faulkner
