Guardian Living Australia is a national leader in Specialist Disability Accommodation (SDA), delivering high-quality housing solutions that enable people with disability to live with greater choice, independence and quality of life. As both an SDA developer and registered SDA provider, we manage the full lifecycle of SDA, from acquisition, development and construction through to tenancy, property and SDA management. We work collaboratively with participants, support providers, developers and capital partners to create sustainable housing outcomes while driving innovation and excellence across the sector.

Role Purpose & Context

The Tenancy Officer supports the effective tenancy and property management of Guardian Living Australia’s Specialist Disability Accommodation portfolio.

The role assists with day-to-day tenancy administration, participant onboarding, property inspections, occupancy management, maintenance follow-up and record keeping. It helps ensure SDA dwellings remain safe, accessible, appropriately maintained and operated in accordance with applicable tenancy legislation, NDIS requirements, SDA enrolment conditions and Guardian Living Australia policies.

Working closely with the Housing Manager, Tenancy Team, and the broader Journey team, the Tenancy Officer plays a key role in delivering a positive tenant experience, supporting sustainable tenancies, and ensuring compliance across the SDA portfolio.

Key Accountabilities

Tenancy Management

- Support Tenancy Specialists and the Housing Manager with the administration of allocated tenant and property portfolios.
- Prepare, process and maintain SDA service agreements, residential tenancy agreements, residency agreements, renewals, variations and related documentation.
- Support participants to understand their tenancy rights and responsibilities and access tenancy-related information in an accessible format where required.
- Ensure tenancy and SDA documentation is completed in accordance with applicable state or territory tenancy requirements and Guardian Living Australia procedures.
- Coordinate participant onboarding, tenancy sign-ups, move-ins, room changes, transfers and exits.
- Ensure participants and their authorised representatives receive copies of signed agreements and relevant tenancy information.
- Maintain accurate tenancy commencement, occupancy, vacancy, transfer and exit records.
- Prepare and issue tenancy notices, letters and other correspondence within required timeframes and approval authorities.
- Respond to housing and tenancy enquiries from participants, families, guardians, nominees and support coordinators.
- Support the administration of reasonable rent contributions, including payment records, rent reviews, arrears monitoring and escalation.
- Provide accurate occupancy, agreement and SDA funding information to Finance to support claiming and reconciliation processes.
- Maintain appropriate privacy, consent and information-sharing records

Occupancy and Vacancy Management

- Support the Journey and Housing Teams with vacancy administration and participant transition activities.
- Ensure participants’ housing preferences, accessibility requirements and compatibility considerations are appropriately recorded and communicated.
- Support property tours, participant meetings,



tenancy applications and housing suitability activities.
- Assist with the coordination of move-in readiness, including agreements, property condition, keys, access devices, emergency information and required stakeholder notifications.
- Support shared-living vacancy processes that take account of the needs, preferences, safety and choices of existing residents.
- Maintain clear separation between housing decisions and decisions relating to the participant’s choice of SIL or other NDIS support providers.
- Escalate actual, potential or perceived conflicts of interest relating to participant placement, support-provider arrangements or housing decisions.
- Support exit processes, including notices, property inspections, return of keys, account finalisation and updating of occupancy and SDA records.

Property & Maintenance Support

- Conduct scheduled property visits, routine inspections, entry and exit condition inspections and other tenancy-related inspections as directed.
- Assist tenants to report maintenance concerns and ensure requests are recorded and referred appropriately.
- Monitor outstanding maintenance requests and follow up to support timely resolution and tenant satisfaction.
- Escalate urgent repairs, safety hazards, accessibility failures and significant property damage in accordance with Guardian Living Australia procedures.
- Liaise with participants, SIL providers, contractors, building managers and internal teams regarding access and completion of approved works.
- Document and escalation concerns where a dwelling may no longer meet its enrolled SDA design category, building type, occupancy configuration or other applicable requirements..
- Maintain accurate records relating to maintenance requests, inspections, and tenancy-related property matters.

Housing Management Support

- Provide day-to-day administrative and operational support to the Housing Manager.
- Assist with tenant meetings, property visits, agreement sign-ups, inspections and follow-up actions.
- Gather and verify information for tenancy, occupancy, vacancy, rent, property and compliance reports.
- Coordinate communication between the Housing, Journey, Finance, Development, Maintenance and Compliance teams.
- Support the Housing Manager with portfolio reviews and outstanding-action tracking.
- Progressively develop the capability to manage allocated tenancy and property responsibilities under the direction of the Housing Manager.
- Provide coverage and support across the broader tenancy portfolio where required

CRM & Systems Administration

- Prepare, process and maintain tenancy, SDA, participant, occupancy and property records and documentation, ensuring accuracy and compliance with applicable state or territory tenancy legislation, privacy requirements and Guardian Living Australia procedures.
- Update system information in a timely manner following tenant interactions, property updates, and key tenancy milestones.
- Generate or assist with tenancy,



occupancy, vacancy, maintenance and compliance reports.
- Support the development and improvement of CRM templates, workflows, checklists and reporting processes.
- Escalate system or data-quality issues that may affect tenancy management, SDA claiming or compliance reporting.

These deliverables are indicative and subject to change based on business priorities. (Refer to Line Manager for role specific KPIs)

- Accurate and timely tenancy administration, onboarding, and documentation.
- Accurate tenancy, occupancy, and reasonable rent contribution records maintained.
- Effective support provided to Tenancy Specialists and the Housing Manager.
- Maintenance requests and tenancy-related property matters appropriately monitored, escalated, and documented.
- Compliance, safeguarding and property risks promptly identified and escalated.
- Property visits, inspections, and agreement sign-ups completed as required.
- Positive and professional stakeholder engagement and communication.

Key Capabilities

Skills & Criteria

- Experience in tenancy, housing, social housing, community housing, property administration, or a related field.
- Understanding of the Residential Tenancies Act (or ability to quickly acquire).
- Ability to communicate with people with disability using a person-centred and trauma-informed approach.
- Strong problem-solving and conflict resolution skills.
- Ability to maintain confidentiality and exercise discretion when handling sensitive information.
- Strong administrative, organisational, and record-keeping skills with a high level of accuracy and attention to detail.
- Excellent communication and stakeholder engagement skills, with the ability to build positive relationships with tenants, participants, families, and service providers.
- Ability to manage competing priorities, exercise sound judgement, and elevate issues appropriately.
- Proficiency in Microsoft Office 365 and experience using CRM or housing management systems.
- Knowledge of NDIS SDA requirements and tenancy legislation, or the ability to quickly acquire this knowledge.
- Relevant qualification in business administration, community services, social housing, community engagement, or a related field (desirable).
- Current Driver Licence and willingness to undertake property visits and inspections.

Systems & Platforms

- Property/ Tenancy Management software (Intermediate)
- HubSpot CRM ( Basic – Intermediate )
- Microsoft Office 365 (Word, Excel, Teams, SharePoint- Intermediate)
- Project/ task management tools (Basic – Intermediate)

Behaviours

- Detail-oriented and accurate - takes pride in getting things right the first time.
- Organised and productive - manages workload proactively and meets deadlines consistently.
- Warm and professional in all participant and stakeholder interactions.
- Collaborative and supportive - a reliable team member who steps in where needed.
- Discreet and trustworthy in handling sensitive participant and financial information.
- Curious and improvement-focused — looks for better ways to do things.
- Adaptable - comfortable working in a growing, fast-paced organisation.

If you have any questions about this role or would like to request a full job description, email or call .

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📌 Tenancy Officer (Melbourne)
🏢 Guardian Living
📍 Melbourne