Split image of a woman cleaning; the left side shows her with a dark background and cleaning supplies, the right side shows her smiling with cleaning supplies and a light background.

Our Care & Service Models at Support At Home

We deliver services based on respect, reliability, safety and genuine care.

Our approach is simple:

we support every client the way we would support our own families.

We combine structured processes, trained staff, compliance, and ongoing communication to ensure a smooth and high quality experience for clients, providers and organisations.

  • We begin by listening.
    Whether you are a client, a family member, a case manager or a provider, we take time to understand:

    • Your goals and priorities

    • Preferred days/times

    • Home environment

    • Cultural preferences

    • Level of support required

    • Any risks or access needs

    This ensures the service plan is personalised, safe and suitable.

  • We match clients with trained and screened workers/Staff based on:

    • Experience

    • Skills required

    • Cultural alignment

    • Language preference (English / Spanish / others)

    • Availability & location

    Your worker arrives well-prepared and follows our internal quality and safety standards.

  • Every service includes:

    • Punctual arrival

    • Clear communication

    • Respectful, dignified support

    • Adherence to safety and hygiene procedures

    • Use of your preferred routines

    • Documentation of any concerns, incidents or changes

    Our team works quietly, professionally and with the client’s comfort as the priority.

  • We ensure consistent quality through:

    • Worker performance reviews

    • Internal compliance audits

    • Incident & risk reporting

    • Continuous improvement processes

    Your feedback matters and directly informs our service enhancements.

  • Needs change? — and your support should, too.
    We review service plans regularly and adjust:

    • Frequency

    • Duration

    • Worker assignment

    • Tasks included

    • Communication preferences

    We keep everything simple and flexible.

Partner Expectations

We work closely with Support at Home providers, case managers, NDIS partners, community organisations and commercial clients.

As partners, you can expect:

✔ Reliable service delivery
✔ Clear communication & quick responses
✔ Compliance ready documentation
✔ Workers who are screened, trained & insured
✔ Transparent processes
✔ Respect for your clients
✔ Culturally aligned support workers
✔ Reports & updates when required
✔ Same day support options (when available)

What we expect from our partners:

✔ Accurate referrals
✔ Clear service requirements
✔ Fast communication regarding changes
✔ Safe and accessible environments
✔ Respect and collaboration with our workforce

Together, we create clean, safe and supportive environments for clients.

Policies & Compliance Summary:

We maintain strong governance through our Integrated Management System (IMS) aligned with:

✔ ISO standards (quality, safety, envoirment)
✔ NDIS Practice Standards
✔ Aged Care Quality Standards (ACQS)
✔ Victorian & WA WHS legislation
✔ Infection control procedures
✔ Internal audits & reviews
✔ Worker screening (Police Check, WWCC, NDIS Screening where required)

All our workers are:

  • Police checked

  • WWCC cleared

  • NDIS screened (when applicable)

  • Trained in WHS & infection control

  • Fully insured (Public Liability, WorkCover & Professional Indemnity)

Compliance Pack available on request

How We Work

Support designed to help clients maintain autonomy, stay connected, and participate safely in their daily lives and community.

  • 1. Service Request Received

    We receive a request from a provider, case manager, organisation or client.

    This may include:
    - New client referral
    - Existing provider requesting services
    - Direct enquiry

  • 2. Needs Review & Confirmation

    Our team reviews the request and clarifies:

    - Service type needed (cleaning, support, transport, etc.)
    - Client needs and priorities
    - Location, timing and access details
    - Any risks or special requirements

    We confirm all details promptly.

  • 3. Worker Allocation

    Be sure to include important details like value, length of service, and why it’s unique.

    The Service Coordinator assigns a suitable worker based on:
    - Availability
    - Skills and experience
    - Location
    - Cultural alignment and language
    - Safety and compliance requirements

  • 4. Service Delivery Begins

    The worker attends the booking and completes the service following our standards:

    - Safe and respectful practice
    - Professional communication
    - Following client preferences
    - Reporting any concerns or changes

  • 5. Follow Up & Communication

    We maintain open communication with:

    - Clients
    - Families (when applicable)
    - Providers / case managers

    We ensure quality, monitor feedback, and address any required adjustments.

  • 6. Ongoing Support & Invoicing

    For ongoing services, we:

    - Provide consistent scheduling
    - Monitor service quality
    - Communicate service updates

    Issue invoices fortnightly (for support and cleaning services)

Response Times Summary

Urgent Bookings
 Same day or next day availability (depending on location and staffing).

Standard Requests
 Assessment & response within 24–48 business hours.

Service Start
 Within 2–5 business days. (It depends on availability/ Please review)

How We Communicate

We prioritise timely, proactive and respectful communication through:

  • Email notifications

  • Phone calls for urgent matters

  • Service feedback follow ups

You will always know who to contact and what to expect.

Locations / Service Areas

Map of Australia with its states highlighted, showing Perth in Western Australia, Geelong in Victoria, and Melbourne in Victoria with red location markers.

Victoria (VIC)

  • Melbourne

  • Surrounding suburbs

  • Greater Geelong

Western Australia (WA)

  • Perth

New service areas will be added as our team expands.

Contact Us

We’re here to support you with reliable, professional and high quality cleaning and support services across Victoria and Western Australia.


Whether you need a commercial cleaning quote, Support at Home assistance or general information — our team is ready to help.

A woman kneeling on the floor cleaning a table with a cloth, while a man standing on a counter sprays or wipes something on the surface.