Tenancy Officer (Guardian Living Australia)
At Guardian Living Australia (GLA), we believe a great home changes lives. We develop and manage Specialist Disability Accommodation (SDA): high-quality, purpose-built homes that give people with disability more choice, control and independence in how they live. Our purpose is to create homes that support people's health, wellbeing and participation in their community, and to back every home with tenancy support that is as considered as the build itself.
Based in Fitzroy (working hybrid) , you'll be part of the Housing Management team at the heart of GLA's established Victorian SDA portfolio, staying close to the people who live in our homes.
The Role
We're looking for a Tenancy Officer to join our fast-moving Housing Management team. Reporting to the Housing Manager, you'll make sure every tenant has a smooth, well-supported start in their new home, and a consistent, reliable experience for as long as they live with us. You'll keep tenancy documentation accurate and support SDA claiming, coordinate maintenance, and be a warm, professional point of contact for participants, families, support coordinators and service providers.
In practice, that means:
Getting onboarding right: preparing tenancy agreements and sign-up documents so new tenants can move in with confidence
Keeping the experience consistent: answering tenancy queries promptly and following them through to resolution
Acting as a communication conduit: between Maintenance and other business functions/stakeholders and the tenant where required to ensure a smooth tenant experience
Keeping records and claims accurate: supporting SDA endorsements and uplifts, rent tracking and data integrity across our systems
Engaging closely with our key partners: such as SIL (Supported Independent Living) providers who deliver the care for our tenants inside our homes
Regular activity will include:
Prepare and maintain SDA tenancy and SDA service agreements, renewals and onboarding documents in line with Victorian tenancy legislation (including SDA residency agreements) and NDIS requirements
Manage the tenancy inbox on an ongoing basis, responding to enquiries as they arise
Ensure NDIS plans are received and current as well as follow up on plan renewals
Undertake property inspections, including incoming and outgoing condition inspections and regular routine inspections
Support occupancy, vacancy and waitlist administration, and respond to tenancy queries, including reasonable rent contributions
Support Finance with SDA claims and uplifts and rent tracking and arrears follow-up
Coordinate maintenance requests, schedules and vendor administration
Keep tenancy CRM records accurate and prepare regular tenancy, occupancy, claims and maintenance reports
Draft tenant notices, updates and newsletters, and suggest process improvements
This is a hands-on role in a growing team. You'll work closely with the Housing Manager, Facilities Manager and our Finance, Journey and Marketing teams, alongside participants, families, support coordinators, plan managers, SIL providers and the NDIA.
Who you are:
Experience in tenancy, property or social and community sectors, ideally within disability services, housing or a related sector
A current real estate licence is required, or willingness to obtain one within the first six months
Understanding of NDIS SDA guidelines, tenancy legislation and SDA claiming processes (desirable)
Strong attention to detail, with high accuracy in data entry and documentation management
Clear, warm written and verbal communication, with the confidence to engage professionally with participants, families and external stakeholders
Highly organised, able to manage competing priorities and meet deadlines in a fast-paced environment
Curious and confident working with AI tools
Confident with Microsoft 365 and CRM or property management platforms; Tenancy related CRM experience highly regarded
Discreet and trustworthy when handling sensitive participant and financial information
Curious and improvement-focused, adaptable, and happy to step in wherever the team needs you
A qualification in business administration, property management, finance or a related field (desirable)
Right to work in Australia, a current NDIS Worker Screening Check (or willingness to obtain one as part of onboarding) and a valid driver's licence are essential, and the flexibility to travel as needed – travel is not tied to set days
Why is this role different?
Every agreement you process and every follow-up you close helps someone settle into a home built for them. You'll join a person-centred team that values integrity, continuous improvement and getting things right the first time, with real scope to shape how our tenancy processes work as we grow.
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