NDIS cleaning: what support coordinators should ask a provider

Consistency of the cleaner

For many participants, a rotating cast of unfamiliar cleaners is distressing. Ask whether the provider assigns a consistent cleaner or small team to each participant, and what happens when that cleaner is away.

Black Swan assigns consistent, police-checked team members to NDIS participants wherever possible, with notes carried across visits so routines are respected.

Communication and invoicing

Ask how the provider communicates schedule changes, whether they can work with plan managers, and how invoicing is structured for NDIA-managed, plan-managed and self-managed participants.

Respect for the home

The cleaner is working in someone's personal space, not a commercial site. Ask how the provider trains staff around privacy, belongings and the participant's preferences — and whether there's a simple way to raise a concern. Our 24-hour re-clean policy applies to every NDIS service.