Merger FAQs

Answering your questions about the merger of House with No Steps and The Tipping Foundation.

Our top 5 FAQs

Both House with No Steps and The Tipping Foundation (Tipping) aim to help people with a disability live a great life. The NDIS is creating exciting opportunities for organisations like ours to meet the needs of people with a disability in new and better ways.

We have come together to increase our impact and help our customers flourish under the NDIS by providing consistently high-quality services; attracting, developing and retaining the best staff; and investing in customer-centric technology and systems.

Together, we will:

Focus on improving and expanding our existing services. Based on a deep understanding of customer needs we can invest into new appropriate, accessible and affordable housing models and the enhance specialist capabilities around complex needs, trauma-informed practice and active support.

Deliver on our customer excellence goals by building the stability, capability and capacity of our passionate and skilled workforce.

Accelerate our technological advancements and strategic innovation. We will focus on fundamentals such as building online portals for customers to manage their supports, implementing customer relationship management tools and enhancing systems to improve rostering. We can also explore how we can utilise virtual reality and assistive technology in the future.

We are now a leading for-purpose organisation operating across eastern Australia, focused on the human rights of people with a disability. Our merger is not about getting bigger; it’s about being better together. We are committed to helping shape the new disability services market across Australia in the best interests of our customers and all people with a disability.

Tipping is a leading Victorian based disability service provider. It provides a range of everyday and specialist disability services and supports – in accommodation, in home and in the community, much like House with No Steps. It was established in 1970 by prominent disability advocate E.W. (Bill) Tipping. You can find information on their website: www.tipping.org.au

Victorian Person Centred Services Inc (Vista) is an associated entity of Tipping and a well-regarded provider of services to people with a disability and young people who are vulnerable. It provides community, child/youth and family support.

We are all trusted disability service providers.

We’re better together and we share many synergies. Our values are aligned, and we both have a strong commitment to empowering people with a disability. We also both offer broad range of similar services and supports.

Both organisations have strong reputations and brands and will continue to operate under their existing names for the foreseeable future.

We now support around 5000 customers throughout eastern Australia.

In NSW, we support people from Narooma in the south to Tweed Heads in the north and out to Condobolin in the west.

In Queensland, we have services from Currumbin in the south to Townsville in the north. We also stretch out to Toowoomba to the west of Brisbane. In the ACT, our presence is from Amaroo through to Canberra and Condor.

And in Victoria our scope stretches from Horsham in the west to Bairnsdale in the east. We also have services from Swan Hill in the north west to Wangaratta in the north east and we stretch south to Geelong.

More FAQs

By joining forces as experienced NDIS providers, we will help our customers flourish under the NDIS by providing consistent high-quality services, attracting, developing and retaining the best staff and investing in customer-centric technology and systems.

We are a leading for-purpose organisation focused on the human rights of people with a disability. We aim to help shape the new disability services market across Australia in the best interests of our customers.

The inaugural Board of the merged organisation is in place. The Chair is Candice Charles. Richard Madden is Deputy Chair. You can find more information about our Board.

The CEO is Andrew Richardson, who has been CEO at House with No Steps for over a decade. The Executive Leadership Team is:

Graeme Kelly (former CEO of Tipping and Vista), Chief Strategy Officer
Mark Doro, Chief Transformation Officer
Kim Parish, Chief People Officer
Robyn Eicker, Chief Marketing Officer
Brett Lacey, Executive Director, Businesses and Children’s Services
Rob Watkins, Executive Director of Support Services
Scott Sheppard, Chief Customer Officer
Tiffany Roxburgh, Chief Financial Officer

Absolutely. We will continue to operate under our existing brand names, and customers will be supported by the same staff in the same services. Over time, we will work in partnership with customers and staff to improve and refine our services as we strive to help more people with a disability live a great life.

Both organisations have extensive policies and procedures that guide our staff in their work and ensure that all customers are well supported. As a merged organisation, we are working together to ensure that policies are aligned, effective and simplified where relevant.

We have a comprehensive feedback and complaints policy to ensure that issues are raised and actioned quickly. For now, you can continue to raise concerns, complaints or give feedback in the same ways:

Talk to your local staff or management

Call the customer service line on 1300 538 746

Contact Your Call (an independent whistleblowing service) on 1300 788 712 (quote HWNS1962)

No, your services will not cost more as a result of our merger. Your funding will continue to be provided by the National Disability Insurance Agency or by the relevant government funding body that currently provides your funding.

Our customers are at the centre of all we do. As a merged organisation, we are committed to providing individualised, person-centred services to all customers.

We will continue to measure the quality of our services through focused conversations, regular reviews and feedback from customers, family members and carers.

Over time, we will work with you to enhance the individualisation of our services and truly ensure that people are able to choose the services they want and need as well as the staff that provide them.

You can speak to your local staff, call our Customer Service team on 1300 538 746 or email merger@hwns.com.au

Support from individuals, organisations, and the community are vital to our ability to help people with a disability with quality services now and in the future.

The funds we raise will continue to provide the additional support required for services and customers with the greatest need.

If you have identified a specific service you would like your bequest to support, we will honour your wishes. In the case where you have not determined where we should spend the funds, we will ensure that this is provided to the services that are in greatest need.