State of the SDA Sector with Vera Living CEO Jacob Collier | Podcast

In this episode of the Steadway NDIS Podcast, Chris Hall sits down with Jacob Collier, CEO of Vera Living, to unpack the current state of the Specialist Disability Accommodation (SDA) sector in Australia.
The conversation explores the evolving SDA landscape, participant independence, housing quality, investor behaviour, collaboration between SDA and SIL providers, and the growing importance of customer experience within disability housing.

Chris and Jacob also discuss SDA eligibility, the housing crisis, innovation in construction and design, the risks of poor-quality developments, institutional investment, modular housing, and why the future of SDA depends on ethical collaboration and long-term thinking. A deep dive into one of the most important and rapidly evolving areas of the NDIS.

Chris Hall: Welcome to the Steadway NDIS Podcast. My name is Chris Hall, your host, and I’m honoured to have Jacob Collier on the line with me today. Jacob is the CEO of Vera Living, one of Australia’s largest SDA providers, with properties across multiple states. Jacob and I have known each other for a few years, and today we’re going to talk about the state of the SDA sector — where the industry is heading, the challenges providers face, participant outcomes, innovation, and much more. Jacob, welcome to the podcast. It’s great to have you on the show. 

Jacob Collier: It’s a pleasure. Thanks, Chris. You finally got me here. It’s been a bit, so thank you for your patience. 

Chris Hall: No worries at all. You’ve been CEO of Vera Living for approximately eight years now, so you’ve seen a huge amount of evolution within the SDA sector and the broader NDIS landscape. I’d love to jump straight into the deep end. When we think about SDA, ultimately it’s about independence, dignity, and quality of life. Sometimes there can be misconceptions that if someone has SDA funding, they must automatically require massive levels of core supports — but that’s not necessarily true at all. Some participants live incredibly independent lives because of the building design, assistive technology, location, informal supports, and the environment around them. So from your perspective, broadly across Australia, do you think the SDA sector is genuinely delivering on that promise of independence, dignity, and quality of life for participants? 

Jacob Collier: That’s a great question. This might sound slightly controversial, but I think for a lot of people SDA absolutely does deliver on that promise — but for a huge number of people, it still doesn’t. Part of that is because the sector is constrained by land prices, development pressures, and different business models. But another part is that SDA can’t simply be about the built form itself. It also has to be about community, connection, lifestyle, and location. I think sometimes the industry gets too focused on the physical specifications of the property rather than the broader meaning and purpose behind SDA. 

Chris Hall: Absolutely. And it also depends on the participant’s journey. For example, we support people who’ve transitioned directly from hospitals into SDA after major life-changing events. Sometimes the NDIS itself is completely new to them. They’re suddenly navigating this entirely unfamiliar world: What is SDA? What does the NDIS fund? What am I responsible for? What are my rights and options? It can be an incredibly overwhelming process. That customer journey piece feels hugely important in terms of how SDA providers and support providers guide people through the process. 

Jacob Collier: Exactly right. The SDA journey is incredibly complex because there are so many moving parts within the ecosystem. The number of acronyms alone can overwhelm someone entering the system for the first time. You need a strong support coordinator, well-written occupational therapy reports, advocacy, SDA expertise, SIL collaboration, and navigation through NDIA processes. There are enormous barriers to entry for participants. Then on top of that, participants need to understand which properties exist, whether a property is appropriate, what funding category they have, what level of support they need, and whether the location suits their life. The journey itself is absolutely central to achieving a good outcome. 

Chris Hall: We actually recently built a free e-learning series on the Steadway website specifically because we recognised how confusing SDA can be for participants and families. It walks people through SDA eligibility, different housing pathways, Appendix H, living alone versus shared arrangements, funding categories, what the NDIS covers, and what participants may contribute themselves. Because there’s never one person who understands every part of the NDIS. You really need experts around you helping guide the process. 

Jacob Collier: Exactly. In many ways, SDA providers become project managers. There are so many moving pieces and stakeholders involved that someone often needs to orchestrate the entire process. That’s one of the most misunderstood parts of what SDA providers actually do. Yes, we provide housing — but first and foremost we’re helping people navigate an incredibly complex pathway to secure the right home and supports. 

Chris Hall: One thing we’ve both seen is participants being approved for funding categories that don’t necessarily reflect their actual support needs. For example, someone who would thrive living independently may be funded for a shared arrangement instead. And increasingly, we’re seeing SDA providers stepping in to fund support coordination hours upfront to help participants pursue change-of-circumstance reviews or better outcomes. That feels like a really compassionate and strategic approach. 

Jacob Collier: Absolutely. We’re seeing more SDA providers taking responsibility for helping participants navigate those pathways because otherwise people can remain stuck in unsuitable situations for years. Sometimes providers are effectively de-risking the process for participants because they genuinely believe the person should have different funding outcomes. Of course, it’s complex and not every case works out — but the intent is to help participants access the housing and supports that truly suit them. 

Chris Hall: One really positive shift I’ve noticed is that participants are increasingly able to “vote with their dollar.” Five years ago there was very limited SDA stock, so participants often had no choice but to move wherever accommodation existed. Now, while the market still isn’t fully mature, participants increasingly have options. That means providers genuinely need to compete on quality. 

Jacob Collier: Exactly. We’re finally reaching a point where quality is being priced into the market. Providers now need to deliver better properties, better locations, better customer experience, and better operational support. Otherwise vacancies increase. That’s a healthy evolution for the sector. There’s less room now for low-quality providers or poor-quality developments. 

Chris Hall: We’ve also seen a shift away from the old “SDA investment property” hype. A few years ago there were all these advertisements promising enormous returns to everyday investors without properly understanding participant outcomes or operational complexity. 

Jacob Collier: That’s right. The reality is that SDA is not a simple property investment class. It’s incredibly specialised and operationally complex. Institutional investment tends to work better because portfolio risk is spread across many properties. For example, if a “mum and dad” investor owns one three-resident house and occupancy drops, there’s enormous financial pressure to fill that vacancy quickly — even if the participant matching isn’t ideal. Whereas larger institutional portfolios allow providers to prioritise ethical matching and participant outcomes rather than purely financial pressure. That’s incredibly important. 

Chris Hall: Let’s talk about collaboration between SDA providers and SIL or core support providers. From your perspective, what does genuine effective collaboration actually look like? 

Jacob Collier: Honestly, compromise is probably the first word that comes to mind. Both sides need to understand the operational realities each organisation faces. For example, SDA providers need occupancy stability, SIL providers need viable staffing ratios, participants need good matching, and funding timelines can vary enormously. Real collaboration means solving problems together rather than operating in silos. That requires constant communication, flexibility, and human involvement. You can’t solve these challenges purely through systems or email chains. 

Chris Hall: Completely agree. You need shared responsibility, joint problem-solving, shared lead generation, coordinated participant onboarding, and clear communication. That’s where truly participant-centred outcomes happen. 

Jacob Collier: Exactly. 

Chris Hall: I think customer experience is becoming increasingly important too. It’s not just “Here’s your house.” It’s welcome packs, Wi-Fi setup, assistive technology already connected, smooth onboarding, clear communication, and responsive support. Those details matter enormously. 

Jacob Collier: Exactly. The built form absolutely matters, but the overall experience is what drives retention and participant satisfaction. That’s where the sector is really evolving now. 

Chris Hall: Do you think SDA eligibility is broadly understood across the sector? 

Jacob Collier: No — not at all. It’s incredibly nuanced and complex. Participants rely heavily on occupational therapy reports, support coordinators, evidence gathering, NDIA interpretation, and appeals processes. Even experienced providers still see enormous inconsistency in outcomes. And yes — if SDA pathways were better understood, it could absolutely reduce pressure on social housing systems. 

Chris Hall: What about innovation in SDA development? Do you think the sector is genuinely innovating, or mostly just meeting minimum standards? 

Jacob Collier: There’s definitely innovation happening, but affordability pressures are restricting it. Land prices, construction costs, and economic pressures mean many providers are simply fighting for sustainability right now. That naturally slows innovation. But we are seeing advancements in modular construction, customer experience, assistive technology integration, and better design sophistication. The sector is evolving — just perhaps not as quickly as we’d all like. 

Chris Hall: What’s on the horizon for Vera Living over the next 12 months? 

Jacob Collier: We’ve now reached a scale where we can focus even more heavily on innovation and customer experience. Our focus moving forward is better participant experience, community integration, lifestyle outcomes, operational excellence, and collaboration with strong providers. Ultimately, we want to create housing experiences that feel like genuine homes and communities — not simply disability accommodation. 

Chris Hall: Jacob, it’s been an absolute pleasure having you on the podcast today. For anyone wanting to learn more about Vera Living, we’ll include links in the show notes. And if you’d like to learn more about SDA itself, you can visit Steadway’s website where we’ve created free SDA education resources and e-learning content. Thanks again for joining us today. 

Jacob Collier: Thanks for the opportunity, Chris. It’s been great. 

Chris Hall: Cheers everyone. Catch you soon. 

Steadway supports people with disability to live independent, meaningful lives on their own terms. As a registered NDIS provider and SDA specialist, we deliver high-quality, personalised supports and acoommodation designed around each person’s goals, needs, and aspirations. 

We proudly serve Sydney, Hornsby, the Central Coast, Lake Macquarie, Newcastle, and the Hunter Valley. Our experienced team is committed to compassionate, reliable, and forward-thinking disability support—focused on building trust, consistency, and real outcomes that last.