What is ILO support?

The ILO Supports stage takes your planning and designs from Stage 1, and finds the solutions to implement, manage, monitor and adjust your ILO supports to help you work toward your goal. 

The provider you work with for the Exploration and Design stage does not need to be the same provider you work with to deliver the ILO Supports. However the provider you choose to deliver your ILO Supports should be involved during the first stage to make sure they can deliver the supports and services you need.  


ILO providers need to be experienced in developing individualised supports, take a person-centred approach and be able to put you at the centre of any planning and decision making. 

Providers of ILO Supports will

  • build and organise your support package 
  • help you find hosts or housemates 
  • assist when needed to find the right home (noting that the NDIS does not pay for housing) 
  • write agreements, with your help, between you, your host or housemates and the provider
  • prepare and settle you into your new living arrangement
  • undertake dispute resolution and problem solving if something isn’t working
  • ensure compliance with the NDIS Code of Conduct  
  • maximise your safety and others in the living arrangement
  • provide ongoing monitoring and review of your living arrangement to make sure it is meeting your needs
  • ensure that you achieve your home and living goals 

The ongoing success of Stage 2 is based on agreements between you, your provider and your host or housemate. The agreements set out roles, responsibilities and expectations of everyone. Your provider should ask you what is important to you to include in the agreements. 

Primary supports 

In an ILO we call the people you live with primary supports. There are two main types of primary support, a host or a housemate. 

Your primary supports are the main people who help you at home. Depending on your needs and what you want, they might help with things like:

  • personal care
  •  cooking
  • cleaning
  • emotional support
  • getting ready for work
  • making sure you’re safe at home.


A host living arrangement is where you live other people, which might be a family, in their home. 


Housemates might live with you in your own home, a house you rent, or a house you rent together. 

Whether you are supported by a host or housemate, there will also be supplementary supports in place. 

Supplementary supports

These are extra supports put in place on top of your primary support. These supports are flexible and can be paid or unpaid. You can use them to get extra or different support from time to time – like when your hosts go on a holiday. Or you might use them if you need support outside the usual times your primary support is available – for example they might work late sometimes.
Examples of supplementary supports include:

  • a second host to share your support needs
  • on-call arrangements
  • support of a mentor
  • a good neighbour
  • structured supports from family or friends.

ILO Supports funding 

There are 3 levels of ILO Support. We work out which level of support best suits your needs based on your circumstances and what is reasonable and necessary. More information on how we decide the right amount of funding is available in the ILO Guideline .

Support claiming

Your provider will claim against your plan for setting up and running your ILO arrangement. You should agree this amount with your provider.

An agreed amount, which is reasonable and necessary and reflects the level of support provided can be claimed from your NDIS plan by your provider for your primary or supplementary supports. 


Safeguarding requirements apply to all ILO arrangements.

Your ILO supports must be delivered in line with the NDIS Act and relevant NDIS Quality and Safeguards Commission requirements including the NDIS Code of Conduct .


Agreements are an important part of ILO. They set out roles, responsibilities and expectations of each person in the living situation. The provider will develop agreements between you and them and between you and your host or housemate. The provider will also have an agreement with your host or housemate. The agreements should be explained to you in a way that is easy for you to understand. 

Suitability of premises

Providers have a responsibility to make sure that the home is safe for you to live in. 

Health and wellbeing

Providers must have processes and procedures that ensure that ILO living arrangements maintain an environment that upholds your health, wellbeing and safety. 

Training and development

Providers must ensure that their staff and hosts or housemates have the necessary information and training needed for their roles.

Support in times of difficulty

Providers must have clear guidance for you, your families and host or housemates about what to do if something goes wrong. 


Providers must have clear complaints processes. 

Support outside the host arrangement

Having other informal support, like friends and family to visit and check on you, is important to actively check on the quality and safeguarding of the ILO arrangements. 

This page current as of
6 April 2022
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