Message from the CEO
At Sylvanvale, our values of belonging, choice, contribution, respect, and safety are at the heart of everything we do. They shape our culture, guide our decisions, and define how we support people with disability. FY25 has been a year of purposeful growth, where these values have been reflected in every achievement, every conversation, and every step forward.
Throughout all our work, we continue to strengthen the positive relationship between NDIS providers and the NDIA, particularly through collaborative initiatives like Alliance20. In my capacity as an Industry Chief Executive representative, and through Sylvanvale’s active membership in Alliance20, we’ve played a key role in shaping annual price reviews and advocating strongly for the sector. This includes my leadership of the Home & Living Innovation Priority Group, where we’ve championed forward-thinking approaches to support and housing.
We’ve made significant strides in expanding housing options that promote independence and flexibility for people with disability. In September, we proudly opened 10 new Individual Apartment Living (IAL) apartments at Woolooware Bay, in partnership with AccessAccomm. This stunning waterfront development fosters a vibrant and inclusive community, where residents live independently with tailored support. In November, we further extended our reach with the opening of new villas in Jannali, in collaboration with Good Housing, adding more Supported Independent Living homes to our portfolio.
Additionally, we commenced development on a new Specialist Disability Accommodation (SDA) property in Illawong, in partnership with the Sylvanvale Foundation. This project is designed to provide highly customised living environments for individuals with complex support needs, reinforcing our commitment to inclusive, person-centred housing solutions.
We are continuing to take important steps to listen more closely to our community. Our biennial Client and Carer Voice Survey saw a significant increase in participation and strong results, with 92% of clients and 85% of families/carers reporting overall satisfaction—both above industry benchmarks. Clients highlighted improvements in having a say in their supports, trying new things, and communication. Families and carers noted progress in innovation, personalised housing, and being consulted before decisions. In parallel, our Staff Engagement Survey showed strong participation and improvement across key areas, including career development, recruitment, and involvement in decision-making. These insights are helping us shape targeted actions to improve housing options, strengthen staff capability, and support client choice and inclusion.
In a similar spirit of progress, we commenced a research partnership with La Trobe University to measure and better understand client engagement across our services. This initiative is part of a broader collaboration with La Trobe, through which all our frontline managers completed Active Support and Practice Leadership courses to ensure we continue to elevate the quality and consistency of support we provide.
We also joined a technology thought leadership group facilitated by Lumary, helping us stay at the forefront of digital innovation and industry standards. This collaboration ensures that the technology we use is not only fit for purpose but also future-ready.
Recognising that change in the disability sector can be complex and sometimes overwhelming, our Operations team delivered a series of NDIS information sessions for families and carers. These sessions helped demystify upcoming changes and translate them into practical insights, strengthening relationships and building confidence across our community.
Our Operations Executive, Cathy Quinn, also shared her expertise on workforce strategy, highlighting how disability service providers like Sylvanvale can achieve long-term gains by reducing reliance on casual staff. By investing in a committed team of part-time and full-time employees, we’re able to offer greater continuity, stability, and quality of care to the people we support.
This year also marked a special milestone. Benita, one of our longest-serving staff members, celebrated 35 years with Sylvanvale. Her dedication and care are a powerful reflection of the culture we’ve built and the values we live by.
To our staff, thank you for your energy, care and commitment. To my Executive Team, your leadership and reliability continue to drive our success. To our Board, thank you for your strategic insight and stewardship.
And to the people we support, their families and carers, thank you for your trust. You are the reason we strive to do better every day.
Leanne Fretten
CEO