Merton Living Support at Home
(In-Home Care)
How to Access Support at Home
The Support at Home program helps older people stay independent, safe and connected in their own homes.
It replaces the Home Care Packages (HCP) program from 1 November 2025 and brings together several types of in-home aged care into one simpler program.
To access Support at Home services, you’ll need to:
1. Apply through My Aged Care – you can start an application online at www.myagedcare.gov.au or by calling 1800 200 422.
2. Have your needs assessed – an independent Aged Care Assessor will contact you and possibly arrange to visit you in your home to understand your situation and determine what level of support you’re eligible for.
3. Choose your provider – once you’ve been approved, you can nominate Merton Living as your chosen Support at Home provider. We’ll work with you to design a personalised care plan that fits your needs, preferences and budget.
Merton Living currently has capacity to welcome new clients across Denman, Muswellbrook and surrounding communities.
If you’d like help applying or want to talk through your options, please contact our friendly Support at Home team on (02) 6547 2684 or visit our office at 45 Ogilvie Street, Denman NSW.
Support at Home Services
What We Can Help With
You may be eligible for support in areas such as:
Personal care – bathing, grooming, dressing and toileting
Meals and nutrition – preparing and eating meals, help with groceries
Domestic assistance – cleaning, laundry and household tasks
Home and garden maintenance – keeping your home safe and accessible
Transport – getting to appointments, shops and community activities
Social and community connection – companionship or group activities
Reablement and independence support – help to regain or maintain daily living skills
Health and therapy support – mobility, hearing, or vision assistance
Short-term or respite support – after illness or to give carers a break
The types of services you receive will depend on what your My Aged Care assessor identifies as necessary to meet your individual needs and goals.
How We Work With You
At Merton Living, everything we do is person-centred — meaning we listen to what matters to you and work alongside you to design supports that fit your life, goals and preferences.
Here’s what to expect once you’ve been approved for Support at Home:
If you haven’t yet been approved for Support at Home, we can help you get started by contacting My Aged Care on 1800 200 422 or visiting myagedcare.gov.au.
We also offer private, fee-for-service options if you’re waiting for approval or wish to purchase additional supports.
Assessment and Care Planning:
After your My Aged Care assessment, our care partner will meet with you to talk about your goals, daily routines, preferences and priorities. Together, we’ll design a personalised care plan that supports your independence, safety and wellbeing.
Collaboration and Choice:
You, your family or nominated supporter are involved in all decisions about your care. As much as possible, you’ll have choice and control over the types of supports you receive, when and how they’re delivered, and who provides them.
Scheduling and Continuity:
Our team will work with you to agree on suitable service times — whether that’s personal care, home help, meals or social visits — and ensure you see familiar faces wherever possible.r nominated supporter are involved in all decisions about your care. As much as possible, you’ll have choice and control over the types of supports you receive, when and how they’re delivered, and who provides them.
Workplace Safety Check:
Before services begin, we’ll carry out a Work Health and Safety inspection of your home to make sure the environment is safe for you and our staff.
Assistive Technology & Home Modifications:
If your assessor recommends aids, equipment or home modifications, we’ll guide you through the process — from quotes and approvals to coordination with qualified trades and suppliers.
Ongoing Review:
We’ll check in regularly to review your goals and make sure your care plan continues to meet your needs as they change.
If you haven’t yet been approved for Support at Home, we can help you get started by contacting My Aged Care on 1800 200 422 or visiting myagedcare.gov.au.
We also offer private, fee-for-service options if you’re waiting for approval or wish to purchase additional supports.
Support at Home Costs
We want you to always understand what you’re paying for. Our latest price list is available on our website and is updated regularly.
How it works
- Most of your care is paid for by the Australian Government.
- You might pay a small amount depending on your income and the types of services you receive.
- Fees are worked out by Services Australia using national rules, so everyone is treated fairly.
- You can check what your fees might be using the Fee Estimator on My Aged Care.
Everyday services and clinical care
- You might pay something for everyday services like cleaning, gardening or meals — the same kinds of things you’d normally pay for in daily life.
- Clinical care, like visits from a nurse or therapist, is always free and fully funded by the government.
If you’re worried about fees
- If paying fees is hard for you, Services Australia can help.
- You can ask for a fee reduction or exemption, and our team can help you with the forms.
- We also offer private services if you’re waiting for government approval or want to buy extra help.
Your Rights
At Merton Living, we believe every person has the right to feel safe, respected and heard when receiving care and support. All aged-care clients in Australia are protected under the Aged Care Statement of Rights. You can read the full Statement on the Department of Health, Disability and Ageing website.
Feedback and Complaints
We welcome your feedback at any time.
You can:
- Talk to your care partner or any staff member
- Phone our office on (02) 6547 2684
- email admin@mertonliving.org.au
- write to us or visit our office at 45 Ogilvie Street Denman NSW 2328
If you’re not happy with our response, or prefer to speak to someone independent, you can contact:
- Aged Care Quality and Safety Commission (ACQSC) – call 1800 951 822 or visit agedcarequality.gov.au
- Older Persons Advocacy Network (OPAN) – call 1800 700 600 or visit opan.org.au for free, confidential advice and advocacy.
Whistleblower Protection
We take all concerns seriously.
Our Whistleblower Policy is designed for reporting very serious matters, such as suspected fraud, corruption, misconduct, or risks to client or staff safety. It is not for everyday service complaints or feedback — those should be raised directly with your care partner or through our feedback and complaints process above.
However, if you have a serious concern, you can make a confidential report under our Whistleblower Policy. Your identity will be protected, and you are legally safeguarded from any negative consequences for speaking up.
Our Commitment to Respect and Cultural Safety
Merton Living is committed to providing services that are inclusive and culturally safe for everyone. We value diversity and treat every person with dignity, compassion and understanding — regardless of age, background, culture, faith, gender or ability.
Privacy
Your privacy matters to us.
We follow the Privacy Act 1988, the Aged Care Act 2024, and our own Privacy Policy to make sure your personal and health information is handled safely and confidentially. We only collect information we need to provide you with the best care — such as your contact details, health needs and emergency contacts. We store this information securely and only share it with others (like your doctor or My Aged Care) if you give consent or if the law requires it.
You have the right to:
- See and update your personal information
- Tell us who we can and can’t share your information with
- Withdraw your consent at any time
Compliance Statement
Merton Living complies with the Aged Care Act 2024, the Aged Care Quality Standards, and all national privacy, safety and fee transparency requirements under the Support at Home program. We are committed to providing care that is safe, person-centred and respectful.
Testimonial
“It’s the independence they give me by helping you know that someone will be there for you. I like the help because I keep thinking I am going to fall every minute. I am really happy and I never look back. I get to stay at home.”