By Kevin McCreton
The second annual survey of retirement / lifestyle communities has confirmed that the industry is a mixed bag as far as residents are concerned.
The Catalyst Satisfaction Index, released in July 2023, sees two thirds of residents (68%) rating their provider 8, 9 or 10 out of 10. The range of satisfaction ratings goes from a high of 86% for a leading West Australian operator to an underwhelming low of 39% for a South Australian organisation - and everything in between.
Realising the house and garden were too much to manage was the key trigger for survey respondents who made the move into a retirement village.
"It became hard to look after the house and garden. The family banned me from getting up the ladder." - Male respondent, 81
Location was the number one factor when it came to shortlisting retirement villages. Then it was down to layout/floorplan, fee structure, facilities, buy-in cost, and well-presented gardens. Most residents say they reviewed three or more sites before making a decision.
"It was affordable, the right size and there were activities on offer. Wonderful location. I love the design of our home." - Male, early 60s
"A new site, close to family members. A really spacious home." - Female, early 70s
Most residents are happy with the sense of privacy their site offers. Two-thirds like the gardens and open spaces. Well-kept gardens can certainly be representative of an organisation that wants to care for its residents.
"Good residents and excellent community facilities and gardens." - Male, over 81
"It provided us with what we needed and a village with a lot of green space at a price we could afford." - Female, late 60s
The three biggest bugbears across the industry are village management, facility maintenance and adequacy of staffing. There are far more verbatim accounts in the survey about inadequate management than praiseworthy comments:
"Elder abuse by management." - Female, early 60s
"I'm doubting my decision to come and live here, purely based on the way residents are treated by management. They are bullies and have no public relation skills." - Female, late 70s
"It's a dictator-run village. If I had known this, I would not have come." - Male, over 81
Barely half of the respondents (54%) compliment their provider for maintenance of facilities. Many survey respondents feel their providers do not "walk the talk":
"They do not put their residents first. They do not spend very much money on the upkeep of the facilities." - Female, early 70s
"Park owner representatives won't listen to anyone. The village is in disrepair." Male, early 70s
"They do not maintain gardens etc. to standards required and village is generally looking very run down." - Female, early 70s
Two-thirds of residents are very happy with the sense of community at their site. For many, retirement living is a great way to build a new community:
"People are friendly and welcoming and truly allow you to be as involved or not as you choose in the life of the community." - Male, early 70s
"The best move I have made, interacting with like people, and you can do as much as you want." - Female, early 70
While the majority are positive, some respondents do not thrive on the social front:
"It's very cliquey. If you're not with the 'in crowd' it's not a welcoming place." - Female, late 60s
"There are a group of older residents who dominate. Some of them are bullies acting as if the place is their domain to rule." - Male, late 60s
At least eight in 10 report having access to group activities and social functions. Four in 10 say they would like more to be offered in terms of education sessions (financial planning, history, gardening) at their village. One in three would like more "welcome events" for new residents and one in four would like sporting / games tournaments against other retirement villages.
In the general population, at least four in 10 say they would consider retirement / lifestyle communities as an option but, in reality, about 6% make this move as their needs change.
The industry still has a considerable way to go to improve the simplicity and transparency of contracts. Fear of hidden expenses is a barrier, as are "bad news" stories.
Overall, six in 10 would recommend their village - but it's a mixed bag.
Shoppers must undertake their own thorough research, including obtaining specialist legal advice. And speaking to current residents at a village is highly recommended as part of the research process.
Kevin McCreton is managing director of Catalyst Research and author of The Catalyst Report. The latest study was conducted in partnership with National Seniors Australia and residents' associations across Australia. 10,442 responses were received to the survey and Catalyst would like to thank all participants and associations for their support. Among the five winners of iPads for participating in the survey were National Seniors member EM and subscriber SD.
