Frequently Asked Questions

Tens of thousands of people just like you have already made the move to retirement villages all across New Zealand, and many of the questions that are asked by prospective residents all across the country are very similar.

In the course of our research, we have learned the answers to many of the questions that people have asked. For this reason we have put together the following information to help answer those commonly asked questions.

If there is anything you do not understand, or is not covered below, please do not hesitate to contact:
Judy Armour (Village Manager – Independent Living) on 09 575 4164 or sales@sav.co.nz

Here is a copy of our full “Disclosure statement”

What does an “Occupation Right Agreement (ORA)” mean?
It is important for intending residents of independent living units to be fully aware of the nature of their occupation and ownership of their Villa / apartment.

An ORA is the most common form of entry agreement in retirement villages in New Zealand.

An ORA gives residents the exclusive right to live in their Villa or apartment for as long as they are able to and to also enjoy and use the Village facilities according to the terms of the ORA.

While residents occupy their Villa / apartment under an ORA, the title to the land and building remains with St Andrew’s Village, and the ORA does not carry an entitlement to capital gain on termination of the agreement.

All Villages are governed by the Retirement Villages Act 2003 and its regulations. The Act requires the appointment of a Statutory Supervisor whose role it is to protect the rights of the Village residents, particularly so in the event of the Village operator failing to honour its obligations under the Act.

We recommend you get your solicitor to review both the Disclosure Statement and the ORA documentation and explain it to you if you have any queries – most solicitors are familiar with this type of contract as it is typical in the retirement village industry.

What payment do I make when I leave the village?
Payments to make on termination of the ORA are:

The Deferred Management Fee (DMF): This finances the village capital expenditure and costs not covered by the village levy. It is deducted on termination as a percentage of your original purchase price. It is calculated on a daily basis up to a maximum of 30%.

Any other amounts owed to the Village, for example the monthly village levy or accrued charges incurred in the restaurant etc.

A transfer fee (if applicable)

When will the balance of the ORA be repaid?
Within five working days of the Villa / apartment being re-licensed.

Can I bequeath my ORA to another family member or friend?
No. The ORA is not transferable.

Can a Family Trust purchase an ORA?
The ORA can only be issued in the names of the (maximum of 2) residents occupying the dwelling. However, the funds used to purchase the ORA can come from a Family Trust.

In this case it is recommended that you have a separate Deed drawn up between parties involved, to legally identify where the funds came from and where they are later to be distributed on termination of the agreement.

Will my independence and privacy be respected?
Your independence is encouraged. However, assistance is available if needed via both the Village Nurses and Concierge team. You will live in a community of like-minded people, of similar age with lots of different personal situations and personalities.

A wide range of activities and social opportunities are available within the Village – which you can choose to be involved in if you wish. If however, you simply wish to choose the quiet privacy of your own Villa or apartment; that is fine too. The choice is yours.

Am I able to have my pets living with me?
With the consent of St Andrew’s Village management suitable pets will probably be welcome. The only limitation to this is the possibility that your pet could become a nuisance to others in the Village and it may have to be removed.

Pets are not usually able to be replaced unless it is an assistance animal such as a blind or hearing dog etc.

What happens if I have an accident or get sick?
If you have an accident and need immediate attention, simply press one of the strategically placed emergency call buttons in your Villa/apartment. This will be received by a dedicated call centre and an ambulance will be despatched if necessary.

Where an illness is of a temporary nature – nursing, housekeeping and meals can be arranged to make your situation easier whilst you recover. These services are on a “user pays” basis and can be an enormous relief to your family if they are unable to be with you.

If your health deteriorates significantly, the Village Management team will work with you and your family to help you gain access to community services.

If at some point, you are assessed as needing full time clinical care (i.e. rest home, dementia or hospital care), then St Andrew’s has a full continuum of residential care options on our site. These encompass both a traditional care bed option, whereby the room and care services are paid for on a daily basis, and we are also just commencing the construction of a new care suite development which will incorporate 21 care apartments. These care suites will operate under a hybrid model, whereby the apartment is purchased under a new ORA, but the care component is paid for on a daily basis similar to a traditional care bed.

As a resident of the Retirement Village, you will have priority entry to into our residential care centres should you be assessed as requiring those services.

Who is responsible for insurance?
St Andrew’s Village insure the buildings (including carpets and floor coverings, drapes and fixed chattels). You are responsible for insuring your own contents and personal effects, as well as your private motor vehicle. You will also be responsible for the repair costs or excess on any insurance claim arising out of any damage done by yourself or your guests to the dwelling or Village buildings.

Who is responsible for maintenance and repairs?
St Andrew’s Village will be responsible for the costs of maintaining the interior and exterior of your Villa / apartment and the chattels which were provided by us when you first moved in.

What if I want to redecorate my Villa / apartment?
This can only be done in consultation with the Village Management and would be at your own cost.

Under the ORA what payments will I need to make?
The payment you make when you move in:

• Licence fee – This is the full amount you pay for your Villa as agreed in the ORA with St Andrew’s Village.
• Payments you will have to make while living in the Village:
• Village Levy – this fee is charged monthly on a per dwelling basis and contributes to all costs, expenses and other outgoings incurred in operating the Village. (detailed below)
• Service charges (as used) – This can include a variety of items such as meals and drinks from our restaurants, hairdressing salon, some social events, specific clinical services such as wound dressings, injections etc.
• Your normal living expenses e.g. food, electricity, phone and internet, contents insurance.

What is the Village Levy and what does it cover?
The Village Levy (monthly fee) contributes towards the cost of providing the following types of services and charges:

• Exterior and interior building maintenance on your Villa
• Rates
• Utility costs not separately charged (e.g. water)
• Building insurance for your Villa / apartment
• Lighting to common areas, both inside and outside
• 24 hour security coverage
• 24 hour emergency call bell systems
• Maintenance of gardens and lawns of all units
• External maintenance of the Village’s walls and security fencing
• Rubbish removal
• Administration and management
• Use and enjoyment of all Village amenities
• Access to the Village nurse team for general assistance
• General maintenance to the exterior and interior of your Villa / apartment, including any chattels supplied by St Andrew’s Village upon entry.

It does not include items such as:

• Insurance on your furniture, clothes, appliances and personal belongings
• Utility costs (electricity, phone and internet)
• Pay per view TV such as Sky or other streaming services
• Purchase of personal pendants for use in conjunction with our emergency call system

Can the Monthly Fee change?
The Monthly Fee is a fixed amount advised to the Resident prior to entry into the ORA, and will not change during the term of the agreement (unless additional taxes become payable on that amount).

Who looks after the interests of the residents?
Under the terms of the Retirement Villages Act, a Statutory Supervisor is appointed who represents the interests of the residents.

At St. Andrew’s Village, the statutory supervisor is Covenant Trustees Services Limited.

St Andrew’s Village is registered under the Retirement Villages Act and is required to comply with the statutory Code of Practice designed to protect the needs/rights of residents.

St Andrew’s is also a member of the Retirement Villages Association (RVA) and is formally audited by external auditors to ensure continued compliance with both the Retirement Village Act and Code of Practice.

Can my family and friends come to stay?
Of course, this is your home. However, for Health and Safety reasons, we recommend notifying the concierge team if guests are staying with you.

You may have up to two guests stay with you for up to four weeks in any 12 month period. If you get our consent, you may have guests stay for longer or have a larger number of guests. We may require any guest to leave if we consider other residents’ enjoyment of the Village is negatively affected by their stay.

Is the Village safe and secure?
Your personal and general security is imperative to us. Our services include strategically placed emergency call buttons provided in each Villa / apartment and monitored 24 hours a day. A mobile security patrol visits every night, a Night Manager is on duty based in the Terraces development, and there are numerous CCTV cameras situated at strategic locations around the Village.

Do I have to maintain my lawns and gardens?
No. The grounds are beautifully landscaped to harmonise with the environment of the Village. There is no requirement that you participate in gardening unless you wish to do so.

What happens when I go on Holiday?
One of the great advantages of a Retirement Village is that there are always people to look after your Villa / apartment. Again, for Health and Safety reasons, we recommend advising the concierge if you are away.

Whether you go away for a week or a few months the Village Management team will care for your Villa and grounds and will securely hold your mail until your return.

Can I transfer to another unit within the Village?
Yes. Residents can transfer to another unit within the village if they so wish. Typically, such requests are received from residents who now wish to downsize to a smaller unit. In the event of a transfer, a ‘transfer fee’ will apply which is based on a flat rate of 5% of the original licence fee. This transfer fee will be deducted from the final exit payment that you receive when you eventually vacate the village and terminate your ORA agreement.

All other aspects of your original agreement with us, will remain the same.

Can I transfer to a care suite in the future?
Residents living independently within St Andrew’s will receive priority for Aged Residential care services such i.e. Rest Home, Dementia and Hospital care, following a formal assessment that 24/7 care is required.

In the event of a resident wishing to transfer from the Independent Village into a care suite (once construction is complete in late 2022), they will need to terminate their original ORA agreement for independent living and enter into a brand new ORA agreement for residential care.

If you have any other queries or would like to discuss any of the questions below please contact:
Francis Gacad (Admissions Manager) on 09 585 4018

What are the different levels of care that St Andrew’s Village offers?
St Andrew’s Village offer a full continuum of permanent residential care options on our site, as follows:

Swing Beds (can be either Rest Home or Hospital, as required) – 30 beds
Dementia ‘Memory Care’ (43 Beds)
Hospital (78 Beds)
A dedicated palliative care unit run in conjunction with the team at Dove Hospice (3 beds)

To be eligible for a permanent care bed, you will need to be formally assessed as requiring full time care by the needs assessment team at Auckland District Health Board.

We also offer a range of short stay and respite options together with orthopaedic rehabilitation programme run in conjunction with Auckland Hospital.

How can I arrange for an assessment to be undertaken?
Assessments can be arranged in a number of ways:

You can ask your local GP to refer you to a needs assessor.
If you are currently in hospital, then the hospital team will make an appointment with a needs assessor (if required).
By phoning ADHB directly on 09 367 0000 and asking to be put through to the Needs Assessment Team.

You can also ask a social worker or an organisation such as Age Concern on 04 801 9338 or email national.office@ageconcern.org.nz to contact an Assessor for you.

How much will it cost to stay in the Care Centre?
The government set the prices annually (by region) for each of the three main levels of care, i.e. Rest Home, Dementia and Hospital.

Therefore, the price for a standard room will be the same at any facility across the Auckland Region. The only price variable would be if a resident wishes to choose a premium room, in which case there would be an additional premium charge.

A full list of charges is available from the Admissions Manager.

What is the difference between a premium and a standard room?
Across St Andrew’s we have a wide range of premium and standard rooms.

Premiums rooms are categorised based upon a variety of reasons, ranging from size, en-suites, enhanced outlooks with external decks, plus internal fixtures and fittings such as Smart TVs, through to specialist clinical areas where the staffing ratio would be higher than normal for that particular level of care.

Across the site, the additional premium charges currently range from $50 to $115 per day. These premium charges are fixed on the day of entry and will not increase for the duration of your time with us.

For those residents who simply want a standard room option, approximately 40% of our total beds are allocated as standard rooms and so there is plenty of choice for incoming residents.

Can I change between premium and standard rooms after entry?
Yes, of course, subject to the following criteria.

If you initially chose a Premium room on entry into St Andrew’s, the government contract under which we operate, will allow you after a period of 6 months, to give us 3 months’ notice that you wish to transfer to a standard room.

This means that if you choose a premium room at the outset, you are committed to paying that fee for at least the first 9 months.

If you do choose to transfer to a standard room at any point, the additional premium fees will cease at the end of the three month notice period and we will work with you to organise your transfer to a standard room as soon as one becomes available.

If you initially moved into a standard room and wish to transfer to a premium room, this can be done at any time subject to availability. You will then be committed to the same 9 month time frame as outlined above, should you ever want to subsequently move back to a standard room again.

How do I know if I am eligible for a fee subsidy?
Some residents may be eligible for a government subsidy towards the cost of their care. This is based upon a means test.

For more details, please either contact the Social Worker at the hospital or Senior Line on 0800 725 463 or go to https://www.seniorline.org.nz/.

Can we retain our own doctor?
Technically, yes, you can.

However, this does not really work in practice as there are very few community based GPs who would agree to providing 24/7 care and making on site visits.

If you are moving into our care centre as a permanent admission, we strongly recommend that you transfer to one of our panel of visiting Doctors or Nurse Practitioner, who visit our site on rotation throughout the week, and also provide emergency 24/7 cover as required.

Can I leave the site to go out with family and friends?

Of course.

Please discuss this with the Clinical Team first, so that they know what is planned and can provide the relevant advice around Covid safeguards and protocols.

Do you offer physiotherapy?
St Andrew’s Village has a well-equipped Physiotherapy department located in the main Care Centre. Evaluation and planning of treatment is assessed by a consulting Registered Physiotherapist and we have a team of trained Physiotherapy Assistants to carry out the treatment plan.

What are the visiting hours?
Due to the ongoing pandemic, visiting arrangements are currently via a booking system with dedicated time slots available in each clinical area daily.

When is the main meal served?
Our main meal is the evening meal which is served around 5.00pm.

Are there church services available?
Our regular church services are currently on hold and will resume under the “Green” Covid settings.

Are activities provided?
Yes. There are a wide range of activities and entertainment for residents each week, which are conducted in both smaller and larger groups.

We also host a range of themed activities throughout the year to coincide with special calendar events such as Mother’s Day etc.

Can I bring my own furniture?
St Andrew’s Village supply a bed, bedside table and an armchair.

We are more than happy if the resident wishes to bring their own chair and a small piece of furniture. There are also fixed shelving units in each room for you to display any personal ornaments, photographs or other memorabilia that you would like in order to help make the room feel ‘your own’.

Do you supply a television?
No. We would recommend that you bring in a small TV (no larger than 32”) that we can set up for you.

Our ‘Premium Plus’ rooms are the only ones that are already fitted with a smart TV, and these are linked to streaming services so that you have a wider choice of viewing options.

Do you supply a telephone?
No. You will need to contact a Telecom provider such as Spark or Vodafone etc., if you wish to have a land line installed. All of our rooms have a phone jack point available for that purpose, if required.

Can I have the NZ Herald delivered?
Yes. Contact NZ Herald directly to add your order to the bulk delivery which they drop off to our care centre reception each day. For the residents who have ordered the Herald, this will then be delivered to their room by our staff.

Do you have a laundry service?
Yes. However our washing machines are industrial machines and so we ask all residents to only bring easy care garments with them. If any resident wishes to have delicate or woollen clothing, then they will need to arrange for a family member to take those items home to launder. All items of clothing must be labelled and we offer a labelling service, if required.

Do we need to bring in bed linen and towels?
No. Sheets and towels are supplied but you may like to bring in a bedspread, if you have a particular favourite.

How do I give feedback or make a complaint?
We welcome feedback on our services in the form of suggestions, compliments, concerns and complaints as they help us to keep improving our services. Compliment/Feedback and Concern/Complaint forms are available at Reception and all Nurses stations and when completed can be handed in to Reception.

In 1957, following the passing of Sir George Elliott a year earlier, a bequest was made from his estate for 50k (pounds sterling) to establish a charitable trust to help look after elderly people in the Eastern Bays community.

After several years of setting up the Trust and securing the land upon which we currently operate, the first buildings were opened in 1962. These comprised of a care facility and some rental cottages.

Early aged care options across New Zealand consisted of hospital style wards with multiple residents sharing an area with curtain screens between them. This type of provision slowly fell out of favour with the public and by the late 1990s St Andrew’s village embarked on a complete rebuild of the care centre.

In early 2000, the first stage of the new care centre was completed, with the remaining four stages following by May 2004. This gave St Andrew’s a full mix of Rest Home, Dementia and Hospital care provision, together with the establishment of a partnership with Dove Hospice to provide specialist palliative care on our site.

In 2005, the Trust also embarked on a development of a Retirement Village, and since that time an additional 164 villas, townhouses and apartments have been built, together with two large communal areas at the Irwin Miller Centre and the Terraces. The Terraces also now includes a full restaurant, bar, hair salon, wellness centre and state of the art cinema.

One of the fundamental goals at St Andrew’s has always been to provide a full continuum of care, where residents would have certainty that wherever their ageing and medical journey took them, that St Andrew’s would have the appropriate buildings, services and trained staff to look after them. As a charitable trust, this means that all funds are constantly reinvested back into the business to achieve that goal.

As we move forward into the future, the goal is also to connect with the wider community both by welcoming them into our communal spaces such as the restaurant or salon, but also to provide help and support as required. As part of that, we are looking to extend our respite care options and to also commence a day care provision, to help people in the local community who are caring for the partners to have a break as needed.

We look forward to welcoming you to St Andrew’s