There are claims that changes to services at a seniors community have caused “anxiety and confusion” among some residents and their families.
A relative of an occupant contacted Sunshine Coast News to bemoan the shift in business model at Seasons Caloundra at Golden Beach.
Emma Johnson said multiple residents with 99-year leases, including her mother Margaret Ross, were advised of plans for the facility to cease operating as a retirement village and transition to a rental accommodation model.
Seasons confirmed, via a statement, that it was changing its business model, but said impacted residents were being supported with several options to suit their personal circumstances.
“Seasons Caloundra will soon operate as a residential community … rather than as a retirement village,” they said.
“Residents received an official Closure Plan and Resident Meeting Notice on July 8 to notify them of Seasons’ intention.
“Senior management have held information sessions and personally met with residents to address questions around their personal circumstances.”
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When residents voted on the Closure Plan on August 2, nine voted yes, seven voted no and six abstained.
Ms Johnson said long-term leaseholders were presented with four different options and some of them accepted the offers, but “many find them unacceptable”.
“They do not allow us to maintain our current lifestyle or continue receiving the essential services that we were promised when we entered our lease,” she said.
“The abrupt transition and the options provided have left us facing significant uncertainty about our future accommodations.
“The offers do not adequately address the loss of vital services such as meal provisions, emergency call systems and community transportation.
“This uncertainty is causing considerable distress among the residents, who are now grappling with the fear of losing their homes and the support systems they have relied on for years.
“The proposed options fail to ensure that we can maintain the quality of life and the support services we were assured of when we first took up our leases.
“This has led to a deep sense of insecurity and anxiety among us, as we struggle to understand how we will manage these changes and what our future will hold.”
Ms Johnson said the on-site kitchen ceased operations on July 26, after two weeks’ notice.
“This service was critical for many residents, particularly those on specialised diets,” she said.
“One resident requiring pureed food had to be hastily relocated by her family, resulting in financial loss and distress.”
She said the community transportation service, emergency call system and various lifestyle and recreational services were due to be discontinued on August 30, and the phone system in the village would be removed on December 31. However, Seasons said many of these services were available to owners.
Ms Johnson said details of the Closure Plan, sent to affected residents, cited that it was “not financially viable” for Seasons to continue operating under the previous arrangement.
She said the 99-year leaseholders were aged over 75 and several residents aged over 90 and many of them were wondering what to do.
“The sudden changes have caused mental and emotional turmoil among elderly residents,” she said.
“Families and enduring powers of attorney are experiencing confusion and anxiety due to the lack of clear communication and abrupt nature of the changes.
“The actions of Seasons Caloundra, Golden Beach, have caused significant distress and uncertainty among elderly residents and their families.”
But Seasons told SCN that the group was working with residents to provide them with the best possible care and that several services were still available.
“Residents have several options to consider, which include relocating to another Seasons retirement village or remaining as a renter at Seasons Caloundra,” they said.
“Furthermore, if residents require 24/7 clinical care, they can also consider relocating to Seasons’ residential aged care facility.
“Seasons is providing financial support with relocation costs, aged care placement and financial consultants should residents wish.”
Seasons said 14 apartments were occupied by residents on a retirement village lease and nine of them were working with the operator to select an option “that is best for their needs”.
Seasons said that, under the new business model, the Seasons Hospitality business will cease to operate but many services will still be accessible.
“Since June, Seasons has already been providing residents with different options regarding food at Seasons Caloundra, which gives residents greater choice,” they stated.
“Residents still have a choice depending on their individual wishes to have a food package procured and provided by a third-party provider (Lite N Easy, Meals on Wheels, etc) or self-cater.
“Residents can also claim up to 70 per cent of their food costs, on their Seasons Home Care Package.
“The Seasons onsite Home Care Team remains operating as part of the new business model, providing valuable care and support services.
“Should residents need support with eating or meal preparation Seasons can assist.
“Communication has been open, and extensive, to ensure residents are fully aware of and understand the process, as well as the reasons behind this business model adjustment.”
Seasons also said the community transportation service had not been discontinued and remains operational, the emergency call system and 24/7 on-site care staff remain operational for owners, and lifestyle services remain operational.
“Seasons will continue to keep residents updated on timeframes, as we progress through the Closure Plan process,” they stated.
Seasons operates three retirement facilities and five flexi-lease facilities, including the one at Caloundra.
The Seasons Flexi Lease website outlines the group’s “flexible” approach.
“At Seasons, we believe that seniors rental living should be affordable and accessible,” it says.
“Our Seasons Flexi Lease Communities allow you or your loved one to live independently in the comfort of a private self-contained apartment, surrounded by a community of supportive and like-minded seniors and with access to communal onsite facilities.
“Residents who choose to call Seasons home can also receive care and support services from the onsite Seasons Home Care team, in the privacy of their own apartment, if and when they need it.
“All communities are centrally located near local shops and amenities, set within a secure, gated community with barbecue facilities and garden surrounds.”
Ms Johnson said Seasons started taking short-term leases of six to 12 months in about 2020.
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