FREQUENTLY ASKED QUESTIONS
Q: Why should I choose a TORBAY Village?
For more than 30 years TORBAY has operated a retirement village and aged care facility in Hervey Bay. We have opened our second village, Parklands Retirement Haven, on a nearby site. Our strength is that we own and operate our Villages and facilities. We are in daily contact with our residents and are accessible at all times. Decisions are made locally so we can react to problems and needs very quickly.
Q: How do I know what level of accommodation I require?
If you are still living in your family home and are capable of managing all the day-to-day tasks with good health—independent living will be ideal for you.
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Q: How many Villages do you have?
We own and manage Torbay Aged Care and Retirement Village at Torquay (‘Torbay–Torquay’) and have completed the first two stages of Parklands Retirement Haven at Urangan (‘Torbay—Parklands’). Torbay–Torquay consists of 165 aged care places and 159 independent living units (‘villas’). Torbay–Parklands currently consists of 48 aged care places and 14 independent living units. Torbay–Parklands, when completed, will have 150 aged care places and 130 independent living units.
Parklands Retirement Haven Torbay-Torquay
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Q: What is the minimum age to move into a TORBAY Village?
The minimum age to enter our retirement villages is 60 years. If you are under 60 years of age and have a valid reason to enter one of our villages, an application for exemption can be lodged setting out the circumstances you wish to have taken into consideration.
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Q: What types of accommodation do you offer?
Depending on your needs, we can provide the following levels of care:
- Independent Living: In TORBAY’s independent living units (most of which are stand-alone villas), residents can enjoy an active and independent lifestyle with the convenience and security of on-site assistance and without the worry of home and garden maintenance.
- Low Care: You are provided with accommodation in your own ensuite bed-sitting room, personal care with limited nursing services, all meals, and all cleaning and laundry services.
- High Care: TORBAY’s two Villages provide high level care, 24-hour skilled nursing for less independent or frail seniors and those with more complex round-the-clock care needs.
- Respite Care: Short-term stays of up to 9 weeks per year are provided if you require help after a hospital visit, during an illness or when family members need a break. It also enables you to evaluate TORBAY’s Aged Care Facilities should you be considering seeking more permanent care.
Q: What are the benefits of moving into a TORBAY Village?
TORBAY residents enjoy many benefits which would not be available in a family home. These include:
- The reassurance of knowing that assistance is never more than a phone call away. Our emergency response systems are monitored 24-hours per day by on-site staff.
- The burden of routine external home and garden maintenance is taken care of.
- The economics of sharing costs means lower overall costs to you.
- You have the ability to budget better as you have fixed outgoings for the year that takes out much of the worry out of financial planning.
- General Service Fee cost increases are limited under the Retirement Villages Act to the rate of inflation except for rates, taxes and wages. In addition all budgets are approved by the Villa Residents’ Committee and presented to all residents at a meeting before being adopted.
- The benefit of living in a village with people who consider security, companionship and care as primary lifestyle considerations.
- You can enjoy as much privacy as you desire and continue to welcome the company of family and friends into your home.
- You have use of facilities that are not available in most homes such as swimming pools, spa, organised activities, libraries, craft, Village bus transport to shops, Village outings and excursions, and more.
Q: What are the management arrangements in TORBAY’s villages?
The day-to-day operation of each Village is managed by our Retirement Living Coordinator. The Coordinator is part of a management team who are available during office hours to respond to any queries or questions you may have.
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Q: Is there resident input into management?
We operate our retirement villages to provide a lifestyle that our residents are seeking. We therefore have significant input into the day-to-day operation by residents. The Villa Resident’s Committee at Torbay–Torquay has been extremely active in the Village’s affairs and is consulted regularly about any proposed changes to operations, village budgets, social activities and the like. Any major changes are discussed at a meeting of all villa residents where residents are able to express their views and a consensus position reached. The Villa Residents’ Committee is elected by the residents annually to ensure that the Committee is representative of the views of all residents.
The residents of Torbay–Parklands will be encouraged to form their own Residents’ Committee.
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Q: Will I be required to supply a medical report to verify my ability to live independently?
Generally not. If we have concerns about your ability to live independently we would arrange for you to have a confidential meeting with our Care Manager to assess your ability to live independently before you would be offered a Villa.
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Q: Are medical facilities provided and can I keep my own doctor?
We have established consulting rooms in our Aged Care Facility and encourage local doctors to consult residents there. This service is for the convenience for our residents, but the choice of doctor remains yours at all times. You will need to discuss with your doctor whether he will see you at our consulting room.
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Q: Is there an effective emergency call system?
Yes. All of TORBAY’s villas have a Smartcaller emergency response system monitored on-site 24-hours a day, 7 days a week. You also have a personal alarm pendant that will operate in and around your villa. When the emergency response system is activated staff from the Aged Care Facility on site receive a message on their pager and will ring you before responding. Once you have activated your emergency response system your Smartcaller telephone becomes a two-way radio allowing staff to talk with you should you not be able to get to the phone. Our response will then be targeted to the specific need you have. The Smartcaller telephone automatically self tests each day to ensure that the system is operational. This system provides you and your family with complete peace of mind.
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Q: Can I have a garden area for my use?
Yes. Upon your request we can arrange for a new garden around your home or you may like to care for one of our gardens. The cost of the garden is at your cost. If you take over one of our gardens and we consider that the garden is not being maintained to village standards, TORBAY can reinstate the garden into the general garden maintenance program.
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Q: What recreational facilities are provided and who pays?
An extensive array of facilities is provided by TORBAY. These vary between the two Villages but include swimming pools, spa, Village bus, libraries, computers, barbecues, indoor bowls and other activities arranged by our activity staff. These are all provided at no cost to residents and their guests (guests must be accompanied by a resident at all times). There are some activities arranged by our activity staff or the Residents’ Social Committee which attract an entry fee or contribution from the resident.
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Q: Is there ongoing care should I require it?
Both villages are co-located with an aged care facility offering both high and low care. Torbay–Torquay has two levels of dementia care (each in its own separate wing) as well as palliative and respite care available. Preference is given to villa residents in moving into the on-site aged care facility.
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Q: Can family and friends stay?
Torbay encourages residents to maintain their links with families and friends. Friends and family are welcome to stay with you for short terms of up to 3 weeks and may use the communal facilities while in your company. However, we do require you to notify us if you have guests staying for longer than overnight.
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Q: Are pets welcome?
We recognise the value of pets and the companionship they provide, however we also recognise that domestic animals should not intrude on anyone's quiet enjoyment of their home and the village amenities. We allow only fish and small birds in our villages. We are happy for pets on leash to come and visit.
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Q: Does TORBAY offer 'rental' accommodation?
No. TORBAY’s Independent Living villas are available by capital purchase of a Licence to Occupy only. Our purchase prices are very reasonable and we do not seek market prices on some of our pre-loved homes so please discuss with us the opportunities available. If you are definitely looking only for rental accommodation we recommend that you contact the Retirement Villages Association 1800 240 080(free call).
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Q: What is a Licence to Occupy?
A Licence to Occupy gives you the exclusive right to use the villa for life without the burden of owning the property. Since you do not own the property, you do not have the usual worries and costs of a property owner. The Licence to Occupy is specific to the incumbent resident and cannot be sold or transferred.
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Q: Are there legal costs and stamp duty?
No. You do not pay any legal costs or stamp duty costs. Your payment for your Licence to Occupy is the total cost, unless you chose to engage a solicitor to check the Licence to Occupy for you. You are then responsible for your own costs of consulting your own solicitor. Your Licence to Occupy is an agreement that does not attract stamp duty. We have a standard Licence to Occupy that was prepared by our solicitor and is used for each villa sold.
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Q: If I don’t own the property how is my Exit Entitlement protected?
Under the Retirement Village Act the State Government holds a Statutory Charge over the retirement village land. Should we default on paying out an Exit Entitlement the State Government has the power to take control and organise payment of your entitlement.
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Q: What happens if I'm not ready to accept an offer on a villa?
Your position on the waiting list is unchanged. Should you decline a particular villa, or the time is not suitable for you, you will continue to be offered your villa type when one becomes available. Your position on the waiting list remains unchanged until otherwise advised by you. We are happy to discuss with you your circumstances and timing of when you will actively seek a villa and the type of villa sought.
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Q: Can I reserve my new home with a refundable deposit?
Yes. Torbay requires a $10,000 deposit (negotiable) to reserve your home. We then allow you reasonable time to sell your home. Please enquire for further details.
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Q: What does the General Service Fee cover and how is it calculated?
The monthly General Service Fee covers the running costs of the entire retirement village section. These costs include the upkeep of village facilities and services, the payment of staff, council rates, water rates, community electricity, security costs, and insurance. Charges are reviewed annually as we plan the budget for the next financial year. The budget is discussed with the Villa Residents' Committee and then presented to all residents for discussion before adoption. For completed villages the General Service Fee cost increases are limited under the Retirement Villages Act to the rate of inflation except for rates, taxes and wages.
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Q: How does government legislation protect the rights of village residents?
The Retirement Villages Act sets clear standards for the supply of information to residents, from the earliest public advertising and disclosure of details about the village, through to the supply of a clear explanation for calculating settlement deductions and exit fees. All TORBAY villages comply with the current legislation.
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Q: Should I seek advice?
It is generally a good idea to discuss your plans with trusted relatives and friends prior to making a decision. We welcome family and friends to inspect our villages and participate with you in making your decision. Your own solicitor can also provide independent advice on our documents.
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Q: Do you have a Village Manager?
Our Village Manager is the Chief Executive Officer who is assisted in the role by our Retirement Living Coordinator. Our Village Manager is responsible for the day to day administration of the village, the hiring and supervision of staff and contractors. The Retirement Living Coordinator is the main contact for our residents.
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Q: What is the Deferred Management Fee (Exit Fee)?
This is the term used to describe the fee deducted by us at the time of finalisation of your villa. It is now called the Exit Fee. It is the return to TORBAY for managing the village and providing the communal facilities during the course of your residency in the village.
This payment is deferred until the end of the occupancy to allow our residents better use of their available income throughout their life in the village. The fee is 3% a year of the purchase price of your villa for the first 10 years and it then reduces to 1% for the next 5 years and ceases after that.
Q: Is there car parking available?
Yes. All stand-alone villas have a lock up garage or a carport for resident’s use. The driveway of each villa is considered a car parking space for visitors. In addition there are a number of other car parks scattered throughout the villages for use by visitors.
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Q: Is there parking available for boats and caravans?
Yes. We have a temporary facility at Torbay–Parklands for residents of both villages. This area will only be available until the area is required for building. It is anticipated that we will have a facility there until at least 2018. Please enquire about full details. There is no charge for this facility; boats, caravans and recreational vehicles are stored at their owner’s risk.
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Q: What communal and recreational facilities are available at TORBAY villages?
The facilities in our villages are considered an extension of your home. When considering the price of your home you also need to take into account the many facilities that come with purchasing a home in one of our retirement villages. Residents enjoy the convenience of a variety of facilities that include a dining room, swimming pools and spa, coffee shop, vegetable gardens, workshop areas, village bus, areas for arts and craft, library and many more. There are many and varied aspects of village living: community centres are a standard feature, and these include billiard rooms, internet access, libraries and so many organised activities with so many friends.
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