Six years ago, the retirement village residents’ associations pinpointed ‘trust’ and communication and respect’ as the biggest challenges facing the relationship between residents, Village Managers and operators. Where does that relationship stand today?

The DCM Institute was born out of research collaborated between DCM and the state resident associations, who hypothesised that lack of Village Manager training, especially around resident complaints, generated the most tension in villages. They were right.

Over 19,000 residents across 520 villages participated in the research.

Over 35% of residents felt their concerns and complaints were not being responded to or managed respectfully.

That is changing. Craig Bennett, President of the NSW Retirement Vill