Senior housing demand to stay steady despite market slowdown

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While Australia’s leading building organisation expects non-residential construction to slow down in 2009 as the effects of the global economic climate kick in, the retirement village industry is expected to remain strong.

The latest survey by Master Builders Australia has found builders still have reasonable work on their books, but this will dry up beyond the next six months.

The national survey, conducted during the September quarter 2008, indicates the future is looking less positive for builders, with falling expectations in terms of employment and investment intentions.

The non-residential sector, which has driven building activity for the past few years, is now suffering a distinct softening as concerns about the availability of finance and the cost of borrowing places constrains on business.

CEO of the Retirement Village Association, Jane Holdsworth, said, despite these expectations, the retirement village industry would hold up better than other construction sectors.

“Obviously our industry is not immune from these global circumstances, however, retirement village developers still have a number of projects on their books, and the increasing need for retirement villages for our ageing population will ensure that these projects continue to move forward,” Ms Holdsworth said.

The retirement village industry is the fastest growing sector of the real estate industry, and although there will be an inevitable slow down, the demand for seniors housing will continue to drive new developments.

“The retirement village industry is predicted to be the fastest growing area of the property sector, with a projected investment in construction in excess of $42 billion over the next 15 years,” Ms Holdsworth said.

The Master Builders National Survey of Building and Construction, September Quarter 2008, can be found at www.masterbuilders.com.au

For further information or to make comment on this story, please email communications@rva.com.au

The RVA News Monitor is a weekly feature on the RVA website, and will provide updated stories on issues involving the retirement village industry.

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Expressions of interest flood in for inaugural awards

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With the year barely underway the RVA has already received more than 20 expressions of interest from retirement villages and stakeholders eager to make submissions to the inaugural RVA 2009 Business Excellence awards, to be held Friday 12 June in Melbourne.

The awards will, for the first time in Australia, set benchmarks within the industry as to best business, operating, design and planning practices.

RVA CEO Jane Holdsworth said she was happy with such a strong response so early in the year and looked forward to the benefits they would bring the industry.

“These awards are really the best thing we could do for the industry. I recently visited some villages around the country and I was very impressed by the high levels of excellence I saw.

“The RVA 2009 Business Excellence Awards are not just about the high standards and innovations within villages but also suppliers and designers involved with our industry,” Ms Holdsworth said.

As the retirement village industry continues to grow the establishment of Business Excellence Awards has become a necessity to not only measure standards of where the industry is currently but also to where it is heading.

Judging for the awards will be completely independent with experts in the key category areas of design, sustainability, business practice, customer service, innovation and longevity. 

“We are currently in the process of bringing on board judges from each state with a range of relevant expertise.

“This is good news for everyone who enters because it will truly mean that their achievements are at the forefront of the industry,” Ms Holdsworth said.

Those eligible to enter the awards must be current members of the RVA and all finalists and winners will have the right to use the 2009 RVA National Business Excellence Awards logo on all company communications and promotional material.

Expressions of Interest forms, Nomination forms, Application/Submission, Entry Guidelines and Criteria documents and online registration for the gala presentation evening is available on: www.rvaawards.com.au.

Upon the receipt of the completed Expression of Interest and/or Nomination forms, the Application/Submission and Entry Guidelines and Criteria documents will be provided.

Nominations will close on 27 February and submissions are set to close on13 March. Any questions regarding applications can be made directly to:
Philippa Danaher E:  rvaawards2009@icms.com.au            Ph: 0 3 9682 0244      

For further information or to make comment on this story, please email communications@rva.com.au

The RVA News Monitor is a weekly feature on the RVA website, and will provide updated stories on issues involving the retirement village industry.

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How to handle Complaints

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One of the most difficult things to handle in life is criticism.  This is especially true when we work hard and do our best, yet some people still seem to find fault in our efforts.

Unfortunately, it’s a reality that we all have to come to terms with as it really is true that no one is perfect.

Director of Proactive Complaint Management and RVA member, Steve Aivaliotis, said organisations and individuals should try to look at complaints as a way of improving their services within reason.

“The main objectives of a complaints handling system for any organisation should be to provide a complainant with access to an open and responsive complaints handling process.

“We should also enhance the ability of the organisation to resolve complaints in a consistent, systematic and responsive manner to the satisfaction of the complainant and the organisation,” Mr Aivaliotis said.

While there are no fool-proof methods that will work every time there are some good guidelines that can help with dealing with clients wishing to complain.

“The Australian Standard for Complaints Handling As 4269 – 1995 is an excellent reference point for the development of a comprehensive, effective and robust complaints handling system,” Mr Aivaliotis said.

He also provided some starting points for those that may be on the receiving end of a complaint.

“Allow the other party an opportunity to speak and explain their position without any interruptions, respect the other party’s opinion even though you may disagree and offer your opinion without being condescending, belittling or down playing the other party’s opinion,” he said.

Those receiving complaints should focus on the issues contained within the complaint. This may involve seeing the complaint from the complainant’s perspective.

“How would I feel if this issue occurred to me? How would I react in similar circumstance,” he said.

However, there are times when complainants can become aggressive and knowing how to deal with unacceptable behaviour is also important.

“No organisation should allow staff to be abused, threatened, humiliated or in anyway threatened or demeaned by a complainant.
“If you are of the opinion that this is occurring you will need to advise the complainant of this and if required end the meeting immediately if the behaviour continues,” Mr Aivaliotis said.

For further information contact Steve Aivaliotis - ph: 0418 313 303 steve@proactivecm.com.au

For further information or to make comment on this story, please email communications@rva.com.au

The RVA News Monitor is a weekly feature on the RVA website, and will provide updated stories on issues involving the retirement village industry.

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