Assurances

YOUR FINANCIAL SECURITY, YOUR DAILY PEACE OF MIND

• Certainty with FIXED VILLAGE FEES, for life: At Metlifecare, your village fee is fixed for life. The fee ceases when your unit is vacated,or when your Metlifecare Occupation Right Agreement (ORA) is terminated (whichever is later).
• Your home, your life: Your Metlifecare Occupation Right Agreement (ORA) means that you have the right to live in your home for the rest of your life.
• Services in your home, your way: You’re free to choose personal services in your home whenever you want or need them, delivered by a provider of your choice.  You also have priority access over non-Metlifecare residents to any Metlifecare Care Home if required (subject to availability).
• A no-surprise Deferred Management Fee (DMF): Your Metlifecare DMF will accrue over three years, to a maximum of 30%, even if you transfer to a Metlifecare serviced apartment.
• No losses, no hidden cost: Metlifecare’s fees are transparent. That means no surprises when you vacate your home.
  • We won’t charge you for refurbishing or selling your unit.
  • You won’t lose capital on your home if we sell it for a lower price.
  • We won’t charge transfer fees if you transfer from an independent unit to a serviced apartment at any Metlifecare village.
• You won’t be out of pocket:
  • You can apply for an early repayment of up to $20,000* of the capital sum when your unit is vacated (subject to the terms set out in your ORA, where applicable).
  • Metlifecare will endeavour to repay the capital owing promptly by selling your home as quickly as possible. If we don’t sell your home within nine months, we’ll pay interest on the outstanding capital.
• 90-day money back guarantee: We’re so confident you’ll love your new home, we’re offering a 90-day money back guarantee.

*Applicable to Occupation Right Agreements from 26 February 2018 and subject to the terms of the Occupation Right Agreement.

OUR SERVICE PRINCIPLES, OUR PROMISE TO YOU

• We value everyone’s contribution and partner effectively with our residents and with each other to do the right thing.
• We work as one team – we all have a part to play in optimising every customer’s experience, whether they are external or internal customers.
• We act and communicate politely and authentically, with transparency and integrity.
• We take our responsibilities to our customers seriously, so we’ll follow through on promises and follow up on our actions.
• We go the extra mile to delight our customers, going above and beyond to exceed their expectations, not merely meeting them.
• We understand each customer is unique and so are their needs, so we’ll tailor solutions and outcomes that best meet their needs.

 

HOW WE CARE AT METLIFECARE

• We provide supportive environments which empower people to live the life they choose, ensuring there is more to come.
• We support and enable residents’ independence, by getting to know each resident and their loved ones, and what matters to them as individuals.
• We honour and enable resident choice and preferences, helping them maintain control over the things they care about.
• We have welcoming environments our residents are proud to call home.
• We actively support and facilitate integration and connections with our immediate and wider communities.
• Our teams work in partnership with residents and their families to provide professional and compassionate care.

 

BE NURTURED BY OUR FOOD & DINING EXPERIENCE

• Our restaurants and cafes are the social heart of the village.
• Serving fresh food.
• At value for money prices.
• At a time and in a way that residents like it.
• By a warm and friendly trained team.