Things you need to know

Frequently asked questions for prospective residents

• What happens when I leave the village?

  Under our current standard ORA (terms effective 01 July 2026)

  • Bupa will market your home when you vacate it.
  • Your exit payment (the amount payable to you, less the amenities fee and any other amounts owing) will be paid when your home is relicensed to a new resident or, if it has not been relicensed within six months, it will be paid no later than six months and five working days after you vacate your home.
  • If you are not repaid after six months and five working days, Bupa will pay interest (less any resident withholding tax) on the unpaid exit payment from that date until payment is made.
  • Weekly fees stop when you terminate your ORA and permanently leave your home with your possessions.

  Please note:

  • In limited circumstances described in the ORA (known as a Buyback Suspension Event), Bupa's obligation to pay your exit payment by the Buyback Date may be delayed.
  • The above does not apply to residents at Bupa Remuera Retirement Village who are cross-lease title holders for their home.

• Weekly fees

  For residents entering into our current standard ORA (terms effective 1 July 2026), you can choose to pay a fixed weekly fee or a variable weekly fee. Fixed weekly fees are set at the time your Occupation Right Agreement (ORA) is entered into. Variable weekly fees will increase once a year in line with the annual increase in superannuation, and as set out in the ORA.  This fee contributes to village outgoings including but not limited to:

  • Taxes
  • Rates
  • Insurance (excluding personal belongings)
  • Compliance costs
  • Staff remuneration
  • Costs relating to the village facilities
  • Costs relating to the maintenance of the community facilities and the homes
  • Emergency alarm system (monitored off site 24/7)

  For more information, please refer to the Occupation Right Agreement or reach out to our friendly team. Each village is different and fees may vary.

• Your protections under the Retirement Villages Act 2003

  For the protection of residents, all retirement villages are legally required to abide by the Retirement Villages Act 2003. Talk to the village manager for more information.

  Things you can expect from all retirement villages include:

  • No hidden costs – all villages are required to be completely open and transparent about the costs you will incur.
  • A cap on amenities/management fees – these cannot exceed the level at which they are declared on your contract.
  • A “cooling off” period – this is the period where you can change your mind within 15 working days of signing an Occupation Right Agreement.

• Protecting our residents

  To make sure all our residents enjoy village life, we run Quarterly Experience Surveys to get direct feedback. We take this feedback seriously as we always look to improve village life for residents.

• Credentials

  We're proud to be an active member of the Retirement Villages Association (RVA). The RVA is a national organisation that works to represent, protect and promote the interests of its members and associates. RVA requires Bupa to follow strict standards and guidelines in running our villages. To maintain membership, each village is audited by an independent agency.

  All Bupa villages are accredited for three years following audits. Our goal is to ensure that we have well-run communities where you can benefit from our experience and skills.

  To find out more refer to the Retirement Village Code of Practice on the RVA website.

  Our Statutory Supervisor is Covenant Trustee Services Limited. Covenant Trustee Services Limited (Covenant) is a New Zealand-based professional services firm that provides corporate trustee and statutory supervisor services to New Zealand business, charities and retirement villages.

  Bupa is registered with the Electricity Authority as a retailer and a distributor and is also a member of the utilities dispute resolution scheme. If you would like any further information relating to our electricity supply or distribution, please contact the village manager.