Retirement village residents broadly support the aims of the new program but report significant problems with delays, confusion, and access, according to a new national survey.
Many older Australians want Support at Home to succeed so they can remain independent in their own homes. However, a preliminary report from the Retirement Village Residents Association (RVRA) highlights that the program’s rollout has been far more difficult than expected for many users.
The survey, conducted by the RVRA in consultation with resident associations across Australia, received 2,451 responses and more than 8,800 written comments from retirement village residents. While participants value the goal of home-based support, they describe a system that feels overly complex, slow, and hard to navigate.
Additionally, 37% rated their overall understanding of Support at Home as poor or very poor. The application process was moderately to extremely stressful for 46%, confusing for 44%, and required help from family or friends for 30%.
Resident comments reflect the practical difficulties:
“Extremely frustrating and confusing. I needed my daughter and son-in-law to navigate the system on my behalf.”
“The system is very frustrating. You can be assessed and told that you are eligible for services and then you have to try and find providers to provide the services you are eligible for.”
Waiting times drew repeated criticism, with one resident noting, “You could be dead by the time you receive it,” and another urging, “Cut the waiting times. People need help now, not in 12 months.”
Even after approval, gaps remain common. Twenty-four per cent said they could not obtain all the services they required, 26% found needed services unavailable from their provider, and 27% paid privately for some care.
Residents also raised issues with provider consistency, communication, and quality. Some reported having to reduce or stop important services such as physiotherapy, speech pathology, and pain management due to cost or availability.
Comments highlighted concerns about the design and implementation: “Poorly thought out and rushed. Its focus is on financial outcomes, not care outcomes. The whole process seems too complicated. There seems to be too many levels of bureaucracy.”
On a more encouraging note, 91% of respondents said living in a retirement village has helped them stay independent for longer. They pointed to community connections, neighbourly support, safer housing, and reduced maintenance as key benefits.
RVRA President Roger Pallant noted that while villages provide valuable everyday support, they should not be seen as a replacement for formal funded care. “Retirement villages are not aged care facilities, and they should not be treated as a replacement for funded care.”
The survey makes clear what residents want improved: simpler information in plain English, shorter waiting times, better provider availability, lower out-of-pocket costs, reduced bureaucracy, and smoother transitions.
Pallant said the findings give a detailed picture of real experiences. “Residents want Support at Home to succeed. They want to remain independent, and they value the support that helps them do that. But too many are telling us they are waiting months, struggling to understand the system, and going without help when they need it.”
He added, “Support at Home must be judged by how it works in real life.”
The preliminary report is available on the RVRA website. The volume and depth of resident feedback provide a strong evidence base for government and providers to address these practical issues as the program continues to roll out.
