Baking The Cake – What Will It Taste Like?
When embarking on our quest to introduce an innovative new lifestyle choice for empty nesters, downsizers and early retirees, we made a number of assumptions about the best ingredients to include in our resorts to attract and satisfy those who wanted to make a change to the life they wanted to wake up to every day.
With ‘moving home’ rated the third most feared thing to do in life, we understand that our clients have put a lot of trust in our vision, our product, and our people. Changing homes during the past few years has required even more trust than usual given the challenges faced by WA’s construction industry over this time. This period has been testing for us and sometimes for our valued Homeowners, as revealed in a recent survey of the first 100 Providence Homeowners.
Providence First 100 Survey
Our survey highlighted the success of the Providence approach, with 94% of respondents stating their experience of living at the Resort is the same, better or much better than what they anticipated before moving in. In addition, 96% said the quality of their daily life was the same, better or much better since moving into the community. Furthermore, 99% reported the Resort’s facilities are the same, better or much better than expected.
The Providence team is thrilled that an overwhelming majority of Homeowners love the Resort environment, the quality of their homes and facilities, the lifestyle, the friendships and comradery, and the feeling of financial and personal security. Overall, we’re proud to have been able to deliver this result.
The feedback, however, also showed we have room to improve and we’re embracing this opportunity, in spite of any external challenges. The areas most in need of attention include: responding to emails quicker, increasing regular communication and getting things done quicker. Many Homeowners report having to personally continue to follow up our contractors, builders, or staff. For these frustrations, we apologise.
A New Feature on Our Providence App
In a bid to focus our energies on closing this gap, the Providence team has introduced a new innovation to combat this frustration, so our Homeowners can more freely enjoy the life they signed up for.
Beginning in May, Homeowners have had access to a personal Trouble Shooter Agent (TSA) via our Providence App. This service is specifically for when things don’t go as expected, or they’re disappointed, frustrated or need help. It is monitored daily by our team and depending on the request, the agent with the most experience within the team makes contact, assists the Homeowner and keeps them informed until their issue is resolved.
This service will not replace existing systems and processes and is not designed as a first point of contact. It will, however, provide myself and the executive team an immediate feedback loop, so we can deal with and fix any service or process gaps.
Additionally, this service is extended to supporting Homeowners with other businesses or services not related to Providence. We will happily step in on their behalf to rectify the problem, communicating with them for a 6 month period to help with their downsize experience.
As we and our delivery partners implement improved systems and processes, I hope this service will not need to persist but will remain in place for at least six months or until we complete the next survey and outperform in this important area of our business.
To the Homeowners who completed our survey, I want to acknowledge how valuable you, your thoughts, and your experiences are to the Providence team. Thank you.
To view the full results from the survey, see page 2 of the Winter 2025 Resort Magazine.
Information in this article is true and correct as of 4 June 2025.
