# Premier Lifestyle Villages - PiP Pitch Research

Research cut-off: 10 August 2026.

This is an organisation-level meeting brief for Premier Lifestyle Villages Limited (PLVL), covering Settlers Lifestyle Village, Fairview Lifestyle Village and the separate Fairview Care operation. It is designed for Terry Middlemost, Brett Noonan, the two village managers and other PLV decision-makers. It should remain useful if the meeting participants change.

## Executive read

PLV has already asked to see four PiP surfaces: User portal, Reception, Community notice display and Command Centre. Treat those labels as meeting-confirmed product requirements, not proof that PLV has approved a product or disclosed the underlying pain.

The strongest proposition is one non-clinical publish-once, act-any-way workflow rendered through four surfaces:

1. PLV management or an authorised village staff member publishes and approves current information once.
2. Residents discover the public-safe information through the User portal or Community notice display.
3. Residents act digitally or ask Reception to complete the same action on their behalf.
4. The Command Centre shows aggregate completion, workload and exceptions without becoming a clinical, emergency or surveillance system.

The safest first proof is Fairview Lifestyle Village because its current resident area and hybrid workflows are publicly visible. Settlers is the larger, award-winning showcase and a credible second-site scale test. Fairview Care is a separate regulated care environment and should remain outside phase one.

## What is meeting-confirmed and what is not

- Meeting-confirmed from the user: an earlier PLV meeting went well and PLV returned with changes or requirements involving the User portal, Reception, Community notice display and Command Centre.
- Proposed by PiP/SNZ: offer a 90-Day Shared-Risk Guarantee adapted from the generic village pilot framework.
- Not verified: PLV approval, budget, procurement route, signed scope, implementation date, pricing, success measures, resident sample, technical integration or assurance acceptance.
- The four labels must be demonstrated as current, prototype or proposed capability. Do not describe them as deployed PLV products until confirmed.

## Corporate identity and decision context

- Premier Lifestyle Villages Limited is a registered New Zealand limited company, company number 1545400 and NZBN 9429035230571. The Companies Office record lists directors Scott Francis Vernon, David John McFarlane and John Buchanan Peebles.
- Current company records show Settlers Albany Limited, Fairview Lifestyle Village Limited, Fairview Lifestyle Village Two Limited and Fairview Care Limited within the PLVL structure. Exact contracting entity, invoicing entity and data controller must be named in the pilot schedule.
- Official village websites describe Settlers and Fairview as privately owned limited companies within the Premier Lifestyle Villages group, with Covenant Trustee Services as statutory supervisor.
- Terry Middlemost is identified as PLV CEO in current 2026 official village material. Treat him as the likely executive sponsor and economic decision-maker, not as a director or shareholder.
- Brett Noonan was publicly identified as CFO in official PLV/Fairview material through December 2024 and appears to remain with PLV. Confirm his current title and authority in the meeting. He is a likely commercial, finance, IT and assurance gatekeeper, not a listed company director.
- Gary Jarvis is identified by a directory updated 29 July 2026 as Settlers Village Manager. The current Settlers customer-facing sales contact is Linda Neale.
- Marika Laflamme is identified by a directory updated 1 July 2026 as Fairview Lifestyle Village Manager. Gary covered Fairview during her maternity leave through much of 2025. The current Fairview Sales and Marketing Manager is Robyn Rangi.
- Likely decision path, to validate: Gary and Marika own local workflow and adoption; Terry sponsors the group decision; Brett owns commercial and assurance review; the PLVL board becomes relevant only if the spend, risk or group rollout crosses its delegation threshold.

## Portfolio and scale

### Settlers Lifestyle Village

- Address: 550 Albany Highway, Albany, Auckland 0632.
- Official site plan lists 254 dwellings: 62 townhouses and 192 apartments. Two proposed buildings, P and Q, contain four dwellings each and are marked not built. This supports 246 built dwellings only if the plan remains current; it is not an occupancy count.
- Independent living for people aged 65 and over under Occupation Right Agreements.
- Facilities include pool, spa, gym, cinema, restaurant/cafe, bar, library, stage, games, salon, bowling, croquet, petanque and a resident-led transport/community programme.
- The official FAQ states at least one registered nurse is onsite 24/7, the after-hours nurse is duty manager, and home call buttons and optional pendants are available. These are safety systems and must remain outside PiP.
- The official site claims four consecutive AgedAdvisor People's Choice wins for Best Large Retirement/Lifestyle Village - North Island from 2021 to 2024, with further 2025 recognition. These are review-based brand signals, not clinical evidence.

### Fairview Lifestyle Village

- Address: 21 Fairview Avenue, Albany, Auckland 0632.
- April 2025 official map lists 8.41 hectares, 131 villas, four townhouses and 63 apartments - 198 independent dwellings - plus 47 care rooms. A July 2026 Eldernet listing says 62 apartments, creating a one-apartment discrepancy that should be checked against the current registered disclosure.
- Independent living for people aged 65 and over under Occupation Right Agreements.
- Facilities include the Lodge, library, lounges, restaurant/bar/stage, sauna, gym, billiards, pool/spa, bowling, croquet and petanque. Activities and resident groups are prominent.
- The official FAQ and health/security pages describe a registered nurse onsite 24/7, home call buttons, optional pendant, night gates/cameras and electronic building access. PiP must not replace these systems.
- Fairview residents may receive preference at Fairview Care where a suitable bed is available. It is not a guaranteed bed or an automated transition.

### Fairview Care

- Separate certified provider at the Fairview address.
- Ministry of Health lists 47 beds and rest-home and geriatric services, with current certification through 24 September 2028.
- The July 2024 certification audit related to the clinical service, not the independent village. It recorded 46 occupied beds on the audit day and no areas for improvement, with three continuous-improvement ratings.
- Phase one should exclude NHI, interRAI, care plans, medication, observations, incidents, clinical complaints, welfare, emergency and Health NZ records. Any future family or activities scope for Fairview Care needs separate clinical governance, privacy and Health NZ review.

## Existing channels and operational evidence

PLV is not starting from zero. Public evidence shows a hybrid operating model:

- Both village websites contain a resident Login route. Fairview's resident area lists resident contacts, Relish menus, newsletters/archive, notices, value partners and Residents Association minutes. The exact access controls, usage, vendor, authoritative records and integration are unknown.
- Fairview publishes detailed weekly PDF newsletters and uses email, daily Relish messages, print, physical noticeboards, phone, reception and face-to-face communication.
- The 1-7 September 2025 Fairview newsletter shows meal and event bookings/payment through reception, residents submitting stall details through reception, a basement carpark data update through reception, weekly schedules, menus, resident notices and Residents Association minutes.
- Those minutes say residents wanting updates on outstanding maintenance requests should reply to the Work Request Confirmation email or ask reception, preferably with the job number. This verifies a multi-channel status workflow, not that it is failing.
- A December 2024 Fairview newsletter confirms Brett Noonan as CFO in a firewall/IT maintenance notice. It also shows extensive bookings, payments, guest/event information and staff communications distributed through the newsletter.
- Other 2025 Fairview newsletters describe printed notices plus intranet, phone/email transport bookings, low-participation cancellations, staff-assisted portal setup and information held in the library. These are dated workflow examples; confirm the current 2026 process.
- Settlers' official support information says residents request housekeeping and maintenance through staff/reception, while transport and many activities are resident-led. Its private resident-area functions are not publicly documented.
- No current CRM, work-order, property-management, finance, nurse-call, resident-app, screen-management or identity vendor has been verified. Absence of public evidence is not evidence that no system exists.

## Village-specific pitch

### Fairview first

Lead with one current, observable workflow: event/meal/transport information and changes, resident action or reception-assisted action, and manager exception visibility.

Why Fairview:

- existing resident area and rich weekly newsletter provide a measurable baseline;
- reception is visibly involved in bookings, payments, information updates and status enquiries;
- a physical noticeboard and printable information remain important;
- maintenance updates already have a job-number and email/reception route that can be mapped without replacing the work-order system;
- Gary's 2025 cover and Marika's return make current ownership worth clarifying.

Start with notices/events and one ordinary reception action. Treat payments as a later integration or link-out unless the authoritative finance workflow is mapped. Maintenance status is phase two and should show acknowledgement/status only while the existing system remains authoritative.

### Settlers second

Lead with protection and extension of an already strong, award-winning resident experience. Use the same PLV core but allow site-specific content, roles and workflow.

Potential discovery lanes:

- high-volume resident-led activities and five-to-ten daily activity claims;
- twelve-seat bus, resident-led medical transport and outings;
- onboarding into a large apartment/townhouse community;
- housekeeping and ordinary maintenance requests;
- policy/change communication such as the current electric-vehicle policy.

Do not claim the larger site has greater admin pain or weaker portal adoption without baseline evidence.

## Four-surface solution

### User portal

- calm, senior-first browser/PWA entry point;
- today/this week, current notices, activities, menus and ordinary services;
- RSVP, waitlist, cancellation and acknowledgement;
- personal booking/request status;
- resident-controlled preferences and later optional proxy/whanau access;
- phone, print, reception and staff-assisted parity.

It must answer: What is happening? What changed? What have I booked or requested? Has someone acknowledged it?

### Reception

- assisted registration and actions on behalf of residents, with actor and channel audit;
- one view of today, changes, cancellations and waitlists;
- non-clinical event, meal, transport and ordinary request queue;
- owner, acknowledgement, due state and closure reason;
- print-friendly daily/weekly lists;
- minimal retyping across portal, display and newsletter outputs.

Clarify whether PLV means a receptionist dashboard, self-service kiosk or both. Exclude care notes, medication, clinical incidents, formal complaints, emergency response and statutory ORA records.

### Community notice display

- approved public-safe information for today and this week;
- time, location, capacity, simple action prompt and ask-reception fallback;
- content owner, approval, publish date and expiry;
- screen health and manual noticeboard fallback.

Never display resident absence, unit, health, care, private transport, individual request, targeted reminder, birthday or photograph without a defined lawful purpose and consent.

### Command Centre

- multi-site role-based content approval and scheduling;
- source owner, expiry/freshness and audit trail;
- aggregate invited, activated, assisted, declined and offline denominators;
- booking-to-attendance and ordinary request acknowledgement/closure;
- staff workload, support and duplicate-entry measures;
- exception queue for stale notices, unowned requests, capacity/waitlist and offline screens;
- comparable site view only where definitions are identical and small groups are suppressed.

It is an operational exception and evidence view, not clinical command, emergency control, staff surveillance or a resident-level wellbeing-risk score.

## Recommended demonstration

Use one shared scenario, not four disconnected feature tours:

1. A Fairview manager approves a Spring Dinner change once in Command Centre.
2. The public-safe summary appears on the Community notice display.
3. A resident sees it in the User portal and joins or leaves the waitlist.
4. Another resident phones Reception; staff complete the same action with assisted-use attribution.
5. Command Centre shows reach, acknowledgements, capacity, unresolved exceptions and channel mix.
6. Print/manual fallback is shown before the scenario ends.

This demonstration is a proposition. Confirm which existing system owns events, resident contacts, payment and attendance before promising integration or removal of duplicate entry.

## Pain hypotheses to validate

- Information may be re-entered across website, resident area, newsletter, daily email, noticeboard, reception and print.
- Residents may receive timely information through different channels but lack one consistent acknowledgement or action path.
- Reception may spend avoidable time on bookings, changes, repeated questions and status lookup.
- Assisted or offline residents may be invisible in portal adoption statistics.
- Managers may lack one privacy-safe view of content freshness, participation, unresolved actions and staff burden across the two sites.
- New-resident onboarding into contacts, groups, transport, activities and digital channels may be inconsistent.
- Maintenance status may generate follow-up even when a work-order system exists.

None is a confirmed PLV pain until the managers provide current volumes, effort, failure examples and system maps.

## Recommended pilot

Preferred design:

- one independent-living site first - Fairview;
- four-week baseline and eight-week live period;
- 40-60 invited independent-living households, including assisted and non-digital users;
- two reception/admin users, one village champion, one backup and one PLV executive sponsor;
- one Community notice display;
- two functions maximum: notices/events plus one reception action;
- no Fairview Care residents, clinical data or emergency function;
- Gate 2 privacy, security, accessibility, continuity, support, export and deletion evidence before real resident data.

If PLV requires both sites, use a staggered design: baseline both, live first at Fairview, allow Settlers management an aggregate/no-personal-data Command Centre preview, then open Settlers only after the first gate. A two-site pilot requires separate setup, training, data, support and pricing.

## Measures

- publish-once to all-surface time;
- stale, conflicting or duplicate updates per week;
- reception calls, assisted actions, handling time and repeat/status contacts;
- invited, consented, activated and meaningfully active households;
- independent, proxy, staff-assisted and offline action shares;
- RSVP-to-attendance, cancellation, waitlist and no-show reason;
- acknowledgement, closure, overdue and correction rate for the chosen ordinary request;
- weekly administrator minutes, support contacts and unresolved exceptions;
- screen uptime and successful manual fallback;
- resident and staff ease/confidence with response denominator;
- opt-outs, complaints, accessibility, privacy, security and safety incidents.

Do not claim occupancy, loneliness, health, care-entry delay, causal cost saving or group readiness from a short pilot.

## 90-Day Shared-Risk Guarantee

Recommended label: Paid 90-Day Shared-Risk Pilot with a stop/continue/refund review.

The internal village framework uses $2,500 plus GST setup and $6 plus GST per occupied unit per month as negotiating starting points only. Those figures are not agreed PLV pricing and should not be quoted until the contracting entity, site, occupied/invited denominator, functions, screen hardware, support and integrations are frozen.

Proposed structure:

- setup and months one-to-three subscriptions invoiced upfront;
- PLV may invoke the review without proving breach if PiP is not satisfactory or not the right fit, provided PLV substantially completes the agreed responsibilities and gives PiP a reasonable chance to cure reported issues;
- normal shared-risk refund: all first-90-day subscription fees plus 50% of onboarding/setup;
- material PiP non-delivery: all first-90-day subscription fees plus 100% of onboarding/setup;
- refund within 10 working days after a valid decision, subject to final GST/legal wording;
- no single adoption percentage is an automatic condition;
- after the review, continuation requires an explicit written decision and agreed price;
- no automatic second-site rollout, resident billing, testimonial or logo rights;
- stop includes export, deletion and transition confirmation.

PLV responsibilities: sponsor, village champion and backup, approved content and permissions, staff training, launch and assisted access, current use of the chosen workflow, issue reporting, 30/60/90 reviews and preservation of non-digital routes.

PiP responsibilities: configuration, role setup, training and support, resident materials, Gate 2 evidence, 30/60/90 reports, defect handling, accessibility, incident/continuity processes, export/deletion and formal review.

Final wording needs New Zealand legal review, including Fair Trading Act presentation, GST/payment, definition of material failure, data roles, hosting/subprocessors, MFA/PIN controls, WCAG 2.2 AA evidence, service levels, screen hardware, insurance/liability, publicity and disputes.

## Core meeting questions

1. What changed after the first meeting, and which of the four surfaces is mandatory versus desirable?
2. Are the four surfaces one shared workflow in PLV's mind or four separate products?
3. Who are Terry, Brett, Gary and Marika authorised to decide today: scope, budget, technology, data, contract or only next steps?
4. Which legal entity would contract and pay, and which entity controls resident data?
5. Walk one event or notice change from author to resident action across portal, email, newsletter, noticeboard, reception and print.
6. Which system is authoritative for resident contact, events, requests, payments and care records?
7. Where is information retyped, stale, corrected or reconciled, and what is the weekly volume and staff time?
8. What exactly does PLV mean by Reception and Command Centre?
9. What can appear on a communal display and who approves, expires and corrects it?
10. Which resident actions must remain available through phone, paper and face-to-face service?
11. Which of Fairview or Settlers is the best first site, and why?
12. What is the current independent-living, occupied and invited-household denominator?
13. Can Fairview Care, emergency response and all clinical data remain explicitly outside phase one?
14. Which one repeated resident action and one manager exception should the pilot prove?
15. What baseline and 90-day result would earn an explicit paid continuation?
16. Who owns privacy/security, procurement, contract signature, resident co-design and day-to-day administration?
17. What is already available from the WordPress resident area or another vendor, and where must PiP integrate, export or stay out?
18. Is the proposed shared-risk refund structure acceptable, and what fair PLV failure, cure and refund terms are needed?

## Guardrails

- Keep the dossier at organisation level; do not make Terry, Brett or either manager the profile.
- Treat the earlier meeting and four requested surfaces as user-supplied/private evidence, not a public endorsement or order.
- Do not say PLV lacks a portal. Map its resident areas and current systems first.
- Do not sell four disconnected systems; show one source, four surfaces and one closed loop.
- Do not include Fairview Care in an independent-living pilot because it shares the site or brand.
- PiP is never the only channel for emergency, safety, essential or urgent information.
- Preserve phone, paper, reception and face-to-face routes and count them.
- Do not show personal or sensitive information on a communal screen.
- Do not make paid relationships, use or non-use affect resident services.
- Do not promise resident adoption, occupancy, staff savings, health outcomes or group rollout.
- Do not call the offer an unconditional money-back guarantee when the normal setup refund is proposed at 50%.
- Do not quote the PSC-derived pricing or measures as agreed PLV terms.

## Source register

- Companies Office PLVL record: https://app.companiesoffice.govt.nz/companies/app/ui/pages/companies/1545400
- Settlers Albany Limited record: https://app.companiesoffice.govt.nz/companies/app/ui/pages/companies/1328402
- Fairview Lifestyle Village Limited record: https://app.companiesoffice.govt.nz/companies/app/ui/pages/companies/1004896
- Fairview Lifestyle Village Two Limited record: https://app.companiesoffice.govt.nz/companies/app/ui/pages/companies/986859
- Fairview Care Limited record: https://app.companiesoffice.govt.nz/companies/app/ui/pages/companies/1671746
- Current Terry Middlemost source: https://www.settlersalbany.co.nz/village-news/downsizing-support-for-seniors/
- Settlers current FAQ: https://www.settlersalbany.co.nz/life-at-settlers/faqs/
- Settlers facilities: https://www.settlersalbany.co.nz/life-at-settlers/facilities-recreation/
- Settlers support: https://www.settlersalbany.co.nz/life-at-settlers/well-being-and-support/
- Settlers site plan: https://www.settlersalbany.co.nz/wp-content/uploads/2023/08/settlers-village-site-plan.pdf
- Settlers current directory listing: https://www.eldernet.co.nz/provider/settlers-lifestyle-village/retirement-village
- Fairview current FAQ: https://fairviewvillage.co.nz/life-at-fairview/faqs/
- Fairview facilities: https://fairviewvillage.co.nz/life-at-fairview/facilities-recreation/
- Fairview resident area: https://fairviewvillage.co.nz/residents/
- Fairview site map: https://fairviewvillage.co.nz/wp-content/uploads/2025/04/Fairview_VillageMap_0425-1.pdf
- Fairview current directory listing: https://www.eldernet.co.nz/provider/fairview-lifestyle-village/retirement-village
- Fairview Newsletter 387: https://fairviewvillage.co.nz/wp-content/uploads/2025/08/No-387-Newsletter-01-September-to-07-September-2025.pdf
- Fairview Newsletter 351: https://www.fairviewvillage.co.nz/wp-content/uploads/2024/12/No-351-Newsletter-09-December-to-15-December-2024.pdf
- Fairview Care certified-provider page: https://www.health.govt.nz/regulation-legislation/certification-of-health-care-services/certified-providers/rest-homes/fairview-care
- Fairview Care certification audit: https://www.health.govt.nz/system/files/prms/AuditSummary_PRMS_CommunicatePublish_000028934002.pdf
- Shared-risk framework: /document/doc-0562
- PiP product/public evidence: /document/doc-0558
- PiP assurance gates: /document/doc-0537
- PiP measurement framework: /document/doc-0538
- Village systems and competitor landscape: /document/doc-0517