Our Customers and Communities
Ingenia's social responsibility extends well beyond its obligations to employees and investors.
The Group's customer proposition – delivering quality, attainable community living options for Australian seniors and great domestic holiday experiences – sits at the heart of its purpose to build belonging. Our proposition is a direct expression of our broader ESG strategy in action – and we are dedicated to delivering positive social outcomes. The strength and depth of our customer relationships, and the programs that support them, are important indicators of long-term occupancy resilience, resident retention, and brand reputation across the portfolio.
In FY25, we continued and expanded initiatives to enhance customer experience and support local needs.
Residential Communities
Our residential offering is built around a clear and consistently delivered value proposition that supports resident wellbeing across our three distinct residential communities – Ingenia Lifestyle, Ingenia Rental, and Ingenia Gardens.
Residents across Ingenia's communities benefit from a range of programs and amenities designed to support mental health, physical wellbeing and independent living. Facilities supporting healthy lifestyles include walkable streetscapes, cycle ways, community gardens, and dog parks.
Programs supporting social connection and mental and physical wellbeing include:
- The Ingenia Activate program – a structured schedule of recreational and wellness activities in each community, from fitness classes and walking groups to arts and crafts and social outings, directly combating social isolation and supporting resident wellbeing.
- Regular communication through community newsletters, Facebook groups, the Lifestyle Resident App, and direct contact with onsite teams keeping residents informed and engaged – while regular visits to each community by senior management ensure active and ongoing engagement with the resident base.
Ingenia continued to invest in new and upgraded community facilities during FY25, with several significant clubhouse developments completed across the portfolio. These facilities serve as social hubs that create a sense of community and encourage wellbeing among residents, providing spaces for social interaction, physical activity, and relaxation.
Resident Engagement and Satisfaction
Ingenia actively measures the effectiveness of its customer programs through regular resident surveys, providing both accountability for current performance and insight into future opportunities for improvement.
Across Ingenia Lifestyle communities, the most recent survey achieved a 60% response rate, with 79% overall resident satisfaction recorded. Residents rated the home purchase process highly, with 85% satisfied with their sales experience, and strong results were recorded across the Personal Wellbeing Index measures assessing residents' overall wellbeing and satisfaction.
Across Ingenia Gardens rental villages, the 2025 resident survey recorded a very high overall satisfaction rate of 85%, with a 90% rating for the way the community is managed and high scores for the friendliness of staff and residents.
These results reflect the consistent quality of the Group's onsite management teams and the effectiveness of its community programs in creating environments where residents genuinely feel at home.
Further Information: 2025 Sustainability Pack
New Initiatives
New initiatives introduced in FY25, enhancing resident engagement across the Group's land lease communities, included:
- The launch of the HOME principles – a structured guide to resident experience representing Health and wellbeing, Opportunity for discovery, Meaningful connections, and Easy living – providing a clear framework for delivering and measuring the resident experience across the portfolio.
- The implementation of our Lifestyle Resident App which has enhanced engagement and communication – with more than 5,000 residents now utilising the platform. Read more
- The launch of the Ingenia Inspire magazine – celebrating the people, places, and stories that make Ingenia's communities unique, further strengthening our connection with both current and prospective residents. Read more
Ingenia Connect
A cornerstone of Ingenia's residential customer proposition is Ingenia Connect – the Group's innovative free health and wellbeing navigation service, supporting residents to access home care, allied health, and government benefits, and support independent living outcomes.
In FY25, Ingenia Connect assisted over 1,900 residents – a 14% increase from FY24, reflecting both the growth of the residential portfolio and the increasing recognition among residents of the program's value.
The Ingenia Connect team works in partnership with residents and their families through:
- Initial health and wellbeing assessments
- Regular community visits and reviews
- Advocacy and navigation support through the My Aged Care portal and process
- Liaison with approved service providers, and
- Information and education sessions at open days and resident forums.
The program demonstrates how our social strategies support resident independence and financial outcomes. In our Gardens Communities, the average length of stay for residents engaged with Ingenia Connect is five years, compared to four years for residents not involved with the service – a meaningful difference that speaks directly to the program's contribution to occupancy stability and revenue resilience.
Ingenia's 35 holiday parks and resorts positioned along the east coast of Australia represent an important and complementary component of the Group's portfolio, providing domestic travellers with quality holiday experiences while contributing to regional tourism economies. Many parks also provide land lease homes within a mixed use community.
In FY25, the parks welcomed 697,000 guests, with guest satisfaction remaining high – the Group maintained a Net Promoter Score of around +58, indicating strong advocacy among guests, and over 95% of guests were domestic travellers, reinforcing the parks' role in supporting regional tourism.
Guest engagement is managed across the full guest journey – from pre-arrival multi-channel marketing campaigns and tailored welcome communications, through to personalised onsite service and structured post-stay feedback collection.
Over FY25, Ingenia Holidays' overall response rate for guest reviews exceeded 99% – a reflection of the operational discipline applied to customer feedback management and our genuine commitment to continuous improvement in the guest experience.
We continue to refresh and upgrade our park offerings in response to guest feedback, introducing new cabins and glamping tents, upgrading facilities, and launching a new mobile-optimised website generating higher levels of direct online bookings. These investments, which target a broader customer base including families, couples, and solo travellers, support the ongoing revenue and occupancy performance of the holiday parks portfolio.