Changing our attitude to risk management
Risk management in retirement villages is often treated as a compliance exercise — a checklist to complete, a register to update, a policy to file away.
At our Masterclass earlier this week, Ling Huang, General Manager Risk and Safety for Aveo Group, reminded participants, “risk management isn’t about forms or frameworks—it’s about people, awareness and accountability.”
This is a mindset shift that every operator and village manager should take seriously.
Ling (left) described it simply: strong culture is when safety becomes part of everyone’s daily habits, not something driven by policy or checklists.
In a well-run village, staff, residents and contractors all notice and act on risk as part of normal operations. As Ling shared, it is the small actions of a housekeeper reporting condensation near a hot water unit, or a cleaner flagging a frayed carpet, that prevent incidents before they occur.
Emily Doyle (right) from MinterEllison reinforced this, highlighting that while policies and procedures are important, they only work when backed by real-world action.
“We can have all the documentation and do our tick and flick, but it’s important to follow through. Reporting early can prevent serious harm. It’s about shared responsibility—not just the Village Manager spotting risks, but everyone working there.”
Eden Gordon from Warren Saunders Insurance Brokers added another layer, pointing out that good risk management doesn’t just protect residents and staff—it strengthens your insurance position.
“A really good risk is a risk that an insurer wants to take on, and is prepared to give a competitive rate. That’s identified by good processes and documentation.”
Documentation is a critical part of this picture, not as a “tick box,” but as evidence of action. As Eden noted, when incidents occur, too often only the negative details are recorded. Including the positive measures in place, good lighting, clear signage, preventative maintenance, paints a far more accurate picture and strengthens your position with insurers and regulators.
Ultimately, shifting our attitude to risk means embedding awareness and accountability into everyday practice. It’s about moving from reactive to proactive, from compliance to culture. Every inspection, every report, every conversation contributes to creating safe, resilient communities built on trust.
To hear more from these subject matter experts, register for session number 2 on Risk Management, to be held Tuesday 21 October. Join your peers to explore how to build a culture of risk awareness that goes far beyond tick and flick.
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