In December last year, the Mackay community reacted in both shock and support upon hearing allegations of neglect at a North Mackay aged care rental village.
A family member of a current resident who would like to remain anonymous alleges that, when Westminster Lodge’s meal service ceased in September, the village’s 38 residents were left to fend for themselves with only a microwave, mini fridge, toaster and kettle in each room.
He also states that access to the common kitchen, dining and recreational spaces were restricted by management, leaving little opportunity for residents to socialise, and that many of the Lodge’s facilities and amenities were in need of upgrade and replacement.
The family member now alleges that nothing has changed since last year, and he is concerned for the residents’ mental health and wellbeing.
“They can’t get into the dining room which is preventing them from having social interaction,” he said.
“The space where they used to have their meals together was good.
“They would eat together, talk and socialise.
“They’re not getting that social contact now, so I’m worried about the mental state of the residents.”
A group of impassioned volunteers assisted the residents around Christmas last year, taking donations from the community and providing meals and gifts, but the concerned relative said that, understandably, the people are unable to help long term.
“The volunteers that were there, were doing meals mainly through the money donated,” he said.
“As soon as school went back and everyone was back working, it stopped, so all those meals stopped, simply because the money ran out.”
It is understood that meals to all residents were previously supplied by Westminster Lodge Management, but that also came to a halt last year.
The resident, who has lived there since 2020, is currently getting Meals on Wheels, as are most residents, but he will leave the premises during the day.
“He meets other people at a café, and he’ll sit over there the whole day and then go back just before 5pm,” his relative said.
“He’s not getting a conversation with the other residents at Westminster Lodge.
“It’s not a very happy place.”
The residents are calling for a new manager, claiming that the current manager has moved out of the management quarters and is running the business from Brisbane.
“They’ve said to me that the solution is for body corporate to put in a new manager who is there, who’s got the finger on the pulse, who can get the kitchen up and running,” the family member said.
The manager (Helen Lu) refuted this claim, saying she has been in Brisbane recently due to a family illness, but insisted that she could run the business from wherever she wants.
“I can legally run the business from anywhere I like, but I’m still in Mackay,” she said.
“I can choose to live there, I can choose not to live there, it’s none of their business.
“When my family matter’s finished, I’m back.”
Ms Lu said that, while meals are no longer being served and the locks to the common area have been changed, the area is open from 8am to 6pm seven days a week.
The concerned resident, however, said that the manager has allowed only one small group to use the space for bingo but no one else, causing tension amongst other tenants.
“Residents are bickering amongst each other; they’re not getting that mental stimulation of talking and chatting with each other over a meal,” he said.
Management of Westminster Lodge is listed for sale through a local real estate agent, with the listing claiming: “A business opportunity in conjunction with the purchase of the apartment offers the incoming manager a secure income and tax deductable accommodation. Ideal for a single operator or working couple/partnership this Retirement Village Management Rights with Catering Income adds up to a great Return on Investment.”
Ms Lu said she is struggling to sell the place following the allegations.
“People are scared, and they don’t want to buy,” she said.
“They think the tenants are horrible; the tenants are lovely, they’re family.
“There’s nothing wrong there; everything’s normal.
“Just a couple of people complaining.”
Westminster Lodge was surrounded by controversy last year as claims were made that catering services had ceased and access to common areas were restricted
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