The Village Retirement Group + Urbanise FM

How The Village Retirement Group Connected Residents to Maintenance Operations Across Five Villages.

70%  Resident adoption within two weeks of rollout.	1,502 Verified platform users across the portfolio.	13,500+  Unit maintenance requests processed to date.
26,000 Status updates sent through the integration pipeline.	5,000 Work orders processed in the first 3 months.	5 Villages live across South East Queensland.

Who is The Village Retirement Group?

The Village Retirement Group (TVRG) is a family-owned retirement village operator managing five villages across South East Queensland, with a sixth currently in development in Manly. With over 1,800 residents across Coorparoo, Yeronga, Redcliffe, Taigum, and Toowoomba, TVRG runs a high-volume, compliance-driven operation where resident experience and regulatory standards are non-negotiable.

Who is Conpago?

Conpago is a resident engagement platform built for retirement living and aged care. It gives residents a digital channel to stay connected with village life, lodge maintenance requests, and receive real-time updates, while giving operators the communication tools and visibility to run their communities more efficiently. For TVRG, Conpago was already in place across the portfolio before the Urbanise FM integration was introduced, serving as the resident-facing layer across all five villages. 

The Challenge

TVRG adopted Urbanise FM to meet a higher standard of asset management, building comprehensive asset registers and preventive maintenance schedules required to satisfy legislative obligations in Queensland. Conpago was already in place across the portfolio as the resident-facing platform for logging maintenance requests.

The gap between the two was costing time and accuracy. Village administration teams were manually translating resident requests from Conpago into Urbanise, then relaying status updates back by hand. Every request meant double handling: a resident reports something, a staff member re-keys it into Urbanise, then follows up manually. No auditable link between the request and the work order, a higher margin for error, and a Monday morning front-office queue of residents chasing outstanding jobs.

“The reactive maintenance with Conpago would have been very hard to do without that integration. We would have had two systems. We wouldn’t have seen those efficiencies.”

— Ryan Knowles, GM of Operations, TVRG 

The Solution

One connected maintenance pipeline.

Urbanise FM and Conpago worked together to build a fully integrated resident maintenance workflow. Residents raise maintenance and gardening requests through the Conpago Village Hub app. Those requests flow directly into Urbanise FM where they are triaged, assigned, and actioned through existing workflows. Status updates and completion timestamps are sent back to residents through Conpago in real time.

Urbanise FM remains the operational source of truth, carrying the asset register, compliance schedules, work order management, and supplier oversight. Conpago serves as the community-facing interface. Residents interact with one app. The operational complexity sits where it belongs.

The integration also introduced digital consent capture, allowing residents to approve maintenance access remotely, with completion evidence including timestamps and photos delivered back through the app.

“Our integration with Conpago provides a seamless experience for staff and residents, giving residents real-time updates while equipping maintenance teams with the detailed information they need to assess and complete work efficiently."

— James Danaher, Executive General Manager FM, Urbanise.

Rollout and Adoption

Conpago conducted on-site rollouts across all five villages individually, ensuring residents and staff were supported through the transition. The result was 60% adoption on day one, reaching 70% within two weeks. Some villages exceeded 80%.

The Monday morning reception queue was eliminated. Residents now self-serve through the app, and village staff spend less time relaying information between systems and more time on the ground.

Compliance and Asset Oversight

Resident requests now flow into Urbanise FM with full detail, including photos and descriptions, creating a complete audit trail from initial report through to work order completion. For an operator managing a large asset base under increasing regulatory scrutiny in Queensland, that traceability is foundational to ongoing compliance.

“It’s seamless for the residents. Getting two organisations to work together to satisfy one organisation’s requirements has been a great exercise for everyone.”

— Simon Forsyth, CEO, TVRG

What's Next?

TVRG’s sixth village at Manly will be the first built with both platforms in place from day one. Residents will have access to Conpago from move-in, connected to Urbanise FM from the outset rather than retrofitted after launch.

“It’ll be the first village that we’ve actually put this technology in firsthand. Where a resident moves in on day one with a village app at their disposal.”

— Ryan Knowles, General Manager of Operations, TVRG

TVRG is also progressing a data aggregation strategy, bringing multiple platforms into a central data store to inform capital expenditure decisions and long-term asset planning across the portfolio.

See What Urbanise FM can do for your Retirement Living Facility Portfolio

TVRG’s results show what becomes possible when retirement village operators connect resident engagement to a purpose-built facilities management platform. If you manage maintenance and assets across multiple retirement villages, we’d like to show you how Urbanise FM works in practice.

Request a demo to speak with our team.

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