In this guest post, James Saunders, Managing Director of Pride Aged Living, reflects on the first 100 days of Higher Everyday Living Fees. While almost half of homes previously offered additional services, HELF uptake averages 60 per cent among new residents, with results differing by package appeal, staff capability and systems.
Nearly half of Australian aged care homes were already offering additional services before Higher Everyday Living Fees (HELF) came into effect on 1 November 2025, but the first 100 days of the reform reveal a sector still finding its footing.
Early uptake among new residents is tracking at around 60 per cent, with a further cohort selecting individual services, though performance varies significantly between providers depending on package design, staff confidence and implementation systems.
“Nearly 50% of Australian aged care homes were offering additional services before the introduction of Higher Everyday Living Fees (HELF) on 1 November 2025.”
Over the past few months, we have been checking in with homes across the country to understand how the transition is progressing. While HELF mainly applies to new residents, early feedback has been largely positive. Uptake of HELF packages is sitting at around 60%, with up to 30% of new residents choosing individual services.
That said, our observations to date show that results are not consistent across all homes.
Where uptake is lower, we have seen it linked to two main factors — the appeal of package inclusions, and the confidence of staff promoting services. In homes where packages are attractive and staff are comfortable explaining HELF, engagement has generally been stronger. In others, hesitation is still evident.
For many teams, separating funded care from additional lifestyle services is a new conversation. Several providers have reported that staff confidence has grown after seeing residents and families respond positively to transparent discussions about fees and choice. As with most funding reforms, familiarity appears to reduce discomfort.
There is also a broader sector debate. Some providers remain cautious about charging for services previously provided, even when those services were never formally funded. Consumer groups supported the introduction of HELF on the basis that it strengthens choice and autonomy, provided services remain voluntary and aligned with person-centred care.
From a provider perspective, the financial context is clear. Under AN-ACC, funding is tightly aligned to care-minute targets, leaving limited flexibility to subsidise non-care services. HELF introduces a more transparent framework for optional services, but implementation requires discipline and consistency.
In practice, many homes start by charging for services already being delivered but not formally funded. This avoids creating additional workload for staff, but it does require reliable tracking. Without clear systems, services can be provided without cost recovery, creating confusion over time.
We are seeing different approaches to this. Some homes provide purchaser lists to staff, others record HELF services within their care management systems, and some are integrating tracking into service delivery platforms. No single model has emerged yet, and in our experience so far, variation between providers in these early stages is more pronounced than many expected.
As with the introduction of RADs, confidence is likely to build over time. Providers who are gaining traction are refining their packages and, in some cases, reinvesting in lifestyle offerings — for example, incorporating upgraded in-room technology into HELF packages. Others are watching carefully, assessing resident response and operational impact before expanding their approach.
Our observations from the first 100 days suggest that HELF is less about introducing new fees and more about how homes define, communicate and manage additional services transparently and consistently. The longer-term impact will depend not only on uptake, but on how well providers balance revenue objectives with resident trust and frontline capability.
We will explore early uptake patterns, implementation approaches and emerging challenges in more detail in our upcoming webinar.
Date: Thursday, 12th March, 2026
Time: 1 pm – 2 pm AEDT
Investment: $180 + GST per organisation, unlimited attendees. (A registration will be made in the email used to make payment below, and a link will be sent for sharing with your colleagues)
