Leading with heart is at the core of everything we do
Discover how village manager Leanne Zannoni leads with heart to create a thriving community at Forest Hills retirement village.
Our staff's Random Acts of Kindness
Monday, 17 February 2025
Read the stories of our amazing staff who lead with heart, putting kindness first to ensure the wellbeing of residents every day.
At Keyton, kindness isn’t an occasional grand gesture — it’s woven into the everyday moments that define our communities. It’s in the friendly hellos, the reassuring presence during difficult times and the countless ways our team and residents look out for each other. These small acts, done with big hearts, create a place where everyone feels safe, supported and truly at home. As one resident beautifully put it, "Kindness is the glue that holds our community together."
Little acts of kindness everyday
For Andrew, village manager at Little Bay Apartments, kindness isn’t about a big act — it’s in the small, everyday moments that make a real difference. "It’s hard to define just one moment of kindness because, for us, it’s simply a way of life. Whether it’s sitting with a resident who’s grieving, dropping everything to help someone caught in a computer scam or firing up the BBQ to celebrate monthly birthdays, these little things bring our community together."
Kindness shows itself in little acts everyday
Michael, village manager at Koorootang retirement village, couldn’t agree more. "These gestures happen every day — helping a resident relocate their car, washing it when they need a hand or surprising someone with chocolates when they’ve had a tough time. Just the other day, we mowed a resident’s lawn again because they weren’t happy with the contractor’s cut and he wasn’t due back for two weeks. We even helped track down a resident’s lost dog and bring it home."
Dan, from Viewbanks Gardens says, "I've found myself doing things that are way beyond the job description. Fixing TVs and sorting out phones is not exactly what I signed up for, but you know what? If it keeps the residents happy and content, nothing else matters. At the end of the day, if the residents are happy, that counts."
Kindness in action
Kindness isn’t always loud, it often shows up in quiet moments of dedication, where someone simply sees a need and steps in without expecting recognition. At The Aerie in Narrabundah, Karen, administration officer, does just that, says village manager Ken about his colleague. "Whether it’s helping with paperwork, offering first aid in an emergency or simply taking the time to listen, she embodies what it means to care. When a resident suffered a persistent nosebleed, Karen stayed by their side for nearly two hours, calmly coordinating with emergency services and ensuring they felt safe. One grateful resident even said, “Karen is our guardian angel."
Kindness means someone simply sees a need and steps in without expecting recognition
Meanwhile, Harry, village support officer at Menzies Malvern, has become the go-to tech helper. "A lot of residents come to me with problems like fixing their printers or phones. I think word got around that I could help, so now I get asked all the time and I’m always happy to do it." These acts of kindness create a community where everyone feels supported, valued and truly at home.
Support and companionship
Kindness also means being there where it matters. At Brentwood Village, assistant village manager Katina Ramsden recalls a moment that defined the spirit of their community. "When a resident, Deedee's husband passed away, the team instinctively knew she shouldn’t be alone. Without hesitation, they stayed by her side, offering quiet companionship as she received the heartbreaking news. They remained with her until a friend arrived, ensuring she felt supported through those first difficult hours. Later, a Christmas card arrived with a simple message: “Thanks for being there for me. I didn’t have to ask for help, they just knew,” she later told the staff."
Kindness is a collective effort
Similarly at Annesley Bowral, kindness is a collective effort. Village manager Sarah and the team shares, "The entire community came together when a much loved resident, Elaine, had an accident and faced a long recovery. Friends visited her in the hospital, brought her treats and kept her spirits high. When she returned home, the team organised a support roster, ensuring she had everything she needed. With their encouragement, the resident is now back to doing what she loves —attending aqua classes, drumming and even preparing for the village’s upcoming fashion parade. She said, “Home is where your heart is and Annesley shares a very special place in mine.”
Beyond expectations
Helena, sales manager at Annesley Bowral, shares a special moment from last year’s Christmas dinner. "As the slideshow played, showcasing the highlights of the year, she noticed a new resident become emotional. The resident had moved in struggling with back pain but soon found joy in the community, especially in aquarobics. When Helena checked on her, the resident squeezed her arm and said, 'You told me I would love it here but I never imagined just how much. These are tears of happiness. I should have done this years ago. I absolutely love my Annesley home.'"
Kindness means being there where it matters
At Bernborough Ascot, village administrator Monica helped celebrate a resident’s 90th birthday — just the way she wanted it. “She asked for a low-key celebration with a small group of friends. She was delighted with the beautiful flowers and her special cake and when we handed her a certificate and medallion, she became emotional while saying a few words. The residents around her smiled and said 'they were lucky to have gained a beautiful family.' It was a lovely morning tea.”
And sometimes, kindness comes with a toolbox. Marg, resident at The Brighton on Bay, had this to say about Brian, the village manager, "Brian? He’s a jack of all trades and a master of all! From fixing locks to solving rare laptop mysteries, he never forgets a promise. He even gave footy tipping a go, despite knowing zilch about Aussie rules! But that’s Brian, kindness should be his middle name."
These stories, big and small, mean kindness isn’t just something we do, it is part of the fabric of our daily life. If you’re looking for more than just a home, but a community where kindness and connection thrive, Keyton is where you’ll find it.
For more information about the lifestyle and support offered at our retirement villages, call our customer service team on 1800 550 550 or send us an email here.
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