How does resident lifecycle work in a village?

Residents come and go from a village — new arrivals, moves within the village, moves to aged care, bereavement. Lumin is set up to handle each of these gracefully, but the village staff and Lumin need to stay in step.

A new resident moves in

When a new resident arrives:

Village staff contact Lumin Support with the new resident's details — name, dwelling, plan, contact information, any peripherals required.
Lumin provisions the platform — sets up the resident's profile, configures the CareHub if they're getting one, adds them to the village's Resident list.
A CareHub is delivered and installed in the resident's dwelling — typically by Lumin's team or a trusted installer.
The resident is shown how to use Lumin during the install visit, and (where the village has them) connected with a Lumin champion in their building.
Supporters are invited — usually family members the resident nominates.
The resident appears in the village staff's Portal and starts receiving Community Messages. Lumin can offer support during this transition. New residents are often a bit fragile — moving is unsettling — and Lumin's deployment team and champions can make the difference between "another thing to learn" and "a useful part of settling in."

A resident moves within the village

If a resident moves between dwellings within the same village (downsizing, moving to a different building, into a higher-care wing):

Village staff let Lumin Support know the resident's new dwelling.
Lumin updates the resident's address on file.
The CareHub moves with the resident to the new dwelling. The Wi-Fi may need to be re-set if the new dwelling uses a different network.
Group memberships may change — if the move puts the resident in a different building's interest group, for example.
The Resident Handbook stays the same unless the village wants to update it. This is usually a low-touch transition. The resident's contacts, photos, calendar, and Supporters all travel with them.

A resident moves to higher care or another facility

If a resident moves out of the village into aged care or a hospital:

Village staff let Lumin Support know.
If the receiving facility uses Lumin, we coordinate the handover — the resident's setup transitions to the facility's environment.
If the receiving facility doesn't use Lumin, the resident has options:
- Continue using Lumin as an individual customer (their CareHub goes with them, with a residential aged care address update)
- Cancel and return the device if Lumin isn't the right fit going forward
The village removes the resident from their active list (Lumin handles this). See the separate article on what happens when someone moves from home (or village) to aged care.

A resident passes away

When a resident passes away:

Village staff (or family) let Lumin Support know.
Lumin acknowledges and pauses active billing, alerts, and notifications.
The 30-day data retention window begins — family can retrieve photos, messages, or other content of value during this time.
The CareHub is returned, kept, or re-used — per the family's wishes and the household's plan. See the separate article on bereavement for the full path.

A resident takes a long break

Sometimes a resident is away for an extended period — hospital stay, holiday with family, respite care:

Village staff or the resident let Lumin Support know.
The resident's plan may be paused — billing reduced, but the account preserved. Talk to Lumin Support about the options.
The CareHub stays in their dwelling (or travels with them — see the article on moving the CareHub).
When they return, the service is resumed without setup work.

Why keeping Lumin informed matters

Lumin can't see when residents arrive or leave. We rely on the village's communication. Keeping us up to date means:

Bills are accurate — neither the village nor a deceased resident's estate is billed for someone who's left
Alerts go to the right place — emergency alerts on Ease of Mind or Rest Assured need correct Supporter and contact details
The resident list is current — Community Messages don't go to people who shouldn't receive them
Data retention is respected — the 30-day window is timed correctly It's usually one short call or email per change.