Priority service
When you need clear answers this week, not eventually.
Our directory and guides remain free, and we continue to help every family who contacts us. Standard requests are usually answered within 7–10 working days. If someone is leaving hospital or you are arranging care from overseas, you may need faster, more hands-on help.
Priority is for families who want repeated follow-up and a clear written record, rather than only the one written enquiry included with Standard. Over 14 days we make up to three contact attempts per shortlisted home, by email and WhatsApp where available, asking about care fit, current availability and itemised costs. You then get a written comparison of what each home confirmed, what remains unclear, and what we tried where a contact detail failed or no reply came. We start Priority work sooner than Standard work, but we cannot guarantee a reply, a place or a price.
Nothing is paid until we have read your situation and confirmed we can help.
What you get
Hands-on help from the first shortlist through to the written comparison, introductions and visits.
A clear start
We reply within 1–2 working days to confirm whether we can help and tell you what happens next. That is our response time, not a promise to find a home in two days. What the fee covers is the follow-up and the written comparison below; choosing a home still takes as long as it takes.
We contact and follow up with the homes
We write to each shortlisted home ourselves and follow up the ones that stay quiet — up to 2 further written attempts — 3 attempts in total per home, over 14 days, by email and WhatsApp where usable details are available. We ask the three things that decide it: whether they can support the care described, whether they have a place available now, and what itemised costs they will confirm. The comparison records each answer, anything still unclear, and every attempt we made — a home that never replies goes in marked unanswered, next to the contact route that failed, such as an email that bounced or a WhatsApp number that does not work. We cannot guarantee a reply. What you get is a clear account of what was confirmed, what is still open, and what came back with nothing.
Costs broken down, including the common extras
We ask every home on your shortlist to break the number down: monthly fee plus the extras that decide the real bill — consumables, tube feeding, physiotherapy, diapers, transport. This is where a quoted price and a first invoice usually part company. What we can give you is what they give us, so where a home will not itemise, we tell you that instead of filling the gap with an estimate of our own.
A written Care Options Report
A prepared PDF comparing your shortlist side by side, with our honest note on each home, the questions to ask, and what we would want to check before deciding.
Introductions and visit scheduling
We introduce you to each home and help arrange a visit, or a direct call between you and the manager, at a time that works for you - including from overseas.
One round of changes
If the shortlist is not right, tell us within 14 days and we will widen the area, adjust the budget, or rework the care level once.
What it costs
One flat fee for the whole case, set by where you are. There is no subscription and nothing recurring.
RM 480
Families in Malaysia
SGD 200
Families in Singapore
USD 150
Families elsewhere
Paid by card once we have accepted your case. If we do not think we can help you well, we will tell you and you pay nothing.
Why the three prices are not a straight conversion
Each price is set for its market rather than converted directly from RM. Overseas cases also require more coordination for families who cannot readily visit homes themselves.
On your card statement the charge reads LUMINATE* SENIORLIVING. Luminate Digital Group is the company behind Senior Living Malaysia - we mention it here because an unfamiliar name on a statement is unsettling, and people query charges they do not recognise.
How it works
- 1
Tell us about your situation
Fill in the matching form or reply to any email from us. Nothing is paid at this point.
- 2
We confirm we can help
We read it properly first. If we do not think we can find you good options — some areas genuinely have very few — we say so and you pay nothing.
- 3
You pay, then we start
We send a payment link once we have accepted the case. Card payment, receipt issued automatically.
- 4
You get the report
Within 3–5 working days of your payment clearing and us having the details we need. That is the written comparison in your hands - not a decision made or a place secured, which stay yours and move at your pace. If a home is slow to confirm, we tell you where things stand rather than going quiet.
What Priority is not
We would rather be blunt about this before you pay than have you assume something we cannot deliver.
We do not guarantee placement, a bed, or a price. Every final arrangement is between you and the care home.
We cannot make a home reply. Over 14 days we make up to three contact attempts per shortlisted home, by email and WhatsApp where available. A home may still not answer. The comparison records what each home confirmed, what remains unclear, and what we tried where there was no reply or a contact detail did not work. Silence is recorded, not filled with assumptions.
We are not immigration agents. We do not advise on, apply for, or facilitate MM2H or any visa. Use the official MM2H programme or a licensed agent for that.
We do not give medical advice. Whether a home can meet a clinical need is for you, the home, and your doctor to confirm.
We do not run the homes, own them, or speak for them.
How we are paid, in full
The Priority fee pays for the additional follow-up and the written comparison we do for you. It does not buy a confirmed place, price or response. Separately, some homes pay us a referral fee only if a family we introduce moves in — that fee is not added to your bill, it never changes your Priority fee, and it never changes which homes we put in front of you or the order we list them. We shortlist on fit, not on whether an operator pays us. If you would rather we excluded fee-paying homes from your shortlist entirely, say so and we will.
Choosing between Standard and Priority
That is completely fine, and nothing in the free service is held back to sell you this one. Our directory, guides and family decision pack remain free. Fill in the matching form and we will send a starting list, usually within 7–10 working days. If someone is being discharged from hospital, tell us and we will try to send an initial list sooner.
Standard gives you a shortlist of up to 5 homes, everything we already hold on each — rates, licensing, the care they take — a clear account of what we could not verify, and their direct contact details so you can approach them yourself. We also send one written enquiry to those homes and pass on any replies we receive.
Priority includes the same research and the same first enquiry. What it adds is the follow-up: where a home does not answer, we make up to 2 further written attempts — 3 attempts in total per home, over 14 days, by email and WhatsApp where usable details are available — and you get a written comparison of what each home confirmed, what is still unclear, which homes never answered and what we tried with each.
| Standard | Priority | |
|---|---|---|
| Personalised shortlist of up to 5 homes | Included | Included |
| The information we already hold on each home | Included | Included |
| Anything we could not verify, stated plainly | Included | Included |
| Their direct contact details | Included | Included |
| One written enquiry to each home, with any replies passed on | Included | Included |
| Further contact if a home does not reply | No further attempt included | Up to 2 further written attempts per home — 3 attempts in total over 14 days — by email and WhatsApp |
| Written comparison and record of what we tried | Not included | Included — what was confirmed, what is still unclear, which homes did not reply, and what we tried with each |
Both tiers ask the homes the same questions. Priority covers the further written attempts when a home does not reply, plus the comparison that records the results.
Standard shortlists are usually sent within 7–10 working days. Priority comparisons are sent within 3–5 working days once we have what we need, then added to as replies arrive across the 14 days.
The bottom line
Priority is most useful when time is tight, you are arranging care from overseas, or you want us to handle the follow-up. If we think the free route is enough for your situation, we will tell you before you pay.
Start with your situation
Tell us who needs care, where, and roughly what you can spend. We will reply within 1–2 working days and tell you whether Priority makes sense for you — or whether the free route will get you there just as well. That first reply is a response from us, not a finished shortlist.
Get matched →Or WhatsApp us on +65 8020 8991.