FAQs

How do I join Arvida Good Friends?

There are several ways to become a member of Arvida Good Friends:

1. Call us on 0800 20 41 20 and press the option to speak to a Living Well Advisor. Our friendly team can answer any queries you may have, talk you through the process and get you all signed up over the phone.
2. Online – click on the plan that suits you and sign up online. One of our Living Well Advisors will call you to introduce themselves and welcome you to Arvida Good Friends.
3. Visit us at a Living Well Centre near you. Come in and visit us, take a tour around and sign-up on the spot.

Or you can send an email - we're happy to help you. 

Activating your Arvida Good Friends account

Activating and accessing your Arvida Good Friends account

When you are added as a Member or Authorised Representative on Arvida Good Friends, you will receive an email inviting you to activate your account.

To activate your account:

1. Open the email from Arvida Good Friends with the subject line "You're invited to activate your Arvida Good Friends account"
2. Press the "Activate your account" button in the email
3. Enter a password of your choice and press submit

I did not receive an account invitation

If you are a Member or Authorised Representative and have not received an invitation to activate your account, please talk to your Living Well Advisor or call 0800 204 120.

The invitation has expired

You can receive a new invitation email by calling 0800 204 120 and we will email you a new activation link.

Need Help?

Call one of our friendly Living Well Advisors 0800 204 120 or use the Chat button at the bottom of the screen.

How do I access my statements and invoices?

If you provide us with an email address, your invoices will be emailed out to you weekly. You can also access them by logging into the Arvida Good Friends app and following these instructions:

To view your statements:

• Tap in Statements
  
• Tap on the statement you would like to view
• If you would like to see further detail on an individual line-item, you can tap on the item to view the invoice

Need Help?

Call one of our friendly Living Well Advisors on 0800 20 4 120.

Why have I received an invitation to Arvida Good Friends?

You will receive an email inviting you to activate your account when you have been added to a Member’s profile.

Either you or someone you know has just become a Member of Arvida Good Friends. This activates an email notification to be automatically sent.

Arvida Good Friends offers care and help services in the home. We combine skilled and caring Helpers with easy to use technology to offer our Members and their Authorised Representatives more choice and more control. It’s a simple solution that allows our Members to be cared for and live happily in their home.

Need help or have queries?

Call one of our friendly Living Well Advisors 0800 204 120 or use the Chat button at the bottom of the screen.

How do I access my account?

How do I access my account?

How to access your account, reset your password and share your account with family and trusted friends.

I already have an account

When you are added as a Member or Authorised Representative on Arvida Good Friends, you will receive an email inviting you to activate your account. You can sign into your account at app.goodfriends.co.nz

I did not receive an account invitation

If you are a Member or Authorised Representative and have not received an invitation to activate your account, please talk to one of our Living Well Advisors by calling us on 0800 204 120 or tap on the Chat icon in the bottom of the screen.

My Invitation has expired

You can receive a new invitation email by speaking to one of our Living Well Advisors who will be able to send you a new activation link.

I’ve forgotten my password

If you have forgotten your password, you can reset it by going to the Forgotten Password link and entering the email you signed up to Arvida Good Friends.

Sometimes the reset email gets caught in spam, so be sure to check your spam folder if you cant see it in your email inbox.

If you are still having problems, please call one of our friendly Living Well Advisors on 0800 204 120.

I am a family or friend of a Member, and would like access

To view a Member’s account you need to be approved by an Authorised Representative. You can ask them to contact their Care Manager to have you approved and added to the Member’s account.

It’s important that you don’t give out your password for Good Friends to other people.

Need Help?

Call one of our friendly Living Well Advisors 0800 204 120 or use the Chat button at the bottom of the screen.

How do I pay for membership?

Our memberships are charged weekly in arrears. That means you pay the following week for your chosen services. You can pay for yourself or your loved one in one of two ways:

1. Bank account number – we will set up a direct debit on your behalf through our payment pathway, Ezidebit. You don’t have to do anything else, this will automatically come out of your account every week.
2. Credit card – if you choose to pay with a credit card, you will be charged a credit charge of 2.2% (minimum of 70c)

There is a failed payment fee of $11.50 for missed payments. If you get a notification about this, please call us on 0800 20 41 20.

Can I put my membership on hold?

In certain circumstances, you can put your membership on hold after the first 6 week minimum period. Membership holds are for a minimum of two weeks and a maximum of twelve weeks. After this agreed time, your membership is reinstated. If you are on hold and then wanting to cancel, the standard two week notice period still applies and you will be charged for two further weeks before your membership ends.

Please call our Living Well Advisors on 0800 20 41 20 and they will be able to help.

What should I do to cancel my membership?

We will be sorry to see you go. You can also put your membership on hold for 2-12 weeks if that helps.

Friendships take some time to get established, so we have a minimum 6 week membership period in our terms and conditions.

• Once you have been a member with us for 6 weeks, you can end your membership with 14 days verbal or written notice to us. 
• If you cancel before the completion of the minimum 6 week period, you will be charged for the whole 6 weeks.

Help @ Home and Care @ Home

In fairness to your helper(s), you will also pay for any home services already scheduled during your two week notice period.

Please call our Living Well Advisors on 0800 20 41 20 and they can help you make it all happen smoothly. 

Can I choose my Helpers with Arvida Good Friends?

Yes. As part of designing a Help Plan, you can determine the attributes of your ideal Helper. You may even know someone who you would like to be your Helper. Talk to your Living Well Advisor who will help you to find the best match for you.  Our goal is to match you with people who you enjoy and look forward to seeing.

How can I share a schedule with family or trusted friends?

How can I share a schedule with family or trusted friends?

To view a Members account you need to be approved by the Authorised Representative of a Member. An Authorised Representative can contact the Living Well Advisor to have other people approved and added to the Member’s account.

What information can be seen?

Family and friends who are approved to access a Member’s account can see who is coming and when. They can view the help schedule up to two weeks in advance. Only Authorised Representatives can see contact details and communicate with Helpers and Care Managers directly.

Need Help?

Call 0800 2041 20 or use the chat button at the bottom of the screen.

How do I get my Helpers or Care Managers contact details?

How to find your care teams phone numbers

The best way to get the phone number of a Helper or a [email protected] Lead is by logging into your Arvida Good Friends account or app, and clicking on the People tab. Here you will see your Care Team and can view their profiles, their email addresses and contact numbers. Alternatively, you can call 0800 2041 20.

Only Authorised Representatives and Members can contact Helpers and [email protected] Leads directly. Contact details are only visible to them.

You can access your care teams details through the Arvida Good Friends app or through your browser.

Scroll through the schedule until you find the visit with the Helper you would like to contact. Tap on the visit and then tap View Details.

The contact name, photo, and phone number will be visible under the Contacts label. Tap the phone icon to call the contact (or alternatively on an iPhone press and hold the phone icon to bring up the extend menu to send a text message)

How do I know the visit is taking place?

You can view an in-progress visit on the Arvida Good Friends iPhone app.

The Arvida Good Friends app shows you when a visit is taking place. You will be able to tell when a visit is taking place by looking for the green Checked-In icon pictured below.

Need Help?

Call one of our friendly Living Well Advisors on 0800 204 120 or use the Chat button at the bottom of the screen.

How do I report an issue and get support?

Arvida Good Friends contact details to help with service issues and technical support.

I'm having a technical issue with the website or app, who do I contact?

We are here to help you with any issues you're having with our service. To enable us to solve your issue, please gather as much information as you can. Don't worry if you don't know all of these details. Anything you can tell us will help.

1. The device you are using (Mobile, Desktop)
2. The operating system (Windows, Mac, Android, iOS)
3. The browser you are using (e.g. Chrome, Safari, Internet Explorer, Edge)
4. The page, URL or screen you experienced the issue
5. A description of how the issue occurred (What you did and saw)
6. If possible, take a screenshot of the issue and send it to us
7. The quickest way to contact the technical support team is by one of the following:
8. Use the chat button at the bottom of the screen.
9. Calling us on 0800 204 120.

I'm having an issue with the service provided (non-technical), who do I contact?

If you are a Member or an Authorised Representative of Arvida Good Friends, the best person to contact is your [email protected] Lead. If you are having trouble contacting them or have any other issues, please get reach out to one of our friendly, Living Well Advisors on 0800 204 120 or use the Chat button at the bottom of the screen.

​How do I see my Help Plan?

Or, how do I see my loved one's Help Plan?

We have a philosophy that you should only tell us your story once. Your story, goals, and, expectations are captured in a living document known as your Help Plan. It should outline what we are doing for you, and what we are doing with you, as well as anything we need to be aware of to deliver great outcomes for you.

To see your Help Plan with the App:

1. Go to the People tab
2. Go to your or your loved one’s name
3. Go to Help Plan

Common Questions about the Help Plan

How do I change my Help Plan?

Your Care Manager can update your Help Plan at your request.

We encourage you to be a part of writing your Help Plan. The best Help Plans are the ones you help write.

Who can see my Help Plan?

Your Care Team, your Helpers, and your Authorised Representative can see your Help Plan.

Helpers who are no longer matched to you will not be able to see your Help Plan. Billing recipients and emergency contacts will never be able to see your Help Plan.

How do I know the last time the Help Plan was updated?

The Help Plan in the App is always the most update. If you scroll to the bottom of the Help Plan there is timestamp that indicates the last time the Help Plan was updated.

I don't use a smartphone. Is there another way I can get the Help Plan?

Yes, you can request a PDF copy of the Help Plan that can be printed out. Please talk to your [email protected] Lead. 

How do we match Helpers and Members?

An outline of the process and care we take in finding the right people

We understand that matching the right Helper to the right Member can make all the difference. Relationships are as important as the support provided.

What ‘you’ want comes first

The first step to finding the right Helper is asking the person that needs help, and their family, what they want. We’ll give you our recommendations on Helpers, but at the end of the day, it’s your choice as to who you invite into your home. You must be comfortable with the Helper you have chosen.

Verified qualifications & experience

It’s important that the Helper providing the support has the training, skills and confidence needed. Through our application process, all applicants must provide detail on their background, qualifications and experience. Good Friends verifies the information provided, talks to referees and reviews all background checks.

Personality & interests

Outcomes are better when there is common ground to build a relationship. During the onboarding process, Arvida Good Friends records personality attributes that allows us to better help you find the right Helper for you. This includes likes, interests and hobbies.

Locals

We try to find Helpers located in or close to your neighbourhood. This allows the Helper to spend less time travelling but also have the local area and community knowledge.

Consistency

Building trusted relationships are important, especially when it comes to care. We take time to ensure the same Helper week-on-week will be able to help you.

How is Arvida Good Friends different?

Arvida Good Friends is a private home help service uses skilled and caring Helpers enabled by technology to make  organising home help simple, easy, and efficient. 

We understand that home help and care often involves friends, family, and other loved ones. Our simple to use App lets everyone know who is in your home, when, and what services are scheduled. You have choice and control over who can be involved in helping you in your own home, what they do and when they come. 

If you would like more information or assistance, call us on 0800 204 120. We will give you all the information you need to make an informed decision that is right for you and your family.

What do I do if I want to change a visit?

Changing your Schedule and Help Plan

How do I cancel or change a visit?

For visit cancellations please contact your Helper directly first. If you don't have their phone number, this is accessible in our app by selecting the visit. The Helper will then inform your [email protected] Lead. 

How do I extend a visit?

If you would like to extend your visit, please notify your Helper as soon as possible. If your Helper is available to extend the visit, they will let you know. Your Helper will inform your [email protected] Lead (and you may also be asked to confirm the visit extension by your [email protected] Lead).

We understand emergencies do arise and we like to be responsive to your care needs. Please try and give your Helpers as much notice as possible before making changes.

If you would like to make permanent changes to your schedule, please contact your [email protected] Lead. 

Need Help?

Call one of our friendly, Living Well Advisors on 0800 204 120 or use the Chat button at the bottom of the screen.

What does the weekly subscription for home/care at home cover?

The membership subscription fee ensures that you have no extras and no hidden costs. It covers:

• Assessments and help plans - each is done individually and there are no charges for changes along the way
• Lookout license fee
• App for you and your authorised representative
• Matching you with a consistent helper and a back-up team
• Ongoing clinical oversight and monitoring,
• Liaison with you and your authorised representative
• Travel time for your helper, so you only pay for time in your home
• Half an hour free service per week - per membership
• Memberships discounts at your Living Well Centre
• Monthly check in call from a Living Well Advisor 
• Access to the 0800 line for help during business hours. 

How do I download the Arvida Good Friends app?

Get the Arvida Good Friends App on your Smart Phone (iPhone or Android)

The Arvida Good Friends app is available on the Apple App Store and the Google Play Store. You can also access your account via a web browser.

Installing the app

Follow the relevant link above on your Smart Phone OR:

For iPhone users:

Go to the Apple App Store

1. Find and open the App Store app on your iPhone
2. Press on Search in the tab bar at the bottom of the screen
3. Type in "Good Friends" in the search input
4. Press the Get button next to the Good Friends app listing to download the app
5. Once the download is complete, the Arvida Good Friends app will appear on your iPhone home screen

For Android users:

Go to the Play Store

• Find and open the Play Store app on your Android Smart Phone
• Tab the Google Play Search bar at the top of the page
• Type in "Good Friends" in the search input
• Tab on the Good Friends app listing and tap Install
• Once the download is complete, the Good Friends app will appear on your home screen

You will need to have received an activation email and have activated your account by talking to a Good Friends Advisor before you can sign into the App. If you don't have an iPhone, you can still access your account via a web browser.

Need Help?

Call one of our friendly Living Well Advisors 0800 204 120 or use the Chat button at the bottom of the screen.

How do I secure my device?

How to secure a device to protect the privacy of Members and Helpers.

To protect the privacy of our Members and Helpers, it's important that all devices that have access to a Arvida Good Friends account are secured with a password or passcode. Devices should also lock automatically within 15 minutes of inactivity or when they are put to sleep.

iPhones and iOS devices

Setting a passcode

1. Go to Settings > Touch ID & Passcode. On devices without Touch ID, go to Settings > Passcode:
2. Tap Turn Passcode On.
3. Enter a six-digit passcode. Or tap Passcode Options to switch to a four-digit numeric code, a custom numeric code, or a custom alphanumeric code.
4. Enter your passcode again to confirm it and activate it.

Setting your iOS device to lock automatically

1. Go to Settings > Display & Brightness > Auto-Lock.
2. Set the amount of inactivity that will turn off and lock your screen

Android Devices

Note: Some Android devices vary in functionality. Please refer to the instructions for your particular model and operating systems for exact details on how to secure your device.

Setting a passcode

1. Open your device's Settings app.
2. Under Personal, tap Security.
3. To change your screen lock's settings, next to Screen lock, tap Settings.
4. To choose a kind of screen lock (PIN, pattern, or password are required by Good Friends). Tap the screen lock option you’d like to use and follow the on-screen instructions.

Screen lock options

• Pattern lets you draw a simple pattern with your finger to unlock your device.
• PIN requires 4 or more numbers. Longer PINs tend to be more secure.
• Password requires 4 or more letters or numbers. This is the most secure option, as long as you create a strong password.

Setting your Android device to lock automatically

1. Open your device's Settings app.
2. Choose Display and then Sleep.
3. Choose a time-out value from the Sleep menu of no more than 15 minutes.
4. Touch the Home button to return to the Home screen.

Windows Desktop

Note: Depending on the version and setup of your Windows desktop, these steps may vary. Please refer to the instructions for your particular setup and operating systems for exact details on how to secure your desktop.

Setting a password

Windows 7

1. From the Start menu, select Control Panel.
2. Select User Accounts and Family Services
3. Underneath the User Accounts, heading select the option Change your Windows password
4. In the New password and Confirm new password fields, enter the new password.
5. Optionally, enter a password hint in the last field.
6. Click Add or Change password.

Setting your Window 7 desktop to lock automatically

1. Select Start.
2. Select Control Panel.
3. Select Appearance and Personalisation.
4. Select Change Screen Saver under Personalise.
5. Select On resume, display logon screen
6. Set Wait to no more than 15 minutes.

Windows 8

1. Bring up the Charms menu (You can fetch the Charms bar by pointing your mouse at the screen’s top- or bottom-right corner, sliding a finger inward from a touchscreen’s right edge, or pressing Windows+C with a keyboard.)
2. Select Settings
3. Select Change PC settings
4. Select Accounts from the left-hand menu.
5. Select Sign-in options
6. Under the Password section, click Add or Change

Setting your Window 8 desktop to lock automatically

1. Bring up the Charms menu (You can fetch the Charms bar by pointing your mouse at the screen’s top- or bottom-right corner, sliding a finger inward from a touchscreen’s right edge, or pressing Windows+C with a keyboard).
2. Select Power Options > Require password on wakeup.
3. In the section named Password protection on wakeup, make sure Require a password is selected.

Windows 10

1. Open the Start Menu
2. Select Settings.
3. Select Accounts.
4. Select Sign-in options.
5. Select Change/Add under the heading Password and add your password.
6. In the Sign-in options area and Change the "Require sign-in" field from "Never" to "When PC wakes up from sleep".

Mac Desktop

Setting a password

1. Click on the menu in the top left
2. Choose System Preferences, then click Users & Groups.
3. Select your username from the list of users.
4. Click the Change Password button, then follow the onscreen instructions. If you're using a password hint, remember to update the hint for your new password.

Setting your mac to lock after 15mins

1. Click on the apple icon in the top left menu
2. Select System Preferences
3. Within the Energy Saver System Preference, set the screensaver to come on after 15 minutes of inactivity.
4. Within the Security & Privacy System Preference, click on the General tab and set the option to require a password immediately after sleep or screen saver begins.

For more details see this Apple Support Article.

Keeping your app up to date (Android)

Learn how to ensure your app is up to date and running the latest version of the Arvida Good Friends app (for Android users).

Setting your app to auto-update

As a Member or Helper with Arvida Good Friends, it's important that you are on the most up to date version of our app. We release amazing features for our software on a regular basis that you wouldn't want to miss out on. Luckily there's an easy way to ensure this by checking that you've allowed automatic updates of the Arvida Good Friends app. This means that when a new update has been released, your device will automatically install it for you. Instructions:

1. Open the Play Store app.
2. Tap on the menu icon (it has 3 horizontal lines stacked vertically) in the top left corner.
3. Select "My apps & games" from the menu.
4. Navigate to the "Installed" tab, find Arvida Good Friends in the list, and tap on it.
5. Now select the More icon (3 dots stacked vertically) in the top right corner.
6. A dropdown will appear. Make sure "Enable auto-updates" is checked on.

How to ensure auto-updates don't use your mobile data

If you're worried about auto-updates using your mobile data, never fear, there are options you can set so it only updates when you're connected to Wi-Fi instead of eating into your data allowance.

Instructions:

1. Open the Play Store app.
2. Tap on the menu icon (it has 3 horizontal lines stacked vertically) in the top left corner.
3. Select "Settings" from the menu.
4. Select "Auto-update apps" from the settings menu.
5. Now select "Over Wi-Fi only" and press "Done."
6. Now your phone will only download updates when you're connected to Wi-Fi.

Manually updating the app

If for whatever reason you'd prefer to manually update the Good Friends app, you can do so by following these instructions:

Instructions:

1. Open the Play Store app.
2. Tap on the menu icon (it has 3 horizontal lines stacked vertically) in the top left corner.
3. Select "My apps & games" from the menu.
4. On the Updates tab, scroll through the list of apps under Updates Pending. If the Arvida Good Friends app has an update you haven't yet installed, it will appear in this list.
5. Tap "Update" next to the Good Friends app or select "Update all".

Keeping your app up to date (iOS/Apple)

Learn how to ensure your app is up to date and running the latest version of the Arvida Good Friends app (for Apple users).

Setting your app to auto-update

As a Member or Helper with Arvida Good Friends, it's important that you are on the most up to date version of our app. We release amazing features for our software on a regular basis that you wouldn't want to miss out on. Luckily there's an easy way to ensure this by checking that you've allowed automatic downloads of app updates in your device settings. This means that when a new update has been released, your device will automatically install it for you.

Instructions:

1.Open the Settings app.

2.Select "iTunes & App Store" from the settings menu.

3.Make sure that "App Updates" is turned On.

How to ensure auto-updates don't use your mobile data

If you're worried about auto updates using your mobile data, there are settings you can apply so updates only occur when you're connected to Wi-Fi.

Under the "Mobile Data" section, if you switch Automatic Downloads to off, then downloads won’t use your mobile data. Downloads will only occur when you're connected to Wi-Fi.

Manually updating the app

If for whatever reason you'd prefer to manually update the Good Friends app, you can do so by following these instructions:

1. Open the App Store app.
2. Tap your profile icon at the top right-hand side of the screen.
3. Scroll down to see Available Updates. If the Arvida Good Friends app has an update you haven't yet installed, it will appear in this list.
4. Tap "Update" next to the Good Friends app or select "Update All".

Push notifications and how to enable them (Android)

Get useful alerts and reminders on your device with push notifications.

What are push notifications?

A push notification is simply a message that pops up on your mobile device. By allowing push notifications, this mean Arvida Good Friends can alert and direct you to important information without you having to open our app and check for yourself.

Push notifications can help out with a lot of things; for example, we can notify you when a visit is due to begin, remind you to check-out, and even alert you about new opportunities to get more work.

How to enable push notifications (Android)

Push notifications are typically automatically enabled on Android devices, meaning you have probably received them already. If you're not receiving any, it could be for the following reasons...

Check that you have notifications turned on in the Arvida Good Friends app notification settings

First things first, you need to check if you've got notifications turned on in the Good Friends app.

1. Open the Arvida Good Friends app and navigate to the Notifications tab (bottom right).
2. Tap the button labelled "Settings."
3. Turn "Push" on for the notifications you'd like to receive that way. You can also opt for an email if that is your preference.

Push notifications and how to enable them (iOS/Apple)

Get useful alerts and reminders on your device with push notifications.

What are push notifications?

A push notification is simply a message that pops up on your mobile device. By allowing push notifications, this mean Arvida Good Friends can alert and direct you to important information without you having to open our app and check for yourself.

Push notifications can help out with a lot of things; for example, we can notify you when a visit is due to begin, remind you to check-out, and even alert you about new opportunities to get more work.

Check that you have notifications turned on

First things first, you need to check that you have notifications turned on in the Good Friends app, notification settings. To ensure you receive push notifications, you need to:

1. Open the Arvida Good Friends app
2. Go to the notifications tab (bottom right-hand corner) and select the button labeled "Settings".
3. Make sure you have push turned on for the notifications you'd like to receive that way. You can also opt to choose email notifications if that is your preference.

Note: if you see a panel saying "Push notifications are switched off", then please scroll further down to learn how to enable them.

How do I book a class/activity/event at the Living Well Centre?

Find out what's on in Christchurch to stay up to date with our most recent activities schedule as well as special events/presentations that we have on every month.

You are more than welcome to call us on 0800 20 41 20 to book your spot for one of our classes.

You can also book directly through our website by clicking on 'book now for this class' under any of the class descriptions. This will then take you directly to our booking site, which looks like this:

Click on 'Book activities and events online' which will take you to this page:

Once you have selected which class you would like to book by clicking on 'Book a class', you will be taken to this page which allows you to choose the date and time of the class you would like to attend:

(Please note, only available classes will show up. If the class has reached capacity, you will not be able to book for this - please try for another day/time).

After clicking on the available time, you will be asked to fill out your details:

Ensure you complete the name and contact number field in case we need to contact you before/after class.

Once you've clicked 'Confirmed booking' you will be taken to a page which confirms your class:

You do not need to bring confirmation with you when you attend, but please ensure you bring your membership cards (if applicable).

Living Well members and non-members can pay their class fees on arrival by either cash or EFTPOS. Please ensure you arrive at least 10 minutes before class to do this.