Tenant feedback inspires our staff

The tenant, Philip, said his Tenancy Manager, Cole, visited recently to carry out an annual inspection of his home.

“I have not been treated with such respect by state/social housing since I got my first state house thirty years ago. Cole’s manner is testament to a positive culture shift at Kāinga Ora”, Philip said.

The level of service and attention he felt he received was what stood out.

Central Auckland Tenant Philip at his Kāinga Ora home with his dog Caleb, a retired Greyhound

“Cole greeted me by name, introduced himself, complimented my home, and asked how I was going.  Cole then ordered jobs for a couple of things that needed fixing, one of which was carried out in less than 2 hours.

Philip, who uses a wheelchair, said Cole then offered to get the ivy cut back along his path because it was making it difficult for him to get to the clothesline.

“Cole said to me this work needs to be done and we’ll be getting it done, it’s the right thing to do”, Philip said.

Philip said he just couldn’t believe it and felt he had to let us know how it made him feel.

“I want to congratulate Kāinga Ora for putting the "social" back into social housing. I feel there is really a positive change happening. If I’ve experienced it, I’m sure other tenants have too”, he said.

We really appreciate this feedback especially as we continue working hard to ensure Kāinga Ora is a world class public housing provider.

Philip’s feedback has left Cole feeling very humbled.

“It really does send home the work we do and the real impact we can have in our customers lives – even if it is just the simple things”, Cole said.

Our Tenancy Managers across the country work closely with our customers and it’s always great to receive positive feedback about the work our staff do.