Covid-19: information for our tenants and their whānau
The Prime Minister has announced to all New Zealanders that the Covid 19 alert level will move to Level 4 at 11.59pm on Wednesday 25 March 2020. While New Zealand is at Level 4, only essential services will be provided during this time. Level 4 is expected to remain in place for at least 4 weeks.
If you want general information on Covid-19 and not medical advice you can contact the government helpline on 0800 779 997 between 8am to 1am seven days a week or visit https://covid19.govt.nz/(external link).
The Ministry of Health’s website(external link) also has information in several languages other than English including Te Reo Māori, Fijian, Samoan and Tongan: https://www.health.govt.nz/our-work/diseases-and-conditions/covid-19-novel-coronavirus/covid-19-information-other-languages(external link)
You should first call HealthLine on 0800 358 5453, your doctor or other healthcare provider if you are feeling unwell and want medical advice. Healthline is currently very busy so please be patient.
We are here to help
Rent freeze for all tenants
As part of COVID-19 measures, the Government has put in place some amendments to the Residential Tenancies Act. This includes the freezing of all residential rent increases for 6 months, effective from 25 March 2020.
Approximately 6000 of our customers would have received a rent increase letter from us in recent weeks that is due to take effect from 25 March 2020 and beyond. We are working through resolving the required changes to the account and will be in touch with those impacted, in writing or by phone as soon as possible.
Even though our Kāinga Ora offices are now closed, we are still open for business and we are here to help you.
You can call our Customer Service Freephone: 0800 801 601 to speak to us. There is other information about how to get in touch in Contact Us section of our website.
We know this can be a difficult time. If you need to talk to anyone about how you’re feeling, there is help available through the National Telehealth Service. Call or text for free to 1737 or visit: https://www.1737.org.nz/(external link)
Visiting your home
We will continue to resolve all urgent repairs that are needed to your home. If we have a repairs visit organised with you and you or someone in your home is unwell, been diagnosed with COVID-19 or is experiencing any symptoms, please let us know before we arrive on 0800 801 601.
Our contractors will call to make an appointment with you prior to visiting (unless they are considered emergency repairs) and will re-check with you to ensure your situation has not changed. Emergency repairs will be responded to in four hours.
All non-urgent repairs will be put on hold. We will resolve non-urgent repairs when the Government changes the alert level for your region to either a 1 or a 2. If your non-urgent repair becomes critical during the Alert Level 4 period, please let us know and we will arrange to resolve. If you have any questions about this, please call our Customer Service Freephone.
If you've been affected by COVID-19 Work and Income may be able to provide financial support.
To find out what help may be available you can visit the Ministry of Social Development(external link) website and please let us know your circumstances.
Look after yourself and others
There are some simple steps to help stop the spread of COVID-19.
- Follow the Government instructions and self-isolate
- Avoid close contact with people with cold or flu-like illnesses.
- Cover coughs and sneezes with disposable tissues or clothing.
- Stay home if you're unwell.
- Wash hands for at least 20 seconds with water and soap and dry them thoroughly:
- before eating or handling food
- after using the toilet
- after coughing, sneezing, blowing your nose or wiping children’s noses
- after caring for sick people.
Please remember to be kind, be patient, and to look after one another.
He waka eke noa
We are all in this together
Page updated: 26 March 2020