Wellbeing checks on our tenants

During the different Alert Level restrictions, we are calling or visiting our tenancy customers to check on their wellbeing, and have a chat about COVID-19 and how it may be impacting them.

If you are unwell please call our Customer Support Freephone on 0800 801 601 to let us know.

Moves into Kāinga Ora homes

Ministry of Social Development Housing Register

We are placing applicants on the Ministry of Social Development Housing Register into Kāinga Ora homes. All placements can be done over the phone or in person and in accordance to the guidelines set by Government.

Existing tenants moving homes

Existing tenants may need to move to another Kāinga Ora home for various reasons. If you need to move, please call us to talk about your situation, housing needs and what housing options you may have. Our team will be working to help place existing customers into new homes.

Moving home may be impacted by the different Alert Levels our country or regions are in. If you have any questions, please call us on 0800 801 601. All calls are free, including from a mobile phone.

Tenants guidelines when furniture movers are helping our tenants move in - available in

Supplier guidelines for furniture movers(external link)

Any questions, you can call us on 0800 801 601. Calls are free even if from a mobile phone.

Repairs and maintenance

Our maintenance contractors will continue to visit your home to carry out repairs. Before a contractor visits your home, please let us know if you or anyone in your household has been unwell. Our team will keep you updated on what repairs and maintenance can be completed during the different Alert Levels your region may be in.

Our contractors will call to make an appointment with you prior to visiting (unless they are considered emergency repairs). On arriving, and before they enter your home, they will check to ensure your situation has not changed. We will respond to all emergency repairs within four hours.

If you need to log a repair, please call our Customer Service Freephone 0800 801 601. We will work with you and our maintenance contractors to ensure the repair is fixed.

Keep safe from fraud and online scams

Scams and frauds exploiting the spread of COVID-19 have been noted overseas and are expected to be seen in New Zealand. They may arrive in the form of an email, text, phone call or through social media.

At this time, we are increasingly using text, email and phone to get in contact with you. Remember that Kāinga Ora will never ask you to pay rent or any money over the phone or via email or text. If we do contact you to discuss rent or payment options, we will only discuss how much is owing on the account, understand what has happened, and talk through and agree a payment plan.

If you are contacted by someone claiming to be from Kāinga Ora and they ask for your personal bank account information, or you have received an email from Kāinga Ora with a link or request for money, call our Customer Support Centre immediately on 0800 801 601.

For more information on what to watch out for and where to report scams, visit the following websites:

COVID-19 Investment scams: Financial Markets Authority(external link)

COVID-19 Phishing and cyber scams: CERT(external link)

General COVID-19 Scam information: CFFC(external link)

Page updated: 28 September 2020