At Kāinga Ora we care about the wellbeing of you, our customer.

Keeping you safe

  • You can be sure that any Kāinga Ora staff member or contractor who comes into your home has been vaccinated.
  • They will ask you screening questions before they make a time to visit and before they enter your home.
  • If you are isolating at home, we will still carry out any maintenance or repairs to your home that are essential. If these are needed, the contractor will be wearing personal protective equipment (PPE) and they may ask you to wait in another room or outside while the repairs are done.
  • You are entitled to support whether you are vaccinated against COVID-19 or not. You do not need to show your vaccination status to us or any other agency that is providing you with support services.    

COVID-19 vaccinations

Everyone in New Zealand aged 12 years and over can book their free COVID-19 vaccination now. It doesn’t matter what your visa or citizenship status is. For more information visit the:

Protect yourself, your whānau, and your community

Are you prepared if you get COVID-19?

We want to make sure you are prepared in case you, or your whānau, test positive for COVID-19 and need to isolate at home.

If you get COVID-19 it is likely you will have a mild to moderate illness, especially if you are fully vaccinated. You, and everyone you live with, will need to isolate by staying at home.

It will be easier to do this if you are prepared.

Make a plan

Use the following plan or download the COVID-19 checklist(external link)

Make sure you have:

  • supplies of food, water and other essentials
  • basic medical supplies like a thermometer and pain relief
  • a supply of your regular medications
  • face masks, hand sanitiser and gloves
  • emergency contact list with important phone numbers – including your GP
  • household instructions if you must go into managed isolation or hospital - feeding pets, paying bills and watering plants.

Plan for:

  • someone who can help with contactless drop-offs of food or supplies
  • what happens with children or shared custody arrangements
  • work or study from home
  • minimising the spread to household members who are not well
  • what happens with any in-home carers
  • activities to keep you entertained. 

Get extra support if you have COVID-19(external link)

Reach out to friends and whānau:

  • Stay connected — arrange regular catch-ups with your whānau, friends and community. If you are isolating, make sure these are online or by phone.
  • Support your friends, whānau and workmates to make their own plans to get ready.
  • Find out what your community is doing - is there a group making meals to freeze, sharing planning tips or just staying in the know?

Know and share your plans:

  • Kōrero together – ensure everyone in your house, (including the kids) knows what will happen if you need to isolate.
  • Share plans with those supporting and helping you (or who you are supporting).
  • Use a sign or QR poster on your fence or front door so visitors know your household is isolating.

Download the self-isolating poster(external link)

Note: Information about vaccinations and preparing for COVID-19 is from the Ministry of Health.

Are you isolating from COVID-19?

  • If you test positive for COVID-19 you will be contacted by local health professionals to discuss your situation.
  • If you are feeling nervous or unsure about what the next few weeks will look like, it is totally normal.
  • As a Kāinga Ora customer it is important that you tell us that you are isolating. We are one of a few organisations who will support you. We are working with other organisations in your community as part of a Care Coordination Hub to ensure you get the support you need.
  • While you are isolating, we want to support you or refer you on to agencies who can help. You can be sure that we will keep that information private and not disclose it to your neighbours.
  • If you are unable to access food and essential items, call the COVID welfare phone line on 0800 512 337. It’s open seven days a week.
  • You will have a dedicated contact person from your local Care Coordination Hub who will check in with you and make sure that you and your whānau are safe. This contact person will make regular welfare calls and connect you to services that you may require.
  • You are entitled to support whether you are COVID-19 vaccinated or not. You do not have to tell us, whether you are vaccinated or not.
  • If you need to move into Supported Isolation Quarantine (SIQ) facility, you can be sure this will not affect your tenancy agreement with us. Your home will be waiting for you when your isolation is complete.
  • If someone in your complex is self-isolating, we will not tell you who it is – they are entitled to privacy about their health - but we will ask you to be extra vigilant.

What to expect when self-isolating at home(external link)

The traffic light system

Your health and wellbeing remains our priority. We have put measures in place under the traffic light system (the COVID-19 Protection Framework) to help protect you and your whānau, and our people and contractors, from COVID-19.

Health and safety measures, including mask-wearing, using the COVID-19 Tracer app and physical distancing, will be in place for all home visits and while visiting our our offices, at all traffic light levels.

What the new traffic light system means for you:


  • Visits to your home will only take place with your agreement.
  • Housing support managers can visit your home, if the appointment can’t happen remotely. Visits will preferably be outside.
  • If you are unwell or awaiting a COVID-19 test result, your housing support manager will arrange to visit you at another time.
  • Inspections of your property can occur. You will need to be in a different room while inspections are carried out or, if this isn't possible, you should physically distance and wear a mask.
  • You can visit our offices without an appointment, but the number of visitors will be limited at a time.
  • Sign-ups for new homes will be preferably undertaken outdoors or remotely where possible, or at our offices, with health and safety measures in place. Customers being placed in new homes who want to view them should do so alone or with appropriate physical distancing, masks and ventilation.

Carrying out maintenance in your home:

  • Maintenance work will be undertaken if you agree to it.
  • All repairs can be completed.
  • You may be asked to be in a different room while maintenance or repair work is carried out. If this isn’t possible, you will be asked to wear a face covering and stay at least two metres away.

If you are COVID-19 positive, a close contact of someone who is COVID-19 positive or self-isolating, only essential repairs where a customer’s immediate health could be affected can be completed (eg if there is no power, water or heating).

Page updated: 14 April 2022