If you have a complaint you’d like us to sort out, a suggestion you’d like to make, or a story you’d like to share about a job well done, we want to hear from you.

Our complaints process

Whether you are a neighbour or other community member, your information could help us improve the way we do things.

Step 1: If you’re not happy with something, contact us and we’ll get back to you as quickly as possible.

Step 2: If you’re not happy with our response to your complaint, you can contact us again and ask us to have another look.

Step 3: If you’re still not happy with our decision, you can ask us to refer your complaint to the Office of the Complaints Commissioner for review. This is a new process we’ve introduced to give all our customers the option of an independent review of our decisions to make sure we arrived at the best possible outcome.

We will respond to your first complaint within 2 working days. If you are posting a letter, a response may take more time and it will be quicker to talk to us or use our online form. See our Contact us page for all our contact options.

What you can do to help

See if another party can help sort things out before you contact Kāinga Ora, for example

  • If you think someone is in physical danger, call police immediately on 111
  • If it’s noise related - you should need to call the noise control office at your local Council
  • If it’s about illegal activity - report it to the police
  • If you have problems with dogs, call Animal Control at your local Council or if you are concerned about a pet’s animal welfare or an abandoned pet, contact the nearest SPCA.

You can still contact us and let us know you’ve connected with other authorities so we are aware of the problem. If you’re unsure if what you have to say relates to Kāinga Ora or not, give us a call and someone will help you.

When you contact us, it's important to have your all your information ready – we’ll want to know things like:

  • Do you have a specific complaint or more general feedback
  • The nature of the problem you are experiencing as it relates to Kāinga Ora
  • Your name, address and contact details for any follow up
  • The address of any particular Kāinga Ora home if there is one in question
  • Any other relevant information you think may help us sort out the problem.

We will respond to your first complaint within 2 working days. If you are posting a letter, a response may take more time and it will be quicker to talk to us or use our online form. See our Contact us page for all our contact options.

By working together we can help more people live well in their homes.

Page updated: 1 October 2019