Department of Building and Housing Improvements to the way we provide our Service – and how you can help

1. Department of Building and Housing Improvements to the way we provide our Service – and how you can help

2. Improvements to Services • From 27 June, the Department of Building and Housing is testing a number of improvements to the way we provide services.  • Designed to • provide a faster dispute result for our clients and • have a higher percentage of disputes resolved at the first resolution attempt. • These improvements were highlighted in a review we conducted in 2010 that focused on how we can provide better, faster, smarter, more cost effective Residential Tenancy Services.

3. Improvements to Services – Processing your application • A single nationwide contact phone number 0800 TENANCY, so tenancy queries and requests get to the right place first time   • New quality assurance checks, so applications for dispute resolution are processed correctly the first time • Best fit resolution approach - based on your application type we will assess what is the best resolution type (mediation or tribunal) for each application. • Application types that are most often only resolved at tribunal will be scheduled directly to the tribunal hearing (unless requested otherwise by you on the application form). • You can request on the application form for an application to go to mediation or to go straight to the tenancy tribunal. (i.e. waive mediation)

4. Improvements to Services – Scheduling your application • National scheduling of applications will be performed by a centralised team for increased efficiency and consistency. • If you are making contact with us call 0800 TENANCY (0800 83 62 62) or email info@dbh.govt.nz rather than contacting a local office directly.

5. Improvements to Services - Mediations • Telephone mediations are scheduled across our national team of mediators which will mean you will receive a mediation faster (aiming for 6 days from when the application was complete). • We are improving our quality assurance practises by testing the recording of telephone based mediations in some locations.

6. Improvements to services - New ways to advise you of your mediation or hearing • Notification of scheduled appointments will be emailed to you • the day the application is scheduled for a mediation or tribunal hearing • 3 days prior to the appointment. • Notification of scheduled appointments are emailed with reminder texts sent to your tenants (including a reminder text sent the day of the appointment). Make sure you provide an up-to-date email and cellphone number for your tenant on your application • If your tenant does not attend a scheduled mediation the application will be referred for a Tribunal hearing that day. • If the applicant is not able to be reached at the time of a scheduled mediation the application may be withdrawn.  If the applicant missed the scheduled appointment still call us on 0800TENANCY as we will try to reach your tenant to mediate during the day.

7. Making an Application to the Tenancy Tribunal – What you need to know

8. Making an application -What you need to know • Take some time to make sure your application is complete • We have developed an information sheet to help you with this. • We will still check that your is application is complete and filled out accurately. • We used to do this just prior to scheduling the application, now we are checking the application when we receive it. • This will avoid delays for you further along the dispute resolution path and helps us decide the appropriate dispute resolution path.

9. Applications - What you can do to help • It is very important that copies of the following documents are provided: • Tenancy agreement. If there was no written tenancy agreement for the tenancy please note this on your application. • Any 14 days’ notice to remedy sent to the tenant (if applicable). • Summary of rent arrears (if applicable) Sufficient information should be provided to verify the amount of rent owing. This would include rent records setting out clearly weekly/fortnightly payments, including which of these payments were missed and the total amount of arrears outstanding.See our example of a template you can use at http://www.dbh.govt.nz/pub-new-tenancy#map7 • Any documents sent to the tenant advising them of the issue(s)

10. Applications - What you can do to help • If you are seeking compensation for damages you need to state on the application what the damages are that you are seeking. Then include: • a written list of the damages and the amounts sought • the total amount of compensation you are claiming along with copies of invoices where possible. The costs can be provided as a quote or estimation if the work has not been completed at the time of your application. Although the invoices for the work will need to be provided at your tribunal hearing

11. Applications - What you can do to help • If you are claiming water rates you need to state on the application the amount of water rates you are seeking. Then for a: • current tenancy, include a copy of the last water invoice (not a reminder notice) to claim water charges. • tenancy that has ended, include either a special water reading or the last water invoice with a manual final water reading so that the water charges can be calculated for the claim. • If applying for a disposal order, have need to provide a list of abandoned items. • Before you lodge your application, use our checklist on the information sheet to ensure your application is complete and accurate to avoid delays.

12. Address for Service Take care with the address for service: • This must be a physical address. • In addition, you can provide an email address, PO Box or fax number as an alternative address for service. • If you are applying within 2 months after the tenancy has ended, you can use the tenants address for service written on the tenancy agreement • If you are applying more than 2 months after the tenancy ended you cannot use the tenancy address written on the agreement • A new contact address must be provided in writing by the tenant to the landlord within the two months before the application date (although a physical address where the tenant is known to reside can be used, as can an agent that the tenant has authorised to receive service on their behalf).

13. We want your feedback • During the course of the pilot we are running a customer satisfaction survey. • Your feedback is encouraged and will help us understand how well these improvements are working for you. • Email us at info @ dbh.govt.nz

14. Our resources • Use our 0800 TENANCY (0800 836 2629) help line for advice • info@dbh.govt.nz to reach us by email • Subscribe to our landlord e-newsletter and our other free subscription services • Use our on-line property manager tool kit • Take one of our on-line Residential Tenancies Act quizzes • Use our downloadable information – all available at www.dbh.govt.nz