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Housing New Zealand New Role and Customer Journey

Housing New Zealand New Role and Customer Journey National Refugee Resettlement Forum 10 July 2014 Karen Hocking – National Manager Tenancy Support Services Julia Campbell – Area Manager. Social Housing Reform.

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Housing New Zealand New Role and Customer Journey

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  1. Housing New Zealand New Role and Customer Journey National Refugee Resettlement Forum 10 July 2014 Karen Hocking – National Manager Tenancy Support Services Julia Campbell – Area Manager

  2. Social Housing Reform Independent review of the sector in 2010 Budget 2011: Social Housing Unit set up reviewable tenancies introduced for some tenants Budget 2013 initiatives: moving housing needs assessments to MSD (14 April 2014) extending income-related rent subsidies (IRRS) to community housing providers (from 14 April 2014) introduction of new social housing legislation (November 2013)

  3. HNZC’s role from 14 April 2014 • Continue to be a major housing provider (landlord) • Strong relationships with MSD • Contributing to building community housing sector • Undertake major developments and redevelopments • Mixed tenure including social housing • Opportunities with other providers • Warrant of Fitness for homes 3

  4. HNZ - Customer • Customer presents to MSD and completes a housing needs assessment • If eligible the customer is confirmed to the MSD waitlist by priority (no change in previous criteria) • HNZ’s interaction with the customer begins once we have a property for offer • Property vacated and Maintenance work completed • New acquisition/build

  5. Customer Journey • Based on the priority of the customer’s housing need and the location of the vacant property a list is produced of eligible customers • The customer with the highest priority is then matched against the property

  6. Customer journey continued • HNZ makes offer to customer • The customer is given the opportunity to view the property • The customer decides whether they will accept or decline this property offer • If accepted arrangements are made for bond/rent advances and signing of the customer to the tenancy.

  7. HNZ and Tenant Interaction Ongoing interaction points with customer who is now the tenant • Within first six weeks the HNZ Tenancy Manager does initial “welcome” visit - covers maintenance requests and provides opportunity to connect Tenancy Manager with tenant for ongoing relationship • Annual inspections – checking for maintenance/property related issues • Adhoc tenancy visits for various tenancy matters (e.g. maintenance issues, complaints, anti-social behaviour, rent payments)

  8. HNZ – Vacation of tenancy • The tenant must provide 21 days written notice to leave their tenancy • The Tenancy Manager will visit property for pre-vacation inspection and discuss obligations on vacation of tenancy • On the final day of the tenancy the tenant returns the keys to the Tenancy Manager • The tenancy is now ended

  9. HNZ – Refugee customer Current Refugee customer journey • Refugee intake arrives at Mangere resettlement centre • MSD complete the Housing needs assessment • HNZ allocates vacant properties where possible • HNZ staff meet on site at Mangere to sign up new tenants • HNZ regional staff work with Red Cross to ensure access to the home prior to the customer leaving Mangere

  10. HNZ Decent Home Standards Statutory Obligations • HNZ is required to provision and maintain its dwellings to the standards set by legislation • Key legislation • Housing Improvement Regulations 1947 (Provisioning) • Residential Tenancies Act 1986 (Condition) • The Building Act 2004 (Performance) • Going forward – Warrant of Fitness

  11. HNZ Programmes

  12. Tenant Obligations • We have a call centre which provides a language line • Our tenants can get help here to sort any maintenance problems or problems with paying rent or damages • Our Welcome packs set out obligations • Our tenants need to contact us if there are maintenance issues associated with their homes or if they damage something • Rent must be paid on time • Be a good neighbour and be responsible for their and their visitors behaviours

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