Important COVID Update
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Customer Care

Level Four Tenant FAQ

Tenants, are you feeling unsettled about what Level 4 means for you? Check out our FAQs and reach out to your property manager if you have any concerns.

Q. I WAS EXPECTING AN INSPECTION THIS WEEK. IS IT STILL HAPPENING?

A. All scheduled inspections will be postponed during the alert Level Four period until further notice. We will inform you of future dates when possible.

Q. I WAS JUST ABOUT TO MOVE INTO MY NEW RENTAL THIS WEEK. WHAT HAPPENS NOW?

A. Moving to a seperate region with a different alert level is not allowed. Moving is only allowed in emergency circumstances. Talk to your property manager as situations vary depending on the tenancy type.

Q. I’M UNABLE TO WORK IN LEVEL FOUR AND AM BATTLING TO PAY MY LEASE. WHAT SHOULD I DO?

A. We realize that because of the alert Level Four some occupants might be affected financially. Our advice to all occupants is to speak to us so we can liase with your landlords to get through this together. We urge occupants to seek help alternatives (laid out underneath) and to talk to us if your ability to pay future instalments should change.

We are obligated for legal and insurance purposes to monitor and report any rent in arrears. In the event that you do encounter challenges paying your lease kindly talk with us as soon as possible. Despite that, we will still have to give a record of any outstanding rent so you know where you stand regarding your tenancy.

Financial support and assistance with essential expenses
Tenants might qualify for financial aid to help with essential expenses.

Work and Income NZ have stated that during Covid-19 lockdown, help is accessible for essential expenses like accommodation, utility bills, medical and dental expenses, clothing etc.

For more information phone 0800 559 009 or visit workandincome.govt.nz

The Covid-19 Government site contains resources and links in aid of financial support, which we urge any of our affected tenants to consider. Our Government wants to make sure everyone has access to help in case it is required in these trying times.

For more information visit: covid19.govt.nz/government-actions/financial-support/

Q. I NEED URGENT MAINTENANCE! PLEASE HELP?

A. Although we are committed to our occupants who needs repairs and maintenance, only urgent repairs can be conducted during alert Level 4.

We request that tenants kindly delay requests for any non-earnest support until further notification. Nonetheless, all emergency repairs ought to be submitted in writing by means of your usual contact channel.

A critical repair ought to be classed as such only if absence of repair will cause serious harm to your own wellbeing and safety, or the safety of the property.

Q. I HAVE A FEW OTHER QUESTIONS, WHO CAN I SPEAK TO?

A. Please feel free to contact your property manager directly. We all work remotely and are able to assist around-the-clock.

The following links may provide additional information:
Tenancy Services:
tenancy.govt.nz
Ministry of Housing and Urban Development:
hud.govt.nz
Ministry of Health:
health.govt.nz
Work and Income:
workandincome.govt.nz
Covid-19 Hub:
covid19.govt.nz