Manage application to sign up for non public housing property Redacted.pdf

National Services
Practice and Customer Contact

Manage application to sign-up for non-public housing
CNP-PRO-001
Table of Contents

Process map ..................................................................................................................... 3
Process overview .............................................................................................................. 4
1.
Advise Leasing Agent property is ready to market ................................................. 4
2.
Arrange initial review of the application ................................................................ 5
3.
Arrange final review of the application .................................................................. 7
4.
Send offer letter to successful applicant ................................................................ 8
5.
Prepare documents for sign-up meeting .............................................................. 11
6.
Carry out the tenancy sign-up ............................................................................... 14
Supporting information .................................................................................................. 16
Legislation ......................................................................................................................... 16
Supporting information .................................................................................................... 16
System steps .................................................................................................................. 17
Kotahi  ............................................................................................................................... 17
IDP
............................................................................................................................... 17
Objective ........................................................................................................................... 17
Definitions ..................................................................................................................... 17
Document control .......................................................................................................... 18
© Kāinga Ora – Homes and Communities. This document has been developed by Kāinga Ora. Reproduction,
adaptation or utilisation either in part or in whole without the prior written consent of Kāinga Ora is
prohibited.
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Appendix A ..................................................................................................................... 20
Email templates ................................................................................................................ 20

© Kāinga Ora – Homes and Communities. This document has been developed by Kāinga Ora. Reproduction,
adaptation or utilisation either in part or in whole without the prior written consent of Kāinga Ora is
prohibited.
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Process map

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Process overview
This process explains how to manage a tenant’s application through to sign-up for a non-
public housing property at a single-site supported housing complex (SSSH).
Non-public housing is a pilot programme under which some Kainga Ora – Homes and
Communities properties in SSSH complexes are offered to those not eligible for the public
housing waitlist.
A Leasing Agent has been contracted to market the properties, manage applications, and
conduct viewings on behalf of Kāinga Ora. The Leasing Agent will send details of applicants
to be considered by a Tenant Selection Panel within Kāinga Ora. The Panel’s role is to decide
whether or not to proceed to offer a property to an applicant, based on the information
supplied by the Leasing Agent.
The Panel will consider one application at a time. When they decide to accept or decline an
application, the Leasing Agent will be asked to either make an offer to the applicant or to
notify the applicant that the application has been declined and provide another application
for the Panel to consider. Applications are provided to the Panel in the order the Leasing
Agent receives them. Once an applicant verbally accepts an offer, Kāinga Ora will manage
the application from this point.
Tenants (including non-public housing tenants) who live in a Kāinga Ora property are not
entitled to receive the Ministry of Social Development (MSD) Accommodation Supplement.1
However, we will charge non-public housing tenants who live in Kāinga Ora properties a
reduced rent if their circumstances mean they could get the Accommodation Supplement
from MSD if they did not live in one of our homes. For those who would be eligible, MSD will
not pay the Accommodation Supplement into the tenant’s bank account.
The rent the tenant will pay is either the market rent, or the market rent less the amount of
any confirmed Accommodation Supplement entitlement (reduced rent).
Non-public housing tenants will pay a bond of four weeks’ rent, as well as two weeks’ rent in
advance.

1.  Advise Leasing Agent property is ready to market
Role:  Coordinator Placement

1 Social Security Act 2018, s66(1).

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Step 1   Once the Advisor Placement and Senior/Housing Support Manager confirm a
property is available for letting and the market rent has been set, email the following details
to the Leasing Agent:
•  property address
•  property typology
•  market rent amount
•  date property will be available
•  marketing materials pack
•  suggested viewing times.

Step 2   When the Leasing Agent confirms the viewing times, book them in the complex’s
Shared Calendar.

Step 3   During the viewings, the Leasing Agent will show the applicant the available
property, the communal spaces, and the storage locker area.
•  The Leasing Agent will get an access fob for the property from the Community Guardian
team and will return it after the viewing.
•  If required, the Coordinator Placement may accompany the Leasing Agent at a viewing.

What happens next?
•  If the applicant is interested, they will complete an application form supplied by the
Leasing Agent and provide them with evidence of their ability to pay the rent.
•  The Leasing Agent will perform a reference check with the applicant’s landlord referee.
•  The Leasing Agent will then email the application form, the evidence of the applicant’s
ability to pay the rent and the results of the landlord reference check to
[email address].

2.  Arrange initial review of the application
Role:  Coordinator Placement

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Step 1   On receipt of all paperwork for an applicant from the Leasing Agent, send a meeting
request, scheduled in the next two working days, to the members of the Tenant Selection
Panel (the Panel). The Panel members are:
•  Senior/Housing Support Manager
•  Team Leader Housing Support
•  Coordinator Placement
•  Manager – Complex
Note:
•  There must be three Panel members present at the meeting. Manager – Operations or
Regional Director or Manager Housing and Wellbeing Support can attend to stand in for
absent Panel members.
•  The Panel considers one application at a time.

Step 2   If the Panel:
•  reaches a consensus on the application, go to Step 4
•  does not reach a consensus on the application, go to next step.

Step 3   Escalate the application to the Manager – Operations/Regional Director or Manager
Housing and Wellbeing Support to make a final decision.
Note:
If any of the above people were on the original Panel, the application must be escalated to
another role.

Step 4   Contact the Leasing Agent by either phone or email. If the application is:
•  approved to progress to the next stage,
o
ask the Leasing Agent to carry out the final reference check, as well as the criminal
record and credit checks
o
create an Objective folder for the applicant. Save the application form, evidence of
ability to pay the rent and landlord reference check information.
•  declined,
o
ask the Leasing Agent to inform the applicant they were unsuccessful and to send us
the next application for consideration

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o
delete the applicant’s application form and any other information about them from
your Outlook mailboxes, this includes your personal inbox and other mailboxes you
can access. Go to Step 1 for another application.

What happens next?
If the application is approved to progress to the next stage, the Leasing Agent will complete
and email the final reference check, the criminal record and credit checks to
[email address].

3.  Arrange final review of the application
Role:  Coordinator Placement
Step 1   On receipt of the final reference check, the criminal record and credit checks from
the Leasing Agent, send a meeting request, scheduled in the next two working days, to the
members of the Panel.
Note:
There must be three Panel members present at the meeting. Manager – Operations or
Regional Director or Manager Housing and Wellbeing Support can attend to stand in for
absent Panel members.

Step 2   At the meeting, complete Non-public housing tenant selection panel outcome and
recommendation (CNP-FRM-002). If the Panel:
•  reaches a consensus on the application, go to Step 4
•  does not reach a consensus on the application, go to next step.

Step 3   Escalate the application to the Manager – Operations/Regional Director or Manager
Housing and Wellbeing Support to make a final decision. Provide them with a copy of CNP-
FRM-002.

Step 4   If the decision is to:
•  make an offer, advise the Leasing Agent to make a verbal offer to the applicant. They
will inform us of the applicant’s response. If the applicant:

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o
accepts the offer, go to 4. Send offer letter to the successful applicant
o
declines the offer, go to next step
•  decline the application, advise the Leasing Agent to inform the applicant they were
unsuccessful. Go to next step.
Step 5   Ask the Leasing Agent to send us the next application for consideration.
Step 6   Delete the applicant’s application form and any other information about them from
your Outlook mailbox, this includes your personal inbox and other mailboxes you can
access.

What happens next?
The Leasing Agent will continue to market the property and send the next application to the
Coordinator Placement. When available, go to 2. Organise the Tenant Selection Panel to
meet

4.  Send offer letter to successful applicant
Role:  Coordinator Placement
Note:
All applicant documentation must be saved in their Objective folder. Delete immediately if
at any stage the applicant does not accept the property offer.

Step 1   On advice from the Leasing Agent the applicant has verbally accepted our offer,
prepare the following documents for the applicant.

•  Letter NPH Tenancy offer with market rent (80-001)
•  Information about your rent at Waitapu fact sheet – see NPH Welcome Pack on
Objective
•  MBIE Bond Lodgement Form (CNP-FRM-010)

Note:
For the applicant to make their bond and rent in advance payment, obtain a payment
reference number and include it in the offer letter. See Locate the next payment reference

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number in Kotahi user guide: Create a manual tenancy for non-public housing (CNP-USG-
001).

Step 2   Make the formal offer to the applicant.
•  Send offer email using template A in Appendix A
•  Create an envelope in Docusign. See Docusign user guide for non-public housing (CNP-
USG-001)
o
Upload the letter 80-001 for the applicant to sign.
o
Upload Information about your rent at Waitapu fact sheet for the applicant to view –
see NPH Welcome Pack on Objective.
o
Check the documents are set up correctly in Docusign.
•  Send the Docusign link to the applicant.
o
Make sure the offer email and the Docusign link are sent within a few minutes of
each other.

Step 3   If the applicant:
•  responds within two working days,
o
and we receive their signed acceptance of offer, go to Step 8
o
and advises they would like to see if they are entitled to Accommodation
Supplement, ask them to let us know the outcome within five working days. Go to
Step 5
o
and advises they do not want to accept our offer, go to Step 4.
•  does not respond within two working days, go to Step 7.

Step 4   On notification the applicant does not want to accept our offer,
•  delete the applicant’s information saved in Objective and/or your Outlook mailboxes,
this includes your personal inbox and other mailboxes you can access
•  inform the Leasing Agent of the applicant’s response. Ask them to continue to market
the property and/or provide the next application for the Panel to consider. Go to 2.
Arrange initial review of the application

Step 5   If the applicant confirms they:

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•  would be entitled to Accommodation Supplement if they resided in another property,
o
ask them to email the MSD confirmation letter to us
o
calculate the reduced rent based on the Accommodation Supplement entitlement
o
send revised offer email using template B in Appendix A
o
create an envelope in Docusign. See Docusign user guide for non-public housing
(CNP-USG-002)
▪  prepare and upload the letter NPH Revised tenancy offer with reduced rent (80-
003) for the applicant to sign
o
check the document is set-up correctly in Docusign
o
send the Docusign link to the applicant
o
make sure the offer email and the Docusign link are sent within a few minutes of
each other
o
go to Step 7.

•  would not be entitled to Accommodation Supplement if they resided in another
property, contact them to ask if they still want to accept the offer. If:
o

o
yes, go to Step 6
o
no, go to Step 4.

Step 6   Advise the applicant to sign the letter 80-001 on Docusign within the next two
working days.
Note:
Before contacting the applicant, check if the original Docusign link has expired. If it has
expired, re-send it. Go to Step 3.

Step 7   If the applicant does not respond within two working days, contact them to discuss
the offer. If they:
•  can be contacted,
o
and want to accept the offer, ask them to sign the offer letter on Docusign as soon
as possible. Go to Step 3
o
and do not want to accept the offer, go to Step 4

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o
and they need more time to accept the offer, ask for their reasons and how long
they need. Ask the Manager – Operations or Regional Director or Manager Housing
and Wellbeing Support for approval and advise the applicant of the new date to
respond. When the new date to respond arrives or the applicant informs you of their
decision, action their response
•  cannot be contacted,
o
keep trying to contact them by different methods (phone, text, email)
o
withdraw the offer if contact cannot be made within two working days of further
attempted contact. Inform the Leasing Agent. Go to 2. Arrange initial review of
application

Step 8   On receipt of the signed letter 80-001 or 80-003, carry out the instructions in each
of the following sections of CNP-USG-001.
•  Create a party
•  Create a person
•  Create a tenancy
•  Create a rent revenue account
•  Create a bond revenue account
•  Update the market rent limit

5.  Prepare documents for sign-up meeting
Role:  Coordinator Placement
Step 1   Prepare the MBIE Bond Lodgement Form (CNP-FRM-010) by completing sections 2,
3a and 3b.
•  Section 2
o
The weekly rent be either the market rent or the reduced rent. The bond is four
week’s rent. This will be either the market rent or the reduced rent.
o
The total amount enclosed is the total bond.
•  Section 3a
o
Landlord ID: 2174154.
•  Section 3b
o
Email is [email address]

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o
Do not sign the signature box.

Step 2   Send the applicant CNP-FRM-010.
•  Use email template C in Appendix A
•  Create an envelope in Docusign - see Docusign user guide for non-public housing (CNP-
USG-002)
•  Upload CNP-FRM-010. If there will be three or more tenants, you will also need to
upload MBIE Additional tenants bond lodgement form (CNP-FRM-011). Check the
documents are set-up correctly in Docusign and that fields are assigned to the correct
tenants.
•  Send the Docusign link to the applicant(s).
•  Make sure the offer email and the Docusign link are sent within a few minutes of each
other.

Step 3   Prepare the NPH residential tenancy agreement (CNP-FRM-003), available on
Atamai, and generate the Healthy Homes Statement (CT-FRM-006) from
Kotahi>Estates>Tenancies>(search on Property Ref)>Context Reports>Healthy Homes
Statement.
•  For guidance to complete the tenancy agreement - see NPH residential tenancy
agreement user guide (CNP-USG-003)
•  Check the Healthy Homes statement. If there is information missing, email
[email address] who will investigate and get back to
you. Only when the statement is complete can it be provided to the applicant.
Note:
•  The team managing this email address will investigate and identify the team
responsible for providing the missing information. They will email the responsible
team requesting they load the missing information as soon as possible. You will be
copied in on the email, so you are aware of the action taken.
•  To ensure our properties have Healthy Homes information recorded, reports are run
weekly to identify any properties where information is missing or incorrect. Requests
are sent to the responsible teams to load the information as soon as possible.
•  Do not sign the documents on behalf of Kāinga Ora, this will be done at the sign-up
meeting.
•  Save them as a PDF file in the applicant’s Objective folder.

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•  Attach them to an email using NPH template D in Appendix A.

Step 4   Carry out the following.
•  Contact the applicant to discuss a move-in date. See Arrange locking of lift for a
customer's belongings when moving in or out of a complex (CT-PRO-007)
•  Arrange a sign-up meeting for the applicant and the Senior/Housing Support Manager.
Ask the applicant to bring the following to the meeting:
o
photo identification, such as a driver licence or passport
o
proof of bond and rent in advance payments, or the MSD confirmation letters if they
have received Bond and Rent in Advance grants.
•  Get a Welcome Pack for the applicant.
•  Print single tenancy view report (pre-let inspection report), the tenancy agreement
(CNP-FRM-003) and the Healthy Homes Statement (CT-FRM-006).

Step 5   Create an appointment in the S/HSM’s Outlook calendar for the sign-up meeting.

Step 6   On the day before the sign-up meeting, check the applicant’s rent account in Kotahi
to make sure the bond and rent in advance have been paid. If:
•  paid, go to next step
•  not paid,
o
contact the applicant to discuss when they can make the payment or if they can
provide confirmation that MSD will pay it
o
if payment cannot be made by the tenancy start date, ask the applicant when it can
be made
o
discuss next steps with the Team Leader Housing Support. This may include the
possibility of moving the tenancy start date
o
if the start date is changed, update the start date in Kotahi. Change the start date on
the MBIE Bond Lodgement Form (CNP-FRM-010) and the NPH Residential tenancy
agreement (CNP-FRM-003), upload to Docusign and send it to the applicant. Go to
next step.

Step 7   On receipt of the signed CNP-FRM-010 from the applicant, send the form to the
Senior/Housing Support Manager (S/HSM).

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•  Advise the S/HSM if the applicant’s rent will be reduced because they would be eligible
for Accommodation Supplement.
•  Inform them if the bond and/or rent in advance is being paid by an MSD grant or if the
applicant is paying it themselves.
•  Confirm proof of payment is filed in the applicant’s Objective folder.

What happens next?
The Senior/Housing Support Manager goes to 6. Carry out the tenancy sign-up and will start
Action bond payment for a non-public housing tenant (CNP-PRO-002) at the same time.

6.  Carry out the tenancy sign-up
Role: Senior/Housing Support Manager
Step 1   Attend the sign-up meeting. If the applicant:
•  attends, go to Step 3
•  does not attend, go to next step.

Step 2   Try to contact the applicant (phone, text, email) to reschedule. If you are unable to
make contact, ask the Coordinator Placement to try. If we have not been able to contact the
applicant within 48 hours of the original sign-up date, the offer can be withdrawn. The
Coordinator Placement will withdraw the offer and inform the S/HSM and Leasing Agent. Go
to 2. Arrange initial review of application.

Step 3   Go through the following with the applicant to make sure they understand them:
•  tenancy agreement
•  Healthy Homes statement
•  building rules
•  property condition report.

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Step 4   Sign and initial every page of the tenancy agreement and ask the applicant to do the
same. You will also need to sign the Healthy Homes statement — the applicant does not
need to sign this.

Step 5   Explain or demonstrate the key equipment or aspects of the home, including the
fire evacuation procedure. If you are in the:
•  home, show the tenant any specialist equipment and operating instructions such as
access fobs, hot water cylinder, power mains, emergency exits and smoke alarms. Show
them where to collect their mail and the communal spaces.
•  office, make sure you tell the tenant about the access fob, how to use it and outline
specialist equipment in the home.

Step 6   Summarise what has been discussed and hand the tenant the access fobs or keys to
their home.

Step 7   Offer the tenant a Welcome Visit within the first six weeks. If they would like to set
one up, advise them to contact you when they are ready.

Step 8   Provide the tenant a copy of the signed documentation after the sign-up meeting,
either by:
•  scanning and emailing, using NPH template E in Appendix A
•  hand delivery, into the tenant’s letter box.

Step 9   Scan all signed documents and save them in the tenant’s Objective folder. Place the
original documents in the hard file.

Step 10   Update the void path in Kotahi - see Update void path in Kotahi user guide:
Manage tenant vacating and final account (CT-USG-008)

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Supporting information
Legislation
•  Residential Tenancies Act 1986
Supporting information

Policies
•  Policy: Non-public housing tenancy management pilot and private tenancies acquired by
Kāinga Ora (POL-384)

Processes

•  Action bond payment for a non-public housing tenant (CNP-PRO-002)
Arrange locking of lift for a customer's belongings when moving in or out of a complex
(CT-PRO-007)
Guidelines
•  Non-public housing guideline (CNP-GDL-001)

User guide
•  Kotahi user guide: Create a manual tenancy for a non-public housing property (CNP-
USG-001)
•  NPH residential tenancy agreement user guide (CNP-USG-003)

Forms
•  Non-public housing tenant selection panel outcome and recommendation (CNP-FRM-
002)
•  Non-public housing residential tenancy agreement (CNP-FRM-003)
•  Healthy Homes statement (CT-FRM-006)
•  MBIE Bond Lodgement Form (CNP-FRM-010)
•  MBIE Additional tenants bond lodgement form (CNP-FRM-011)
Letters
•  NPH Tenancy offer with market rent (80-001)
•  NPH Revised tenancy offer with reduced rent (80-003)

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5 words max, old reference number. Think about how staff will search for info in this
document
Information architecture
QMS Documentation > CNP – Core Non Public – Manage Non Public Tenancies > 1. House
non-public applicant

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Appendix A
Email templates
•  Copy the text from the Template column and paste into a Word document.
•  On your keyboard, use Ctrl + F to open the Navigation panel.
•  Type the @ symbol and hit Enter.
•  The @ symbols will highlight in the template. Select them and type in the information required.
•  When finished, copy and paste the template email to a new email in Outlook.

Template title
Who it’s going from/to
When to use
Docusign
Template
NPH template A
From Coordinator Placement on
This email
Upload the
Kia ora @(applicant’s name)
[email address] to the  accompanies the
letter 80-001

applicant.
Docusign email
to Docusign.
Congratulations! We’re delighted to
containing letter
offer you a home at @(complex name).
NPH tenancy offer
We’ve sent an offer letter to you on
with market rent
Docusign. This will appear in a separate
(80-001).
email in your inbox. If it does not
Send the Docusign
appear, please check your spam or junk
email close to the
folders. Information about accepting
time you send this
our offer is included in this letter.

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accompanying
email.
If you are interested in the
Accommodation Supplement, you’ll find
The tenant should
a fact sheet in the Docusign email.
receive both emails
within minutes of
If you decide to decline our offer, reply
each other.
to this email as soon as possible to let us
know.
If you have any issues with Docusign,
reply to this email and we would be
happy to help.
Nāku, nā,
@(Coordinator Placement name)
@(email signature)
NPH template B
From Coordinator Placement on
This email
Upload the
Kia ora @(applicant’s name)
[email address] to the  accompanies the
letter 80-003

applicant.
Docusign email
to Docusign.
Thanks for providing us with the
containing letter
confirmation of Accommodation
NPH Revised
Supplement letter you received from
tenancy offer with
Ministry of Social Development. Based
reduced rent (80-
on this information, we will charge you
003).
a reduced rent.
Send the Docusign
We have updated our offer letter to
email close to the
include the new reduced rent and sent
time you send this
it to you in Docusign. This will appear in
a separate email in your inbox. If it does

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accompanying
not appear, please check your spam or
email.
junk folders.
The tenant should
Please read the offer, follow the
receive both emails
instructions in the letter and let us know
within minutes of
if you would like to accept our offer or
each other.
not.
If you have any issues with Docusign,
reply to this email and we would be
happy to help.
Nāku, nā,
@(Coordinator Placement name)
@(email signature)
NPH template C
From Coordinator Placement on
This email
Upload CNP-
Kia ora @(applicant’s name)
[email address] to the  accompanies the
FRM-010 and

applicant.
Docusign email
CNP-FRM-011,  As you know, we require a bond
containing the MBIE  if applicable.
payment to be made for the property.
Bond Lodgement
We have sent the Bond Lodgement
Form (CNP-FRM-
Assign each
Form to you on Docusign to complete.
010).
section to an
individual
IF more than one tenant in the tenancy
If there are three or  tenant to
The other tenants for the property have
four tenants, this
complete and
been sent the section of the Bond
email also
sign:
Lodgement Form they are required to
accompanies
complete and sign. END
Additional tenants
Tenant 1: 4a
bond lodgement
and 4b of the

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form (CNP-FRM-
Bond
011).
Lodgement
We require the bond payment to be
Form
made by the start date of the tenancy.
Send the Docusign
email close to the
Tenant 2, if
Payment methods are included on the
time you send this
applicable: 4c
offer letter.
accompanying
and 4d of the
If you need help with the bond and rent
email.
Bond
in advance, the Ministry of Social
Lodgement
The tenant should
Development may be able to help.
Form
receive both emails
If you have any issues with Docusign,
within minutes of
Tenant 3, if
reply to this email and we would be
each other.
applicable: 1a
happy to help.
and 1b of the
Additional
Nāku, nā,
tenants bond
lodgement
@(Coordinator Placement name)
form
@(email signature)
Tenant 4, if
applicable: 2a
and 2b of the
Additional
tenants bond
lodgement
form
NPH template D
From Coordinator Placement on
This email has the
Docusign not
Kia ora @(applicant’s name)
[email address] to the  NPH residential
required

applicant.
tenancy agreement
Thank you for signing the offer letter.
(CNP-FRM-003) and

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Healthy Homes
statement (CT-FRM-
Attached is our tenancy agreement for
006) attached.
you to read ahead of the sign-up
meeting. We have also attached the
Convert CNP-FRM-
Healthy Homes statement that will form
003 to PDF.
part of your tenancy agreement. At the
meeting, we will go through the tenancy
agreement, Healthy Homes statement
and hand over the access fobs to the
property.
We’ll be contacting you soon to arrange
a suitable date and time for the sign-up
meeting.
If you have any queries in the
meantime, please respond to this email.
Nāku, nā,
@(Coordinator Placement name)
@(email signature)
NPH template E
Senior/Housing Support Manager
This email will have
Docusign not
Kia ora [enter tenant’s name]
on [email address] to
all signed
required

the applicant.
documentation
Welcome to @(complex name).
attached. This
Please find attached to this email the
includes:
following signed documentation:
•  NPH residential
•  your tenancy agreement and
tenancy
Healthy Homes statement

Manage application to sign up for non-public housing
CNP-PRO-001 / Version 2
30 May 2024

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agreement
•  your Bond Lodgement Form
(CNP-FRM-003)
•  the Property condition report for
•  Healthy Homes
your home.
statement (CT-
FRM-006)
Nāku, nā,
•  Bond
@(Senior/Housing Support Manager
Lodgement
name)
Form (CNP-
FRM-010)
@(email signature)
•  MBIE Additional
tenants bond
lodgement form
(CNP-FRM-011),
if applicable
•  Property
condition report
Scan the documents
and save them in
Objective.

Manage application to sign up for non-public housing
CNP-PRO-001 / Version 2
30 May 2024

Page 25 of 25