Copy of all corespondence relating to investigations into behavior at a particular HNZC house

Mr Ross made this Official Information request to Housing New Zealand Corporation

The request was refused by Housing New Zealand Corporation.

From: Mr Ross

Dear Housing New Zealand Corporation,

Myself and a neighbour have been having ongoing issues (read: years) with the tenants at a particular address in Taita, Lower Hutt.
Repeatedly we have been advised that HNZC is dealing with it, or they are under investigation.

As such, we have seen no improvement, and actually a recent decline, in behaviour of the tenants at said address. Therefore we request copies of any and all material related to dealing with these tenants as proof that HNZC are doing what they have said they are doing.

I have not disclosed the exact address here in case it is a breach of privacy - I can provide that upon request.

Yours faithfully,

Mr Ross

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From: HNZC Enquiries
Housing New Zealand Corporation

Dear customer,

 

Thank you for contacting Housing New Zealand.

 

We have received your email and it will be allocated to the appropriate
team to arrange a response.

 

We will aim to get back to you within 2 working days, but this may vary
depending on the volume of emails received and the nature and complexity
of your email.

 

If you are looking for information on the number of Housing New Zealand
properties, we have information about these available on our website here:
[1]http://www.hnzc.co.nz/about-us/housing-s...

 

If you want to find out about our products available to first home buyers,
please see our website here:
[2]http://www.hnzc.co.nz/ways-we-can-help-y...

 

If you are wanting to apply to live in a Housing New Zealand home or other
type of social housing, please contact the Ministry of Social Development
on 0800 559 009.

You can call our Customer Services Centre on 0800 801 601 from 8am-8pm
Monday to Friday and 24/7 for urgent queries. All calls are free of
charge.

 

Alternatively, you could fax us on 0800 201 202 or write to us at:

 

                       Housing New Zealand  

                       PO Box 50720

                       Porirua 5240

 

Thank you for contacting us.

 

Kind regards,

 

Customer Service Team

Housing New Zealand 

 

Freephone: 0800 801 601 | Housing New Zealand, PO Box 50720, Porirua 5240
| [3]www.hnzc.co.nz | [4]www.newzealand.govt.nz

The information contained in or attached to this message is intended only
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References

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1. http://www.hnzc.co.nz/about-us/housing-s...
2. http://www.hnzc.co.nz/ways-we-can-help-y...
3. http://www.hnzc.co.nz/
4. http://www.newzealand.govt.nz/

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From: HNZC Enquiries
Housing New Zealand Corporation

Thank you for your email.

Can you please let me know the address of the property? That way I will be able to make sure the most appropriate person contacts you about your concerns.

Regards

Customer Service Team

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Link to this

From: Mr Ross

Dear HNZC Enquiries,

Thanks for your reply - the address is 41 Milne Crescent, Taita.

Yours sincerely,

Mr Ross

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From: HNZC Enquiries
Housing New Zealand Corporation

Thank you for your email

We have forwarded your concerns onto the Tenancy Manager for further investigation

Regards

Customer Service Team

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From: Tina Hughes
Housing New Zealand Corporation

Dear Mr Ross

Thank you for your email regarding our tenants at 41 Milne Crescent, Taita.

In this instance, Housing New Zealand refuses to disclose the requested information under The Privacy Act 1993, section 9(2)(a) which states that withholding the information is necessary to protect the privacy of natural persons.

As a Landlord, Housing New Zealand has a responsibility to all concerned, to ensure we investigate complaints thoroughly, and see the issue through to a resolve. This can sometimes take time to achieve the desired outcome. As a responsible landlord, we have to give the tenant reasonable time to remedy the issue, and/or the breach, and also see that they are making efforts to cease or modify behaviours that could be disturbing others.

Housing New Zealand has to investigate, whether complaints between neighbours fall inside or outside the "reasonable & acceptable noise levels". Sometimes - neighbours for a multitude of reasons do not get along or like each other, and sometimes things that people would normally let go can sometimes become a big problem - that normally would not otherwise be a concern or problem. As a landlord we have to be seen and being fair and reasonable.

Our general complaint process is:

Complaint received - Phone or visit to the tenant to discuss
- Discuss and remind tenants of their obligations (if appropriate)
- HNZ access both sides versions, see if other neighbours are experiencing the same issues/concerns, assess whether it could be a malicious complaint.
- HNZ seek Noise Control reports - or other appropriate supporting documentation - confirmation that actual issue exists.
- If required - tenant is called into the office for a meeting
- If required a breach to remedy is issued

- Depending on the issues/concerns sometimes a further meeting is required, sometimes the use of supporting agencies to assisting in resolving the issue.
- HNZ will take all available steps to assist the tenant to remedy behaviours, concerns, issues to enable them to be good and reasonable neighbours, however, if , despite the support and time to remedy, no resolve can be achieved HNZ will consider the options available and the seriousness of the situation, and possibly take action to end their tenancy. This would be for more serious situations.

Please be assured the HNZ Tenancy Manager is working very hard to resolve this matter and to ensure a fair and reasonable outcome for all, in the soonest possible instance.

Please continue to report any complaints through to Housing New Zealand, and in addition to Noise Control. All complaints called through our 0800 801 601 number are recorded, and also entered into the system so we have a running record of the issues coming through on a tenants file.

If you have any further questions about our processes please do not hesitate to get in touch.

Regards

Tina Hughes

Senior Tenancy Manager
Hutt Valley
Free Phone 0800801601
www.hnzc.co.nz

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Things to do with this request

Anyone:
Housing New Zealand Corporation only: