Housing New Zealand improves services

Housing New Zealand is reshaping its services to make them more responsive, efficient and consistent for customers.

From February this year, tenants and applicants only need to remember one number when contacting Housing New Zealand – 0800 801 601.

“Their first point of contact with the Corporation will be through our Customer Services Centre, which has been operating since 2003, operates 24 hours a day, seven days a week and is already widely used by customers.

“To ensure customers are receiving a prompt and responsive service, we’re making our Customer Services Centre bigger and better,” says Tenancy Services General Manager Kay Read.

This new approach to service delivery means our customers will be able to get hold of us easily and their enquiries will be managed quickly over the phone, with a consistent level of service.

“Our Customer Services Centre representatives are fully trained housing advisors able to help our customers on the spot with a range of queries such as getting their house or flat repaired, checking their account, answering questions about debt, credit or income-related rent, the waiting list for a house, and the options they have if they want to move out of their state home,” says Kay Read.

“Having an enhanced Customer Services Centre frees up our tenancy managers to devote more of their time getting people into houses and managing tenancies more effectively.

“They will be able to spend more time out in the community carrying out home visits, helping to match prospective tenants to properties, carrying out inspections and referring tenants to other agencies for non-housing related social support when required, and helping with other accommodation related issues.”

“Our new approach is about providing smarter and faster services to our customers, improving the way we work and delivering a better return to the Government.”

From now until April, Housing New Zealand’s local offices will be open for reduced hours, 10 am and 4 pm, to allow staff time to prepare for the changes that are being implemented to improve services to our customers

For more information contact the Housing New Zealand media team on 04 439 3590 or media@hnzc.co.nz

Note:
Housing New Zealand’s role is to provide state homes for those most in need, for as long as they have that need. It owns or manages more than 69,000 properties nationwide, including about 1500 homes for community groups providing residential services. More than 200,000 people live in Housing New Zealand’s homes.