Tenant information
Find out about renting a house from us, different ways to pay your rent, what to do if your home needs repairs, and what you can expect from us as your landlord.
Your top questions
Get something fixed (log a repair)
The easiest way is completing a 'Maintenance job' request in MyKāingaOra,(external link)which you can do any time. Just log in and select 'Maintenance' from the left hand menu, then follow the steps.
Here's some examples of what you might want fixed:
- Fixing a door or kitchen cupboards that don't close properly
- An element on your stove or the oven light not working
- A light fitting not working
- Your heat pump is blowing cold air
- A leak coming from inside a tap, pipe, shower mixer, or toilet bowl
- Water is pooling around a surface
- Water damage, swelling, soft timber, or mould behind a join
If you can't access MyKāingaOra, you can complete the Tenant enquiry form, but you won't be able to track your request's progress.
You can check the status of your repair request anytime in MyKāingaOra(external link). Log in and go to the 'Maintenance' section to see:
- Information about your repair.
- Its current status - whether it’s ‘received’, ‘with tradesperson’, ‘completed’ or ‘cancelled’.
- Options to upload photos to help us understand the repair or provide extra detail if needed.
If you can’t find the information you need, or you don’t have access to MyKāingaOra, you can complete the Tenant enquiry form and we’ll be in touch.
Here's an example of a repair status in MyKāingaOra:
Before contacting your HSM, think about what you need help with. Your HSM can support you with:
- Your tenancy - understanding your tenancy agreement, changes to your situation, or anything that may affect your ability to stay safely in your home.
- Changes in your household or circumstance - including new whānau members, people moving in or out, or changes that may impact your needs.
- Wellbeing and support needs - making sure you feel safe, supported and connected in your home and community.
- Help connecting with services.
If you have questions about a repair or maintenance job, you should check for updates first through MyKāingaOra(external link). If you have a complaint, you can complete the Tenant enquiry form.
If you still need to contact your HSM, you can:
- Contact them using any phone number or email details they have already provided you.
- Complete the Tenant enquiry form and ask for your HSM to call you back.
In MyKāingaOra(external link) under 'My account summary', you can find out your:
- rent balance
- last and next payment date
- view transactions - select 'View details'
- maintenance balance, if you have a payment arrangement setup.
You can also:
- Export a PDF to use as proof of rent when required (e.g., Work and Income or budgeting services).
- See your next rent review date.
If you have any questions, you can either complete the contact form in MyKāingaOra or the Tenant enquiry form.
Rent must be paid in advance. Because of this, a balance showing on your rent account usually covers your upcoming rent and is considered credit.
You can only request a refund if your balance is more than the amount of rent you are required to keep paid in advance, based on how often you pay rent (weekly or fortnightly).
For example, If your rent is $154 per week and your balance is $154, your next week’s rent is already paid. This amount is not available for a refund. The same applies if you pay rent fortnightly.
If your account is more than a few weeks in advance you may be able to request some of it back, or put it towards another debt, for example a maintenance debt if you have one.
You can request some of it back by either completing the:
- contact form in MyKāingaOra(external link)
- Tenant enquiry form.
To avoid delays, please ensure your bank account details are up to date in MyKāingaOra(external link) under the Profile section.
Tenant help and support
Get quick answers on your home, maintenance, rent and everyday information in one place.
MyKāingaOra
With our tenant app, MyKāingaOra, you can easily check your account, rent balance, log maintenance requests and so much more from your mobile or laptop, anytime without having to call us.
Tenant enquiry form
For all tenancy related questions or concerns, complete this form and we’ll respond as soon as we can.
Renting a home
Tips for getting started if you would like to apply for social housing, including a Kāinga Ora home.
Our tenants health and safety
The health and safety of our tenants, maintenance contractors and visitors to our properties is important to us.