Transforming Kāinga Ora for the future

We’ve put the right foundations in place, with improved financial discipline and a clear focus on being a responsible social housing landlord. Now we’re building on that progress to become more agile, responsive and consistently high performing.

Our goal is simple: put tenants at the centre, while giving our people the tools and information to do their best work.

Making services easier for tenants to use

Good services make a real difference to people’s daily lives. Safe, well-managed homes and timely support help tenants feel secure, stay connected to their communities, and focus on what matters most to them.

We’re working to make our services clearer, more consistent and easier to access. This means tenants can get help sooner, with less stress – whether they need support, have a question, or need something fixed in their home.

Improving our services also helps build trust and ensures we’re using our resources in the right way to meet changing needs.

Upgrading the systems that support tenants

A key part of this change is improving the systems we use every day. We’re investing in modern technology to make it easier and faster for tenants to contact us – whether online, over the phone, or in person.

Our current systems are outdated and can be slow and difficult to use. By upgrading them, we can deliver more reliable services and work more closely with other agencies that support tenants.

Across the organisation, we’re moving away from complex systems that don’t work well together. Instead, we’re using simpler, shared systems with standard ways of working. This will help us respond more quickly and give our people clear, consistent information to make good decisions.

Better maintenance services

Looking after 78,000 homes across Aotearoa New Zealand is a significant responsibility. Keeping our homes well maintained and fixing issues on time makes a real difference for the people who live in them.

We’ve already made improvements to how we deliver maintenance, including more timely repairs and better coordination. We’ll keep building on this work, so we continue to keep our homes well looked after and resolve any issues quickly.

Supporting our people through change

To deliver better outcomes for tenants, we also need to support our people to work in simpler, more effective ways.

We’re making roles clearer, improving tools, and introducing more consistent ways of working. This helps our teams focus on what matters most - providing high-quality services to tenants.

We know change can be challenging. Some changes may affect roles or how teams work. We’re committed to keeping our people informed and supported throughout, including providing training and development so they can build new skills and grow.

Current consultations

We consult with our people when proposed changes may affect roles or ways or working.

You can find a brief outline of the current consultations below:

• Maintenance changes – We are proposing changes to improve how maintenance requests are managed, so repairs can be completed faster and more consistently for our tenants. As part of this, we are proposing to establish two Maintenance Operations Centres.
• Digital IT changes – How we use technology and data is changing. We are proposing to reshape our Digital IT team to keep pace with those changes and support new ways of working. Read the proposed changes to support technology upgrade media statement.
• Housing Delivery Group changes - We are consulting on proposed changes to Retrofit, Fire and Chem, and Complex and Significant Projects delivery teams within the Housing Delivery Group, including workforce alignment to ensure sustainable and consistent delivery aligned to our strategy.

Looking ahead

Change is a constant for all modern businesses, and Kāinga Ora is no exception. We will continually learn, improve and adapt so that we can provide better homes and services for tenants across Aotearoa New Zealand.