As some of the people you provide support to may be state tenants, Housing New Zealand has asked us to share some information with you. Tenants will be updated about service changes through Housing New Zealand’s Close to Home magazine and their website.

How to contact Housing New Zealand
The first port of call for all Housing New Zealand queries is now a 24-hour, 7-day-a-week call centre Ph 0800 801 601. Calls are free even from mobile phones. People without a home phone or mobile can use a public pay phone. If they have access to the Internet, they can contact the Department via their website www.hnzc.co.nz.

Housing Advisors
The call centre’s housing advisors will be able to deal with questions about pre-assessment, alternative housing options, accounts matters and rent support. They will also field complaints and feedback.

Urgent housing needs
Customers with urgent housing needs are encouraged to call the Customer Services Centre in the first instance. Whether they call the Centre or visit one of the HNZ offices, they will, if necessary, be referred to local emergency housing providers until a full housing needs assessment can be done (within 48 hours).

Tenancy managers/Housing NZ offices
If a customer calls their tenancy manager or local Housing New Zealand office their call will be automatically redirected to the Call Centre. They will hear a recorded message advising them that this is what is happening. HNZ offices will only be open for scheduled appointments for full needs assessments and for urgent housing needs, not other enquiries.

Translation services
Customers who need or prefer an interpreter should visit www.ethnicaffairs.govt.nz to get information about Language Line, which provides a three-way telephone conversation between the client, an interpreter and an agency. It offers this service in 43 different languages, during work hours and limited hours on Saturdays.

Accessibility services
Deaf, hearing/speech impaired and deafblind customers should visit www.nzrelay.co.nz or the HNZ website.

Advocacy
If Housing New Zealand tenants seek support via your organisation regarding a housing issue, please contact the 0800 number above. The tenant will need to be on hand in the first instance, to introduce their advocate (you) and give permission for you to speak on their behalf. If the matter cannot be resolved over the phone, the housing advisor will book a local appointment with either a tenancy advisor (for needs assessment) or a tenancy manager (for complex issues).