If things go wrong
Sometimes things can go wrong. This can be error by us or by you. Find out what you can do if things go wrong.
If you breach conditions of your Tenancy Agreement and it is something that can be fixed, we will ask you to fix the problem within 14 working days. If you don't fix the problem, we may ask Tenancy Services for mediation or go directly to the Tenancy Tribunal to end your tenancy.
The Tenancy Tribunal is a more formal way to discuss concerns and is located at the local District Court. Mediation is a chance for the landlord and the tenant to sit down and try to resolve the issue concerned. If you do not attend mediation, a court date will be set.
If you break the conditions of your agreement, and it has a serious impact on us or any other person, we can ask the Tenancy Tribunal to end your tenancy immediately or we can give you 90 days' notice to end your tenancy.
Transferring to another property
There are some situations where it may be better for you to move to another property. If you can afford rent in a private market, MSD will work with you to find a suitable option through your Kaihautū Tū Tara ā Whare / Relationship Manager is also happy to help. It is important that socail housing is available for the people with the greatest need.
If you want to transfer outside of the Porirua / Wellington area, you will need to conatct MSD. You can phone them free on 0800 673 468 or visit housing.msd.govt.nz
If you are unsure, please talk to your Kaihautū Tū Tara ā Whare / Relationship Manager.
Complaints and compliments
We are committed to providing tenants with a quality service. We will take notice of your comments, suggestions and complaints and act on them as appropriate.
Please give feedback to your Kaihautū Tū Tara ā Whare | Relationship Manager, or you can also leave a comment on our website. You are encouraged to complete our satisfaction surveys online from time to time.
If you wish to make a formal complaint, please put it in writing and send either by email to firstname.lastname@example.org
or post to:
Te Āhuru Mōwai Ltd
P O Box 50-044
We will acknowledge your complaint within 2 working days and send a written response within 10 working days. If you let us know you are not happy with the response, we will escalate the issue to senior management and continue to work towards a resolution.
Te Āhuru Mōwai operates a framework of policies and procedures. If you wish to review a policy, please ask your Kaihautū Tū Tara ā Whare | Relationship Manager.
If you believe that Te Ᾱhuru Mōwai has treated you unfairly, or is in breach of the Residential Tenancies Act 1986, you can contact Tenancy Services on 0800 83 62 62 for more information or go to the Ministry of Business Innovation and Employment's website - www.tenancy.govt.nz and go to the tenancy section.