As a tenant you must let us know if something needs fixing. You need to tell us straight away if something needs to be repaired or maintained.

What you are not responsible for

You are not responsible for repairs or damage caused by burglaries, natural disasters or fair wear and tear.

Examples of what is usually considered fair wear and tear are:

  • Worn flooring
  • Taps and washers wearing out or leaking

Examples of what is not normally considered fair wear and tear are:

  • Burn marks or stains on carpet
  • Drawing on walls

What we are responsible for

As your landlord, we are responsible for the following maintenance work:

  • Maintaining communal grounds and gardens
  • Installing and checking smoke detectors and checking your home is safe
  • Repairs that are due to wear and tear.

What you are responsible for

It is your responsibility to keep your home clean and tidy, which includes disposing of your rubbish.

You can do small repairs yourself, such as changing a light bulb or tightening screws, but call us on freephone (0508) 832 487 if you can't manage these tasks, and we will help you.

How to report maintenance

Does something need fixing in your home? Please call us right away on freephone (0508) 832 487. Our call centre is open from 8am - 6pm, Monday to Friday. All incoming calls outside of these hours, are directed to an after-hours service who will manage the incident as required. 

Please do not contact our contractors directly to report maintenance, or contact other contractors to carry out the work. Te Āhuru Mōwai will not be held responsible for payment to any other contractors arranged by the tenant.

While we encourage you to do minor repairs like tightening screws and replacing lightbulbs. For your own health and safety we request that you contact us for all maintenance you cannot do yourself or would cause you harm. Please ensure you log the call through our call centre or if unsure speak with your Kaihautū Tū Tara ā Whare / Relationship Manager if they are at the property completing a required inspection.

General repairs

Phone the call centre on (0508) 832 487.

Our call centre is open from 8am to 6pm, Monday to Friday. At other times, calls are directed to an after-hours service who will manage the incident as required.

A contractor will decide if a repair is urgent or not. If a planned maintenance job is needed, we will work with you and the contractor to see what best suits.

Urgent repairs

Phone the call centre on (0508) 832 487. Our call centre is open from 8am to 6pm, Monday to Friday. At other times, calls are directed to an after-hours service who will manage the incident as required.

All repairs and maintenance will be carried out by our own contractors.

Urgent repairs are issues that can affect your health and safety as a tenant. These can include:

  • No power or hotwater
  • Electrical faults
  • Gas or water leaks
  • Blocked drains, toilet or sewage

Someone will need to be home to let our contractor in. You may be charged a call-out fee if no one is home when the contractors arrive.

Response times

We aim to deal with your repairs within the following timeframe:

Emergency repairs - We will respond to you within 4 hours and remedy within 24 hours. These include ones necessary to prevent danger to life, restore essential services, maintain a weather-tight property and make any structural faults safe.

Urgent repairs - We will respond to you within 1 calendar day and remedy within 5 calendar days. These include repairs that are necessary to prevent faults affecting the health of the occupants.

General repairs - We will respond to you within 2 business days and rectify within 25 working days, unless it is of nuisance to you. In some cases where there is no nuisance, we may rectify within a 6-month period. These include repairs to restore the working order of fixtures and fittings that are not an immediate threat to health and safety.