Tenancy management
Tenancy management
We do all you’d expect from a landlord, from helping people settle into new homes to managing tenancy agreements and relationships, to fixing things when something goes wrong.
But we’re a tenancy manager with a difference: we do what we can to help tenants get better outcomes in life, and in their tenancies. To do this, our tenancy team works across specialist, interconnected service areas.
Our people and approach:
Tenancy management
Housing Champions
The first point of contact and the voice of ŌCHT.
Our Housing Champions answer hundreds of calls each week and ensure enquiries are responded to clearly and consistently. They know how our communities tick, and they’re skilled at recognising when a question is part of a wider issue, so needs are understood and met from the first call.
Tenancy advisors
Our tenancy advice is grounded in local knowledge.
Our tenancy advisors each focus on a group of communities. This helps relationships grow and ensures we’re better placed to understand community-specific needs, so we can respond early, communicate well, and support stable tenancies over time.
They each also work in a specialist area: placements, tenancy support, Housing First, and compliance.
Placements
Matching people to the right home, with one-on-one support.
Our tenant-centric approach starts when a prospective tenant is offered a home. We work to match housing type and location to needs, and provide one-on-one support as people establish their new home.
This early support helps us identify factors that could negatively impact a tenancy and connect people to appropriate services, so the tenancy starts on the strongest footing possible.
Tenancy support
Addressing issues early and supporting change that lasts.
We work with tenants to understand and meet their needs, and to identify and address the root causes of tenancy issues. We support tenants to develop practical plans to resolve issues, and we navigate people to external services where specialist support is needed.
Compliance
Clear and fair landlord responsibilities alongside our support work.
Like other landlords, we have legal responsibilities. We’re careful to separate our compliance functions from the tenant support work that aims to address issues before they escalate.
Our Compliance Advisors manage our formal role as landlord, including home access, complaint investigation and resolution, and matters that progress through the Tenancy Tribunal process.
Our Tenancy Advisor: Income provides proactive follow-up and early intervention when rent arrears begin, and helps connect tenants to services and support networks that can help sustain their tenancy.
Tenancy advisor Housing First
Specialist tenancy managers support Housing First kaewa in their tenancies.
ŌCHT is part of the Housing First Ōtautahi collaboration tackling homelessness. Our specialist Housing First Tenancy Advisors work with Housing First clients and their key workers, building trusting relationships, and helping coordinate connections that can help people leaving long-term homelessness achieve sustainable tenancies.
Housing First tenancy advisors are part of our response to homelessness; they work alongside the rest of our tenancy and property teams, on the principle that people are best able to address challenges once they have a safe, permanent home.
