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Living in your tenancy
Living in an ŌCHT home means living in a place that stable, affordable and supports long-term wellbeing - and being part of a community where people can feel safe and respected.
This page is a snapshot to get you up to speed on the everyday things you need to know about living in your home, including paying rent, looking after your home, getting repairs done, living well in your community, and how to get help early if something isn’t working.
ŌCHT’s approach is focused on supporting sustainable tenancies. If you’re unsure about something, it’s always better to get in touch early.
Need help now?
ŌCHT has a 24/7 call centre. Calling us is the best and quickest way to get help and information about anything to do with your tenancy. Our number is
0800 624 456
Call us for:
anything to do with you tenancy
rent and payment questions
maintenance and repairs
concerns about safety or wellbeing
changes to your household or circumstances
if you’re unsure whether we need to know, call us anyway!
Before moving in
When you move in, you are responsible for:
getting things like electricity, telephone and internet connected in your name. Please make sure this is done in time for the start date of your tenancy.
you’ll need to let the organisations you deal with know you’ve changed your address. These include your doctor, your employer, your bank, Work and Income New Zealand, any support agencies, and your insurance company.
Your first few weeks
In your first few weeks, it’s helpful to:
save ŌCHT’s number (0800 624 456) in your phone
test smoke alarms and report any that aren’t working
learn how to use your heat pump and ventilation
note any issues and report them early
have a look through our website
ŌCHT’s tenancy advisor will visit you to see how you are settling in. They can connect you to any services you might need to make life easier, if you need it.
Paying rent
Paying rent on time is a condition of your tenancy. If you fall behind, it can create stress and put your tenancy at risk. If you’re having trouble paying rent, please contact ŌCHT early so support options can be discussed.
How to pay your rent
Online banking
Add Ōtautahi Community Housing Trust as a bill payee in your bank app or online banking.
Use:
Particulars: your first initial and surname
Code: your rent payment reference number
Reference: your rent payment reference number
Telephone banking
Ask your bank to add Ōtautahi Community Housing Trust as a bill payee.
Use the same payment details as above.
Getting specialised tenancy help
Your community’s Tenancy Advisor
Your Tenancy Advisor is your main contact if you have any questions about your tenancy.
Tenancy Advisors manage tenancies and support tenants living in specific complexes or areas. They can help with things like:
questions about your tenancy agreement
rent and payment concerns
concerns about your home or community
resolving tenancy issues early
connecting you with other ŌCHT services if support is needed
Getting in touch early is encouraged and does not put your tenancy at risk.
How to contact a Tenancy Advisor
Call 0800 624 456 and ŌCHT will connect you with the right person.
More involved help: Tenancy Support Advisors
Tenancy Support Advisors provide additional practical help for tenants who may need extra support to manage their tenancy or maintain stable housing. This service recognises life circumstances can change, and early support can help prevent issues from escalating.
Tenancy Support Adviors can help with things like:
managing challenges that affect your tenancy
resolving ongoing tenancy issues
linking you with other community or support services
helping you stay housed long term
Tenancy Support is supportive and offered to help tenants succeed in their tenancy.
How to access Tenancy Support
You can talk to your Tenancy Advisor about Tenancy Support, or you can ask about it by calling 0800 624 456.
Looking after your home
Looking after your home is a shared responsibility.
What tenants are responsible for
everyday cleaning and keeping the home reasonably tidy
small tasks such as replacing light bulbs
garden care where it’s part of your tenancy
pest control on your own property
reporting problems early so they don’t get worse
What ŌCHT looks after
emergency repairs affecting health, safety, or security
major repairs and maintenance
essential systems such as plumbing, electrical, and heating
structural repairs and building safety
planned maintenance and grounds maintenance
If you’re unsure who is responsible for something, contact ŌCHT to check.
Maintenance and repairs
How to request a repair
Call 0800 624 456 for all maintenance requests. You can call at any time, but outside business hours ŌCHT responds to urgent or emergency repairs only.
When you call, be ready to provide:
your name and address
a clear description of the problem
when you first noticed it
photos if possible
What happens next
ŌCHT will assess whether the issue is urgent or non-urgent, let you know the next steps, and advise likely timeframes. A contractor may contact you directly to arrange access.
Contractors should be able to identify themselves. If you’re unsure, contact ŌCHT before allowing access.
Response times
Urgent repairs are usually attended within four hours.
Non-urgent repairs are usually completed within 10 working days.
If a repair is urgent, you’ll need to stay home until the contractor arrives. If a contractor can’t access the property because no one is home, you may be charged for the call-out.
Examples of urgent repairs
electrical faults such as sparks or shocks
smoke alarms not working
major water leaks or no water
blocked or broken toilets or sewer issues
damage affecting the security of the home
Report water leaks as soon as you notice them.
Keeping your home warm and dry
Keeping your home warm and dry helps protect your health and your home.
ŌCHT recommends:
using curtains to trap warmth from the sun
using heat pumps correctly and aiming for 18–21°C
reducing moisture by using extractor fans, covering pots while cooking, and wiping down wet surfaces
removing mould early and reporting it if it becomes a problem
If you need help using your heat pump or ventilation system, contact ŌCHT.
Being a good neighbour
ŌCHT encourages tenants to be considerate, respectful, and responsible members of their community.
This includes:
keeping noise to a reasonable level, especially at night
keeping shared areas clear and tidy
ensuring visitors behave respectfully
following the law and respecting others’ right to feel safe
Problems with loud noise?
Call Christchurch City Council Noise Control on 03 941 8999
then call ŌCHT. We can follow this up as a tenancy issue.
Problems with dogs?
Call Christchurch City Council Animal Control on 03 941 8999
then call ŌCHT. We can follow this up as a tenancy issue.
Anti-social behaviour
ŌCHT takes anti-social behaviour seriously. This includes behaviour that unreasonably interferes with others’ enjoyment of their homes, such as repeated noise disturbances, intimidation, harassment, property damage, or illegal activity.
If you think someone is in physical danger, or it is a criminal matter, call the police immediately on 111
If you think police should be involved but it is not an emergency, call the police on 105
then let ŌCHT know so the issue can be addressed by us as your landlord.
ŌCHT’s focus is on resolving issues early and fairly wherever possible.
Keeping your home secure
Lock doors and windows when you’re not home.
If someone says they work for ŌCHT, ask for ID. If they can’t provide it, don’t let them in and contact ŌCHT.
Keys
ŌCHT provides two keys for your home. Replacement keys are at your cost, and only our approved locksmith James Bull can cut keys for ŌCHT homes.
If you need to replace a key, you’ll need to get it done yourself and at your cost by visiting James Bull Locksmiths, 25 Sandyford Street, Sydenham, Christchurch (03 366 7123) during business hours .
When you signed your tenancy agreement you selected a password. Please remember this password – you’ll use it to prove who you are when you ask to get a new key cut.
Contents insurance
Your belongings are your responsibility. ŌCHT’s insurance does not cover your personal possessions. Contents insurance is optional but recommended.
Pets and changes to your home
Always check with ŌCHT before:
bringing a pet into your home
making alterations or improvements
We will explain what is allowed and whether approval is needed (it usually is).
