Complaints and Feedback

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Home in Place is committed to ensuring all tenants and applicants have fair and equitable access to its services.

If you are not happy with our service, standards, practices or policies, you have the right to make a complaint. You may think we are taking too long to get something done or you are not happy with the outcome. You can complain about any part of the service you receive. Home in Place welcomes complaints and views them as a way to improve services and be accountable to tenants.

We hope that most complaints can be resolved by discussing it with the staff member, however sometimes this may not be successful, or you may not consider it appropriate to do so.

The following information is important to remember about our complaints system:

• Complaints can be lodged in person, over the phone or by email.
• Complaints received will be recorded in an appropriate manner and will be acknowledged within 3 business days of the complaint being received.
• Home in Place will respond to all complaints in a confidential, effective, and timely manner.
• Complaints will be investigated as quickly as possible in accordance with company policies and procedures. Complaints that relate to a simple matter should be finalised within seven days to a maximum of 30 days. 
• You have the right to use an advocate or a friend to assist you throughout the process. 
•  All complaints will be reviewed and all information available at the time of complaint will be considered. 
• If you are not satisfied with the outcome of your complaint, there are a variety of external avenues available. They may include, making an application to the Tenancy Tribunal.

Please note, to protect the rights and privacy of tenants and staff, we may not be able to advise you of the specific outcome and/or details of management actions exercised if it involves other parties. 

For more information, please refer to our Policies page.  

Home in Place takes all complaints about antisocial or disruptive behaviour seriously and will investigate each incident in a fair and reasonable manner.  Home in Place will give tenants the opportunity to respond. Tenants can have a support person or advocate help them with this process. 

Home in Place can only act when satisfied that the antisocial/disruptive behaviour has occurred, and the complaint relates to a tenancy issue. 

If an incident is substantiated, Home in Place must provide the tenant with a reasonable chance to address their behaviour. We may take a range of actions to help the tenant address the behaviour and maintain their tenancy, including referral to a support service, closely monitoring the tenancy or action in the Tribunal.

Incident Diaries – Reporting Ongoing Issues

To assist Home in Place in effectively investigating incidents, please provide substantiated evidence supporting any allegations of Anti-Social Behaviour. This includes completing an Incident Diary available HERE or from your local Home in Place office.

Once completed, submit the Incident Diary to our Complaints Officer via email at feedback@homeinplace.org.

Home in Place can only investigate allegations if the alleged behaviour may be a breach of a tenancy agreement.

Neighbourhood Disputes

Where there is a dispute between neighbours, Home in Place will encourage the parties to try and resolve the dispute through mediation. For more information, go to https://www.tenancy.govt.nz/disputes/disputes-process/ 

The appeals review process starts when a tenant or client believes that a decision made by Home in Place is not correct and they have not been able to resolve the issue through discussion with Home in Place staff responsible for making the decision. 

How do I lodge an appeal?

Download the Appeal Request Form HERE or obtain a copy from your local branch office.

Lodge the Appeal Form, including supporting documentation and any new information since the original decision at your branch office, via email to feedback@homeinplace.org or, via post to Home in place PO Box 20-032, Glen Eden Auckland.

You will receive a letter confirming receipt of your appeal as soon as practicable and advisement of what will happen next.

You can request an interview, if deemed necessary, you can bring a friend or advocate for help or support. Please advise Home in Place if you require an interpreter.

Your Appeal Request will be reviewed by management and then, if required, will be referred to the Home in Place Internal Review Committee for determination. You will be notified, in writing, of the outcome of the review.

For more information, please refer to our Policies page.