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:
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.
Obtain a copy of the Complaint Form from your local branch, or via the link below.
Make sure you include as much information as possible about your complaint.
Anonymous complaints are only investigated in special circumstances.
Lodge the Complaint Form to our Complaints Officer via email at feedback@homeinplace.org or with your Tenancy Relations Officer. Alternatively, complaints may be lodged in person at any of our offices or over the phone.
We will send you a letter to let you know we received your complaint and will start investigating it. We may need to contact you if we need more information.
Following the investigation, a formal response will be forwarded to you in writing
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/
Some complaints MUST first be reported to the relevant authority.
Home in Place cannot investigate alleged criminal/illegal behaviour and this type of alleged activity should be reported to the police.
Examples of behaviour that must be reported to the police includes:
Certain matters must be reported to your local Council, including excessive dog barking, dangerous or roaming animals and cars blocking footpaths.
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.
Complaints regarding a breach of CID Code of Conduct
Home in Place is committed to adhering to the Council for International Development (CID) Code of Conduct.
If a person has reasonable grounds to believe there has been a breach of the Code, they may make a complaint to CID.
Complaints against a member may be initiated by any member of the public, other CID members, and any other body.
The independent Code of Conduct Committee is responsible for investigating complaints. The process through which complaints are investigated and findings determined is outlined in CID Code of Conduct Complaints Handling available at https://www.cid.org.nz/make-a-complaint/
Home in Place (New Zealand) Ltd
38A Liverpool Street Auckland CBD, AUCKLAND 1010 New Zealand
Ph 0800 124 663
Copyright © 2022 Home in Place (New Zealand) Ltd