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How does Kāinga Ora define frontline staff and operational support staff? and 2 other questions

Answered 672, 673, 675 (2026)
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Asked by

Kieran McAnulty

List MP · Labour Party

Questions

  • 672

    How does Kāinga Ora define frontline staff and operational support staff?

  • 673

    How many operational support staff were employed by Kāinga Ora at 30 June 2025 and how many were employed 31 December 2025?

  • 675

    How does the 563 decrease in Kāinga Ora frontline and operational support staff between 2023/24 and 2024/25 breakdown by frontline staff and operational support staff?

Answered by

Hon Chris Bishop

Member for Hutt South · National Party · Minister of Housing

Answer

For the 2024/25 Annual Review, I am advised Kāinga Ora – Homes and Communities split frontline and back-office roles by mapping cost centres. Customer facing and core delivery cost centres were treated as Frontline, while support services (e.g., finance, IT, leadership) were mapped to Back Office. Under this earlier approach, support roles sitting within frontline business groups were also grouped as frontline by default. In November 2025, Kāinga Ora introduced a new definition of Frontline Staff, limited to positions with direct, face-to-face contact with tenants or direct customer interaction via service channels. All roles were reassessed, and support roles within frontline business groups, that do not have direct customer contact are now classified as back office. Kāinga Ora does not have a separate category for Operational Support Staff. This is also my response to questions 673 (2026) and 675 (2026).