What process does Kāinga Ora require staff to follow to obtain tenant consent before replacing an appliance or chattel and charging the cost to the tenant; and is that process documented in writing?

Answer

I refer the member to my response to written question 7436 (2026). Kāinga Ora – Homes and Communities advises me that it repairs damage to its homes quickly and responsibly. If the tenant or someone they are responsible for caused the damage, it charges them for repairs. Kāinga Ora should not charge tenants for fair wear and tear, accidental damage, or where the damage was caused by family violence, but will charge for damage that is careless or intentional. Guidelines are provided to staff about the process. Typically, a discussion is held with the tenant before charging them damages or replacement costs. Where a tenant disputes that damage charge, Kāinga Ora encourages the tenant to work with them to resolve the issue, which may include mediation or the tenancy tribunal.