The Department of Building & Housing have made some significant improvements to their services since the middle of 2011. They would like feedback from property investors all over New Zealand as to how they are coping with the changes and any suggestions would be welcome.
Unlike some Government Departments, when introducing new ways of doing things, the DBH has at least asked for feedback. They do need to be applauded for this request. Personally I have found the changes challenging and difficult but some of the new processes are great. The call centre phones must have been having a hammering because I frequently hear the message “due to overloading your call has been terminated”
Overview of Changes
From 27 June, the Department of Building and Housing introduced a number of improvements to the way we provide services. These improvements have been designed to
- provide a faster dispute result for clients and
- have a higher percentage of disputes resolved at the first resolution attempt.
These improvements were highlighted in a review we conducted in 2010 that focused on how we can provide better, faster, smarter, more cost effective Residential Tenancy Services.
Some of the Improvements include:
- A single nationwide contact phone number 0800 TENANCY, so tenancy queries and requests get to the right place first time. If you are making contact with us call 0800 TENANCY (0800 83 62 62) or email info@dbh.govt.nz
rather than contacting a local office directly - New quality assurance checks, so applications for dispute resolution are processed correctly the first time
- Best fit resolution approach – based on your application type, we will assess what is the best resolution type (mediation or tribunal) for each application.
- Application types that are most often only resolved at tribunal will be scheduled directly to the tribunal hearing (unless requested otherwise by you on the application form).
- You can request on the application form for an application to go to mediation or to go straight to the tenancy tribunal. (i.e. waive mediation)
- National scheduling of applications will be performed by a centralised team for increased efficiency and consistency.
- Notification of scheduled appointments will be emailed to you
- the day the application is scheduled for a mediation or tribunal hearing
- 3 days prior to the appointment.
- Notification of scheduled appointments are emailed with reminder texts sent to your tenants (including a reminder text sent the day of the appointment). Make sure you provide an up-to-date email and cellphone number for your tenant on your application
- If your tenant does not attend a scheduled mediation the application will be referred for a Tribunal hearing that day.
- If the applicant is not able to be reached at the time of a scheduled mediation the application may be withdrawn. If the application missed the scheduled appointment still call us on 0800TENANCY as we will try to reach your tenant to mediate during the day.
For more information on making an application to the Tenancy Tribunal see: http://www.dbh.govt.nz/tribunal-info-for-landlords
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Another unlikely story from Glenn
By popular demand here is another story. Last month’s story mysteriously was not appreciated by at least one person. This is the risk us writers take all the time. Anyone reading these words are asked to lighten up and laugh with me and you. The intention is not to hurt people’s feelings but share with fellow landlords the joys and heartaches that go with our sometimes unpleasant business. Of course people that are not landlords are expected to see things differently to us lot.
Hello Glenn this is your tenant from the four bedroom house in Richmond. My friend and I are the tenants with the fixed term tenancy. I have just found my house being advertised on Trademe and wondered why I was not informed.
Really I said. Your friend has written to me asking for the lease to be ended. Well surely I need to be informed first before that happens she yelled at me. Goodness I said how often do you see and talk to your friend in the house.
Surely she should have told you. No it is your responsibility to tell me the drone wailed. You are going to hear from my lawyer about this…
Glenn Morris is the owner of Nelson property management company, “Glenn’s Vacancies”, managing residential and commercial investments. He is the current secretary of the Nelson Property Investors Association. He was active in the review of the RTA and is a well-known figure in the property investment community. He has a reputation for effectively managing difficult tenancies.”
