HNZ ser­vice

Kapi-Mana News - - OPINION - KAY READ, gen­eral man­ager, Hous­ing NZ Ten­ancy Ser­vices

Ed­i­tor,

Mana MP Kris Faafoi is in­cor­rect in say­ing that Hous­ing New Zealand Cor­po­ra­tion’s 0800 ser­vice fails to meet the needs of ten­ants (KMN, Septem­ber 4).

The Cus­tomer Ser­vices Cen­tre is open 24 hours a day, seven days a week, and can re­solve most rou­tine in­quiries on the spot.

Call re­sponse times are now rou­tinely well within our tar­get of four min­utes for 70 per cent of calls an­swered – last week, for ex­am­ple, the av­er­age time to an­swer was 99 sec­onds.

The hous­ing ad­vis­ers who take the calls deal with a wide va­ri­ety of ten­ants and their prob­lems. It is a dif­fi­cult job, and they do it with skill and sen­si­tiv­ity.

The high main­te­nance ten­ants Mr Faafoi refers to are well taken care of; the cus­tomer ser­vices cen­tre has freed up our ten­ancy man­agers from an­swer­ing phones so they can spend more time in the community deal­ing with com­plex is­sues.

I in­vite Mr Faafoi to pick up the phone and try the ser­vice. Bet­ter still, come in and see it for him­self.

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