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.