Chorus is committed to support reducing cancellations, and we’ve been working to improve our processes. One of the tactical initiatives identified was to improve the lead time when seeking landlord permissions with Kainga Ora (Housing New Zeland).

We have been trialling a process where we engage with Kainga Ora directly to obtain Landlord approval, before our technicians arrive onsite for the installation.

Throughout the trial, we have tested different approaches and automated solutions between Chorus and our service companies to deliver an effective process for all involved. Following development and implementation we have automated the transactions between Chorus and Kainga Ora, we are now able to move the trial to standard operations. Chorus and Kainga Ora have designed an automated proactive process approach, to identify and gain approval upfront. 

What it means for retail service providers

You don’t have to do anything different, just be aware of the below and inform your customer of the process for Kainga Ora premises.

• What happens to the end user terms?
  The tenant must sign it on behalf once landlord approval is confirmed by Kainga Ora.
• How can tenants confirm landlord approval is gained?

Should a tenant have access concerns or the approval is not clear on the order, our technicians will, if requested advise the tenant how to call Kainga Ora on 0800 801 601 Option 6, and a representative will be able to confirm the approval. Alternatively, the technician will assist with calling the number and confirming on behalf of the tenant at site.

 

• What happens when landlord approval is required?

Technicians will follow the ‘standard no landlord permission’ process advising service partner dispatch it is a Kainga Ora property without approval. Dispatch will contact Chorus to gain the approval, and reschedule the appointment

 

• Will this change affect the current process?

No, the current process will remain the same however, before moving an order in PTA (Provider to Advise) please check the notes for an auto message advising the order is Kainga Ora (HNZ) awaiting approval as per link below;

 

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(link to be inserted from webpage to show auto-message)

Hi Team,

This order has been identified as a Kainga Ora (Housing NZ) owned address and as such we will now be following the Kainga Ora Landlord Approval process where Chorus will engage Kainga Ora directly and request approvals for you.

During this time the order will be moved to Provider to Advise where this will remain on hold and we ask that you do not rebook the order or action the PTA during this status unless confirmation has been provided that the Consent has been gained and we have this.

Once we receive confirmation of the consents from Kainga Ora we will move this order to a held status for you to be able to schedule this order with your end customer.

If you find you have any questions regarding this order, please feel free to flag the order with an interaction in the first instance.

Warm regards,

Chorus provisioning

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Next steps & contact

Please note that this new process will be fully released on 30 July 2020.

If you wish to know more or have any questions, please contact your Chorus Service Delivery Manager.