| Outputs |
Measures |
Standard 2006/07 |
Standard 2007/08 |
Residential Tenancy Advice and Guidance
Provide information, advice and guidance to residential landlords and tenants. |
Quantity
Number of tenancy advice enquiries |
200,000- 220,000 |
220,000- 240,000 |
Quality
Percentage of tenancy advice that meets or exceeds quality standards |
85% |
85% |
Timeliness
Call abandonment rate for tenancy advice |
Not to exceed 7% |
Not to exceed 7% |
Bond Management
Manage bond lodgements, refunds and investment as required under the Residential Tenancies Act 1986. |
Quantity
Number of bond lodgements |
180,000- 200,000 |
200,000- 220,000 |
| Number of bond refund requests |
205,000- 215,000 |
185,000- 205,000 |
| Number of bond advice enquiries |
180,000- 200,000 |
181,450- 200,550 |
Quality
Percentage of bond lodgements processed to agreed quality standards |
New measure |
95% |
| Percentage of bond refund requests processed to agreed quality standards |
New measure |
95% |
| Percentage of bond advice that meets or exceeds quality standards |
90% |
90% |
Timeliness
Percentage of bond lodgements processed within 10 working days of receipt4 |
Revised measure |
98% |
| Percentage of bond refund requests with the correct information completed within 2 working days |
New measure |
95% |
| Call abandonment rate for bond advice calls |
Not to exceed 5% |
Not to exceed 5% |
Compliance
Investigate and respond to alleged breaches of the Residential Tenancies Act 1986. |
Quantity
Number of investigations |
60-70 |
60-70 |
Quality
Percentage of compliance interventions resulting in voluntary compliance |
90% |
90% |
Timeliness
Investigations completed within 20 working days |
100% |
95% |
Residential Tenancy Dispute Resolution
Provide timely dispute resolution services that are accessible to our clients and connect with the different communities we serve. |
Quantity
Forecast volumes of Tenancy Tribunal applications |
43,000-50,000 |
46,000-51,000 |
Quality
Percentage of applications for dispute resolution resolved out of court (excluding vacated tenancies) |
65-70% |
65% |
| Percentage of Tenancy Tribunal applications resolved through telephone mediation |
New measure |
5-10% |
Timeliness
Percentage of applications referred to mediation that are scheduled within 10 working days of receipt |
80% |
80% |
Residential Tenancy Public Information and Education
Provide information and education to consumers and producers to enable them to make informed decisions. Deliver education programmes to community groups and the general public and liaise with industry groups. |
Quantity
Number of information seminars for landlord groups |
New measure |
25 |
| Number of advice clinics for tenant groups |
New measure |
25 |
Quality
Attendees satisfied with landlord seminars based on formal feedback forms |
New measure |
75% |
| Attendees satisfied with tenancy advice clinics based on formal feedback forms |
New measure |
75% |
Tenancy Tribunal Administration
Provide administrative support for the Tenancy Tribunal. |
Quantity
Number of Tenancy Tribunal hearings scheduled |
22,000-27,000 |
23,000-28,000 |
Quality
Percentage of hearings scheduled in accordance with the guidelines and standards set by the Principal Tenancy Adjudicator |
100% |
95% |
Timeliness
Percentage of tenancy applications proceeding to the Tenancy Tribunal having a hearing within 20 working days (excluding vacated applications) |
80% |
80% |
| Percentage of Tenancy Tribunal applications resolved through the telephone mediation process resolved within 24 hours |
New measure |
75% |
State Housing Appeals Authority Administration
Provide administrative support to the State Housing Appeals Authority, an external appeals authority established to hear appeals against Housing New Zealand Corporation decisions on the assessment of income-related rents, and applicants' eligibility and need for Housing New Zealand Corporation housing. |
Quantity
Number of appeals |
1-5 |
1-5 |
Quality
Administration of appeals meets the standards set by the Principal Member of the Authority |
Standards met |
Standards met |
Timeliness
Hearings held within 30 working days of application |
100% |
100% |