Complaints

We want you to feel confident and supported in your home

We know sometimes something may go wrong, whether it’s how we communicated, how a situation was handled, or the quality of a service you received.

If that happens, we want to hear from you so we can listen, learn, and resolve the matter quickly and fairly.

For urgent matters such as safety, maintenance, tenancy issues, or neighbourhood concerns that need immediate attention, please always call us first on:

0800 624 456

You can raise an issue about our service

You can raise a complaint if you are not satisfied with the quality or standard of a service we have provided, how we handled a matter, or how we’ve behaved

For example, you might be unhappy with how a maintenance issue was addressed or how a report of a neighbour concern was managed.

We encourage you to tell us so we can work toward a resolution.

Making a complaint

You can make a complaint in whichever way is easiest for you:

  • Call us on 0800 624 456. We will make every effort to resolve the matter there and then. If that's not possible, we will help you through making a complaint.

  • Write to us at
    Ōtautahi Community Housing Trust
    PO Box 53
    Christchurch 8140

  • Email us at admin@ocht.org.nz

Please be sure to include:

  • your name, address and preferred contact details;

  • as much detail about your complaint as possible, including dates and times if possible.

We will acknowledge your complaint within five working days and let you know who will be handling it.

How we handle complaints

Once your complaint is acknowledged:

  • we will work with you to understand the issue and agree on a realistic timeframe for resolution

  • a member of our team will stay in contact and let you know progress

  • we will work toward a solution that addresses your concerns where possible

If we cannot resolve the complaint immediately, we will explain what will happen next and when you can expect further communication.

Independent review

If you are unhappy with the outcome of our initial complaint process, you may ask for an independent review within ŌCHT.

A senior member of the leadership team will re-review your case and advise you of the outcome.

If you remain dissatisfied after the internal review, you may also choose to seek resolution through Tenancy Services, which can provide free mediation and dispute resolution services. See tenancy.govt.nz or call Tenancy Services 0800 836 262 for more information.

What this process does not cover

There are some matters that cannot be handled through this complaints process:

  • complaints about another neighbour: please contact us on 0800 624 456 so we can determine if it’s a tenancy or community issue we need to address with all parties involved

  • insurance claims: once a claim is with our insurer, complaints about insurance decisions need to go through the insurer’s own process

  • legal disputes where action has already begun: please contact us on 0800 624 456 for guidance on next steps

  • issues older than six months that were not brought to our attention at the time, unless you have only recently become aware of them

  • questions about the amount or reasonableness of your rent — these are managed separately via the tenancy process

If you need help raising an issue, you may arrange for an advocate to assist you. We will need your written consent before we can discuss details with the advocate.

Complaints about neighbours

Complaints about neighbours are typically tenancy issues rather than service complaints. Please contact us on 0800 624 456 so we can determine the appropriate way to support you — whether through tenancy advice or appropriate intervention.

For matters that might involve illegal activity, please contact Police first (111 in an emergency, or 105 for non-emergencies), then notify us so we can assist with any related tenancy issues.

We’re here to help

We take complaints seriously and aim to resolve them as quickly and fairly as possible. Your feedback helps us learn and improve how we support tenants and the broader community.

If you have questions about making a complaint, or need support through the process, please get in touch:

Visit: 61 Kilmore Street, Christchurch Central
Call: 0800 624 456
Email: admin@ocht.org.nz

For all urgent maintenance, tenancy or neighbourhood issues, please call us to get a quick response.

0800 624 456