Description
This comprehensive induction programme is designed specifically for new tenancy managers working in Aotearoa New Zealand’s community housing sector. Developed by Community Housing Aotearoa, the course equips you with the essential knowledge, skills, and ethical frameworks needed to navigate the unique challenges and rewards of tenancy management.
Over the course of seven modules, you will explore both the ‘what’ and the ‘why’ of the role, moving beyond simple property management to understanding how to support tenant wellbeing and enable sustainable tenancies.
What you will learn
The programme is divided into seven modules covering the full scope of tenancy management:
Module 1: The Role of a Tenancy Manager
Gain a clear understanding of your role within the community housing sector. This module covers the difference between organisational approaches and legal minimums under the Residential Tenancies Act, the requirements for registered Community Housing Providers (CHPs), and how to advocate for tenants while collecting data to support service improvements.
Module 2: The Tenancy Lifecycle
Follow the journey of a tenancy from start to finish. You will learn how to apply criteria for matching tenants to properties, prepare properties for new tenants, explain tenancy agreements and rent calculations in plain language, and follow correct procedures for ending tenancies.
Module 3: Trust-based relationships
Develop the skills to build trust-based relationships with tenants and whānau. This module focuses on recognising unconscious bias and privilege, communicating in a culturally appropriate way, maintaining professional boundaries, and making fair, justifiable tenancy decisions using ethical thinking.
Module 4: Privacy in Community Housing
This module focuses on understanding your obligations regarding tenant information and the legislative framework, including the Privacy Act 2020, Family Violence Act 2018, and Oranga Tamariki Act 1989. You will learn to define personal information and privacy breaches, identify your organisation’s Privacy Officer, and distinguish between mandatory and discretionary information sharing. The content covers practical skills for collecting, storing, and accessing data, managing consent, and responding to information requests. Finally, you will explore ethical considerations and professional judgement to ensure respectful engagement with tenants while maintaining safety and compliance.
There are two parts to this module – the first part is the Privacy ABC course from the Office of the Privacy Commissioner. The second part is CHA’s own Privacy in Community Housing, which builds on the information from the Privacy ABC course, with learning material designed especially for the community housing context in Aotearoa New Zealand.
Module 5: Documentation and Inspections
Learn to manage the physical assets of community housing. This module covers the Healthy Homes Standards, the difference between reactive and preventative maintenance, and how to use property inspections to strengthen tenant rapport. You will also learn about documenting inspections accurately and responding to issues like hoarding and squalor.
Module 6: When Things Go Wrong
Gain confidence in managing difficult tenancy situations. This module guides you through handling complaints, managing antisocial behaviour and arrears, and understanding the Tenancy Tribunal process—including how to gather strong evidence and represent your organisation effectively.
Module 7: Safety, Wellbeing, and Risk
Prioritise safety for yourself, your tenants, and the community. You will learn to use safety protocols during property visits, identify and mitigate risks, and use techniques to manage stress and maintain your own wellbeing in a demanding role.
