Customer Handbook

Everything you need to know about your home, your rights, and the support available to you

Welcome to Your
New Home

We’re glad you’ve chosen to live with Auckland Home Solutions. This handbook is designed to help you settle in and understand how we work together.

Our goal is to provide safe, supportive housing where you can thrive. We’re here to help you every step of the way.

If you have any questions that aren’t answered here, please don’t hesitate to get in touch with us.

Person-Centred Support

We treat everyone as an individual with unique needs.

Working Together

We believe in partnership and open communication.

Safe & Secure

Your safety and wellbeing are our top priority.

Your Home

Moving In

Your Licence Agreement

Regular Visits

Our team will visit regularly to check on the property and to ensure you have everything you need. These visits are usually arranged in advance, and you’ll always be informed beforehand. If you need to reschedule, just let us know.

Support & Wellbeing

We’re more than just a housing provider. Our team is here to support your journey towards independence and wellbeing. Everyone’s support needs are different, and we’ll work with you to create a plan that suits you.

Personal Support

Help with daily tasks, appointments, and building independence.

Mental Health

Access to wellbeing support and signposting to specialist services.

Living Skills

Support with cooking, budgeting, and household management.

Struggling with rising costs

Anyone finding it hard to afford food due to increased living expenses

Your Support Plan

When you move in, we’ll work with you to create a personal support plan. This document outlines your goals and how we can help you achieve them. It’s reviewed regularly and can be updated at any time.
Remember: asking for help is a sign of strength, not weakness. We’re here for you.

Repairs & Maintenance

We’re responsible for keeping your home in good repair. Please report any issues as soon as you notice them – small problems can become big ones if left unattended.

1. Report the Repair

Contact us by phone, email, or through your support worker. Describe the problem clearly.

2. We Assess & Book

We'll categorise the repair by urgency and book a convenient time with you.

Repair Completed

Our contractor will complete the work. You may need to be home to allow access.

Emergency Repairs

We aim to respond within 24 hours. Emergencies include:

Non-Emergency Repairs

We aim to complete within 28 days. This includes:

Need Help Today?

Our team is here to support you. If you have questions about your tenancy, repairs, or our services, please get in touch.
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