Customer Handbook
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.
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
- Keys and access codes are provided on move-in day.
- We'll complete an inventory together
- You'll be shown how to use appliances and heating
- Emergency contact details will be provided
Your Licence Agreement
- Your agreement sets out the terms of your stay
- It includes payment details and notice periods
- Keep a copy safe for your records
- Ask us if anything is unclear
Moving In
- Keys and access codes are provided on move-in day.
- We'll complete an inventory together
- You'll be shown how to use appliances and heating
- Emergency contact details will be provided
Your Licence Agreement
- Your agreement sets out the terms of your stay
- It includes payment details and notice periods
- Keep a copy safe for your records
- Ask us if anything is unclear
Regular Visits
Support & Wellbeing
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
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
Repairs & Maintenance
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:
- No heating or hot water
- Major water leak or flooding
- Total loss of electricity
- Broken locks or security issues
Non-Emergency Repairs
We aim to complete within 28 days. This includes:
- Minor plumbing issues
- Damaged fixtures or fittings
- Appliance repairs
- General wear and tear
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:
- No heating or hot water
- Major water leak or flooding
- Total loss of electricity
- Broken locks or security issues
Non-Emergency Repairs
We aim to complete within 28 days. This includes:
- Minor plumbing issues
- Damaged fixtures or fittings
- Appliance repairs
- General wear and tear



