Introduction
A disagreement over rent, repairs or the bond can quickly become time-consuming. A clear record of what happened, a practical conversation and an understanding of the available process give both parties a better starting point.
In New Zealand, Tenancy Services and the Tenancy Tribunal have different roles. Knowing which help you need is useful when an issue cannot be settled directly.
What Are Tenancy Services?
Tenancy Services provides information for landlords and tenants, administers tenancy bonds and helps people resolve disputes. Its guidance can help you understand the relevant responsibilities before deciding how to proceed.
Start with the signed tenancy agreement, the payment or maintenance records and a clear description of the problem. Separate the facts you can document from the outcome you would like.
What Is the Tenancy Tribunal?
The Tenancy Tribunal hears residential tenancy disputes and can issue binding orders. Both sides have an opportunity to present their position and supporting evidence.
The process you need depends on the issue. Some disputes can be resolved through an agreement; others need a Tribunal decision.
| Tenancy Services | Tenancy Tribunal |
|---|---|
| Information and guidance | Independent adjudication |
| Bond administration | Hears evidence from both parties |
| Mediation and resolution services | Can make binding orders |
Good to know
You do not need to treat every disagreement as a court case. First establish the facts and the outcome each party is asking for.
Common Reasons for Tenancy Disputes
Disputes can concern a missed payment, a disagreement about responsibility or a different understanding of what was agreed. Common examples include:
- Rent arrears or an incorrect payment record
- Damage and whether it goes beyond fair wear and tear
- Repairs that have not been completed
- The amount of a bond refund
- A proposed rent increase
- Health and safety concerns
- A possible breach of the tenancy agreement
Step-by-Step Dispute Resolution Process
A useful first step is a short written account of the issue: what happened, when it happened, what evidence exists and what would resolve it. Keep communications calm and specific.
1. Discuss the issue
Explain the concern, ask for the other person’s account and propose a practical next step. Record any agreement, including dates and responsibilities.
2. Consider FastTrack Resolution
Where an agreement has already been reached and the matter is suitable, FastTrack Resolution can formalise it through Tenancy Services. Check eligibility and application requirements first.
3. Use mediation
An independent mediator can help the parties explore a solution. The mediator does not decide who is right; the aim is an agreement both parties understand and accept.
4. Apply to the Tribunal
If the matter needs a formal decision, check the application requirements and prepare the evidence relevant to each claim.
5. Review the outcome
Read any agreement or order carefully. Note what must happen next, who is responsible and any deadline.
When Mediation Is Not Available
Some matters need to go directly to a hearing, and some cannot be resolved by agreement. Check the process for your particular application with Tenancy Services instead of assuming mediation is always required.
What Happens at the Tenancy Tribunal?
Prepare a clear timeline and the documents that support it. An adjudicator considers the evidence and the applicable law, then makes a decision.
Your supporting information might include the tenancy agreement, payment records, inspection reports, dated photographs, correspondence and invoices. Keep it relevant to the claims being considered.
| Stage | What happens |
|---|---|
| Application | The claim and requested outcome are set out. |
| Preparation | The parties organise relevant documents and evidence. |
| Hearing | The adjudicator hears the parties and considers the evidence. |
| Decision | An order sets out the Tribunal’s decision. |
Good preparation matters.
A short, ordered set of records is more useful than a large collection of messages with no explanation. Link each document to the issue it helps establish.
Can You Appeal a Tribunal Decision?
There are limited routes to challenge a decision, including a rehearing or an appeal to the District Court where permitted. Different requirements apply, and deadlines are short. Check the current guidance and seek advice promptly if you are considering either option.
Practical Tips for Landlords
Good records are useful long before a disagreement arises. Build them into the way the property is managed:
- Keep the signed agreement and any later written changes together.
- Maintain an accurate rent ledger.
- Record inspections with dated photographs.
- Keep maintenance requests, quotes and completion records.
- Confirm important conversations in writing.
- Make the requested outcome clear before escalating a dispute.
- Ask for help early if you are unsure which process applies.
CGPM can help owners manage the day-to-day communication and records that make issues easier to address.
Talk to our teamCurrent process information:
Self-resolutionFastTrack ResolutionMediationTenancy TribunalRehearings and appealsGeneral information for owners and tenants. The right next step depends on the particular tenancy and circumstances.
