Te Kāinga Aroha

For all general enquiries about your tenancy, email us at [email protected]. We aim to respond to you within two working days.

If you have a maintenance issue that requires urgent attention after-hours (between 9pm – 7am), call the Wellington City Council Contact Centre on 04 499 4444.

Non-urgent maintenance issues should be reported via wcpm.co.nz (see ‘Faults and maintenance’ section below for more information about reporting maintenance issues).

There is no car parking at Te Kāinga Aroha, but there is plenty of paid on-street parking for short periods of time. There are also several car parking buildings within a short walk if you need to park a vehicle for a longer period.

If you don’t have a car and are not going far, you can easily get around on foot or by bus.

For your security, the external doors have an electronic door entry system so that only authorised people can enter the building. Please do not let anyone into the building you don’t know.

An intercom system allows you to let your visitors into the building and to access your floor, from your apartment. Your keys open only your apartment. Your secure door entry fob only permits entry to your own floor via the lift.

If you are in the stairwell, the only exit points are at the ground floor and basement.

Please note that costs will be incurred for any lost keys or fobs.

Each tenant will be given a key and fob when you move in. If you need a replacement key or fob, you can request one by emailing us at [email protected] 

The cost of a replacement key is $25.00, and a fob is $67.00.   

We’ll let you know when your replacement is ready to collect from our Te Kāinga office on Willis Street. 

Please note that keys and fobs are only available to people listed on your tenancy agreement, and we will not provide extra ones for guests. 

Every apartment has smoke alarms, sprinklers, and a fire alarm system for your safety. The alarms and sprinklers are extremely delicate and should not be touched or tampered with. Take care not to knock these with furniture or large items.

The fire safety system will be explained to you as you move in and there is a copy of the fire safety scheme located on the rear of your apartment door.

In an emergency, use the stairs to exit and not the lift. The two stairwells are located either side of the lifts and you should exit in the basement and into Feltex Lane at the rear of the apartment building.

Still have questions? Check out the fire safety FAQs here.

Te Kāinga Aroha is a smoke-free building. Smoking and vaping are not permitted anywhere inside the building. If you smoke, please do this outside, well away from doors and windows.

Rubbish and recycling bins are in the basement. You are responsible for bringing down household rubbish and recycling. We encourage you to recycle – be sure to separate your recycling into the appropriate bins.

You will need to arrange your own disposal of large items, including furniture. Please do not leave large items for disposal in the corridors or rubbish room. Costs may be incurred if any such items need to be removed from these areas.

For your safety and security, there is CCTV in all communal areas including the entrance lobby, stairwells, corridors, basement, and rubbish area.

If you’ve not lived in an apartment before, you might notice that noise travels. Please be mindful of your close neighbours and ask your visitors to do the same.

If one of your neighbours is causing an excessive amount of noise, as a first step we recommend you knock on the door and ask them to reduce the noise. Often a friendly word is all that is required.

If this is unsuccessful, you can contact Wellington City Council’s Noise Control team on 04 499 4444. They will need your contact information, and you will need to provide them with access into the building.

Pets are not permitted at Te Kāinga Aroha.

Report maintenance issues directly to the building maintenance team (WCPM) via their website: www.wcpm.co.nz

Only include one maintenance issue per request – if you have multiple issues, you will need to submit a form for each one.

If you have a maintenance issue that requires urgent attention after-hours (between 9pm – 7am), call the Wellington City Council Contact Centre on 04 499 4444.

All non-urgent matters should be reported via wcpm.co.nz and will be responded to the next day.

The timeframe to attend to a maintenance job depends on how urgent it is. When you complete a maintenance request form, select the relevant priority of the job. To see examples of different priority jobs, see this table. Note this is not a complete list.

Your apartment comes with the following:

• Fridge/freezer
• Dishwasher
• Oven and hob
• Rangehood
• Combined washing machine/dryer.

Appliance user guides are available on request. Please email us at [email protected] to request them.

Appliances are your responsibility to clean and use as per their intended purpose. Clean your oven and rangehood filters on a regular basis to avoid a build-up of food matter and fat that can pose a fire risk.

If there is a fault with any of your appliances, report it as soon as possible via www.wcpm.co.nz  

Your windows are double glazed and have thermal blinds, which helps keep the heat in during the winter and out during the summer. Open your windows daily, even if for a short time, to allow fresh air into your apartment and to prevent a build up of moisture and mould.

A mechanical ventilation system supplies air to the apartment at around 18°C. The system is intended to keep the apartment at a comfortable temperature, without the need for additional heating. If you would like to request a permanent, fixed heater, please email us at [email protected]

Wi-Fi is included as part of your tenancy and you will be provided with a password when you move in so that you can connect to the building Wi-Fi.  

You are welcome to have your own internet installed at your own cost. You should arrange this directly with your preferred internet provider. Each apartment has the necessary infrastructure to enable an additional internet source.

Your apartment has its own electricity meter. Contact your preferred electricity provider to set up your account at the start of your tenancy. The ICP/meter details for your apartment will be supplied to you by the Te Kāinga team when you move in.

Your hot water is supplied through a centralised heating system. Your apartment has its own meter and you will be charged each month for the hot water you use. EMP Limited manages this service on behalf of the building owner. Please contact EMP before you move in to set up your account.

EMP contact details

• Email: [email protected]
• Phone: 04 282 1561

Please reference the building (Te Kāinga Aroha) and your apartment number at 197 Willis Street.

Your mailbox is located on the ground floor next to the lifts. You will receive a key to your mailbox when you move in. Additional and replacement keys can be provided at your cost.

Mail and parcels left by the mailboxes are your responsibility. If you do not wish to have parcels left in the mailbox area, please make arrangements with the courier so that you can be home to collect your delivery. Alternatively, you may wish to have packages delivered elsewhere, like to your workplace or courier depot.  

Bike racks are in the basement area, next to the rubbish room.

Please use the Feltex Lane entrance to the basement when you have your bike with you. Bikes should not be taken through the Willis Street front entrance, or into the lifts.

Bikes left in the bike racks are your responsibility. Although access to the basement is secured to authorised people only, we recommend you lock your bike when using the bike rack.

There are no electric charging facilities in the basement.

We will carry out an inspection of your apartment every six months from the start of your tenancy. This gives us an opportunity to see that everything in your apartment is in working order.