If your landlord won’t fix something in your rental, you have clear legal rights under the Residential Tenancies Act 1986. Start by reporting the issue in writing and keeping records of all communication. If there is no response, issue a formal 14-day Notice to Remedy. If the problem remains unresolved, apply to the Tenancy Tribunal, which hears approximately 20,000 cases each year. Free support is available through Tenancy Services NZ, Community Law Wellington, and the Citizens Advice Bureau.
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Your Options When Maintenance Requests Go Unanswered
Renting in Wellington should mean living in a property that is safe, warm, and properly maintained. Yet a common frustration for tenants across New Zealand is the landlord who doesn’t respond to maintenance requests, or who agrees to fix something but never follows through. Whether the issue is a leaking roof, a broken heater, damp walls, or a faulty stove, knowing your rights under NZ tenancy law is essential.
Under the Residential Tenancies Act 1986, landlords are legally required to provide and maintain a rental property in a reasonable state of repair. This is not optional. It applies regardless of the age of the property, its rental price, or the relationship you have with your landlord. Failure to comply is a breach of the tenancy agreement and the Act itself.
Rental problems in Wellington and across New Zealand are not rare. In 2024, over 29,000 applications were lodged with the Tenancy Tribunal, representing a 56% increase in just three years. Many of those cases involved maintenance and repair disputes that could have been resolved earlier with the right process. This guide walks you through exactly what to do, step by step.
The Correct Procedure: How to Formally Report Issues to Your Landlord or Property Manager
Many tenants make the mistake of only calling or texting their landlord about a problem. While that is a reasonable starting point, verbal communication creates no paper trail and can be difficult to prove later. Tenant maintenance rights in NZ are strongest when you have documented everything from the beginning.
Step 1: Notify Your Landlord or Property Manager in Writing
As soon as you identify a maintenance issue, notify your landlord or property manager in writing. Email is ideal, as it creates a timestamped record. Your message should clearly describe:
- The nature of the problem (for example, the hot water cylinder is not producing hot water)
- Where in the property the issue is located
- When you first noticed it
- Any immediate risk it poses to health or safety
- Your request that it be repaired within a reasonable timeframe
If your property is managed by a company like Taylor Property Plus, send your request directly to your property manager or use our Maintenance Concierge service. A professional property management service will have a formal maintenance request process, which helps ensure issues are logged, tracked, and actioned promptly.
Step 2: Understand What Counts as Urgent vs. Non-Urgent
Not all maintenance requests carry the same urgency. According to Tenancy Services NZ, landlords must respond to issues affecting health, safety, or security immediately. These include:
| Urgent Repairs (Immediate Action Required) | Non-Urgent Repairs (Reasonable Timeframe) |
| Burst pipes or major leaks | Broken appliances (oven, dishwasher) |
| Gas leaks or electrical hazards | Minor dripping taps |
| Broken locks or windows (security risk) | Worn or stained carpets |
| Serious weather damage (roof failure) | Cosmetic repairs (scuffed paint) |
| No heating in winter (Healthy Homes breach) | Garden maintenance items |
For urgent issues, your landlord or property manager must act immediately. For non-urgent repairs, a response within a few days to a week is generally considered reasonable, though the Act does not specify a strict timeframe. If no response is received, the next step is formal escalation.
Record Keeping: The Importance of Documenting All Communication and Evidence
One thing that separates tenants who successfully resolve disputes from those who don’t is documentation. If you ever need to escalate your complaint to the Tenancy Tribunal, your evidence will determine the outcome. Strong records protect you and validate your position.
What to Document
- Photographs and video: Take dated photos or video of the issue as soon as you notice it, and again if it worsens.
- Written communications: Save all emails, texts, and messages between yourself and the landlord or property manager.
- A maintenance log: Keep a simple written log with dates, what was reported, what response (if any) you received, and what happened next.
- Copies of all notices: Keep copies of any formal notices you send or receive, including the Notice to Remedy.
- Receipts and invoices: If you had to pay for urgent repairs yourself because the landlord failed to act, keep all receipts as you may be entitled to reimbursement.
The Consumer Protection website recommends tenants gather bank statements, dates and details of all conversations, photos of damage, and copies of all texts and emails before raising a formal complaint. This preparation significantly strengthens your case if it reaches the Tribunal.
One important note: you cannot stop paying rent because repairs have not been completed. Withholding rent is a breach of the tenancy agreement and could result in action being taken against you. Instead, keep paying rent while pursuing the correct resolution channels.
Escalation Pathways: From Notice to Remedy to the Tenancy Tribunal
If your initial written request is ignored or the issue remains unresolved, there is a clear escalation pathway under NZ tenancy law. Each step increases the formal pressure on the landlord to act.
Stage 1: Follow Up in Writing
If you have not received a response to your initial request within a reasonable timeframe, follow up in writing. Reference your earlier communication, note the date it was sent, and state clearly that you expect a response and a repair timeline. This follow-up strengthens your paper trail and gives the landlord a further opportunity to act before you take formal steps.
Stage 2: Issue a Notice to Remedy NZ
If the issue remains unresolved, you can issue a formal Notice to Remedy. This is the most important step in the escalation process and one that many tenants are unaware of. A Notice to Remedy is a written notice that formally alerts your landlord to the breach and gives them 14 days to fix it.
According to Tenancy Services NZ, if a landlord is required to fix something but does not, a tenant can issue a 14-day Notice to Remedy. This gives the landlord 14 days to complete the required work. A template Notice to Remedy form can be downloaded directly from the Tenancy Services website.
What a Notice to Remedy must include:
- Your name and the address of the rental property
- The name and contact details of the landlord or property manager
- A clear description of the breach (for example, the landlord has failed to repair the hot water system despite a written request dated [date])
- A statement that they have 14 days to remedy the breach
- The date the notice is issued
You can deliver a Notice to Remedy by email, post, or hand delivery. Since 30 January 2025, updated rules under the Residential Tenancies Amendment Act 2024 allow notices to be served electronically to any address for service listed in the tenancy agreement, including email or a messaging account. Keep proof of delivery.
Stage 3: Contact Tenancy Services for Mediation
Before going directly to the Tribunal, many disputes can be resolved through free mediation offered by Tenancy Services NZ. A trained mediator helps both parties reach a voluntary agreement. Mediation is confidential, free of charge, and often faster than a formal hearing. You can call Tenancy Services on 0800 836 262 (0800 TENANCY) to get advice or begin the mediation process.
Stage 4: Apply to the Tenancy Tribunal Wellington
If the Notice to Remedy expires without the issue being fixed, or if mediation fails, you can apply to the Tenancy Tribunal. The Tribunal is New Zealand’s specialist court for resolving tenancy disputes. It is informal, relatively quick, and can hear claims up to $100,000.
The Tribunal can order a landlord to carry out the required repairs, reduce your rent until repairs are completed, and pay you compensation for any losses you have suffered. In some cases, the Tribunal can even order the tenancy to end if the breach is serious enough.
Applications to the Tenancy Tribunal are made through Tenancy Services and cost $20.44 (at time of publication). Hearings are held at District Courts, including in Wellington. From March 2025, adjudicators can also resolve some disputes using supporting documents alone, without requiring both parties to attend in person.
Protecting Your Rights: A Step-by-Step Process for Seeking Resolution
To summarise everything in this guide, here is a clear step-by-step process for tenant maintenance rights in NZ when your landlord won’t fix something:
| Step | Action |
| 1 | Identify the issue and take photographs or video as evidence |
| 2 | Report the issue in writing to your landlord or property manager, clearly describing the problem and requesting repair |
| 3 | If no response or action within a reasonable timeframe, follow up in writing and reference your earlier request |
| 4 | Issue a formal 14-day Notice to Remedy, using the template from Tenancy Services NZ |
| 5 | If unresolved after 14 days, contact Tenancy Services on 0800 836 262 to explore mediation |
| 6 | If mediation fails or is not appropriate, apply to the Tenancy Tribunal through Tenancy Services |
| 7 | Seek free legal advice from Community Law Wellington or the Citizens Advice Bureau at any stage |
Know Your Retaliatory Eviction Protections
One concern that stops many tenants from raising maintenance issues is the fear of being asked to leave. It is important to know that under the Residential Tenancies Amendment Act 2024, landlords cannot end a tenancy in retaliation for a tenant exercising their rights, including requesting maintenance. If you receive a notice to end your tenancy after raising a legitimate maintenance complaint, you can apply to the Tribunal within 12 months to have that notice declared retaliatory and unlawful.
What to Do If You Cannot Afford Legal Advice
Legal costs should not be a barrier to asserting your rights as a tenant. In Wellington, several organisations offer free advice:
- Community Law Wellington and Hutt Valley provides free legal advice, including on tenancy matters, through in-person clinics and online services.
- Citizens Advice Bureau Wellington offers free, confidential information and support on tenant rights and dispute processes.
- Tenancy Services NZ provides comprehensive guidance, template notices, and a free helpline at 0800 836 262.
You do not need to hire a lawyer to take a case to the Tenancy Tribunal. The process is designed to be accessible without legal representation, though getting advice beforehand can help you prepare your evidence and understand what outcomes are available.
What Professional Property Management Means for Tenants in Wellington
Most of the situations described in this guide arise when landlords self-manage without proper processes or knowledge of their obligations. A professional property management company operates with clear maintenance protocols, a network of licensed tradespeople, and a responsibility to ensure legal compliance on behalf of the owner.
For tenants renting through Taylor Property Plus, all maintenance requests are logged formally, responses are timely, and issues are tracked through to resolution. This reduces the likelihood that a repair falls through the cracks, and means disputes rarely need to escalate beyond an initial conversation.
The March 2026 announcement of new regulations for residential property managers in New Zealand signals a broader shift toward professionalising the sector. As Tenancy Services noted in March 2026, the Government is establishing a regulatory regime for residential property managers, which will further raise standards across the industry.
For tenants in Wellington, this is a meaningful development. It means the informal, disorganised landlord who ignores a leaking pipe or delays urgent repairs will face greater accountability, not just through the Tribunal, but through the regulatory system itself.
Frequently Asked Questions
What can I do if my landlord won’t fix something in NZ?
Report the issue in writing, keep records of all communication, and issue a 14-day Notice to Remedy if the problem is not addressed. If it remains unresolved after 14 days, apply to the Tenancy Tribunal through Tenancy Services NZ. Free advice is available from Community Law Wellington and the Citizens Advice Bureau.
Can I stop paying rent if my landlord doesn’t fix repairs?
No. Withholding rent is a breach of your tenancy agreement and the Residential Tenancies Act. You must continue paying rent while pursuing the correct escalation process. However, the Tenancy Tribunal can order a landlord to reduce your rent until repairs are completed, and can award compensation for losses you have suffered as a result of the failure to repair.
What is a Notice to Remedy in NZ?
A Notice to Remedy is a formal written notice issued under the Residential Tenancies Act that tells a landlord or tenant they have 14 days to fix a breach. For tenants, it is the formal step taken when a landlord fails to carry out their maintenance obligations. A template is available from Tenancy Services NZ at tenancy.govt.nz.
How do I apply to the Tenancy Tribunal in Wellington?
Applications to the Tenancy Tribunal are made through Tenancy Services NZ. You can apply online at tenancy.govt.nz or by calling 0800 836 262. The application fee is $20.44 (at time of publication). The Tribunal hears cases at District Courts throughout New Zealand, including in Wellington. From 2025, some cases can be decided on documents alone without an in-person hearing.
Can my landlord evict me for complaining about repairs?
No. Under the Residential Tenancies Amendment Act 2024, landlords cannot issue a notice to end a tenancy as retaliation for a tenant exercising their legal rights, including requesting repairs. If this happens, you can apply to the Tenancy Tribunal within 12 months to have the notice declared unlawful. The Tribunal can set it aside and award exemplary damages.
Where can I get free advice about rental problems in Wellington?
Three key organisations offer free support for rental problems in Wellington:
- Tenancy Services NZ at tenancy.govt.nz or 0800 836 262
- Community Law Wellington and Hutt Valley for free legal advice clinics
- Citizens Advice Bureau Wellington for free, confidential guidance
How long does a landlord have to fix something in NZ?
The Residential Tenancies Act does not set a specific number of days for non-urgent repairs, but requires landlords to act within a reasonable timeframe. For urgent issues (such as no hot water, gas leaks, or broken locks), landlords must act immediately. If you have issued a formal Notice to Remedy, the landlord has exactly 14 days to fix the breach. Failure to comply entitles you to apply to the Tenancy Tribunal.
Need Support with a Rental Issue in Wellington?
At Taylor Property Plus, we believe good property management means tenants never need to get to the Notice to Remedy stage. Our team manages properties across Wellington, Lower Hutt, Upper Hutt, and Porirua with transparent processes, responsive maintenance systems, and a commitment to keeping tenants informed at every step.
If you are experiencing rental problems in Wellington and would like to know whether a professionally managed property might be a better fit for you, visit our listings at property-plus.co.nz or contact our team directly.
For authoritative legal information on your rights, always refer to:
- Tenancy Services NZ – tenancy.govt.nz
- Community Law Wellington – communitylaw.org.nz
- Citizens Advice Bureau – cab.org.nz
