Operating at COVID-19 Alert Level 3: Guidance for housing and housing support service providers - Ministry of Housing and ...
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Operating at COVID-19 Alert Level 3: Guidance for
housing and housing support service providers
Updated 3 September 2021
He kokonga whare e kitea; he kokonga ngakau e kore e kitea
(The corners of the house are visible; the corners of the heart are invisible)
This whakatauki reminds us that whilst we are attending to immediate, urgent, practical needs, it is also
important to be compassionate and care for the most vulnerable.
Purpose
This document provides guidance to housing and housing support service providers contracted by
HUD (includes providers of Housing First, Transitional Housing, Sustaining Tenancies, Community Housing
and other accommodation and housing focused support services) during the COVID-19 response period.
This guidance was correct as of 3 September 2021 and will be reviewed and updated as new information
is released.
What you need to know
What is COVID-19
COVID-19 is an illness that can affect your lungs and airways. It is caused by a type of coronavirus. There are
simple steps that can be taken to protect you and your family/whānau. More information can be found on
the Ministry of Health (MOH) website, the Ministry of Social Development (MSD) website and
at covid19.govt.nz. The MOH has specific advice about the Delta variant.
General Information
New Zealand everywhere south of Auckland boundary is currently at Alert Level 3, and Northland moves to
Level 3 with effect 11:59 on 2 September. During this time a range of measures are being applied locally or
nationally.
Mask wearing is now mandatory (for those 12 or over) when:
• on public transport and at departure points, for example at airports, train stations and bus stops
• on flights
• in taxi or ride-share vehicles — drivers and passengers
• when visiting healthcare facilities
• if you are a delivery driver to residential addresses
• inside any Alert Level 3 businesses and services that are open and involve customer contact, for
example supermarkets, pharmacies, and takeaways
• at court and tribunals, Government agencies and social service providers with customer service
counters.
The relevant Government regulation is the Public Health Order which can be found here.
1Critical information to know
Business or work travel across Alert Level 4 and Alert Level 3 boundaries is strictly limited. These Alert
Level boundaries are an important way to manage the risk of the virus spreading, so we keep your loved
ones and communities safe.
You may travel across the Alert Level 4 and Alert Level 3 boundary if you work for an Alert Level 4 business
or service. It does not matter which Alert Level area you live or work for. Alert Level 4 businesses and
services include:
• social and community-based services provided to support persons to maintain critical well-being,
• crisis support for people who are unsafe or homeless, and
• accommodation services generally.
Permission to travel across the boundary
You must carry acceptable evidence that you are permitted to cross the boundary. The Business Travel
Document can be used as evidence of your right to travel across the boundary. Having one permission
document makes crossing the boundary quicker and easier. Other evidence of your purpose of travel is
also acceptable, for example, freight or delivery vehicles could provide delivery dockets. Refer to further
advice travel across boundaries.
You must also have a form of photo ID. Every person travelling must carry evidence — you may not be able
to cross the boundary if you do not have it. Make sure you have printed copies of your evidence, or
electronic copies on your device.
You cannot use Business Travel Documents from previous Alert Level boundaries. You must register for new
ones.
Mandatory record keeping at busy places and events
Mandatory record keeping comes into effect from 11.59 pm on 7 September 2021. Everyone aged 12 and
over legally must keep a record of where they have been certain public places so contact tracing can
happen quickly. This must be done at Alert Levels 3 and 4.
People responsible for a place or gathering where record keeping is mandatory legally must:
• take steps to ensure they keep a record of the people visiting their place or gathering, and
• have systems and processes in place to help people record their details.
You can keep a record of where you have been by scanning the QR code on the NZ COVID Tracer app or by
manually recording the places you visit. This will provide businesses and other locations time to put record
keeping systems and processes in place.
This requirement applies to:
• visitors to aged care and healthcare facilities
• cinemas, theatres, casinos and concerts
• customers at close-contact businesses, for example barbers, beauticians, hairdressers
• customers at cafes, restaurants, bars and nightclubs
• indoor public facilities, such as libraries, museums, swimming pools
• exercise facilities, such as a gym, sports venue or yoga studio
• social gatherings including those at marae, weddings, funerals, tangihanga and faith-based service
The covid19.govt.nz website provides a range of information and resources regarding the steps we can all
take to unite against the virus.
2Moving house
At Alert Level 3 you can move house if you are moving or relocating home permanently or on a long-term
basis. You should carry documents with you to show that you are moving house to help explain your travel.
This could be a tenancy or sales agreement or proof of address.
You can use a moving company if you are moving to another Alert Level 3 region. Movers will need to keep
2 metres apart from you. We encourage you to wear a face covering if physical distancing is difficult.
If you want to use a moving company, they will need to apply for an exemption from MBIE to travel in and
out of the Alert Level 3 region. Refer to further advice about moving house.
Tikanga
Given the severe impact of the 1918-19 pandemic on Māori and the increased susceptibility of Māori to the
influenza A (H1N1) 2009 pandemic, consideration of the specific needs of Māori, cultural sensitivity and the
impact of a pandemic on traditional Māori protocols (tikanga) should be an integral aspect of pandemic
preparedness planning at local and national levels 1.
Many iwi, hapū, whānau and marae implemented changes to tikanga when meeting and greeting. The use
of hongi, hariru and kihi have been discouraged and whānau have been asked to practice virtual or
contactless greetings such as “the east coast wave” or the long-distance hongi “hā mamao”.
Te Rōpū Whakakaupapa Urutā (National Māori Pandemic Group) have provided more guidelines
for whānau and iwi www.uruta.maori.nz.
Working with whānau
All housing and housing support service providers are encouraged to work closely together with MSD, HUD,
each other and other essential support services to identify appropriate local solutions for people who don’t
have anywhere to self-isolate (i.e. rough sleepers).
Community based support work (e.g. Housing First, Sustaining Tenancies, Housing Placement) should be
facilitated over the telephone or internet where possible. Where this is not possible (e.g. where whānau do
not have access to a device or wifi), support should be provided from the doorstep, with the worker
and whānau maintaining a minimum distance of 2 meters from each other at all times and wearing
appropriate PPE including masks.
At this time, accommodation with shared bathroom, kitchen and social facilities such as night shelters,
boarding houses, hostels and single site transitional housing do not need to close unless directed to do so
by MSD, HUD or MOH.
However, increased cleaning programmes should be implemented for all shared spaces and if possible -
identify spaces that can be used to accommodate individuals with mild respiratory symptoms and separate
them from others.
Using transport
You can travel within your local area, for example going to work or school, shopping, or getting
exercise. Your local area means the area near your home that you regularly visit for essential services. What
is considered local will differ depending on where you live. City dwellers may have a supermarket or dairy
close by. If you live rurally, you may need to take a drive to reach these.
1
https://www.health.govt.nz/system/files/documents/publications/influenza-pandemic-plan-framework- action-
2ndedn-aug17.pd
3Public transport can continue to operate with strict health and safety requirements.
Taxi and ride-sharing specific practices to prevent the spread of the virus
Information about travelling on public transport including taxis and ride-shares is
available on covid19.govt.nz website.
Where individuals or whānau HAVE SYMPTOMS of COVID-19, services should call Healthline 0800 358 5453
for guidance before deciding if it is appropriate to use private vehicles to transport that whānau.
Whānau who could be at high risk
Identify whānau who could be a high risk for complications from COVID-19 and make proactive contact
with them to identify any additional support they may need including registering for vaccination, if not
vaccinated already. People at high risk of severe COVID-19 infection include:
• people who have conditions that compromise their immune systems or have compromised
immune systems as a side effect of taking certain medications, such as chemotherapy.
• people who have chronic medical conditions such as liver disease, heart disease, kidney disease,
diabetes mellitus, lung disease or other long-term conditions.
• people with a disability and co-existing long-term conditions.
• people who have medical devices that enter the body (e.g. a catheter, tracheotomy,
ileostomy, or feeding tube).
• people with surgical or large wounds.
• people older than 70 years of age (noting for Māori this would be lower with some suggesting 60
years of age).
Taking care of your staff
The health and safety of your staff should not be compromised. Personal hygiene and education are
paramount. Staff and whānau should be reminded to frequently wash their hands for 20 seconds and catch
coughs and sneezes in their elbow and helped to understand the basic rules of self-isolation.
If household members are required to self-isolate and can’t do so in their own home, MBIE’s Temporary
Accommodation Service may be able to provide temporary accommodation for self-isolation. Contact them
on temp.accom@mbie.govt.nz.
If whānau or household members who are isolating at home need help getting supplies, the MSD website
has information about where you can go for services and support, what you can get help with, and contact
information.
You may have already changed the way you interact face-to-face by providing doorstep services –talking
away from an open door and not entering premises. You may have already changed your service offering
including removing face-to-face services by using technology to support clients during this time.
You may want to consider a staggered approach to your services including shift-based work, staggered
breaks and continue physical distancing. You may also want to consider aspects around staff security at this
time.
Staff welfare support
Staff cannot come to work if they:
• Have cold or flu symptoms or any other COVID-19 Symptoms. Workers should follow the advice of
Healthline or their GP regarding when it is safe to return to work.
• Have been in close contact with a suspected, probable or confirmed case of COVID-19.
4• This advice also applies to cleaning, maintenance and other essential Contractors.
If you or anyone in your household is a Close Contact and have, or later develop, any COVID-19 symptoms
the people in your immediate household should stay at home until you receive a negative test result; public
health officials will provide you with further advice.
We understand that your staff may be feeling heightened stress and anxiety during the current lockdown:
The links below provide additional resources and information:
• Covid mental health and wellbeing advice from the Covid19 website
• Covid mental health advice from the MOH website
• Mental Health Foundation
The MOH and covid19.govt.nz are the best sources of information around health and safety of people and
essential services. The website will be updated with information with links back to trusted sources.
Stop the spread of COVID-19
Personal hygiene measures are a highly effective method to stop the spread of the virus.
• If a member of staff becomes unwell, they should be sent home immediately.
• Minimise the number of staff members who have face-to-face interactions with clients.
• Mask wearing is now mandatory (for those 12 years of age or over) when providing or
accessing any essential service.
Personal Protective Equipment (PPE)
Workplaces should have their own PPE protocols in place and training should include when to use PPE,
what PPE is necessary, how to use effectively and how to properly dispose of PPE. The World Health
Organisation has developed guidance and rational regarding the use of PPE and COVID-19.
Cleaning standards
Accommodation providers (e.g. Moteliers) are not required to complete regular (check) cleaning of rooms
during COVD-19 Alert Level 3 or 4. However, they should supply sufficient cleaning products so that
occupants can undertake their own cleaning.
Accommodation providers should complete a thorough cleaning of each unit between occupancy of
clients.
MOH have also developed cleaning advice following a confirmed or probable case of COVID-19.
High risk staff
Care should be taken to support staff and volunteers who are considered high risk individuals to reduce or
eliminate them from exposure during this period. Staff and volunteers at high risk of severe COVID-19
infection include:
• people who have conditions that compromise their immune systems or have compromised
immune systems as a side effect of taking certain medications, such as chemotherapy.
• people who have chronic medical conditions such as liver disease, heart disease, kidney disease,
diabetes mellitus, lung disease or other long-term conditions.
• people with a disability and co-existing long-term conditions.
• people who have medical devices that enter the body (e.g. a catheter, tracheostomy, ileostomy,
feeding tube).
• people with surgical or large wounds.
5• people older than 70 years of age (noting for Māori this would be lower with some
suggesting 60 years of age).
Business continuity
As part of your own Business Continuity Plan measures, we recommend as a minimum that you have:
• An up-to-date list of staff, key contacts and healthcare facilities and you are making regular contact
with these people and places to check in work through any matters.
• You have contingency plans in place for the potential reduction in staffing due to illness (self or
family members) or child-care responsibilities. For example, cross training current employees,
extending part-time workers hours or hiring temporary employees.
Below is a list of assurances provided by Te Tūāpapa Kura Kāinga HUD:
• HUD will ensure that contracted funding will continue to be paid uninterrupted.
• Payment of Income Related Rent Subsidies (IRRS) to Community Housing Providers (CHPs) will
continue to be paid on time.
• HUD recognise that there may be occasions where contractual breaches occur and there is no
intention to penalise providers in instances where this is a result of COVID-19 circumstances.
Where a breach is significant, please ensure that you contact your HUD Relationship Manager as
soon as possible to discuss.
Community Housing Regulatory Authority
During this difficult time the Community Housing Regulatory Authority (CHRA) advises it will take a flexible
approach to monitoring of registered CHPs. This may involve extending timeframes for annual monitoring
returns and any additional information to be provided to CHRA and deferring work on certain issues to
allow you to focus on the provision of housing services to your tenants.
Please be assured that your organisation will not lose its registered status as a result of disruptions beyond
its control caused by COVID-19 or if you provide support to tenants that would not usually fall within the
bounds of being a landlord. CHRA will be taking a pragmatic approach to regulation and expect you to do
the same regarding tenant welfare. If you are not sure who the best contact is in the Authority, please
email chra@hud.govt.nz. Like many, CHRA is working from home, and they will do their best to respond to
you promptly.
Ministry for Social Development at Alert Level 3 Locations
In locations at COVID-19 Alert Level 3, Ministry for Social Development (MSD) offices will be closed to the
public, but staff will continue to support clients online or by phone. During this time regular payments will
continue, and staff will help you over the phone and through MyMSD in most cases. Whether MSD’s doors
are open or not, MSD staff are working and are available to clients and providers.
You can find out more on the Work and Income website.
Emergency Housing
MSD will continue to provide emergency housing support to people with an urgent housing need.
People with an immediate housing need should test their eligibility for emergency housing assistance on-
line before contacting Work and Income. The Temporary Accommodation Service or your local DHB may be
able to provide accommodation assistance for those needing to self-isolate.
More information available on the Work and Income website.
Transitional Housing referrals
MSD will continue to refer clients to transitional housing providers, except those with shared
facilities, where that can be done safely and efficiently.
6For property inspections and interviews, providers and clients need to comply with Ministry of Health
guidelines for social distancing and hygiene. We encourage as much phone or video-based interaction as
possible.
Public Housing Placements
MSD will continue to support placements into public housing as long as those can be done safely and
efficiently. Staff, providers, tenants and contractors will need to comply with Ministry of Health guidelines
for social distancing and hygiene at Alert Level 3.
Movement between regions is restricted at Alert Level 3. Applicants in regions at Alert Level 3 can only be
matched to public housing in their current region. We ask providers to match the highest
priority local applicants to their available properties. Placements in regions at alert level two will continue
as normal.
Public housing assessments
MSD will continue phone-based public housing assessments at Level 3. People may need to wait a bit
longer for their appointment as we support the immediate needs of people in the most-affected areas.
Fast-tracked Income Related Rent reviews for decreased income
Where a public housing tenant has suffered a decrease in their income, we want to ensure their rent
reflects their new circumstances.
Please email MSD directly if a tenant’s income has reduced so we can adjust their Income Related Rent.
Community housing providers should email theses details to GNL_Provider_Support@msd.govt.nz with the
subject line COVID-19 Reduced Income.
Contact HUD
In the first instance please contact your HUD Business Development Manager to discuss your concerns
further. You can also contact us at Provider.Enquiries@hud.govt.nz.
We will be actively monitoring our normal emails channels, and centrally responding where
appropriate through Guidance and FAQs.
Other New Zealand resources
The links below provide additional resources and information:
• Covid mental health and wellbeing advice
• Mental Health Foundation
• Community Housing Aotearoa – Best Practice Guide Information
• Te Matapihi – COVID-19: Information for Māori Providers
• The NZ Drug Foundation is available to answer your queries about drug use and drug-related
harm.
• Looking after your Mental Health and Wellbeing during COVID-19 | Mental Health Foundation
END
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