When maintenance needs arise, landlords often rely on tenants to provide access for contractors. But what happens if a tenant cancels, refuses entry, or insists on being home for every visit? These situations are common, and knowing how to handle them calmly — and legally — helps avoid unnecessary tension or cost.
When and How Landlords Can Access a Rental
In New Zealand, the Residential Tenancies Act sets out when landlords can enter a rental property.
Access is only allowed if:
- The tenant agrees, or
- The landlord provides at least 24 hours’ written notice for maintenance or repairs.
Visits can only occur between 8 am and 7 pm, unless the tenant agrees otherwise. In an emergency, such as a burst pipe or electrical issue, a contractor can enter immediately — but the tenant must be told as soon as possible afterwards.
These rules exist to protect the tenant’s right to quiet enjoyment while ensuring the property remains safe and well maintained.
Do Tenants Need to Stay Home for a Contractor?
No — tenants can choose whether to be home. Once proper notice has been given, the landlord (or property manager) can provide access for the contractor even if the tenant is out.
In practice, some Wellington tenants prefer to be present, especially in apartments where access can be complex. In Hawke’s Bay, where homes are often standalone and maintenance might involve exterior or seasonal work, tenants are more likely to allow access without being there.
Either way, it’s about communication and trust. Explain what the work involves, who will be attending, and how long it will take.
What Happens When a Tenant Cancels a Contractor Visit?
Cancellations can be frustrating — especially when the contractor has already scheduled the job. If a tenant cancels at short notice or refuses entry after notice has been given, the landlord may face a call-out or rebooking fee.
Generally, landlords are responsible for maintenance costs. However, if a tenant’s actions directly cause extra expenses — for instance, by cancelling repeatedly or blocking access without a valid reason — the landlord can ask the tenant to cover those costs.
It’s important to handle this fairly:
- Keep records of booking times, messages, and any contractor fees.
- Communicate clearly with the tenant before re-scheduling.
- If it becomes a pattern, apply to the Tenancy Tribunal to recover costs.
Avoid deducting money from rent — only the Tribunal can approve that.
What If the Tenant Refuses Access Altogether?
If a tenant refuses access after proper notice, the landlord cannot enter. Forcing entry would breach the tenant’s rights and could result in a penalty.
The right approach is to:
- Explain why the work is necessary and when it will happen.
- Re-send the access notice in writing, noting the legal timeframe.
- If refusal continues, apply to the Tenancy Tribunal for an order allowing entry.
Most cases can be resolved with calm discussion and reassurance. Often, tenants simply want to feel comfortable about who’s coming and when.
Avoiding Repeat Cancellations or Access Issues
Prevention is always easier than recovery. To avoid problems:
- Confirm visits in writing, ideally by email or text.
- Offer flexible times when possible.
- Explain the purpose of the visit — tenants are more cooperative when they understand what’s being fixed.
- Use familiar local contractors where you can; people in Wellington or Hawke’s Bay may be more comfortable with someone they recognise or who’s worked at the property before.
Can Tenants Be Charged for Wasted Contractor Visits?
If you can clearly show that a tenant caused unnecessary costs — for example, by cancelling on the day or refusing access after proper notice — you can apply to the Tenancy Tribunal to recover those fees.
But remember, the Tribunal expects landlords to act fairly. That means giving reasonable notice, trying to reschedule, and showing clear proof of costs.
If the contractor needs to return because of their own mistake or scheduling issue, the tenant should not be charged.
Communicating Well with Tenants
Most access issues come down to misunderstanding. A quick phone call or friendly message can prevent frustration and maintain good relationships.
Good communication builds trust, saves time, and keeps your rental compliant. Whether you manage a Wellington apartment or a family home in Hawke’s Bay, keeping tenants informed makes maintenance easier for everyone involved.
Key Takeaways for Oxygen Landlords
- Tenants don’t have to stay home, but they must allow reasonable access.
- Always provide 24 hours’ notice and record any communication.
- If cancellations or refusals cause real costs, apply to the Tenancy Tribunal rather than deducting from rent.
- Calm, respectful communication usually prevents problems before they start.
Conclusion
Handling access calmly and professionally keeps maintenance on track and relationships positive. Whether you’re managing older Wellington apartments or newer Hawke’s Bay homes, the same principle applies — notice, communication, and fairness go a long way.
