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Before you contact anyone
Take a few minutes to get ready. Look at the problem closely. When did it start? Is it getting worse? Take clear photos or a short video on your phone. Write down a few words in English to describe it. Many renters in New Zealand contact a property manager, not the owner. Check your messages or papers to see who you usually talk to. If something feels unsafe, like a gas smell, sparks or water near power, say so at the start. Some people also note the date they first noticed the problem. This helps you stay calm and clear.
Hi, I'm renting the place at [your address].
I'd like to report a problem with the [heater / tap / door].
I've taken some photos. Can I send them to you?
Describing the problem clearly
Keep it short and simple. Say what is broken, where it is, and what happens. You do not need perfect grammar. Simple words are fine. Try this pattern: what, where, since when, and how it affects you. For example, the shower is in the bathroom, it has been cold since Monday, and you cannot wash properly. If you do not know the English word for a part, describe it. You can say 'the round thing under the sink'. People in New Zealand often speak casually, so a friendly tone usually works well.
The [oven] isn't working. It stopped on [day].
Water is leaking under the kitchen sink.
I'm not sure what it's called, but it's the part that [describe].
Asking when it can be fixed
After you explain, it is normal to ask about timing. A property manager may say they will contact a tradesperson, like a plumber or an electrician. You can ask when someone might come. You can also tell them which days and times suit you. If you are not home, ask if the tradesperson can come in, or if you need to be there. If you do not hear back, a short, polite follow-up message is common. Keep it friendly. Repeating your request is okay.
Do you know when someone might be able to come?
I'm usually home in the mornings. Does that work?
Just following up on the [leak] I mentioned on [day].
Talking to the tradesperson
When the tradesperson arrives, show them the problem. Many tradespeople in New Zealand are friendly and chatty. You might hear casual words like 'no worries' or 'sweet as', which mean 'okay' or 'fine'. If they speak fast, it is fine to ask them to slow down. Ask them to explain what they found and what they will do. If they need to come back, ask when. If you booked them yourself, ask about the cost before they start, so there are no surprises.
Thanks for coming. The problem is just over here.
Sorry, could you say that a bit more slowly?
Before you start, can you tell me roughly what it will cost?
After the repair
When the work is finished, check that it works. Turn on the tap, test the heater, or close the window. If something still seems wrong, say so politely while the person is there. Later, it is a good idea to send a short message to your property manager. Say the repair is done, or say that the problem is still there. Keeping these messages helps you remember what happened. A simple thank-you is always nice. It also helps build a good relationship for next time.
Thanks so much. Can I quickly check that it's working?
It's better, but it's still making a strange noise.
Just letting you know the [tap] was fixed today. Thanks for organising it.
Common questions
Should I call or send a message?
Many people send a text or email first, so there is a written note with photos. If the problem feels urgent or unsafe, calling is often better. You can call, then send a short message after to repeat what you said.
What if I don't understand what the tradesperson says?
That is very common, even for locals. Ask them to slow down or show you. You can say, 'Could you show me what you mean?' or 'Can you write that down for me?' Most people are happy to help.
Is it rude to follow up if nothing happens?
No. A polite follow-up is normal in New Zealand. Keep it short and friendly. Mention the problem, the day you first reported it, and ask if there is any update. You can follow up more than once.