r e f e r e n c e l i b r a r y contractor handbook · kāinga oras reputation and brand are as...

R E F E R E N C E L I B R A R Y

Contractor Handbook

We rely on our contracting network of tradespeople and their employees —

they’re part of our team. We are proud that we help provide 23,000 Kiwi

families with safer, warmer, better maintained homes. That’s 23,000 great

reasons to come to work — every day.

This is a guide to help new contractors and their employees learn all about

working with Spencer Henshaw.

Murray Stevenson

Managing Director

Document Name Contractor Handbook

Spencer Henshaw Limited Page 1

Document Number TM OB 01 V2 Version Date October 2019

Purpose This handbook is for our contractors. Its purpose is to provide information about how things work at SHL, what’s important to us, what’s expected of you and what you can do if things aren’t right. The sustainability of our business and the livelihood of all of us depend on the quality of the relationships we have with you and, through you, with our customers, tenants and suppliers. High standards of business and personal ethics are essential and will ensure the continued good reputation of your business and our business.

It is important to us that our contractors understand and work in accordance with our company values.




CONTENTS

Spencer Henshaw Limited

1 About Us

Our Relationship with Kāinga Ora

2 Kāinga Ora Homes and Communities

3 Tenants

4 Criminal Conviction History Checking

5 Procurement Items

Working Together

6 Basics

7 Behaviour and Conduct

8 Conflicts of Interest

9 Environment

10 Information and Communications Technology

11 Media

12 Privacy

The Work

13 Health and Safety

14 Job Process

15 Location Codes

16 Measurements

17 Photographs of Jobs

19 Futile Calls

20 Terms We Use

21 Work Quality

Systems and Processes

22 Payments for PBMC Kāinga Ora Work

23 End of Calendar Year

Support

24 Apprenticeships

25 Resources

26 Training

27 Workload

Appendix 1

Contractor Onboarding Summary

Appendix 2

People to Contact

Appendix 3

Penalties for Health and Safety Non-compliance

Appendix 4

Terms We Use

Appendix 5

Resources

Appendix 6

Contractor Training Plan




Spencer Henshaw Limited

1 About Us

Our people make a difference in the communities in which we operate

and where they live and work.

Spencer Henshaw Limited (SHL) provides a full range of property repair, maintenance and upgrade services to government and commercial clients. We employ around 150 people. They include skilled quality assurance and health and safety advisors, field-based scopers and supervisors, administration, finance, IT and trades teams. Together we deliver work safely, on time, to budget, and to the quality standards our customers expect. Kāinga Ora Homes and Communities, the Government’s provider of social housing across New Zealand, is our biggest client. We have four Performance based Maintenance Contracts (PBMC) with Kāinga Ora. Kāinga Ora assigns maintenance work to us in line with those contracts. You can read more about that in the next section. Many of our Central Auckland and North/West Auckland operations team members, and many of our shared services team members (Trades, Finance, IT, HR) work from our Takapuna office on the North Shore. We have regional offices in Whangarei (Northland) and Papatoetoe (South Auckland), and an office at Mount Roskill. The two legacy companies of Spencer Henshaw – SPM Builders and Henshaw Group – have provided property maintenance services in the wider Auckland region for over forty years. While we’ve grown a lot, the company has some employees who’ve been around since the very beginning and the owners are still active in making decisions about the future of our business. You can find out a lot more about our company by referring to our website www.spencerhenshaw.co.nz

http://www.spencerhenshaw.co.nz/




Our Relationship with Kāinga Ora

2 Kāinga Ora

Kāinga Ora – Homes and Communities is the government agency responsible for providing rental housing. Kāinga Ora’s portfolio comprises approximately 65,000 properties ranging from bedsits to houses with five or more bedrooms. Due to the nature and significance of that portfolio, Kāinga Ora relies heavily on the private sector for ongoing maintenance and repair of those properties. Kāinga Ora offers PMBC maintenance and repair contracts for tender for each of its regions across the country, to carry out responsive maintenance, planned maintenance and routine maintenance. Kāinga Ora owns the majority of its homes. Some are leased from private owners. The leased homes are referred to as HLP (Housing Lease Private) or LPO (Leased Private Owner). Kāinga Ora’s reputation and brand are as important to us as our own. As a PBMC holder we represent Kāinga Ora in the community. We, and our contractors, take that responsibility seriously by remembering our actions, attitudes and behaviour reflect on our own organisation and on theirs.

Performance-Based Maintenance Contract SHL’s contract with Kāinga Ora is called a Performance-based Maintenance Contract. Under the PBMC Kāinga Ora’s primary objectives are:

Safety – Properties are and remain safe for tenants, PBMC and contractors and their personnel, the public and Kāinga Ora employees at all times.

Value for money and quality – Continuously improving quality and delivery of services, driving efficiency, leveraging Kāinga Ora’s purchasing power, attracting and retaining qualified and skilled contractors, and paying market rates.

Operating environment – Effective planning, gathering and retaining information and capability, making intelligent decisions, maintaining an efficient interface between itself and its contractors.

Satisfaction – Taking care of Kāinga Ora’s tenants’ best interests. As parties to our PBMC, Kāinga Ora and SHL agree to deal with each other reasonably, fairly and in good faith, and employ a ‘no surprises’ philosophy by communicating promptly and reconciling matters that may affect performance of services.




Kāinga Ora Regions SHL is the largest of Kāinga Ora’s PBMC holders (known as ‘head contractors’). We maintain approximately one-third of Kāinga Ora’s stock – that’s about 23,000 families’ homes – in four regions.




3 Tenants




Kāinga Ora Homes and Community tenants are our customers.

All interaction with tenants should be appropriate to the situation. If you fail to interact appropriately with tenants it could result in an investigation and possibly termination of your contract with SHL. If one of your employees interacts disrespectfully or inappropriately they may no longer be allowed to work on Kāinga Ora sites. These are the rules These rules apply when you deal with any person who lives at a Kāinga Ora property where you are working, as well as their neighbours, and their friends, family or visitors who are also at the property. The following are appropriate:

Discussing the job to be done.

Discussing other work the tenant wishes to have done that is within your capability while you are on site. (This can be helpful to the tenant as it avoids arranging multiples.)

Discussing a pet that should be restrained.

Behaving in a friendly way while keeping in mind items on the list below.

The following are NOT appropriate:

Discussing the tenants’ relationship status. Don’t ask if the tenant is married or has a partner.

Don’t discuss your personal life or domestic situation.

Making comments or compliments to the tenant on their personal appearance, how they are dressed, or how tidy (or not) their home is.

Inviting tenants to have a social drink of alcohol, partake of illicit drugs, attend parties, night clubs, or any other social events, and accepting any such invitation from a tenant.

If you ever feel that a tenant is being particularly difficult or you think they are harassing you, make an excuse to leave the property and make a point of reporting the situation to SHL’s job Supervisor or Health and Safety team. Personal relationships with tenants are not allowed under any circumstances. If you do not follow these rules you can put yourself at risk. That can result in no longer being able to work for Spencer Henshaw on Kāinga Ora properties.




4 Criminal Conviction History Checking

Kāinga Ora must protect its tenants. While Kāinga Ora supports the rehabilitation of

individuals with criminal convictions into the workforce, it requires us to obtain criminal

conviction history (CCH) reports from the Ministry of Justice (MoJ) for our staff and our

contractors and their staff, each year.

Prospective contractors must advise SHL if they have had any criminal convictions. New employees of contractors must advise SHL at induction time if they have had any criminal convictions. Contractors and employees of contractors must advise SHL if they receive a conviction by contacting their Regional Manager, our Trades Relationship Manager or our Trades Manager.

If your CCH is of concern we will talk to you about it and you may ask us to seek a dispensation to allow you to work on Kāinga Ora properties. If that is the case details of the CCH report may need to be disclosed to Kāinga Ora. If the CCH report of one of your workers is of concern we will talk to you about it in the first instance. You may ask us to seek a dispensation to allow your worker to work on Kāinga Ora properties. Again, details of the CCH report may need to be disclosed to Kāinga Ora. If Kāinga Ora does not grant the dispensation the person will not be allowed to continue to work on Kāinga Ora properties and their ID card must be returned to SHL.




5 Procurement Items

Kāinga Ora negotiates purchase prices and arrangements for every piece of hardware and

all materials that are installed or utilised on their properties, with specific suppliers.

To ensure that our contractors purchase and use the products Kāinga Ora specifies, and are able to purchase them at the rates negotiated by Kāinga Ora, our contractors are required to open trade accounts with specific applicable suppliers.

Product Supplier Building supplies Carters

Carpets Godfrey Hirst

Curtains and installation Harvey Furnishings

Electric stove parts and Electrical supplies Ideal Electrical

Gas heating products Plumbing World

Hardware supplies Carters

Paint and wallpaper Dulux

Plumbing supplies Plumbing World

Roofing supplies and installation Edwards & Hardy

Solid fuel heaters Harris Home Fires (WH Harris)

Stoves Electrolux Home Products

Ventilation products Home Tech

Vinyl flooring James Halstead Vinyl Supplies Polyflor




Working Together

6 Basics

Onboarding When a new contractor has made the decision to join us this handbook is a key part of the familiarisation process. We have forms and documentation to complete together to formalise things and our Trades Relationship Manager explains all of that and the other requirements. Next we will commence our three month onboarding process to ensure our new contractor understands Kāinga Ora’s requirements and the importance of health and safety, to give them training on the systems we use to manage Kāinga Ora jobs, and to explain the job process. Other important elements of onboarding are health and safety induction, site visits and inspections by our health and safety team, and work quality checks by our quality assurance team. You can see the Contractor Onboarding Summary in Appendix 1. This contract between your business and ours, which helps us know what to expect of each other, is a Service Level Agreement (SLA). Other important aspects of onboarding are:

The Kāinga Ora Pledge

Accounting information

Setting up supplier accounts so that you have access to the right procurement items and materials, and you obtain them at the right places and prices.

Booking you and your team to attend our trades training sessions and ensuring you know how to access trades training manuals.

Showing you how to use our internet portal and tradesman mobile app to manage your jobs.

Establishing our working relationship requires that you provide the following:

Company Health and Safety Plan.

Company Quality Plan.

Company's current public liability insurance policy.

Trade registrations, certificates and qualifications.

Details of employees who will work at SHL sites.

Register of all hazardous substances used in your work.

Your Employees




When you join SHL you and your team will:

Attend a health and safety induction presentation;

Provide a copy of trade registrations, certificates and qualifications.

Complete Ministry of Justice forms.

Supply photo identification.

Have your photographs taken for the SHL/Kāinga Ora ID card. When you hire new team members who will work on SHL sites the same requirements will apply.

Personal Hygiene You and your team members must adhere to conventional personal hygiene, cleanliness and grooming standards.

7 Behaviour and Conduct

Ethics and Behaviour

The sustainability of our business and the livelihoods of us all depend on the quality of our relationships with customers (including tenants), other trades people, and suppliers – and most of all, with each other.

High standards of business and personal ethics are essential and will ensure the continued good reputation of the company.




We are all individuals with

different skills and abilities and as

part of a team we show

consideration and respect to each

other, and we help each other out.

We treat others with fairness,

courtesy, respect and dignity.

We value our cultural differences.

We do NOT pretend we don’t see

people doing the wrong things.

We deal with disputes in a

supportive, respectful and discrete

fashion.

We follow correct work procedures

and do our jobs to the best of our

abilities.

We all work with integrity and honesty and no compromise is acceptable. If we receive a complaint about your conduct or the conduct of one of your team members, we will investigate it and involve you in the process.

Bullying and Harassment Bullying and harassment constitute serious misconduct. Allegations of bullying or harassment will be investigated and may be dealt with via misconduct processes.

Harassment or Bullying by a Customer If you or one of your team members is harassed, sexually or racially harassed, or bullied by a customer, SHL employee or other external contact, please complete an Incident Report and give it to one of SHL’s supervisors or managers as set out in the next section. (The matter can be communicated orally in the first instance.) SHL will investigate the complaint.

If satisfied the complaint is legitimate, SHL will take practicable steps to prevent harassment recurring.

Practicable steps could include:

Communicating with the customer or SHL employee, setting clear expectations, and explaining the consequences if the behaviour is repeated.

If the harassment or bullying continues the appropriate processes will be followed.




If you observe an incident

Remove yourself from the situation if you feel in danger. Contact the SHL job Supervisor or the Regional Manager

immediately. Complete an Incident Report about what happened and give that

to the SHL job Supervisor, Team Manager or Regional Manager. (Exactly what happened, including date and time, and registrations of any vehicles present.)

If you are informed of an incident by someone else

If they need help, give them any help you can. Ask them to follow the steps set out above. Ask for their name and phone number, and for as much

information as possible. Contact your SHL job Supervisor or Regional Manager

immediately to report what you have been told. Please also complete an Incident Report about what you were

told and what you thought or felt about the situation, and give that to the SHL job Supervisor, Team Manager or Regional Manager. The more information we have the easier the investigation will be.

Complaints Where an allegation of misconduct is made by or against one of our contractors it is our duty to investigate it. We will investigate allegations of: Actions or threats of abuse, harassment, bullying, violence, or any other situation

where an individual is harmed Breaches of the Kāinga Ora Pledge or the SHL Service Level Agreement Fraudulent behaviour If you become aware of inappropriate behaviour or misconduct by one of our employees or another contractor or their employee, please complete an Accident or Incident Form. When you need to report an accident or incident you can download the form from our internet portal. Or you can call a member of our health and safety team or administration team, and they will email it to you.




8 Conflicts of Interest

To protect you and your company from unfair treatment or influence, we require SHL employees to let us know if they ask you to carry out work for them personally, or if they make an arrangement with you to carry out work for their friends or family. Our employees know that we expect them to pay you properly – at your normal commercial rates – for the work. So if any SHL employee asks you to carry out trades work for them independently, or asks you to carry out trades work for their friends or for people in their family, we expect you to charge them your normal commercial rates, without discount, for that work. If you feel you are being requested to do work cheaply or at discounted rates, or ‘mates rates’, by SHL staff members, please talk to your Regional Manager, our Trades Relationship Manager, Trades Manager, or Operations Director. Contact information is shown in Appendix 2.

9 Environment

The way we work will not compromise, contaminate or damage the environment.

The Health and Safety Induction Manual contains relevant sections:

Environmental Plans and Procedures

Environmental Risk Identification and Controls

Recycling and Waste Disposal

Spill Response Procedures

Refer to your Service Level Agreement for Health, Safety and Environmental Obligations

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10 Information and Communications Technology

Computer Systems Information and communication technology (ICT) systems help us get our work done. Te Mana is our internal core computer application for job management. Kāinga Ora’s job management system, Kotahi, and Te Mana communicate electronically. Jobs will be issued to your company from Te Mana to our contractors’ internet portal. That’s where you access your job information. You can manage your jobs, and sign off your completed jobs, all via the portal or the mobile device app. You will access your job information and manage

your jobs via our internet portal and mobile app.

You will see all the job information – address, nature of the work to be done, the codes, locations, measurements and timeframes.

During the course of your work you can add codes for work done, request variations, and close off jobs for invoicing and payment.

You can view all new and outstanding jobs, update the status of jobs to note ‘no access’, ‘awaiting parts’, ‘appointment made’ etc.

When the job is complete its status will update to ‘ready for payment’. Once completed and signed off by the Supervisor the job will be processed through Te Mana to Kāinga Ora, and back to our accounting system for payment to you.

Requirements for Portal Use Computer, laptop or any device that can

access Google Chrome.

The Portal works best with Google Chrome. Using other browsers can cause problems.

Requirements for Tradesman App An Android app is available for you and your

workers to receive jobs directly to your Android devices.

Job lines can be updated and photos attached while you’re on site. (It is not yet available for Apple devices.)

Tradesman, Alex Schmalkuchen, updating job completion using the Tradesman App




11 Media

Do not make any statement to the media, or answer any questions asked by any media contact in relation to the work you do for SHL or Kāinga Ora. Only people who have been explicitly authorised by Kāinga Ora Homes and Communities may make statements or give interviews to any news media regarding Kāinga Ora properties, tenants or work carried out.

12 Privacy

SHL will not disclose your personal information to any third party except as is required to carry out the company’s business or to abide by New Zealand laws. We will always comply with the Privacy Act and as our contractor, you should do the same. You can learn about New Zealand Privacy Act requirements here: https://elearning.privacy.org.nz/

https://elearning.privacy.org.nz/




The Work

13 Health and Safety

Our goal is safety and sustainability within our own teams and our contractor workforce.

Our Health and Safety team works to achieve the company’s compliance with health, safety and environmental legislation, industry standards and codes of conduct. They actively support a culture of excellence and promote zero tolerance to workplace accidents. And they investigate reports of health and safety breaches.

Health and Safety Induction Manual You and your team members will be issued a SHL Health and Safety Induction Manual at induction time. Please make sure everyone in your team reads this and keeps it handy at every work site at all times. There’s a version of our Health and Safety Induction Manual for the Auckland Regions and one for the Northland Region.

Remember – and remind your team to work safely. If you need any help from us in making this happen please contact our health and safety team.




Compliance

Health and Safety expectations in your SLA are that you and your team will:

• Keep your work site safe • Have a first aid kit, fire extinguisher and spill kit on site • Ensure your power leads and tools are tagged • Sign the VSC job register where applicable • Use the required personal protective equipment (PPE ) • Report accidents and other safety or environmental incidents to SHL • Have ID cards on site • Use drop sheets where required

Compliance is monitored by our Health and Safety and operations teams. After the first month, repeated non-compliances will result in financial penalties. Please see Appendix 3 for more information.

Safety Signs

SHL will provide safety signs to keep tenants and other trades people safe by alerting them to risks and hazards.

You and your staff will be required to use the signs during all interior or exterior work at tenanted properties:

- Maintenance or refurbishment - Yard maintenance - Demolition - High risk work




CAT (Category) Warnings

Our job management system provides warnings if there has been a problem at a

particular property in the past. Category, or CAT warnings, inform you and our

Supervisors that they should not attend that property alone.

Check the Warning in the Job Portal If you note a Category warning and are unsure contact our Health Safety Department for confirmation to attend property.

Depending on the risk your instructions may be:

All work on hold

SHL staff or Kāinga Ora Tenancy Manager (TM) must escort the contractor

Two contractors must attend

Phone the tenant before attending

The tenant will vacate the property for the duration of the work

Situational Awareness

Personal Safety CAT warnings are really helpful – but they will not take care of unpredictable risks. So always be aware of what is going on around you and leave the property if you are at risk.

Arriving at the property: Observe the property and surroundings. Park in a way that will allow you to quickly leave the property if you need to –

without reversing. Before leaving your vehicle check for hazards:

Check for dogs

Check for signs of substance abuse, parties, needles, alcohol, drugs, weapons.

Lock your vehicle. Take note of any risks and stay only if it is safe.

Working in vacant properties: Look around the outside of the house first before going in. When inspecting multi-storied houses inspect the upper floors first to ensure there

are not unauthorised people present. Make a mental note of exit points

Working in tenanted properties:




Make a mental note of exit points. Be mindful of where people are around you – tenants, their children, and visitors. Remember the tenant might be having a bad day – so it might be best to defer the

visit for another time.

At all times: If in doubt, get out Complete an incident form if you felt you were at risk of harm

You can download the form from the internet portal




Alcohol & Drugs

Under no circumstances must you or your team members come to work under the

influence of alcohol or drugs.

Illegal Drugs or Substances No illegal drugs or substances may be brought

into any SHL workplace. It is strictly prohibited to manufacture, distribute,

possess, sell or use any controlled substance on a work site.

Anyone providing illicit drugs or substances to tenants, SHL employees or other contractors will be removed from the PBMC.

In our work context “under the influence” and “impaired” mean

having alcohol or drugs in your system that are

above legal limits, including driving limits.

14 Job Process

Kāinga Ora’s job management system and SHL’s job management system, communicate

with each other. All of Kāinga Ora’s jobs are issued electronically to us and our system

allows us to quote the job (scope) and have the work approved by Kāinga Ora, before

issuing the job to you through our internet portal. Our system is called Te Mana.

Except in the case of Responsive jobs, our teams visit each property and scope the work. The scope (quote) work flows electronically to Kāinga Ora and when it is approved our Programmers dispatch the job to your company via our internet portal.

You, your tradesmen and administration staff can manage the jobs; that means they can add codes for work done, make variations, and close off jobs for invoicing and payment – through the portal or via the mobile app.

You or your portal administrator can view all new and outstanding jobs, update the status of jobs to note ‘no access’, ‘waiting parts’, ‘appointment made’ etc. When a job has been completed its status will be updated to ‘ready for payment’.

Our BCTI process that creates invoices via the portal means no manual invoicing.




Economical Repair versus Replacement

Kāinga Ora relies on us to carry out the work on their properties in good faith. Repair

is always the first option and is preferred because it is usually more cost effective.

Please note that if a repair, in your opinion, is uneconomical and the better option is to replace, then please advise us of this. If the replacement cost is less than $500 then please proceed with the replacement and note your reasons for doing so on the job notes. If you think replacement is best but it will cost more than $500, please seek approval before proceeding.

KPI Timeframe Requirements

Kāinga Ora gives each category of job a ‘priority’ that describes it

Key to Kāinga Ora Job Priority Codes

Priority Description

URG Urgent Health and Safety – make safe

URS Urgent Responsive – make safe

GNL General

RSC Responsive Scope

VSC Vacant Scope

PM Planned Maintenance

RM Routine Maintenance

Each priority is associated with a KPI timeframe




If a KPI timeframe is not met, SHL can be penalised by Kāinga Ora


T I M E F R A M E

Response Scoping Completion Invoicing MFF

Response CAR

Closeout

URG Urgent H & S - Make safe

4 hours 12 hours

Within 2 days

of completion

24 hours Usually 5 days

URS Urgent Responsive - Make safe

24 hours 48 hours*

GNL General 10 working days

10 working days


As per ECD** 72 hours* As per ECD** Definitely within 30 working days

Within 2 days

of completion

24 hours Usually 15 days

VSC Vacant Scope As per flowchart**

As per flowchart**

PM Planned WO, BFP, EPS

As agreed As agreed


Monthly Monthly

These priorities are all referred to collectively as ‘Responsive’ CAR Corrective Action Request Hours are counted on business days only Times relate to the booked time and date ** Into the Expected Completion Date field, enter a completion time that is within the job’s timeframe

Work Priority Requirements

Responsive: URG Urgent Health and Safety URS Urgent Responsive These jobs are not scoped or supervised. They are issued directly to contractors who attend and complete jobs. They sign them off using the mobile app – some companies use our trade internet portal.

GNL General Responsive




The jobs usually need one trade only, and total less than $500 (see Responsive Job Dollar Approval Limits on the next page).

The GNL work priority has a completion timeframe of 10 days, and 2 days to close and invoice the job.

Work orders must be completed with 10 working days unless you have received an approved exemption with a new expected completion date (ECD).

You are responsible for being familiar with the work dispatched to you, and you are responsible for closing and completing your work orders for invoicing.

The administration team will stay in touch with you about work orders that have not been acknowledged or updated.

Responsive Job Dollar Approval Limits

Responsive jobs – URG, URS, GNL Kāinga Ora approval is not required for jobs below $500 including GST Kāinga Ora approval is required for jobs costing over $500 including GST

HLP/LPO properties – HLP 5 Kāinga Ora approval is required for jobs over $200 including GST

Newer HLP properties – HLP 6 Kāinga Ora approval is required for jobs over $500 including GST

Guide to timeframes for GNL responsive work:

Day 0 - 1 Job will be dispatched to you via the Te Mana portal.

Day 2 - 3 You should have started the job or attempted first access.

Day 4 If you have not started the job, or responded to us using the note function in the portal, or by phone the job may be reassigned to another contractor.

Day 5 – 8 Contractors MUST: Close the job off after a 2nd attempt for access, or Arrange an exemption (see ‘Exemption’ below) due to:

supply issues / waiting for parts access has been arranged and the appointment will be outside

the 10 day completion timeframe the job has been quoted/scoped and we are waiting for Kāinga

Ora’s response

Day 9 -10 The job must be: Cancelled if 2 no access Completed for invoicing either with or without a Follow-on Work

request (FOW). Remember to attach photos, reports, certificates where required.




Exemptions

You are responsible for your KPI timeframes.

If you cannot complete a GNL Responsive job within the GNL KPI timeframe, we need to

obtain an exemption from Kāinga Ora. (This is called a KC exemption.)

Failure to get an exemption will mean a failed KPI, by which we are all measured.

If you advise our Administration Coordinator they will request a Completion Exemption from Kāinga Ora without incurring a penalty.

You might prefer to apply for the exemption directly through the portal:

In the portal, go to the Exemption tab. Click Request Exemption Select the Exemption Reason from the

drop-down box.

Completion Exemption Reasons:

Access Supply of parts Weather Consent/Approval Other

Explanation or comments: Kāinga Ora requires information to validate the

exemption request. Include a new expected completion date (ECD).

RSC Responsive Scope Requirements

RSC jobs are scoped by SHL, and our Programmers programme them with the tenants. When the work is programmed it will appear in your portal and you can see all the job requirements and KPI timeframes. This work is managed by SHL Supervisors who will liaise with your staff to complete the job.

VSC Vacant Scope Requirements

VSC jobs are scoped by SHL and the Kāinga Ora Void Specialist. The work is programmed it will appear in your portal and you can see all the job requirements and KPI timeframes. This work is managed by SHL Supervisors who will liaise with your staff to complete the job.

Planned Maintenance Requirements

Some planned programmes have their own dedicated teams – like the Exterior Paint programme. Others have one or two dedicated Scoper/Supervisors – like Warm & Dry, Driveway Safety Programme (fencing) and Gas Conversion. Others, like the Rheumatic Fever Prevention Programme (RFPP), fall under the responsibility of our RSC teams.




In all cases, the work is scoped, programmed and supervised by SHL employees before you do the work. Following are explanations of these parts of the job process:




RM Routine Maintenance Unlike RSC, VSC and PM, Routine Maintenance – RM – is arranged on a routine basis. RM applies to jobs that are done regularly – a set number of times per year – like lawn mowing, yard work, and cleaning of building exteriors. We monitor work completion, safety and quality.

Administration Our office-based administration teams are an important part of the job process. Each region has a dedicated administration team to organise and support RSC, VSC, PM and RM operations teams and help with invoicing, coding and monitoring customer service requests. Administration Coordinators manage the flow of administrative work from despatch to invoicing and support the achievement of contracted KPIs.




15 Location Codes

Please make sure you understand and explain this to your team:

Location coding is crucial – it affects audit scores and our reputation. The locations of the parts of each Kāinga Ora property are described using a set of codes.

Exterior Location Codes

Codes tell you where on the outside of the property or inside the building, your job is. The codes apply to single dwellings and to larger community group houses.

RF 1 RF 2 RF 3 RF 4

Road Frontage Fencing codes describe the location of the fences The fence facing the street is RF 1 The fence to your right on the right-hand boundary is RF 2 etc

Fencing Programmes Fencing locations for the fencing programmes are described starting from the road frontage and moving anticlockwise as shown below.

RF codes apply only to fencing programmes :

BFP Boundary Fencing Programme DSP Driveway Safety Programme




Outside of the Building

BE1 BE2 BE3 BE4

Building Envelope (Outside shell of the house)

Side 1, Side 2, Side 3, Side 4 in job code note field See diagram below

These apply to the outside of the building itself. BE1 is the side of the house that’s on the same side of the house as the front door. It may or may not face the road.

Grounds or Yard

PE1 PE2 PE3 PE4

Property Exterior Grounds or Yard

Property Exterior side 1 Property Exterior side 2 Property Exterior side 3 Property Exterior side 4

These apply to jobs in the grounds or yard. Not the building. PE1 is the side of the yard that’s on the same side of the house as the front door. It may or may not face the road.




Interior Location Codes Each job item will be listed with its location inside the house. Again, these are relative to the location of the front door. When entering a house the first bedroom on the right hand side from the front door is B 1 (Bedroom 1). Moving anti-clockwise bedrooms are B 2, B 3 and so on. If the house has more than one level start on the ground floor and work upwards The codes are set out and explained below:

Short Code Description Notes

BA1 BA2

Bathroom 1 Bathroom 2

Bathrooms may number up to BA6

B1 B2

Bedroom 1 Bedroom 2

Bedrooms may number up to B21

CA1 Common Areas Meeting room or office

DR1 Dining Room Dining rooms may number up to DR 5

EH1 EH2

Entry Hallway 1 Entry Hallway 2

Entry hallways may number up to EH 6

KI1 KI2

Kitchen 1 Kitchen 2

Kitchens may number up to KI 5

LA1 Laundry 1 Laundries may number up to LA 6

LI1 LI2

Living 1 Living 2

Living areas may number up to LI 6

ST1 ST2

Staircase 1 Staircase 2

First staircase you encounter inside the house Any other staircase inside the house

W1 Toilet 1 Toilets may number up to W 6

VL1 Variable Location 1 Hot water cupboard

AN Ancillary Building Carport, garage or shed

UN Unit Whole of house report Callout Fee Futile Call Charge etc

The diagram on the next page demonstrates the coding explained above.




16 Measurements

Method of Measurement must be adhered to

You and your people, just like ours, must

use Kāinga Ora’s methods of measurement

accurately, so that work is correctly invoiced and

paid.

Kāinga Ora Method of Measurements This is specific information about measurements, location details and schedule of rates. 2 Key Points:

Lineal Metres m Minimum measurement for a lineal metre is 0.5m Measurements go up in increments of 0.1m

Measurements are automatically rounded up or down to the nearest 0.1 of a lineal metre

Square Metres m2 Minimum measurement for square meters is 0.5m2 Measurements go up in increments of 0.25m2

Measurements over 0.5m2 are automatically rounded up to the nearest 0.25m2




17 Photographs of Jobs

Photos of jobs help Kāinga Ora see what is required to approve work. Please take photos and attach them to the job on your portal on your first visit to the job – and save making a special trip later.

SHL requires before and after photographs of work to be loaded to your portal for each job for our Responsive department (i.e. GNL, URG, URS).

Photos should be clear and show only the job requested on the job card.

Before After

19 Futile Calls

Usually, if a tenant has agreed to a time and date for a maintenance job to be done, they are at home and happy for you to do the work. Sometimes though, the tenant is not at home or you cannot do the job for another reason – perhaps the tenant will not allow you into the property, or there is a dog loose.

URG

Kāinga Ora arranges a time and advises tenants to be at home so that their URG job can be carried out. If they are not at home when you arrive at the property:

you must leave one of our calling cards; and a futile call charge can be made; and you must make another visit within the timeframe of the job.

If the tenant is not at home when you make the second visit, you must leave one of our calling cards; and advise the SHL administration team who request a FOW job from Kāinga Ora.




A futile call charge may apply on a first visit if a dog is loose on the property and you are unable to get the tenant to isolate or remove the dog.

20 Terms We Use

Like all businesses and industries, we use a lot of terms and language that are specific to

us. If you don’t know what someone is talking about when they use these, please ask.

At the end of this handbook you will find a quick reference guide. Appendix 4.

21 Work Quality

Work quality is paramount. Kāinga Ora will not pay for sub-standard work. If you have to rework a job it can cost your company significant amounts. Kāinga Ora expectations may well be different to what tradesmen are used to or what they themselves would apply. You will need to be aware of Kāinga Ora work expectations and train your employees in all aspects of their work and ensure they understand Kāinga Ora’s expectations as well.

Accuracy SHL is commercially and ethically obliged to charge only for work that has actually been carried out. It is not acceptable to overcharge, by intent or error. Likewise, we are only paid for work that is completed and invoiced. Ensure all invoices are completed correctly. Managers should be aware of work that is being invoiced and regularly check with admin staff and contractors that they are correctly and completely recording all codes.




Quality Auditing A percentage of jobs are audited to ensure our workmanship is at the right standard that the correct procurement items and materials are used, and that measurements and coding are correct.




Systems and Processes

22 Payments for PBMC Kāinga Ora Work

Schedule of Rates Work is priced according to Kāinga Ora’s Schedule of Rates (SOR). Kāinga Ora uses quantity surveyors to determine rates based on time/labour to carry out work, procurement items and materials required and disposal of waste. If you believe a rate is not correct please let us know and we will investigate.

Payment Dates for PBMC Kāinga Ora Work Spencer Henshaw Ltd has set payment dates on the 12th and 25th of each month.

If these dates fall on a Saturday, payment will be made the day before (Friday). If these dates fall on Sunday, payment will be made the following day (Monday).

No other payments will be made outside of the twice-monthly scheduled payment runs.

23 End of Calendar Year

Closedown Period SHL usually has a close-down period at the end of the calendar year, between Christmas and New Year. Our regular after-hours service providers will be working during the closedown period, and will take care of urgent jobs that come up. You will be able to access the portal during the closedown period to do invoicing and to update jobs. The information you input over the holidays will flow through to Kāinga Ora after the break.




Maintenance on Kāinga Ora Properties during Close-Down Period

Kāinga Ora advises us if they require some teams to continue working through the holiday period.

Vacant Properties Kāinga Ora usually asks that we continue to work on vacant properties over the holiday period. This means that if you are part of our Void delivery team you could be requested to work between the Christmas and New Year holidays (27 to 31 December).

If you have any queries about this or you have any doubts about your availability over this time, please contact your Regional Manager. A list of contact numbers is shown in Appendix 2. Exterior Paint Programme Kāinga Ora usually asks that we continue exterior painting work over the holiday period. If work has been allocated to you, and provided you have tenants’ permission, you may continue exterior paint work between the Christmas and New Year holidays. Please refer to the list of contact numbers in Appendix 2.

Christmas Gifts to SHL Employees

While we understand that Christmas is the season of giving we would prefer that any gifts you intended to give to SHL and our employees were instead shared with your employees and families, or given to the Auckland City Mission. Our staff are not allowed to personally accept any gifts. Any gifts received by our staff will be donated to the Auckland City Mission.




Support

24 Apprenticeships

Hudson Sellars Apprentice Scholarship

Spencer Henshaw created the Hudson Sellars Apprentice

Scholarship in memory of Hudson Sellars, our well-loved

Quality Assurance Manager who passed away in 2017.

Hudson was always an advocate for our contractors, and

he met most of them in the course of his daily work. One

of his constant desires, and something that’s a challenge

for all of us competing for the services of skilled trades

people, was to encourage subbies to grow their

businesses, share their knowledge, and provide more jobs.

To honour Hudson, Spencer Henshaw introduced the

‘Hudson Sellars Apprentice Scholarship’ to benefit

apprentice employees of solid and professional employers

who will be great mentors to their apprentices.

Hudson Sellars

The scholarship meets the cost of the start-up kit of tools, and reimburses the cost of course fees throughout the apprenticeship provided the apprentice succeeds in their studies.

At left: Our first Hudson Sellars Apprentice, George Steed, with SHL Director, Rod Spencer in 2018




25 Resources

Many resources are available to you to help you and your business succeed. Some of those are described in this Handbook and we have set some more in Appendix 5.

26 Training

Building Capability Most of what we learn about our work happens during our day-to-day work:

Standard operating processes and procedures Quality of communications and relationships Kāinga Ora quality standards and contract terms Accurate coding and adherence to specifications Reporting and record keeping Efficiency and time management Best practices, tricks and tips Health, safety and compliance

Responsibilities

Attend the training with your team provided by SHL QA employees Make the most of the SHL training resources, methods and events available. Talk about training at team meetings. Keep training alive by ensuring it’s discussed and implemented. Give feedback about training so that it can be improved if necessary – and so we

know if we’re doing the right things and doing them well. Keep Training and Reference Manuals current. Review CARs received to identify underlying training issues and run toolbox

meetings to rectify.

SHL Training Plan This year’s SHL Contractors’ Training Plan is shown in Appendix 6. It shows the training SHL provides to contractors. It is absolutely essential that you and your team members attend the required training sessions. It is important because it means your company can deliver work to the required standard and not waste time and money going back to rework jobs. It’s important for us too because when our people book training sessions we want everyone who said they would attend, to be there. If your people attend the training our people don’t waste their time.




Trade Training

SHL’s Quality Assurance team provides trade training in the trade you are subcontracted for. This training is compulsory at onboarding stage, and all new employees will be required to attend a training session.

Any time thereafter you wish your new employees to attend a training session you can request this via the Trades team, your regional manager or at [email protected].

We know that taking time out for training costs you money. So when your team members attend our trades training sessions we will pay your company $40 per hour for each person who attends.

Our Trades Training Library is made up of manuals for all Trades Training modules. The manuals contain relevant sections from the building codes and the Kāinga Ora Amenities Condition Manual, Methods of Measurement, Procurement Guides and Master Specifications. You can access them on the Contractor Portal or pick up paper copies from your local SHL office.

Trades Training Manuals and Guides Available on the Portal

Baths, Showers & Hardieglaze Linings Fencing

Cabinet Joinery FVN550 Supply and Charge (Quick Ref)

Carpet Gib Wall Linings

Concrete Paths and Driveways Glazing

Cubic Metre (Quick Ref) Letterboxes (Quick Ref)

Curtains and Tracks Letterboxes and Clotheslines

Decks, Balustrades and Stairs Locations (Quick Ref)

Decoration – Exterior Painting Sashes and Frames

Decoration – Interior Painting I & II Scoping

Door Hardware Timber Flooring & Aluminium Capping

Doors and Frames Trees, Lawns and Gardens

Electrical Guidelines Vinyl

Exterior Building Maintenance Window Hardware

Window Hardware (Quick Ref) CAA200 Pricing for CSB500 & CSB5050 (Quick Ref)

mailto:[email protected]




Dulux Exterior Paint Training Once a year, SHL arrange Dulux training for all the exterior painters and prepaint maintenance carpenters. Dulux presents important information and training, and we take the opportunity to give feedback on achievement and to show our appreciation to our contractors.

27 Workload

We will always try to keep your workloads manageable

If it’s not working – please tell us

It is essential that you communicate regarding the following so we can assist:

You would like to take on more work

You would like to take on more trades people and would like more work from us

Resignations, illnesses or staff holidays are affecting your resourcing levels

We are dispatching too much work to you




Appendix 1



Getting Started

1 Contractual All regions Trades Relationship Manager

Documentation, compliance, rates, technology req’s

MOJ Req’s H & S

Overview

2 Processes All regions Trades Relationship Manager

Contractor Handbook

Invoicing

HNZ Codes, Methods of Measure, Amenity Condition Manual, KPIs, job process, reading job sheets

Payment procedures and dates

All regions Trades Coordinator Comms to business, including H&S, QA, Ops

All regions Finance team Setup Accounting Info

Trades training payment

All regions CCH Programme Admin Follow CCH programme process

3 Systems All regions Trades Coordinator

Te Mana CRM input

Arrange portal access

Circulate Outlook contact

Send Ongoing performance pages to H&S, QA, Ops

N/W, C, SA Trades Coordinator Northland Administration Manager

Portal training

4 Induction

All regions Trades & Compliance Admin

Book Induction session

Produce ID cards

All regions H & S team Facilitate induction session

5 First Jobs

NW, C, SA Trades Relationship Manager NL RSC, VSC, Planned Manager

Programme first jobs

Monitor workloads, on-site work, invoicing, portal entries

Respond to feedback from H & S, QA, Ops

Ongoing Performance

1 H & S All regions Health & Safety team

H & S plan in place

Schedule, deliver and follow-up H & S training modules

Site inspections: 1st

30 days, 2nd

30 days, 3rd

30 days

Keep in touch with Trade Relationships Manager and QA

2 Quality All regions QA team

Trades Training Classroom Modules and on-site follow-up

Quality Audits: 2nd

30 days, 3rd

30 days, ongoing as necessary

Keep in touch with Trade Relationships Manager and H&S

3 Delivery All regions Regional Managers,

Supervisors

Supervise first jobs, provide coaching

Keep in touch with TRM, H&S, QA




Appendix 2

People to Contact

Health & Safety

Northland North/West Auckland Central Auckland South Auckland 2

Katrina Elbertse 021 725 965

Shweta Panda 021 783 699

Ben Barber

Regional Managers

Northland North/West Auckland Central Auckland South Auckland 2

Maryke Els 021 682 656

Bill Harrison 021 190 5426

Patrick Bland 021 355 029

Juanita Ogle 021 893 419

Exterior Paint

Northland North/West Auckland, Central Auckland, South Auckland 2

Maryke Els 021 682 656

Alfreda Williams 021 747 231

Trades Management Team

Trades Relationship Manager Chantelle Bacon 021 743 086

HR and Trades Manager Lynda McGregor 021 68 00 95

Trades Coordinator – Portal and App support Brodie Adamson 021 193 4678

Trades Training

Quality Assurance Training Coordinator 021 686 172




Appendix 3

Penalties for Health and Safety Non-compliance

Our work site safety audits via the Safe 365 mobile app record compliance with the following:

Safe work site

ID cards, first aid kits, PPE

Power tools tagged

Scaffold safety

Drop sheets used

Environmental risk controls

Recycling and waste disposal After the first month with SHL, repeated non-compliances in any month will result in financial penalties.

First non-compliance No penalty

Second $25

Third $50

Fourth $100 Example: If there are 4 instances of any members of your team not having ID cards on

site, and 3 instances of there being no first aid kit on site, in a month, you will be fined as follows:

$ Fine

1st No ID Card

2nd No ID Card

3rd No ID Card

4th No ID Card

1st No first aid kit

2nd No first aid kit

3rd No first aid kit

0

25

50

100

0

25

50

Penalty payable for safety compliance breaches for that month $ 250




Appendix 4

Terms We Use

Indicates Kāinga Ora terminology Shading

ACC Accident Compensation Corporation

APPT Appointment made

BCTI Buyer Created Tax Invoice

BFP Kāinga Ora’s Boundary Fencing Programme

CAR Corrective Action Request SHL and Kāinga Ora request for contractors to return and rectify their work. SHL QA team receives SVR from Kāinga Ora QA team and forwards to the applicable SHL team leader, who contacts the contractors involved.

CCH Report Criminal Conviction History Report

Central Kāinga Ora region Central Auckland – for which SHL holds the Kāinga Ora PBMC

CHM Carpentry Hardware – Maintenance

CHW Carpentry Hardware – Window

CGH Community Group House (must phone first)

DNI Do not invoice

DSP Kāinga Ora’s Driveway Safety Programme

ECD Expected completion date

ECW Electrical circuit wiring

ELE Electrical work

EMA Employers and Manufacturers Association

EMS Electrical Miscellaneous

EPS Kāinga Ora’s Exterior Painting Programme

FOW Follow on Work – additional work required on job, possibly another trade

FY Financial year

GNL Kāinga Ora Priority Code: General – timeframe KPIs apply

GRA Goods Return Authority

GST Goods and services tax

H & S Health and safety

Head Contractor SHL is one of Kāinga Ora’s Head Contractors with a PBMC

HLP Kāinga Ora Leased, Private Owner – Kāinga Ora manages on behalf of owner

HNZC Housing New Zealand Corporation (Now Kāinga Ora – Homes and Communities)

HSE Health, safety and environmental

ICT Information and communications technology




ID Card SHL and Kāinga Ora Identification Card issued during induction

IVC Jobs sent to IVC (invoice) when work is already done – say, following MFF

Kāinga Ora Kāinga Ora – Homes and Communities (Government agency that provides social

housing, formerly known as Housing New Zealand Corporation or HNZ)

Kāinga Ora Asset House owned by Kāinga Ora as opposed to HLP and LPO

KA Type of Kāinga Ora exemption: All responses and completion exemption

KC Type of Kāinga Ora exemption: Completion exemption

KPI Performance standards of the PBMC of quality and timeliness

LC Left Card at Kāinga Ora property

LPO Kāinga Ora Leased – Private Owner – Kāinga Ora manages on behalf of owner

MD Managing Director

MFF Maintenance Feedback Form MFFs come to SHL by email from Kāinga Ora tenants via Kāinga Ora’s call center

MoJ Ministry of Justice

MoJ Form Form requesting a person’s authority for us to obtain their CCH report from the MoJ

MSD Ministry of Social Development

NHSS National Home Safety Service Programme

NOH No-one Home

Non-proc Non-procurement item (no Kāinga Ora code covers this item)

Non-Std Non-standard

North/West Kāinga Ora region North and West Auckland – for which SHL hold the Kāinga Ora

PBMC

Northland Kāinga Ora region North of Wellsford – for which SHL hold the Kāinga Ora PBMC

NTF Notice to Fix - Issued to SHL supervisors and contractors.

On Hold Job status is ‘on hold’ – No work allowed

OTH Other Works

PBMC Performance Based Maintenance Contract – SHL’s contract with Kāinga Ora

PLN Planned Works (Kāinga Ora priority code)

Portal SHL’s internet portal through which contractors access their jobs

PPE Personal Protective Equipment

QA Quality Assurance

RFPP Kāinga Ora’s Rheumatic Fever Prevention Programme

ROI Record of Inspection

RSC Responsive Scope (Kāinga Ora priority code)

RM Routine Maintenance (Kāinga Ora priority code)

S & F Supply and fit

SHL Spencer Henshaw Limited

SLA Service Level Agreement

SOR Schedule of Rates




South Auckland 2 Kāinga Ora region of South Auckland – for which SHL holds the Kāinga Ora PBMC

SVR Site Visit Record Audit findings from Kāinga Ora QA. SHL QA Manager receives SVRs from Kāinga Ora QA and forwards them to the applicable SHL team leader who contacts the contractors involved.

Te Mana SHL’s job management software system

Tenanted Kāinga Ora property with tenants living in it

TM Kāinga Ora Tenancy Manager

Tnt Tenant

Tradesman App SHL’s mobile phone application

URG Kāinga Ora Priority Code: Urgent H & S – make safe. Timeframe KPIs apply

URS Kāinga Ora Priority Code: Urgent Responsive – make safe. Timeframe KPIs apply

Vacancy Kāinga Ora property without tenants living in it – See VSC, Void

Variation Change made to a contract – often referring to SHL’s contract with Kāinga Ora

VO Variation to a Kāinga Ora work order

Void Kāinga Ora property with no tenants living in it - See VSC, Vacancy

VSC Kāinga Ora property with no tenants living in it - See Void, Vacancy

WD Kāinga Ora’s Warm and Dry Property Project

WIP Work in progress

WO Works Order

* Kāinga Ora also has a region called South Auckland 1

Key to Kāinga Ora Job Priority Codes


GNL General

PM Planned Maintenance



URG Urgent Health and Safety – make safe

URS Urgent Responsive – make safe

VSC Voids Scope




Appendix 5

Resources

Kāinga Ora Homes and Communities Kāinga Ora resources include:

Amenities Condition Manual

Method of Measurement

Scoping Guidelines

Master Specifications

Procurement Schedules SHL’s Trades Training Modules contain the relevant sections of these Kāinga Ora resources.

Employment New Zealand

NZ Government Employment Information Service https://www.employment.govt.nz/

https://www.employment.govt.nz/




Worksafe NZ Worksafe NZ makes many resources available – you can refer to their website: https://worksafe.govt.nz/managing-health-and-safety/health-and-safety-

representatives/resources-for-hsrs/

Puataunofo Puataunofo is a collaborative Worksafe NZ project tackling the issue of health and safety in the workplace. The programme was specifically designed with, and to support Pacific workers and their communities since 2007. Topics the programme covers include Work Safe NZ as our Regulator, Health and Safety at Work Act 2015, rights, responsibilities, obligations, working at heights, PPE and water safety — so they relevant for everyone working in our business, trades contractors and staff members alike.

https://www.youtube.com/watch?v=gx6gcViuu5w

Government Support for Small and Medium Businesses

https://thisislevel.nz/govt-support-for-smes/

https://worksafe.govt.nz/managing-health-and-safety/health-and-safety-representatives/resources-for-hsrs/

https://worksafe.govt.nz/managing-health-and-safety/health-and-safety-representatives/resources-for-hsrs/

https://www.youtube.com/watch?v=gx6gcViuu5w






Ministry of Foreign Affairs & Trade (MFAT) https://www.mfat.govt.nz/assets/CPTPP/New-Zealands-Support-for-Small-Business.pdf

Ministry of Business Innovation and Employment (MBIE)

www.business.govt.nz

Business Mentors New Zealand https://www.businessmentors.org.nz/For-Businesses/Business-Mentoring-new.aspx

https://www.mfat.govt.nz/assets/CPTPP/New-Zealands-Support-for-Small-Business.pdf

https://www.mfat.govt.nz/assets/CPTPP/New-Zealands-Support-for-Small-Business.pdf

http://www.business.govt.nz/

https://www.businessmentors.org.nz/For-Businesses/Business-Mentoring-new.aspx




Pacific Business Trust Freephone 0800 287 7526 https://www.pacificbusiness.co.nz/

Grants

https://www.pacificbusiness.co.nz/services/grants/

https://www.pacificbusiness.co.nz/

https://www.pacificbusiness.co.nz/services/grants/




Auckland Business and Investment

Free Business Advice https://www.aucklandnz.com/business-and-investment

https://www.aucklandnz.com/business-and-investment/start-and-grow/programmes-and- opportunities/workshops/business-clinics

Vaiola Pactific Island Budgeting Service Trust

Free and confidential budgeting service http://vaiola.org/

https://www.aucklandnz.com/business-and-investment

https://www.aucklandnz.com/business-and-investment

https://www.aucklandnz.com/business-and-investment/start-and-grow/programmes-and-opportunities/workshops/business-clinics

https://www.aucklandnz.com/business-and-investment/start-and-grow/programmes-and-opportunities/workshops/business-clinics

http://vaiola.org/




English Language Partners New Zealand

Learning English as a Second Language

https://www.englishlangu

age.org.nz/?gclid=CjwKCA

jw-

OHkBRBkEiwAoOZqlzHFpI

dl0vAQjjBIly9VxD90k55FV

rrlyJmGbiEZN6uUz1_-

R4DuJhoCdn4QAvD_BwE

Immigration New Zealand

Learn English as a Second Language https://www.newzealandnow.govt.nz/living-in-nz/english-language/learning-english

https://www.englishlanguage.org.nz/?gclid=CjwKCAjw-OHkBRBkEiwAoOZqlzHFpIdl0vAQjjBIly9VxD90k55FVrrlyJmGbiEZN6uUz1_-R4DuJhoCdn4QAvD_BwE







https://www.newzealandnow.govt.nz/living-in-nz/english-language/learning-english


Contractor Handbook Document Name TM OB 01 Document Number May 2019 Version Date

Appendix 6

Contractor Training Plan

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