Kia ora — this is an anonymised example taken from an actual Premium Support case. Every name, date, location, and identifying detail has been fully redacted or altered so the original case cannot be recognised. The purpose of sharing this is simply to show members what a full Premium package looks like in practice, from intake through to hearing preparation.

Premium Support Package — Fully Redacted Real Case Example

1. Intake Summary

Tenant A had been living in a rental property for over a year. During this time, they reported multiple issues to the landlord, including maintenance failures, health and safety concerns, and communication breakdowns.

The tenant felt overwhelmed and uncertain about how to present their case to the Tenancy Tribunal. They sought support to organise their evidence, understand their rights, and prepare for the hearing.

2. Issue Breakdown and Legal Framing

The tenant's concerns were categorised into the following legal issues:

- Failure to maintain the premises in a reasonable state of repair (Residential Tenancies Act, Section 45(1)(b))

- Breach of Healthy Homes Standards (Section 45(1)(bb))

- Interference with quiet enjoyment (Section 38)

Each issue was matched with relevant evidence and legal references to support the tenant’s claims.

3. Evidence Plan

The evidence bundle was structured as follows:

- Timeline of events (with dates and descriptions)

- Photographs of property conditions (e.g. mould, leaks, damage)

- Communication logs (emails, texts, and call records)

- Maintenance requests and responses

- Receipts for out-of-pocket expenses

- Reports from professionals (e.g. building inspector, GP)

All identifying information was redacted and replaced with neutral labels.

4. Written Submissions

The written submission included:

- A brief background of the tenancy

- A structured summary of each issue

- Legal references to the Residential Tenancies Act

- A list of orders sought (e.g. compensation, work orders, exemplary damages)

The language was formal, respectful, and focused on facts and law. The submission was formatted for clarity and ease of reading by the adjudicator.

5. Hearing Pack Index

1. Cover Page

2. Table of Contents

3. Written Submissions

4. Timeline of Events

5. Evidence Bundle

   - Photos

   - Communication Logs

   - Receipts

   - Reports

6. Relevant Legislation (RTA excerpts)

7. Hearing Script and Q&A Preparation

6. Hearing Script

The hearing script included:

- Introduction: Name, address, and reason for application

- Summary of key issues

- Step-by-step guide for presenting each issue

- Prompts for referring to specific evidence

- Closing statement and summary of orders sought

The script was designed to help the tenant stay calm, focused, and persuasive during the hearing.

7. Q&A Coaching Sheet

Common landlord rebuttals and suggested responses:

- Landlord: 'I didn’t know about the issue.'

  Tenant: 'I reported it on [date], as shown in this message/email.'

- Landlord: 'The tenant caused the damage.'

  Tenant: 'Here is the evidence showing the issue was pre-existing or due to wear and tear.'

- Landlord: 'I couldn’t get a tradesperson in time.'

  Tenant: 'The issue was urgent and required prompt attention under the RTA.'

8. Post-Hearing Follow-Up Notes

After the hearing, the tenant received a written decision from the Tribunal.

We reviewed the decision together, clarified the outcome, and discussed next steps.

Support was provided for enforcement of any orders, including guidance on how to follow up with the landlord or apply for compliance if necessary.