Te Toi Mahana adopts Nintex to streamline housing ops

Te Toi Mahana has implemented Nintex Process Manager as it standardises operations across Wellington's public housing portfolio and prepares for an expansion of affordable homes.

The community housing provider, which manages about 1,900 properties across the capital, said it needed a consistent approach to tenancy management, maintenance, health and safety, and compliance as it established itself as an independent organisation. Te Toi Mahana supports nearly 3,000 people and plans to add 500 more homes over the next decade.

Te Toi Mahana took over the city's public housing portfolio after it was established as a charitable community housing provider. The organisation said it had to build internal processes quickly while continuing day-to-day housing services.

"Te Toi Mahana is only two years old, so establishing a new organisation while continuing to deliver essential housing services was a huge challenge," said Sebastian Abril, Service Development Manager, Te Toi Mahana. "We had to build a strong foundation and deliver consistency quickly, to make sure tenants, staff, and partners could rely on us from day one. Our focus was on giving people the tools, clarity, and confidence to deliver great service, even in a fast-changing environment."

Process mapping

Te Toi Mahana adopted Nintex Process Manager to map and manage end-to-end processes across maintenance, tenancy management, anti-social behaviour response, health and safety, recruitment, and onboarding. The organisation said the work included defining ownership, review cycles, and compliance checkpoints.

The process work aims to make information easier to find and speed up decisions. Te Toi Mahana said it expected frontline teams to spend less time searching for answers and more time on tenant services.

"The biggest impact of adopting Nintex Process Manager as a young organisation is how it has changed the way we work with our frontline teams as we standardise our practice," said Abril. "By starting to use Nintex University, both our specialists and our people on the ground are not only building professional capability in process mapping, but they are also informing how decisions are made. Their questions, real-world challenges, and insights directly shape the standards we create, which has made the work more engaging and empowering."

Te Toi Mahana also linked the process work to internal collaboration and documentation. It said clearer process ownership reduced duplication and cut internal email traffic in some areas.

"With clearer processes, we are already seeing opportunities to reduce duplication, cut unnecessary email traffic, and improve how we collaborate. There is a shared sense of ownership unique in this project. Everyone understands their role in the bigger picture and continues to define the level of quality, assurance, and service we strive for. Ultimately, that means safer, faster outcomes for our tenants."

Staff onboarding

The organisation said accessible, well-documented processes improved staff onboarding and internal communication. Te Toi Mahana pointed to this work as part of a wider focus on accountability and collaboration as it grows headcount and services.

Te Toi Mahana has been recognised among New Zealand's Best Places to Work for two consecutive years. It also reported a 76% approval rating in its first tenant survey, compared with 75% in the previous assessment. The organisation said the survey results came during the transition from a local government service to an independent, not-for-profit housing provider.

Automation plans

Te Toi Mahana said its current emphasis remained on process management, with further work planned on automation and artificial intelligence. The organisation said it was exploring Nintex AI Document Processing for drafting process documentation, compliance reviews, and validating legal requirements.

"We're a young organisation, but we've already learned that structure gives you space to grow," said Abril. "With clear processes and reliable information, we can evolve faster, stay compliant, and focus on what matters most, supporting people to live safely and with dignity."

Nintex said the project reflected demand for standardisation in social housing operations as providers manage safety, tenant services, and regulatory requirements at scale.

"Social housing providers like Te Toi Mahana carry an enormous responsibility, every process directly impacts people's lives," said Keith Payne, Regional Vice President, APAC at Nintex. "By building a culture of consistency and clarity, they're showing how process excellence can scale purpose-driven organisations without losing their human touch."

Te Toi Mahana said it expects to continue documenting and refining processes as it adds homes and expands services across Wellington.