Contact Tenancy Services About a Bond: Phone and Online Options

Tenancy Services is the government body that holds residential bond money lodged with it in New Zealand. If you have a question about a lodgement, a refund, a missing confirmation, or a Bond Hub problem, here are the direct contact routes.

Phone Numbers

Tenancy Services has one information line for bond and other tenancy enquiries:

• 0800 836 262 (0800 TENANCY) — use this for bond lodgement and refund queries, missing Bond Numbers, payment matching issues, and broader tenancy questions.

The line is open 8:00 am to 5:30 pm, Monday to Friday, and closed on public holidays. Wait times can be long during peak periods — January (post-holiday lodgements) and February (university tenancy turnover) are particularly busy.

Bond Enquiry Form

For bond-specific enquiries, use the bond enquiry form on the Tenancy Services Contact Us page.

Include the property address, your full name, and the approximate lodgement date. If you have your Bond Number or Landlord ID, include those too — it speeds up the lookup significantly.

The online form is often more practical than the phone for non-urgent queries like chasing a missing acknowledgement or confirming whether a top-up payment has been matched.

Online Portal (Bond Hub)

The Tenancy Services portal at tenancy.govt.nz lets you check bond status, lodge new bonds, submit refund requests, and manage tenant changes without calling anyone. Most bond transactions can be completed entirely online through Bond Hub or connected property management software.

If you cannot find what you need in Bond Hub, the site also has a comprehensive FAQ section covering lodgement, refunds, disputes, and the digital-only transition that took effect on 29 June 2026.

When to Contact Tenancy Services

The most common reasons landlords contact Tenancy Services:

• Missing acknowledgement — Tenancy Services says a complete, correct lodgement can take up to 10 working days to process. If you have not received confirmation after that, check Bond Hub and contact Tenancy Services.
• Payment not matched — you transferred the funds but the portal still shows the lodgement as incomplete
• Refund delays — you submitted a refund form with tenant agreement but the payment has not arrived after 10 working days
• Bond Hub login problems — you cannot access your registered account or find your bond records

For dispute resolution, Tenancy Services also offers free mediation before either party needs to apply to the Tenancy Tribunal.

For a complete guide to the bond process including lodgement, refunds, and a compliance checklist, see the NZ Bond Lodgement Guide.

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