Enliven’s contract for home-based support services in the Auckland, Counties Manukau and Waitematā areas has not been renewed by Health New Zealand.
This means that Enliven in future will no longer provide home-based support services in these areas.
Note: the decision does not affect other Enliven areas – home-based support services in Waikato, Bay of Plenty, Lakes areas or our Day Services or Individualised Funding. These services will carry on as normal.
What happens next
Health New Zealand has told us it expects to start the transition in March 2027 but are still working on dates. We will update clients and whānau when we get more information. This means the home-based support services we currently provide to you will stop from this time and will be transferred to another provider.
At this stage, we do not yet have details of the new providers or the transition plan from Health New Zealand. However, the needs and wellbeing or our clients remain very important to us. We will work closely with Health New Zealand and the incoming providers to support a safe and well-managed transition.
If you have any questions or concerns in the meantime, please contact the Enliven call centre on 0800 365 4836, where our team will do their best to assist you or connect you with the appropriate person.
At Enliven, we are very proud of the quality service that we deliver. We will continue to deliver this service right up until the contract transitions to the new providers. We appreciate your understanding as we go through this change.
Information for clients and whānau
Q. What does this mean for the care I receive from Enliven?
A. Nothing will change for now and we’ll continue to deliver services right up until the contract transitions to the new providers. We will let you know timing as soon as Health New Zealand confirm this. We appreciate your understanding as we go through this change.
Q. Will I still have the same support worker caring for me?
A. It is not yet clear whether Health New Zealand will transition our support workers to the new provider. We have reached out to Health New Zealand for more details around this process. For us at Enliven, our clients remain our focus. We want to make the transition process as smooth as possible for you.
Q. When does the Enliven service end?
A. Health New Zealand has indicated that transition will start from March 2027, but specific dates are currently unclear. We will give you more information as soon as we know.
Q. Does this affect Day Services clients in Auckland and Counties Manukau?
A. No. Fortunately these are different contracts so are not affected. This service continues as is.
Q. Will this affect clients in other parts of the country (Waikato / Bay of Plenty / Lakes)?
A. No. Other Enliven services outside Auckland, Counties Manukau and Waitematā are not affected, and we will continue to service clients in other areas. Individualised Funding is also not affected.
Q. What will happen to me?
A. Your care will be transitioned to a new provider and you will receive your support from them. We are working with Health New Zealand and the new providers to make this as smooth as possible for clients. We also appreciate that staff have strong relationships with clients and that this may be difficult if staff cannot transition with their existing clients.
Q. Has this decision been made because of the quality of the service Enliven provides?
A. This is not about the quality of our service or our staff. We are proud of the care, dedication and professionalism our staff show every day, and of the difference they make in the lives of our clients. We are very disappointed in this decision.
Q. What do clients do between now and March 2027?
A. Clients do not need to do anything. We will continue to deliver services right up until the contract transitions to the new providers. We appreciate your understanding as we work through this change.
Q. Will I automatically transfer to the new provider?
A. Yes, clients will transfer to the new provider. We will give you more information as soon as this is clearer.
Q. Why did Enliven lose the contract?
A. Health New Zealand made the decision to award the new contract to other providers. We believe we put forward a very strong proposal to keep the contract and are very disappointed by this decision. We know this outcome will be disappointing for many clients as it is for us. Our focus now is on supporting clients and our people as we work through the transition process.
Q. I'm worried and don't know what to do.
A. We understand this may feel overwhelming or uncertain for clients. Please take time to read the information, ask questions and seek support if you need it.
Enliven call centre: 0800 365 4836