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COVID-19 FAQs

Below you will find answers to frequently asked questions related to Council services and facilities impacted by the COVID-19 response. We will continue to update this page as new information becomes available.

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Animal Control

The Animal Control Centre will be open by appointment only. This can be done by calling (06) 871 5000 and asking to speak to the Shelter Manager.

If the dog does not appear to be dangerous or aggressive then attempt to contain the dog. Once the dog is contained then make enquiries with neighbours (via telephone) as to whether they know of the dog or its origin. Should you be able to trace the dog owner then consider handing the dog over to its owner. Should the latter prove too hazardous then contact HDC and request further assistance via the contact centre. Should the dog prove to be aggressive and/or dangerous do not attempt to contain it and call HDC for assistance.

Should the attack result in serious injury then seek medical assistance first, thereafter contact HDC and an Animal Control officer will contact you back in order to initiate an investigation. Should the attacking dog still be at large then the Animal Control officer will respond accordingly.

Every reasonable effort is and will be made to return all dogs directly to their owners. Those that can’t be returned will be well looked after by shelter staff.

Aquatics

Yes both pools will reopen at Level 2 on Wednesday May 20. For the first two weeks the public opening hours will be Monday to Friday 6am – 6pm and Saturday 9am – 12pm.  Sunday - Closed.  Please note there will be only limited lane space available for lane swimming between 6am – 8am and 4pm – 6pm weekdays due to squad swimming. Opening hours will be reviewed after two weeks.

The facilities will open to our communities and swimming groups – such as swim club squads. However, learn to swim lessons will not commence immediately. We will advise when these lessons will restart and for which levels.

Under Level 2, bookings will be required for lane swimming. This can be done by phoning the pools or in person. Physical distancing will also be required while in the facilities. Change rooms will be limited so please come ready to swim. A poolside toilet/change room will be available and cleaned by staff after each use. There will also be a requirement to sign into the facility each time you visit.

If people wish to contact the pools they are best to email until Tuesday May 19 and then phone from Wednesday May 20. 

Art Gallery

The Hastings City Art Gallery will re-open on Thursday May 21. Public opening hours will be Wednesday to Saturday 10am-4pm.

You can see images of our past exhibitions on our website. Check back regularly, as we are working on adding more exhibition content to our website and social media at the moment.

Yes, we are inviting submissions for our EAST 2020 show. Submissions close on 30 June 2020, and you can see more about the show and requirements for submissions here.

We are also accepting submissions for our Alcove and Foyer spaces for the 2021 calendar year. Click here to see details.

Due to the limits on gatherings and events under Level 2, all our openings and floor talks have been cancelled

All of our onsite Public Programmes and Education Programmes are closed for the time being. Our education programme will be delivered online, so get in touch with us if you would like further information about how to access that.

Yes! We know this has been a tough time to keep your kids engaged in learning, so we have some great art activity worksheets on our website.

We now have PayWave, so yes! You can purchase items using contactless payment.

The best way to reach us at the moment is by email. Send your message to hastingsartgallery@hdc.govt.nz and we’ll make sure it gets to the right person to help you.

Building and resource consents

During Level 2 we will continue to process building consent applications and these will be issued in hardcopy once the invoice has been paid in full. 

All building consent applications are accepted digitally.  This can be done by logging onto the Hastings District Council website and clicking on the “Do It Online” tab. Under “Consents” you will find “Building Consent Application”.

We will not be offering face to face meetings at the duty desk during level 2.  We will continue to respond to customer enquiries via email and the Council Contact Centre (call 06 871 5000 otherwise email customerservice@hdc.govt.nz

There will be building inspections at Level 2.  Please ensure the hardcopy packet and all documentation is onsite before booking the inspection.

The following additional questions will be asked during the inspection booking process:

  • What are the contact details for the COVID-19 Responsible person?
  • Do you have a COVID-19 Response plan in place and a site register? If the answer to either of these questions is no then we will not be able to undertake the inspection

We are continuing to process resource consent applications and with the move to Level 2 we will be arranging site visits where necessary.

New resource consent applications will be accepted digitally using the on-line application process.  This can be done by logging onto the Hastings District Council website and clicking on the “Do It Online” tab. Under “Consents” you will find “Resource Consent Application”.

We will not be offering face to face meetings at the duty desk during level 2.  We will continue to respond to customer enquiries via email and the Council Contact Centre (call 06 871 5000) otherwise email customerservice@hdc.govt.nz

Cemeteries and crematorium

The Chapel is currently closed,  we are currently working through the new Ministry of Health guidelines with Funeral Directors and hope to have an update to you early next week.

Burial services of up to 50 people can take place provided the Funeral Director has approval from the Ministry of Health, please contact Funeral Directors for more information

Community centres

Yes, the Flaxmere Community Centre will reopen on Thursday 14 May (gym only) and the Camberley Community Centre on Monday 18 May. Both facilities will be operating with reduced services and hours.

To access the FlaXrock Gym you will need to make a booking by calling the Flaxmere Community Centre on (06) 879 9812 or by emailing flaxmerecc@hdc.govt.nz. No drop-ins will be admitted. Note: An online booking system is currently being developed and should be available for use soon. Keep an eye on our Facebook page for further updates regarding this.

Flaxmere Community Centre (gym only) will operate Monday to Friday 10am-5:30pm and Saturday 10am-12pm. Camberley Community Centre will be operating Monday to Friday 8am-1pm.

Council meetings

Council and Committee meetings will continue remotely until further notice.             

Customer service

The Lyndon Road Customer Service Centre will be open Monday to Friday 9am-5pm for transactional business only e.g. rates payments, applications and dog registration. Access will be controlled to enable contract tracing and manage numbers on site. Please note there will be no planning or consent staff on duty. Forurgent inquiries only call 06 871 5000 otherwise email customerservice@hdc.govt.nz or complete the relevant online form for all other requests.

There are a number of enquiries and applications that can be lodged online. Please visit www.hastingsdc.govt.nz and click on the ‘Do it Online’ tab in the top right hand corner of the page.

Drinking water

No, the chlorine free taps will remain turned off at Level 2 to help prevent the spread of COVID-19.

 

Yes, if you see a water leak please email Council or complete the online fix-it form.

No, all drinking fountains will remain shut off at Level 2.

i-Sites

The Hastings i-SITE will reopen on Monday May 18 with the hours 10am-3pm Monday to Friday. However, the Havelock North i-SITE will remain closed under Level 2.

Libraries

The Hastings District Libraries (Hastings, Flaxmere, Havelock North) facilities will open with limited services from Monday, May 25. All facilities will operate under reduced hours. Please note the following restrictions:

  • Contact tracing and sanitising on entry is required
  • A limited number of (safely spaced) public computers are now available for use
  • Staff are unable to provide hands-on help with public computers, printers and mobile devices due to physical distancing requirements
  • The following services will be unavailable: meeting rooms, physical programmes and daily newspapers
  • Visit the Hastings District Libraries website for opening hours

Due to physical distancing requirements, there will be a limited number of people in the library at any one time. With that in mind, please keep your visit as quick as possible to allow others in our community to also make the most of the library facilities at this time.

Normal browsing and borrowing is now available, within physical distancing requirements. However, our Pick and Mix service will remain to help your visit be as efficient as possible.

  • Pick n Mix: You fill out an online form with your book preferences and our expert librarians will make a selection for you based on those preferences, package it up, put it against your library card account and you can collect. Find our Pick & Mix service here.
  • Click & Collect: You search the libraries’ catalogue online for specific titles you want, place a hold and the library contacts you when they’re available. (There may be a long delay with this as many books are out on loan till Oct 1.) They’ll also be packaged up, put against your card and ready for collection from your library.

Do I need a library card to get Click & Collect books? If I don’t have one, how do I get one?
You will need a library card to issue any items from the library. If you do not have one, fill out a membership form here.

We are taking a slow and steady approach to reopening in this changed environment. This means we are playing it safe, and taking our time to put all the necessary procedures in place to ensure you and your whānau are completely safe when you come into the library. Rest assured, we’re working towards fully reopening as soon as we can.

We will assess our service offering and open hours regularly over the coming weeks and months, so make sure you follow us on Facebook for all the latest updates.

Our aim is to allow you to access library services in a safe way. This means there will be a limited number of people in the library at any one time. With that in mind, we would love you to keep your visit as quick as possible to allow others in our community to also make the most of the library facilities, too.

A limited number of safely spaced public computers are now available for use. However physical distancing requirements means our staff are unable to provide hands-on help with public computers and printers at the moment.

Our aim in Level 2 is to allow you to access library services in a safe way. This means we’ve had to restrict the use of some of our services, and minimise contact, in order to minimise the risk of spreading COVID-19 and ensure the safety of you, and those around you.

Our Books at Home service is available for residents who are housebound due to mobility issues or ill health. To discuss eligibility for this service call us on 871 5000 or email your contact details to libraries@hdc.govt.nz and one of our staff will contact you.

Yes, holds can be requested as normal. However, there may be delays to extended due dates on loans taken out just prior to lockdown. Holds which are available can be picked up as normal. Holds charges will be reinstated from June 1.

Yes you can now return your loans, however there is no rush. Due dates for items taken out before lockdown remain at October 1. No library fines will be incurred for these items until after October 1. Items will be issued for 28 days from now on and any overdue books will incur fees.

Our ebooks can always be accessed via the Libraries’ website eLibrary or the Hastings District Libraries app. Hastings District Libraries members can borrow from a large collection of eBooks and eAudiobooks in our eLibraries. This is a completely free service, with no holds or overdue charges. To access online content you need to login with your Library card number and PIN. If you are unsure of your PIN, call us on (06) 871 5000 or email us on libraries@hdc.govt.nz with your Library card number and we will set one up for you.

Yes, our free databases are accessible from home via the library website. To access online content you need to login with your Library card number and PIN. If you are unsure of your PIN, call us on (06) 871 5000 or email us on libraries@hdc.govt.nz with your Library card ready and we will set one up for you.

Parks and reserves

Yes you can, but please following the physical distancing guidelines. Our parks are open to walkers and cyclists. For information on open trails see www.hbtrails.co.nz.

Yes all playgrounds across the district will reopen at Level 2. Please ensure all hands are clean and sanitised before using and if you or your children are feeling at all unwell please stay at home.

No these will remain closed under Level 2.

Yes they will under an increased cleaning regime. Soap will be supplied but you will need to bring your own means of drying your hands.

No, all public drinking fountains in the region remain disabled. We recommend taking your own water bottle.

Te Mata Park (operated by the Te Mata Park Trust) is open, with Te Mata Peak Road open again to vehicles. Gates closures return to the normal hours of 10pm – 6am.  Please be aware that forestry is underway and it is critical that you abide by the track closures for your own safety. The toilet at the Tauroa Road entrance will remain closed while forestry is operating in this area.

Yes, but you will need to be in a self-contained motorised vehicle.

Facility users will be advised of their health and safety requirements to be signed-off before operating.

William Nelson Skate Park will reopen for use under Level 2 from 8am until 5pm daily beginning Monday May 18. Access will be restricted to entry via one gate and name and contact details will need to be provided to assist with any future contract tracing requirements.

Parking

Parking will remain free until 31 May, however our Parking Team will be out enforcing time limits and safety issues. Normal parking fees will resume on 1 June.

Public toilets

All public toilets will reopen at Level 2 with an increased cleaning regime. Soap will be supplied but you will be required to bring your own means of drying your hands.

Public transport

GoBay buses are owned and operated by Hawke’s Bay Regional Council. Please view the www.gobay.co.nz website for service updates.

Public WiFi

Council’s free public WiFi remains shut off for now and will be reviewed on May 25. This is a public safety measure to prevent uncontrolled public gatherings outside of our facilities. 

Rates and finance

If you have a current direct debit or automatic payment this will continue as normal. Under Level 2 rates can be paid at Council’s customer service centre. Rates payments can also be made electronically (via the Do It Online tab on the HDC website), over the counter at your bank if it is operating, or by posting a cheque. If you are experiencing financial hardship and need help with paying your rates, please contact our Rates Team by emailing customerservice@hdc.govt.nz.

Yes – we are making more regular payments than normal (now on a weekly basis) as we are aware some of our suppliers will be under financial pressure.

Rubbish and recycling

Kerbside recycling collection has resumed for glass, paper and cardboard only. Put it out on your usual collection day before 7am. Seperate glass from paper and cardboard, do not put glass in a cardboard box.

People are encouraged to use their new crates from when they receive them. 

We will not be collecting plastic and cans until further notice – please dispose of these in your rubbish as we do not recommend that households continue to stockpile.

Henderson Road and Blackbridge recycling depots will open from Wednesday 20 May, bookings essential.

The reuse shop at Henderson Road remains closed for the drop off and sale of second hand items.

Unmanned recycling stations remain closed across the district, we continue to look at out how we can operate these meeting the Covid-19 requirements.

Please place plastic, tins and cans directly into your rubbish bin/bag or arrange to take them to Henderson Road Recycling Centre, making a booking first.

We regret that we are currently unable to recycle plastic and cans as we usually would.  The current contractor no longer has access to the sorting facility we were using  before we moved to Alert Level 4 as this has closed. We will be using a different facility with the new contractor, however the new contractor  has had to delay starting due to Covid 19 impacting the set up of their operation locally. The demand for sorting facilities is high accross New Zealand and we have no where for these items to go therefore plastics, tins and cans can’t be collected until further notice.

Transfer stations are open to the public under a strict booking system to meet contact tracing requirements. Visit the Transfer Stations page for more information and to make a booking. Existing account holders do not need to pre-book.

The transfer stations are now open to the public and the Orange Bag drop off is still available during opening hours. This has temporarily moved to the front gates of the Henderson Road Transfer Station, allowing residents to swing in and around, drop bags into the trailer and drive off. We have a staff member at the front gate to manage the both the process and traffic control.

Omarunui Landfill is fully operational to registered users only.

The delivery of new recycling crates, which was suspended at Level 4, is currently underway and almost finished. Enter your address on the crate delivery map to find out when your crates are scheduled to be delivered. If there is an issue with your crate delivery, please submit this form.

The new kerbside recycling service that was due to start in May has been delayed due to the COVID-19 pandemic creating delays.  . The delivery of the new black recycling crates is currently underway – please start using your bins as soon as they arrive.

This is on track to start on 1 July with the delivery of the wheelie bins due to start 2 June. Please check back for updates – as with crate delivery we will provide a delivery schedule so you can find out when your wheelie bin should arrive.

In terms of the Covid-19 situation, and the brief suspension of service, this may not result in any annual savings. The increased Health & Safety requirements and expected higher volumes of recycling for collection when it resumes due to the backlog, will result in additional costs to Council once services are up and running again.

The decision was made to suspend the recycling service in the short term to ensure the Covid-19 pandemic was contained and meeting the requirements of Alert Level 4. When making decisions about what services we deliver, Council’s priority will always be the safety of the community, our contractors and our staff.

The recycling rate is based on the budgeted costs for each rating year. The actual costs can vary due to fluctuations in volumes and the revenue (or cost in some cases) received from the sale of the recyclable material. Any variance at the end of the year is factored into the future costs of recycling and the setting of rates.

Security (compliance)

During Levels 4 and 3 Kaitiaki were redeployed to assist at the Henderson Road Transfer Station and Cemeteries. Under Level 2, they will resume working at the Hastings Library and Flaxmere Community Centre. They may also be deployed to other facilities dependent on the level of service being provided and the demand for service elsewhere.

City Assist will resume providing normal service in Hastings city centre and Flaxmere town centre under Level 2.  

Sports centre

Hastings Sports Centre will remain closed while restrictions on gatherings are in place. This will be reviewed on May 27.

Storm water

Yes, all storm water services will continue to be maintained, and priority work carried out.

Toitoi: Hawke’s Bay Arts & Events Centre

Toitoi remains closed to the public while restrictions on gatherings are in place. This will be reviewed on May 27. During the lockdown, the Toitoi team have been busy working behind the scenes to ensure they can open as soon as possible with all necessary health and safety measure in place. They are also available by email for all future event booking enquiries – contact info@toitoivenues.co.nz

Owls Do Cry, Menopause - The Musical, The Tapeface Show and International Comedy Allstars have all been cancelled. All tickets purchased to cancelled shows will be refunded in full. Heath Franklin’s Chopper – The Silencer and Yesterday Once More have been postponed. Please bear in mind, the COVID-19 situation is evolving daily, so we are working closely with promoters during this time. If you have purchased tickets to an event which has not been cancelled, please follow Toitoi on Facebook and Instagram (@toitoivenues) to keep up-to-date with the changes as they happen.

If you have a ticket to a postponed show and can’t make the new date, please contact Ticketek directly on 0800 842 538 for a full refund. To see the new dates of postponed and upcoming shows, visit the Toitoi website.

All purchased tickets to cancelled shows will receive a full refund. Additional information:

If you purchased tickets online or over the phone by credit or debit card, you will be refunded in full (including ticket insurance premium, if relevant). You do not need to take any action for this to happen.

Please allow up to 14 working days for the refund to appear in your account.

If your credit or debit card has been permanently closed/cancelled, or the card has expired, please phone Ticketek with updated bank details, on 0800 842 538 in order to process your refund.

If you do not provide the correct details, we will be unable to refund your tickets.

If you purchased tickets in an Agency using cash or EFTPOS, you will receive a full refund to a bank account. Please phone Ticketek on the above number to supply your bank account details so we can process your refund.

If you are unable to reach us, please email online@ticketek.co.nz with the details of the event you purchased tickets for, and your updated bank details.

As you can imagine, Ticketek is dealing with an enormous number of refunds and cancelled shows at the moment, so your patience and understanding is greatly appreciated.

Transportation (roading)

Planned maintenance, roading projects and inspections will continue under Level 2.

Volunteering

William Nelson Skate Park

William Nelson Skate Park will reopen for use under Level 2 from 8am until 5pm daily beginning Monday May 18. Access will be restricted to entry via one gate and name and contact details will need to be provided to assist with any future contract tracing requirements.

Youth Pop-Up

Yes the Youth pop-up will reopen on Monday May 18 by appointment only with the operating hours of 10am-2pm. To make an appointment please call 0800 4 YOUTH or email youth@hdc.govt.nz

Visit the Youth Employment page and complete the online form and we’ll get in touch as soon as we can.

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