Complaints Procedure

We are reasonable, level headed people with common sense.  If you have a problem with with Rental Results Ltd, any representative of the company, trades-people, tenants or property owner, we ask that you talk to us about it first and we will try to resolve the problem. The vast majority of problems can be sorted out through constructive discussion.

Tenants are encouraged to approach Tenancy Services to learn their rights and responsibilities under the various laws or acts affecting their tenancy on 0800 83 62 62 (0800TENANCY) or www.dbh.govt.nz. If we are unable to resolve problems, either party may submit a 10-day-notice-to-remedy and/or apply to Mediation/Tribunal.

If you are unable to resolve the issue this way, please follow these steps:

1. Let the person involved know you have a concern by phone call, email, letter, or 14-day-letter-, depending on the nature of the complaint.  Serious issues should always be in writing.  Be specific, clear on the details of the issue, and calm.  All of our team are authorised to remove themselves from heated situations.  We will not tolerate verbal or physical assault, and will report any threats.
2. Give your suggestion for a suitable resolution and be reasonable with requirements - no one can achieve the impossible.
3. Give a realistic timeframe for resolution to the problem.  Some matters take time to resolve.
4. Listen to or read the response carefully.
5. If the person is unwilling to acknowledge or solve the problem, take it to the next level up.  In Rental Results, this would be the Director.  If you need to take it higher, you may approach the Independent Property Managers Association for professional or ethical breaches.  For tenancy related breaches, approach Tenancy Tribunal.  The IPMA and Tenancy Tribunal will do what they can to assist in creating a suitable solution.  Tenancy Tribunal decisions are binding.
6. If you are an owner and unable to reach a fair outcome with the IPMA, we will accept notice to end the management contract.  If we cannot work together, it is better we part.