Top Background

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 If we are unable to resolve problems, either party may submit a 14-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.  We are serious about safety, so 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 to appropriate authorities.
  2. Give your suggestion for a suitable resolution and be reasonable with requirements - no one can achieve the impossible, so please tell us what we can do that will solve the issue.
  3. Give a realistic timeframe for resolution to the problem.  Some matters will take time to resolve.
  4. Listen to or read the response carefully, and ask questions on anything that is unclear.
  5. For property owners, our Risk Free Guarantee applies.  Ask us how.
  6. If the person you are dealing with is unwilling to acknowledge or solve the problem, take it to the next level up.  In Rental Results, this would be the Director.
  7. If you need to take it higher, you may approach the Independent Property Managers Association or the Leading Property Managers of New Zealand for professional or ethical breaches.  For tenancy-related breaches, approach the Tenancy Tribunal for resolution.  The IPMA, LPMNZ, and Tenancy Tribunal will do what they can to assist in creating a suitable solution.  Tenancy Tribunal decisions are binding.
  8. If you are a property owner and unable to reach a fair outcome with us, the IPMA or LPMNZ, we will accept notice to end the management contract.

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Our Philosophy

We are honest and act with integrity.  We think it is necessary to love what one does, leave things better than they were found and take time to enjoy the world while we walk it.   We bring quality to others in our dealings and treat people with respect.  
We think it is essential to have fun, so humour is always welcome at Rental Results.

Awards & Associations

We are a member of the Independent Property Managers' Association (IPMA), and Leading Property Managers of New Zealand (LPMNZ).

We are also members of the Wellington Property Investors Association and Jackie Thomas-Teague is the former president.