Complaints & Resolution
Tell us when something has gone wrong with our service, and find the right place for independent help.
Last updated 5 October 2026
Raise a concern with Impression
Email info@impression.co.nz with “Complaint” in the subject, call 0800 4677 377, or write to Impression Real Estate Limited, 14 Beaumont Street, Freemans Bay, Auckland 1011. Include your contact details, the relevant property or service, what happened, key dates and the outcome you are seeking. Provide relevant records but avoid unnecessary sensitive information.
Reviewing your concern
We will acknowledge a formal complaint within 2 working days and aim to give you a substantive response within 10 working days. If we need more time to investigate, we will tell you what is happening and when you can expect to hear from us.
The relevant manager or a senior team member will review the complaint first. If the concern is about that person, or is not resolved, it will go to an appropriate senior manager, the COO or the CEO. We will explain our response and any proposed next steps. Our process does not limit your legal rights or extend any legal time limit.
Independent help
For residential landlord and tenant disputes, Tenancy Services explains self-resolution, mediation and the Tenancy Tribunal. Unit Titles Services provides guidance on body corporate and unit title disputes.
For personal information concerns, you can contact the Office of the Privacy Commissioner. If a complaint concerns licensed real estate agency work, you can contact the Real Estate Authority directly without first using our process, or after using it. Most residential property management complaints fall outside the REA’s scope; the REA can explain whether it can consider your concern.
Urgent repairs and immediate danger
Do not rely on a complaints email for an emergency. Call 111 if there is immediate danger. For urgent property issues, contact your property manager using the emergency details in your tenancy information and follow our maintenance guidance.