What is the correct complaints procedure?

The first point of call for anything during your tenancy is your property manager. If you have any problems, please contact them first and foremost. They are more than able to deal with any concerns you may have. 

Should you feel the problem is unable to be dealt with by your property manager, then you are welcome to contact the administration manager – Tash Smith. Her email address is tash@impression.co.nz.