If something has gone wrong, here is how to raise it with us, what we will do about it, and where you can take it if we do not resolve it.
Last updated 30 August 2026.
Draft for Nexus to review: this wording has not yet been confirmed by the client or checked by their legal adviser.
Most problems are sorted fastest by the person already dealing with the property. Contact your property manager directly, set out what happened and what you would like done about it, and give them a chance to put it right.
If that does not resolve it, or you would rather not raise it with your property manager, contact the Nexus office on 07 839 2222 or email nexuspm.nz@raywhite.com. Put "Complaint" in the subject line so it is routed properly.
Tell us the property address, the names of anyone involved, what happened and when, what you have already tried, and the outcome you are after. We will acknowledge it, look into it, and come back to you with what we have found and what we propose to do.
If you are still not satisfied, you can take the matter further, and you can do that at any point rather than waiting for us.
For a dispute about a tenancy, such as rent, bond, repairs, notice or access, Tenancy Services provides free information and a mediation service, and the Tenancy Tribunal can make a binding decision. Start at tenancy.govt.nz.
For a concern about real estate agency work carried out by a licensed salesperson or agency, the Real Estate Authority handles complaints about licensee conduct. Start at rea.govt.nz.
For a concern about how your personal information has been handled, the Office of the Privacy Commissioner can investigate. Start at privacy.org.nz.
Give us the detail and the documents, keep it to what happened rather than the person, and let us come back to you before escalating if you can. We would far rather fix something than have it become a formal matter.
Questions about this page? Contact the Nexus office.
