PMCompare

Unhappy with your property manager? What to do next

Start by identifying the specific concern and comparing the service you receive with your management agreement and the agency's commitments. Raise issues that may be resolved, then decide whether comparing alternatives is the right next step.

Last reviewed: September 2026

What should I do if I'm unhappy with my property manager?

Define what is not working, check what was agreed, document examples and give the agency a reasonable opportunity to explain or remedy the issue where appropriate. Then assess whether the relationship can improve or whether you should compare alternatives.

  • Communication: promised updates, clear answers and an appropriate escalation path
  • Maintenance: how requests, approvals, quotes, contractors and urgent repairs are handled
  • Fees and value: the complete cost under your agreement and what service it includes
  • Tenant management: communication, arrears processes, issue handling and tenant care
  • Inspections and reporting: the agreed frequency, records and follow-up
  • Compliance support: what the agency agreed to monitor, arrange or report
  • Local service and property care: suitable contacts, oversight and proactive follow-up

Avoid judging the relationship from one frustrating moment alone. Look for a pattern, the seriousness of the issue and how the agency responds when you raise it.

What if my property manager isn't responding?

Compare actual communication with what the agency promised, then ask in writing for a clear contact and escalation process. There is no single response-time rule that fits every message or situation.

  • Check the agreed contact process — the named manager, the office contact, the hours and the channel your agreement or onboarding set out.
  • Keep records: dates, channels, what you asked and what came back. A written trail is far more useful than a general sense of being ignored.
  • Separate routine questions from urgent property or tenant matters, and say which one you are raising when you follow up.
  • Ask who covers the portfolio when your usual contact is away, on leave or has left the agency.
  • Escalate in writing to the manager's supervisor, branch manager or the agency's principal if follow-ups go unanswered.

A single delay may have a reasonable explanation. Repeated failures to respond, especially on maintenance, arrears or tenant matters, are a more substantial sign that the service is not working — and the records you keep will help whether you raise a complaint or compare alternatives.

What if I need to make a complaint?

Raise the issue with the agency first, in writing, and follow its own complaints process before escalating elsewhere.

  • Put the complaint in writing to the property manager, setting out what happened, what you expected and what you want done.
  • Ask the agency for its complaints or internal escalation process, and who handles complaints if the response is unsatisfactory.
  • Keep records of the complaint, the agency's response and any remedy that was agreed.
  • If a regulatory or legal issue arises, use the appropriate official channel for that issue rather than assuming one body handles everything.

The right official channel depends on the nature of the issue. Tenancy Services deals with residential tenancy matters and disputes under the Residential Tenancies Act — see its resolving disputes guidance — and is not the complaints channel for every disagreement with an agency. Where the agency is part of a licensed real estate business, complaints about licensee conduct can be raised with the Real Estate Authority. This page is general information, not legal advice.

What if maintenance isn't being handled?

Check the agency's maintenance process, your approval limits and the status of each job before deciding that a delay reflects poor management.

Ask when the request was received, whether the issue is urgent, what authority the manager has to approve work, whether quotes or specialist contractors are needed, and who is tracking completion. Larger or complex work can take longer, so focus on whether the issue is being assessed, communicated and progressed appropriately.

Tenancy Services explains landlord responsibilities and urgent-repair considerations in its guidance on maintaining a rental property and its damage and repairs guidance.

Are my property management fees too high?

A fee is only meaningful alongside its basis, GST treatment, additional charges and included service. Compare the complete agreement-specific cost and the value you receive.

Review management, letting, inspection, administration, maintenance-related and tenancy support charges, including what happens while the property is vacant. Our guide to property management fees in New Zealand explains how to compare the annual cost without assuming the lowest percentage is the best fit.

What if my property manager isn't doing enough?

Assess the service against the agreement and the outcomes the manager can reasonably influence, rather than assuming every tenancy or property problem proves poor management.

  • Whether agreed inspections occur and useful reports and follow-up are provided
  • How rent arrears and tenant issues are monitored, communicated and escalated
  • How tenant selection, tenant communication and ongoing care are handled
  • How maintenance, compliance information and important records are tracked
  • Whether advice and communication are clear enough for informed landlord decisions

The Tenancy Services guide to selecting a property manager provides useful questions about services, fees and responsibilities.

How should tenant care affect my decision?

Tenant communication, repair handling and professional issue management can be important signs of service quality, but no manager can guarantee tenant retention, rent payment or a dispute-free tenancy.

Ask how the agency communicates access and maintenance arrangements, records concerns, follows arrears processes and keeps you informed. Consider whether its approach is fair, professional and consistent with the tenancy and your obligations as landlord.

Should I change property managers?

A change may be worth considering when important service gaps are persistent, well documented, outside what was agreed or unresolved after reasonable discussion.

An isolated issue may be resolved through clearer expectations, a different point of contact or an agreed action plan. If confidence has broken down, compare credible alternatives before committing to a change. Our guide to choosing a property manager covers questions to ask and evidence to compare.

What should I do before changing property managers?

Review your agreement, collect the relevant records, understand any unresolved work and compare a replacement before giving notice.

  • Read the notice, termination and fee terms in your current management agreement
  • Keep relevant emails, statements, inspection reports and maintenance records
  • Raise important issues and record any agreed remedy or action plan
  • Identify outstanding tenant, maintenance, rent, bond and compliance matters
  • Compare agencies against the service gaps and priorities that matter to you
  • Plan responsibility for notice, records, keys, funds and tenant communication

If you decide to proceed, follow our step-by-step guide to changing property managers in New Zealand. This page is general information, not legal advice; check your agreement and seek advice where needed.

Can I compare alternatives before deciding?

Yes. PMCompare lets Auckland landlords compare proposals and speak with managers before deciding whether to change their current property manager.

You describe the property and what matters to you. Participating agencies that service the relevant location and property type can review the opportunity and choose whether to send a proposal. You can compare fees, services and fit in one place. The service is free for landlords, there is no obligation, and your contact details are only shared once a manager you request a call with accepts the introduction.

PMCompare is currently live in Auckland. Landlords elsewhere in New Zealand can register interest for their region. Read the Auckland property manager comparison guide for local context, or compare the trade-offs in our property manager versus self-managing guide.

How can I tell agencies what should be better next time?

PMCompare's property questionnaire lets you name your top priorities, describe what you want a future manager to do better and state how you weigh cost against service.

Those answers go to agencies considering your property, so their proposals can address your situation. They provide useful context for comparison, but they do not guarantee a particular proposal, service level or outcome.

Common questions

What should I do if I am unhappy with my property manager?

Write down the specific problems, check the service promised in your management agreement, gather examples and raise the issues with the agency. If the problems are persistent, important or remain unresolved, compare other agencies before deciding whether to change.

What can I do if my property manager is not responding?

Check the agreed contact process, keep a record of messages and ask for a clear update or escalation contact. A single delay may have an explanation; repeated communication failures are more useful evidence when assessing whether the service still suits you.

Should I change property managers after one bad experience?

Not necessarily. Consider the seriousness of the issue, whether it was isolated, how the agency responded and whether the underlying problem was resolved. A repeated or unresolved mismatch may be a stronger reason to compare alternatives.

Can I compare property managers before deciding to switch?

Yes. PMCompare lets Auckland landlords describe their property and priorities, then compare proposals from participating agencies that service the property and choose to respond. It is free for landlords, there is no obligation, and contact details are only shared once a manager you request a call with accepts the introduction.

What should I check before changing property managers?

Review your current management agreement, notice and termination terms, fees, outstanding maintenance, tenancy records and handover responsibilities. Choose a replacement and understand the transition before giving notice.

Compare alternatives before you decide

Tell us about your property, what matters to you and what you want done better. Agencies covering your Auckland property can choose to send a proposal, so you can see the alternatives before deciding anything.

Get free agency proposals

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