Complaints about a listing
What to send us if a property site on Homepage uses your work, shows you or your information, advertises your property without your say-so, or misleads buyers.
Every property site here is made by the person selling. We publish it; we do not write it or check it before it goes up. So if something on a listing is wrong by you, the quickest way to get it dealt with is to tell us, using the form below.
Tell us what's wrong
What we promise
- We acknowledge every complaint within two working days. That reply tells you what happens next and asks for anything we still need.
- If a listing advertises a property without the owner's authority, or puts someone at risk, we start on it the same day we learn of it. Where the harm is plain, the listing comes down while we look into it.
- Everything else gets a decision within ten working days. We tell you the outcome, and we tell the seller. Neither of you is told anything that identifies the other.
What kind of complaint is it
Each heading below says what helps for that kind of complaint.
This is my property and I didn't list it
Send us the address, and if you can, one document showing your connection to the property: a rates notice, the record of title, or a utility bill or driver licence showing you at that address. A photo is fine. We look into it straight away, and where the listing is plainly not the seller's to publish it comes down while we do. We record the decision and delete the document. The full rule is in our terms, section 4.
The listing uses my photos or my words
Tell us which photos or which text, and attach one thing that shows they are yours: the original file, a screenshot of where they were published earlier, or the invoice or agreement for the work. We ask the seller to show they are entitled to use the material and give them five working days. If they cannot, it comes down. We remove the item, not the whole listing, unless the whole listing is the problem.
The listing shows me or my information
A neighbour visible in a walkthrough, your car and number plate, belongings from when you lived there, your name or details in the text. Tell us which item and what it shows. We ask the seller to replace or remove it, and remove it ourselves if they do not. If it is about your safety, say so and it comes down the same day.
The listing is misleading
Sellers must not mislead buyers, and our terms say so. Tell us what the listing claims and what you believe is true. We ask the seller for the basis of the claim. A claim they cannot support is corrected or removed.
Something else
Offensive content, a listing that impersonates someone, a property that is not a home, or anything else that should not be up. Tell us what and where.
How we handle it
We are not a court. We do not decide who owns a house or who owns a photograph. What we decide is whether a listing can stay on our platform as it is, and we decide that acting reasonably on what both sides show us. Where both sides have a credible case and neither will move, we take the disputed item down and act on whatever the two of you agree or a lawyer confirms.
Anything you send us as evidence is used to decide your complaint and nothing else. We keep a record of the decision, not the document, and we do not pass what you send us to the seller. How we handle personal information is in our Privacy Policy.
If you are a seller and a listing of yours has been the subject of a complaint, you will hear from us with what was raised and what would settle it. Our terms, section 18, set out what we can do while a concern is open, including asking for evidence of ownership and pausing enquiries on a listing.
If we are not the right people
A dispute about a sale, an offer or an agreement is between the buyer and the seller, and each should talk to their own lawyer. A complaint about a licensed real estate agent goes to the Real Estate Authority. A privacy complaint that we cannot resolve can be taken to the Office of the Privacy Commissioner. None of that stops you telling us first.