Urban Land Housing endeavours to provide our clients and the communities in which we serve with an outstanding service.  We listen to our clients and the community and take all feedback seriously. If we have not delivered the service you expected, our Customer Care and management team will open an investigation for you.

How to Make a Complaint

We recommend that you first raise your issue with the Agent, Property Manager, or relevant team member who is handling your business.
If you are not satisfied with the outcome, or their response, you can escalate your concerns via our Customer Care unit.

Please email and provide as much detail as possible about the nature of your complaint. Please include relevant dates, names, and the address of the Property (if relevant), as well as the outcome you would like to have the matter resolved.  You should make your initial complaint as clear as possible. You are welcome to attach photos, emails, and other relevant documents.

How Urban Land Housing will respond

Your complaint will be received by our Customer Care representative, and if needed, it will be escalated to the General Manager or Human Resources Manager who will be responsible for working with you and the relevant member of our team, to ensure that the issues you raise are fully examined and that your complaint is handled in accordance with this process.

All complaints are taken seriously and fully investigated, by communicating with you and the relevant team member.

We will treat the process and all the details of your complaint, in strict confidence, so if you would like your complaint to remain anonymous, please let us know. If we need to discuss any issues arising from your complaint with someone outside of our business, we will obtain your consent first.

We will always try to give you a fair opportunity to explain your concerns. Sometimes it may be beneficial to arrange a meeting with you to find a satisfactory solution.


We will endeavour to resolve your complaint as soon as possible. However, the length of time will depend on the nature and complexity of the issues you have raised.

You will receive acknowledgement of receipt of the complaint from us within two (2) business days. We will give you an estimate of how long it may take us to deal with the matter and we will try to finalise the matter within the next five (5) business days.

Urban Land Housing’s Action Plan

We will always try to match our response to the nature of your complaint and your desired outcome, but this may not always be possible.

Urban Land Housing will

  • Seek to understand the situation in full by either clarification with those primarily involved or through a formal investigation
  • Take the required steps to rectify the problem or issue you have raised
  • Provide you with additional information or advice so you can understand what happened or how we have dealt with the matter
  • Take steps to change or improve our policies and procedures if your complaint has identified a problem in the way we operate.

Next Steps

Sometimes it may not be possible to resolve the complaint to everyone’s satisfaction, and you may choose to escalate the matter further.
After trying to resolve your concerns with our office, enquiries and complaints can be directed to the NSW Fair Trading