Our Service Standards
At House N Keys Real Estate, we are committed to providing professional, transparent, and client-focused service. Whether you are a landlord, tenant, buyer, or seller, we aim to make your property journey seamless and stress-free.
What You Can Expect:
- Professionalism & Respect – Fair, courteous treatment and honest advice.
- Clear Communication – Prompt updates, keeping you informed at every step.
- Transparency – Full compliance with Victorian legislation, clear fees, and regular financial reporting.
- Care & Diligence – Attention to detail in managing your property and maintaining safety standards.
- Fair Resolution – Prompt, open, and fair handling of issues or complaints.
- Continuous Improvement – Ongoing training and client feedback to deliver the best results.
Why Choose Us?
Because real estate is more than transactions – it’s about trust, relationships, and peace of mind.
Feedback and Complaints
At House N Keys Real Estate, we aim to make it easy for you to raise any concerns with us. If you experience a problem or are unhappy with our service, we encourage you to let us know so we can work with you to resolve it quickly and fairly.
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Step 1: Raise the issue directly
Your first point of contact should be the agent, representative, or property manager who is handling your matter. In many cases, issues can be resolved quickly at this stage.
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Step 2: Lodge a formal complaint
If you are not satisfied with the outcome, you can make a formal complaint through any of the following:
- Telephone (during business hours): Call 1300 99 46 14 and ask to speak with the Director
- Email: [email protected]
- Post: Write to us at PO Box 346, Officer, VIC 3809
- In person: You may also make an appointment to meet with us directly.
Please include as much detail as possible, including the outcome you are seeking. If you need help lodging your complaint, we are happy to assist.
How We Handle Complaints
- Our Complaints Officer will manage the process and work with you and our team to ensure your concerns are properly examined.
- We treat all complaints and personal information in strict confidence. If we need to share details outside our agency, we will seek your consent first.
- You will always have a fair opportunity to explain your case. We may invite you to meet with us to discuss your concerns in detail.
Timeframes
- We will acknowledge your complaint within 2 business days.
- We will give you an estimated timeframe for resolving the matter.
- We aim to resolve complaints within 5 business days, depending on the complexity of the issue.
Possible Outcomes
Depending on the nature of your complaint, we may:
- take steps to correct the issue raised
- provide further information or explanation
- review or change our policies and procedures if needed
Our response will always aim to be fair and reasonable, though it may not always be possible to provide the exact outcome you are seeking.
What if You’re Still Unhappy?
If we cannot resolve your complaint, you may contact Consumer Affairs Victoria (CAV) for assistance. CAV provides free information, advice, and dispute resolution services for real estate matters.
📞 1300 73 70 30 (Monday to Friday, 9:00 am – 5:00 pm)
🌐 www.consumer.vic.gov.au
