Residential land lease communities complaints and enquiries
NSW Fair Trading provides a free complaint service for residents. Find out how to make a complaint or enquiry about residential land lease communities.
End of year reduced hours
From Monday, 23 December 2024 to Friday, 3 January 2025, we will be operating with reduced services. You may experience some delays if you lodge a complaint during this time.
If you require urgent assistance or advice, please call us on 13 32 20.
Learn about our free complaint service for land lease community operators, homeowners, residents and property managers.
How we can help with residential land lease community complaints
Before you use our service, check to see if we can handle your complaint.
A Fair Trading complaint handling officer will work with the parties to reach a mutually agreeable outcome. Most disputes can be resolved with the parties talking through their issues with our help. We generally aim to finalise a matter within 30 days after receiving the complaint.
Before you make a complaint
Refer to your disclosure statement, community rules and written site agreement and report. You may also discuss any concerns with your residents committee if you have one.
Know your rights
You may have a dispute with your:
- neighbouring homeowner
- individual homeowner
- operator
- community.
First, try and understand your rights and responsibilities by:
- reading the terms of your site agreement
- reading the community rules
- reading other information or documents relevant to the disputes
- contacting the Tenants Union NSW and/or Affiliated Residential Park Residents Association.
Use our free complaint service if you cannot resolve your dispute within the community. Our experienced officers will try to finalise the matter through mutual agreement.
Talk it over
If something goes wrong and you are experiencing a residential land lease community related issue, we have some tips on how you can amicably resolve the issue.
Suggest a resolution to your problem
It is important that you calmly, clearly and logically explain your problem.
Discuss ways in which the operator can resolve your problem. You should also listen to any possible solutions from the organisation as well. This could result in a mutually agreeable outcome.
Things to remember
After you have contacted the operator about your problem remember to:
- give them a reasonable timeframe to resolve the problem
- give your contact details to the organisation
- be polite and professional.
Lodge a complaint
How Fair Trading will handle your complaint
Your complaint will be reviewed to determine the most appropriate resolution. This may include:
- providing you with information to help resolve your complaint
- recording the complaint issues to assist in future compliance programs, or
- contacting the other party to try and resolve the dispute.
Declaration
I declare that the information supplied by me is to the best of my knowledge, true and correct. I acknowledge that NSW Fair Trading may:
- Use information provided or later obtained to resolve a matter, investigate, take enforcement action (if appropriate), and monitor the marketplace for investigative and law enforcement purposes, or
- Provide this information - including your personal contact details - to the trader or another Government agency (if appropriate).
NSW Fair Trading is always looking for ways to improve our customer experience. You may receive a survey after your matter is finalised, inviting you to provide feedback on our services.
Ask a question
If you are unable to find the information you need, you can call us on 13 32 20 between 8:30am to 5pm on Monday to Friday. You can also make an enquiry using our property and housing enquiry form.
Declaration
I declare that the information supplied by me is to the best of my knowledge, true and correct. I acknowledge that NSW Fair Trading may:
- Use information provided or later obtained to resolve a matter, investigate, take enforcement action (if appropriate), and monitor the marketplace for investigative and law enforcement purposes, or
- Provide this information - including your personal contact details - to the trader or another Government agency (if appropriate).
NSW Fair Trading is always looking for ways to improve our customer experience. You may receive a survey after your matter is finalised, inviting you to provide feedback on our services.