Privacy Policy.

Last updated: 18 August 2026.

Who we are

NZ Realty Services Limited, trading as New Zealand Realty ("we", "us", "our"), is a residential property management company based in Wellington, New Zealand. This statement explains how we collect, use, store and disclose personal information in accordance with the Privacy Act 2020. Our Director is our Privacy Officer and can be contacted at info@newzealandrealty.co.nz or +64 4 280 1711.

What we collect

Depending on how you interact with us — as a landlord, tenant, rental applicant, contractor, staff member, website visitor, Healthy Homes software purchaser or person making an enquiry — we may collect your name and contact details; identity, tenancy, property and ownership information; application and reference information; messages, Healthy Homes review entries and documents you choose to share; maintenance requests, appointment choices, manual on-the-way, arrival and departure updates, work photos or video, invoices and payment records; contractor company, team-role, trade, qualification, insurance and bank-payment details; and account, authentication, security, device and notification information.

Our website chat assistant retains the content of the conversation you have with it, but does not access our other systems or records. We do not intentionally ask you to provide sensitive information through the chat.

Where information comes from

We collect information directly from you through our website, forms, communications and landlord, tenant, contractor and staff portals. We may also receive relevant information from landlords, tenants, applicants, referees, contractors, staff, property managers, Keyhook, tenancy or property records, and lawful public sources. Where the Privacy Act requires us to notify you about information collected from someone else, we will take reasonable steps to do so at or soon after collection unless an applicable exception applies.

How we use it

We use your information to respond to enquiries; arrange consultations and viewings; assess applications; provide property and tenancy management services; operate secure portal accounts and role-based access; coordinate maintenance and work orders; communicate with the people involved; keep operational, financial, security and audit records; improve our services; and meet our legal and regulatory obligations. We do not sell your personal information.

Market News subscriptions

If you subscribe to NZ Realty Market News, we store your email address, chosen topics and suburbs, delivery frequency, confirmation and unsubscribe dates, and email delivery records. We use these to send the market briefing you requested and manage your preferences. You can unsubscribe using the link in each edition. This subscription is separate from operational portal notifications. Contact our Privacy Officer to request access, correction or deletion of your subscription information.

If you do not provide information

Some information is optional. If we need particular information to identify you, assess an application, provide a service, arrange work, meet a legal obligation or secure a portal account, we may be unable to complete that activity without it.

Who we share it with

We disclose information only where reasonably necessary for the purpose it was collected, where you authorise us, or where the law allows or requires it. Recipients may include the relevant landlord, tenant, applicant, contractor or staff member; our property management platform Keyhook; Supabase for portal authentication, database and file storage; Vercel for website and portal hosting; Stripe for Healthy Homes software checkout and payment records; Resend and Google for email, communications, analytics and speech services; Apple for opt-in native app notification delivery; Anthropic for the AI appraisal, optional landlord portfolio assistant and optional Maintenance Concierge drafting described below; trust accounting and professional advisers; and public authorities or regulators. Each provider receives only the information needed for its function. Tenant bonds are lodged directly with Tenancy Services and are never held by us.

Overseas processing

Some cloud service providers may store or process information outside New Zealand. Before disclosing personal information overseas, we take reasonable steps to use providers and arrangements that satisfy an applicable safeguard or other condition under the Privacy Act 2020. Where a service provider processes information only on our behalf, we require it to protect the information and use it only for the service we requested.

Portal security

Our portals use named accounts, restricted role and record access, audit logging and secure cloud services. Staff accounts require multi-factor authentication before client records are available. We apply technical and organisational safeguards appropriate to the information we hold, but no internet or storage system can be guaranteed completely risk-free. If a privacy breach occurs, we will contain and assess it and notify affected people and the Office of the Privacy Commissioner where serious harm is likely, as required by law.

Contractor bank account numbers are encrypted separately and are not returned to the contractor portal after saving. Only authorised staff completing a payment verification task may temporarily reveal them. The maintenance portal records a contractor's deliberate “on my way”, “arrived” or “left” action and its time; it does not request, continuously track or store the contractor's GPS position. Directions open in the contractor's chosen map service.

Photos, video and voice notes in our AI tools

Our AI rental appraisal tool lets you add phone photos (and, where offered, a short video) of a property, and optionally record a short voice note describing it instead of typing. Here's exactly what happens to each:

Photos and video: resized on your own device before anything is sent, then used only to generate your appraisal report — condition, presentation and an achievable rent estimate. They're sent to Anthropic (the maker of the Claude AI model we use) solely to produce that assessment, and are not used to train any AI model or shared for any other purpose.

Landlord portfolio assistant: when a signed-in landlord chooses Analyze or Ask, we send Anthropic a limited, server-generated summary of only the properties linked to that account. It may include property addresses, rent, arrears, tenancy dates and Healthy Homes status. We exclude tenant names and contact details, documents, messages, account credentials and internal staff notes. The feature is optional and its output is general information, not legal or financial advice.

Maintenance Concierge: reviewed safety rules run first and cannot be downgraded by an AI response. When the optional AI drafting feature is enabled, Anthropic receives a redacted description of the maintenance problem and location so it can organise a draft. We remove email addresses, phone numbers, access codes, stated health details and household details before that request. We do not send the tenant's account name, contact record, access arrangements, uploaded photos or videos. The tenant reviews the draft, and NZ Realty staff make every urgency, approval and contractor decision. If the AI service is unavailable, the rules-based report and manual submission remain available.

Voice notes: recorded in your browser and sent to Google Cloud's Speech-to-Text service to convert your voice into text. We do not keep the audio recording itself — only the resulting text is kept, and it's shown to you to review and edit before it's used, exactly like anything you'd type into the same field.

Microphone and camera access is only requested at the moment you choose to use it (tapping the microphone button, or adding a photo/video). You can always decline and type or upload a file instead — nothing on these pages requires using your microphone or camera.

Website forms and cookies

Our booking and contact forms may be processed by a third-party form service to deliver your enquiry and may also create a restricted operational record so the request can be assigned, audited and followed through. We use Google Analytics to understand how visitors use our site, which uses cookies and similar technologies; this data is aggregated and does not identify you personally to us.

Your rights

Under the Privacy Act 2020, you have the right to ask for access to the personal information we hold about you and to request a correction if it is wrong. Contact our Privacy Officer at info@newzealandrealty.co.nz or +64 4 280 1711. We may need to verify your identity before releasing or changing information.

Closing a portal account

You may ask us to close your portal account by contacting our Privacy Officer. We will delete or anonymise account information we no longer need, but may retain tenancy, property, financial, safety, security or audit records where reasonably necessary or required by law. Closing an account does not remove records we are legally required to keep.

Data retention

We keep personal information only for as long as reasonably necessary to fulfil the purposes it was collected for, or as required by law (including tenancy and trust account record-keeping obligations).

Account deletion

If your portal allows you to create an account, you can initiate account deletion from the account or profile screen while signed in. You can also contact us using the details above. We will remove portal access and delete or anonymise personal information that is no longer required. Some tenancy, work-order, invoice, compliance, trust-account or dispute records may be retained where New Zealand law or a legitimate legal obligation requires it, and access to those retained records is restricted.

Use of this website

The content of this site — including property listings, pricing information and written content — is provided for the personal use of visitors considering our services. It may not be copied, scraped, or otherwise extracted by automated means (bots, crawlers or scrapers) without our express written permission.

Questions or concerns

Contact our Privacy Officer at info@newzealandrealty.co.nz if you have a question, request or complaint about how your information is handled. If you are not satisfied with our response, you can contact the Office of the Privacy Commissioner at privacy.org.nz.