The Haven Group · Legal
Safety and complaints
Last updated 22 October 2026
Some details are still being confirmed; they are highlighted until they are final.
We check every listing, but scams still happen in property, so never send money before you have seen the property and confirmed who owns it, and tell us at once if something looks wrong.
Staying safe
- Never pay a deposit, rent, "viewing fee" or holding fee before a viewing.
- The Haven Group never asks you to send money to a personal M-Pesa number. Our payments go only to our registered till or paybill: M-Pesa till or paybill number.
- Before buying land or a home, carry out an official search at the Ministry of Lands, and have an advocate check the title and sale agreement.
- Meet at the property, in daylight, and tell someone where you are going.
- Be wary of prices far below the market, pressure to decide fast, or owners who cannot meet you.
Reporting a problem listing
Use "Report this listing" on its page, or call or WhatsApp +254 116 551 506. Urgent reports, such as a request for money, alert our admins at once. We may pause the listing while we check, and we will tell you what we found.
Money laundering
As estate agents, we must follow the Proceeds of Crime and Anti-Money Laundering Act, 2009. We may ask for identification and the source of funds before a transaction, and we report suspicious transactions to the Financial Reporting Centre as the law requires.
Complaints
- Tell us: email thehavengroup5@gmail.com, call +254 116 551 506, or use the contact form. Say what happened and what you would like us to do.
- We acknowledge it within 2 working days and give you a reference.
- We reply in full within 14 days. If we need longer, we tell you why and when to expect an answer.
- Not satisfied? Ask for a review by a senior manager name or role, who replies within a further 14 days.
- Still not resolved? You can go to the Estate Agents Registration Board (agent conduct), the Office of the Data Protection Commissioner (personal data), the Competition Authority of Kenya (consumer protection), or the courts.
We keep a record of every complaint and use it to improve our service.