Terms & Conditions

Last Updated: June 2026
 

1. Introduction

These Terms & Conditions govern the provision of services by Tenant Advocacy UK. By booking or using our services, you agree to be bound by these Terms & Conditions.

If you do not agree with these Terms, you should not use our services.

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2. About Our Services

Tenant Advocacy UK provides independent tenant advocacy, housing guidance and support services to residential tenants across England.

Services may include:

• Housing guidance

• Letters and complaint support

• Evidence preparation

• Tenant advocacy

• Liaison with landlords, housing providers and other relevant organisations where authorised by the client

Tenant Advocacy UK provides independent tenant advocacy, information and support services. We do not undertake reserved legal activities or provide regulated legal services.

Where appropriate, clients may be signposted to solicitors or other specialist organisations.

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3. Client Responsibilities

Clients are responsible for:

• Providing accurate and truthful information.

• Supplying relevant documents and evidence where requested.

• Responding to reasonable requests for additional information.

• Ensuring instructions given to Tenant Advocacy UK are lawful and accurate.

Tenant Advocacy UK relies on information provided by clients and cannot accept responsibility for inaccuracies or omissions supplied by the client.

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4. Appointments and Bookings

Appointments are booked through the website or by agreement.

A booking is confirmed once payment has been received where payment is required.

Tenant Advocacy UK reserves the right to decline or reschedule appointments where necessary.

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5. Fees and Payment

Current fees are published on the website.

Payment must be made in advance unless otherwise agreed.

Prices may be amended from time to time but will not affect bookings already confirmed.

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6. Cancellation and Refunds

Clients may cancel or reschedule an appointment by providing at least 24 hours’ notice.

Where at least 24 hours’ notice is given, clients may choose to:

• Reschedule their appointment to a mutually convenient date; or

• Request a refund in accordance with our Refund Policy.

Where less than 24 hours’ notice is provided, refunds will not normally be available, as appointment times are reserved exclusively for each client.

However, Tenant Advocacy UK recognises that unforeseen circumstances and genuine emergencies can arise. In such cases, requests to reschedule or refund will be considered on a case-by-case basis at our discretion, with the aim of reaching a fair and reasonable outcome.

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7. Scope of Advocacy

Where authorised by the client, Tenant Advocacy UK may communicate directly with landlords, housing providers or other relevant organisations on the client’s behalf.

Any communication undertaken is intended to facilitate constructive dialogue and support resolution but does not guarantee any particular outcome.

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8. No Guarantee of Outcome

Every housing matter is different.

While Tenant Advocacy UK aims to provide professional, practical and compassionate support, no guarantee can be given regarding:

• Complaint outcomes.

• Landlord decisions.

• Compensation awards.

• Housing provider actions.

• Legal proceedings.

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​9. Confidentiality

Information provided by clients will be treated confidentially except where:

• Disclosure is authorised by the client.

• Disclosure is required by law.

• Disclosure is necessary to protect individuals from serious harm.

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10. Limitation of Liability

To the fullest extent permitted by law, Tenant Advocacy UK shall not be liable for indirect, consequential or unforeseeable losses arising from the use of its services.

Nothing in these Terms excludes or limits liability where such exclusion or limitation would be unlawful.

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11. Intellectual Property

Documents, templates and written materials produced by Tenant Advocacy UK remain the intellectual property of Tenant Advocacy UK unless otherwise agreed.

Clients may use documents prepared specifically for their own personal housing matter but may not reproduce, distribute or commercially exploit them without prior written permission.

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12. Complaints

Tenant Advocacy UK is committed to providing a professional, respectful and high-quality service.

If you are dissatisfied with any aspect of our service, please contact us as soon as possible so that we have the opportunity to investigate your concerns and seek a fair resolution.

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13. Changes to These Terms

These Terms & Conditions may be updated from time to time to reflect changes in our services or legal obligations.

The latest version will always be published on our website.

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14. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

Any dispute arising from these Terms or the provision of our services shall be subject to the exclusive jurisdiction of the courts of England and Wales.

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15. Contact

If you have any questions regarding these Terms & Conditions, please contact Tenant Advocacy UK using the contact details published on our website.