1. About Tenant Help Service

Tenant Help Service helps renters understand and access support that may be available to them.

This includes help with housing disrepair, environmental problems, tenancy deposits, household energy, moving home and other issues that can affect renters.

Sometimes we can help directly. In other cases, our role is to understand what's happening and connect you with a specialist organisation that can provide the appropriate service.

The Tenant Help Service Ltd is not a law firm and does not provide legal advice.

Information we provide, including information on this website, is intended as general guidance and should not be treated as legal, financial, surveying or other professional advice.

2. Checking what help may be available

To understand how we may be able to help, we'll usually need to know a little about you, your home and what's happening.

We may ask about your tenancy, landlord, property, repair history, location or other circumstances relevant to your enquiry.

Our website also uses tools such as postcode checkers, questionnaires and online assessments to help identify the most appropriate route.

These tools are designed to give you a useful starting point. A result doesn't guarantee that you will qualify for a particular service, claim, scheme, payment or other outcome. Sometimes eligibility will need to be confirmed by us or by the organisation providing the service.

3. Home and remote assessments

For some enquiries, we may offer a free home assessment so we can see what's happening and gather useful information.

During a visit we may take photographs or videos, take basic measurements or readings and talk to you about the history of the problem.

Where a home visit isn't necessary or isn't currently available in your area, we may be able to do this remotely using information, photographs, videos or documents you provide.

Our assessments are designed to help us understand your circumstances. Unless we specifically tell you otherwise, they are not building surveys, structural surveys, valuations or expert reports, and our representatives do not act as chartered surveyors.

4. Information you give us

We simply ask that the information you give us is honest and accurate to the best of your knowledge.

We understand that you might not remember every date or have every document. That's absolutely fine. If you later realise something important was incorrect or your circumstances change, please let us know.

You can also provide photographs, videos, correspondence or documents where these help us understand what's happening.

How we collect and use personal information is explained separately in our Privacy Policy.

5. Appointments

We'll make every reasonable effort to attend an appointment at the time we've arranged with you.

Occasionally things happen and an appointment may need to be delayed or rearranged. If that happens, we'll do our best to let you know and arrange another suitable time.

Likewise, if you need to change your appointment, just let us know as soon as you can.

Repeated missed appointments or late cancellations may mean we're unable to offer another visit.

6. Costs

Making an enquiry and receiving a standard initial Tenant Help Service assessment is free of charge, unless we've clearly told you otherwise beforehand.

If we ever offer something that you would need to pay us for, we'll explain the cost before you decide whether to go ahead.

Some organisations we introduce you to may have their own charges or funding arrangements. Where applicable, these will be explained separately before you agree to use their service.

7. Introductions to other services

Sometimes the best way we can help is by connecting you with another organisation that specialises in the service you need.

For housing disrepair and other enquiries involving potential legal claims, our claims management partner is:

For other Tenant Help services, we may introduce you to a different specialist provider where appropriate.

You're never required to use a service simply because we've introduced you to it. If you decide to proceed, the provider will explain its own terms and any costs that apply.

The Tenant Help Service Ltd may receive a fee or other commercial benefit from some successful introductions.

8. Claims management and legal services

The Tenant Help Service Ltd does not provide regulated claims management services or legal advice.

Where we identify that your enquiry may be suitable for a legal claim, we may introduce you to RD Marketing Ltd, which provides the regulated claims management service.

RD Marketing Ltd is authorised and regulated by the Financial Conduct Authority for claims management activities. FCA / CMC reference: [TBC].

Our role is to help gather the initial information, understand what's happening and, where appropriate, make the introduction.

If you choose to proceed with RD Marketing Ltd, its own terms and conditions will apply to the claims management service it provides.

Any legal work will be carried out by the appropriately authorised legal provider involved in your matter.

9. Outcomes

We'll always aim to give you a clear picture of what help may be available, but we can't promise a particular outcome.

An assessment or introduction doesn't guarantee that a claim or application will be accepted, that your landlord will carry out particular work, that compensation will be recovered, that household costs will fall or that you will qualify for a particular scheme or service.

Nothing in these terms affects your statutory rights as a consumer or excludes liability where it would be unlawful for us to do so.

10. Information on our website

We put a lot of effort into making the information on our website clear, useful and accurate.

However, housing law, government schemes, energy products, landlord procedures and eligibility requirements can change. Our website is therefore intended as general information rather than advice about your individual circumstances.

We may also refer to landlords, housing associations, councils and other organisations. These references are provided for information and context and shouldn't be interpreted as an allegation that an organisation has done something wrong in any particular case.

11. Using our website

We aim to keep the Tenant Help Service website available and working properly, although we can't guarantee uninterrupted access.

Our website may contain links to other organisations and services. Once you visit another organisation's website, its own terms and policies will apply.

Please don't misuse the website, interfere with its operation or attempt to gain unauthorised access to it or the systems behind it.

12. Our content

Unless we say otherwise, the original text, design, graphics, branding and other materials created for the Tenant Help Service website belong to The Tenant Help Service Ltd or are used by us with permission.

You're welcome to use the website for your own personal information.

Our original material shouldn't be copied, republished, sold or commercially reproduced without our permission, except where permitted by law.

13. Privacy and cookies

How we collect, use and protect your personal information is explained in our Privacy Policy.

Information about the cookies and similar technologies used by this website can be found in our Cookie Policy.

These are separate documents and should be read alongside these terms.

14. Contact and complaints

If you have a question about these terms, our service or something we've published on the website, please get in touch through our Contact Us page.

If your question or complaint relates to a service being provided directly by RD Marketing Ltd or another organisation we've introduced you to, it may need to be dealt with under that organisation's own complaints procedure.

These terms are governed by the laws of England and Wales.