Terms and conditions

These terms explain the rules for using www.tenantsadvice.co.uk and if you instruct us, how our claims service works. By using our website, you agree to them. Please read them carefully.

About us

This website is operated by Tenants Advice, trading as Nuovo Law Ltd, a company registered in England and Wales, number 102762282. We are authorised and regulated by the Financial Conduct Authority in respect of claim management activities (FRN 837714). You can check this on the Financial Services Register.

In these terms, “we”, “us” and “our” mean Tenants Advice. “You” means anyone using our website.

If you do not agree to these terms, please do not use our website.

Our information and advice

The information on our website is general guidance for tenants. It is not legal advice about your own situation. Using our website does not create a solicitor–client relationship.

Housing law is different in England, Wales, Scotland and Northern Ireland. Unless we say otherwise, our information applies to tenants within England and Wales. We do not handle claims in Scotland or Northern Ireland. The law also changes, so check the date on each page and get advice on your own circumstances before you act.

If you face a deadline, court hearing or eviction, get advice straight away. A solicitor, Citizens Advice, Shelter or your local council can help.

Where we give you individual advice, by phone, email or online, we will do so with reasonable care and skill, based on what you tell us. Please give us full and accurate information.

Using our website

Our website is free to use. The information is general advice, not legal advice for your specific situation.

You may:

• Use our tools (letter templates, letter builder). We do not require you to engage with our services to use them.

When you use it, you must not:

• break any law, or use the site for anything fraudulent or harmful
• send abusive, threatening or offensive messages to our team
• upload viruses or anything that could damage the site or other users
• try to get unauthorised access to the site, its server or any database
• copy or scrape large amounts of content by automated means

We may suspend or close access to the website, or to our advice services, if these terms are broken. We try to keep the site available, but we cannot promise it will always be working or free from errors.

Our content and links

We own, or have permission to use, the content on this website, including text, guides, templates and logos. You may print or download pages and templates for your own personal use, or to help someone else with their housing problem. You must not sell our content or present it as your own.

We link to other websites, such as government and charity sites, because we think they may help. We are not responsible for their content, availability or privacy practices.

Our claims service: if you instruct us

We assess your claim free of charge and tell you honestly whether we think it is worth pursuing.

If we accept your case, we give you a written client agreement before any work starts. It sets out:

• the scope of the work
• your right to cancel within 14 days at no cost, and any charge if you cancel after that
• the fee and how it is worked out
• any after-the-event (ATE) insurance and how it works
• our complaints procedure (see our complaints policy)

With your written consent, we refer your case to a solicitor on our panel, regulated by the Solicitors Regulation Authority, who carries out the legal work.

You are free at any time to instruct your own solicitor, use a free complaints route, or take the matter to court yourself.

If your claim is accepted by our panel of solicitors, we receive a referral fee from the solicitor.

Charges

You will never pay Tenants Advice anything for our service.

Your panel solicitor works under a Conditional Fee Agreement (CFA), often called no win, no fee. There are no upfront costs, and if your claim is unsuccessful, you pay nothing.

If your claim succeeds, the other side usually pays most of your legal costs. Your solicitor also takes an agreed success fee from your compensation. The total taken from your compensation is capped at 30%.

You can cancel the CFA within 14 days of signing at no cost. If you cancel after that, you may have to pay legal fees. Your solicitor will explain this before you sign.

Full details are in your CFA.

Honest alternatives

You do not need to use us to get repairs done or bring a disrepair claim. You can:

• complain directly to your landlord, for free
• if you rent from a council or housing association, take an unresolved complaint to the Housing Ombudsman (England) or the Public Services Ombudsman for Wales, both free
• if you rent privately, ask your council’s environmental health team to inspect, for free
• bring a claim yourself in the County Court, paying court fees only

Citizens Advice and Shelter also give free housing advice.

Complaints

If you are unhappy with our service, please see our complaints policy. We will acknowledge your complaint and aim to resolve it within 8 weeks.

If you are not satisfied with our final response, or 8 weeks have passed, you can take a complaint about us to the Financial Ombudsman Service, free of charge.

Complaints about the legal work carried out by a panel solicitor should go to that solicitor first, and then to the Legal Ombudsman.

Our liability

We work hard to keep our information accurate and up to date, but we cannot guarantee it is complete or right for your situation. So far as the law allows, we are not responsible for any loss that results from relying on general information on our website without getting advice on your own circumstances.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law. Your rights as a consumer are not affected.

If we refer your claim, your solicitor’s responsibilities for the legal work are set out in your CFA.

Your information

We use your personal information as set out in our privacy policy and cookie policy. Please also see our safeguarding statement and vulnerable customer statement.

Changes to these terms

We may update these terms from time to time. The version on this page applies when you use the website.

Which law applies

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.

Contact us

If you have a question about these terms, contact us at feedback@tenantsadvice.co.uk, or in writing to Tenants Advice, Arnold House, 21-33 Great Eastern Street, London EC2A 3EJ.