Helping Create Safe Homes


Legal Notices & Disclaimer

Disclaimer
The information contained in this website is for general information purposes only. The information is provided by HouseLet Direct (the housing portal for Sanctum Consultants)  and while we endeavour to keep all information up to date and correct, HouseLet Direct make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk.

In no event will HouseLet Direct be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits are arising out of, or in connection with, the use of this website.

Every effort is made to keep the website up and running smoothly. However, HouseLet Direct takes no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.

Legal
By using this website you agree to be bound by the "Terms and Conditions of Use" which together with our privacy policy govern Houselet Direct’s relationship with you in relation to this website.

HouseLet Direct is a stand alone portal for Housing Services. The Company is registered in England at Companies House. Company No.4924802, VAT No.847915877. The Company's address for all correspondence and notices is PO Box 77 Kent BR8 9XA.

The term 'you' refers to the user or viewer of our website.

The content of the pages of this website is for your general information and use only. It is subject to change without notice.

Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and expressly exclude liability HouseLet Direct for any such inaccuracies or errors to the fullest extent permitted by law.

Your use of any information or materials on this website is entirely at your own risk, for which HouseLet Direct will not be liable. It shall be your responsibility to ensure that any products, services or information available through this website meet your specific requirements. The information and materials contained in this web site are provided for general information purposes only and do not constitute legal or other professional advice. HouseLet Direct do not accept any responsibility for any loss which may arise from reliance on information published on this site.

Where the web site contains guidance and notes on certain aspects of law, this is intended as general information only and does not constitute advocacy, legal or other professional advice. The guidance and or the notes should not be relied on as the basis for any decision or legal action. You should obtain specific legal advice before taking or refraining from taking any action.

This website contains material which is owned by or licensed to, HouseLet Direct excepting the use of stock images. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.

All trademarks reproduced in this website which are not the property of, or licensed to, the operator are acknowledged on the website.

Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.

From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse any linked website. We make no representations as to the security quality or propriety of any website which may be accessed through this website and accept no liability for the content or for any loss or damage caused or alleged to have been caused by the use of or reliance on information contained in such websites or goods or services purchased from any external sites.

You may not create a link to this website from another website or document without first obtaining our prior written consent.

Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Scotland and Wales.

Copyright Notice
This website and its content is copyright of the Company. All rights reserved.

Any redistribution or reproduction of part or all of the contents in any form is prohibited other than the following:

  • you may print or download to a local hard disk extracts for your personal and non-commercial use only;
  • you may copy the content to individual third parties for their personal use, but only if you acknowledge the website as the source of the material.

You may not, except with our express written permission:

  • distribute or commercially exploit the content;
  • nor may you transmit.

Cancellations & Refunds
Services provided to consumer clients, where we do not meet you, or which are paid for before we do so, are subject to The Consumer Protection Distance Selling Regulations 2000. Business to business contracts are not covered by the Regulations. If you are a consumer, before you proceed with contacting us from this website, you should read the following information carefully.

Service
The service is provided by HouseLet Direct. Our address for cancellation notices is PO BOX 77 Kent BR8 9XA. Our email address for cancellations is: mail@HouseLetDirect.co.uk. The Company is registered in England at Companies House. Company No.4924802.

The service consists of the provision of telephone advice, casework housing inspection and home assessment visits and statutory housing compliance services. . HouseLet Direct is a stand-alone portal and brand name for dedicated Housing Services. The service consists of telephone advice, surveying and inspection and statutory housing compliance services. Details of particular options, the price of each and arrangements for payment will be discussed prior to any advice session, visit or casework etc and are summarised within pages of this website or are as otherwise notified to you in writing. The method of delivery (at your option) will be by telephone, email, through our website, by post or home/property visit. In the case of telephone advice we expect to be able to provide the advice immediately or within 72 hours of receiving an enquiry or as agreed. If we cannot provide the advice within that time we will contact you usually by telephone or email and tell you why and let you know when we will be able to provide the advice. The service will not usually exceed 30 days unless otherwise notified to you in writing. If you have requested a fixed price, HouseLet Direct consultation by telephone, but we determine, at our sole discretion, that due to the unusual or complex points of law revealed, such a service is not relevant or appropriate, we will advise you accordingly and refund any charges. In the event that we believe that our services are being procured for any illegal or nefarious purpose including, but not limited to mortgage or property fraud, breach of statutory Property Licence Conditions, we will suspend our service and immediately notify the relevant authorities.

All calls to and from the Company’s communications network may be recorded for training purposes and in order for the formation or performance of a contract or to protect our legitimate interests.

We do not permit Clients to record calls and use them for broadcast on Television, Radio or social media Networks or for any other purpose. If in addition we consider that the request for our service is either not genuine or places our personnel at risk, harm or danger and or is designed to elicit commercially sensitive information, then we may at our sole discretion choose not to accept instructions or terminate our service.

Payment
House inspection visits and assessments fees become payable at the point of booking. HouseLet Direct does not provide credit facilities and all inspection fees must be paid in full prior to an inspection. In the case of public authorities, we may at our sole discretion accept a suitable signed order form as agreement of payment prior to inspection. All telephone and web purchases are payable at the point of purchase. HouseLet Direct does not accept any cash payments. Our preferred method of payment is electronic bill payment into our nominated account by telephone or bank transfer. Cheque payments can be sent to our postal address, but services may be delayed until such time as cleared funds are received into our nominated account.

Right To Cancel
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give consumers the right to cancel any order placed via telephone or internet, within 14 days of agreeing to go ahead. The Regulations do not cover business to business sales or contracts between Government departments and public authorities. If you do decide to cancel, you should put this in writing, either by letter or you email. A telephone call is not sufficient. However, in most cases HouseLet Direct advice will be required without delay. Inspections, home visits, and HHHSRS assessments are bespoke services. Telephone advice and all types of assessment and inspection visits cannot be commenced, once the service has commenced. Similarly bespoke assessments including property/ HHSRS inspections, nuisance and acoustic assessments are bespoke services and cannot be cancelled once provided. Part inspections and abortive visits are charged at the full inspection fee and cannot be cancelled. In the event that you are entitled to cancel and notify us in accordance with the proper requirements we will refund your payment.

The Equality Act 2010
All services are provided in accordance with the principles of The Equality Act 2010. HouseLet Direct does not directly or indirectly discriminate against any individuals due to a protected characteristic, in the provision of any of its services.

In accordance with the provisions of the Equality Act 2010, Data Protection Act 1998, Data Protection Bill 2017 and GDPR, and to comply with the Company’s Equality and Diversity Policy and in order to become more diverse and inclusive, we positively promote the use of gender neutral language including job titles and pronouns when referring to individuals. The gender neutral title ‘Mx’ is used alongside traditional titles on all forms and databases wherever possible, alongside gender neutral pronouns including ‘ze,hir,hirs’;’xe,xem,xyr’;’ze,zir,zirs; and ’they, them, their’. When communicating with us please let us know if you have any preferred pronouns.

The Company  does not  deal with any consumer client either face to face, over the phone or in correspondence, who is exhibiting offensive, derogatory, threatening, abusive or violent  language or behaviour. In any of these circumstances the Company and its staff reserve the right to refuse to speak, correspond or continue to provide services to a Client.

The refusal by a client to be dealt with by any adviser or Duty Manager for any reason, such as gender, ethnicity or any other protected characteristic, is offensive and wholly unacceptable. In such circumstances, the Company will not accept any request for an alternative Consultant or adviser and will immediately terminate its service to existing or potential clients.
 
Threatening behaviour is defined as, but not limited to, threats of violence to staff or any other person which is, for example; sexist, racist or homophobic; including intimidating language, swearing and/or aggressive body language and passive aggressive behaviour.

Unreasonable actions and behaviour includes, but is not limited to examples of unacceptable patterns of behaviour identified by the Local Government Ombudsman.

HouseLet Direct does not expect staff to tolerate unacceptable behaviour by complainants or any client. Unacceptable behaviour includes patterns of behaviour identified by the Local Government Ombudsman as unacceptable and behaviour which is abusive, offensive or threatening and may include:

  • Using offensive, intimidating, abusive, or foul language on the telephone including shouting;
  • Using abusive offensive, intimidating, or foul language face to face including shouting and or causing distress or alarm;
  • Sending multiple or successive unreasonable emails;
  • Sending multiple frivolous email requests for services which you do not intend to pursue and result in wasted and unnecessary responses impacting on our ability to provide a low cost service;
  • Sending emails containing abusive offensive, intimidating, false or malicious allegations, wild language, pejorative accusations, unfounded allegations or assumptions, repeating unfounded remarks or hearsay damaging or other offensive remarks or using language which denotes shouting;
  • Leaving multiple voicemails containing threats or abusive offensive, intimidating, false or malicious allegations, using wild language, pejorative accusations, unfounded allegations or assumptions, repeating unfounded hearsay, damaging or offensive remarks and or including in behaviour intended to cause distress or alarm;
  • Making slanderous and false statements about the Company its staff and advisers;
  • Making vexatious or mendacious allegations of harassment to frustrate our legitimate interests or the performance of a contract  where you have been notified of contractual breaches or issued with reasonable payment requests;
  • Using social networks, websites, discussion threads, blogs and chain emails to name and cause upset and distress and harass staff and advisers and or cause damage to the reputation of the Company
  • Changing the basis of the issue/complaint as a consultation/investigation proceeds;
  • Denying or changing statements made at an earlier stage;Introducing trivial or irrelevant new information at a late stage or withholding material facts;
  • Raising numerous, detailed but unimportant questions; insisting that they are answered;
  • Covertly recording meetings and conversations;
  • Submitting falsified documents from themselves or others;
  • Adopting a 'scatter gun' approach: pursuing parallel complaints on the same issue with a variety of other organisations or advisers;
  • Making excessive demands on the time and resources of staff with lengthy telephone calls, emails to Duty Managers, or detailed letters every few days, and expecting immediate or unreasonable responses;
  • Submitting repeat complaints with minor additions/variations that the complainant insists make these 'new' complaints;
  • Refusing to accept the decision; repeatedly arguing points with no new evidence.

Complaints
All complaints in respect of services should be sent in writing to our geographical address in accordance with the requirements of The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. For ease of convenience consumers can choose to send notices to our electronic address, but the onus for proof of receipt will rest with the consumer.

The Company is not a public body, but we do deal with unreasonably persistent complainants in accordance with the Local Government Ombudsman’s Guidance on managing unreasonable complainant behaviour

From 1 October 2014 it is a legal requirement for all letting agents and property managers in England to belong to a Government approved redress scheme. Landlords, housing charities, and resident management companies are not explicitly excluded from the requirement to belong to a scheme.

At HouseLet Direct we take our responsibilities to provide safe homes very seriously and aim to provide high levels of customer satisfaction to all our clients. HouseLet Direct is a member of the of the Government approved Property Redress Scheme (PRS) and has a separate Internal Complaint Procedure for dealing with complaints in relation to properties and regulatory compliance.

Data Protection
HouseLet Direct complies with the provisions of the Data Protection Act 1998,GDPR and Data Protection Bill 2017.

Any personal information provided by actual or potential clients is used solely to protect the legitimate interests of HouseLet Direct and either:

  • to enable a contract to be formed or
  • for the performance of a contract

Our website Privacy Policy and contractual Terms and Conditions make clear our commitment to safeguarding your personal data. We proactively practice a policy of Data Minimisation – collecting as little information as possible, and using it sparingly and also employ pseudonymisation /anonymisation of data wherever possible.

For full details of all conditions please refer to our standard contractual Terms and Conditions, a copy of which can be downloaded below or obtained on request. Our Terms and Conditions are reviewed annually on 1 October.

Download and store pre-contract information and a durable copy of our Terms and Conditions and Cancellation Form:

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