Two ways to reach a person
Both are answered by somebody, not by a queue. We reply within five working days, and usually the same working day.
By email
The best route for anything with detail in it. Say what you were doing and what happened.
By telephone
Monday to Friday. If nobody picks up, leave a message with an email address and we will come back to you.
What we can help with
- Anything about your account, your plan, a payment or a refund.
- Cancelling — though that takes one step inside your account and does not need us.
- Anything on a list that is wrong, unclear, or reads as though it is judging something.
- Anything about this site that is hard to use, with any assistive technology.
- A request about your personal data: a copy, a correction, deletion, or an export.
What we do not answer
Not because we are being unhelpful — because answering would mean pretending to know something we do not.
- Whether a place in your home is fine as it is. This service does not judge that, and neither will we by email.
- How deposits are handled where you are, or what happens if there is a disagreement. Ask the scheme your deposit is with, and a housing adviser.
- How long anything takes. No period of time is given here for anything to do with your home.
- Legal advice, a letter written for you, or anybody spoken to on your behalf.
- An opinion on how your situation is likely to turn out.
- Anything about a named landlord, agent, company or platform. We do not name any of them or comment on any of them.
If we cannot settle something between us
Write to us first — almost everything is settled that way. If it is not, the courts are open to you; there is no arbitration clause in our terms. Where you live in Scotland and the claim is for £5,000 or less, Simple Procedure in the Sheriff Court is designed to be used without a solicitor.
Free consumer advice for people living in Scotland is at consumeradvice.scot, run by Advice Direct Scotland. That service is for Scottish residents only — if you live elsewhere, the consumer advice body in your own country is the one to contact, and the consumer protection rules where you live still apply to you.
All of that concerns your subscription to this service and nothing else. It has nothing to do with your tenancy or your deposit.
