Terms of Service

Last updated: 10 November 2025

1. About Us

These Terms of Service ("Terms") govern your use of the helpline4u.co.uk website and helpline service (the "Service") operated by:

HELPLINE 4U LIMITED is a company registered in England and Wales. We operate a helpline service to assist people experiencing housing disrepair issues with council properties and housing association homes.

2. Acceptance of Terms

By accessing or using our Service, you agree to be bound by these Terms and our Privacy Policy. If you do not agree with any part of these Terms, you must not use our Service.

These Terms constitute a legally binding agreement between you and HELPLINE 4U LIMITED.

3. What Our Service Provides

3.1 Information and Assessment

Our Service provides:

• General information about housing disrepair claims and tenant rights
• Assessment of whether you may have a valid housing disrepair claim
• Guidance on the claims process and Awaab's Law
• Support in understanding your legal options
• Referrals to specialist housing disrepair solicitors (with your consent)

3.2 What We Are NOT

Our Service does not:

• Provide legal advice or representation
• Act on your behalf in legal proceedings
• Negotiate with landlords or housing associations on your behalf
• Guarantee the outcome of any claim or case
• Replace professional legal advice from a qualified solicitor

3.3 No Professional Relationship

Using our Service does not create a solicitor-client relationship, advisory relationship, or any professional services relationship between you and HELPLINE 4U LIMITED. Any information we provide is for general guidance only.

4. User Obligations

4.1 Lawful Use

You agree to use our Service only for lawful purposes. You must not:

• Use the Service to submit false, fraudulent, or misleading information
• Abuse, harass, or threaten our staff or partner solicitors
• Use the Service to make vexatious or malicious claims
• Attempt to gain unauthorized access to our systems or data
• Upload viruses, malware, or malicious code
• Scrape, copy, or reproduce our website content without permission
• Use automated systems (bots, scrapers) to access our Service
• Impersonate another person or provide false identity information

4.2 Accurate Information

You agree to provide accurate, complete, and truthful information when using our Service. You are responsible for ensuring the information you submit is correct and up to date.

Providing false or misleading information may:

• Result in your claim being rejected
• Constitute fraud or other criminal offenses
• Lead to us refusing to provide further services

4.3 Your Responsibilities

You are responsible for:

• Keeping your contact information current
• Checking your emails for communications from us or partner solicitors
• Responding promptly to requests for information or documentation
• Following advice given by any solicitor you are referred to
• Maintaining confidentiality of sensitive information

5. Referrals to Partner Solicitors

5.1 How Referrals Work

If you tick the consent checkbox on our enquiry form, we may refer your case to specialist housing disrepair solicitors from our panel of legal partners.

The consent checkbox is unticked by default - you must actively choose to allow us to share your information with partner solicitors.

5.2 Introduction Fees

We may receive an introduction fee, referral commission, or other valuable consideration from solicitors when we refer cases to them. This is a standard commercial arrangement in the legal services industry.

Important points:

• The introduction fee does not affect the price you pay (most housing disrepair claims are "no win, no fee")
• It does not influence the quality or independence of legal advice you receive
• Partner solicitors remain independent legal professionals bound by their own regulatory obligations
• You are free to instruct any solicitor of your choice - you are not obliged to use our referral partners

5.3 No Guarantee of Acceptance

We do not guarantee that:

• A partner solicitor will accept your case
• Your claim will be successful
• You will receive any specific amount of compensation
• Your housing issues will be resolved

Each solicitor makes independent decisions about which cases to accept based on their own assessment of merit and prospects of success.

5.4 Independent Relationship

Once referred, you form a direct relationship with the solicitor. They become responsible for handling your case and providing legal advice. We are not responsible for:

• The solicitor's conduct or advice
• The outcome of your case
• Any fees or charges imposed by the solicitor
• Delays or errors in handling your case

6. No Accounts or Payments

6.1 Free Service

Our helpline Service is free to use. We do not charge you for:

• Initial assessment and information
• Referral to partner solicitors
• Use of our website

6.2 No User Accounts

We do not operate user accounts or login systems. You do not need to register or create an account to use our Service.

6.3 Solicitor Fees

If you are referred to a solicitor, any fees or charges are a matter between you and the solicitor. Most housing disrepair claims are handled on a "no win, no fee" basis, but you should confirm the fee arrangement with your solicitor directly.

7. Intellectual Property

7.1 Our Content

All content on our website, including text, graphics, logos, images, and software, is owned by HELPLINE 4U LIMITED or licensed to us. It is protected by UK and international copyright, trademark, and other intellectual property laws.

7.2 Limited License

We grant you a limited, non-exclusive, non-transferable license to access and use our website for personal, non-commercial purposes in accordance with these Terms.

You may not:

• Copy, reproduce, or republish website content without permission
• Modify, adapt, or create derivative works
• Use content for commercial purposes
• Remove copyright or proprietary notices

7.3 User-Submitted Content

When you submit information through our forms or emails (including photos, documents, and descriptions), you grant us a non-exclusive license to use, store, and process that content solely for the purpose of providing our Service and referring you to solicitors.

You confirm that you have the right to share any content you submit and that it does not infringe any third-party rights.

7.4 Takedown Requests

If you believe any content on our website infringes your intellectual property rights, contact us at info@helpline4u.co.uk with details of the alleged infringement.

8. Service Availability and Changes

8.1 Availability

We aim to keep our Service available at all times, but we do not guarantee uninterrupted access. The Service may be unavailable due to:

• Scheduled maintenance
• Technical issues or outages
• Circumstances beyond our control (internet failures, hosting provider issues)

8.2 Right to Modify

We reserve the right to:

• Modify, suspend, or discontinue any part of the Service at any time
• Change these Terms (we will notify you of material changes)
• Update website content and functionality

We will make reasonable efforts to provide notice of significant changes, but we are not obliged to do so.

9. Disclaimers

9.1 No Warranties

Our Service is provided "as is" and "as available" without warranties of any kind, either express or implied, including but not limited to:

• Warranties of accuracy, completeness, or reliability
• Fitness for a particular purpose
• Non-infringement
• Uninterrupted or error-free operation

9.2 Information Accuracy

While we strive to provide accurate and up-to-date information about housing disrepair law and tenant rights, we make no representations or warranties about:

• The accuracy or completeness of information on our website
• Whether information applies to your specific circumstances
• The suitability of any action you take based on our information

Law and regulations change frequently. Information on our website may become outdated. Always seek professional legal advice for your specific situation.

9.3 No Guarantee of Outcomes

We do not guarantee that:

• You have a valid housing disrepair claim
• Your claim will be successful
• You will receive any compensation
• Your housing issues will be resolved
• A solicitor will accept your case

9.4 Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the content, privacy practices, or terms of service of external sites. Use third-party websites at your own risk.

10. Limitation of Liability

10.1 Maximum Liability

To the fullest extent permitted by law, HELPLINE 4U LIMITED's total liability to you for any claims arising from or related to our Service is limited to the fees you paid to us in the 12 months preceding the claim.

Since our Service is free, our maximum liability is £0 (zero pounds).

10.2 Excluded Losses

We are not liable for any:

• Indirect, incidental, or consequential losses
• Loss of profits, revenue, or business opportunities
• Loss of data or information
• Loss resulting from actions or advice of third-party solicitors
• Loss caused by your failure to provide accurate information
• Loss resulting from decisions you make based on information from our Service

10.3 Exceptions

Nothing in these Terms excludes or limits our liability for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Any other liability that cannot be excluded or limited by English law

10.4 Indemnity

You agree to indemnify and hold harmless HELPLINE 4U LIMITED, its directors, employees, and agents from any claims, losses, damages, or expenses (including legal fees) arising from:

• Your use of the Service
• Your violation of these Terms
• Your violation of any law or third-party rights
• Information you submit through the Service

11. Termination and Suspension

11.1 Your Right to Stop Using

You may stop using our Service at any time. To withdraw consent for us to process your data or share it with partners, email info@helpline4u.co.uk.

11.2 Our Right to Terminate

We reserve the right to refuse service, suspend access, or terminate your use of the Service at any time, without notice, for any reason, including if you:

• Violate these Terms
• Provide false or fraudulent information
• Abuse or harass staff or partners
• Use the Service for unlawful purposes

11.3 Effect of Termination

Upon termination:

• Your right to use the Service ends immediately
• We may delete your enquiry data (subject to our retention obligations)
• Any ongoing relationship with referred solicitors continues independently
• Sections of these Terms that should survive termination (including disclaimers, limitations of liability, and governing law) remain in effect

12. Data Protection and Privacy

Our collection, use, and protection of your personal data is governed by our Privacy Policy, which forms part of these Terms.

By using our Service, you consent to our data practices as described in the Privacy Policy, including:

• Collection of personal and sensitive data
• Processing for assessment and referral purposes
• Sharing with partner solicitors (if you tick the consent checkbox)
• International data transfers to service providers

13. Governing Law and Jurisdiction

13.1 English Law

These Terms are governed by and construed in accordance with the laws of England and Wales.

13.2 Jurisdiction

Any disputes arising from or relating to these Terms or our Service shall be subject to the exclusive jurisdiction of the courts of England and Wales.

If you are a consumer resident in Scotland or Northern Ireland, you may bring proceedings in your local courts.

14. Dispute Resolution

14.1 Informal Resolution

If you have a complaint or dispute, please contact us first at info@helpline4u.co.uk. We will make reasonable efforts to resolve the issue informally.

14.2 Complaints Procedure

Our complaints procedure:

1. Initial Contact: Email info@helpline4u.co.uk with details of your complaint
2. Acknowledgment: We will acknowledge receipt within 5 working days
3. Investigation: We will investigate and respond within 21 days
4. Resolution: We will propose a resolution or explain our decision

14.3 Alternative Dispute Resolution

If we cannot resolve your complaint informally, you may wish to contact:

• Citizens Advice: For consumer advice - citizensadvice.org.uk
• Legal Ombudsman: For complaints about solicitors (not HELPLINE 4U LIMITED) - legalombudsman.org.uk

15. General Provisions

15.1 Entire Agreement

These Terms, together with our Privacy Policy and Cookie Policy, constitute the entire agreement between you and HELPLINE 4U LIMITED regarding your use of the Service.

15.2 Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions remain in full force and effect.

15.3 Waiver

Our failure to enforce any right or provision of these Terms does not constitute a waiver of that right or provision.

15.4 Assignment

We may assign or transfer our rights and obligations under these Terms to another entity. You may not assign your rights or obligations without our written consent.

15.5 No Third-Party Rights

These Terms do not give any third party any rights under the Contracts (Rights of Third Parties) Act 1999.

16. Contact Information

If you have questions about these Terms, please contact us:

17. Version History

Version 1.0 - 10 November 2025 - Initial publication

We may update these Terms from time to time. Continued use of the Service after changes constitutes acceptance of the updated Terms.