NRLA Concierge Service

Terms and Conditions

These Terms and Conditions (“Terms”) together with the Membership Terms (found at Legal Information | NRLA ) apply to use of the NRLA Concierge Service.(“the Service”), provided by the National Residential Landlords Association (NRLA). By using the Service, you agree to be bound by these Terms. 

Nature of the Service 

  • The NRLA Concierge is a paid support service that offers enhanced guidance for completing landlord documentation, including but not limited to: 
    • Tenancy Creation

      • Assured Shorthold Tenancy (AST) 

      • Assured Tenancy (AT) 

      • Excluded Occupier License (Lodger)  

      • Non-Assured Tenancy Agreement i.e high value, low value, resident landlord. 

    • Section 13
      • Housing Act 1988, Section 13
    • Section 8 Notice of Intended Possession Proceedings 
      • Housing Act 1988, Section 8 & Schedule 2
    • Notice to Quit
    • Section 21 Notice Requiring Posession
      • Housing Act 1988, Section 21

  • The Service is limited to procedural and administrative support only. It does not constitute legal advice. 

  • The Service will not commence until payment is received.  

  • Full details of the service are provided on the Concierge web page where the individual application documents are provided.   

Eligibility 

  • The Service is available only to active NRLA members and named associates.  

  • You must be the legal owner or authorised agent of the property in question. 

  • The service is only available for properties in England.  

Scope of Service

  • The Service comprises; 

    • Document collation and review 

    • Completing of forms based on member-provided information 

    • Summarisation of next steps and procedural guidance 

    • Information on Service of Notice, where applicable 

  • The Service does not include: 

    • Legal representation 

    • Legal interpretation of complex tenancy issues 

    • Serving of legal notices on behalf of members or named associates 

Member Responsibilities 

  • You are solely responsible for the accuracy and completeness of all information and documents provided. 

  • NRLA will not return any documents sent in as part of the service.  The member or associate should ensure appropriate copies of documents are retained for their ongoing use and requirement.  

  • All forms and notices will be signed and served by you, not by the NRLA. 

  • Any failure to follow the advice or submit accurate documentation is at your own risk. 

  • You are responsible for serving any notices on your tenant(s) within the time limits agreed during the service and as required by law.   

  • You have served a Privacy Notice on your tenant allowing the sharing of their personal data.  You should also ensure you have registered with the Information Commissioner (ICO) accordingly.   

Disclaimer and Limitation of Liability 

  • NRLA does not warrant the legal enforceability or outcomes of the documentation or advice provided through the Service. 

  • We will use all reasonable efforts to provide accurate, up-to-date information.  

  • The NRLA is not liable for any loss, damage, or expense arising out of your use of the Service. 

  • No guarantees are made regarding success in tenancy or possession proceedings. 

Data Handling and Privacy 

  • All information provided will be handled in accordance with our Privacy Notice and in compliance with UK GDPR. 

  • Documents will be stored only as long as necessary to provide the Service or as required by law. 

Service Availability 

  • Service availability is limited to operational hours of the NRLA Support Team. 

  • Within these hours, appointments for review sessions are limited to Monday to Friday, 10am to 4pm.   Advice and queries remain available during all other NRLA Support Team hours.   

  • While we will use all reasonable efforts to respond to individual queries within 1 working day, turnaround times may vary based on volume and complexity. 

Payment and Refunds 

  • Fees for the Service are as published on the NRLA website and are payable in advance. 

  • Once payment has been made and the Service initiated, no refund will be issued, including where: 

    • You choose not to proceed after payment; 

    • Your personal or tenancy situation changes; or 

    • You no longer wish to use the Service for any reason. 

  • If, during the initial review, the NRLA determines that the Service cannot be provided (e.g., due to lack of documentation or ineligibility), a 75% refund will be issued. The remaining 25% will be retained as an administration charge. 

  • No refunds will be issued once the main consultation has occurred or the Service has otherwise been materially delivered in NRLA’s opinion.  

  • All payments are inclusive of VAT at the prevailing rate.  

Your Right to Cancel (Consumer Contracts Regulations 2013) 

  • As a consumer, you have a statutory right to cancel your order within 14 days without giving any reason. This "cancellation period" begins on the day after the day you conclude the contract with us (i.e., the day you complete your payment and receive your order confirmation). 

  • To exercise your right to cancel, you must inform us of your decision by a clear statement (e.g., email or a letter sent by post). You may use the model cancellation form provided in Schedule 3 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, but it is not obligatory. Our contact details for cancellations are [email protected] and our address is found here. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired. 

  • If you cancel this contract within the 14-day cancellation period, we will reimburse to you all payments received from you using the same means of payment as you used for the initial transaction, including the costs of delivery (if any), without undue delay and in any event not later than 14 days after the day on which we are informed about your decision to cancel this contract.  

  • You agree that once you have commenced the service by confirming the booking invitation we send you, you have accepted that the work has commenced and therefore waive your right to cancel the contract under these regulations. 

Limitation of Liability  

  • NRLA shall not be liable for any costs in excess of the value of the service provided to the member and any named associates.   

  • “costs” includes but is not limited to: 

    • Indirect costs 

    • Loss of profits 

    • Third party costs  

  • No third parties have any rights in relation to these terms and NRLA will have or hold no liability to such third parties.   

Termination 

  • The NRLA reserves the right to suspend or terminate access to the Service if: 

    • You breach these Terms 

    • You provide false or misleading information 

    • Your membership is no longer valid 

    • The time from payment being taken exceeds 30 days with the case not having been materially delivered in NRLA’s opinion; subject to case by case review for extenuating circumstances.  

Changes to the Service 

  • We may update or withdraw the Service at our discretion. 

  • Material changes to these Terms will be notified via the NRLA website. 

Complaints 

  • Should the service not meet your expectations then any complaints will be handled in the same way as any other complaint to NRLA. 

  • Please visit our complaints page here for full guidance.  

  • We aim for most complaints to be responded to within 5 working days.   

Governing Law 

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the English courts. 

Contact Information 

For questions or support, email us at [email protected].