Terms of service

“Subscription” means a published package (Essential, Protect or Complete) applied to a named property. “Package” means the oversight service described on our packages page. “Add-on” means a separately priced service such as a certificate or a boiler service. “Portal” means the landlord and tenant areas we operate. “You” means the owner, landlord, managing agent or organisation subscribing the property.

A subscription is a structured operations, reporting and oversight service for a property: the property reviews, condition and compliance tracking, reminders, coordination of attendances, reporting into the portal and any minor visits your package states. It is not a repairs insurance policy and not an unlimited maintenance contract.

Materials and parts, specialist work, major repairs, labour beyond an included visit, emergency and out-of-hours attendance, tenant damage and certificates are not included unless your package says so, and are quoted separately as add-ons or works.

Packages are priced per property, per month. Your package, the amount payable and the applicable VAT treatment are confirmed to you in writing before your subscription starts, and that confirmation forms part of this agreement. Portfolio pricing is agreed in writing and recorded against the subscription.

Subscriptions are billed monthly in advance and renew each month until cancelled. Either of us may cancel with one month’s written notice, taking effect at the end of the notice period; months already billed are not refunded, and included visits not taken do not carry over or convert to credit.

We may suspend a subscription, and any non-emergency service under it, where an invoice remains unpaid after notice. Statutory interest and reasonable recovery costs may be charged under the Late Payment of Commercial Debts (Interest) Act 1998 where it applies.

We give you portal access for the properties on your subscription. You are responsible for the accounts you create or invite, for keeping credentials confidential, and for telling us promptly if an account should be closed. Access is granted for managing your own properties: do not attempt to reach another customer’s data, probe or disrupt the service, or extract data by automated means. We may suspend an account that does. Access ends when the subscription ends, and you may request an export of your property records before it does.

Where you subscribe a tenanted property you confirm you may give us the occupier’s contact details for arranging access, and that you will tell the occupier that maintenance is administered through us. Where your package lets a tenant report issues directly, those reports and their outcomes are visible to you as the landlord or agent. You remain responsible for your obligations to your tenant, including access, statutory repairs and safety duties.

Attendances are carried out by Gateway Estate Maintenance operatives, or by vetted partners under their supervision, and are reported against the property record with photographs. Response and attendance targets are those published for your package. Emergency attendance is answered by a staffed desk and charged as an add-on unless your package states otherwise.

If you are a consumer and you subscribe away from our business premises, including online or by telephone, you normally have a 14-day cooling-off period under the Consumer Contracts Regulations 2013. If you ask us to begin the service within that period you may still cancel, but must pay for the service already provided. To cancel, write to hello@tpo.estate.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot lawfully be limited. Subject to that, our total liability under a subscription in any 12-month period is limited to the greater of the subscription fees paid for the affected property in that period or the amount recoverable under our insurance, and we are not liable for loss of rent, loss of profit or other indirect losses, except where those losses result directly from our negligence or breach. Liability for a specific job is dealt with under the works terms on the Gateway Estate Maintenance site.

Complaints go first to the operations desk at hello@tpo.estate or 020 7101 5020. We acknowledge complaints within one working day and aim to resolve them within ten. If you remain dissatisfied you may pursue any alternative dispute resolution scheme we participate in at the time, or the courts.

These terms, together with your subscription confirmation, form the entire agreement between us for the subscription. We may update them from time to time and will give notice of material changes before your next renewal. If any provision is found unenforceable, the remainder continues in effect. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.

Questions about these terms: hello@tpo.estate. See also our privacy policy and cookie policy.