Booking Policy
Booking and refund policy
Agreement to terms
By booking and paying for any service with Housing Adviser, you confirm that you have read, understood and agreed to this Booking and Refund Policy and our terms of service.
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All appointments and services must be booked and paid for in advance through our online booking system.
Once your booking is confirmed, you will receive an onboarding form. This must be completed and returned before your appointment so that we can properly review your situation.
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If the onboarding form or requested documents are not received in time, your appointment may be shortened, delayed or cancelled. No refunds will be provided.
Appointments are delivered remotely by telephone or video call unless otherwise stated.
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You are responsible for providing accurate and complete information about your housing situation. Our advice and support are based solely on the information and documents you provide.
Housing Adviser provides independent housing advice and advocacy. We do not provide legal services and we do not provide legal representation.
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Cancellations, missed appointments and rescheduling
All bookings are non-refundable.
If you are unable to attend your appointment, you may request to reschedule once, provided at least 24 hours’ notice is given. Rescheduling is subject to availability.
If you do not attend your appointment, arrive more than 10 minutes late, or cancel with less than 24 hours’ notice, the booking will be treated as used and cannot be rescheduled.
Refunds
Refunds are never provided under any circumstances.
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Communication with clients
For membership and ongoing support clients, communication is primarily provided by telephone.
Email support is also available and may provide a faster response time. We do not provide instant or real-time responses and response times may vary depending on demand and case volume.
We are unable to provide emergency or out-of-hours services.
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Scope of service
Our service focuses on housing advice, casework and advocacy, including complaints, reviews and written representations. We cannot guarantee specific outcomes, decisions or timescales, as these are controlled by councils, housing associations, landlords and other third parties.
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Data protection and confidentiality
We handle personal information and documents in line with data protection requirements. Information you share with us is used only for the purpose of providing housing advice and advocacy and will not be shared with third parties unless you ask us to do so or we are legally required to.
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Third party contact and authority
If you ask Housing Adviser to contact a council, landlord, housing association or any other organisation on your behalf, you may be required to provide written authority or consent before we are able to do so.
Professional registration and insurance
Housing Adviser is registered with the Information Commissioner’s Office (ICO) for data protection purposes and holds appropriate professional indemnity insurance for the services we provide.
Conduct and misuse of service
We reserve the right to refuse or discontinue a booking or ongoing service where abusive behaviour, inappropriate conduct, misuse of the service or repeated unreasonable contact occurs.
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