Formal Complaints

Cancellation Policy

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. All services must be booked and paid for in advance through our online booking system. After booking, you will receive an onboarding form. This must be completed and returned before your appointment so we can review your situation in advance. If the 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 stated otherwise. You are responsible for providing accurate and complete information. Our advice and support are based solely on the information and documents you provide. Housing Adviser provides independent housing advice and advocacy delivered by a Housing Paralegal. Cancellations and rescheduling All bookings are non-refundable. You may request to reschedule once with at least 24 hours’ notice, subject to availability. If you do not attend, 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. Communication For membership and ongoing support clients, communication is primarily by telephone. Email support is also available and may receive a faster response. We do not provide instant replies, emergency services or out-of-hours support. Scope of service We provide housing advice, casework and advocacy, including complaints, reviews and written representations. We cannot guarantee outcomes, decisions or timescales, as these are controlled by councils, landlords, housing associations and other organisations. Data protection Information you share with us is used only to provide 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. Third party contact If you ask us to contact a council, landlord, housing association or another organisation on your behalf, you may be required to provide written authority before we can act. Registration and insurance Housing Adviser is registered with the Information Commissioner’s Office (ICO) and holds appropriate professional indemnity insurance. Conduct We reserve the right to refuse or end a booking or ongoing service where there is abusive behaviour, inappropriate conduct.

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