Terms & Conditions

Definitions and Interpretation

Acceptance: The acknowledgment and agreement to the Order documents for the provision of a single bundle of services to the Property.

Agents/Engineers: Representatives or technicians engaged by Tenantly to deliver Services, which may include installation, meter readings, repairs, upgrades, or the removal of meters and associated equipment essential for Tenantly’s Services.

Contract: The agreement comprising the terms and conditions for providing Services to the Premises, as agreed between You and Us, alongside any applicable prices or additional conditions for specific products or services. This includes a Deemed Contract unless otherwise specified.

Customer: Refers to either an individual tenant or a group of tenants if the Property is occupied. If the Property is unoccupied, the Customer is the Property Owner, who may designate a letting agent to manage Services on their behalf. In such cases, the letting agent becomes the Customer acting for the Owner, without limiting the Owner’s or tenant’s liability for Service usage or payments.

Deemed Contract: A contract implied by law when Tenantly supplies energy to a Premise without an express agreement. This applies to the occupier (e.g., tenant) or, if unoccupied, the Owner of the Premise, effective from when Tenantly began providing energy. This is established under Paragraph 3 of Schedule 6 of the Electricity Act 1989, Paragraph 8 of Schedule 2B of the Gas Act 1986, and Paragraph 3 of Schedule 4 of the Utilities Act 2000, and is further detailed in Clause 20.

Events Outside Our Control: As defined in Clause 12.

Failed Payment Fee: As defined in Clause 7.17.

Fees: The total amount payable for Services provided by Tenantly, either directly by the Customer or on their behalf, in accordance with the Order, the Terms of the Contract, Our pricing sheet, or any subsequent updates and notifications provided to You.

Initial Cancellation Period: A 14-day period from sign-up during which Customers have the right to cancel the contract without providing a reason, as per the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013.

Late Payment Fee: As defined in Clause 7.17.

Meter: Devices or equipment used to measure Utilities consumption at the Premises.

Minimum Term: The initial duration for which each Service will be provided to the Property, as specified in the Order contract, starting from when Tenantly begins delivering the Services.

Owner: The Property Owner, whether freeholder, leaseholder, licensor, or managing agent as applicable.

Order: The documentation and communications confirming Your order for Services, sometimes referred to as the Order contract or Utilities Form.

Packages: Predefined bundles of Utilities and Services offered to Customers.

Party: Refers to either You or Us, collectively referred to as “Parties.”

Product: The specific package or product developed for You as outlined in the Order.

Property / Premise: Refers to the Property or any part of a land, building, space, or structure where Tenantly delivers Services under this Contract, as identified in the Order.

Services: The services specified in the Order that We provide to You, which may include various combinations of offerings or standard packages.

Supplier(s): Third-party entities engaged by Tenantly to supply Services to Customers.

Tenant: An individual occupying a Premise.

Terms: The conditions set forth in this document and in the Order documents, forming the basis of the contract between You (the Customer) and Tenantly.

Third-Party Finance Provider: An individual or entity used by the Customer to pay Fees, guaranteeing the Customer’s payment obligations under these Terms and the Order documents.

We, Us, and Our: Refers to Tenantly Ltd (Company Number 16085531), with a registered office at 2a Blackthorne House, Birmingham, B3 1RL, along with any representatives or affiliates of Tenantly Ltd, including associated brands providing Services.

Website: Refers to www.tenantly.co.uk

Working Day: Any day that is not a Saturday, Sunday, or public holiday in England and Wales.

Ultimate Beneficiary: The end user of the Services, being the tenants if the Premise is occupied, or the Property Owner if unoccupied.

Utilities: Essential services relevant to property management, such as gas, electricity, water, and broadband.

You and Your: Refers to the Customer.

Utilities Provided

  • Wi-Fi
  • Electricity
  • Gas
  • Water
  • TV Licence

In this Agreement:

  • Words in the singular include the plural and vice versa, unless otherwise required by the context.
  • References to gender include all genders.
  • Statutory or legislative references include any amendments, extensions, or replacements and related subordinate legislation.
  • “Person” encompasses both corporate and non-corporate entities.
  • Terms introduced by phrases such as “including,” “for example,” or “such as” are illustrative and do not restrict broader interpretations.
  • References to “writing” or “written” include email unless explicitly stated otherwise.
  1. Key Terms

1.1. Your acceptance of these Terms establishes a binding agreement between You and Us, as detailed in Clause 3.

1.2. We retain the right to modify these Terms periodically, as described in Clause 4.

1.3. Once a contract is established, You agree to pay Us for the Services We provide under these Terms, in accordance with Clauses 7 and 8. This includes any additional charges outlined in the referenced Clauses.

1.4. If You appoint a third party to handle payments for Your Services, that party will also be subject to these Terms, as specified in Clause 9.

  • 1.4.1. It is important to note that the Ultimate Beneficiary is responsible for payment of the Services if the third party fails to pay, regardless of the reason. This includes, but is not limited to, situations involving voluntary arrangements, legal actions, or processes relating to the third party’s insolvency or liquidation; the appointment of a liquidator, receiver, administrator, or similar officer concerning the third party or their assets; or any agreements or arrangements with the third party’s creditors.
  • 1.4.2. For clarification, the Ultimate Beneficiary refers to the tenants if the Premise is occupied or the Property Owner if it is unoccupied. The third party could be a letting agent.
  • 1.4.3. Tenantly accepts no liability or responsibility if a third party fails to pay for the Services. The Ultimate Beneficiary remains responsible for settling the payment directly with Us. However, they may pursue legal recourse against the third party for non-payment, provided the Ultimate Beneficiary has already made the payment to the third party.

1.5. You may cancel this contract within 14 days of signing up, as allowed under Your statutory rights. After this period, cancellations will follow the provisions outlined in Clause 13.

  1. Our Identity

Tenantly Ltd (“Tenantly”) is a company providing utilities, telecoms and other services registered in England and Wales, Company Number 16085531. Our Company’s registered office is at:

Tenantly Ltd,
2A Blackthorne House,
Birmingham,
B3 1RL

  1. The Contract with You

3.1. The Contract between You and Tenantly for the supply of Services to the Premises is formed by these Terms and Conditions along with Our applicable tariff information provided to You during the sign-up process.

3.2. These Terms become binding as soon as the first Customer signs the Order.

3.3. You are advised to carefully review these Terms and ensure that all details in the Order and these Terms are accurate and complete before signing or agreeing to the Order. If You identify any errors or discrepancies, please contact Us to discuss them.

3.4. By submitting the Order, You accept full responsibility for it. Until additional Tenants agree to these Terms, We reserve the right to bill You in full for the Order.

3.5. In the event of any inconsistency between these Terms and any terms in the Order, the terms of the Order will take precedence.

3.6. If You are replacing existing Utilities or Service providers with Our Services, You may need to contact those providers to terminate their Services. Any cancellation fees charged by Your existing providers are Your responsibility, and We do not accept any liability for such charges.

3.7. All Customers listed in the Contract are considered parties to it. Any requests to cancel Services must be submitted in writing by each Customer and will only take effect once Tenantly has provided written confirmation of the cancellation.

3.8. When multiple Customers are part of a Contract and a change to the package is requested, all Customers must provide written consent before any amendments can be implemented. Consent can be provided via email or letter.

  1. Changes to Order or Terms

4.1. We reserve the right to update or amend these Terms from time to time under the following circumstances:

  • 4.1.1. When changes are required due to updates in relevant laws or regulatory requirements.
  • 4.1.2. When We consider it necessary in relation to Our business operations.

4.2. If We revise these Terms under Clause 4.1, We will provide You with at least one month’s written notice before the changes take effect. You may choose to cancel the contract in line with Clause 13 if You do not agree to the changes.

4.3. You may request changes to the Order for Services at any point before the Services start by contacting Us. If the requested changes affect the total price of the Services, We will inform You of the revised price in writing. In such cases, You may cancel the Order in accordance with Clause 13.1.

4.4. If You wish to cancel an Order before it has been completed, please refer to Your cancellation rights outlined in Clause 13.

  1. Providing the Services

5.1. We will make reasonable efforts to deliver the Services to You starting on the date specified in the Order. The estimated commencement date for Services may differ based on the type of Services. Your Order may not be processed if complete payment information is not provided in Your account.

5.2. We will make commercially reasonable efforts to connect and deliver the Services on time. It is important that You do not miss any installation appointments scheduled with Our Agents/Engineers. If You miss an installation appointment, We reserve the right to charge reasonable administration fees as outlined in Clause 7.11. However, delays may occur if:

  • 5.2.1. Existing suppliers prevent Us from transferring Your Services;
  • 5.2.2. We do not receive all necessary information;
  • 5.2.3. Incorrect information is provided by You;
  • 5.2.4. You need to take specific actions to transfer Your Services to Us; or
  • 5.2.5. An Event Outside Our Control arises. For details on Our responsibilities in such events, refer to Clause 12.

5.3. We require certain information from You to provide the Services, as specified in Order forms and contracts. If You fail to provide complete and accurate information, We may charge a reasonable fee to cover additional work and may suspend the Services after giving You written notice. We will not be held responsible for delays or non-performance caused by incomplete or missing information. If Services are suspended for this reason, You will not be charged for Services during the suspension period; however, this does not affect Your obligation to pay for any previously issued invoices.

5.4. Repairs, Maintenance, or Suspension: We may need to temporarily suspend the Services to address technical issues or to implement improvements agreed upon with You in writing. We will notify You in advance unless the issue is urgent or classified as an emergency. During such suspensions under Clause 5.4, You will not be charged for the Services, but this does not affect Your obligation to pay any outstanding invoices.

5.5. The cost of the Services depends on the Package agreed upon in writing for each Order. A detailed breakdown of the Service costs will be provided to You in writing as part of the Order process.

5.6. When providing Services, the estimated usage of Utilities and Services will be specified in the Order contract (refer to Clause 26 for usage allowances). If actual usage exceeds the estimated allowances, We reserve the right to charge You additional Fees or pass on any extra costs incurred from third-party Utility or Service providers.

5.7. If You fail to pay for the Services as scheduled, as set out in Clause 8, We may suspend the Services immediately until all outstanding payments are cleared in full (except in cases where an invoice is disputed under Clause 8.4). This does not affect Our right to charge interest as per Clause 8.2. This Clause does not apply to water and energy services.

  • 5.7.1. For energy supply, We may suspend or disconnect the supply if:
  • 7.1.a.You fail to pay Your bill on time;
  • 7.1.b.You are in material breach of the Contract;
  • 7.1.c.We suspect that Your Metering Equipment has been tampered with or damaged; or
  • 7.1.d.We are required to do so under applicable laws, codes, or agreements.
  • 5.7.2. If the energy supply is disconnected, You will be required to pay:
  • 7.2.a.Reasonable costs associated with disconnecting the supply; and
  • 7.2.b.Reasonable costs to reconnect the supply.
  1. Defects with the Service

6.1. If any defect arises in the Services, You agree to inform Us as soon as reasonably possible. We will make every effort to repair or resolve the defect promptly, subject to the actions required by third-party Services or Utility providers.

6.2. You will not be charged for repairs or fixes related to defects in the Services under Clause 6.1, except in cases where an appointment is missed, or the defect arises due to willful damage or negligence on Your part.

6.3. As a consumer, You are entitled to legal protections if the Services are not performed with reasonable skill and care, or if any materials or equipment We provide are faulty or differ from their description. For guidance on Your legal rights, You can contact Your local Citizens Advice Bureau, Ombudsman, or Trading Standards office. Nothing in these Terms affects Your statutory rights.

  1. Prices

7.1. The price of the Services will be indicated at the time We confirm Your Order. Our prices may change at any time, and We reserve the right to change these as appropriate. This will be communicated in writing to You. Price changes will not affect Orders that We have already confirmed with You.

7.2. These non-exempt from VAT service prices include VAT, and the specific VAT rate applied may differ between the Services in a Package. If the rate of VAT changes between the date of the Order and the date of delivery or performance, We will adjust the rate of VAT that You pay, unless You have already paid for the Services in full before the change in the rate of VAT takes effect.

7.3. Your payment plan is dependent on the number of people that have signed up for the contract. If there are more/fewer people signed up on Your contract than was previously agreed at the outset of Your contract, We reserve the right to change Your monthly payments to reflect the number of people that have signed up or We may terminate or change the terms of the agreement.

Gas and Electricity

7.4. The prices We charge for supplying gas and electricity are set out in your Order contract. It may also include a standing charge for a meter/other metering equipment at Your property.

7.5. We may change Your monthly payments for gas and electricity if We notice that You are using, or are likely to use, more energy than was estimated at the start of Your contract. Payments will be set to attempt a zero balance at the end of Your contract period or, if You remain with Us, over the next twelve months.

7.6. We may change Your payments if Your contract length is amended either by Us or You. The price change will reflect the latest and best estimate for the supply during the updated contract period based on estimates provided by an Energy Industry third-party data provider.

7.7. The Start and End dates of Your contract should reflect the time period where You are the legal occupier or owner of the premises, and We may update Your contract to reflect the correct dates.

Water and Sewerage

7.8. The water fees in your payment plan are calculated based on the average water charge in your local area and the size of your property. If your water bill issued by your water provider exceeds 10% of the fees in the Tenantly payment plan, we reserve the right to charge you for the additional amount.

7.9. We are not responsible for the type of water billing at your property whether it is by meter or by a rateable or assessed value. We will pay the charges set by your water authority during your supply period.

7.9.1. We are not responsible for the installation of a water meter.

7.9.2. We are not responsible for covering the cost of water leaks and any additional charges we incur as a result will be passed on.

Broadband

7.10. The broadband fees are charged at a monthly rate and advertised at the point of sign-up. The rate varies depending on packages and the internet speed requested.

7.10.1. You are charged from the Start date of your contract.

7.10.2. If we supply a broadband dongle as part of your services, You are responsible for returning the dongle when your broadband line is installed. If You fail to return the dongle, You will be charged for the cost of missing equipment and You may be charged an additional broadband fee for dual-access to internet services.

7.11. We will not charge for installation of broadband unless a fibre to the premises (FTTP) is required.

7.12. You will not be charged for appointments unless you miss appointments.

7.13. The broadband service entails a minimum contract period of 12 months, during which customers are billed for the full 12-month cost regardless of the installation date. This aligns with the standard practice in the internet supply industry, where minimum contract periods are enforced to ensure a steady revenue flow and cover the expenses associated with customer acquisition, maintenance, and the necessary infrastructure for broadband provision. It is advisable for customers to thoroughly review and comprehend the terms and conditions of the contract before committing to the service to avoid any unforeseen billing discrepancies.

7.13.1. Your broadband billing is not pro-rata, which means You will be billed for the full month of broadband if Your contract ends or begins within that month.

Cancelling Your Internet

7.14. Once the internet has been installed, You have entered a contract to keep the internet for the length of Your tenancy and in any event for the minimum period of 12 months. Cancelling the internet once it is installed leads to, apart from in exceptional circumstances, high cancellation fees. These charges, which are applied by the internet provider, will be passed directly onto You.

7.14.1. You will be responsible for returning any equipment we have sent to you, including without limitation, dongles and boosters. Where the equipment is not returned or if it is returned in poor condition, you will be charged for the cost of the equipment on your final statement.

TV Licence

7.15. The fees will be calculated monthly in advance in accordance with the cost of purchasing Your TV licence from the TV Licensing Authority on behalf of the British Broadcasting Corporation.

7.15.1. TV licences are purchased quarterly, and if You cancel during your contract, you will be responsible for payment until the latest quarter in which We have paid on your behalf.

Missed Appointment Fee

7.16. If You do not give Us two (2) Working Days’ notice that You cannot make an appointment where Our agents or engineers are due to attend Your property, We will charge You a missed appointment fee. This will be equal to the amount it costs Us to rearrange the appointment and will be passed on directly from the provider. If an engineer appointment is considered to be “failed” or arranged unnecessarily (for example, if a fault is caused by wilful neglect, damage or by user error), We may then be charged for this by Our providers. In this circumstance, We reserve the right to pass these charges on to You in full.

Failed Payment Fee and Late Payment Fee

7.17. If Your monthly or termly scheduled payment fails, We will try to take the payment again within seven (7) calendar days. We will warn You about the failure via text and/or email. If the reattempt fails as well, we may apply a £20 failed payment fee to Your account. Additionally, if you are behind on Your payment plan and we have contacted You about it, we may apply a £20 late payment fee to Your account.

Additional Fees

7.18. We may also charge You for other reasonable costs incurred by us. These include:

  • 7.18.1. Visiting Your property if We have already offered or tried to contact You by letter, phone or email, and You have refused or failed to do what We have asked You to do to meet these terms;
  • 7.18.2. Where You interfere with Your meter or steal water; or
  • 7.18.3. The reasonable costs that We incur if You choose to pay Your fees by bank transfer or cheque; or
  • 7.18.4. The reasonable costs that We incur for processing Your payment if You choose to pay Your fees by credit card; or
  • 7.18.5. The reasonable costs We incur for sending Your bills via post instead of electronically.
  • 7.18.6. All Our prices and other charges are affected by UK tax or, if applicable, duty, including VAT at the appropriate rate.
  1. Payment

8.1. Where We are providing Services to You, We will ask You to make an advance payment for one Month of the Services. Your rights to a refund on cancellation are set out in Clauses 13 and 14.

8.1.1. Your first payment may include a catch-up payment for any months missed by a delayed or late sign-up.

8.2. If You do not make any payment due to Us by the due date for payment, We may charge interest to You on the overdue amount at the rate of three (4) percentage points per year above the Official Bank Rate of the Bank of England. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgement. You must pay Us interest together with any overdue amount.

8.3. If after discussions You are unable to pay Our fees or You do not contact Us if You are unable to make Your payments, We reserve the right to instruct debt collection agents to collect the outstanding fees on Our behalf. Should this take place, You will have to pay an extra amount to cover the reasonable and actual costs of the debt collection agents with the applicable VAT.

8.4. If, however, You dispute an invoice amount in good faith and contact Us to let Us know promptly, this Clause will not apply for the period of the dispute as long as You are regularly in touch with Us to resolve the dispute.

8.5. The remaining Customer(s) at that Property agree to pay the departing Customer’s proportion of the Fees and inform Tenantly of their intention to do so; or

8.5.1. A replacement Customer agrees to take over the tenancy at that Property under these Terms and those of the Order contract to continue paying Our Fees; or

8.5.2. In either situation, We will notify all other Customers continuing to pay for Services in writing of any changes of this nature.

8.6. If Your agreed scheduled payment fails, We reserve the right to continue to attempt the payment until successful or an alternative schedule is put in place.

  1. Third-Party Finance Providers

9.1. Any Third-Party Finance Provider will be supplied with and required to accept these terms and any Order contract agreed with the Customer on whose behalf they are paying.

9.2. The effect of Clause 9.1 is to make all terms applicable to the Customer apply to their Third-Party Finance Provider.

9.3. We refer to Clauses 1.4 and subclauses 1.4.1-1.4.3 for clarity regarding payment liability in the event that a Third-Party Finance Provider fails to pay Us.

  1. Property Owner as Customer

10.1. If a Customer is the Owner of the Property and is paying fees on behalf of Tenants, they must ensure that their Tenants comply with these terms and those of any Order contract under which We agree to provide Utilities and Services.

10.2. If the Customer is an appointed agent of the Property’s Owner, they must confirm to Us in writing that they have full authority to enter into contracts on behalf of the Property’s Owner for Services.

  1. Our Liability to You

11.1. If We fail to comply with these Terms, We are responsible for foreseeable loss or damage that You suffer as result of Our breach of the Terms. We are not responsible for any unforeseeable loss or damage. Losses or damages are foreseeable if they are an obvious consequence of Our breach or if they were contemplated by You and Us at the time We entered into this contract.

11.2. If We are providing Services to Your Property, We will make good any damage to Your Property caused by Us in the course of installation or performance of Services. We are, however, not responsible for the cost of repairing any pre-existing faults or damage to Your Property that We discover in the course of installation and/or performance of Services by Us.

11.3. We only supply the Services for domestic and private use. You agree not to use the Services for any commercial, business or re-sale purposes, and We have no liability to You for any loss of profit, loss of business, business interruption or loss of business opportunity howsoever or wheresoever arising.

11.4. We do not exclude or limit in any way Our liability for:

11.4.1. Death or personal injury caused by Our negligence or the negligence of Our employees, agents or subcontractors; or

11.4.2. Fraud or fraudulent misrepresentation; or

11.4.3. Breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession); or

11.4.4. Breach of the terms implied by sections 3, 4 and 5 of the Supply of Goods and Services Act 1982 (description, satisfactory quality, fitness for purpose and samples); or

11.4.5. Defective products under the Consumer Protection Act 1987.

  1. Events Outside of Our Control

12.1. We will not be liable or responsible for any failure to perform, or delay in performance of, any of Our obligations under these Terms that is caused by an Event Outside Our Control and reserve the right to update our prices where these events occur.

12.2. An Event Outside Our Control is defined as any act or circumstance which is beyond Our reasonable control, including without limitation, any act of God, the public enemy, strike, lock-out or other industrial action, civil commotion, public demonstration, sabotage, act of vandalism, blockade, riot, invasion, insurrection, terrorist attack or threat of terrorist attack, war declared or undeclared, or threat or preparation for war, fire, lightning, explosion, storm, flood, drought, earthquake, subsidence, epidemic or another natural disaster, an unforeseen increase in wholesale energy costs beyond ordinary volatility or failure of public or private telecommunications networks.

12.3. If an Event Outside Our Control takes place that affects the performance of Our obligations under these Terms:

12.4. We will contact You as soon as reasonably possible to notify You; and

12.5. Our obligations under these Terms will be suspended and the time for performance of Our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects Our performance of Services to you, We will restart the Services as soon as reasonably possible after the Event Outside Our Control is over.

12.6. You may cancel the contract if an Event Outside Our Control takes place and You no longer wish Us to provide the Services. Please see Your cancellation rights under Clause 13. We will only cancel the contract if the Event Outside Our Control continues for longer than 30 days in accordance with Our cancellation rights in Clause 14.

  1. Your Rights to Cancel and Applicable Refund

13.1. Before We begin to provide the Services, You have the following rights to cancel an Order for Services, including where You choose to cancel because We are affected by an Event Outside Our Control or if We change these Terms under Clause 4.1 to Your material disadvantage:

13.2. You may cancel any Order for Services within 14 calendar days of placing an Order. We will confirm Your cancellation in writing to You.

13.3. If You cancel an Order under Clause 13.1 and You have made any payment in advance for Services that have not been provided to You, We will refund these amounts to You within 14 days of receiving Your cancellation notification.

13.4. However, if You cancel an Order for Services under Clause 13.1 and We have already started work on Your Order or if We are already providing Services by that time, You will pay Us any costs We reasonably incurred in starting to fulfil the Order, and this charge will be deducted from any refund that is due to You or, if no refund is due to You, invoiced to You. We will tell You what these costs are when You contact Us. However, where You have cancelled an Order because of Our failure to comply with these Terms (except where We have been affected by an Event Outside Our Control), You do not have to make any payment to Us.

13.5. After 14 calendar days of placing, signing and Ordering a contract with Us, Your Initial Cancellation Period will end.

13.6. After the Initial Cancellation Period, but before the start date on Your Order form, you may cancel Your contract at the cost of an early termination fee of £50 per Tenant.

13.7. Once We have begun to provide Services to You, You may cancel the contract for the Services at any time by providing Us with at least 30 calendar days’ notice in writing. Any advance payment You have made for Services that have not been provided will be refunded to You.

13.7.1. If You cancel the contract after We have begun to provide Services to You, there will be a £70 cancellation fee per service per Tenant. In addition, all tenants will remain jointly liable for the broadband charges for the remainder of the tenancy term.

13.7.2. If You cancel Your contract after 14 days from the date You sign up, but within the contract period, You will incur charges at the contract tariff rate until the date cancellation is officially confirmed. Confirmation of cancellation requires all tenants signed up to state their intention to terminate the contract. Subsequently, You will be billed according to the prevailing standard variable tariff until Your tenancy concludes or You change suppliers.

13.8. Once We have begun to provide the Services to You, You may cancel the contract for Services with immediate effect by giving Us written notice if:

13.8.1. We break this contract in any material way and We do not correct or fix the situation within 30 days of You asking Us in writing; or

13.8.2. We go into liquidation or a receiver or an administrator is appointed over Our assets; or

13.8.3. We change these Terms under Clause 4.1 to Your reasonable material disadvantage; or

13.8.4. We are affected by an Event Outside Our Control.

13.9. If after You cancel or terminate a contract under these Terms and those of any Order, it becomes apparent that You are in debit to Us, We reserve the right to invoice you for this amount and to demand any balance for Fees relating to Services (or a proportion of the Services) We provided to You. Conversely, if You are in credit after the cancellation or termination of an agreement to provide Services, We will refund the amount within 30 days.

  1. Our Rights to Cancel

14.1. We may have to cancel an Order before the start date for the Services due to an Event Outside Our Control or the unavailability of key personnel or key materials without which We cannot provide the Services. We will promptly contact You if this happens.

14.2. If We have to cancel an Order under Clause 14.1 and You have made any payment in advance for Services that have not been provided to You, We will refund these amounts to You.

14.3. Where We have already started work on Your Order for Services by the time We have to cancel, You will pay Us any costs We reasonably incurred in starting to fulfil the Order, and this charge will be deducted from any refund that is due to You or, if no refund is due to You, invoiced to You. We will tell You what these costs are when You contact Us. However, where You have cancelled an Order because of Our failure to comply with these Terms (except where We have been affected by an Event Outside Our Control), You do not have to make any payment to Us.

14.4. If We decide to cancel Your Order, We will not charge You anything for Services You have not been supplied with.

14.5. Once We have begun to provide the Services to You, We may cancel the contract for the Services at any time by providing You with at least 30 calendar days’ notice in writing. If You have made any payment in advance for Services that have not been provided to You, We will refund these amounts to You.

14.6. We may cancel the contract for Services at any time with immediate effect by giving you written notice if:

14.6.1. You do not pay Us when You are supposed to as set out in Clause 8.3. This does not affect Our right to charge You interest under Clause 8.2; or

14.6.2. You break the contract in any other material way and You do not correct or fix the situation within 14 days of Us asking You to do so in writing.

14.7. If after We cancel or terminate a contract under these Terms and those of any Order, it becomes apparent that You are in debit to Us, We reserve the right to invoice you for this amount and to demand any balance for Fees relating to Services (or a proportion of the Services) We provided to You. Conversely, if You are in credit after the cancellation or termination of an agreement to provide Services, We will refund the amount within 30 days.

  1. Contacting Tenantly

15.1. If You have any questions or complaints, please contact Us. You can do so by emailing Us at sales@tenantly.co.uk or messaging our live chat on our website, www.tenantly.co.uk

15.2. If You wish to contact Us in writing, or if any Clause in these Terms requires You to give Us notice in writing (for example, to cancel the contract), You can send this to Us by email, by hand or by pre-paid post to:

2a Blackthorne House, Birmingham, B3 1RL

15.3. Any such notice shall only be deemed effective once it is received.

15.4. We will confirm receipt of this by contacting You in writing. If We have to contact You or give You notice in writing, We will do so by email, by hand or by pre-paid post to the address You provide to Us in your Order.

  1. Data Protection and Use of Your Information

16.1. We will use the personal information You provide to Us to:

16.1.1. Provide the Services;

16.1.2. Process Your payment for such Services;

16.2. You agree that We may pass Your personal information (or those of Your Third-Party Finance Provider) to credit reference agencies and that they may keep a record of any search that they do.

16.3. You consent under these Terms to Us passing Your personal details to third parties within the UK who may be able to assist You with additional relevant services. This does not affect Your statutory rights to object to this, provided You communicate this to Us in writing when making an Order contract or thereafter.

16.4. More details of Our data protection policy can be found on our website.

  1. Token Meter Usage for Fees

17.1. Certain Properties may still be using Token Meters to calculate Utility or Service usage. We do not cover utilities provided by token meters, so if Your house has a token meter, We will remove it from Your payment plan.

17.2. You are obligated to inform Us if You have a prepayment or token meter within Your property from the point of placing the order and the utilities start date as it can affect Our ability to supply Your services. If, after the completion of an order, it transpires that a contract needs to be cancelled due to the presence of a token meter, we will cancel the contract in accordance with clause 13.

  1. Contract Energy Allowance

18.1. We will make every effort to send notifications if You go over Your energy allowance and provide You with handy energy-saving tips. Please note that We are not liable for energy usage within properties, and the ultimate responsibility for energy usage lies with the Customer.

18.2. We may change Your monthly payments for gas and electricity if We notice that You are using or are likely to use a different level of energy than was estimated at the start of Your contract.

18.3. We encourage You to submit regular meter readings throughout the year, at least once every three months. Based on these readings, We will be better able to monitor Your usage and inform You whether You are under or over the allowance covered in Your payment plan.

  1. Meter Readings

19.1. The purpose of Smart Meters is for both You and Us to review the usage of Services and ensure accurate readings. However, even where a smart meter is installed, regular meter readings will still need to be sent to Us, at least once every three months.

19.2. You are obligated to supply meter readings at the start, end and at monthly intervals throughout Your contract. If We do not receive readings, We will use estimates to determine Your energy usage.

19.3. We will do Our best to notify You when We require readings. However, it remains your responsibility to provide these readings.

  1. Deemed Contracts

20.1. A Deemed Contract is a statutory contract between You and Us, which is deemed to exist because We supply Services to a property of which You are the Tenant or Owner when You have not actively agreed to that Service by Us.

20.2. This includes when You do not take any action to move supplier at the beginning of Your occupation of the Property or at the end of Your agreed Order with Us.

20.3. In such instances, an Order will be deemed to be between Us and a Tenant or the Owner until We are contacted by another Customer.

20.4. If Your previous contract period expires and We continue to supply energy to Your property, a new deemed contract will be formed between Us. The deemed contract will be charged at the prevailing standard variable tariff until We agree on new contract terms.

20.4.1. Any direct debits will not be transferred to Your new contract until We get further confirmation that You would like to continue to pay via direct debit. You will be required to pay on receipt of Your invoices.

20.4.2. The deemed contract does not include bill splitting services, and all tenants using or consuming energy in the property will be held jointly liable for all energy invoices. If the property is unoccupied, the owner will be held liable.

  1. Complaints

21.1. As part of Our commitment to providing high-quality customer service, We endeavour to deal with any complaints submitted to Us in writing in a fair and expedient manner.

21.2. You can raise a complaint via email, phone, or letter. We will aim to respond to Your complaint within five (5) Working Days.

21.3. We will record Your complaint and any resolutions We have reached on Your account. If We need any further information from You, We will be in touch within five (5) Working Days to request this.

21.4. Once We have initially responded to Your complaint, You are free to contact Us about any questions or if You are unhappy with Our response.

21.5. If We do not hear back from You within seven (7) Working Days following Our proposed remedy, We will follow up with You. If We haven’t resolved the complaint to Your satisfaction after eight (8) weeks, We will write to You again. You will then be able to escalate Your complaint to the Ombudsman Services: Energy if You wish. If You have any questions about this, please do not hesitate to get in touch.

21.6. We will provide You with one or more of the following outcomes:

21.6.1. An explanation of Your account and what has happened

21.6.2. An apology for any errors on Our side

21.6.3. Compensation applied to Your account

21.6.4. Remedial action of any errors on Your account.

21.7. You may feel You need extra support with Your complaint, so You can contact Citizens Advice Consumer Service (CACS) or the Extra Help unit (EHU) for independent, impartial and free advice. If You are a domestic customer, You can contact CACS/EHU at any point of the complaints process.

Citizens Advice Consumer Service contact details:

Phone: 0808 223 1133

Website: www.citizensadvice.org.uk/energy

21.8. If after eight (8) weeks from the start date of Your complaint, You are unhappy with our resolution, You may escalate Your complaint to the Ombudsman Services: Energy.

21.9. Alternatively, if We have told You there is no further action We can take on Your account, We will issue You a deadlock letter and You can take this to the Ombudsman Services: Energy.

21.10. The Ombudsman Services: Energy is a free and impartial service that aids in the impartial resolution of customer complaints.

Ombudsman Services contact details:

Phone: 0330 440 1624

Post:
Ombudsman Services: Energy
PO Box 966
Warrington
WA4 9DF

Email: osenquiries@os-energy.org

Website: www.ombudsman-services.org

  1. Additional Important Terms

22.1. We may transfer Our rights and obligations under these Terms to another organisation, and We will always notify You in writing if this happens, but this will not affect Your rights or Our obligations under these Terms.

22.2. You may only transfer Your rights or Your obligations under these Terms to another person if We agree in writing.

22.3. This contract is between You and Us. No other person shall have any rights to enforce any of its terms under the Contract (Rights of Third Parties) Act 1999.

22.4. When You take Our water service, You agree that You authorise Us to act on Your behalf with the water and sewerage suppliers from the requested start date until either the service or these Terms end.

22.5. We will register Your property with the relevant water and sewerage suppliers and pay for Your water and sewerage at Your property from the requested start date until either the service or these Terms end.

22.6. The owner of the property is responsible for any supply or quality issues at Your property, including repairing and maintaining Your part of the water service piping.

22.7. You agree to comply with the standard terms and conditions of the water and sewerage supplier(s) that supply Your property with water and sewerage. If You have any queries, please contact Us at any time.

22.8. Each of the paragraphs and clauses of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs and clauses will remain in full force and effect.

22.9. If We fail to insist that You perform any of Your obligations under these Terms, or if We do not enforce Our rights against You, or if We delay in doing so, that will not mean that We have waived Our rights against You and will not mean that You do not have to comply with those obligations. If We do waive a default by You, We will only do so in writing, and that will not mean that We will automatically waive any later default by You.

22.10. These Terms and the terms of any Order contract are governed by the laws of England and Wales. Both Parties to this Agreement agree to submit to the non-exclusive jurisdiction of the England & Wales courts. However, if You are a resident of Northern Ireland, You may also bring proceedings in Northern Ireland, and if You are a resident of Scotland, You may also bring proceedings in Scotland.

22.11. To prove that a tenant is liable for billing over a period of time, a Tenancy Agreement alone will not suffice. We need the full tenant name, Date of Birth, Mobile phone number, email address and alternative physical address. Should this information not be provided, We will hold the landlord responsible for the duration of the period.

  1. Unreasonable Usage Terms for Unlimited Contract

23.1. The purpose of this policy is to ensure the utilities at the property are not used for the following purposes:

23.1.1. Non-Domestic

23.1.2. Commercial

23.1.3. Industrial

23.1.4. Re-Selling Purposes

23.2. If in Our opinion You are using Your utilities for any of these reasons or that the Usage is irresponsible and/or negligent, We may ask You to moderate Your Usage.

23.3. Customers signing up for an unlimited package are obliged to sign up using the correct number of bedrooms in the property, regardless of the number of tenants within that property.

23.4. If, upon investigation, Tenantly finds an unlimited customer has signed up using an incorrect number of bedrooms for a property, Tenantly reserves the right to backdate additional charges to the start of the contract to correct underpayment.

Electricity & Gas

23.5. Our Unreasonable Usage figure has been determined using the Ofgem Typical Domestic Consumption Values, published April 1st, 2020.

23.6. Typical Domestic Consumption Values (TDCVs) are industry standard values for the annual gas and electricity usage of a typical domestic consumer.

Maximum fair usage limit kwh kwh
Bedrooms Electricity Gas
1 2400 13500
2 3000 16000
3 3800 19800
4 4350 23960
5 4900 24360
6 5500 27000
7 6250 33000
8 7700 35000
9 8900 38000
10 10100 41000

Water

23.7. Your water allowance is a monetary value. This has been calculated using the average metered water usage per person, as calculated by the Consumer Council for Water. The Consumer Council for Water is a non-departmental public body whose sponsor department is Defra. CCWater is independent of both the regulator, Ofwat, and the water companies.

23.8. This Clause only applies to properties with a water meter (about 50% of the UK housing stock). Rateable values are fixed and therefore any charges cannot be classed as over-usage. For more information on the difference between meters and rateable values, please see our FAQs.

23.9. Water charges vary massively around the country, but We will only issue additional charges if Your water bill is >10% higher than the Tenantly payment plan charges (per annum).

23.10. Unlimited package customers will be warned when they exceed the unreasonable usage policy and will be contacted to discuss their payment plan options to avoid paying for additional usage at the end of their contract.

23.11. Any usage exceeding the Unreasonable Usage Policy will be charged to You at the end of Your tenancy. Payment will be expected within 30 days of the invoice date.

  1. Usage Terms

Outlined is the usage table for use in Unlimited plans.

  1. Third-Party Suppliers

It may be necessary for Us to pay third-party suppliers on Your behalf to ensure full coverage of utility services during Your contract period. If We need to pay third-party suppliers on Your behalf, these are the terms which apply:

25.1. We will cover the cost of any third-party supplier invoice from Your contract start date up until the date We started supplying Your energy.

25.2. You are required to send via email/post any and all third-party invoices to Us.

25.2.1. If We do not receive a full copy of the third-party invoice, We may charge You the exact amount of the invoice split between any members of the contract.

25.2.2. We do not accept any late payment fees which have accrued in periods in which We have not received the invoices.

25.3. We will only cover the cost of gas and electricity within Your contract dates.

25.4. If the third-party invoice requested payment far in excess of payments made to Us, We may decide to either: not pay the invoice, request further payment from You or apply the charge in full to Your final statement before We make the payment on Your behalf.