1. Introduction

As this is a free guide, we cannot give much ‘one to one’ support.  However, we will in this article try to answer any problems or questions you may have about our service.

If anything is missing, let us know using the form at the bottom of the page.

Let us start with a few introductory points:

  • The site only deals with the law in England and Wales UK – so if you are in Scotland, or America (for example) it will not help you.
  • We have used he/his throughout – this is to make it easier to write.  We realise that there are both male and female landlords and renters!

Please now read on:

2. I have a question but you do not have an answer to it

First – it may be that your question IS answered, but that it is worded a different way.  So try searching against various relevant words and phrases which relate to your question and see what pops up.

If you are a member, take a look at our free articles too – your issue may be answered by one of the articles even if we have not added it as a ‘question’.

However, the Renters Guide will always be a bit of a work in progress.  We cannot guarantee to answer all questions.

We are adding new questions all the time though.  So if you cannot find an answer that helps you, feel free to submit this to us using the form here.

If we add your question to the site we will try to let you know if you leave your email address.

Note also that we have a solicitors telephone advice service (cost £115) which will give you 30 minutes discussion with a specialist housing solicitor.  Find out more about this here.

3. Why do I need to be a member to read the free articles?

Some articles you can read without having to join.  Others are just for members – although membership is free!

It does not cost anything, but joining as a member allow us a provide you a better service – for example by allowing you to bookmark content and buy our premium products.  All members also get a special coupon which will give you £5 off any of our premium content.

It will also help us with the development of our service to have an idea of who are readers are and what they are reading.  

4. Why do I need to be a member to buy the premium content?

It makes the purchase process a lot easier if you are already registered on the site as a member.

Also – new members get a discount coupon so it will save you money.

5. What can I do if I have a problem accessing members content or buying a product

Sometimes when you have a problem, it can be resolved by clearing your cache.  

Clearing your cache

When you visit a web page, your internet browser will normally keep a copy of it in its memory. Then if you revisit that page within a certain period of time, instead of actually going to the webpage, your browser will show you the page from its memory. This is known as ‘caching’ and the stored files are sometimes known as ‘temporary internet files’.

This is normally good as it means the page will load a lot faster (which is why this is done). However, it can cause a problem if the page has changed in the meantime – you will only be seeing the old version of the page.  Or if you are buying something and have to go back and start again for some reason, your computer ‘cache’ may be displaying the wrong page, and things get in a muddle.

One quick way which sometimes works is to refresh the page (by clicking the refresh icon – a little circular arrow near to the address bar (usually on the left) at the top of your screen) while simultaneously holding down the shift key.

However, if you are still having the problem you may need to clear your cache – ie remove the temporary internet files and so forcing your computer to visit the real page again.

How you actually do this will depend on which internet browser you are using. The best thing to do is to search ‘how do I clear my cache?’ The search engine will normally be able to detect the internet browser you are using and will give instructions at the top of the screen.

Note that if you include ‘cookies’ when clearing your cache this will probably log you out of sites and you will need to log in again.

If the problem persists

Irritatingly some browsers seem determined to throw up the wrong page whatever you do. In that case, the best thing is to use a different browser. So if you are using Chrome, try using Firefox.

Or try logging into the site with a completely different device such as your tablet or laptop if you are using your phone.

However, the temporary internet files will not hang around forever and you will probably find that in a day or so they have gone and you will be able to view the page properly.

Always clear your cache before asking for help. This will resolve most problems.

But if clearing your cache is not working or if you have some other issue, let us know about the problem by completing our contact form below.  We will try to get back to you within seven working days (hopefully sooner).

You will need to tell us the type of device you are using (ie is it an iPhone or a laptop), the internet browser you are using (eg chrome or safari, etc) and (if possible) your computer operating system.

Contact us

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