Telephone Advice Service

Terms and Conditions

If you want to purchase some telephone advice please can you read this page first and then click the button at the bottom of the page.

It sets out the terms and conditions under which we do this work. Then click the link at the bottom of the page to confirm that you agree. Please then follow the online instructions. Note that none of the matters set on this page will affect your statutory rights.

Note that this service only covers legal issues in England and Wales UK.  

The person doing the work

1.1 Our solicitor’s advice service is provided by various individual solicitors and solicitors firms and will be delivered by a specialist landlord and tenant solicitor. You will be able to choose the solicitor or firm you would like to use. You will find a list of the solicitors and firms taking part in this service on the  next page with links where you can find out more about them.

1.2. Note that the solicitor will be acting as agent for The Renters Guide Ltd who will be responsible for the advice given. The solicitor will keep us informed of the advice given, to allow us to monitor our service. In these terms and conditions, when we refer to something we will nor will not do in connection with our service, this will include our solicitor agents.


2. If you are ever unhappy about any aspect of our service, please let us know. We will try to respond to all complaints within 7 days. 

Fixed fee work and costs

3. Please note the following regarding the telephone advice:

  • The advice will be given in one telephone call only – so if your call lasts less than 30 minutes you will not be entitled to a second advice call.
  • The call charges will be at your expense (i.e. you ring the solicitor)
  • The advice to be provided at a time convenient to the solicitor giving the advice
  • However, the advice will be provided as soon as possible after it has been requested, and normally no later than five working days after you have paid and send your instruction form (although in some cases you may agree to defer the advice call if this is more convenient to you or the solicitors).
  • If the problem is too complex to give a complete answer during the telephone advice call, the solicitor will give preliminary advice and a quotation (if appropriate) for further work.
  • The call may be recorded
  • The solicitor will also consider up to three documents as part of the advice service.
  • This service is intended for individuals for landlord and tenant / property-related problems. It is not intended for professional clients such as solicitors.
  • The service provides for oral telephone advice only.  It does not include any written confirmation of the advice given.

Subsequent work

7. If any further work is done by the solicitors firm outside than the fixed fee advice, the following will apply:

7.1 The solicitor will no longer be acting as our agent, and any agreement regarding fees and the nature of the work to be done will be between you and the solicitors firm concerned, and will not involve The Renters Guide Ltd.

7.2 However, you agree to let us know, if we ask you, if you are using the solicitors firm for any further work, and to give us feedback on how satisfied you are with the service provided

7.3 However, if any problem arises in respect of the further work done by the solicitor, then we cannot be held responsible and you will need to resolve this with them directly.

Cancelling your order

8. You have the right to cancel your instructions under Consumer Regulations for up to 14 days after you have placed your order. For this reason, your advice call will not take place until after this period has ended, unless you have clicked the box on the form to confirm that you agree to waive your cancellation rights for work carried out within the 14 day cancellation period.

Our service and other matters

9. All the firms listed to provide the advice service are individual solicitors or solicitors practices regulated by the Solicitors Regulation Authority and carry professional indemnity insurance.

10. The solicitors will provide advice and legal services to you with reasonable skill and care and we acknowledge that (subject to the other exclusions and limitations in these Terms) we will be liable to you for losses, damages, costs or expenses (“Losses”) caused by our willful default.

11. Our responsibility shall only extend to the advice and services we provide on matters upon which you have actually instructed us. We rely upon you for the accuracy of the information and/or documentation you provide. We will not be liable to you for any losses caused wholly or in part by the provision by you of false, misleading or incomplete information or documentation or due to the acts or omissions of any persons other than this firm or arising from any cause beyond our reasonable control.

12. Your rights in respect of any breach on our part in respect of work done by us (and our solicitor agents) for you, shall only be enforceable if notice in writing giving all material details of any claim shall have been given to us within two years of the date the instruction form is submitted.

13. Any liability we may have (whether to you or anyone else, and however it arises), shall exclude, any indirect or consequential economic loss or damage (including loss of profits) suffered by you or any third party arising from, or in connection with, the work done for you, however the indirect or consequential economic loss or damage is caused, including our negligence but not our willful default.

14. Nothing in this section of these terms shall impose on us any liability of any kind or for any amount which we would not have but for this section. Nothing in this section shall have the effect of restricting our liability in respect of any kind of loss, damage or liability which cannot or must not be excluded or limited under English law.

15. Nothing in this agreement shall benefit any third party and the Contracts (Rights of Third Parties) Act 1999 shall not apply.

16. Under the Proceeds of Crime Act 2002 we (or the solicitors firm giving the advice) may be obliged, without telling you first, to make a disclosure to the National Criminal Intelligence Service (or equivalent organisation) unless it is information received so that advice may be given about it or unless it comprises the advice itself (privileged information). We, therefore, reserve the right, on behalf of ourselves and the solicitors’ firms providing your advice to give such NCIS notices as is considered appropriate without notice to or discussion with you.

17. The agreement between us is subject to English law, and you agree to submit to the exclusive jurisdiction of the English courts if there is any dispute between us which involves court proceedings.

 The next stage is selecting the solicitor to provide your advice.