1. Acceptance of Terms

1.1 These terms apply to services provided by The Landlord GRP Ltd (“TLG”).

1.2 By instructing TLG, making payment for any service, or continuing to give instructions, you confirm that you have read, understood and accepted these terms.

1.3 These terms should be read together with any service-specific terms provided to you at the time of instruction.

2. Who We Are and How Services Are Provided

2.1 TLG is not a firm of solicitors and is not authorised or regulated by the Solicitors Regulation Authority (“SRA”). Where legal services are required, those services will be provided by LR Solicitors (“the solicitor firm”), a separate firm of solicitors authorised and regulated by the SRA, and TLG’s designated legal service provider for these services.

2.2 TLG and LR are separate businesses, although they have common ownership or management, but each is responsible only for the services it provides.

2.3 TLG provides landlord support, administration, case handling support and other non-reserved services in relation to residential possession matters.

2.4 TLG does not carry out reserved legal activities as defined by the Legal Services Act 2007, including the conduct of litigation or advocacy before the court.

2.5 Any legal services provided by the solicitor firm will be subject to the solicitor firm’s own client care documentation, terms of business and regulatory obligations.

3. Stage 1 Notices

3.1 This section applies to the Stage 1 notice service offered through TLG in relation to residential property in England. TLG acts only as the marketing, onboarding, administrative and client contact platform for this service. All legal work comprised in the preparation and service of notices is carried out by the solicitor firm.

3.2 Under the Stage 1 notice service, the notice will be prepared and served relying on statutory grounds, based on the information, documents and instructions supplied by you.

3.3 Unless expressly stated otherwise in writing, the standard Stage 1 notice service is a notice preparation and service only service. It is not a legal review, merits assessment, compliance audit or strategic advisory service.

3.4 The standard Stage 1 notice service includes only:
(a) receipt of your instructions and documents;
(b) administrative processing of the information supplied by you;
(c) preparation by the solicitor firm the notice requested using the information, documents and instructions supplied by you; and
(d) service of that notice by the solicitor firm in accordance with clause 3.12 below.

3.5 The standard Stage 1 notice service does not include, unless expressly agreed in writing and subject to payment of an additional fee:
(a) advice on whether a notice should be served;
(b) advice on which ground or grounds should be relied upon;
(c) advice on whether the factual basis of any ground is genuine, sufficient or likely to be upheld;
(d) review of the tenancy agreement except to the extent expressly included within a separate paid legal review;
(e) review of any tenancy agreement provisions relating to service of notices;
(f) review of the landlord’s statutory compliance position;
(g) advice on risk, strategy, likely defence, prospects of success or likely court outcome;
(h) issue of proceedings, conduct of litigation, advocacy, enforcement or any other reserved legal activity; or
(i) any work other than preparation and service of the notice itself.

3.6 Unless you have purchased a separate legal review service, the notice will be prepared and served strictly in reliance on the accuracy, completeness and truth of the information, documents and instructions supplied by you. Neither TLG nor the solicitor firm is obliged to investigate, verify, audit or test that information independently.

3.7 You are solely responsible for:
(a) ensuring that all information and documents supplied by you are accurate, complete and not misleading;
(b) ensuring that the factual basis for any ground relied upon is genuine, lawful and supported by appropriate evidence;
(c) ensuring that all names, addresses, tenancy details, dates, arrears figures and other information supplied by you are correct;
(d) supplying all material information relevant to the proposed notice; and
(e) informing TLG and the solicitor firm immediately if any relevant fact, circumstance or instruction changes before service of the notice.

3.8 Where you instruction is received to prepare and serve a notice without a separate paid legal review, you acknowledge and agree that:
(a) you are not being advised on the merits of serving the notice;
(b) you are not being advised on whether the ground or grounds relied upon are appropriate, genuine or likely to succeed;
(c) you are not being advised on whether the tenancy agreement contains any service provision affecting validity of service;
(d) you are not being advised he solicitor firm is not advising you on deemed service or the risk of service being challenged; and
(e) the notice is prepared and served on the basis of your instructions alone.

3.9 If you are uncertain whether a notice should be served, which ground or grounds should be relied upon, whether the factual basis is genuine, whether the evidence is sufficient, whether the tenancy agreement contains service requirements, or whether there is any issue or risk concerning service, deemed service or proof of service, you should purchase a separate legal review service from us. An additional fee will be payable for that service.

3.10 Where a separate legal review service is purchased, the scope of that review will be limited to the work expressly agreed in writing. Unless expressly stated, no wider review, certification or warranty is given.

3.11 We may decline to prepare or serve a notice, or may require that a separate legal review be purchased before any notice is prepared or served, if:
(a) the information or documents supplied by you are missing, incomplete, unclear or internally inconsistent;
(b) further information or clarification is required;
(c) It has not been possible (in our view) to prepare the requested notice properly on the basis of your instructions alone; or
(d) it is considered (in our view) that the matter is not suitable to proceed on a notice preparation and service only basis.

3.12 The standard Stage 1 notice service includes service only by first class post and separately by first class recorded delivery (unless expressly agreed otherwise in writing).

3.13 The standard Stage 1 notice service does not include:
(a) advice on whether service by first class post and first class recorded delivery is sufficient in the particular circumstances;
(b) advice on deemed service;
(c) advice on whether the tenancy agreement contains any provision governing service of notices;
(d) advice on whether the tenancy agreement requires service by a particular method;
(e) advice on whether any additional or alternative method of service should be used; or
(f) advice on the risk of service being challenged later by a tenant or in any court or tribunal proceedings.

3.14 You are solely responsible for ensuring that the address used for service and any relevant tenancy agreement provisions concerning service are correct.

3.15 If you have any doubt about service, deemed service, the address for service, the tenancy agreement provisions concerning service, or the risk of service being challenged, you should not proceed on the standard Stage 1 notice service and should instead purchase a separate legal review service.

3.16 Upon request, you will be provided with confirmation of posting and any available postal record relating to dispatch. Such confirmation is evidence of dispatch only and does not amount to a warranty or representation that service was legally valid, effective, deemed served on any particular date, or that it will be accepted by the tenant, a court or a tribunal.

3.17 Neither TLG nor the solicitor firm accepts responsibility for any loss, cost, claim, delay, invalidity, challenge, adverse outcome or other consequence arising from:
(a) inaccurate, incomplete, misleading or false information or documents supplied by you;
(b) omitted or withheld information;
(c) the factual basis of the ground or grounds relied upon proving not to be genuine, established or sustainable;
(d) the tenancy agreement containing service provisions which have not been reviewed as part of a separate paid legal review;
(e) the address for service supplied by you being inaccurate or unsuitable;
(f) any dispute as to whether the notice came to the attention of the tenant;
(g) any later finding by a court or tribunal that service was ineffective, invalid or deemed to have taken place on a different date; or
(h) the notice being challenged, withdrawn, failing, or not resulting in possession, unless and only to the extent that such loss is caused directly by us failing to prepare or dispatch the notice in accordance with the service method expressly agreed under this section.

3.18 Any indication given as to the time required to prepare or serve a notice is an estimate only. We are not responsible for delay caused by incomplete instructions, missing documents, late responses from you, system failures, postal disruption or the need for further review.

3.19 The Stage 1 notice service is completed when the notice has been prepared and dispatched in accordance with the agreed service method and provided confirmation of that dispatch to you.

3.20 Fees paid for the Stage 1 notice service are non-refundable once work has commenced on the notice, unless otherwise agreed in writing or unless you have rights which cannot lawfully be excluded or restricted.

4. Stage 2 Court Proceedings

4.1 This section applies to the Stage 2 court proceedings service in relation to residential property in England. TLG acts only as the marketing, onboarding, administrative and client contact platform for this service. All legal work comprised in the preparation, issue and conduct of court proceedings is carried out by the solicitor firm.

4.2 Under the Stage 2 court proceedings service, papers will be prepared and issued and conduct of the claim for possession will be carried out on your behalf in the county court based on the notice, ground or grounds and factual basis identified in your instructions, subject always to these terms and to TLG and the solicitor firm’s right to decline to act or require further review under clause 4.11.

4.3 Unless expressly stated otherwise in writing, the Stage 2 court proceedings service is provided strictly in accordance with your instructions and on the basis of the information and documents supplied by you. It is not a general advisory, compliance audit or strategic review service.

4.4 The standard Stage 2 court proceedings service includes only:
(a) receipt of your instructions and documents;
(b) preparation of the claim form, particulars of claim and other documents required to issue the possession claim;
(c) issue of proceedings at court;
(d) routine correspondence with the court in relation to the claim up to and including the first hearing;
(e) provision of one specialist advocate to attend the first court hearing on your behalf, where a hearing is listed; and
(f) notification to you of material court directions, hearing dates and routine procedural developments.

4.5 Unless expressly agreed otherwise in writing, the standard Stage 2 court proceedings service does not include any new or further legal review, merits assessment, compliance audit or strategic advice beyond:
(a) the work expressly included within clause 4.4; and
(b) any separate legal review or advisory work previously carried out by TLG or the solicitor firm and as expressly accepted in writing by as forming part of the basis on which the Stage 2 instruction proceeds.

4.6 Where you have previously been provided with a separate paid legal review or advisory service in relation to the same matter, the solicitor firm may proceed with the Stage II court proceedings service on the basis of that earlier review. Unless expressly agreed otherwise in writing, the Stage II court proceedings service does not include any obligation on the solicitor firm to revisit, update, expand or repeat that earlier review, or to advise on any new issue, document, event or change of circumstances arising after that review.

4.7 Subject to clauses 3.5 and 3.6, the standard Stage 2 court proceedings service does not include, unless expressly agreed in writing and subject to payment of an additional fee:
(a) advice on whether proceedings should be issued;
(b) any fresh or further advice on the merits of the claim or the most appropriate ground or grounds;
(c) any fresh or further review or audit of your papers beyond the documents and information expressly requested for the purpose of issuing proceedings;
(d) any fresh or further advice on licensing, statutory compliance, tenancy validity, deposit issues, service issues, or any other substantive legal issue affecting the claim;
(e) preparation of witness statements other than any basic witness evidence expressly included in the agreed scope;
(f) any pre-hearing conference with the advocate;
(g) attendance at any adjourned, restored, review, case management or subsequent hearing;
(h) conduct of a defended case beyond the first hearing;
(i) dealing with counterclaims, set-offs, disrepair allegations, discrimination issues, public law issues or other substantive defences;
(j) enforcement of any possession order or money judgment;
(k) appeals;
(l) claims against guarantors;
(m) claims relating to tenancy deposits or recovery of sums from a tenancy deposit scheme; or
(n) any work outside the scope expressly described in clause 4.4.

4.8 Unless you have purchased a separate legal review or advisory service from the solicitor firm, the solicitor firm will prepare and conduct the Stage 2 court proceedings service strictly in reliance on the accuracy, completeness and truth of the information, figures, documents and instructions supplied by you. the solicitor firm will not investigate, verify, audit or test that information independently as part of the standard Stage 2 court proceedings service.

4.9 Any request for further information or documents, or any decision to decline to act or to require a separate legal review or advisory service, does not amount to confirmation that we have investigated, verified, audited or approved the information supplied by you, unless it has been expressly agreed in writing beforehand to do so as part of a separate paid service.

4.10 You are solely responsible for:
(a) ensuring that all factual instructions supplied by you are accurate, complete and not misleading;
(b) ensuring that all documents supplied by you are authentic, complete and correct;
(c) ensuring that any notice relied upon and the factual basis for any ground relied upon are genuine, lawful and properly supported;
(d) ensuring that all rent figures, arrears calculations, dates, tenancy details, names and addresses supplied by you are correct;
(e) ensuring that all statutory requirements relevant to your claim have been complied with; and
(f) informing us and the solicitor firm immediately if any material fact, payment, event or change of circumstances arises after instruction and before final disposal of the claim.

4.11 We may decline to issue proceedings, or may require that a separate legal review or advisory service be purchased before proceedings are commenced, if:
(a) the information or documents supplied by you are missing, incomplete, unclear or internally inconsistent;
(b) further information or clarification is required;
(c)  the court papers cannot prepared on the basis of your instructions and the information supplied by you alone; or
(d) it is considered (in our opinion) that the matter is not suitable to proceed on a Stage 2 court proceedings only basis.

4.12 Any request by for further information or documents, or any decision to decline to act or to require a separate legal review or advisory service, does not amount to confirmation that there has been an advice on the merits of the claim, the validity of any notice, the suitability of any ground, the sufficiency of any evidence, or the prospects of success, unless expressly agreed in writing to provide that advice as part of a separate paid service.

4.13 Where your instruction is received to commence court proceedings without a separate paid legal review or advisory service, you acknowledge and agree that:
(a) we, nor the solicitor firm have not provided you with legal advice in relation to the Stage 2 court proceedings service;
(b) we, nor the solicitor firm is not providing any legal advice beyond the scope expressly included in the Stage 2 court proceedings service;
(c) TLG, nor the solicitor firm is not advising you on whether proceedings are the best course of action;
(d) TLG, nor the solicitor firm is not advising you on whether the claim is likely to succeed;
(e) TLG, nor the solicitor firm is not advising you on whether any notice, service step, statutory requirement, tenancy document, licence, rent figure or compliance matter is legally sufficient; and
(f) the claim will be prepared and pursued on the basis of your instructions alone.

4.14 If you require advice on whether proceedings should be issued, the strength of your case, the appropriateness of the grounds relied upon, the validity of the notice, licensing, statutory compliance, rent arrears calculation, likely defence, or any other legal or procedural risk, you should purchase a separate legal review. An additional fee will be payable for that service.

4.15 You are responsible for attending the court hearing unless you are expressly informed in writing that your attendance is not required. Where your attendance is required and you do not attend, neither TLG nor the solicitor firm nor any advocate instructed on your behalf will be responsible for any adjournment, strike out, adverse costs order or other consequence arising from your non-attendance.

4.16 The standard Stage 2 court proceedings service includes one attendance by a specialist advocate at the first hearing only. If the case is adjourned, restored, re-listed, transferred, converted, defended, counterclaimed, or requires any further hearing or attendance for any reason, an additional fees will be payable.

4.17 The standard Stage 2 court proceedings service does not include a pre-hearing conference with the advocate. If you require a pre-hearing conference, this may be arranged subject to availability and payment of an additional fee.

4.18 If you do not wish to attend the hearing, the solicitor firm may, if expressly instructed and subject to payment of an additional fee, prepare such witness statement or other evidence as the solicitor firm considers necessary or appropriate for filing and service. We, nor the solicitor firm do not guarantee that such evidence will remove the need for your attendance or that the court will accept the matter can proceed fairly in your absence.

4.19 Where the claim includes rent arrears:
(a) TLG will rely exclusively on the rent figures, chronology and rent schedule supplied by you unless you have purchased a separate review or advisory service in relation to those figures;
(b) by instructing us, you confirm that all arrears claimed are lawfully due from the tenant;
(c) TLG do not advise, unless separately instructed to do so and an extra has been paid by you, whether any sum claimed is lawfully due, recoverable, waived, disputed or vulnerable to challenge;
(d) you must provide a full rent schedule in the format reasonably required by the solicitor firm before proceedings are issued; and
(e) TLG and the solicitor firm may refuse to issue proceedings until a sufficiently clear and complete rent schedule has been provided.

4.20 You remain solely responsible at all times for the accuracy, completeness and clarity of any rent schedule, rent figures and arrears calculations supplied by you. Neither TLG nor the solicitor firm will be responsible for any loss, delay, adjournment, amendment, defence, counterclaim, strike out or adverse outcome arising from any rent schedule or arrears figure supplied by you which is inaccurate, incomplete, unclear or misleading, whether identified before or after proceedings are issued.

4.21 If you ask TLG or the solicitor firm to prepare a rent schedule on your behalf, any such schedule will be prepared strictly from the information supplied by you. Neither TLG nor the solicitor firm will be liable for any error in that schedule arising from inaccurate, incomplete or misleading information supplied by you.

4.22 You are solely responsible for ensuring that all statutory and regulatory requirements relevant to the tenancy and the property have been complied with, including any applicable licensing requirements. Unless you have purchased a separate legal review or advisory service from the solicitor firm, neither TLG nor the solicitor firm checks or advises upon:
(a) whether the property requires licensing;
(b) whether any licence held is valid, current or sufficient;
(c) whether any other statutory prerequisite to possession has been satisfied; or
(d) whether any omission, defect or non-compliance may affect the claim.

4.23 Neither TLG nor the solicitor firm accepts responsibility for any loss, cost, claim, delay, adjournment, strike out, adverse order, adverse costs order, invalidity, dismissal, defence, counterclaim or other consequence arising from:
(a) inaccurate, incomplete, misleading or false information or documents supplied by you;
(b) omitted or withheld information;
(c) any defect in the notice, tenancy documentation or factual basis of the claim arising from information supplied by you;
(d) any defect in the rent schedule or arrears figures supplied by you;
(e) any failure by you to comply with statutory, contractual or regulatory requirements;
(f) any licensing issue affecting the property or tenancy;
(g) any defence, set-off or counterclaim raised by the tenant; or
(h) any act, omission, payment, event or change of circumstance not promptly notified by you,
unless and only to the extent that such loss is caused directly by the solicitor firm failing to carry out the specific work expressly included within the agreed scope of the Stage 2 court proceedings service.

4.24 Any indication given as to timescales, hearing dates or likely procedural progress is an estimate only. Neither TLG nor the solicitor firm is responsible for delay caused by the court, the tenant, third parties, missing information, changing circumstances, defended proceedings, adjournments or listing delays.

4.25 Any contribution towards costs or any money judgment awarded by the court may be less than the total fees, disbursements and sums incurred by you. Neither TLG nor the solicitor firm guarantees that you will recover all or any of your costs from the tenant.

4.26 The Stage 2 court proceedings service is limited to the first hearing and is completed when that hearing has concluded, or earlier if proceedings are issued and the matter is then discontinued, settled, stayed, struck out, withdrawn or otherwise brought to an end before the first hearing.

4.27 No refund will be given in respect of Stage 2 fees once court proceedings have been issued. This includes, without limitation, where you instruct the solicitor firm to discontinue the claim after issue or where the claim cannot proceed successfully because information or documents supplied by you were inaccurate, incomplete or misleading.

4.28 If the matter comes to an end before proceedings are issued, any refund of fees will be limited to court fees not yet incurred. Professional fees for work already carried out will remain payable.

4.29 If the case becomes defended, is adjourned with directions, requires amended pleadings, further evidence, disclosure, replies, additional hearings, restoration, enforcement action or any work beyond the first hearing, further fees will be payable and the matter may be moved to a separate defended or extended litigation service.

5. Notices Prepared by you

5.1 This section applies where you ask for us to provide Stage 2 court proceedings or any other service in reliance on a notice that was prepared and/or served by you or by a third party.

5.2 Where the solicitor firm agrees to act on the basis of a notice not prepared or served by the solicitor firm, the solicitor firm may prepare, issue and conduct court proceedings in reliance on that notice, subject to these terms and any separate scope of work agreed in writing.

5.3 Unless you have purchased a separate legal review or advisory service from the solicitor firm, neither TLG nor the solicitor firm:
(a) checks or advises whether the notice was validly prepared;
(b) checks or advises whether the notice was validly signed or executed by an authorised individual, company officer or agent;
(c) checks or advises whether the notice was validly served in accordance with any statutory or contractual requirement;
(d) checks or advises whether any tenancy agreement provision relating to service has been complied with;
(e) checks or advises whether any rent increase relied upon is lawful, validly implemented, contractually permitted or compliant with any statutory requirement;
(f) checks or advises whether the dates, figures, grounds or other content used in the notice are accurate or legally sufficient; or
(g) checks or advises on any other matter affecting the validity or enforceability of the notice.

5.4 Unless you have purchased a separate legal review or advisory service from TLG or the solicitor firm, the solicitor firm will proceed on the basis that any notice prepared and/or served by you or your agent is valid and capable of being relied upon for the purpose of the service you have instructed.

5.5 You are solely responsible for:
(a) the validity of any notice prepared and/or served by you or your agent;
(b) compliance with all statutory and contractual requirements relating to the form, content, signature, execution and service of that notice;
(c) compliance with any statutory or contractual requirements relating to rent increases, where rent figures or arrears calculations depend on any such increase;
(d) the accuracy and completeness of all dates, figures, grounds, factual assertions and supporting documents relied upon in that notice; and
(e) informing TLG and the solicitor firm of any issue, defect, challenge or uncertainty relating to that notice before any further step is taken.

5.6 If you require advice on whether a notice prepared and/or served by you or your agent is valid, properly signed, properly served, enforceable, or capable of supporting court proceedings, you must purchase a separate legal review or advisory service from TLG. An additional fee will be payable for that service.

5.7 Any request by the solicitor firm for a copy of the notice, supporting documents, proof of service, rent schedule or further information does not amount to confirmation that the solicitor firm has reviewed, approved or certified the validity of the notice, the method of service, the signature, the rent increase history, or the legal sufficiency of the notice, unless the solicitor firm expressly agrees in writing to do so as part of a separate paid service.

5.8 Neither TLG nor the solicitor firm accepts responsibility for any loss, cost, claim, delay, adjournment, strike out, defence, counterclaim, adverse order, adverse costs order, invalidity, dismissal or other consequence arising from any defect in a notice prepared and/or served by you or your agent, including any defect arising from:
(a) invalid or defective preparation;
(b) invalid, ineffective or disputed service;
(c) non-compliance with statutory or contractual service provisions;
(d) invalid signature or execution;
(e) invalid or unlawful rent increases;
(f) inaccurate figures, dates or factual assertions; or
(g) any other act, omission or non-compliance by you or your agent,
unless and only to the extent that such loss is caused directly by the solicitor firm failing to carry out the specific work expressly included within the separate paid scope agreed with the solicitor firm.

5.9 Where a separate legal review or advisory service is purchased in relation to a notice not prepared or served by the solicitor firm, the scope of that review will be limited to the work expressly agreed in writing. Unless expressly stated otherwise, no wider review, certification or warranty is given.

6. Defended, Counterclaimed and Extended Cases

6.1 This section applies where a matter that was being dealt with under any fixed fee or standard-scope service becomes defended, counterclaimed, adjourned with substantive directions, or otherwise requires work outside the scope of the relevant standard service.

6.2 If your matter becomes defended, counterclaimed, adjourned with substantive directions, restored, transferred, listed for a further hearing, or otherwise requires work outside the scope of the applicable fixed fee or standard service, that fixed fee or standard service will come to an end at that point.

6.3 Any further work after that point will be treated as additional work outside the original fixed fee or standard service and, if you instruct the solicitor firm to continue acting, will be subject to a separate or extended scope of retainer and additional fees. TLG will continue only as the marketing, administrative and client contact platform unless expressly stated otherwise in writing. If, after being notified that your matter has become defended, counterclaimed or otherwise extended, you instruct the solicitor firm to continue acting, request that the solicitor firm take any step on your behalf, or permit the solicitor firm to take urgent action to protect your position, your continued instructions will amount to your acceptance of the further scope of work, fees and these terms as they apply to that further work.

6.4 Additional work after a matter has become defended, counterclaimed or otherwise extended may include, without limitation:
(a) reviewing and responding to any defence or counterclaim;
(b) preparing replies, amended statements of case, witness statements, disclosure, evidence bundles or applications, skeleton arguments, instructing counsel;
(c) dealing with directions hearings, review hearings, adjourned hearings, case management hearings or final hearings;
(d) advising on settlement, strategy, evidence, risk and costs;
(e) dealing with disrepair allegations, set-off arguments, discrimination issues, public law issues or other substantive issues raised by the tenant; and
(f) any further advocacy, enforcement or post-order work.

6.5 Any additional work after a matter has become defended, counterclaimed or otherwise extended beyond the original fixed fee or standard service will be charged separately at the rates notified to you. Such charges will apply whether the work is carried out before or after a separate or extended retainer is formally signed or returned, where the circumstances require urgent action in order to protect your position, comply with a court order, meet a court deadline, or avoid prejudice to your case.

6.6 As soon as it is reasonably practicable after it becomes apparent that your matter has become defended, counterclaimed or otherwise falls outside the scope of the relevant standard service, TLG will notify you and seek your instructions in relation to further work and further fees. If urgent action is required before a separate or extended retainer is signed or returned, the solicitor firm may take such steps as are reasonably necessary to protect your position or comply with any court order or deadline, and that work will be chargeable accordingly.

6.7 If you choose not to instruct the solicitor firm to continue acting after your matter becomes defended, counterclaimed or otherwise extended, the solicitor firm may cease acting and you will remain responsible for all fees, disbursements and expenses incurred up to the date the solicitor firm ceases to act.

6.8 You may choose to instruct another solicitor or legal representative at that stage. If you do so, the solicitor firm will be entitled to be paid for all work done and disbursements incurred up to the date of transfer of the matter, including any reasonable administrative costs of coming off the court record and transferring papers where applicable.

6.9 If the solicitor firm ceases to act for good reason, including non-payment, lack of instructions, loss of confidence, conflict, failure by you to cooperate, or failure by you to provide information or documents reasonably required, you will remain responsible for all fees, disbursements and expenses incurred up to the date the solicitor firm ceases to act.

6.10 Defended and counterclaimed proceedings carry additional risk. You may become liable not only for your own legal costs and disbursements, but also for some or all of the other party’s costs, subject to the court’s discretion and any applicable costs rules.

6.11 Neither TLG nor the solicitor firm guarantees the outcome of any defended, counterclaimed or otherwise extended matter, and neither TLG nor the solicitor firm guarantees that you will recover all or any of your legal costs from the tenant or any other party.

6.12 Even if you are successful, any costs recovered from another party may be less than the total fees and disbursements incurred by you. If the other party has public funding, limited means, or no recoverable assets, recovery of costs may be reduced or impossible.

6.13 Your instructions are accepted on the basis that you are satisfied that all information, documents and evidence supplied by you are accurate, complete and in order. Neither TLG nor the solicitor firm will be responsible for any adverse outcome arising from inaccurate, incomplete, misleading or defective documents or information supplied by you.

6.14 You must inform the solicitor firm promptly of any issue you wish to raise in relation to any order made by the court, and in any event as soon as reasonably possible after the order is made, so that advice may be considered within any applicable procedural time limits. Neither TLG nor the solicitor firm will be responsible for any loss arising from delay by you in notifying such concerns.

6.15 Any further work carried out by the solicitor firm following defence, counterclaim or other extension of the matter will be subject to these terms together with any further client care, fee or scope information provided by the solicitor firm in relation to that further work.

7. Tenancy Deposits

7.1 This section applies where a tenancy deposit has been taken in connection with the tenancy.

7.2 Compliance with all statutory requirements relating to tenancy deposits, including deposit protection and the provision of any prescribed information, is solely your responsibility.

7.3 Unless expressly agreed otherwise in writing as part of a separate paid review or advisory service, neither TLG nor the solicitor firm:
(a) checks whether any deposit was protected correctly or within the applicable time limit;
(b) checks whether any prescribed information was served correctly, completely or within the applicable time limit;
(c) checks whether any deposit-related requirement affecting the validity of a notice or possession claim has been complied with; or
(d) advises on any consequence of non-compliance with tenancy deposit legislation.

7.4 Unless expressly agreed otherwise in writing as part of a separate paid review or advisory service, TLG and the solicitor firm will proceed on the basis that any deposit taken has been dealt with in full compliance with all applicable statutory requirements and that any prescribed information has been properly and lawfully given.

7.5 You are solely responsible for:
(a) ensuring that any tenancy deposit has been protected in an authorised scheme as required by law;
(b) ensuring that any prescribed information has been served correctly and within the required time;
(c) ensuring that any information and documents given to TLG or the solicitor firm about deposit compliance are accurate and complete; and
(d) informing TLG and the solicitor firm immediately if there is or may be any issue, defect, delay or uncertainty relating to deposit compliance.

7.6 If you require advice or review in relation to tenancy deposit compliance, the validity or timing of deposit protection, the service or adequacy of prescribed information, or the effect of any deposit issue on a notice or possession claim, that work is not included within the standard service and will require a separate paid review or advisory service.

7.7 Neither TLG nor the solicitor firm accepts responsibility for any loss, cost, claim, delay, invalidity, dismissal, defence, counterclaim, adverse order, adverse costs order or other consequence arising from any failure by you to comply with tenancy deposit legislation or from any inaccurate or incomplete information supplied by you about deposit compliance, unless and only to the extent that such loss is caused directly by the solicitor firm failing to carry out the specific work expressly included within a separate paid scope agreed in writing.

7.8 Where a notice is prepared or proceedings are issued in reliance on your confirmation that deposit requirements have been complied with, neither TLG nor the solicitor firm will be responsible if the notice is later found to be defective, or if the possession claim is challenged, delayed or fails, because deposit protection or prescribed information requirements were not complied with.

7.9 The Stage 2 court proceedings service does not include any separate claim relating to the return, release, recovery or repayment of a tenancy deposit, or any claim against a tenancy deposit scheme, unless expressly agreed in writing as part of a separate paid scope of work.

7.10 Any request for deposit documents, scheme certificates, prescribed information or related documents does not amount to confirmation that TLG or the solicitor firm has reviewed, approved or certified deposit compliance, unless expressly agreed in writing as part of a separate paid service.

8. Trespasser and Squatter Possession Claims

8.1 This section applies to possession claims against trespassers and squatters in relation to property in England and Wales. TLG acts only as the marketing, onboarding, administrative and client contact platform for this service. All legal work comprised in the preparation, issue and conduct of court proceedings is carried out by the solicitor firm.

8.2 Under this service, the solicitor firm will prepare, issue and conduct a possession claim against trespassers and/or squatters on your behalf, subject always to these terms and to the solicitor firm’s right to decline to act or require further information or review where appropriate.

8.3 The standard trespasser and squatter possession service includes only:
(a) receipt of your instructions and documents;
(b) preparation by the solicitor firm the claim papers required to commence the possession claim;
(c) issue of the claim at the appropriate county court;
(d) arranging for service of the issued claim papers as required for the claim;
(e) routine correspondence with the court in relation to the claim up to and including the first hearing;
(f) preparation of such witness statement evidence as the solicitor firm reasonably considers necessary for the first hearing; and
(g) provision of one advocate to attend the first hearing on your behalf, where a hearing is listed.

8.4 The standard trespasser and squatter possession service assumes that the matter will not be defended or counterclaims and an undefended first-hearing service only.

8.5 The standard trespasser and squatter possession service does not include:
(a) any defended, counterclaimed or extended proceedings;
(b) any further hearing after the first hearing;
(c) any appeal;
(d) enforcement of any possession order, including any warrant of possession or instruction of any enforcement officer; or
(e) any work outside the scope expressly set out in clause 8.3.

8.6 You are responsible for attending the hearing unless it is expressly confirmed to you in writing that your attendance is not required. Where your attendance is required and you do not attend, neither TLG nor the solicitor firm nor any advocate instructed on your behalf will be responsible for any adjournment, strike out, adverse costs order or other consequence arising from your non-attendance.

8.7 Any indication given as to issue dates, listing dates, hearing dates or timescales is an estimate only. Neither TLG nor the solicitor firm is responsible for delay caused by the court, third parties, service issues, listing delays or any other matter outside their reasonable control.

8.8 If you wish to take any step beyond the standard trespasser and squatter possession service, including enforcement of any possession order, that work will require a separate instruction and additional fees.

8.9 If the matter becomes defended, counterclaimed, adjourned with substantive directions, transferred, listed for a further hearing, or otherwise requires work outside the scope of the standard trespasser and squatter possession service, Section 6 (Defended, Counterclaimed and Extended Cases) will apply.

8.10 You are solely responsible for ensuring that the factual instructions, documents and evidence supplied by you in support of the claim are accurate, complete and correct. Neither TLG nor the solicitor firm will be responsible for any adverse outcome arising from inaccurate, incomplete or defective information or documents supplied by you.

8.11 The standard trespasser and squatter possession service is completed when the first hearing has concluded, or earlier if the matter is withdrawn, settled, struck out, stayed or otherwise brought to an end before the first hearing.

8.12 No refund will be given in respect of professional fees once proceedings have been issued, unless otherwise agreed in writing or unless you have rights which cannot lawfully be excluded or restricted.

9. Client, Regulatory and Financial Information

9.1 The Landlord Group Ltd (“TLG”) is not a law firm and is not authorised or regulated by the Solicitors Regulation Authority (“SRA”). TLG provides marketing, onboarding, administrative and other non-reserved services in connection with landlord and tenancy matters.

9.2 the solicitor firm is a separate legal entity and an SRA-authorised and regulated law firm. Where legal services are provided as part of any service offered through TLG, those legal services are provided by the solicitor firm.

9.3 TLG and the solicitor firm are separate legal and financial entities, although they have a common ownership and management connection. Some of the directors of TLG are also solicitors and/or principals of the solicitor firm. Despite that connection, each business operates separately and the solicitor firm exercises independent professional judgment in relation to all legal work carried out by it.

9.4 You are under no obligation to instruct any particular solicitor firm and you are free to choose any solicitor or law firm to act for you in relation to any regulated legal work.

9.5 Because TLG is not SRA-regulated, the protections that may apply to clients of an SRA-regulated law firm do not apply to services provided by TLG. Where the solicitor firm provides regulated legal services, the regulatory protections and complaints arrangements applicable to the solicitor firm’s work will apply to that work.

9.6 For fixed-fee services marketed through TLG, TLG charges a single inclusive price for the relevant service package. That price may include VAT, court issue fees and other stated elements of the service package. Where legal work within that service package is carried out by the solicitor firm, the solicitor firm remains the legal service provider responsible for that legal work.

9.7 TLG pays the solicitor firm a fixed service fee under a standing inter-business arrangement in connection with legal work carried out by the solicitor firm as part of services offered through TLG. That fee is not linked to the amount paid by you to TLG or to the outcome of your case, and it does not affect the solicitor firm’s obligation to exercise independent professional judgment in relation to legal work carried out by the solicitor firm.

9.8 the solicitor firm does not operate a client account and does not accept or hold client money. All services are provided on the basis of payment in advance. Unless expressly stated otherwise in writing, payments for services purchased through TLG are made to TLG in accordance with TLG’s payment terms.

9.9 Payment to TLG for a service package does not create a client account relationship with the solicitor firm, does not mean that the solicitor firm is holding client money for you, and does not of itself alter the separate legal and regulatory status of TLG and the solicitor firm.

9.10 If your concern relates to services provided by TLG, you should raise it with TLG under TLG’s complaints procedure.

9.11 Nothing in these terms prevents you from asking at any time which entity is providing a particular service, whether that service is regulated, or what complaints and redress arrangements apply to it.

10. Cancellation of Instructions

10.1 TLG and/or the solicitor firm will endeavor to commence work promptly after receipt of payment and all information and documents reasonably required to begin the relevant service.

10.2 You may cancel your instruction within 7 days of making payment by giving written notice to TLG at the contact details stated on the website.

10.3 If work has already commenced on your matter before notice of cancellation is received, your right to cancel will end and no refund will be payable unless there is an un-expended court fee, in which case the court fee only will be refundable.

10.4 If you validly cancel your instruction before work has commenced, any refund will be limited to sums paid for work not yet started and disbursements not yet incurred.

10.5 Cancellation must be made in writing. A cancellation request will take effect only when received by TLG.

10.6 If you ask us to stop work after work has commenced, you will remain liable for all fees, disbursements and expenses incurred or payable in relation to your matter, and no refund will be payable.

10.7 Court fees, issue fees and any other third-party disbursements already incurred or committed to on your behalf are non-refundable.

10.8 Nothing in this section affects any rights you may have which cannot lawfully be excluded or restricted.

11. General

11.1 The information contained on the TLG website is provided for general information only and is not intended to constitute legal advice to any specific person, business or organisation.

11.2 Nothing on the TLG website constitutes an offer to enter into a contract. A contract will arise only when your instruction is accepted in accordance with these terms and any applicable service-specific terms.

11.3 TLG and the solicitor firm reserve the right to decline instructions or to refuse to provide a service where it is not appropriate to do so, where the matter falls outside the services offered, where required information or documentation is not provided, or where there is any other proper reason for doing so.

11.4 If you terminate your instructions, or if TLG or the solicitor firm ceases to act for good reason, you will remain liable for all fees, disbursements and expenses incurred up to the date on which the instruction ends, including any reasonable costs of coming off the court record and transferring papers to you or to another adviser where applicable.

11.5 Any continuing instructions given by you will amount to your acceptance of these terms and conditions as amended from time to time to the extent permitted by law.

12. Retention of Documents

12.1 TLG and/or the solicitor firm may retain documents and file materials created or received in connection with your matter in accordance with their respective document retention policies and legal, regulatory, insurance and record-keeping obligations.

12.2 Ownership of documents and file materials will be determined in accordance with applicable law, professional rules and the nature of the document concerned.

12.3 Unless expressly agreed otherwise in writing, original documents will not normally be released to you during the course of an active matter where they are required for the conduct of that matter, compliance purposes, insurance purposes, or record keeping.

12.4 If you make a reasonable request for copies of documents held on your file, TLG and/or the solicitor firm may provide copies subject to any reasonable administrative, copying, retrieval or delivery charge notified to you at the time.

12.5 TLG and/or the solicitor firm reserve the right to refuse a request for release of any original document where there is a proper reason for doing so, including where the document is required for an ongoing matter, compliance purposes, insurance purposes, or where there is a legal basis for retaining it.

12.6 Any charge for copying, retrieval, storage or production of documents will be limited to a reasonable amount where such a charge is lawfully payable.

13. Complaints Procedure

13.1 TLG is committed to providing a high standard of service. If you have any concern or complaint about any service provided by TLG, you should raise it with TLG as soon as reasonably possible.

13.2 Complaints relating to TLG should be made in writing using the contact details published on the TLG website. TLG will endeavor to consider and respond to complaints within a reasonable time.

13.3 You should raise any concern or complaint as soon as reasonably possible after it arises so that it can be considered fairly and, where appropriate, addressed promptly. Delay in raising a concern may affect what steps can realistically be taken in response, but will not of itself invalidate an otherwise genuine complaint.

13.4 If your complaint relates to legal work carried out by the solicitor firm, that complaint must be raised under the solicitor firm’ own complaints procedure, details of which will be provided to you separately by the solicitor firm in connection with the solicitor firm’s regulated legal services.

13.5 Nothing in these terms prevents you from exercising any right you may have to complain to the solicitor firm, the Legal Ombudsman, the Solicitors Regulation Authority, or any other body with jurisdiction, where applicable.

13.6 Your continuing instructions will amount to your acceptance of these terms and conditions.

14. Data Protection and Privacy

14.1 TLG and the solicitor firm will process personal data in accordance with applicable data protection legislation, including the UK GDPR and the Data Protection Act 2018.

14.2 TLG and the solicitor firm may collect, use, store and share personal data to the extent reasonably necessary for the purposes of providing services, administering matters, complying with legal and regulatory obligations, handling complaints, maintaining records, and protecting their legal rights and interests.

14.3 Personal data may be shared between TLG and the solicitor firm where reasonably necessary for the purposes of the services provided under these terms, and may also be shared with advocates, agents, solicitors, experts, courts, enforcement officers, IT providers, document storage providers, confidential waste contractors and other third parties where reasonably necessary for the provision of services or for legal, regulatory or compliance purposes.

14.4 TLG and the solicitor firm will take appropriate technical and organisational measures to protect personal data and will retain personal data in accordance with their respective retention policies and legal, regulatory and professional obligations.

14.5 Further information about how personal data is processed, including information about rights of access, correction, restriction, objection, erasure and complaint, is set out in the relevant privacy notice published by TLG and, where applicable, the privacy information provided by the solicitor firm.

14.6 By instructing TLG and/or the solicitor firm, you confirm that you have authority to provide any personal data supplied by you in connection with the matter and that you have brought any relevant privacy information to the attention of any individuals whose personal data you provide, where required by law.

14.7 Nothing in these terms limits any rights or obligations arising under applicable data protection legislation.

15. Contract Formation and Acceptance

15.1 Any request by you for a service through the TLG website, by telephone, by email or otherwise does not of itself create a binding contract.

15.2 A binding contract for the relevant service will arise only when your instruction is accepted by TLG and/or, where applicable, by the solicitor firm, whether by email, through the website process, in writing, by commencing the relevant service, or by any other clear confirmation of acceptance.

15.3 By instructing TLG and/or the solicitor firm, making payment, or continuing to give instructions in relation to a matter, you confirm that you have read, understood and accepted these terms and conditions together with any applicable service-specific terms and, where applicable, any separate terms issued by the solicitor firm.

15.4 Nothing in these terms guarantees that you will recover all or any legal costs, fees or disbursements from any tenant or other party, and you remain responsible for the fees, disbursements and expenses payable by you under these terms.

16. Payment of Fees

16.1 Unless expressly agreed otherwise in writing, payment for services must be made in advance using the payment methods made available by TLG.

16.2 TLG does not accept payment in cash.

16.3 TLG may accept payment by debit card, credit card, online payment facility, bank transfer, or such other payment method as TLG may make available from time to time.

16.4 No work is required to commence until cleared funds have been received, unless otherwise agreed in advance and in writing.

16.5 Where additional fees become payable in relation to defended, counterclaimed or otherwise extended matters, those fees shall be payable in accordance with the invoice or payment terms notified at the relevant time.

16.6 If any invoice is not paid by the due date, TLG and/or the solicitor firm reserve the right not to commence further work, or to suspend or cease further work, until payment has been made, subject to any legal or professional obligations which apply.

17. Fixed Fee Services – General Service Standards

17.1 Our fixed fee services are designed to provide a streamlined and cost-effective service within the scope of the relevant fixed fee package.

17.2 Matters falling within a fixed fee service may be handled by members of our team collectively and will not necessarily be allocated to one named individual throughout.

17.3 Unless expressly stated otherwise in writing, communication under a fixed fee service will generally be event-driven and limited to material developments in your matter. These may include, where applicable:
(a) confirmation that a notice has been prepared and/or served;
(b) notification of the expiry date of any notice;
(c) reminders of key dates;
(d) confirmation that court papers have been prepared, issued or sent;
(e) notification of hearing dates;
(f) notification of material court communications, including any defence, counterclaim, order or direction; and
(g) notification of any other material development relevant to the service instructed.

17.4 Fixed fee services do not include unlimited general advice, unlimited routine progress updates, or responses to general enquiries outside the scope of the service purchased.

17.5 If you require additional advice, additional updates, or a more personal one-to-one service outside the scope of a fixed fee service, that may be available separately for an additional fee.

17.6 Where a fixed fee service includes advocacy at a hearing, that service does not include a guaranteed pre-hearing conference with the advocate unless expressly stated otherwise in writing. Any advocate instructed will, however, be appropriately briefed for the hearing.

17.7 Nothing in this section prevents TLG and/or the solicitor firm from providing additional updates or communications where they consider it appropriate to do so. These terms and conditions are subject to change without notice.