Independence statement

Last checked: 28 October 2026

TenantSafe is free for tenants. Housing providers pay to use the provider side of it. That is a fair reason to ask what a provider can and cannot see or change. This page answers it in plain words.

What your housing provider can see

Once you link a complaint to your housing provider, authorised staff at that provider can see that complaint: what you wrote, the timeline, the letters, any evidence you attach to it, the messages between you and them and the notes their own staff add to the case, so they can deal with it. They can also see your account details as a tenant of theirs, and the answers you give in the satisfaction survey for them.

What your housing provider cannot see

• Your chat with TenantSafe’s AI advisor. It is not stored, only the case details you choose to save.
• Anything about your other complaints, or about you, held for a different housing provider.
• Your notifications.
• Another housing provider’s tenants, or any other provider’s data.

What your housing provider cannot change

• The words you used to describe the problem, the address, the category, the date you first reported it and which complaint is yours. The database refuses the change from anyone except you or the system acting for you.
• The response deadlines. They are worked out by the system from the Housing Ombudsman’s Code, not set by a person.
• The timeline. A provider can add an entry, signed as the provider. It cannot edit or delete one.
• What the advisor tells you. A provider cannot soften, switch off or reword its advice about hazards, your rights or where to go next.

Artificial intelligence

The advisor is an AI and says so. An AI never writes a housing provider’s response to your complaint. A person at the provider writes every response.

What ThinkTribal does with the data

ThinkTribal does not sell your complaint or your messages. Any figure built from many tenants’ data uses a minimum number of cases and hides small groups, so no tenant can be picked out of it. No model is trained on your data.

Who to ask

If anything here does not match what you see, or you want it explained, hello@tenantsafe.co.uk. For how your data is handled in full, see the Privacy Notice.