Terms of Service

By creating an account or using TenantSafe, you agree to these Terms of Service and our Privacy Notice. If you do not agree, please do not use the service.

If your organisation has a signed agreement with us, that agreement comes first. Where an organisation has entered into a separate written agreement with ThinkTribal Ltd covering the use of TenantSafe, such as a master services agreement, statement of work or subscription contract, that agreement takes precedence over these terms for that organisation and the people using TenantSafe on its behalf, to the extent of any inconsistency. These terms apply to that organisation only where the signed agreement does not deal with the point.

Updating this page does not change a signed agreement. A signed agreement is varied only in the way that agreement itself provides for, and section 9 below applies to these terms alone.

TenantSafe is an AI-assisted tool that helps social housing tenants in England understand their rights, track complaints, and draft letters. It is provided by ThinkTribal Ltd, registered in England and Wales.

TenantSafe is not a legal advice service. Nothing on this platform constitutes legal advice, and no solicitor–client relationship is created. See our Legal Disclaimer.

TenantSafe is intended for social housing tenants in England. You must be at least 18 years old to create an account. By signing up you confirm that you meet these requirements.

• You are responsible for keeping your login credentials secure.
• You must provide accurate information at signup, including your housing provider name.
• You must not share your account or use TenantSafe on behalf of another person without their consent.
• You may delete your account at any time from your account settings.

You must not use TenantSafe to:

• Submit false or misleading information
• Harass, defame, or harm any individual or organisation
• Attempt to circumvent security controls or access other users' data
• Use the AI chatbot to generate content unrelated to housing complaints

Letters and summaries generated by TenantSafe are produced by an AI model and are provided as a starting point only. You should review all AI-generated content carefully before sending it to your housing provider or any third party.

ThinkTribal Ltd accepts no liability for the accuracy, completeness, or outcome of AI-generated letters or advice.

The TenantSafe platform, branding, and underlying software are owned by ThinkTribal Ltd. Content you submit (complaint descriptions, evidence notes) remains yours. You grantThinkTribal Ltd a limited licence to process that content solely to provide the service.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be limited or excluded. Your statutory rights as a consumer are not affected.

TenantSafe is provided on an ‘as is’ and ‘as available’ basis. We do not warrant that the service will be uninterrupted or error free, or that information or AI-generated content will be accurate, complete or current. Section 6 also applies to AI-generated content.

Subject to the first paragraph above, we are not liable to any user for:

• the acts or omissions of a housing provider, their contractors, the Housing Ombudsman, or any other third party, or the outcome of any complaint, repair, claim or legal proceeding;
• indirect or consequential loss;
• any loss arising because you relied on TenantSafe instead of taking independent advice, or because a deadline set by a landlord, the Ombudsman or a court was missed.

If you are a tenant. TenantSafe is free to tenants. Our total liability to you for all claims connected with the service is limited to £100. Nothing in these terms affects your statutory rights as a consumer.

If you are a housing provider or other organisation. You use TenantSafe for business purposes, so the consumer protections in these terms do not apply to you. We are not liable for loss of profit, revenue, anticipated savings, business, contracts, goodwill or data, whether direct or indirect. Our total liability to you for all claims connected with the service is limited to the total fees you paid us in the twelve months before the claim arose.

You remain responsible for checking any letter, date or information before you rely on it, and for taking independent advice where the matter is serious or urgent. See our Legal Disclaimer.

We may update these terms from time to time. We will notify you by email at least 14 days before material changes take effect. Continued use of the service after that date constitutes acceptance of the revised terms.

These terms are governed by the law of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

For questions about these terms, email info@thinktribal.com.