FAQs – Tenant Protection Scheme
1. What is the Tenant Protection Scheme?
The Tenant Protection Scheme provides tenants across England, Scotland and Wales with 24/7 access to specialist housing solicitors, including document preparation, landlord correspondence, and legal advice, all for a simple monthly subscription.
2. Are you a law firm?
No, we are not a law firm. We work closely with regulated solicitors to offer legal support services. Our model allows tenants affordable access to expert housing advice from actual solicitors, without the costs of hiring a law firm.
3. What is included in my membership?
You receive full case management support, landlord correspondence, preparation of court paperwork, 24/7 legal access through phone and email, and guidance on any rental issues such as eviction threats, rent increases, unsafe living conditions, and deposit disputes.
4. What is the £49 registration fee for?
The £49 fee covers your account setup, tenancy verification, and lifetime registration at your property. It’s a one-time fee, regardless of how long you stay in the property.
5. Is the £49 registration fee refundable?
The £49 registration fee is non-refundable after 7 days. You have a 7-day window from the date of registration to change your mind and request a refund if you decide not to proceed with your membership.
6. What happens after I sign up?
You’ll email us your tenancy agreement, proof of identity, proof of address, and any Right to Rent documents. After verification (usually within 24 hours), your membership will be activated and you’ll be fully protected.
7. How much is the subscription?
The ongoing subscription is £10 per month, which ensures continued access to our full range of legal support services.
8. How fast can I get help if something urgent happens?
If you submit a request before 1pm, you’ll receive same-day service. For emergencies like unlawful lockouts, you’ll receive a response within 1 hour through our 24/7 emergency line.
9. What if my landlord locks me out?
If your landlord locks you out, we’ll act immediately. Where possible we’ll send a locksmith to get you back in. If it’s too late at night and not safe, we’ll book you into a hotel for that night only, so you’re not left on the streets. From the next day, the focus is on regaining access or going through the council.
10. Do you attend court with me?
We don’t attend court as your legal representative. However, you can book our One-Day McKenzie Friend service (£400 fixed fee). This gives you on-the-day guidance and support during your hearing, separate from your monthly TPS membership. Check out our McKenzie Friend Service here.
11. Do you pay court fees or application costs?
No, all court and government filing fees/applications must be paid by you (the tenant). We handle preparation and filing support only.
12. Can I cancel anytime?
Yes, you can cancel your £10/month subscription anytime. However, the £49 registration fee remains non-refundable.
13. Can I get help even if my issue is small?
If it’s illegal, we deal with it.
14. What documents do I need to send in?
You’ll need your tenancy agreement, passport or ID, proof of address (utility bill or bank statement within 3 months), and a Right to Rent document if you’re a non-UK citizen.
15. What happens if my landlord tries to evict me illegally?
We’ll step in immediately, writing formal letters, advising you on emergency action, and preparing any necessary court applications to protect you.
16. How secure is my information?
Your personal data is stored securely and handled with strict confidentiality. We use encrypted systems and follow data protection best practices, and we never share your information without your consent.
17. Can you act against housing associations or councils?
Yes, we can support tenants dealing with private landlords, housing associations, or local councils.
18. How do I get updates on my case?
To get updates on your case, simply give us a call or send us an email. Our team will keep you informed and make sure you’re up to date with any developments.
19. What if I move house?
If you move to a new tenancy, a new registration fee would be required to cover your new property. Your current subscription would continue unless cancelled.
20. Are there any hidden costs?
No. You pay only the £49 one-off registration and £10 monthly subscription. Any optional services requiring external costs (like court filing fees) are clearly explained in advance.
21. Can landlords sign up too?
No.
22. How do I contact you in case of an emergency?
Our phone lines are open 24/7 for emergencies. For urgent issues like illegal evictions or harassment, you’ll be connected to our rapid response legal team within 1 hour.
23. What happens if my solicitor is unavailable or on leave?
We guarantee uninterrupted service. If your assigned solicitor is unavailable, another regulated solicitor from our panel will seamlessly take over your case without delay
24. Can I switch solicitors if I'm not satisfied with the service?
We work only with trusted, experienced solicitors. While we can’t offer unlimited solicitor changes under a £10 plan, we always monitor service quality and will investigate any concerns seriously to ensure your legal support remains effective.
25. What if I receive urgent court papers while already a member?
Contact us and discuss maybe taking out our court support McKenzie Friend service
26. Can I join if I’m already in court with my landlord?
Yes you can join, but we would have to assess your situation to determine if its feesible to help you in your current situation.
27. Will you contact my landlord directly?
Only in active legal disputes. We don’t act as a middleman for general complaints or repair issues. Instead, we provide legally accurate letters and guidance that we will send to your landlord or to his legal representatives directly.
28. Can I raise more than one issue at a time?
Yes
29. What happens if my documents are rejected during sign-up?
We’ll let you know exactly what’s missing or incorrect. Once corrected and resubmitted, your account will be re-reviewed for approval, usually within 24 hours.
30. Do you assist with non-housing legal matters?
No. We specialise solely in landlord and tenant law. For any other legal matters, we recommend seeking a specialist in that area.
31. What if the issue is partly my fault as a tenant?
We’ll always give honest, practical advice. If you’ve made a mistake, we’ll still help guide you towards the best legal outcome available.
32. How long does it take to resolve a case?
It depends on the landlord and situation. Some issues resolve in a day, others can take weeks or months. We act quickly on our end, but legal timelines vary.
33. Why choose this service over a free housing advice provider?
We offer hands-on legal support, solicitor-reviewed documents, and emergency case handling, something free services don’t provide. We’re here when others can’t be.
Tenant eviction defence service
Affordable legal help for tenants
Section 21 legal response
Stop illegal eviction UK
Legal cover for renters on a budget
34. Can you help with issues that started before I signed up?
Yes