FAQs – Tenant Protection Scheme
1. What is the Tenant Protection Scheme?
The Tenant Protection Scheme provides tenants across England and Wales with 24/7 access to specialist legal housing support, 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, email, and your secure Member’s Area, and guidance on any rental issues like 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?
No, the £49 registration fee is non-refundable, even if you cancel your membership later.
6. What happens after I sign up?
You’ll upload your tenancy agreement, proof of identity, proof of address, and any Right to Rent documents. After verification (usually within 24 hours), you’ll receive full access to your Member’s Area and 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?
We’ll immediately assess your case, advise you of your rights, help you prepare the urgent legal paperwork, and guide you on contacting emergency housing or the police if necessary. We don’t provide emergency accommodation or cover hotel costs.
10. Do you attend court with me?
No. We prepare your case, draft your paperwork, and advise you how to represent yourself, but we do not physically attend court hearings. Need court day assistance? 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 upload?
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 in a secure, encrypted Members Area. 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?
You can log in to your secure Member’s Area anytime to track your case, upload documents, or send messages directly to our team.
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?
If you’re an active member at the time, we’ll assess the situation immediately and help prepare the appropriate legal responses.
26. Can I join if I’m already in court with my landlord?
Yes you can join, but we wont be able to represent you for that particular case of course.
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?
We manage one case at a time per member to ensure quality service. The only exception is if an emergency occurs such as an illegal eviction while another case is already active.
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.
34. Can you help with issues that started before I signed up?
Unfortunately not. Your protection starts from the day your membership is approved. We can’t take on issues that began beforehand.