Terms & Conditions

1. DEFINITIONS AND INTERPRETATION

1.1 In these Terms and Conditions, the following definitions apply: 

1.2 Headings do not affect interpretation. The singular includes the plural and vice versa.

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2. BASIS OF AGREEMENT

2.1 These Terms and Conditions apply to all dealings between you and PHS. They supersede any previous terms.

2.2 By placing an order via our Website or over the telephone, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions.

2.3 No variation to these Terms and Conditions shall be binding unless agreed in writing by a director of PHS.

2.4 These Terms and Conditions should be read alongside our Privacy Policy (available at https://propertyandhomesolutions.co.uk/legal/) which explains how we process your personal data.

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3. DESCRIPTION OF SERVICES

3.1 PHS provides independent council tax band review and appeal assistance services. We are not affiliated with the VOA, any local council, HMRC, or any government body.

3.2 Full Investigation Service

This service includes the following work, which we will carry out on your behalf:

(a) Sending you a full Documentation Pack within 24 hours of receiving your order and payment (by first class post);

(b) A customer service call within 48 hours of posting the Documentation Pack to confirm receipt and assist with form completion;

(c) Upon receipt of your completed documentation, a full assessment of your property and the immediate area;

(d) Collation of evidence and submission of all appropriate documentation to the relevant regional VOA office within 5 Working Days of receiving your completed documentation;

(e) Chasing the VOA for a progress report after 8 weeks and weekly thereafter;

(f) If the VOA rejects our initial evidence or requests further evidence, undertaking a full re-assessment and submitting further evidence within 5 Working Days of receiving the VOA’s decision;

(g) Negotiation with VOA officers on your behalf where appropriate;

(h) Advising you of any agreement by the VOA to review your banding.

3.3 What we do NOT do:

(a) We do not guarantee that your council tax band will be reduced or that any rebate will be paid (see Clause 8);

(b) We do not attend tribunals or in-person hearings unless separately agreed in writing (additional fees may apply);

(c) We do not provide legal advice.

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4. YOUR OBLIGATIONS

4.1 You agree to:

(a) Provide complete, accurate, and truthful information when completing the Documentation Pack;

(b) Return the completed Documentation Pack to us using the pre-paid, pre-addressed envelope provided within 14 days of receipt, unless we have agreed an extension in writing;

(c) Respond promptly (within 7 days) to any request from us for further information, evidence, or authorisation;

(d) Notify us immediately of any change to your address, contact details, or council tax reference number;

(e) Deal directly with the VOA or local council only if we have given prior written authorisation; otherwise, refer all correspondence to us.

4.2 If you fail to comply with Clause 4.1, we may suspend our Services until you remedy the breach. We shall not be liable for any delay or non-performance caused by your failure.

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5. FEES AND PAYMENT

5.1 The fee for our Full Investigation Service is £195 (one-off, inclusive of VAT where applicable) as published on our Website at the time of your order.

5.2 The fee is a one-off total charge covering all work described in Clause 3.

5.3 The fee includes: initial investigation and evidence gathering, the Documentation Pack, all time costs and disbursements relating to communications with the local council and the VOA, and further gathering of evidence.

5.4 No further charges will be made to you by PHS after the initial fee.

5.5 You receive 100% of any rebate agreed. Rebates are paid directly by the local council tax authority by cheque made payable to the council taxpayer (you) and sent to the appropriate address.

5.6 Payment must be made in full at the time of order via debit or credit card through our Website.

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6. CANCELLATION AND REFUNDS (Your Right to Cancel)

6.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel this Agreement within 14 days without giving any reason.

6.2 The cancellation period begins on the day you receive the Documentation Pack.

6.3 To cancel, you must:
(a) Return the Documentation Pack to us using the pre-paid, pre-addressed envelope provided; and
(b) Include the completed cancellation notice (supplied with your Documentation Pack) or send a clear written statement of your intention to cancel by email to info@propertyandhomesolutions.co.uk.

6.4 Important exception – work already performed: If you ask us to begin providing the Services (e.g., by returning your completed documentation) within the 14-day cancellation period, you expressly acknowledge and agree that:
(a) You will lose your right to cancel once the Services have been fully performed; and
(b) If you cancel after we have begun providing the Services but before they are complete, we may charge you for the work carried out up to the date of cancellation.

6.5 Where you cancel within 14 days and you have not returned your completed documentation to us:
(a) We will refund the full fee paid, less an administration/documentation charge of £35 + VAT to cover the cost of the Documentation Pack and postage.
(b) The balance will be refunded immediately using the same payment method you used.

6.6 Refunds may take up to 28 days to appear on your statement, depending on your card issuer.

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7. INTELLECTUAL PROPERTY

7.1 All copyright, trademarks, and other intellectual property rights in the Documentation Pack, evidence collation, letters, and other materials created by us in connection with your claim remain our property (or that of our licensors).

7.2 We grant you a non-exclusive, non-transferable licence to use these materials solely for the purpose of your council tax band review. You may not copy, modify, distribute, or use them for any other purpose without our prior written consent.

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8. NO GUARANTEE OF RESULT

8.1 We do not guarantee that your council tax band will be reduced, that the VOA will agree to review your banding, or that any rebate will be paid.

8.2 All findings and evidence we provide are based on a systematic and thorough search using house price calculators, comparisons with similar properties within a 2-mile radius, same number of bedrooms, and within 10% square footage, and other available data.

8.3 These estimates and comparisons are intended for general interest and informative purposes only. They are based on information that may be incomplete and typical properties in certain locations. They do not take account of factors unknown to us.

8.4 The decision to change a council tax band rests solely with the VOA. PHS has no influence over the VOA’s decision-making process.

8.5 You acknowledge that you are engaging PHS for assistance and representation only, and that the outcome of any appeal is outside our control.

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9. LIMITATION OF LIABILITY

9.1 Nothing in these Terms and Conditions limits or excludes our liability for:
(a) Death or personal injury caused by our negligence;
(b) Fraud or fraudulent misrepresentation;
(c) Any liability which cannot be limited or excluded by applicable law.

9.2 Subject to Clause 9.1, our total liability to you arising out of or in connection with this Agreement, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to the fee paid by you for the Services (i.e., £195).

9.3 We shall not be liable to you for any:
(a) Loss of revenue, savings, or profit;
(b) Loss of goodwill or reputation;
(c) Indirect, consequential, or special loss;
(d) Loss arising from a decision of the VOA or any government body;
(e) Loss arising from your failure to provide accurate information or respond to requests in a timely manner.

9.4 We use reasonable skill and care in providing the Services but do not warrant that the VOA will respond within any specific timeframe. The VOA’s typical response time is 8-10 weeks, and we are not liable for delays caused by the VOA or other third parties.

9.5 We shall not be liable for any security breaches, loss, destruction, or damage to your personal information unless we have failed to take appropriate technical and organisational measures as required by data protection law.

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10. INDEMNITY

You agree to indemnify and hold PHS harmless from and against any claims, losses, damages, or expenses (including legal fees) arising out of or related to:
(a) Your breach of these Terms and Conditions;
(b) Your provision of inaccurate or incomplete information;
(c) Any misuse by you of the Services or materials provided by us.

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11. DATA PROTECTION

11.1 We processes your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

11.2 The information you provide over the phone or by email will be used solely to determine whether your property has been placed in the correct council tax band.

11.3 Any information given over the phone in relation to personal banking will be securely discarded immediately after use.

11.4 For full details of how we collect, use, store, and retain your personal data, please see our Privacy Policy (available at https://propertyandhomesolutions.co.uk/legal/).

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12. TELEPHONE CALL RECORDING AND MONITORING

12.1 All telephone calls made or received by PHS may be recorded for:
(a) Security and training purposes;
(b) Improving customer service;
(c) Resolving queries or issues for regulatory purposes;
(d) Detecting and preventing fraud or any other crimes.

12.2 We may disclose personal data to the extent permitted or required by law, by order of the Court, as requested by a law enforcement authority, to enforce our legal rights, to operate our systems properly, or to protect ourselves or our users.

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13. COMPLAINTS PROCEDURE

13.1 We aim to provide an excellent service. If you are dissatisfied, please contact us in the first instance:

• By email: info@propertyandhomesolutions.co.uk

• By phone: 2038 87 38 81

• By post: 7 Bell Yard, London, WC2A 2JR, United Kingdom

13.2 We will acknowledge your complaint within 5 Working Days and provide a full written response within 15 Working Days of receipt.

13.3 If you are not satisfied with our response, you may refer your complaint to the Centre for Effective Dispute Resolution (CEDR) or the Ombudsman Services for independent mediation. You also have the right to take court proceedings in England and Wales.

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14. FORCE MAJEURE

14.1 We shall not be liable for any delay or failure to perform our obligations under this Agreement if the delay or failure is caused by an event outside our reasonable control, including but not limited to: strikes, lock-outs, pandemic, government restrictions, fire, flood, storm, failure of the VOA or council systems, or postal delays.

14.2 If a force majeure event occurs, we will notify you as soon as reasonably practicable and take steps to resume performance as soon as the event ceases.

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15. GENERAL PROVISIONS

15.1 Entire Agreement. This Agreement (together with our Privacy Policy) constitutes the entire agreement between you and us and supersedes all prior agreements, understandings, or representations (whether written or oral).

15.2 Variation. We may update these Terms and Conditions from time to time. Any changes will be posted on our Website. Your continued use of our Services after such posting constitutes your acceptance of the updated terms.

15.3 Severability. If any court or competent authority finds that any provision of this Agreement (or part of a provision) is invalid, illegal, or unenforceable, that provision shall be deemed deleted, and the validity and enforceability of the remaining provisions shall not be affected.

15.4 Waiver. No delay, act, or omission by a party in exercising any right or remedy shall be deemed a waiver of that or any other right or remedy.

15.5 Assignment. You may not transfer any of your rights or obligations under this Agreement without our prior written consent. We may transfer our rights and obligations to a third party (e.g., in a business sale) provided your rights are not adversely affected.

15.6 Third Party Rights. No person other than you and PHS shall have any rights under this Agreement (Contracts (Rights of Third Parties) Act 1999 does not apply).

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16. GOVERNING LAW AND JURISDICTION

16.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them (including non-contractual disputes) shall be governed by and construed in accordance with the laws of England and Wales.

16.2 You and we irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim.

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17. CONTACT INFORMATION

PROPERTY AND HOME SOLUTIONS LTD

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18. YOUR ACCEPTANCE

By placing an order with PROPERTY AND HOME SOLUTIONS LTD, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.

Last Updated date:

27 May 2026

END OF TERMS AND CONDITIONS