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Tenant Hub Terms of Use

Effective Date: 8 July 2026
Review Date: July 2027

1. Introduction

Welcome to the Rock & Root Properties Tenant Hub ("the Tenant Hub").

The Tenant Hub has been created to provide existing tenants with convenient online access to tenancy-related services, information and tools in one easy-to-use location.

These Terms of Use explain the rules and expectations when accessing and using the Tenant Hub. By registering for or using the Tenant Hub, you agree to these Terms.

If you do not agree with these Terms, you should not register for or use the Tenant Hub.

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2. About the Tenant Hub

The Tenant Hub is provided by Rock & Root Properties ("we", "our", or "us") for the benefit of our existing tenants.

The Tenant Hub may allow tenants to:

  • Access useful tenancy information.

  • View or download relevant documents.

  • Submit maintenance requests.

  • Contact us regarding tenancy matters.

  • Access helpful resources and guidance.

  • Manage certain tenancy-related tasks online.

The services available through the Tenant Hub may change from time to time as we continue to improve the tenant experience.

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3. Eligibility and Account Approval

Access to the Tenant Hub is available to approved existing tenants of Rock & Root Properties.

Registration does not automatically provide access.

All account registrations are personally reviewed and approved by Rock & Root Properties before access is activated. This process is in place to:

  • Protect tenant information.

  • Prevent fraudulent registrations.

  • Reduce spam and automated bot activity.

  • Maintain the security of the Tenant Hub.

We reserve the right to refuse, delay or remove access where we cannot verify a user's identity or eligibility.

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4. Creating and Managing Your Account

When registering for the Tenant Hub, you agree to:

  • Provide accurate and up-to-date information.

  • Only create an account for yourself.

  • Keep your login details confidential.

  • Notify us immediately if you believe your account has been accessed without permission.

  • Ensure your contact details remain current.

You must not share your account credentials with any other person.

You are responsible for all activity carried out through your account.

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5. Password and Account Security

You are responsible for maintaining the security of your login details.

To help protect your account, you should:

  • Use a strong, unique password.

  • Avoid sharing your password.

  • Log out after using the Tenant Hub on shared devices.

  • Notify us immediately if you suspect unauthorised access.

Rock & Root Properties will never ask you to provide your password.

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6. Maintenance Reporting

The Tenant Hub may allow you to report maintenance issues online.

When submitting a maintenance request, you agree to:

  • Provide accurate information.

  • Clearly describe the issue.

  • Include photographs or supporting information where appropriate.

  • Provide access details where required.

  • Report urgent issues promptly.

Submitting a maintenance request does not guarantee immediate attendance.

All maintenance requests are assessed based on urgency, safety considerations, legal obligations and contractor availability.

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7. Emergency Issues

The Tenant Hub should not be relied upon for emergency situations.

Examples of emergencies may include:

  • Serious water leaks.

  • Loss of heating during vulnerable circumstances.

  • Electrical dangers.

  • Situations presenting an immediate risk to health or safety.

Emergency contact procedures provided by Rock & Root Properties should be followed where urgent assistance is required.

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8. Uploading Information

Where the Tenant Hub allows document or image uploads, you agree that any information provided will:

  • Be accurate.

  • Relate only to your tenancy.

  • Not contain unlawful, offensive or inappropriate material.

  • Not infringe another person's privacy or rights.

We reserve the right to remove inappropriate content or restrict access where misuse occurs.

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9. Acceptable Use

The Tenant Hub must only be used for legitimate tenancy-related purposes.

You must not:

  • Attempt to gain unauthorised access.

  • Attempt to interfere with the operation or security of the Tenant Hub.

  • Upload viruses, malware or harmful content.

  • Use automated systems to access the Tenant Hub.

  • Impersonate another person.

  • Submit false or misleading information.

  • Use the Tenant Hub for unlawful purposes.

Any misuse may result in access being suspended or removed.

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10. Availability of the Tenant Hub

We aim to keep the Tenant Hub available and reliable at all times.

However, access may occasionally be unavailable due to:

  • Maintenance.

  • Software updates.

  • Security improvements.

  • Technical issues.

  • Circumstances outside of our reasonable control.

We do not guarantee uninterrupted availability.

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11. Documents and Information

Information provided through the Tenant Hub is intended to assist tenants in managing their tenancy.

While we take reasonable care to ensure information is accurate and current:

  • Documents should not replace formal tenancy agreements or legal notices.

  • Tenants should contact us if they require clarification.

  • Certain tenancy matters may still require communication outside of the Tenant Hub.

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12. Privacy and Data Protection

Use of the Tenant Hub involves the processing of personal information.

Your information will be handled in accordance with our Privacy Notice and applicable UK data protection legislation, including:

  • UK General Data Protection Regulation (UK GDPR).

  • Data Protection Act 2018.

For further information about how we collect, store and use your information, please refer to our Privacy Notice.

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13. Suspension or Removal of Access

We may suspend or remove access to the Tenant Hub where:

  • These Terms are breached.

  • Security concerns arise.

  • A tenancy ends.

  • Account details cannot be verified.

  • The Tenant Hub is discontinued or replaced.

Where appropriate, we will provide notice before removing access.

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14. Intellectual Property

All content, branding, documents and materials provided through the Tenant Hub remain the property of Rock & Root Properties unless otherwise stated.

Information provided through the Tenant Hub may only be used for your own personal tenancy-related purposes.

You must not copy, distribute or commercially use Tenant Hub content without permission.

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15. Limitation of Liability

The Tenant Hub is provided as a convenience service to tenants.

To the extent permitted by law, Rock & Root Properties is not responsible for:

  • Temporary loss of access.

  • Technical issues outside our control.

  • Delays caused by third-party providers.

  • Loss resulting from failure to protect account details.

Nothing within these Terms limits any legal rights that cannot be excluded under UK law.

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16. Changes to These Terms

We may update these Terms from time to time to reflect changes to:

  • The Tenant Hub.

  • Our services.

  • Legal requirements.

  • Security practices.

Updated Terms will be published through the Tenant Hub or our website.

Continued use of the Tenant Hub after changes are published means you accept the revised Terms.

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17. Governing Law

These Terms are governed by the laws of England and Wales.

Any disputes relating to these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

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18. Contact Us

If you have any questions regarding the Tenant Hub or these Terms, please contact:

Rock & Root Properties

Email: Infor@rockandrootproperties.com

Telephone: 07368355648

Registered Office: 10B Sawley Park, Nottingham Road, Derby, DE21 6AS

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