Student and Staff Housing Advice Use of Service Policy
Student and Staff Housing Advice Use of Service Policy
IF YOU NEED A COPY OF THIS DOCUMENT IN AN ALTERNATIVE FORMAT, PLEASE CONTACT THE HOUSING SERVICES TEAM ON housing@london.ac.uk or 020 7862 8880.
The Private Housing and Advice Team at the University of London Housing Services (“ULHS”) offers legal advice and support to students, staff of the University of London and staff of certain subscribing Colleges that need assistance with private rented housing. A “College” means any member institution of the University of London, or any other university or college, subscribing to ULHS services.
We will assist you at the earliest possible opportunity and treat you in a kind, courteous and non-judgmental manner that is free from discrimination.
You will be allocated an advisor. If your case continues beyond an initial appointment, you will continue to receive support from the same advisor, subject to availability, who will communicate with you by e-mail and telephone and can arrange further meetings with you, if necessary. Your advisor will give you full and accurate information regarding your case and keep you up-to-date of any developments.
Our advisors are not lawyers, but are experienced and receive regular training in Housing Law. Please refer to part 3 b) of this policy which gives details on the limits of our expertise. The team works closely with an external housing law firm and the team may discuss your case with them. Occasionally we may refer your case directly to our external solicitors for a consultation. This is rare and will normally be in cases of a serious nature and where there is some urgency. However, the decision to make the referral will be at our sole discretion.
In most cases our advisors will offer advice and support to empower you to deal with your housing matter directly. However, where we think it would be beneficial to resolving your case or where we believe you might need some extra assistance, we may be able to make contact with landlords, agents and others on your behalf. The decision on the level of support we offer will be at our discretion. We will not make any contact on your behalf without your permission.
We expect you to:
We list below the circumstances in which we will be unable to assist you. In such cases we will aim to provide you with details of alternative advice services. At all times our services are provided at our discretion and we reserve the right to refuse to provide our services at any time.
In exceptional circumstances, it may be necessary to withdraw a client’s access to the service. In such circumstances we will provide you with a referral to alternative advice agencies.
Some examples of circumstances in which we may withdraw access are:
If you are not happy about a decision that we make relating to this policy or any other aspect of the service we deliver, you have the right to complain. Our complaints procedure can be accessed here. Alternatively, please ask us for a hard copy.
ULHS is part of the University of London http://www.london.ac.uk. You can find out more about our privacy policies at the University at the following link: http://www.london.ac.uk/data-protection.html.
Your personal data and this use of service policy
In order for us to manage your request for housing advice, we will need to process your personal data as part of your use of our service.
We will collect from you your contact details, information about your course of study and institution, your disability status (where relevant to your housing needs), your property address with landlord and letting agent details. We may, in some cases, check your eligibility for housing advice by verifying your student status independently with your institution.
ULHS may share relevant data with your landlord and letting agent for the purposes of supporting you in your request for advice.
If you breach the use of service policy for reasons outlined in the section ‘Circumstances where we will withdraw access to the service’ through misconduct or inappropriate behaviour, ULHS will retain this information as part of your record and you may be ineligible for future assistance.
How we manage your data
Your data will be stored for the duration of your advice case. Your record will be retained in archive for 6 years before being deleted.
ULHS will carry out reporting and analysis of its clients in order to improve and target its services. This is for overall planning purposes will not result in automated decision making regarding individuals.
ULHS may use a third party ‘data processor’ for certain services, which processes your data on the ULHS’ behalf. If your data is transferred outside the European Economic Area, ULHS will ensure that adequate protection is ensured according to the General Data Protection Regulation.
Your rights
You have a number of rights in regards to your data, including the right of access, erasure or restriction of processing – for further information please see: http://www.london.ac.uk/data-protection.html.
You have the right to complain to the UK regulator, the Information Commissioner – for further information please see: http://www.ico.org.uk.
We amend these terms from time to time. Every time you wish to use our advice service, it is your responsibility to check
these terms to ensure you understand the terms that apply at that time.
Last Updated May 2021
IF YOU NEED A COPY OF THIS DOCUMENT IN AN ALTERNATIVE FORMAT, PLEASE CONTACT THE HOUSING SERVICES TEAM ON housing@london.ac.uk or 020 7862 8880.
The Private Housing and Advice Team at the University of London Housing Services (“ULHS”) offers legal advice and support to students, staff of the University of London and staff of certain subscribing Colleges that need assistance with private rented housing. A “College” means any member institution of the University of London, or any other university or college, subscribing to ULHS services.
We will assist you at the earliest possible opportunity and treat you in a kind, courteous and non-judgmental manner that is free from discrimination.
You will be allocated an advisor. If your case continues beyond an initial appointment, you will continue to receive support from the same advisor, subject to availability, who will communicate with you by e-mail and telephone and can arrange further meetings with you, if necessary. Your advisor will give you full and accurate information regarding your case and keep you up-to-date of any developments.
Our advisors are not lawyers, but are experienced and receive regular training in Housing Law. Please refer to part 3 b) of this policy which gives details on the limits of our expertise. The team works closely with an external housing law firm and the team may discuss your case with them. Occasionally we may refer your case directly to our external solicitors for a consultation. This is rare and will normally be in cases of a serious nature and where there is some urgency. However, the decision to make the referral will be at our sole discretion.
In most cases our advisors will offer advice and support to empower you to deal with your housing matter directly. However, where we think it would be beneficial to resolving your case or where we believe you might need some extra assistance, we may be able to make contact with landlords, agents and others on your behalf. The decision on the level of support we offer will be at our discretion. We will not make any contact on your behalf without your permission.
We expect you to:
We list below the circumstances in which we will be unable to assist you. In such cases we will aim to provide you with details of alternative advice services. At all times our services are provided at our discretion and we reserve the right to refuse to provide our services at any time.
In exceptional circumstances, it may be necessary to withdraw a client’s access to the service. In such circumstances we will provide you with a referral to alternative advice agencies.
Some examples of circumstances in which we may withdraw access are:
If you are not happy about a decision that we make relating to this policy or any other aspect of the service we deliver, you have the right to complain. Our complaints procedure can be accessed here. Alternatively, please ask us for a hard copy.
ULHS is part of the University of London http://www.london.ac.uk. You can find out more about our privacy policies at the University at the following link: http://www.london.ac.uk/data-protection.html.
Your personal data and this use of service policy
In order for us to manage your request for housing advice, we will need to process your personal data as part of your use of our service.
We will collect from you your contact details, information about your course of study and institution, your disability status (where relevant to your housing needs), your property address with landlord and letting agent details. We may, in some cases, check your eligibility for housing advice by verifying your student status independently with your institution.
ULHS may share relevant data with your landlord and letting agent for the purposes of supporting you in your request for advice.
If you breach the use of service policy for reasons outlined in the section ‘Circumstances where we will withdraw access to the service’ through misconduct or inappropriate behaviour, ULHS will retain this information as part of your record and you may be ineligible for future assistance.
How we manage your data
Your data will be stored for the duration of your advice case. Your record will be retained in archive for 6 years before being deleted.
ULHS will carry out reporting and analysis of its clients in order to improve and target its services. This is for overall planning purposes will not result in automated decision making regarding individuals.
ULHS may use a third party ‘data processor’ for certain services, which processes your data on the ULHS’ behalf. If your data is transferred outside the European Economic Area, ULHS will ensure that adequate protection is ensured according to the General Data Protection Regulation.
Your rights
You have a number of rights in regards to your data, including the right of access, erasure or restriction of processing – for further information please see: http://www.london.ac.uk/data-protection.html.
You have the right to complain to the UK regulator, the Information Commissioner – for further information please see: http://www.ico.org.uk.
We amend these terms from time to time. Every time you wish to use our advice service, it is your responsibility to check
these terms to ensure you understand the terms that apply at that time.
Last Updated May 2021