Terms of Use

Essentia House resident portal essentiahouse.co.uk

Last updated: 6 September 2026 Version: 1.0

1. These terms

These terms govern your use of essentiahouse.co.uk and the resident portal behind it. Using the site means you accept them. Stop using the site if you do not.

Bushen Garvie Ltd operates the portal, company number 17433134, registered at 66 Paul Street, London, England, EC2A 4NA. Contact us at privacy@bushengarvie.com or +44 (0) 7375 564 174.

2. We supply software, not property

We build and run the portal. Your landlord or managing agent owns the relationship with you, sets the rules of your tenancy, collects your rent, and carries out repairs. We do none of those things.

Your tenancy agreement governs your rights and obligations as a resident. These terms cover the website only, and your tenancy agreement wins wherever the two appear to conflict. Nothing here reduces your statutory rights as a tenant or as a consumer.

Take any question about rent, repairs, deposits, parking allocation or your tenancy to your landlord or managing agent. Contact us only about the portal itself.

3. Your account

Your landlord or managing agent decides who gets an account. You may use the portal if they have issued you one as a tenant, permitted occupier, guarantor, contractor or member of staff. You must be 18 or over to hold an account.

Your account belongs to you alone. Do not share your password or let anyone else sign in as you. Choose a password you use nowhere else. Email privacy@bushengarvie.com as soon as you suspect someone else has your details.

We close or suspend accounts on your landlord's instruction, and we suspend an account ourselves where we detect fraud, unauthorised access or a serious breach of these terms.

4. What the portal does

Depending on the permissions your landlord sets, you can view tenancy documents and your rent account, make payments, report repairs and track progress, manage parking permits and visitor bookings, message the management team, and update your contact details.

Keep your contact details current. Your landlord uses them for repair appointments and safety notices.

5. Emergencies

Do not use the portal to report an emergency.

Call 999 for fire, flood, crime in progress or a medical emergency. Call the National Gas Emergency Service on 0800 111 999 for a suspected gas leak. Use the out-of-hours number your landlord or managing agent gave you for an urgent repair that cannot wait.

Your landlord reviews portal repair reports during their office hours. A report submitted outside those hours waits until the next working day. Submitting a report through the portal guarantees no response time, and your landlord sets repair priorities under your tenancy agreement and the law.

6. Payments

Payments made through the portal go to Stripe, which processes them and passes the funds to your landlord. We hold no funds ourselves and we never see your full card number. A payment appears in your rent account once Stripe confirms it, which can take up to three working days.

Your rent falls due under your tenancy agreement whether or not the portal works, so use another payment method if the portal is unavailable. Where a payment fails or a chargeback happens, the amount returns to your rent account as outstanding.

7. What you upload

You keep ownership of the photographs, videos, documents and messages you upload. You give your landlord a licence to store, copy, display and share that content for the purpose of managing the building and your tenancy, and you give us the technical licence we need to host it on their behalf.

Do not upload content that:

• shows another person inside their home without their agreement
• infringes someone else's copyright
• threatens, harasses or defames anyone
• contains malware
• misrepresents a repair or a claim

We remove content that breaks these rules and report unlawful content to the police.

8. What you must not do

Do not attempt to reach another resident's account or data. Do not probe, scan or test the security of the portal. Do not scrape, copy, decompile or reverse engineer the software. Do not introduce malicious code. Do not use automated tools to submit reports or bookings. Do not use the portal for any commercial purpose unconnected to your tenancy.

Several of these amount to offences under the Computer Misuse Act 1990, and we report suspected offences to the police.

9. Availability

We aim to keep the portal running at all times, and we take it down for maintenance when we need to. We promise no uninterrupted service. We post notice of planned maintenance in the portal where the schedule allows.

We may change, withdraw or replace features. Where a change materially affects how you manage your tenancy, we give 14 days' notice in the portal.

10. Intellectual property

Bushen Garvie Ltd owns the portal software, its design, code, structure and branding. Your landlord owns the building name, logo and the content they publish. You get a personal, non-transferable licence to use the portal in connection with your tenancy, and nothing more.

11. Our liability

We exclude no liability for death or personal injury caused by our negligence, for fraud, or for anything else the law prevents us from excluding. Nothing here affects your statutory rights as a consumer or your landlord's repairing obligations under your tenancy and under the Landlord and Tenant Act 1985.

Beyond that, we accept no liability for business losses or loss of profit, for a decision your landlord takes, for a repair your landlord delays, or for a loss you could have avoided by using the emergency contacts in section 5 during a portal outage. We are not responsible for content or services on third party websites linked from the portal.

Where you have a claim connected to your tenancy, bring it against your landlord.

12. Third party services

The portal runs on Supabase and Lovable infrastructure and takes payments through Stripe. Their availability affects ours. Stripe's own terms apply to the payment service it provides to you directly.

13. Your data

Our privacy policy at essentiahouse.co.uk/privacy explains what happens to your personal data, which organisation controls each part of it, and how to exercise your rights.

14. Ending access

Your portal access ends when your tenancy ends or when your landlord closes your account. You get 30 days from the end date to download your documents and payment history. After that we close the account and handle the records under the retention periods in the privacy policy.

We suspend access immediately where we suspect fraud, unauthorised access or a serious breach of these terms, and we tell you why unless the law stops us.

15. Changes to these terms

We update these terms when the portal or the law changes. The version and date at the top show the current edition. We post material changes in the portal 14 days before they take effect, and continuing to use the portal after that means you accept the new version.

16. General

If a court finds part of these terms unenforceable, the rest continues to apply. Failing to enforce a term at one point waives nothing later. These terms bind you and us, and nobody else can enforce them.

English law governs these terms. The courts of England and Wales have jurisdiction, and you may bring proceedings in Scotland or Northern Ireland if you live there.

17. Complaints

Raise anything about your tenancy, your rent or a repair with your landlord or managing agent, who runs their own complaints procedure.

Raise a fault, an outage or a data question about the portal with us at privacy@bushengarvie.com or +44 (0) 7375 564 174. We acknowledge within 5 working days and respond within 20. Complaints about how your personal data has been handled can also go to the Information Commissioner's Office at ico.org.uk.