Disclaimer

Last updated: November 2025

This Disclaimer forms part of our overall legal notices, including Privacy, Accessibility, and Terms, all available via our website footer.

Compliance Statement

The Disclaimer for Vacant Management is regularly reviewed and updated to comply with current UK law, including property management and sole trader regulations. Our aim is to provide clarity, fairness, and the highest level of consumer protection. If you have any questions regarding compliance, policies, or your rights as a client, please email robert@vacantmanagement.co.uk.

IMPORTANT CONSUMER & LEGAL NOTICE

Nothing in this Disclaimer excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or seeks to exclude statutory consumer rights or remedies, including services performed with reasonable care and skill under the Consumer Rights Act 2015. Your statutory rights as a consumer are unaffected by any terms in this Disclaimer.

SOLE TRADER STATUS & UNLIMITED LIABILITY

Robert Neville trades as Vacant Property Management as a sole trader. There is no legal distinction between Robert Neville personally and the business. Robert Neville has unlimited personal liability for all business debts and obligations. In the event the business cannot meet its financial obligations, Robert Neville's personal assets may be at risk.

BUSINESS NAME & CONTACT DISCLOSURE

As required by the Companies Act 2006, the following details are disclosed:

Full name of proprietor: Robert Neville
Trading name: Vacant Property Management
Principal business address: Suite 86, 23 King Street, Cambridge, CB1 1AH
Contact email: robert@vacantmanagement.co.uk
Phone: 01223 398995 / 07582 853668

This information is accessible on our website, business correspondence, and service agreements.

KEY TERMS SUMMARY

Property Inspections: Visual, non-invasive external and internal checks only; not structural surveys, not building surveys, and not technical assessments. Inspections do not include:

Hidden defects, latent issues, or problems not visible to the naked eye
Structural integrity, damp testing, or electrical/gas safety assessments
Issues requiring specialist equipment or invasive investigation
Pre-existing damage or deterioration not documented in initial reports

Key Holding:

Secure storage and handling procedures are maintained in accordance with BS7858 security screening standards and insurance requirements. Keys are stored in a secure, insured location and handled under strict protocols as detailed in the separate Key Holding Agreement, which forms an integral part of any service contract.

DBS Clearance:

The proprietor holds a current Enhanced DBS certificate suitable for unaccompanied property access. Certificate details and disclosure number available to clients on written request.

Third-Party Work:

Where contractors or tradespeople are recommended or coordinated, separate contracts exist between you and those third parties. Vacant Property Management acts as an intermediary only and exercises reasonable care and skill in:

Selecting competent, insured contractors
Coordinating access and scheduling
Communicating instructions and requirements
Monitoring completion of work

Liability for workmanship, quality, timeliness, or defects in third-party work remains with the contractor, not with Vacant Property Management. Clients are advised to verify contractor insurance and credentials independently.

Service Capacity: Availability limited by the proprietor's personal capacity and circumstances. Service continuity may be affected by illness, emergency, or absence. In the event of a planned absence exceeding 7 days, clients will be notified with alternative emergency contacts provided.

Geographic Area: Services primarily within Cambridge, Cambridgeshire, Suffolk, and Essex. Requests outside these areas may be declined at the proprietor's discretion.

Insurance: The business maintains:

Professional Indemnity Insurance: minimum £250,000 per claim
Public Liability Insurance: minimum £2,000,000 per occurrence
Key Holding Insurance: as required by the insurer for secure storage

Evidence of current cover available to clients on written request. Insurance does not eliminate personal unlimited liability as a sole trader.

SERVICE DESCRIPTIONS & SCOPE LIMITATIONS

What Our Services Include:

Regular visual property inspections (frequency as agreed)
Secure key holding and access coordination
Liaison with utility providers and local authorities (on instruction)
Arranging and coordinating maintenance contractors
Emergency response within reasonable timeframes
Photography and written inspection reports
Basic property security checks

What Our Services Exclude:

Structural surveys, technical assessments, or specialist inspections
Legal advice, financial advice, or insurance advice
24/7 guaranteed emergency response (reasonable efforts only)
Property management decisions requiring owner authorisation
Responsibility for contractor workmanship or completed work
Guarantees regarding the property condition or the prevention of all damage
Services requiring professional qualifications not held by the proprietor

All services are performed with reasonable care and skill in accordance with the Consumer Rights Act 2015.

LIMITATION OF LIABILITY

Nothing in this Disclaimer limits liability for:

Death or personal injury caused by negligence
Fraud or fraudulent misrepresentation
Breach of statutory duty to exercise reasonable care and skill
Willful misconduct or gross negligence
Any other liability that cannot legally be excluded or limited under English law

For Consumer Customers:

All statutory rights under the Consumer Rights Act 2015 are preserved in full. No limitation or exclusion applies to consumer contracts beyond what is permitted by law.

For Business Customers Only (Not Consumers):

Subject to the requirement of reasonableness under the Unfair Contract Terms Act 1977, and excluding the categories above, liability is limited as follows:

For key holding services, property security breaches, or loss/theft of keys: Liability capped at the lower of (a) actual proven losses or (b) £10,000 per incident, subject to proof that all security protocols were properly followed
For inspection services, reporting errors, or failure to identify issues: Liability capped at the lower of (a) actual proven losses directly resulting from the specific error or (b) £5,000 per incident
For coordination of third-party contractors: Liability capped at £2,500 per incident and limited to demonstrable negligence in contractor selection or coordination only (not contractor workmanship)
For all other services not specified above: Liability capped at the total fees paid by the client in the preceding 12 months
Aggregate annual cap: Total liability to any single business client in any 12-month period shall not exceed £25,000 across all claims and incidents

These limitations apply only to business customers and only where reasonable under UCTA 1977. Factors affecting reasonableness include relative bargaining positions, insurance availability, and the nature of losses.

Excluded Losses:

To the extent permitted by law and subject to reasonableness, the following losses are excluded for business customers:

Indirect or consequential losses
Loss of profits, revenue, or business opportunity
Loss of goodwill or reputation
Loss of data (unless caused by negligence in handling client information)
Losses arising from the client's failure to follow recommendations

Unlimited Liability Notice: As a sole trader, Robert Neville remains personally liable for all business obligations regardless of caps stated above. Insurance coverage is maintained, but may not cover all scenarios.

PRE-EXISTING CONDITIONS & CLIENT RESPONSIBILITIES

Vacant Property Management is not liable for:

Pre-existing damage, defects, or deterioration not documented in the initial property assessment
Damage caused by extreme weather, acts of God, or force majeure events outside reasonable control
Issues arising from the client's failure to maintain adequate property insurance
Losses resulting from the client's failure to act on recommendations made in inspection reports within reasonable timeframes
Damage caused by unauthorised third-party access or criminal activity (unless directly caused by proven negligence in key security)
Regulatory compliance issues predating the commencement of services

Clients are responsible for:

Maintaining adequate building and contents insurance throughout the service period
Providing accurate information about the property condition, history, and specific requirements
Authorising necessary maintenance and repairs in a timely manner
Complying with all legal and regulatory requirements as property owners
Ensuring all utility accounts and bills are properly set up and funded
Providing emergency contact details and keeping these updated

COMMUNICATION & RESPONSE TIMES

Standard Response Times (not guaranteed):

Email inquiries: 2 business days
Non-urgent maintenance issues: 3-5 business days to coordinate
Emergency situations: reasonable efforts to respond within 4 hours during business hours (09:00-17:00 Monday-Friday)

Out-of-Hours Emergencies:

Limited availability outside business hours. Emergency contacts provided but response not guaranteed. Clients should have contingency plans for genuine emergencies requiring immediate attention.

Required Client Notice Periods:

Service changes or modifications: 7 days' written notice
Property access changes: 48 hours' notice minimum
Termination of services: as per service agreement (typically 30 days)

Failure to provide required notice may affect service quality and the proprietor's ability to fulfill obligations.

THIRD-PARTY CONTRACTORS & INTERMEDIARY ROLE

Where Vacant Property Management recommends, coordinates, or arranges third-party contractors:

Due Diligence: Reasonable care and skill is exercised in selecting contractors, including verification of:
- Public liability insurance (minimum £2,000,000)
- Professional qualifications and trade memberships, where applicable
- References or track record, where available
Direct Contracts: All contracts for work are directly between the client and the contractor. Payment arrangements are between these parties unless alternative arrangements are agreed in writing.
Limited Liability: Vacant Property Management is not liable for:
- Quality, timeliness, or completeness of contractor work
- Contractor negligence, errors, or defects in workmanship
- Contractor's failure to complete work or insolvency
- Disputes between the client and the contractor regarding payment or standards
- Contractor breach of contract or warranty
Coordination Services: Responsibility is limited to administrative coordination only, exercised with reasonable care and skill.

GENERAL INFORMATION DISCLAIMER

Information provided on the website, in correspondence, or during consultations is for general guidance only. While reasonable efforts are made to ensure accuracy, no warranties or representations are made regarding completeness, accuracy, reliability, or suitability for any particular purpose.

This is not professional advice: Content does not constitute legal, financial, insurance, surveying, or property investment advice. Clients should consult appropriate qualified professionals before making decisions.

EXTERNAL LINKS & THIRD-PARTY CONTENT

Links to third-party websites are provided for convenience only. Vacant Property Management has no control over external content or availability and does not endorse, guarantee, or accept responsibility for the accuracy or completeness of third-party information.

DATA PROTECTION & PRIVACY

Personal data is processed in accordance with the Data Protection Act 2018 and UK GDPR. Full details are provided in the separate Privacy Policy available at vacantmanagement.co.uk/privacy. Key points include:

Data is processed lawfully, fairly, and transparently
Data is used only for specified, explicit purposes related to service delivery
Data is kept secure and retained only as long as necessary
Clients have the right to access, rectify, or erase personal data

ALTERNATIVE DISPUTE RESOLUTION (ADR)

Internal Complaints Process: Clients should first direct complaints to:
Robert Neville
Suite 86, 23 King Street, Cambridge, CB1 1AH
Email: robert@vacantmanagement.co.uk

Phone: 01223 398995

We aim to acknowledge complaints within 2 business days and provide a substantive response within 14 days.

Independent ADR: If complaints cannot be resolved internally, Vacant Property Management commits to using Alternative Dispute Resolution.

Clients may refer unresolved disputes to:

The Property Redress Scheme
Website: www.propertyredress.co.uk
(Approved ADR provider under the Alternative Dispute Resolution for Consumer Disputes Regulations 2015)

(Chartered Trading Standards Institute-approved ADR body)

ADR is a free, independent dispute resolution service for consumers. Business customers may also access ADR, but fees may apply. Using ADR does not affect statutory rights or the right to pursue legal action.

FORCE MAJEURE

Vacant Property Management is not liable for delays, non-performance, or failure to provide services due to events beyond reasonable control, including but not limited to:

Severe weather, flooding, fire, or natural disasters
War, terrorism, or civil unrest
Government restrictions, legislation, or pandemic measures
Utility failures, telecommunications failures, or internet outages
Labour disputes, strikes, or supplier failures
Serious illness, accident, or incapacity of the sole proprietor

In such events, reasonable efforts will be made to notify affected clients as soon as practicable and to resume services when circumstances permit. Services will continue to be performed with reasonable care and skill when circumstances allow.

INSURANCE REQUIREMENTS & EVIDENCE

Current insurance certificates evidencing the following cover are available to clients on written request:

Professional Indemnity Insurance: £250,000 minimum per claim, aggregate annual limit as per policy
Public Liability Insurance: £2,000,000 per occurrence
Key Holding Insurance: Compliant with insurer requirements for secure storage and BS7858 security screening

Insurance is subject to policy terms, conditions, and exclusions. The existence of insurance does not limit the unlimited personal liability of the sole trader or create additional obligations beyond those stated in this Disclaimer.

PRICING, QUOTATIONS & PAYMENT

All prices, estimates, and quotations are indicative only until confirmed in writing following property assessment. Prices are subject to change and confirmation after:

Initial property inspection
The full scope of services is agreed
Any special requirements or circumstances are identified

Payment terms are as specified in individual service agreements. Late payment may result in suspension of services. Clients remain liable for payment for services rendered prior to termination or suspension.

CHANGES TO THIS DISCLAIMER

Vacant Property Management reserves the right to update this Disclaimer at any time. Material changes will be communicated to active clients by email at least 14 days before taking effect. Continued use of services after changes take effect constitutes acceptance of revised terms.

Statutory consumer rights are not affected by any changes.

GOVERNING LAW & JURISDICTION

This Disclaimer and all services are governed by the laws of England and Wales. Disputes are subject to the exclusive jurisdiction of the courts of England and Wales. Statutory rights under UK consumer law, including the Consumer Rights Act 2015, are preserved in full and cannot be excluded.

SEVERABILITY

If any provision of this Disclaimer is found to be unenforceable, invalid, or contrary to law by a court of competent jurisdiction, that provision shall be severed and the remaining provisions shall continue in full force and effect.

ENTIRE AGREEMENT (Business Customers Only)

For business customers, this Disclaimer, together with the Service Agreement and Key Holding Agreement (where applicable) constitutes the entire agreement between the parties and supersedes all prior representations, communications, or agreements. No variation shall be effective unless agreed in writing and signed by both parties.

For consumer customers, statutory rights and protections override any contractual terms and cannot be excluded.