Terms of Service

Welcome to Social Home (“we,” “us,” or “our”), a comprehensive property management platform designed for social housing organisations. These Terms of Service (“Terms”) govern your use of our website, mobile applications, and services (collectively, the “Service”).

By accessing or using our Service, you agree to be bound by these Terms. If you do not agree to these Terms, please do not use our Service.

Social Home provides a comprehensive property management platform that includes:

Account Creation

To access certain features of the Platform, you must create an account. You agree to:

• • Provide accurate and complete information during registration
• • Maintain the confidentiality of your account credentials
• • Notify us immediately of any unauthorised use of your account
• • Accept responsibility for all activities under your account

User Responsibilities

You agree to:

• • Use the Platform only for lawful purposes
• • Not violate any applicable laws or regulations
• • Not attempt to gain unauthorised access to the Platform
• • Not interfere with the proper functioning of the Platform
• • Not upload malicious code or harmful content
• • Respect the privacy and rights of other users

Your privacy is important to us. Our collection and use of personal information is governed by our Privacy Policy and applicable data protection laws, including GDPR.

By using our Service, you consent to the collection, processing, and storage of your data as described in our Privacy Policy.

Our Rights

The Platform and its content, features, and functionality are owned by Social Home and are protected by copyright, trademark, and other intellectual property laws. You may not reproduce, distribute, or create derivative works without our express written permission.

User Content

You retain ownership of any content you upload to the Platform. By uploading content, you grant us a non-exclusive, royalty-free, worldwide licence to use, display, and process that content solely for the purpose of providing the Service.

While we strive to maintain high availability, we do not guarantee that the Service will be uninterrupted or error-free. We reserve the right to modify, suspend, or discontinue the Service at any time.

The Platform is provided “as is” without warranties of any kind. We disclaim all warranties, express or implied, including but not limited to merchantability, fitness for a particular purpose, and non-infringement.

Social Home uses artificial intelligence (AI) in several parts of our Service. This section explains how AI is used, your rights under the EU AI Act (Regulation 2024/1689), and how to exercise those rights.

AI Chatbots and Automated Responses (Article 50, EU AI Act)

When you interact with our AI-powered concierge via SMS, telephone, email, or WhatsApp, you are communicating with an AI system. We will always disclose this at the start of each interaction. You may request to speak with a human member of staff at any time by saying “speak to a human” or contacting us directly.

AI-Generated Content

Some documents, contract drafts, property listings, and communications produced through the Platform may be generated with AI assistance. AI-generated content is always presented as a draft for human review before use in legally significant contexts (such as tenancy agreements). We recommend professional review for all legally binding documents.

Automated Decision-Making

Some features use AI to produce recommendations (for example, arrears risk alerts, pricing suggestions, compliance assessments, identity verification, income verification, or applicant scoring during a tenancy application). Where these recommendations may affect you materially:

• • A human reviewer is involved before any final decision takes effect
• • No AI system makes binding decisions about your housing, finances, or rights without human oversight
• • You may request an explanation of any AI-assisted recommendation affecting you
• • You may request human review of any automated output
• • You may appeal any decision via the contact details below

Identity verification during a tenancy application (matching your ID document to a selfie) uses a human reviewer whenever the check does not clearly pass — your application is never rejected on the AI result alone. Where the check clearly passes, it currently proceeds automatically; human review is available on request for that outcome too.

Right to Explanation

You have the right to request information about how an AI system contributed to a decision affecting you. Please submit requests to ai-compliance@social-home.co.uk. We will respond within 30 days.

To the maximum extent permitted by law, Social Home shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or related to your use of the Service.

Our total liability shall not exceed the amount paid by you for the Service in the 12 months preceding the claim.

We may terminate or suspend your account and access to the Service immediately, without prior notice or liability, for any reason, including breach of these Terms.

Upon termination, your right to use the Service will cease immediately. All provisions of these Terms that by their nature should survive termination shall survive, including ownership provisions and limitation of liability.

These Terms shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising out of or relating to these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

We reserve the right to modify these Terms at any time. We will notify users of material changes by email or through the Platform. Your continued use of the Service after such notification constitutes acceptance of the modified Terms.

If you have any questions about these Terms, please contact us: