L&Q charcoal textured image on content page header

L&Q online account terms & conditions

1. These terms

1.1 What these terms cover

These are the terms that cover any online resident account opened by you and any online payments made through that account. Full details of our online resident accounts and how they can be used to manage your home and make payments can be found on our website: www.lqgroup.org.uk.

1.2 Why you should read them

Please read these terms carefully. These terms tell you who we are, how to set up and use your online resident account and make payments, what to do if there is a problem and other important information.

1.3 We may make changes to these terms

We may amend these terms from time to time. Every time you wish to use your online resident account, please check these terms to ensure you understand the terms that apply at that time. The latest version of these terms can be found on this page. These terms were most recently updated on 1 December 2020.

2. Information about us and how to contact us

2.1 Who we are 

We are London & Quadrant Housing Trust, a society registered under the Co-operative and Community Benefit Societies Act 2014. Our registration number is 30441R and our registered office is at 29-35 West Ham Lane, Stratford, London E15 4PH.

2.2 How to contact us 

If you have any queries relating to your online resident account or any payments made by you, please contact us or submit a query online.

2.3 How we may contact you

If we have to contact you we will do so by telephone or by writing to you at the email address or postal address registered to your online resident account.

3. Online resident account

3.1 How to set up and use your online resident account

You must register for an online resident account in order to manage your home online and make online payments. Online resident accounts can only be opened by those persons who have a current contract with us.

3.2 You must keep your online resident account details safe

If you choose, or you are provided with, a user identification name, password or any other piece of information as part of our security procedures, you must treat this information as confidential. You must not disclose it to any third party.  We have the right to disable any user identification code or password, whether chosen or not by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms. If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us.

3.3 What to do if you think your online resident account information is wrong

If you think any of your online resident account information is wrong please contact us promptly to let us know. We may update or require you to update content relating to your home on your online resident account.

3.4 Send us a message, feedback, update or upload content to your account

Whenever you make use of a feature that allows you to send us messages, feedback or update or upload content or documents to your account you must comply with the content standards set out in these terms (see 3.5 below). You confirm that we are able to use, store and copy that content and to distribute and make it available to third parties in order for us to provide the online resident account (and any related services you request) to you. We have the right to remove any content posting you make to your account if, in our opinion, your post does not comply with the content standards set out in these terms. You are solely responsible for securing and backing up your content and documentation.

3.5 Content standard

These content standards apply to any and all material which you contribute to your account and to any interactive service (including live chat) associated with it. The content standards must be complied with in spirit as well as to the letter. The standards apply to each part of any contribution as well as to its whole. A contribution must:

(a) be accurate (where it states facts)
(b) be genuinely held (where it states opinions)
(c) comply with the law applicable in England and Wales and in any country from which it is posted

A contribution must not:

(d) be defamatory of any person
(e) be obscene, offensive, hateful or inflammatory
(f) bully, insult, intimidate or humiliate
(g) promote discrimination based on race, sex, religion, nationality, disability, sexual orientation or age
(h) infringe any copyright, database right or trademark of any other person
(i) be likely to deceive any person
(j) breach any legal duty owed to a third party, such as a contractual duty or a duty of confidence
(k) promote any illegal content or activity
(l) be in contempt of court
(m) be threatening, abuse or invade another's privacy, or cause annoyance, inconvenience or needless anxiety
(n) be likely to harass, upset, embarrass, alarm or annoy any other person
(o) impersonate any person or misrepresent your identity or affiliation with any person

3.6 Your information technology

You are responsible for configuring your information technology, computer programmes and platform to access your online resident account. You should use your own virus protection software. We are not responsible for viruses and you must not introduce them.

4. Making payments online

4.1 How it works

You can make online payments of your rent or other sums which may fall due under your agreement to us via your online resident account.

4.2 How you can pay

Payment can be made by debit or credit card. All payments must be made in GBP Sterling. 

4.3 Our payment solution provider

When making a payment in your online resident account, you will be re-directed and asked to enter your address and payment card information into a webform maintained and administered by Bottomline (UK) Limited so your payment can be processed.  Bottomline’s third party card gateway (Cardstream) is compliant with the Payment Card Industry Data Security Standard (PCI DSS).  Once a payment has been verified and received by Bottomline, the payment may not be cancelled. In certain circumstances you may be entitled to a refund in accordance with our refund process. You can choose whether to save your card details to make future payments.

4.4 Confirmation of payment

We will confirm when we have received your payment by sending an email to you. If you do not receive a valid confirmation receipt, do not assume that we have received the payment. Please contact us by emailing our Revenue team or by calling our customer service centre on 0300 456 9996 and asking to speak to the Revenue team. If the payment has not been confirmed, you should pay the relevant sum another way. Our other payment channels are described on our how to make a payment page.

4.5 Your reference number

We will assign a reference number to your payment. It will help us if you can tell us the reference number whenever you contact us about your payment.

5. Prohibited uses

5.1 You may use your resident online account only for lawful purposes. You may not use it:

(a) in any way that breaches any applicable local, national or international law or regulation
(b) in any way that is unlawful or fraudulent or has any unlawful or fraudulent purpose or effect
(c) to knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware

6. Your rights to close your online resident account

6.1 Tell us you want to close your account

To close your online account with us, please let us know by doing one of the following:

(a) Call our customer service centre on 0300 456 9996 or email us. Please provide your name, home address, tenancy reference your phone number and email address

(b) Close your account by completing the online account request form.

This will not affect your tenancy which will continue in accordance with its terms.

7. Breach of these terms

7.1 When we consider that a breach of these terms has occurred, we may take such action as we deem appropriate which may result in our taking all or any of the following actions:

(a) immediate, temporary or permanent withdrawal of your right to use you online resident account
(b) immediate, temporary or permanent removal of any contribution uploaded by you to your online resident account
(c) issue of a warning to you
(d) legal proceedings against you for reimbursement of all costs on an indemnity basis (including, but not limited to, reasonable administrative and legal costs) resulting from the breach
(e) further legal action against you
(f) disclosure of such information to law enforcement authorities as we reasonably feel is necessary or as required by law

7.2 We exclude our liability for all action we may take in response to breaches of these terms. The actions we may take are not limited to those described above, and we may take any other action we reasonably deem appropriate.

8.No guarantee

8.1 No guarantee your online resident account will always be available

We do not guarantee that your online resident account will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our site or your online resident account for business and operational reasons.

8.2 We are not responsible for delays outside our control

If we are unable to complete any request relating to your online resident account or if completion of any request is delayed by an event outside our control then we will contact you as soon as possible to let you know.

8.3 What will happen if you do not give required information to us

We may need certain information from you so that we can complete requests relating to your online resident account, for example, your tenancy or customer reference and date of birth are required to sign up. If so, this will have been stated on our website. If you do not give us this information or if you give us incomplete or incorrect information, we may not be able to provide you with your online resident account or satisfy any request relating to it. We will not be responsible for any delays caused by this.

8.4 Changes to your online resident account

We may change the services we offer via your online resident account:

(a)to reflect our residents’ needs and our business priorities
(b)to reflect changes in relevant laws and regulatory requirements
(c)to implement minor technical adjustments and improvements

9. Our responsibility for loss or damage suffered by you

9.1 We do not exclude or limit in any way our liability to you where it would be unlawful to do so

This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to your online resident account.

9.2 It is your responsibility to ensure your details are correct and payments are received in good time

We will not be liable to you for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with:

(a)use of or reliance on any content displayed on your online resident account
(b)use of, or inability to use, our your online resident account
(c)incorrect data provided by you
(d)any payment that is refused or declined by a debit or card issuer for any reason. If your debit or credit card issuer declines payment, we are under no obligation to bring this fact to your attention. You should check with your bank and/or debit or credit card issuer that payment has been deducted from the corresponding account

9.3 Personal use only

You agree not to use your online resident account for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

10. How we may use your personal information

10.1 How we may use your personal information

We will only use your personal information as set out in our Privacy policy.

11. Other important terms

11.1 If a court finds part of these terms illegal, the rest will continue in force

Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

11.2 Even if we delay in enforcing these terms, we can still enforce them later

If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking these terms, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

11.3 Which laws apply to these terms and where you may bring legal proceedings

These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts.