Clear terms for practical support.

About these terms

These Terms & Conditions apply to the use of the WILLOWSAND PROPERTY MANAGEMENT LIMITED website and to residential building management and building operations support services supplied by the company where a service engagement is agreed.

By using this website, you acknowledge these terms. Where you engage us for services, the specific scope, requirements, responsibilities and arrangements for that engagement will also form part of the agreed service arrangement.

Our services

WILLOWSAND PROPERTY MANAGEMENT LIMITED provides residential building management and building operations support for apartment blocks, residential developments and managed residential buildings.

Depending on the agreed scope, our services may include:

• Building Management & Operations
• Routine Repairs & Maintenance
• Building Inspections and routine building checks
• Resident Liaison & Communication
• Contractor & Planned Works Coordination
• Building Management Reviews

Building information and records may form part of these services where included in the agreed scope.

The services available to a client will depend on the requirements of the building and the scope agreed before work begins.

Service scope

Each engagement is considered according to the individual building, existing management arrangements and support required.

Before work begins, we may discuss and confirm matters such as:

• The building or residential development concerned
• The areas requiring support
• The information available for review
• The expected service activities or practical outputs
• The responsibilities of the client and other appointed parties
• The expected timing of the agreed work

Any material change to an agreed scope may require the revised requirements and any additional work to be discussed and agreed before that work is undertaken.

Enquiries and service requests

Initial enquiries can be submitted through the website contact form or by using our published contact details.

An enquiry does not automatically create a service engagement. We will first consider the information provided and, where appropriate, discuss the requirements with the prospective client.

A service will only be treated as agreed once the relevant scope and service arrangements have been confirmed.

Client information and responsibilities

Clients are responsible for providing information that is reasonably required for the agreed service.

Information supplied to us should, to the client’s knowledge, be accurate, current and relevant to the matter being discussed.

Where information is incomplete, outdated or unavailable, this may affect the scope, timing or usefulness of the service.

Clients remain responsible for decisions made by them or by their appointed representatives in relation to their building.

Professional boundaries

Our services are focused on residential building management, operational organisation, routine coordination and communication support.

Unless expressly agreed and appropriately arranged, our services do not constitute:

• Legal advice or legal representation
• Financial advice or investment advice
• Mortgage or lending advice
• Property sales or estate agency services
• Specialist surveying or engineering services
• Building certification or statutory inspection services

Where a matter requires specialist professional assessment, the client remains responsible for appointing an appropriately qualified or authorised professional.

Routine repairs & maintenance

Routine repairs and maintenance support may include organising maintenance requirements, communicating with appointed contractors, following up outstanding matters and keeping agreed actions visible.

The nature and extent of support will depend on the agreed service scope and the existing responsibilities for the building.

Where specialist diagnosis, technical assessment, certification or other professional work is required, the appropriately appointed specialist remains responsible for that work.

Building inspections and routine checks

Building inspections and routine building checks may be carried out or supported where included within the agreed scope.

Observations from routine checks may be recorded and brought to the attention of the relevant building representative or client.

Routine checks do not replace specialist surveys, structural assessments, fire safety assessments, engineering inspections, statutory inspections or other specialist professional services where those services are required.

Resident liaison & communication

Resident liaison and communication support may include building notices, maintenance updates, planned works information, resident enquiries and follow-up communication within the agreed scope.

Communication support is provided according to the information available and the responsibilities agreed for the building.

Formal notices, statutory communications and communications required to be issued by a particular responsible party remain the responsibility of that party unless otherwise agreed.

Contractor & planned works coordination

Where included within the agreed scope, we may assist with the practical coordination of appointed contractors and planned works.

This may include communicating requirements, organising timing, supporting access arrangements, sharing relevant information and following up agreed actions.

Contractors and other external providers remain responsible for the work, materials, workmanship, qualifications, certification and professional obligations associated with their services.

Building information and records

Building information and records may form part of our services where included in the agreed scope.

This may include organising supplied property information, maintenance records, inspection notes, contractor details, building notices and other relevant management information.

Information supplied to us remains subject to the accuracy and completeness of the source information made available for review.

Organising building information does not replace specialist professional inspection, certification or assessment where such work is required.

Building management reviews

A building management review considers the practical organisation of building matters within the agreed scope.

Depending on the engagement, this may include reviewing existing arrangements, outstanding matters, maintenance processes, resident communication, building information and recurring operational requirements.

Any observations or recommendations are based on the information made available for the agreed review.

A management review does not constitute legal, financial or specialist technical advice.

Fees and payment

Where a service is chargeable, the applicable fee and payment arrangement will be communicated before the service is confirmed.

Payment may be required before a consultation, review, preparation task or other agreed service begins, depending on the agreed arrangement.

The client is responsible for providing complete payment information and making payment within the agreed timeframe.

No additional service or material change to an agreed scope will be treated as included unless it has been agreed between the parties.

Cancellation and refunds

Service cancellation is handled in accordance with our Service Cancellation Policy.

Where cancellation is requested before the agreed service has commenced, any applicable payment return will be considered according to the circumstances and agreed service terms.

Where consultation, information review, preparation or other agreed work has already started, any applicable payment return may take account of the work already completed.

Services that have been fully completed will generally not be eligible for cancellation or payment return, subject to any rights that cannot lawfully be excluded or restricted.

Website information

We aim to keep the information on this website clear and useful, but website content is provided for general information about our business and services.

Website information should not be treated as a substitute for consideration of the specific circumstances of an individual building or service requirement.

We may update, amend or remove website content when our services, business information or website arrangements change.

Intellectual property

Unless otherwise stated, the website design, written content, graphics, branding and other original materials made available through this website belong to or are used by WILLOWSAND PROPERTY MANAGEMENT LIMITED with the appropriate permission.

Website materials must not be copied, reproduced, republished, adapted or distributed for commercial use without appropriate permission.

This does not affect rights that apply to materials belonging to third parties or rights that cannot lawfully be restricted.

External websites and services

The website may contain links to or features provided by external websites or service providers.

External services operate under their own terms, privacy arrangements and policies. We are not responsible for the content, availability or operation of external websites that are outside our control.

Availability of the website

We aim to keep this website available and functioning properly, but uninterrupted availability cannot be guaranteed.

Temporary interruption may occur because of maintenance, updates, hosting arrangements, technical issues or circumstances outside our reasonable control.

Limitation of responsibility

We will provide agreed services with reasonable care and skill. However, building management activities may depend on information supplied by clients, decisions made by building representatives and the actions of third-party providers.

We are not responsible for matters that arise solely from inaccurate or incomplete information supplied to us, decisions made independently by a client or authorised representative, or the acts or omissions of an independent third party, except where responsibility cannot lawfully be excluded.

Nothing in these Terms & Conditions limits or excludes any liability or legal right that cannot lawfully be limited or excluded.

Complaints and service enquiries

Complaints and service enquiries are handled in accordance with our Complaints & Service Enquiries Policy.

We aim to acknowledge enquiries and complaints within 2 working days, with initial reviews normally carried out within 5 working days and substantive responses generally provided within 10 working days where the matter can be resolved within that period.

The nature and complexity of a matter may affect the time required to review and respond. Where additional information or time is required, we will explain this as appropriate.

Changes to these terms

We may update these Terms & Conditions when there are changes to our services, website arrangements, business operations or applicable requirements.

The version published on this website will apply to future website use and, where relevant, future service arrangements.

Where an existing engagement is already subject to separately agreed terms, those agreed arrangements will continue to apply unless the parties agree otherwise or an update is required by applicable law.

Governing law

These Terms & Conditions and any non-contractual matters arising from them are governed by the laws of England and Wales, except where applicable law requires otherwise.

Subject to any mandatory rights or jurisdictional rules that apply, the courts of England and Wales will have jurisdiction over disputes arising in connection with these terms.

Contact information

If you have a question about these Terms & Conditions, a service arrangement or an existing enquiry, you can contact WILLOWSAND PROPERTY MANAGEMENT LIMITED directly.