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General Terms And Conditions


This page explains the terms and conditions under which this website - (the "Site") is made available to you (the "Terms of Service").

Please take your time reading this page. By using the Site or any part of it, you agree to abide by the Terms of Service. You should save a copy of this page for future use. If you violate any of the Terms of Service, your permission to use the Site will be automatically revoked, and you must immediately destroy any content extracts downloaded from the Site.

Please keep in mind that these Terms of Service do not apply to any of our other websites or any third-party websites to which the Site links. If you provide us with any information about yourself, we will only use it in accordance with our privacy statement (details of which are available here)

This Site is owned and operated by Ridge PM Ltd (trading as “ila”), a company registered in England and Wales under registration number 14079150, with a registered address at 6 Poland Street, 4th Floor, London, England, W1F 8PS. Our VAT number is 428352983.

Please contact us at [email protected] if you have any questions, complaints, or comments about the Site or these Terms of Service.

You confirm that:

  • All information and details you provide to us are true, accurate and up to date in all respects and at all times;
  • You will comply with the restrictions on your use of the Site as set out in these Terms of Service; and
  • In relation to any material, comments or ideas which you submit to us, that you have the right to do so and have obtained all necessary licences and/or approvals.

You agree that in using the Site you will not:

  • Use the Site in any way that may lead to the encouragement, procurement or carrying out of any criminal activity;
  • Use the Site in any way that interrupts, damages, impairs or renders the Site less efficient;
  • Transfer files which contain viruses, trojans or other harmful programs; or
  • Use the Site for any purpose other than your personal use.


Your use of the Site and its contents grants no rights to you in relation to our intellectual property rights including, without limitation, copyright, trademarks, logos, graphics, photographs, animations, videos and text or the intellectual property of third parties in the Site and its contents.

You may not copy, reproduce, republish, download, post, broadcast, record, transmit, commercially exploit, edit, communicate to the public or distribute in any way the Site pages, any content on the Site or the computer codes of elements comprising the Site other than for your own personal use.

Subject to the above, you may download insubstantial excerpts of the Site’s content to your hard disk for the purpose of viewing it, provided that no more than one copy of any information is made and that you keep intact all copyright and other proprietary notices.

Any use which is not permitted by these Terms of Service may only be undertaken with our prior express authorisation.

Your use of any information contained in emails or other communications which you receive from us will be subject to these Terms of Service.

If you submit any material, comments or ideas (“Feedback”) to us in relation to the Site or any document or other information which originates from us or relates to us, such Feedback will be treated as non-confidential and you grant us a right to use such Feedback at our own discretion in any media including, without limitation, to edit, copy, reproduce, disclose it to any other person, and/or post it on the Site. Further, we may use or exploit without any payment to you any ideas, concepts, know-how or techniques contained in such Feedback for any purpose whatsoever including, but not limited to, developing, manufacturing and marketing products or services which incorporate any part(s) of such Feedback.

You may establish links to the Site provided you do not remove or obscure the copyright notice or other notices on the Site; you give us notice of such link by emailing us at [email protected]; and you immediately stop providing such links upon notification by us.

Links within the Site may lead to other third-party websites. These are intended for your ease of reference, information and convenience only. We do not control or endorse such websites and are not responsible for their contents. If you have any questions in connection with such websites, you should contact their owners or operators. We assume no responsibility for and shall not be liable for any loss or damage which you may suffer by using such websites or the content which you access on them. You agree that you will not involve us in any dispute between you and any third party in respect of such websites.

This Site comprises marketing material produced by us in respect of properties built or in the process of being built by us and is intended to assist anyone who is interested in renting one or more properties located within one of our communities.

The Site does not constitute an offer to enter into any form of negotiation or agreement in respect of any of these properties, nor does it represent or guarantee that any individual property will remain available for rent for any period of time.

You are reminded that renting a property is a major financial commitment. You should therefore take all reasonable steps to ensure that any property you propose to rent is suitable for your requirements in all respects. The Site and its contents are presented in good faith and we have used reasonable endeavours to ensure that its contents are accurate and up to date. However, we cannot guarantee that the content or information we provide is accurate. In particular, please note that the particulars, description, references to condition, details of fixtures and fittings, necessary permissions for use and occupation and other details of each property listed on the Site are for guidance purposes only.

This means that you should not rely on this Site or its contents if you wish to rent any of our properties. You must conduct your own enquiries about any property you want to rent and verify the accuracy of any information we have provided in relation to any such property (including but not limited to site visits and obtaining independent legal and financial advice).

We do not accept any liability for damage to your computer system or loss of data that results from your use of the Site and we cannot guarantee that any files that you download are free from viruses, contamination or destructive features. Whilst we use all reasonable endeavours to correct any errors or omissions as soon as practicable once they have been brought to our attention, we do not warrant that the information on the Site itself will be free from errors or omissions. All content and services on the Site are provided on an ‘as is’ and ‘as available’ basis. We do not make any representation or give any warranty (whether express or implied) in respect of the Site or its content.

To the extent permitted by law, we, and third parties connected to us hereby expressly exclude:
All conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity.
Any liability for any direct, indirect or consequential loss or damage incurred by any user in connection with our website or in connection with the use, inability to use, or results of the use of our website, any websites linked to it and any materials posted on it, including, without limitation any liability for:
  • loss of income or revenue;
  • loss of business;
  • loss of profits or contracts;
  • loss of anticipated savings;
  • loss of data;
  • loss of goodwill;
  • wasted management or office time;
  • any other loss or damage of any kind, however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable, provided that this condition shall not prevent claims for loss of or damage to your tangible property or any other claims for direct financial loss that are not excluded by any of the categories set out above.

Nothing in these Terms of Service shall exclude or limit our liability for fraudulent misrepresentation or for death or personal injury resulting from our negligence or the negligence by us, our employees or agents nor any other liability which cannot be excluded or limited under applicable law.

We are constantly looking for ways to improve the Site and its contents. We reserve the right, at our discretion, to make changes to or withdraw any part of the Site or the Terms of Service for any reason. If we change the Terms of Service, we will publish details of the new Terms of Service on the Site. You are therefore advised to review the Terms of Service regularly to ensure that you are aware of any changes we make. All such changes will take effect from the time they are posted on the Site. By continuing to use the Site, you will be deemed to have accepted all such changes.

If you wish to take court proceedings against us in respect of our Terms of Service you must do so within England and any such court proceedings will be subject to the exclusive jurisdiction of the English courts. English law will apply.

You agree to compensate us for any claim or legal proceedings brought against us by any other person as a result of your breach of the Terms of Service.

If we take legal action against you for any breach of the Terms of Service and a court makes an award in our favour, you will be responsible for all costs allowable by the courts. If you breach the Terms of Service and we take no action against you, we will still be entitled to use our rights and remedies in any other situation where you breach the Terms of Service.

If any part of the Terms of Service is disallowed or found to be ineffective by any court or regulator, the other provisions shall continue to apply.


  1. Once a reservation has been applied for, a fixed holding deposit payment of £200 will be requested to finalise and reserve the home subject to contract and references.
  2. Upon receipt of a holding deposit, ila will stop marketing the home that has been reserved.
  3. By making a holding deposit payment you are agreeing to provide accurate information about your personal credit and financial situation and are agreeing, in principle, to enter into a tenancy with ila under the terms agreed.
  4. By accepting a holding deposit, ila agree, in principle, to enter into a tenancy with you, subject to contract and satisfactory references.
  5. The holding deposit will be refunded if you sign a tenancy agreement* with ila or if ila decide to withdraw from the arrangement or fail to enter into a tenancy agreement before the agreed deadline**.
  6. The holding deposit will not be refunded if you fail a Right to Rent check, provide false or misleading information, withdraw from the application process*** or if ila take all reasonable steps to enter into the tenancy but you do not.
  7. Should ila retain your holding deposit, we will confirm the reason(s) for the decision within 7 days.

*The holding deposit will be refunded by way of a credit towards the first month’s rental payment.

**It is agreed that the deadline for entering into a tenancy agreement is 15 days or the agreed move in date, whichever is later.

***We will consider each application individually and may make discretionary exceptions to our decision to retain advanced rental payment if provided with proven evidence of the following:

  • Material changes to your financial circumstances that limit your ability to begin the tenancy (e.g. job loss).
  • Extraordinary circumstantial reasons that result in you not being able to take up the tenancy within a reasonable period after the agreed move in date (e.g. travel restrictions because of a pandemic, strike etc).
  • Clear errors, misinformation, or negligence on the part of the ila team.


We aim to deliver a professional service across our locations to all our residents, applying high standards of courtesy, efficiency, reliability and property expertise to all our work. We continually strive to improve by consulting with our residents; your feedback, both positive and negative, helps us to understand and meet your needs.

We welcome the opportunity to resolve any issues you may have if you feel that our level of service has not met these standards, and our Complaints Procedure provides guidance on taking your concerns further.


STAGE 1: Your Complaint

On any matter where you feel ila has not acted promptly or efficiently, please raise the issue by telephone, email or letter with your ila Community Manager directly. Please include as much detail as possible, including dates, names of any members of staff you dealt with, and enclosing/attaching any supporting evidence where you are able. If you do not wish your complaint to be handled by the Community Manager, please send it via email to [email protected]

STAGE 2: Our Acknowledgement

Complaints raised by telephone will be acknowledged and hopefully resolved during the conversation. If this is not the case and you are unsatisfied with the outcome of the discussion, you will be asked to put your complaint in writing to us.

Receipt of a written complaint will be acknowledged in writing within 3 working days.

STAGE 3: Our Investigation

An investigation will be undertaken, and our formal written response will be sent to you within 15 working days of receiving your complaint. In exceptional cases, where the timescale needs to be extended beyond this limit, you will be kept fully informed and an explanation provided. The whole process (from the point your first written complaint is made to the final response from us) will take no longer than 8 weeks.

STAGE 4: Our Final Investigation

If you remain unhappy, please let the person dealing with your complaint know by email or letter. Your subsequent complaint will be investigated and reviewed again by the Community Manager who will respond with the results of this review within a further 5 working days. You will be given the opportunity to meet with the Community Manager as part of this process should you wish. In the unlikely event that you remain dissatisfied with the Community Manager’s review, please inform them immediately and your complaint will be escalated and reviewed by the Operations Director who will respond with a final review within a further 10 working days.

STAGE 5: The Property Ombudsman

Ila is a member of The Property Ombudsman (TPO) Scheme for Residential Leasehold Management which is a free and impartial ombudsman scheme that resolves disputes between consumers and agents. It is approved and authorised by the Ministry of Housing, Communities and Local Government; the National Trading Standards Estate and Letting Agency Team; the Chartered Trading Standards Institute and the Ombudsman Association.

If you remain dissatisfied after our final viewpoint letter, you may refer your complaint to them at the address below:

The Property Ombudsman Limited, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP.
W: Tel: 01722 333306 E: [email protected]

NB You must have previously complained directly to us before taking your complaint to The Property Ombudsman. There may be a time limit on making an application to The Property Ombudsman service, so please ensure you are aware of their procedures at the earliest opportunity. Please note that nothing in this Complaints Procedure affects your statutory rights as a resident.

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