Property Support Terms & Conditions
1.1 Scope of Property Support
1.2 Service Instructions
1.3 Service Limitations
3.1 Property Visits
3.2 Photographic Reporting
3.3 Observations & Reporting
4.1 Contractor Access
4.2 Contractor Attendance
4.3 Third-Party Responsibility
5.1 Urgent Situations
5.2 Property Management & Security
5.3 Ongoing & One-Off Services
1.1 Regular Grounds & Garden Maintenance
1.2 One-Off Commercial Works
1.3 Scheduling & Service Requirements
1. Property Support Services
1.1 Scope of Property Support
EDENS provides practical Property Support services for customers who need a trusted person to attend, access or check a property on their behalf.
Services may include keyholding, providing access to authorised contractors or other visitors, attending while contractors are present, scheduled or one-off property visits and photographic reporting.
The specific services to be provided will be agreed with the customer in advance.
1.2 Service Instructions
1.3 Service Limitations
Customers are responsible for providing clear and accurate instructions for each agreed service, together with any information reasonably required for EDENS to carry it out.
Where instructions change, the customer should notify EDENS as soon as reasonably practicable.
Requests for additional tasks outside the agreed service may be subject to an additional charge.
Property Support is a practical attendance and reporting service.
Unless specifically agreed otherwise in writing, EDENS does not provide professional property management, surveying, building inspection, security, maintenance or emergency-response services.
Our role is generally to observe, record and report matters that are reasonably apparent during an agreed visit.
A Property Support visit is not a comprehensive inspection of the property and does not guarantee that faults, damage, deterioration, security issues or other problems will be identified.
2. Keyholding & Property Access
2.1 Keyholding
2.3 Keys, Codes & Security Information
2.2 Access Arrangements
Where EDENS agrees to hold keys on behalf of a customer, reasonable care will be taken to store and handle them securely.
Keys held by EDENS will only be used for the purposes authorised by the customer.
Customers should notify EDENS promptly if locks are changed or if a key held by EDENS no longer provides the required access.
The customer is responsible for ensuring that EDENS has the authority and means necessary to access the property for the agreed service.
This includes ensuring that relevant keys, access permissions, alarm instructions, parking arrangements and other necessary information are accurate and current.
Where EDENS cannot gain access because the information or access arrangements provided are incorrect, incomplete or no longer valid, the booked visit may still be chargeable.
Keys, alarm codes, access codes and similar security information provided to EDENS will be treated as confidential and used only as reasonably necessary to provide the agreed service.
Customers should inform EDENS promptly of any changes to access or security arrangements which may affect an agreed visit.
EDENS will not disclose keys, codes or other security information to a third party unless authorised by the customer or where disclosure is required by law.
3. Property Visits & Reporting
3.2 Photographic Reporting
3.3 Observations & Reporting
3.1 Property Visits
Keys, alarm codes, access codes and similar security information provided to EDENS will be treated as confidential and used only as reasonably necessary to provide the agreed service.
Customers should inform EDENS promptly of any changes to access or security arrangements which may affect an agreed visit.
EDENS will not disclose keys, codes or other security information to a third party unless authorised by the customer or where disclosure is required by law.
Where photographic reporting forms part of the agreed service, EDENS may take photographs or video of relevant areas, conditions or matters observed during the visit.
These images may be supplied to the customer as part of the visit report and will be handled in accordance with our General Terms & Conditions and applicable privacy requirements.
Photographic reporting records the condition or appearance of the property at the time of the visit and is not a professional inspection or assessment.
EDENS will report significant matters that are reasonably apparent during the agreed visit and relevant to the service requested.
Reports are based on what can reasonably be observed at the time and within the areas included in the agreed service.
EDENS does not guarantee that every defect, fault, maintenance issue, security concern or other problem will be identified.
Where something appears to require specialist assessment or repair, we may recommend that the customer contacts an appropriately qualified contractor or professional.
4. Contractor Attendance & Third Parties
4.1 Contractor Access
4.2 Contractor Attendance
4.3 Third-Party Responsibility
EDENS will report significant matters that are reasonably apparent during the agreed visit and relevant to the service requested.
Reports are based on what can reasonably be observed at the time and within the areas included in the agreed service.
EDENS does not guarantee that every defect, fault, maintenance issue, security concern or other problem will be identified.
Where something appears to require specialist assessment or repair, we may recommend that the customer contacts an appropriately qualified contractor or professional.
Where EDENS has been booked to remain at the property while a contractor or other authorised person carries out work, our role is limited to providing attendance and reasonable access unless additional responsibilities have been specifically agreed.
EDENS does not supervise, direct or approve the contractor's work and is not responsible for assessing its quality or technical suitability.
Additional time resulting from a contractor arriving late, remaining longer than expected or failing to attend may be chargeable.
Contractors, tradespeople, delivery services and other third parties attending the property remain responsible for their own work, conduct, equipment and activities.
EDENS is not responsible for loss, damage, defective work, delays or other problems caused by an independent third party.
Any contract for work or services between the customer and a third party remains between those parties unless expressly agreed otherwise in writing.
5. Emergencies, Responsibility & Service Arrangements
5.1 Urgent Situations
5.2 Property Management & Security
5.3 Ongoing & One-Off Services
If EDENS observes something during an agreed visit which reasonably appears to require urgent attention, we will attempt to contact the customer or their nominated contact using the details provided.
Where there appears to be an immediate risk to life or serious risk to property, EDENS may contact the appropriate emergency service or relevant authority where we reasonably consider this necessary.
Unless specifically agreed otherwise, EDENS is not an emergency-response service and does not provide continuous monitoring of a property between booked visits.
Property Support does not make EDENS responsible for the overall management, maintenance or security of the property.
The customer remains responsible for arranging appropriate insurance, security, maintenance, repairs and professional inspections.
Our attendance at a property, possession of keys or provision of regular visits does not transfer responsibility for the property to EDENS.
Property Support may be arranged as a one-off service or as an ongoing arrangement at an agreed frequency.
Ongoing arrangements may be reviewed periodically to ensure that the scope, frequency and price remain appropriate.
Either party may end an ongoing arrangement by providing reasonable written notice, subject to any notice period specifically agreed with the customer.
Any visits or additional services already provided, together with other sums properly due, remain payable following termination.