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MyGuinness Terms & Conditions 

Last updated: 20.11.2025

 

  1. What’s in these terms?

These terms and conditions ("Terms") explain the rules for using:

  • The MyGuinness resident portal and any updates or supplements to it, including its electronic documentation (the “Portal”); and
  • The MyGuinness mobile application and any updates or supplements to it, including its electronic documentation (the “App”).

These terms constitute a contract and by registering for or using the Portal or App, you agree to be bound by these Terms in full. If you do not agree, please do not use the Portal or App.

2. Related Policies and Third-Party Terms.

These Terms refer to the following additional documents, which also apply to your use of the Portal and App:

  • Our Privacy Policy – explains how we collect, use, and store your personal data.
  • Our Cookie Policy – explains how we use cookies and similar technologies.
  • Any additional terms and conditions for third-party services accessed via the Portal or App, including but not limited to:
  • PayPoint – used to process one-off payments. When you use PayPoint via the Portal or App, you are redirected to their platform and subject to their terms and privacy policies. We are not responsible for the availability, accuracy, or security of their services.
  • Plentific Ltd – hosts the Portal platform. While TGPL manages the content and user experience, Plentific infrastructure may be subject to its own terms of use and service-level commitments.

By using features that rely on these third-party services, you acknowledge and accept that:

  • TGPL uses third-party platforms to deliver certain services. While these platforms act as data processors on our behalf, TGPL remains the data controller of your information. We are committed to ensuring that appropriate safeguards are in place. However, please note that TGPL cannot accept responsibility for issues arising solely from the operation of third-party platforms outside our control. In the event of a data breach, TGPL may have obligations as the data controller, and liability will be determined in line with applicable data protection laws.
  • You are responsible for reviewing and complying with the terms and policies of those providers.
  • Any data you submit through third-party services may be processed by them in accordance with their own privacy practices.
  • We subscribe to the Guinness Partnership Code of Conduct for Suppliers and Contractors, which can be found here.

 

3. Who we are and how to contact us

The Portal and App are operated by The Guinness Partnership Limited (TGPL), a registered Charitable Community Benefit Society (registration number 31693R), with its registered office at:

7th Floor, 350 Euston Road, Regent’s Place, London, NW1 3AX.

The Portal is provided by Plentific Ltd, but TGPL is responsible for managing its content. 

If you have any questions or concerns, please contact us at: 

  • communications@guinness.org.uk or
  • 0303 123 1890 (Mon–Fri: 8am–8pm)

4. Acceptance of and changes to these Terms

By continuing to use the Portal or App, you confirm that you accept these Terms and related policies (set out in paragraph 2), and that you are at least 18 years old. The Portal and App are not intended for use by individuals under the age of 18.

If you do not agree to these Terms or do not meet the age requirement, you must not use the Portal or App.

We may update these Terms and policies from time to time. If we make significant changes, we will notify you through the Portal or App before the changes take effect. Continued use after the effective date of any changes will constitute your acceptance of the updated Terms.

5. Access, Availability, and Updates

  • The Portal and App are provided free of charge.
  • We may update or change them to reflect service improvements, resident needs, or business priorities.
  • We do not guarantee uninterrupted access. We may suspend or withdraw services for operational reasons and will try to give reasonable notice via our website or social media.
  • You are responsible for ensuring that anyone accessing the Portal or App via your internet connection complies with these Terms and policies.

6. Features and Functionality

The Portal and App allow you to:

  • View tenancy or lease details
  • View and update contact and communication preferences
  • View account balances and transactions
  • Make one-off payments via PayPoint
  • Report and manage repairs (available to some residents only)
  • Access the YourChoice site for home transfers
  • Submit individual rights requests (UK GDPR)
  • Contact us easily

Note: Some features may not be available to all users.

7. Account Use and Security

  • You must provide accurate and up-to-date information.
  • You are responsible for all actions taken through your account.
  • Keep your login details secure. Do not share your password.
  • If you suspect your account is compromised, contact us or reset your password online.
  • We may ask for your username or email to locate your account, but we will never ask for your password.
  • Use a personal device to access your account. If using a public or shared device, do not save login details and always log out.

8. Technical Requirements and Support

  • The Portal and App are designed to work on a wide range of devices and operating systems. While they may function on older versions, we recommend using the latest version of your operating system and browser for the best experience and security.
  • Your device must run a supported operating system (e.g., current versions of iOS, Android, Windows, or macOS) and have a stable internet connection.
  • We may release updates to improve functionality, enhance security, or fix bugs. You may need to install updates to continue using certain features.
  • If you experience issues, please contact us using the details in Section 3. Some features may be temporarily unavailable during scheduled maintenance or system upgrades.

9. Intellectual Property and Licence

  • All content, design, and materials on the Portal and App are owned by or licensed to TGPL.
  • You are granted a non-transferable, non-exclusive licence for personal use only.
  • You must not:
    • Modify, copy, or reverse-engineer any part of the Portal or App
    • Sell, rent, or sublicense the Portal or App
    • Use it for commercial purposes
    • Attempt to extract the source code (unless permitted by law)

10. Acceptable Use

You must not:

  • Use the Portal or App unlawfully, fraudulently, or harmfully
  • Interfere with or disrupt its operation
  • Attempt unauthorised access
  • Share login credentials
  • Introduce viruses or malicious code

11. Liability

We are not liable for:

  • Losses not foreseeable at the time of contract
  • Losses not caused by our breach
  • Business losses or losses to non-users

We do not exclude liability for death or personal injury caused by our negligence or for breaches of data protection law.

12. Termination

We may suspend or terminate your access if:

  • You breach these Terms
  • Your account is inactive for an extended period
  • There are safeguarding concerns

You may terminate your account at any time either by:

  • Contacting us directly using the details in Section 3; or
  • Using the account deletion option available in the Portal or App settings.

If your account has been restricted, re-registration may only be possible once the restriction has been reviewed and lifted.

Upon termination, you must stop using the Portal and App and delete any related materials.

13. General Provisions

  • We may assign our rights under these Terms.
  • No third party has rights under these Terms.
  • If any part of these Terms is found invalid, the rest remains in effect.
  • All actions on the Portal are logged for security and audit purposes.
  • The Portal includes a “masquerade” feature allowing authorised staff to access your account to provide support. You cannot opt out of this.

14. Disputes and Governing Law

These Terms are governed by the laws of England and Wales. You may bring legal proceedings in the courts of England and Wales or in your local UK jurisdiction.

15. Complaints and Dispute Resolution

16. Analytics and Cookies

We use Google Analytics and Microsoft Clarity to understand how users interact with the Portal and App. These tools help us improve your experience.

For more details, see our Privacy Policy and Cookie Policy referred in section 2.