Last updated: 7 September 2026

These Terms of Service apply to services provided by Keyharbour Property Services (“Keyharbour”, “we”, “us” or “our”). Please read them carefully before using our services.

1. ABOUT US

Keyharbour Property Services

Email: info@keyharbourpm.co.uk

Business address: 203 West Street, Fareham, PO16 0EN

2. OUR ROLE

Keyharbour provides practical property-maintenance support for landlords. Depending on the service agreed with you, this may include:

• Receiving and managing tenant maintenance reports.

• Assessing reported maintenance issues.

• Carrying out suitable minor general-maintenance work.

• Arranging or coordinating quotations, repairs and maintenance with independent contractors.

• Carrying out scheduled property-maintenance inspections and providing reports or photographs.

• Providing reminders relating to maintenance or property certificates where this has been agreed.

Keyharbour is not a letting agent and does not provide tenancy or full property-management services.

3. SERVICES WE DO NOT PROVIDE

Unless expressly agreed in writing, our services do not include:

• Tenant sourcing, referencing, right-to-rent checks, deposit protection, tenancy agreements, rent collection, rent-arrears recovery, eviction services or tenancy enforcement.

• Legal, financial, tax, surveying, engineering or compliance advice.

• A guarantee that a property complies with all legal, safety, licensing, planning, building-regulation or insurance requirements.

• Gas work, electrical work, asbestos work, structural work, major plumbing work or any other regulated, specialist or high-risk work unless carried out by an appropriately qualified and authorised contractor.

• Emergency attendance outside any agreed service hours or arrangements.

The landlord remains responsible for meeting all legal and contractual obligations relating to their property, tenancy and tenants.

4. MINOR GENERAL MAINTENANCE

Where appropriate, Keyharbour may carry out minor general-maintenance work. This is limited to work that we reasonably consider safe, suitable and within our skills, equipment, insurance and agreed service scope.

We may decide that work requires a specialist or qualified contractor. In that situation, we may obtain or coordinate quotations and arrange the appropriate contractor with your approval.

Materials, parts, parking, access costs and contractor charges are not included unless we confirm otherwise in writing.

5. CONTRACTORS

Third-party contractors are independent businesses and are not employees of Keyharbour.

Where we arrange or coordinate a contractor:

• We will use reasonable care when selecting or recommending a contractor.

• The contractor remains responsible for its own work, qualifications, insurance, warranties, timescales and compliance with applicable laws.

• A contractor’s quotation, invoice, terms and warranty may apply directly between you and that contractor.

• Contractors are normally paid directly by the landlord, unless another arrangement is confirmed in writing.

• Keyharbour is not responsible for a contractor’s acts, omissions, workmanship, delay, availability or failure to complete work, except to the extent caused directly by our own negligence or breach of contract.

6. APPROVAL OF WORK AND SPENDING

We agree a spending limit with you in writing. We seek your approval before arranging non-emergency work that would exceed that limit. Until a limit has been agreed, we seek your approval before arranging any chargeable non-emergency work.

You must tell us promptly if your approval limit changes.

7. ACCESS AND TENANT COMMUNICATION

You are responsible for ensuring that Keyharbour and any authorised contractor can gain safe, lawful and agreed access to the property.

You confirm that you have the authority to ask us to communicate with your tenant(s) and, where necessary, arrange access for maintenance purposes.

You remain responsible for all landlord and tenancy obligations, including giving any required notices and complying with any tenancy agreement, statutory requirements and tenant rights.

8. INSPECTIONS AND REPORTS

Any inspection, report, photograph or note supplied by Keyharbour is a visual maintenance observation only. It is not a building survey, valuation, safety certificate, inventory, legal compliance audit or guarantee that no defect exists.

Reports reflect what was visible and reasonably apparent at the time of inspection. Hidden, intermittent or developing defects may not be identified.

9. FEES AND PAYMENT

Our fees, payment dates and the services included will be set out in your agreed service package, quotation or service agreement.

Unless otherwise agreed in writing:

• Membership or recurring service fees are payable in advance.

• Charges for additional visits, labour, materials, parking and third-party contractors are separate from membership fees.

• Invoices must be paid by the due date stated on the invoice.

• We may pause or suspend services where payment is overdue.

• We may charge reasonable costs incurred in recovering overdue amounts, where permitted by law.

KeyHarbour is not VAT registered and does not charge VAT.

10. CANCELLATION AND TERMINATION

Membership starts with an initial 12-month term from the start date confirmed in your individual agreement. Either party may end membership at the end of that term by giving at least 30 days’ written notice. If neither party gives notice, membership continues monthly and either party may then end it with 30 days’ written notice. One-off repair and refurbishment work does not require membership.

We may suspend or end services immediately where:

• Payment remains overdue.

• There is abuse, threatening behaviour, unsafe access or an unacceptable risk to our staff, contractors or others.

• You provide inaccurate or misleading information.

• Continuing to act would be unlawful, unsafe or outside our service scope.

Termination does not affect fees or costs already due, including approved contractor charges and work already carried out.

11. LIABILITY

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

Subject to the above, Keyharbour will not be liable for indirect or consequential loss, loss of rent, loss of profit, loss of opportunity, tenant disputes, contractor delay or contractor workmanship.

To the extent permitted by law, Keyharbour’s total liability arising from a claim connected with our services will not exceed the total fees paid to Keyharbour for the relevant service during the 12 months before the event giving rise to the claim.

12. COMPLAINTS

If you are unhappy with our service, please contact us first at info@keyharbourpm.co.uk. We will investigate and aim to respond within 14 working days.

13. DATA PROTECTION

We handle personal information in accordance with our Privacy Policy, available on our website.

14. CHANGES TO THESE TERMS

We may update these Terms of Service from time to time. The current version will be published on our website. For existing clients, material changes will be notified where appropriate.

15. GOVERNING LAW

These Terms are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, except where applicable law provides otherwise.

16. CONTACT

Keyharbour Property Services

Email: info@keyharbourpm.co.uk

Address: 203 West Street, Fareham, PO16 0EN