1. About these terms
These terms apply when you use the Sused app or the Sused web app. They're an agreement between you and Sused (“we”, “us”). Your building's company has its own agreement with us for running Sused for the building.
Our privacy policy explains how personal data is handled. By using Sused you agree to these terms, so please read them.
2. Who can use Sused
- You must be 16 or older.
- You join a building when its managing agent or directors invite you, or when they approve your request to join.
- Your account is for you alone. Keep access to your email secure: sign-in codes are sent there.
- Tell your building if your flat or your role changes, so what you see stays right.
3. Your building's company runs its account
The residents' management company (RMC) or right to manage (RTM) company for your building owns its Sused account and its records. The company, through its directors and its managing agent, decides who is in the building on Sused, what each role can do, and settings such as whether anonymous reports are allowed and how long records are kept.
The managing agent acts for the company. When a building changes managing agent, the records stay with the company. If you leave the building, your access to it ends; your account stays yours until you delete it.
4. Sused is not an emergency service
Sused isn't monitored around the clock. For danger to life, call 999. For fire, flooding, gas, or someone trapped in a lift, call the emergency services or the managing agent's emergency number first, then report it on Sused if you can.
Reports are read by the people who run your building during their working hours. Sused doesn't promise that anyone will see a report within a set time.
5. Using Sused fairly
Sused works when neighbours can trust what's on it. When you use it:
- Stick to the facts. Describe what you saw or know. Don't post anything untrue or defamatory about anyone, including neighbours, staff and contractors.
- Avoid filming or photographing people. Show the problem, not the person. Never film inside someone's home without their permission, and never post pictures to shame or single anyone out.
- Be civil. No harassment, threats, abuse or discrimination, and nothing hateful or obscene.
- Share only what's needed. Leave out other people's personal details, health information and anything private that isn't needed to fix the problem.
- Report real problems. No false or duplicate reports made to cause trouble, and no advertising or selling.
- Don't try to get round the rules. Don't try to see things that aren't shared with you, test or break our security, or upload anything illegal or harmful, such as malware.
If something breaks these rules, your building's managing agent or directors, or Sused, may hide or remove it, and may suspend an account. Where we can, we'll tell you why. To flag something, tell your managing agent or email hello@sused.co.
6. What you post
You own what you post: your reports, comments, photos, videos and responses. You give your building's company and Sused permission to store it, show it to the people it is shared with, and use it to run Sused for your building, for as long as it's kept under our privacy policy.
Reports, documents, consultation results and decisions become part of the company's records. They stay with the company if you move out or delete your account; your name is removed from them when you delete your account.
Documents and notices posted by the managing agent or directors belong to them or to the company. You may read and download what's shared with you for your own use.
7. Our service
The Sused apps, websites, design and name belong to us. We work to keep Sused available and secure, but it may sometimes be unavailable, for example during maintenance. We may change or improve features; if a change affects you significantly, we'll tell you first.
Sused is a tool. Decisions about the building, its repairs, its service charges and its contractors are made by the building's company and managing agent, not by Sused.
8. Our responsibility to you
Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn't allow us to limit. Your legal rights as a consumer are not affected.
We aren't responsible for what other people post on Sused, for work carried out in your building, or for decisions made by your building's company or managing agent.
9. Ending your use of Sused
You can delete your account at any time in the app, under Me. We may end or suspend your access if you seriously or repeatedly break these terms, or if your building stops using Sused. Where we can, we'll give you notice.
10. Changes to these terms
When we change these terms we update the date at the top, and we tell you in the app before a significant change takes effect. We ask you to accept the new terms where needed.
11. The law that applies
These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in your local courts.
12. Contact us
Questions about these terms: hello@sused.co. To complain, see our complaints page.