Terms and conditions.

1. Who we are

This website is operated by Gena Property Management Limited (“Gena”, “we”, “us”), a company registered in England and Wales under company number 07311491, with its address at First Floor, 128 Balham High Road, London, SW12 9AA.

You can contact us by email at info@genapm.com, by requesting a call back, or by post at the address above.

We are members of The Property Ombudsman and The Property Institute, and we follow the RICS Service Charge Residential Management Code.

2. Using this website

You may use this website for lawful purposes only. In particular, you must not use it in any way that breaches applicable law, is fraudulent or malicious, or attempts to gain unauthorised access to the site, the servers it is hosted on, or any connected system.

We may change, suspend or withdraw all or part of the website without notice. We do not guarantee that the site, or any content on it, will always be available or uninterrupted.

3. The information on this site is general, not advice

The content of this website — including our guidance on leasehold, service charges, Right to Manage, major works and building safety — is provided for general information. It is not legal, financial or professional advice and must not be relied on as such.

Leasehold law changes, and the terms of your own lease may differ from the general position we describe. Before acting on anything you read here, take advice specific to your building and circumstances. We are happy to help, or to point you to someone who can.

4. The budget calculator

Our annual budget calculator produces an indicative estimate only. It applies typical costs to the details you enter; it does not inspect your building, read your lease, or know your existing contracts, arrears, condition or statutory obligations.

The figures it produces are not a quotation, an offer of service, or a forecast of what your service charge will be. Real budgets differ, sometimes materially. No decision — commercial, contractual or otherwise — should be taken on the strength of the calculator alone, and we accept no liability for decisions taken on that basis. We are glad to review a budget with you properly, whether or not you appoint us.

5. The Right to Manage eligibility test

Our RTM eligibility test is a simplified guide to the statutory tests under the Commonhold and Leasehold Reform Act 2002, as amended. It is not legal advice and does not determine your entitlement to acquire the Right to Manage.

The statutory tests contain technical requirements and exceptions that a short questionnaire cannot capture, and eligibility ultimately depends on your leases, the building’s title and the position on the date a claim notice is given. A positive result does not guarantee a successful claim, and a negative result does not necessarily rule one out. Take proper advice before serving any statutory notice.

6. Enquiries and forms

Submitting a form on this website does not create a contract between us, and does not by itself constitute a valid report, notice or complaint under your lease or any statute. We aim to respond to enquiries promptly, but no response time is guaranteed by these terms.

Emergencies: never use a web form to report an emergency. If there is a risk to life or property — fire, gas, a major escape of water, or a threat to personal safety — call the emergency services on 999, and then request an urgent call back.

Information you send us is handled in accordance with our privacy policy. Please don’t send sensitive personal information about other people through these forms unless it is necessary and you are entitled to share it.

7. The Gena Go app and Gena Online

The Gena Go app and the Gena Online portal are provided for people connected with the blocks we manage. Access may be subject to separate app terms and to verification of your connection with the building, and may be withdrawn if misused. Downloads from the Apple App Store and Google Play are also subject to those stores’ own terms.

8. Our services to clients

Nothing on this website forms part of any management agreement. Where we act as managing agent, our duties, fees and service levels are set out in the signed management agreement with the client (the freeholder, RTM company or resident management company). If anything on this website conflicts with that agreement, the agreement prevails.

9. Intellectual property

All content on this website — text, photographs, graphics, the Gena and Gena Go names and logos, and the design of the site — is owned by us or licensed to us, and is protected by copyright and trade mark law. You may view, download and print pages for your own use in connection with your building, but you may not reproduce, republish or commercially exploit any part of it without our written permission.

Photographs of buildings on this site are of properties we manage or have managed. They are used to illustrate our work and remain our property or that of our licensors.

10. Links to other sites

Where we link to third-party websites — contractors, utility providers, government guidance, our accreditation bodies — those links are provided for convenience. We have no control over the content of those sites and accept no responsibility for them or for any loss arising from your use of them.

11. Our liability

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

Subject to that: we exclude all implied conditions, warranties and representations relating to this website to the fullest extent permitted by law, and we will not be liable for any loss of profit, loss of business, business interruption or loss of anticipated savings, or for any indirect or consequential loss, arising from your use of — or inability to use — this website or anything generated by it, including the calculator and the eligibility test.

If you are a consumer, these terms do not affect your statutory rights.

12. Complaints

If something has gone wrong, please tell us. Our complaints procedure explains how we handle complaints and the timescales we work to. If we can’t resolve matters between us, you may be able to refer the complaint to The Property Ombudsman, of which we are members.

13. Changes to these terms

We may update these terms from time to time. The version published on this page is the one that applies, and the date it last changed is shown at the top. Please check back when you use the site.

14. Governing law

These terms, and any dispute arising out of them or your use of this website, are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction — save that if you are a consumer resident in Scotland or Northern Ireland, you may also bring proceedings in your home jurisdiction.

15. Contact

Questions about these terms? Email info@genapm.com, request a call back, or write to us at First Floor, 128 Balham High Road, London, SW12 9AA.