Please read these Terms & Conditions before using Milo.
By selecting “I agree to the Milo Terms & Conditions” and continuing to use Milo, you confirm that you have read and understood these terms.
1. What is Milo?
Milo is an artificial intelligence system provided by The Homebound Group to assist tenants and other authorised users with property maintenance matters.
Milo is designed to help you report maintenance issues, understand what information may be required, assess the urgency of a reported issue, provide appropriate general guidance and, where the relevant systems and processes allow, help progress a maintenance request.
Milo is not a human property manager, engineer, tradesperson, surveyor, electrician, gas engineer, plumber, medical professional, emergency service or other qualified professional.
2. Milo is for property maintenance only
Milo is provided specifically for property maintenance matters.
Milo cannot provide general life advice, counselling, entertainment, general conversation or assistance unrelated to property maintenance.
If you need assistance with a property maintenance issue, Milo can help you report and progress that issue through the appropriate process.
3. Milo uses artificial intelligence
Milo uses artificial intelligence to understand information you provide and generate responses.
Although Milo is designed and tested to provide useful and appropriate assistance, Milo may not always be completely accurate.
Artificial intelligence can misunderstand information, make mistakes or provide incomplete information.
Information provided by Milo should therefore not be treated as a guaranteed diagnosis, professional opinion, instruction or definitive assessment of a property, appliance, installation or defect.
Where there is any doubt, uncertainty or potential safety concern, you should follow the advice of an appropriately qualified professional or contact The Homebound Group.
4. Professional advice takes priority
Milo's guidance must never override the advice or instructions of an appropriately qualified professional.
For example, where an engineer, electrician, gas engineer, plumber, contractor or other qualified professional has inspected an issue and provided advice, their professional assessment should take priority over information previously provided by Milo.
Milo should not be relied upon to diagnose technical faults.
5. Maintenance reporting does not automatically mean a contractor will attend
Reporting an issue through Milo does not automatically mean that a contractor or engineer has been instructed to attend.
Milo may ask questions to establish the nature and urgency of an issue and may provide simple guidance where appropriate.
Where contractor attendance is required, the request may be progressed through the relevant Homebound systems and processes.
The decision to arrange attendance, approve works or instruct a contractor may depend on the nature of the issue, the tenancy, landlord instructions, authority limits, contractor availability and other relevant circumstances.
6. Tenant responsibilities
Some maintenance items may ordinarily be the responsibility of the tenant, including certain routine consumables or minor matters where this is consistent with the tenancy agreement and applicable law.
Milo may explain where an issue appears to be something the tenant can reasonably deal with themselves.
Tenants should not attempt repairs or actions that could create a risk of injury, damage or danger.
If you are unsure whether something is safe to do yourself, do not attempt it and seek appropriate professional or Homebound assistance.
7. Emergency and urgent situations
Milo should not be relied upon as an emergency service.
If there is an immediate danger to life, serious injury, fire or another situation requiring emergency services, call 999 immediately.
Gas emergency
If you smell gas, suspect a gas leak, or have a gas or carbon monoxide emergency, contact the National Gas Emergency Service immediately on:
0800 111 999
Do not wait for Milo or The Homebound Group to respond to a suspected gas emergency.
Electricity emergency or power cut
For an electricity network emergency or power cut, contact the relevant electricity network operator through:
105
The 105 service connects callers with their local electricity network operator.
Water emergency
For water supply or water network emergencies, contact your local water network operator directly.
For properties supplied by Severn Trent Water, the 24-hour emergency number is:
0800 783 4444
If you are unsure which water company operates your area, contact the relevant local water network operator.
Urgent property matters
High-risk or urgent property matters should always also be reported directly to The Homebound Group through the usual contact channels rather than relying solely on Milo.
8. Contacting The Homebound Group
If you are unsure about information provided by Milo, believe that an issue requires human assistance, or need clarification, please contact The Homebound Group directly.
Email: contact@homeboundgroup.co.uk
Telephone: 020 4542 3437
WhatsApp: 07822012983
WhatsApp is for messages only — calls and SMS are not accepted on this number.
9. Personal information and data protection
When you use Milo, you may provide personal information such as your name, property address, contact details and information about a maintenance issue.
The Homebound Group may process this information for the purposes of:
receiving and managing maintenance requests;
assessing and progressing reported property issues;
communicating with you about your maintenance request;
arranging or coordinating contractors or other professionals where appropriate;
maintaining records relating to the property and maintenance activity; and
carrying out related property-management and administrative activities.
Your information may be processed through technology and service providers used by The Homebound Group to operate Milo and its property-management services.
These may include OpenAI, Cloudflare, n8n and Apex27, together with relevant email, messaging, communications, hosting, security and other technology providers used to operate the service.
Different information may pass through different systems depending on the nature of your request and the services being used at the time.
Information you provide may therefore be recorded within The Homebound Group's internal systems and property-management records, including relevant records held within Apex27.
Where necessary to deal with your maintenance request, relevant information may also be shared with the landlord, contractor, engineer, tradesperson or other professional involved in resolving the issue.
Only information relevant and reasonably necessary for the applicable purpose should be shared.
The Homebound Group will handle personal information in accordance with applicable UK data-protection legislation and its Privacy Policy.
Further information about how personal information is collected, used, stored, retained, shared and your rights in relation to your personal data can be found in The Homebound Group's Privacy Policy.
10. Artificial intelligence and third-party technology providers
Milo relies on third-party technology and service providers to operate its artificial intelligence and supporting infrastructure.
This may include:
OpenAI — artificial intelligence services used to process information and generate Milo's responses.
Cloudflare — infrastructure, security and related services supporting the Milo service.
n8n — workflow and automation services used to connect systems and progress maintenance processes.
Apex27 — property-management and CRM services used to maintain relevant property, tenancy, maintenance and operational records.
Other technology, communication or service providers may also be used where necessary to operate, secure or support The Homebound Group's services.
The use of these providers does not mean that every piece of information is necessarily processed by every provider. Information will be processed according to the systems and workflows applicable to the particular service or request.
11. Information you provide
You should only provide information that is relevant to your maintenance request.
Please do not provide passwords, payment-card information, security credentials or other information that is not necessary to deal with the maintenance issue.
You are responsible for ensuring that information you provide is accurate to the best of your knowledge.
12. No replacement for professional assessment
Nothing provided by Milo should be interpreted as replacing an inspection, diagnosis, quotation, professional assessment or advice from a suitably qualified person.
This is particularly important for matters involving gas, electricity, fire, structural safety, water, hazardous materials or any other issue where incorrect action could cause injury, damage or danger.
13. No guarantee of availability
Milo is intended to assist with maintenance reporting, but The Homebound Group does not guarantee that Milo will always be available, respond without interruption or operate without technical errors.
If Milo is unavailable or you have an urgent issue, contact The Homebound Group directly through the usual channels.
14. Changes to Milo
The Homebound Group may update, modify, improve, suspend or replace Milo or parts of its functionality from time to time.
These changes may be made to improve the service, safety, accuracy, security or functionality of Milo.
15. Agreement
By selecting “I agree to the Milo Terms & Conditions”, you acknowledge that:
Milo is an AI maintenance-assistance system;
Milo may make mistakes;
Milo does not replace qualified professional advice;
emergency situations should be reported directly to the appropriate emergency service;
urgent property matters should also be reported directly to The Homebound Group through the usual channels;
your information may be processed through technology and service providers used to operate Milo and The Homebound Group's property-management services; and
your information may be shared where necessary to deal with your maintenance request, as described above.
If you do not agree to these Terms & Conditions, please do not use Milo.