This Acceptable Use Policy explains how tenants and authorised users should use the Tai Tarian customer portal safely, responsibly and appropriately. The portal is provided to support tenants access services, manage their contract, view information, make requests, report non urgent repairs, make payments and communicate with Tai Tarian online. 

1. Purpose 

The purpose of this policy is to protect tenants, Tai Tarian, our systems and the information accessed via the portal. It sets out what is expected from anyone using the portal and explains the types of behaviour and activity that are not permitted. This policy, the terms and conditions and our privacy notice should be read in conjunction with each other.  

2. Scope 

This policy applies to all account users which includes, primary and joint tenants, authorised representatives and Tai Tarian employees who access or use the Tai Tarian portal. By using the portal, you agree to follow this policy and any other terms, guidance or instructions provided by Tai Tarian. 

3. Responsible use of the portal 

You must use the customer portal only for lawful and appropriate purposes connected with your contract or the services provided by Tai Tarian. You must not use the portal in a way that could damage, disrupt or compromise the portal, Tai Tarian’s systems, or the information of other users. 

4. Account security 

You are responsible for keeping your login details secure. You should choose a strong, unique password and must not share your password or account access with anyone else. If you believe your account has been accessed without permission, or your password may have been compromised, you should change your password immediately and contact Tai Tarian as soon as possible. 

5. Information you provide 

You must ensure that any information you provide through the portal is accurate, appropriate and up to date. You must not knowingly submit false, misleading, offensive or unlawful information. Where you upload documents or photographs, these must be relevant to the service request or contract matter and must not contain inappropriate or harmful content. 

6. Prohibited use 

You must not use the customer portal to send, upload, post or share anything that is abusive, threatening, discriminatory, defamatory, obscene, harassing, fraudulent, illegal or otherwise inappropriate. You must not attempt to access another person’s account, impersonate another person, interfere with portal security, introduce viruses or harmful software, or use the portal for commercial, political or unrelated personal activity. 

7. Communication standards 

Messages sent through the portal should be respectful and appropriate. Communication through the portal should be treated in the same way as written correspondence. Tai Tarian will not tolerate abusive, offensive, discriminatory or threatening language towards staff, contractors, tenants or any other person. 

8. Privacy and data protection 

Tai Tarian will handle all personal data in line with data protection legislation namely the UK General Data Protection Regulations (GDPR) and the UK Data Protection Act (DPA) 2018. You should only provide information that is relevant to your contract, service request or enquiry. You must not upload or share personal information about another person unless you have a lawful reason and appropriate permission to do so. 

Please see our portal privacy statement for additional information about how we use your data and your data protection rights. 

9. System availability and security