What is AI in lettings and estate agency?

AI in lettings and estate agency refers to software that automates tasks like answering enquiries, booking viewings, handling maintenance requests, and managing compliance so agents can focus on higher-value work.

Does AI replace letting agents?

No. AI like Felicity handles repetitive tasks so letting agents can focus on relationships, negotiations, and decisions that require human judgement. It works alongside your team, not instead of it.

How does AI handle maintenance requests?

Felicity captures maintenance requests via phone, email, or WhatsApp, triages them based on urgency, gathers information needed from tenants, and triggers the appropriate workflow including contacting contractors and updating landlords.

What guardrails does Felicity have?

Felicity operates within rules set by your agency. It only takes actions you have pre-approved, escalates anything outside its scope to your team, and never makes commitments it is not authorised to make.

Do tenants know they are speaking to AI?

Yes. Felicity is transparent about being an AI assistant. Tenants are informed they are interacting with an automated system, and can always be escalated to a human member of your team.

Acceptable Use Policy

Last Updated: 2 October 2026

Introduction

This Acceptable Use Policy ("AUP") sets out the rules and conditions under which you (the "Client" or "you") and your authorised users may access and use the LightWork platform and related services (the "Service") provided by Lightwork Holding Ltd ("LightWork", "we", "us", or "our").

By accessing or using the Service, you agree to comply with this AUP. If you do not agree, you must not use the Service.

Scope

This AUP applies to all use of the Service, including but not limited to:

(a) All communications sent or received through the Service, including email, WhatsApp, SMS and voice channels.

(b) All data, content, and information uploaded to, processed by, or generated through the Service.

(c) All integrations between the Service and third-party property management systems (PMS), CRM platforms or other software.

(d) All actions taken by Felicity, our AI assistant, on your behalf or at your direction.

(e) Use by your employees, contractors, agents, and any other authorised users.

You are responsible for ensuring that all authorised users are aware of and comply with this AUP.

This AUP applies to all use of the Service, including but not limited to:

(a) All communications sent or received through the Service, including email, WhatsApp, SMS and voice channels.

(b) All data, content, and information uploaded to, processed by, or generated through the Service.

platforms or other software.

(d) All actions taken by Felicity, our AI assistant, on your behalf or at your direction.

(e) Use by your employees, contractors, agents, and any other authorised users.

You are responsible for ensuring that all authorised users are aware of and comply with this AUP.

Permitted Use

3.1

The Service is provided solely for the purpose of managing residential lettings, sales, property management and related workflows, including marketing the Client’s own services, within the United Kingdom (or such other territories as agreed in writing). Permitted use includes:

(a) Automating tenant, landlord, and contractor communications related to lettings, maintenance, compliance, and general enquiries.

(b) Using Felicity to qualify prospective tenants, buyers, landlords, and sellers.

(c) Using Felicity to schedule viewings, triage maintenance requests, manage statutory compliance workflows (such as gas safety, EICR, EPC and Legionella certificates) and handle move-in/move-out processes.

(d) Integrating the Service with your property management system to synchronise data in accordance with documented integration capabilities.

(e) Reviewing, supervising and overriding Felicity’s actions through the dashboard and human-in-the-loop controls provided.

(f) Using the Service to generate, send or distribute marketing communications to the Client’s own contacts about the Client’s own services (each a “Marketing Communication”).

The Service is provided solely for the purpose of managing residential lettings, sales, property management and related workflows within the United Kingdom (or such other territories as agreed in writing). Permitted use includes:

(a) Automating tenant, landlord, and contractor communications related to lettings, maintenance,

compliance, and general enquiries.

(b) Using Felicity to qualify prospective tenants,buyers, landlords, and sellers.

workflows (such as gas safety, EICR, EPC and Legionella certificates) and handle move-in/move-out

processes.

(d) Integrating the Service with your property management system to synchronise data in accordance

with documented integration capabilities.

(e) Reviewing, supervising and overriding Felicity’s actions through the dashboard and human-in-the-

loop controls provided.

(a) Automating tenant, landlord, and contractor communications related to lettings, maintenance, compliance, and general enquiries.

(b) Using Felicity to qualify prospective tenants,buyers, landlords, and sellers.

(d) Integrating the Service with your property management system to synchronise data in accordance with documented integration capabilities.

(e) Reviewing, supervising and overriding Felicity’s actions through the dashboard and human-in-the-loop controls provided.

Prohibited Use

You must not use, or permit any authorised user to use, the Service in any manner that:

4.1

Unlawful or Harmful Activity

(a) Violates any applicable law, regulation or code of practice, including but not limited to the UK GDPR, Data Protection Act 2018, the Equality Act 2010, the Consumer Rights Act 2015, and any regulations issued by relevant regulatory bodies (such as The Property Ombudsman, ARLA Propertymark or local authority licensing schemes).

(b) Fails to inform consumers of call recording, data processing, or AI processing where required by law or regulation.

(c) Is fraudulent, deceptive or misleading, including misrepresenting properties, availability, terms, fees, or the identity of the sender of any communication.

(d) Facilitates discrimination against any individual on the basis of race, ethnicity, religion, gender, sexual orientation, disability, age or any other protected characteristic.

(e) Involves harassment, threats, abuse or any form of communication that is offensive, intimidating, or harmful to any recipient.

(a) Violates any applicable law, regulation or code of practice, including but not limited to the UK GDPR,

Data Protection Act 2018, the Equality Act 2010, the Consumer Rights Act 2015, and any regulations

issued by relevant regulatory bodies (such as The Property Ombudsman, ARLA Propertymark or local

authority licensing schemes).

(b) Fails to inform consumers of call recording, data processing, or AI processing where required by law

or regulation.

or the identity of the sender of any communication.

(d) Facilitates discrimination against any individual on the basis of race, ethnicity, religion, gender, sexual

orientation, disability, age or any other protected characteristic.

(e) Involves harassment, threats, abuse or any form of communication that is offensive, intimidating, or

harmful to any recipient.

(a) Violates any applicable law, regulation or code of practice, including but not limited to the UK GDPR, Data Protection Act 2018, the Equality Act 2010, the Consumer

Rights Act 2015, and any regulations issued by relevant regulatory bodies (such as The Property Ombudsman, ARLA Propertymark or local authority licensing

schemes).

(b) Fails to inform consumers of call recording, data processing, or AI processing where required by law or regulation.

(c) Is fraudulent, deceptive or misleading, including misrepresenting properties, availability, terms, fees, or the identity of the sender of any communication.

(d) Facilitates discrimination against any individual on the basis of race, ethnicity, religion, gender, sexual orientation, disability, age or any other protected characteristic.

(e) Involves harassment, threats, abuse or any form of communication that is offensive, intimidating, or harmful to any recipient.

4.2

Misuse of the AI Assistant

(a) Attempting to manipulate, override or circumvent Felicity’s built-in guardrails, workflow constraints or safety mechanisms.

(b) Using the Service to generate, send or distribute unsolicited bulk communications (spam) to tenants, landlords, contractors or any third parties. This prohibition does not apply to Marketing Communications sent in accordance with clauses 3.1(f) and 6.

(c) Instructing or configuring Felicity to make autonomous decisions on matters requiring human judgement, such as tenancy deposit disputes, eviction proceedings or legal notices, except where the Service is expressly designed to support such workflows with appropriate human oversight.

(d) Actively deceiving any recipient about whether a communication was generated by an AI assistant, including by denying Felicity’s involvement when directly asked.

(a) Attempting to manipulate, override or circumvent Felicity’s built-in guardrails, workflow constraints or

safety mechanisms.

(b) Using the Service to generate, send or distribute unsolicited bulk communications (spam) to tenants,

landlords, contractors or any third parties.

judgement, such as tenancy deposit disputes, eviction proceedings or legal notices, except where the

Service is expressly designed to support such workflows with appropriate human oversight.

(d) Actively deceiving any recipient about whether a communication was generated by an AI assistant,

including by denying Felicity’s involvement when directly asked.

(a) Attempting to manipulate, override or circumvent Felicity’s built-in guardrails, workflow constraints or safety mechanisms.

(b) Using the Service to generate, send or distribute unsolicited bulk communications (spam) to tenants, landlords, contractors or any third parties.

(d) Actively deceiving any recipient about whether a communication was generated by an AI assistant, including by denying Felicity’s involvement when directly asked.

4.3

Data Misuse

(a) Uploading, transmitting, or processing personal data through the Service without a lawful basis under applicable data protection legislation.

(b) Using the Service to collect, store or process special category personal data (as defined under the UK GDPR) unless expressly agreed in writing and supported by a Data Protection Impact Assessment, with which LightWork will reasonably assist as required under applicable data protection legislation.

(c) Attempting to extract, scrape, reverse-engineer or otherwise access the underlying data, models, algorithms, prompts or source code of the Service.

(d) Sharing login credentials, API keys, or access tokens with unauthorised third parties, or failing to maintain reasonable security over account access.

(a) Uploading, transmitting, or processing personal data through the Service without a lawful basis under

applicable data protection legislation.

(b) Using the Service to collect, store or process special category personal data (as defined under the UK

GDPR) unless expressly agreed in writing and supported by a Data Protection Impact Assessment,

with which LightWork will reasonably assist as required under applicable data protection legislation.

algorithms, prompts or source code of the Service.

(d) Sharing login credentials, API keys, or access tokens with unauthorised third parties, or failing to

maintain reasonable security over account access.

4.4

System Integrity

(a) Introducing viruses, malware, trojans or any code designed to disrupt, damage, or gain unauthorised access to the Service or any connected systems.

(b) Attempting to probe, scan or test the vulnerability of the Service, or breaching any security or authentication measures, without prior written consent.

(c) Using the Service in a manner that imposes an unreasonable or disproportionate load on our infrastructure, including automated scripts or bots that interact with the Service outside of integrations approved in writing by LightWork.

(d) Reselling, sublicensing, or providing access to the Service to any third party without our prior written consent.

(a) Introducing viruses, malware, trojans or any code designed to disrupt, damage, or gain unauthorised

access to the Service or any connected systems.

(b) Attempting to probe, scan or test the vulnerability of the Service, or breaching any security or

authentication measures, without prior written consent.

infrastructure, including automated scripts or bots that interact with the Service outside of integrations

approved in writing by LightWork.

(d) Reselling, sublicensing, or providing access to the Service to any third party without our prior written

consent.

Client Responsibilities

5.1

Supervision of AI Actions

Felicity operates within defined workflows and guardrails. However, the Client retains ultimate responsibility for the accuracy and appropriateness of communications sent on their behalf. You must:

(a) Regularly review Felicity’s actions and outputs through the dashboard provided.

(b) Ensure that human-in-the-loop review is applied to any communications or decisions flagged by the Service as requiring manual approval.

(c) Promptly report any errors, unintended actions or concerns about Felicity’s behaviour to LightWork via the support channels provided.

Felicity operates within defined workflows and guardrails. However, the Client retains ultimate responsibility for the accuracy and appropriateness of communications sent on their behalf. You must:

(a) Regularly review Felicity’s actions and outputs through the dashboard provided.

(b) Ensure that human-in-the-loop review is applied to any communications or decisions flagged by the

Service as requiring manual approval.

the support channels provided.

5.2

Data Accuracy

You are responsible for ensuring that data provided to the Service (including property details, tenant information, landlord instructions, and contractor details) is accurate, current, and complete. LightWork is not liable for errors in communications or workflows that arise from inaccurate or outdated data supplied by the Client.

5.3

Integration Configuration

Where the Service integrates with your property management system or other third-party platforms, you are responsible for maintaining the correct configuration of such integrations, including API credentials, data mapping, and permissions. LightWork will provide reasonable guidance and documentation to support integration setup.

5.4

Compliance with Industry Standards

You must ensure that your use of the Service complies with all applicable industry codes of practice, including those issued by ARLA Propertymark, The Property Ombudsman, RICS, and any local authority licensing requirements. Where Felicity supports compliance workflows (such as gas safety certificate management), the Client retains responsibility for ensuring that all statutory obligations are met.

5.5

Marketing Communications

Where you instruct us to send Marketing Communications, you are responsible for providing the basis on which each contact’s details were obtained, and for evidencing that basis upon LightWork’s request.

5.6

Marketing Approvals

LightWork will not send a Marketing Communication that you have not approved. Your approval must cover the cohorts and their lawful basis, the contacts within them, the channel, the message brief from which each communication is generated, and the timing. Where a campaign continues to run, your approval also covers the rule by which further contacts are added and any reminder message. Your approval must be recorded in the Service and is your documented instruction to LightWork under applicable data protection legislation.

5.7

Screening Questions and Criteria

Felicity can be configured with screening questions and criteria of your choice. You are responsible for that configuration and its compliance with section 4, and must ensure it does not capture protected characteristics or discriminate unlawfully, including under the Equality Act 2010 and the Renters’ Rights Act 2025. If you enable automated viewing booking, you must review every enquiry it does not book and respond to the enquirer within two working days.

Communications Standards

All communications sent through the Service on the Client’s behalf must:

(a) Be truthful, accurate, and not misleading.

(b) Identify the Client (or the Client’s brand) as the sender, even where Felicity is the agent generating or sending the communication.

(c) Comply with any opt-out or unsubscribe requests from recipients, in accordance with the Privacy and Electronic Communications Regulations 2003 (PECR) and any successor legislation.

(d) Not be used to issue legal threats, statutory notices, or formal regulatory communications unless such use is expressly supported by the Service and the Client has obtained appropriate legal advice.

(e) Respect the privacy and dignity of all recipients, including tenants, prospective tenants, landlords, and contractors.

(f) If a Marketing Communication, have a Verified Lawful Basis and include a free and simple means of opting out. A “Verified Lawful Basis” is one of: the recipient’s consent; the soft opt-in under regulation 22(3) PECR; or the corporate subscriber exclusion in regulation 22 PECR, in each case confirmed by the Client and recorded by LightWork before sending.

LightWork operates the opt-out and suppression mechanism for Marketing Communications. An opt-out received on any channel applies to all Marketing Communications sent on the Client’s behalf, on every channel, and is recorded against the contact so that it continues to apply following any subsequent import or synchronisation of contact data.

Where LightWork controls the sending identity for a Marketing Communication (the domain, telephone number or messaging account), LightWork must ensure it identifies the Client as required by paragraph 6(b).

All communications sent through the Service on the Client’s behalf must:

(a) Be truthful, accurate, and not misleading.

(b) Identify the Client (or the Client’s brand) as the sender, even where Felicity is the agent generating or

sending the communication.

Electronic Communications Regulations 2003 (PECR) and any successor legislation.

(d) Not be used to issue legal threats, statutory notices, or formal regulatory communications unless such

use is expressly supported by the Service and the Client has obtained appropriate legal advice.

(e) Respect the privacy and dignity of all recipients, including tenants, prospective tenants, landlords, and

contractors.

Enforcement

7.1

Monitoring

We reserve the right to monitor use of the Service to the extent necessary to ensure compliance with this AUP, to protect the security and integrity of the Service, and to comply with applicable law.

7.2

Breach and Remediation

If we reasonably believe that you or any authorised user has breached this AUP, we may:

(a) Issue a written notice requiring you to remedy the breach within a reasonable period.

(b) Suspend access to the Service (in whole or in part) where the breach poses an immediate risk to the security of the Service, to third parties, or to LightWork’s legal or regulatory standing.

(c) Terminate the relevant agreement in accordance with the termination provisions of the Order Form, Master Services Agreement, Subscription Agreement or Pilot Agreement (as applicable), if the breach is material and has not been remedied within the notice period.

If we reasonably believe that you or any authorised user has breached this AUP, we may:

(a) Issue a written notice requiring you to remedy the breach within a reasonable period.

(b) Suspend access to the Service (in whole or in part) where the breach poses an immediate risk to the

security of the Service, to third parties, or to LightWork’s legal or regulatory standing.

Master Services Agreement, Subscription Agreement or Pilot Agreement (as applicable), if the breach

is material and has not been remedied within the notice period.

7.3

Suspension of Marketing Communications

We may suspend Marketing Communications, in whole or in part, where a Verified Lawful Basis cannot be established or a messaging platform issues a warning, restriction or strike. Suspension under this clause is not a breach of any agreement with the Client.

If we reasonably believe that you or any authorised user has breached this AUP, we may:

(a) Issue a written notice requiring you to remedy the breach within a reasonable period.

(b) Suspend access to the Service (in whole or in part) where the breach poses an immediate risk to the

security of the Service, to third parties, or to LightWork’s legal or regulatory standing.

Master Services Agreement, Subscription Agreement or Pilot Agreement (as applicable), if the breach

is material and has not been remedied within the notice period.

Reporting Violations

If you become aware of any breach of this AUP, whether by your own authorised users or by a third party, you must notify LightWork promptly by contacting us at:

Email: support@lightwork.co

Post: Lightwork Holding Ltd, 83 Victoria Street, London, SW1H 0HW

Contact

For questions about this Acceptable Use Policy, please contact us at:
Email: contact@lightwork.co

Address: Lightwork Holding Ltd, 83 Victoria Street, London, SW1H 0HW, United Kingdom

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AI-powered property management for UK lettings and estate agents.

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83 Victoria Street, London, SW1H 0HW

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Ready to let Felicity handle the admin?

Book a walk-through to see exactly how Felicity can streamline your property operations

Book a Demo

AI-powered property management for UK lettings and estate agents.

Subscribe for useful tips and tricks

83 Victoria Street, London, SW1H 0HW

Ready to let Felicity handle the admin?

Book a walk-through to see exactly how Felicity can streamline your property operations

Book a Demo

AI-powered property management for UK lettings and estate agents.

Subscribe for useful tips and tricks

83 Victoria Street, London, SW1H 0HW