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The Chartered Institute of Housing is the independent voice for housing and the home of professional standards

Website terms and conditions

Our website terms and conditions are below. Find out how we use information and also keep your details safe.

These are the terms and conditions between the user ("you") and the Chartered Institute of Housing ("CIH", "we", "us"). Please read these terms and conditions carefully as they will govern your use of the CIH website at, including any contracts for the supply of products or services you seek to enter into with us through the Site.

CIH is incorporated by Royal Charter and our registered office is at Octavia House, Westwood Business Park, Coventry, CV4 8JP, United Kingdom.

Acceptance of the terms and conditions

You acknowledge and agree to these Terms and Conditions when you use the Site. If you disagree with any part of the Terms and Conditions, you may not access or use the Site in any way. We do not accept amendments to these Terms and Conditions. You agree to use and continue to use the Site and all services provided through it in a manner consistent with all applicable laws and regulations and in accordance with these Terms and Conditions.

Changes to the terms and conditions

You acknowledge and agree to these Terms and Conditions when you use the Site. If you disagree with any part of the Terms and Conditions, you may not access or use the Site in any way. We do not accept amendments to these Terms and Conditions. You agree to use and continue to use the Site and all services provided through it in a manner consistent with all applicable laws and regulations and in accordance with these Terms and Conditions.

CIH reserves the right to change or update these Terms and Conditions from time to time without prior notice to users. Any changes will take effect from the day they are first posted on the Site or notified to you, whichever is the sooner. The Terms and Conditions in force at the time of your access the Site will apply to you each time you access it.

Additional Terms and Conditions

Specific event bookings and certain items available for order through the Site may be subject to additional terms and conditions. Those specific terms will be drawn to your attention at the time you are placing the relevant booking or order. Where you are advised that additional terms apply, you will be deemed to have accepted them in full if you continue with your booking or order thereafter. If you have any queries regarding the applicable terms, please contact us before you book a place on any such event or order any product or service.

Your Account

If you use the Site, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer to prevent unauthorised access to your account. You agree to accept responsibility for all activities that occur under or using your account or password. You should take all necessary steps to ensure that the password is kept confidential and secure and should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if the password is being, or is likely to be, used in an unauthorised manner.

Please ensure that the details you provide us with are correct and complete and inform us immediately of any changes to the information that you provided when registering or that we hold about you from time to time. You can access and update much of the information you provided to us within the My CIH area of the Site or by contacting To the maximum extent permitted by law, the CIH shall bear no responsibility or liability for any failure of transmission, misdirection of correspondence, or loss or damage contributed to or caused by your failure to update your details from time to time.

CIH reserves the right to refuse access to the Site, terminate accounts, remove or edit content, or cancel orders at our discretion.

Access to the Site

We will do our utmost to ensure that availability of the Site will be uninterrupted and that transmissions will be error-free. However, due to the nature of the Internet, this cannot be guaranteed. Also, your access to the Site may also be occasionally suspended or restricted to allow for repairs, maintenance, or the introduction of new facilities or services. We will attempt to limit the frequency and duration of any such suspension or restriction. CIH will not be liable for any loss or damage (whether direct, indirect or consequential) incurred by you resulting from any such interruption or lack of access to the Site.


The links provided on the Site will let you leave the Site. The linked sites are not under the control of CIH and CIH is not responsible for the contents of any linked site, or any link contained in a linked site, or any changes or updates to such sites. CIH has included these links for your convenience and the inclusion of a link does not imply or constitute CIH endorsement of the site or any products or services advertised on or provided through it. CIH accepts no responsibility for any loss or damage you sustain by visiting these websites.

Terms of use

Comments are open to all users registered on this site.
Users of the comments are, by participating, agreeing to the following terms of use, which are:

  • not to use inappropriate, threatening, obscene or abusive language
  • not to discriminate, abuse or incite hatred on the basis of gender, sexuality, race, religion, nationality or any other personal characteristic
  • not to advertise goods/services which are for sale
  • not to post private details such as postal addresses
  • not to impersonate another person or falsly claim to represent an organisation or another individual

CIH reserves the right to edit/delete any postings or users accounts.

Caring for Your Data

We will have in place a level of security appropriate to the nature of the data and the harm that might result from a breach of security. Data relating to you and your use of the Site is held in our corporate databases. We will:

  • Not hold information about you which is excessive in relation to the purpose(s) for which it is used.
  • Use only the very latest data provided by you. To help us do this, please keep us informed if any of your details change. You can do this by updating your profile in the My CIH area.
  • Not keep information for longer than is necessary to enable us to resolve any subsequent queries and to comply with any legislative and regulatory requirements and for our audit purposes.
  • Process your data in accordance with your rights under the Data Protection Act 1998.

How Secure is Information About Me?

  • We work to protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts information you input.
  • We reveal only the last (five) digits of your credit card numbers when confirming an order. Of course, we transmit the entire credit card number to the appropriate credit card company during order processing.
  • We maintain physical, electronic and procedural safeguards in connection with the collection, storage and disclosure of personally identifiable customer information. Our security procedures mean that we will request proof of identity before we disclose personal information to you.
  • It is important for you to protect against unauthorised access to your password and to your computer. Be sure to sign off when you finish using a shared computer.

Third Party Mailings

Member data may also be used to provide mailing lists to third party suppliers for the purpose of mailing items to you, e.g. the CIH Annual Report. These lists include names, job titles and addresses. Member data is used to provide mailing lists to your regional branch committee for the purpose of contacting you about events and services that they can offer to you.

We do not provide mailing lists or contact details to third parties for the purposes of marketing but we may pass your details to members of our group of companies for purposes which relate to your membership and to provide you with information about products or events that might be of interest to you. You can always opt out of receiving such correspondence, free of charge, by contacting us.

Your Rights

You have certain rights under the Data Protection Act in relation to the information that we hold about you. These rights include:

  • Access to personal data. You may request, by writing to the address below, details of the information that we hold about you and the purpose for which it is held. Provision of such information will be subject to a charge, currently £10. Your request will be met within 40 days of receiving the request and fee and any additional information we require in order to meaningfully respond to your request.
  • You are entitled to require us to stop using information about you for the purposes of direct marketing. Direct marketing means the communication of any advertising or marketing material which is directed to you.

Who has Access to your Data?

Staff of the CIH Group are only permitted to make changes to our corporate databases when they are trained. Certain details are protected and can only be viewed or amended by trained staff e.g. the payment of subscriptions. In addition, staff at the following organisations have access to your information:

  •  External suppliers of mailing and database services etc to the CIH. Any supplier of this kind is subject to a data confidentiality agreement.

Method of communicating with you

To the maximum extent permitted by law, you consent to receive communications from us electronically and you agree that all notices and other communications sent to you electronically satisfy all legal requirements that such communication be in writing. Information provided by us through the Site, including by email, cannot be guaranteed to be secure or error-free. It may also be subject to loss, interception or alteration. We will not be liable for any loss or damage, howsoever arising, occurring as a result of such electronic communication being lost, intercepted or altered or affected in any way.


The Site and its contents are provided on an "as is" basis and CIH does not make any representations or warranties (and expressly disclaim the same to the fullest extent permitted by law) with respect to the Site, its contents and the services available on and/or through it. In particular, CIH does not represent or warrant that the material comprised on this Site is completely accurate or up-to-date and CIH shall have no liability in respect of such material or for any use of or reliance upon any such material by any person.

Users should take legal, financial or other appropriate advice before taking any action arising out of use of material from the Site. The documents and related graphics on the Site could include technical inaccuracies or typographical errors. The CIH cannot assume responsibility for any errors or omissions on the Site.

Intellectual property

All content on the Site, including all intellectual property rights and including (but not limited to) text, graphics, logos, and images is the property of CIH, its affiliates or its content suppliers. You may not copy, retransmit or deal in any manner with any content of the Site without CIH’s express written consent, save that you are hereby granted permission to use documents such as (but not limited to) press releases, consultation papers and briefings from the Site, provided that (1) the CIH copyright notice appears in all copies, (2) such permission is only for your personal, non-commercial use, and (3) you do not copy or upload such information to any network computer or broadcast it on any medium whatsoever.

You may not create and/or publish your own database which utilises sections of the Site and/or any database on the Site or accessible through it without CIH’s express written consent.

No logo, graphic or image from the Site may be copied or retransmitted unless expressly permitted in writing by CIH.


No waiver by us of any breach of these Terms and Conditions shall be a waiver of any subsequent breach of the same or any other provision of them.


CIH will be responsible for any losses you suffer as a result of us breaching these conditions if the losses were reasonably foreseeable to both you and us when you commenced using the Site. We will not in any event and to the maximum extent permitted by law be responsible for any business loss (including loss of profits, revenue, contracts, anticipated savings, data, goodwill or wasted expenditure) or any other indirect or consequential loss, whether or not reasonably foreseeable to both you and us when you commenced using the Site. CIH does not limit in any way its liability by law for death or personal injury caused from our negligence or breach of duty or caused by our gross negligence or wilful misconduct.

Governing law and jurisdiction

These Terms and Conditions are governed by and construed in accordance with English law and the English courts shall have exclusive jurisdiction in relation to any matter or dispute arising out of or in connection with them (including any dispute as to interpretation).

Specific CIH Membership terms and conditions

Existing CIH members can renew their membership online and pay the appropriate fee for that renewal. CIH will process your renewal application and, provided that your payment is received in cleared funds and that you continue to meet the relevant criteria for the grade of membership concerned, will renew your membership for the relevant period at the end of your current membership.

If you are not already a CIH member, you may be able to apply for membership on the Site. If you do so, then you may become a [GRADE] member, subject to paying the appropriate fee and meeting the criteria set for that grade by CIH. CIH may change those criteria at its discretion from time to time and the approval of your membership application is subject to CIH's discretion.

All members are subject to and agree to be bound by, and to comply with, the Charter and Byelaws of CIH in force from time to time, as soon as they are accepted as members of CIH. A copy of the current Charter and Byelaws is available at

If you are accepted, via the Site, for CIH membership and, for any reason, your grade of membership changes or CIH (in its sole discretion) determines that it should change in order to comply with the Charter and Byelaws in force from time to time, we will refund to (or seek from) you the difference in fees between the grade you were accepted for and the grade you should be on.

Specific CIH online terms and conditions

The terms and conditions contained in this section apply in addition to the terms and conditions set out above and govern your use of any part of the Site which permits you to order goods and/or services from CIH.

1. Licence terms

Where products supplied are subject to third party intellectual property or licensing arrangements, they are supplied by us to you subject to the terms and conditions of the respective service. You are required to accept such terms and conditions before first using the relevant service. Use of the relevant product or service is deemed to be acceptance of the terms and conditions of such service

2. Ordering and contracts

CIH does not bear any responsibility for the accuracy, completeness or currency of any information provided on the Site including in relation to prices, availability and delivery times (as is covered in more detail elsewhere in these Terms and Conditions). As such, your placing an order on the Site shall be deemed to be an offer to purchase the items in that order for the price shown on the Site. After you have successfully completed the order process on the Site, we will send you a confirmation email setting out your order reference.

If the items you have ordered are in stock and available for postage to you, that confirmation email shall constitute acceptance of your offer (subject always to these Terms and Conditions).

If some or all of the items you have ordered are not in stock and/or unavailable for postage to you, that confirmation email shall constitute acceptance of your offer in respect of those items that are in stock and available for postage, but the remainder of the order shall not be accepted by us.

Please see paragraphs 3 ("Pricing") and 5 ("Availability") which set out how we deal with the unusual situations where an item you have ordered is wrongly-priced on the Site or temporarily unavailable. In such circumstances, we will only accept the relevant offer by you to purchase any item(s) once we have confirmed that you wish to purchase such item(s) and we have processed payment for, and despatched, the same.

For the avoidance of doubt, us processing payment for any order shall not be deemed to be acceptance of that or any other order, as all or part of such payment may be refunded to you in accordance with these terms and conditions without giving rise to any contract for the sale of the items in that order

3. Pricing and payments

CIH aims to provide the most accurate information on prices at all times. We supply items at published prices except where a specific discount is offered. In the event of a pricing error such that the applicable price is lower than the advertised one, we will charge you the lower price and refund any excess amount already paid. In the event of a pricing error such that the applicable price is higher than the advertised one, howsoever caused, we will check with you to see if you still wish to receive the relevant product or service at the new price and, if you do not, will refund your payment for it. The only currency accepted by the Site is UK Pounds Sterling (£) and all prices are displayed in that currency.

Unless we agree to invoice you separately, full payment for all orders is required at the time of ordering. It will be made clear during the order process whether payment in cleared funds is required or whether we will raise an invoice. Goods remain the property of CIH until payment is received. Payment can be made by MasterCard, Visa, Maestro, BACS or personal cheque. We reserve the right to amend the payment methods we accept from time to time.

Books are currently zero-rated for VAT. If there is any change in legislation, VAT will become applicable at the standard rate in accordance with such changes and from the date required by the legislation. CIH’s VAT registration number is 233 8459 50.

CIH provides discounted pricing on certain items. Where CIH member discounts are available you will be requested to provide your CIH membership number to receive the discounted price. If you are using our online services, your membership discount will be automatically applied to the non-member prices.

4. Postage charges

  • For UK Orders:

£3.00 for the first item in any order and then £1.00 for every additional item. Please note that a minimum postage charge of £3.00 is applicable on all UK orders unless indicated otherwise.

  • For European and Rest of World Orders:

Postage will be based on weight and charged at cost. We will contact you prior to despatch to confirm the final price and agree delivery. You have the right to cancel your order at this stage.

5. Availability

Although we do try to ensure that the Site displays the most up-to-date availability information, availability displayed for each product or service advertised is subject to change. Any information regarding availability is subject to the stock level information which we are provided with.

If you order a product or service which is out of stock, you will be informed of this within 5 days of the date you place the order. Orders for these items will be recorded and supplied when available unless you have cancelled your order prior to such despatch, which you can do by contacting our customer service department at or on +44 [0] 2476 851700

6. Delivery details

Orders placed online and paid for by MasterCard, Visa or Maestro will be posted within five working days, provided goods are in stock at the time of processing the order. Please allow up to 14 days for delivery. We will not be held responsible for any delay or failure to comply with our obligations under these Terms and Conditions if the delay or failure is as a result of any cause which is beyond our reasonable control.

  • UK Mainland

Orders will be despatched to UK mainland addresses by either Royal Mail first class post or carrier.

  • UK Off-Shore Islands, Northern Ireland

Orders will be despatched by Royal Mail first class post or carrier.

  • Nortern Ireland and the Republic of Ireland, Europe and International Orders

Orders will be despatched by using the method which, in CIH's opinion, is most suitable for the relevant goods ordered.

7. Customs and duties

When ordering goods from the Site for delivery overseas, the overseas recipient may be subject to import duties and taxes. Any additional charges for customs clearance shall not be borne by CIH and it is your responsibility to establish whether these may or will be applicable and to make provision for their payment.

8. Refunds

Refunds to credit cards will be processed immediately if goods that were shown as being in stock when ordered by you are subsequently unavailable when the relevant order is processed.

9. Returns

We are happy for you to return items which are in their original condition. Such requests must be made within 30 days from date of delivery to you provided prior authorisation has been given by CIH. If you would like to return items to CIH then please contact our customer service department at or alternatively call them on +44 [0] 2476 851700 who will provide you with instructions for returning items. Please note that any refund will be processed as soon as reasonably possible once the goods have been returned to us in a good and saleable condition.

Please also contact our customer service department if you would like to return an item because of an error on our part (for example, if we delivered the wrong item to you not in accordance with your order – in which case we will refund the related delivery charges) or because an item is defective.

10. Claims

Claims for non-delivery must be made within 30 days from the date of notification of postage for UK orders, 40 days for overseas orders. Claims for shortages and damages must be made within 10 working days from date of receipt. All packaging must be retained for inspection. Claims not received within these periods may not be met. If you would like to make a claim then please contact our customer service department at or alternatively call us on +44 [0] 2476 851700.

11. Liability

CIH's liability to you for negligence, breach of contract and statutory duty in relation to any contract for the sale of goods by us to you shall be limited to the cost of replacing any goods and/or services ordered by you. It is not intended that any contract between CIH and you for the supply of goods and/or services should be enforceable by any third party.

Event booking terms and conditions

Please do not send any payment with this booking you will be invoiced before the event, once we receive your booking

All cancellations must be made in writing.

Once a booking has been made, there will be an administration charge of £50 per delegate for seminars and £70 per delegate for conferences for cancellation of that booking. If you cancel within 10 working days for seminars and 30 working days for conferences you will be charged the full fee.

If you make a delegate name change against your original booking there will be an admin charge of £30 + VAT per delegate

To qualify for the student rate you must be a CIH student with current membership

The CIH cannot guarantee that delegates’ names will be printed on the delegate list and a badge will be produced, if bookings are received within 10 working days of an event.

Please keep a photocopy of this form for your records, if possible.

CIH Events will not be liable for reimbursing delegate fees if delegates are not able to attend an event due to circumstances out of the CIH’s reasonable control including, but not limited to, weather conditions, fire, flood, transport strikes, closures or delays or any other Force Majeure or Act of God

Joining Instructions will be sent out 5 working days before the event. If you do not receive your JI’s please call the events team on 02476 851722. Not attending an event because you have not received JI’s will not be eligible for a refund

Purchase order numbers are required at the time of booking if your organisation requires you to provide one. Failure to do so or the provision of an incorrect PO number will not invalidate our payment terms.

If you downgrade your booking from two days to one day within 20 working days of the event you will be charged your original booking fee

Please contact our marketing team with any comments, questions or concerns

© 2010-12 Chartered Institute of Housing

These terms and conditions were last updated on [25 January] 2012.


Contact us

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024 7685 1700