Contact · Updated 4 September 2026 · v1.0
Contact
Version 1.0. Effective 4 September 2026. How to reach Duty Agent, how quickly we reply, the company details the law requires us to show, and what to do in an emergency.
Draft note. Placeholders to fill before publishing
[LEGAL ENTITY NAME], [COMPANY NUMBER], [REGISTERED ADDRESS], [VAT STATUS], [ICO REGISTRATION NUMBER].
This is a draft. Bracketed placeholders are filled and a solicitor reviews the text before the first agency signs.
In plain English
Email is the fastest way to reach a person. We reply to most emails within 2 working days and to complaints within 5. The demo phone number is answered by our AI, not a human. If someone is in danger, call 999; we are not an emergency service.
1.Email
Use these subject lines so the right thing happens quickly:
| Subject | Use it for |
|---|---|
| Sales | Questions before signing up, Founding Partner places |
| Support | Anything not working, divert sheet, Digest problems |
| Cancel | Cancelling a Branch or the Account |
| Privacy | Data requests, questions about a recording |
| Complaint | Anything you are unhappy about |
2.Response times
2.1 General and support emails: within 2 Working Days (Monday to Friday, excluding bank holidays in England).
2.2 Complaints: acknowledged within 5 Working Days with a named person handling it, and a full reply within 20 Working Days. Data protection complaints are also acknowledged within 30 days as Article 77A UK GDPR requires; we aim to beat that.
2.3 Data subject requests: within one month, as UK GDPR requires.
2.4 Founder-run means one person reads this inbox. Out of hours we may be slower. Anything about a live fault affecting calls is read first.
3.Post
[LEGAL ENTITY NAME]
[REGISTERED ADDRESS]
Please use email where you can. Post is checked weekly.
4.Telephone
4.1 Demo line: 020 3000 0000. This number is answered by Duty Agent's AI receptionist, not a person. It exists so you can hear the service. The call is recorded and transcribed in the same way as a live agency call, and the AI will say so at the start. Demo recordings are kept for 30 days.
4.2 We do not publish a telephone number for human support during the pilot. If you need to speak to a person, email with "Call me" in the subject and a number, and we will ring you.
5.Emergencies
5.1 Duty Agent is not an emergency service and cannot dispatch anyone.
5.2 If there is a danger to life or property, call 999.
5.3 If you are a tenant with an urgent repair (gas smell, flood, no heating in winter, lock-out), call your agency's own out-of-hours or on-call line. If you reached the AI on your agency's number and described an emergency, the AI will try to transfer you to that line. If the transfer fails, the AI will say so and the call will still be in the agency's morning Digest, but that is not a substitute for the on-call line.
5.4 For a gas leak call the National Gas Emergency Service on 0800 111 999.
6.Company details
Duty Agent is a trading name of [LEGAL ENTITY NAME], a company registered in England and Wales.
Company number: [COMPANY NUMBER]
Registered office: [REGISTERED ADDRESS]
VAT: [VAT STATUS]
ICO registration: [ICO REGISTRATION NUMBER]
Email: hello@dutyagent.co.uk
Website: https://dutyagent.co.uk
These details are shown to meet section 82 of the Companies Act 2006 and regulations 24 and 25 of the Company, Limited Liability Partnership and Business (Names and Trading Disclosures) Regulations 2015, and regulation 6 of the Electronic Commerce (EC Directive) Regulations 2002.
7.Legal documents
- Terms of Service: /legal/terms
- Privacy Notice: /legal/privacy
- Refunds and Cancellation Policy: /legal/refunds
- Data Processing Addendum: /legal/dpa
Version history
| Date | Version | Change |
|---|---|---|
| 4 September 2026 | 1.0 | First version |