Privacy policy

We’re committed to respecting and protecting your privacy.

This Privacy Policy explains when and why we collect personal information about our website visitors, customers, tenants, landlords, and people who contact or interact with us, how we use it, the conditions under which we may disclose it to others and how we keep it secure.

How do we collect personal information about you?

We obtain personal information about you that you provide to us through our website, emails, telephone conversations, documents you provide to us.

We also obtain personal information relating to you using automated technical means when you visit our website or call us.

What type of personal information do we collect?

The information we collect from you might include (but is not limited to) your name, address, email address, phone number and any other information you choose to provide to us or are required to provide to us, in order for us to carry out our services.

The information we collect through our phone system include your phone number. In addition, in limited circumstances our phone system may also take audio recordings of the call, for the purpose of training and quality assurance. We may also transcribe voicemails that you leave.

How long do we retain your personal information?

We review our retention periods for personal data on a regular basis.

We are legally required to hold some types of information for certain prescribed periods to fulfil our regulatory and statutory obligations. Outside of specific obligations, we will hold your personal data on our systems for as long as is necessary for the relevant purposes for which we use it, or in accordance with any retention periods set out in any relevant contract you hold with us.

The period for which we will keep your personal data will depend on the type of information you have provided to us and the service (if any) that you have requested from us.

How do we use your personal information?

We may use the information that you directly provide to us in the following ways:

  • To communicate with you. 

    We may use your personal information to provide you with information you have requested from us, respond to enquiries or requests from you, communicate with you in relation to those enquiries or requests and arranging visits to your property by our staff or to handle any complaints you might have. Our legal basis for this use is our legitimate interests, namely carrying out activities in the course of our business, in response to customer enquiries or requests.

  • To let you know about things we think you might be interested in. 

    We may use your personal information to send you marketing communications from us and our group entities listed in this privacy policy, if you have chosen to receive these.

We may use the information that we automatically collect using technical means through our website to:

  • Administer our site and for troubleshooting, testing, research and statistical purposes.

    We use Google Analytics, a third-party website monitoring tool. Our legal basis for this is our legitimate interests, namely monitoring the use of our software and IT systems, improving our website, or consent, where this is required by law.

  • Measure or understand the effectiveness of our own advertising activity.

    Our legal basis for this use is our legitimate interests, namely improving the relevancy of our advertising;

  • Measure or understand the effectiveness of our marketing emails.

    Our legal basis for this use is consent.

This automated collection of information may involve the use of cookies. Please see our Cookies Policy below for further detail.

We may analyse the personal information we collect directly from you and obtain using automated technical means to create a profile of your interests and preferences so that we can contact you with information relevant to you (if you have chosen to receive marketing communications from us).

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Who has access to information?

We will not sell or rent your information to third parties.

We may pass your information to third party service providers and our group entities, including but not limited to business partners, suppliers and sub-contractors working on our behalf for the purposes of completing tasks and providing services to you. Any third parties with whom we share personal data have contractual obligations to meet our safeguarding requirements.

Your rights

In this section we have summarised the rights that you have under data protection law. Some of the rights are complex, applying only in certain circumstances and subject to certain exceptions, and in the interests of keeping this policy concise, not all of the details have been included in our summaries. Accordingly, you should read the relevant laws and guidance from the regulatory authorities for a full explanation of these rights.

You have the right:

  • To object to us processing your personal information for marketing purposes. If you object, we will stop processing your personal information for this purpose. When we collect your data, you can choose whether you wish to receive marketing communications from us. If you wish to stop receiving marketing communications, you can opt out at any time by clicking an ‘unsubscribe’ link at the bottom of one of our emails.
  • To access the information we hold about you and certain information about our processing of it and your rights in relation to it.
  • In certain circumstances, to obtain erasure of the personal information we hold about you, subject to certain exceptions.