Privacy notice

Information we collect

When you submit a property enquiry, we may collect your name, email address, phone number, property address, borough, property type, occupancy details and any notes you choose to provide. If you become a client, we may also collect documents and correspondence needed to provide the agreed service.

How we use it

We use your information to review and respond to enquiries, take steps requested before entering a contract, provide agreed services, maintain business and tax records, handle complaints and protect our legitimate business interests.

Our lawful bases

• Contract: taking requested steps before a contract and delivering an agreed service.
• Legitimate interests: responding to genuine business enquiries, keeping appropriate records and improving the service.
• Legal obligation: retaining records required by tax, accounting or other applicable law.

Who receives information

We use service providers for website hosting, secure database storage, email and business administration. They process information only to provide those services. Information may also be shared with a council, contractor or professional adviser when this is necessary for the service and you have been told or asked first, unless disclosure is required by law.

Advertising measurement

With your permission, we use the Google tag to understand whether Google Ads lead to website visits, enquiries or purchases. Optional advertising and analytics storage remains denied unless you accept it through the cookie banner. See our cookie notice for details and to change your choice.

How long we keep it

Unsuccessful or inactive landlord-service enquiries are normally kept for up to 12 months after the last contact. Client, transaction and service records may be retained for up to six years where needed for tax, contractual or legal purposes. We remove information sooner when it is no longer needed.

RepairDesk enquiries

RepairDesk enquiries are stored separately from landlord-service enquiries. We use your safe contact details, property and landlord or agent details, repair category and reporting status to check suitability, conflicts and capacity. Please do not send medical records or identity documents with an initial enquiry.

RepairDesk enquiries that do not become accepted matters are kept for 90 days from submission, then deleted unless a documented reason requires longer retention. Accepted matters receive their retention information and written scope before work begins. We do not share your enquiry with a landlord or potential referral organisation without discussing it with you first, unless disclosure is legally required.

Security and international processing

We use access controls and reputable service providers to protect personal information. Some providers may process data outside the United Kingdom; where this happens, we rely on recognised safeguards required by UK data protection law.

Your rights

Depending on the circumstances, you may ask for access, correction, deletion, restriction, objection or a portable copy of your information. Contact us to make a request. You may also complain to the Information Commissioner’s Office.

Updates

We will update this notice when our services or data-handling practices change. The latest version will remain available on this page.