Privacy Policy

Mission Statement

At Letlilo, we are passionate about safeguarding the personal data of all stakeholders - our valued customers, dedicated employees, and trusted partners. We believe that data protection is not just a legal requirement, but a moral imperative. That's why we go above and beyond to implement the most robust and state-of-the-art security measures to protect all personal data entrusted to us. We are committed to compliance with all relevant laws and regulations and will only use personal data for lawful business purposes. We strive to ensure that the data we collect is accurate, complete, and up-to-date, and that it is kept safe from unauthorised access, loss or damage. Data protection is at the core of our values, and we believe everyone has a right to privacy.

Legislation

Letlilo must look after your personal information by law. The main legislation that applies to protecting your information is:

• General Data Protection Regulations (UK) (GDPR UK)
• Data Protection Act 2018 (DPA)
• Human Rights Act 1998 (Article 8) (HRA)
• Privacy and Electronic Communications Regulations 2003 & 2011 (PECR)
• Money Laundering Regulations 2017
• Proceeds of Crime Act 2002
• The Data Protection, Privacy and Electronic Communications (Amendments etc.)(EU Exit) Regs 2019
• Telecommunications (Lawful Business Practice) (Interception of Communications) Regulations 2000
• Regulation of Investigatory Powers Act 2000 (RIPA)

1. Who we are

This Privacy Notice applies to the use and processing of personal information collected by Letlilo.

Letlilo is the Data Controller and we have a legal duty to protect any information we collect from you. The phrases 'us', 'we' or 'our' will mean Letlilo.

Our Data Protection Officer can be contacted by email at support@letlilo.com or in writing at Highfield House, Congleton Road, Stoke-on-Trent, Staffordshire, ST7 3SY.

2. Information covered by this Privacy Notice

This Privacy Notice covers use of personal information as defined in GDPR UK & the Data Protection Act 2018.

Personal data is any information about an identified or identifiable natural person "a data subject"; an identifiable natural person is one who can be identified, directly or indirectly, by reference to an identifier such as their name, alias, address, national insurance number, telephone number, email address, contact information, financial information, IP address. It can include information in different formats including electronic data, hand-written notes, voice recordings, photographs, CCTV footage.

Special category personal information is personal information which reveals racial or ethnic origin, political opinions, religious/spiritual/philosophical beliefs, trade union membership, genetic or biometric data, physical or mental health data, sex life or sexual orientation data, criminal or alleged criminal offences.

3. Where do we get personal information from?

When you enquire or register for products and services provided by Letlilo we may collect personal information from a variety of sources.

The majority of the personal information we collect will have been provided by you during the course of your relationship with us either through face to face contact, by telephone, email or electronic communication such as messaging, on-line forms or emails.

However, we may also obtain your personal data from other sources including:

• Information we collect when you visit our websites
• Companies which support advertising services that promote our services including online property portals (such as Rightmove and Zoopla), social media and networking sites (such as Facebook and Twitter) and online advertising platforms
• Information provided to us by other third parties, such as your solicitor
• Other publicly available sources such as the Electoral Roll and Land Registry

4. What information do we collect?

We collect your personal information based on the service or services we are offering you. We will only collect the information needed. We will not sell your personal information to anyone. Some examples of information we may collect directly from you include:

Personal Information

• Full name
• Email address
• Phone number
• Home and mailing addresses
• Date of birth
• Social Security Number (where required)
• Driver's license or ID information
• Employment and income details
• Rental history
• Emergency contact details

Property & Maintenance Information

• Property address
• Maintenance issues reported
• Work order history
• Access permissions

Application and Interest Form Data

• Preferred rental units or property type
• Move-in dates
• Co-applicants or household information

Payment and Financial Information

• Bank account or payment card details (processed securely via third-party payment processors)
• Transaction history
• Security deposits and rental payments

Technical & Usage Data

• IP address
• Browser type and version
• Device identifiers
• Pages visited
• Referring URLs
• Access times

5. How we use your information

We will process the information you provide, or we obtain from other sources to provide you with products and services and answer any questions you may have.

The following are examples of how we use the information we collect:

• To provide estate agency services, including valuing or marketing your property/dwelling, to arrange and carry out accompanied viewings, and helping you search for a new home.
• To provide a full lettings service for tenants, prospective tenants, contract holders and landlords.
• To provide full property management and maintenance services.
• To advise on financial products, such as mortgages, insurance and protection products.
• To carry out regulatory checks to prevent fraud, unauthorised transactions, money laundering, tax evasion etc.
• To register a tenant's/contract holder's deposit with a deposit protection scheme.
• To process payments of rent, and maintenance for you if a property/dwelling is being let.
• To arrange an energy performance certificate or home report/survey inspections for you.
• To offer an inventory and check in/check out service for rented properties/dwellings.
• To liaise with utility companies and local authorities regarding property services.
• To carry out tenant/contract holder referencing and credit reference checks.
• To carry out guarantor referencing and affordability checks.
• To monitor and improve our products and services.

6. Lawful basis of processing your personal information

Letlilo processes your personal information under any of the following lawful conditions:

• Consent Article 6 (1)(a) GDPR - if we process information under consent, we will seek your clear and affirmative consent before processing your data, for example, to receive marketing information of properties for sale or to let.
• Performance of a contract Article 6 (1)(b) GDPR - this is where the collection and processing of your data is necessary for the performance of a contract to which you are a party.
• Legal obligation Article 6 (1)(c) GDPR - where the collection and processing of your personal data is necessary for compliance with a legal obligation, for example, to comply with the Data Protection Act, verify your identity, for fraud and money laundering prevention.
• Processing is necessary for the performance of a task carried out in the public interest Article 6 (1)(e) for example carrying out money laundering checks.
• Legitimate interests Article 6 (1)(f) GDPR - some personal information is processed by Letlilo as part of its legitimate interests which includes direct marketing, web analytics, sales and lettings.

7. Who we share your information with

We may share information within Letlilo to provide you with an agreed product or service, for example planning advice or mortgage services or for any other purpose agreed by you.

We do not sell your personal data. We may share your information with:

• Property owners or landlords for application and tenancy management
• Maintenance and repair vendors
• Payment processors
• Credit reference agencies (with your consent)
• Legal and tax professionals
• Regulatory or law enforcement authorities (where required)

All service providers are bound by data protection agreements to safeguard your information.

8. How long we keep your information for

We are required to keep your information for as long as is reasonably necessary to fulfil our legal and regulatory obligations. We have a Retention and Destruction Schedule to ensure we comply with the relevant legislation when processing your information.

• For lettings we keep your information for 6 years after you have stopped using our service.
• For property sales we keep your information for 6 years after the sale has been completed.
• For financial records, we keep your information for 8 years if your application is successful.
• For insurance policies we keep your information for 6 years after the policy expiry date.
• For mortgages and records, we keep your information for 30 years.
• For general enquiries and marketing, we will keep your information for 2 years.
• Any copies of ID documents needed to verify your identity will be kept on file for anti-money laundering for 5 years.

9. Your rights

You have a number of rights concerning the personal information we process about you. You have the right to:

• Ask us for access to a copy of your personal information we hold about you.
• Ask us to correct your personal information if it is inaccurate.
• Ask us to delete your personal information.
• Ask us to transfer your data if your information is processed by automated means.
• Withdraw your consent to use your personal information.
• Ask us to restrict the use of your personal data, including direct marketing.
• Object to our use of your personal data for our legitimate business interests.
• Object to an automated decision.

To exercise these rights, please contact us at: support@letlilo.com

10. How we protect your information

We store your personal information on our electronic computer systems and in our paper filing systems.

In accordance with the law, we have strict security procedures to ensure that personal information is not damaged, destroyed or misused, and to prevent unauthorised access to your information. Serious data breaches are reported to the ICO within 72 hours, in accordance with the GDPR UK and the Data Protection Act 2018.

11. Data Transfers

The GDPR UK applies to the UK only. GDPR UK is based on the GDPR EU which applies all countries within the EU and European Economic Area (EEA). The EU and the UK have agreed adequacy status for the continued free-flow of personal data within the UK, EU and EEA. We will ensure that there is adequate security and comparable legislation in place before sending your information to other countries outside the EEA.

12. Who to contact to make a complaint

If you wish to make a complaint about our compliance with UK GDPR or data protection, please write to our Data Protection Officer at support@letlilo.com

If you remain dissatisfied following a complaint to our Data Protection Officer, you can submit a complaint about data protection, privacy and data sharing issues directly to the Information Commissioner's Office (ICO) at:

Information Commissioner's Office
Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

Website: https://ico.org.uk/
Email: casework@ico.org.uk
Telephone: 0303 123 1113

13. Contact Us

If you have any questions or concerns about this Privacy Policy or our data practices, please contact us at: