This Privacy Notice will help you understand how we collect, use and protect your personal information. If you have any queries about this Privacy Notice or how we process your personal information, please contact Sophie Henwood or Tina Halls at Octagon House, 20 Hook Road, Epsom, Surrey, KT19 8TR or on 0208 786 7777
Who we are
The organisation responsible for the processing of your personal information is Wildheart Residential Management Limited, Octagon House, 20 Hook Road, Epsom, Surrey, KT19 8TR. This means that we are a ‘data controller’ under the Data Protection Act 1998 (and, once in force, the General Data Protection Regulation (also known as the GDPR)). Our registration number with the Information Commissioner’s Office is ZA137013
What information we collect about you
The personal data you have provided, we have collected from you, or we have received from third parties includes:
| Applicants & Tenants | Landlords, Freeholders & Lessees |
|---|---|
| Name, address, telephone numbers and email addresses | Name, address, telephone numbers and email addresses |
| Financial information including credit / debit card details and bank account details | Financial information including bank account details |
| Employment details |
How we collect information about you
Most of the personal information we hold about you is that which we collect directly from you, for example
- When you enquire about a property to let
- When you pay a fee for a service we provide
- When you enter into a tenancy agreement or management contract
- When you interact with us regarding repairs or tenancy renewals
- When you contact us or we contact you to raise concerns
Information held
The personal data we process may include contact details, employment and salary details, bank account details, passport information and may also include other sensitive data concerning health, if relevant. Where the provision of data is a statutory requirement, a contractual requirement or a requirement necessary to enter into a contract, a refusal to provide the data may mean that we are unable to provide you with our service.
To ensure that we provide you with the best service possible we will need to collect and retain certain personal data. The data will be collected and processed by employees of Wildheart Residential Management Limited or via third parties e.g. credit referencing companies, appointed letting agents, viewing agents, contractors, referees, local authorities.
What we use your information for and the lawful basis of processing
Your personal data will be used for:
| Applicants & Tenants | Landlords, Freeholders & Lessees |
|---|---|
| Arranging viewings of properties | Entering into a management agreement |
| Carrying out checks prior to entering into a contract e.g. referencing and right to rent checks | Issuing statements and invoices |
| Entering into a Tenancy Agreement (contract) | Making payments to you |
| Protecting your tenancy deposit | Interacting with you regarding your property |
| Refunding any overpayments | Providing relevant information to your Freeholder if you have one |
| Arranging for contractors, employees, surveyors etc to attend the property | Arranging for contractors, employees, surveyors etc to attend the property |
| Contacting you should we have any concerns regarding your tenancy | Liaising with Accountants, Insurers, Directors of Residential Management Companies etc |
| Updating you with relevant information regarding your home, tenancy, location etc | |
| Updating utility providers and council tax departments |
There are 6 lawful basis of processing your data – consent, a legitimate interest, contract fulfilment, a legal obligation, public task and a vital interest. A legitimate interest is when we have a business or commercial reason to process your personal data which needs to be balanced with your interests i.e. what is right and best for you.
Your personal data will be processed during and after your tenancy or contract and any subsequent tenancy or contract arranged through us.
Online identifiers, IP addresses and cookie identifiers
Where you visit our website we may collect information about your computer, including where available your IP address, operating system and browser type, for system administration and to report aggregate information to our advertisers. This is statistical data about our users’ browsing actions and patterns.
We may obtain information by using a cookie file which is stored on the hard drive of your computer. Cookies contain information that is transferred to your computer’s hard drive. They help us to improve our site and to deliver a better and more personalised service. They enable us:
- To estimate our audience size and usage pattern
- To store information about your preferences, and so allow us to customise our site according to your individual interests
- To speed up your searches
- To recognise you when you return to our site
You may refuse to accept cookies by activating the setting on your browser which allows you to refuse the setting of cookies. However, if you select this setting you may be unable to access certain parts of our site. Unless you have adjusted your browser setting so that it will refuse cookies, our system will issue cookies when you log on to our site. You can find more information about cookies at www.allaboutcookies.org
This policy only applies to our site. If you leave our site via a link or otherwise, you will be subject to the privacy policy of that website provider. We have no control over that privacy policy or the terms of the website and you should check their privacy policy before continuing to access the site.
Recipients of personal data
It will be necessary for us to process or share all or some of your personal data with a range of individuals, businesses and organisations and these may include:
| Applicants & Tenants | Landlords, Freeholders & Lessees |
|---|---|
| Contractors | Contractors |
| Our bank | Our bank |
| Our software providers | Our software providers |
| Your landlord | Your tenant (if we manage your tenanted property) |
| Referencing companies | Tenancy Deposit Protection Schemes (if we manage your tenanted property) |
| Tenancy Deposit Protection Schemes | Accountants and Insurance Companies |
| Utility providers | HMRC (if we manage your tenanted property) |
| Local authorities | Companies House |
| Your Freeholder or Directors of a Residential Management Company (if you have one) | |
| Solicitors |
Where is the data stored?
Your personal data is stored on our internal Microsoft Windows server, on company owned mobile devices and in a hosted backup facility provided by EMC. Some paper records are held in our offices. The data is always stored within the European Union or outside of the European Union but with an organisation operating under the General Data Protection Regulations.
Retention period and criteria used to determine the retention period
We will retain some elements of your personal data on our systems for up to 6 years after the end of your tenancy or contract with us. Reference checks will be deleted from our systems once your tenancy has ended and your account with us is clear. Right to Rent checks and passport information will be deleted from our systems within 1 year after the end of your tenancy. All of the data will take a further 30 days to delete from our hosted backup. What information can be anonymised will be when it is no longer required for either contractual fulfilment or a legitimate interest. If the lawful basis for processing your data was consent then you may withdraw consent at any time.
Your rights
You have a right of access to check your personal data to verify the lawful basis of processing. We are obliged to respond to an access request within 30 days and will not charge a fee unless the request is unfounded, excessive or repetitive. If a fee is charged it is to be a reasonable fee based upon the administrative cost of providing the information.
You have a right to rectification if the data we hold is either inaccurate or incomplete. If your data has been disclosed to third parties then we must inform them of the rectification, where possible.
You have a right to erasure of your data when consent is our basis of processing (the right to be forgotten). You may request that your personal data be erased, for example, where there is no compelling reason for its continued processing or where you withdraw consent. We will comply with your request unless we have another basis of processing justifying our retaining the data (for example a legal requirement or the defence of a legal claim).
You have some rights to ask us to restrict processing i.e. to block or supress processing where, for example, the data may be incorrect and whilst the accuracy is verified. We are permitted to store the data.
Your right to object
You do have a right to object to further processing of your personal data. We may be required to stop processing unless there is some other legitimate basis of processing such as a legitimate interest or a requirement for the exercise or defence of a legal claim.
Withdrawal of consent
Where the lawful basis for processing is your consent, you may withdraw consent at any time by writing to, Sophie Henwood or Tina Halls, Wildheart Residential Management Limited at, Octagon House, 20 Hook Road, Epsom, Surrey KT19 8TR or emailing Sophie@wildheart.co.uk or Tina@wildheart.co.uk
Breaches and breach reporting
Breaches which pose a risk to the rights of an individual will be reported to the ICO within 72 hours of the breach occurring. Breaches include, but are not limited to
- Access by an unauthorised third party
- Inappropriate action by a controller, a processor or their staff
- Sending personal data to an incorrect recipient
- Devices containing personal data being lost (phones, tablets, laptops etc)
- Loss of access to personal data
Breaches that pose a high risk to the rights of an individual will also be reported to the data subject
How to lodge a complaint with the supervisory authority
The supervisory authority responsible for data protection is the Information Commissioners Office (ICO) to whom concerns may be reported by phone on 0303 123 1113 or by email using the form on the website ico.org.uk or the livechat function.
Wildheart Residential Management Limited is committed to protecting and processing your personal data in accordance with the General Data Protection Regulations and the Data Protection Act 2018 (the legislation). The General Data Protection Regulations are to safeguard your personally identifiable information or personal data. This privacy notice will be regularly reviewed and updated.
Updated May 2023