Privacy policy

Enquiries. When you contact us by phone, email or post we collect your name, contact details and any information you give us about your property and circumstances so that we can respond.

Providing our services. If you become a client we hold the information needed to look after your property: your contact and billing details, the property’s address and access arrangements, details of keys we hold on your behalf, our inspection records and reports (which may include photographs of the property), correspondence, and details of any contractors or professionals engaged in connection with the property.

Website. Our website does not set cookies and does not use analytics or tracking. Its fonts and other assets are served from our own website, not from third-party services. Our hosting provider keeps standard server logs (such as IP addresses) for security purposes.

To respond to your enquiry — our legitimate interest in dealing with people who contact us, and steps taken at your request before entering a contract.

To provide our services — performance of our contract with you, including inspecting and securing your property, holding keys, reporting to you and, where you ask us to, instructing and supervising contractors.

To keep records and invoices — our legal obligations, including tax and accounting law.

To protect our business and clients’ properties — our legitimate interests, for example keeping accurate records of visits and key movements.

We do not sell your information, we do not send marketing, and we do not make automated decisions about you.

Only where needed to provide the service: contractors and tradespeople we appoint or supervise on your behalf (limited to what they need, such as the property address and access arrangements); professionals involved in your property such as estate or letting agents, where you ask us to work with them; our accountant and professional advisers; our IT and website hosting providers; and insurers or statutory bodies where we are required to.

We do not transfer your personal information outside the UK. If that ever changes, any transfer will be protected by UK-approved safeguards such as an adequacy decision or the UK Addendum to standard contractual clauses, and this policy will be updated.

Enquiries that do not become work: up to 12 months, then deleted. Client records, including inspection reports: for the duration of the engagement and for 6 years afterwards, in line with limitation and tax rules. Key-holding records: until keys are returned and the engagement record is closed.

You have the right to ask us for a copy of your personal information (a subject access request), to have it corrected or deleted, to restrict or object to our use of it, and to receive it in a portable format. Where we rely on consent you can withdraw it at any time.

To exercise any of these rights, contact us using the details above. We will respond within one month, as required by law.

If you are unhappy with how we have handled your information, you can complain to the Information Commissioner’s Office (ICO) at ico.org.uk or on 0303 123 1113 — though we would welcome the chance to resolve it with you first.