This policy explains how we handle personal information when you visit this website, contact us, or ask us to look into a potential housing disrepair claim on your behalf. We take your privacy seriously and only collect what we need to deliver the service you have asked for.
1. Information we collect
- Identity and contact details — your name, date of birth, postal address, phone number and email address.
- Property and tenancy details — your landlord (council or housing association), the disrepair you are experiencing, when you reported it, and how your landlord responded.
- Usage data — pages visited, time spent on the site, form fields completed, device and browser information. We also collect form data as you enter it, not just on submission.
- Cookies and similar technologies — see our Cookie Policy for details.
2. How we use your information
We use the information you give us to:
- Check whether you may be eligible for a housing disrepair claim.
- Pass your details to a regulated panel law firm so they can progress a claim on your behalf, if you choose to instruct one.
- Respond to questions and provide updates about your case.
- Improve this website, our marketing and our compliance with regulatory rules.
- Meet legal, regulatory and contractual obligations.
3. Sharing your data
To progress a claim we share relevant details with carefully selected third parties. These may include our panel of solicitor firms, our credit reference partners (for example providers who source data from Equifax, Experian or TransUnion), hosting and analytics providers, and regulators where the law requires it.
Special category data (such as health information) is only shared where you have given us explicit consent and where it is relevant to your claim.
4. How long we keep your data
We hold your personal information for as long as it is needed to provide the service and to meet our legal and regulatory record keeping obligations — generally a minimum of six years from the end of our relationship.
5. Your rights
You can ask us to:
- Confirm what information we hold about you.
- Correct anything that is wrong or out of date.
- Delete your information where it is no longer needed and no legal obligation requires us to keep it.
- Stop or restrict certain uses of your data.
- Opt out of marketing at any time.
You can also complain to the Information Commissioner's Office (ICO) at ico.org.uk.
6. Security
We use appropriate technical and organisational measures to protect your personal information against unauthorised access, loss or disclosure, including encrypted connections, access controls and regular reviews of our suppliers.
7. Contact us
If you have a question about this policy or want to exercise any of the rights above, please use our contact page and we will respond within three working days.