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Privacy Policy

We will NEVER sell your personal data to anyone. enables the visitors of its site,, to be in control of their personal data. We also provide controls that allow our users/customers to have control over the privacy of personal data that
is captured by our service. This Privacy Policy provides information about how we process and protect this data. considers data protection and privacy to be of paramount importance. We never sell personal data and we carry out all processing operations in strict compliance with the EU General Data Protection Regulation
(“GDPR”) (specifically but not limited to Article 6(1)(b) to (f) and Article 28).

For the purpose of this Privacy Policy, personal data means any information relating to an identified or identifiable natural person; an identifiable natural person is one who can be identified, directly or indirectly, in particular
by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of
that natural person (the “Personal Data”).

Responsibility for Processing Personal Data bears responsibility for lawfully processing your data as carried out on our site.

This Policy explains when and why we collect personal data about people who visit our website, how we use it, the conditions under which we may disclose it to others and how we keep it secure.

We may change this Policy from time to time so please check this page occasionally to ensure that you’re happy with any changes.  By using our website, you’re agreeing to be bound by this Policy.

Who are we?

We’re, a UK’s leading online letting agent serving thousands of Landlords and Tenants across England, Wales and Scotland.  We facilitate the advertising of property to let online, arrange property viewings
with Tenants, Tenant referencing, drafting of legal contracts, arranging of 3rd party services, the provision of insurance, the collection of rent, securing of deposits and on occasion, we’ll help to resolve disputes on
behalf of Landlords and Tenants.  We also keep our users informed with regular industry updates that may affect their lives as Landlords and/or Tenants.

PropMedia Ltd Trading as is a registered company limited by guarantee (no. 6679146). The registered address is Suite 2, Welch House, 90 High Street, Henley in Arden, Warwickshire, B95 5BY.

We are registered members of the UK Association of Letting Agents (UKALA), The Property Ombudsman, Safe Agent and we hold Client Money Protection Insurance. 

Any questions regarding this Policy and our privacy practices should be sent by email to [email protected] or by writing to us at the above address.

How do we collect information from you?

We primarily collect information on 2 distinct user profiles – Landlords and Tenants. 

Landlords use our letting services to let out their property and benefit from additional services mentioned above.

Tenants use our services to browse for property to rent, to make contact with Landlords as well as agreeing to undergo Tenant referencing when requested.  Tenants may also enter into a legally binding contract with Landlords
and we may have provided agreement drafting services.

Here are some examples of how we obtain information about you;

  • When you register at to use our website
  • When you call us to arrange a viewing on a property
  • When you contact us about products and services we offer
  • When you advertise a property
  • When you request a valuation, download our checklist or How to Rent guide, or
  • When you subscribe to receive one of our newsletters
  • When you subscribe to receive comments on a blog

What type of information is collected from you?

The personal information we collect might include;

  • Your name
  • Your address
  • Your email address
  • Your telephone number
  • Your Passport or similar proof of identity
  • Your proof of residency
  • Your IP address and location, and
  • Information regarding what pages on our website are accessed and when

If you make a purchase of a product or service from us, your credit card information is not held by us, it is collected by our third-party payment processors WorldPay, who specialise in the secure online capture and processing of
credit/debit card transactions, as explained below.

What’s the lawful basis of processing your data?

Due to the nature of our products and services, we process your data under the following categories of ‘lawful basis of processing data’ in accordance with the General Data Protection Regulations (GDPR) -

Contractual basis

By registering to use our service, you are agreeing to our Terms and Conditions of Use whereby we enter into a contract with you.  We therefore require your information to comply with our contractual obligations under our

For example, if you pay for a product or service such as the drafting of a tenancy agreement or purchase of a gas safety certificate, we would (in most cases) be required to provide the product or service and would require your
personal information in order to fulfil our contract with you.

Legal obligation

We offer a full suite of services to Landlords and Tenants that are governed by UK law and parliamentary legislation and we have a legal obligation to collect and process information accordingly.

For example, when a Landlord registers on our website to advertise a property, we are compelled to follow the guidance of Anti Money Laundering (AML) to confirm that the property being advertised is owned by the Landlord or we can
qualify who the owner is, as such, we may be require to collect and process your personal information.

For Tenants, we may be required to carry out checks in line with Right-to-Rent – a legal requirement in the UK.  We would ask for your personal information to confirm you have the right to reside in the UK.

We may on occasion have a legal obligation when requested to pass your personal information to a Government department, for example; HMRC, The Department for Work and Pensions (DWP), the Police and/or other legal entities.

Legitimate interests

When you sign up to our website as a Landlord or Tenant, we believe you have a legitimate interest in the use of our products or services.  Whether you are looking to advertise a property to find a Tenant or you are a Tenant in
search for a new property to rent.

As such, we may wish to contact you to offer enhancements to the use of our services or recommend products or services offered by us or our trusted third-party partners that we believe may suit your requirements based on your user
profile, transaction history or website activity.

For example, you register as a Landlord to advertise a residential property.  You are required by law to hold a valid Energy Performance Certificate (EPC) for the property.  We offer a service whereby we are able to
provision an EPC through the use of a 3rd party provider.  We believe that in this instance, you would have a legitimate interest to learn that we are able to help you fulfil your legal obligations by providing you
with an EPC service.

Similarly, for Tenants - The majority of Landlords in the UK would require Tenant referencing.  We work with a 3rd party provider (Experian) who are able to provide you with a free Experian credit score and we
believe that in this instance, you would have a legitimate interest in learning about this service from us.


We rely on consent for some of the processing of your data and under this basis for lawful processing you have a genuine free choice and ongoing control over whether and how we use your data.

Ultimately, we value your personal privacy and your desire to only be kept informed of relevant information pertaining to your profile on our website.  With most of the communication you receive from us (with the exception of
important account related notifications such as requesting a new password) you are able to unsubscribe from promotional communications by clicking on the link at the bottom of the email entitled “unsubscribe”.

How do we use your information?

We may use your information to:

  • Process orders that you have submitted;
  • To carry out our obligations arising from any contracts entered into by you and us;
  • Dealing with entries into a competition;
  • Seek your views or comments on the services we provide;
  • Notify you of changes to our services;
  • Send you communications which you have requested and that may be of interest to you.

How long is your information kept?

We review our retention periods for personal information on a regular basis.

We are legally required to hold some types of information to fulfil our statutory obligations (for example under Right to Rent checks).

We will hold your personal information on our systems for as long as is necessary for the relevant activity, or as long as is set out in any relevant contract you hold with us.

If you have a specific question relating to the length of time your information is held, please contact us at [email protected].

Who has access to your information?

We will not sell or rent your information to third parties.  Nor will we share your personal information with third parties for marketing purposes.

Third Party Service Providers working on our behalf:

We may pass your information to our third-party service providers, agents subcontractors and other associated organisations for the purposes of completing tasks and providing services to you on our behalf (for example to fulfil a
product or service such as a gas safety certificate).

However, when we use third-party service providers, we disclose only the personal information that is necessary to deliver the service and we have a contract in place that requires them to keep your information secure and not to use
it for their own direct marketing purposes.

Please be reassured that we will not release your information to third parties for them to use for their own direct marketing purposes, unless you have requested us to do so, or we are required to do so by law, for example, by a
court order or for the purposes of prevention of fraud or other crime.

Third Party Product Providers we work in association with: 

We work closely with various third party product providers to bring you a range of quality and reliable products and services designed to meet the needs of our clients (for example, our insurance brokers, Alan Boswell -

When you enquire about or purchase one or more of these products, the relevant third-party product provider will use your details to provide you with information and carry out their obligations arising from any contracts you have
entered into with them.

In some cases, they will be acting as a data controller of your information and therefore we advise you to read their Privacy Policy.  These third-party product providers will share your information with us which we will use in
accordance with this Privacy Policy.

When you are using our secure online checkout page, your card payment is processed by a third-party payment processor Worldpay (,
who specialises in the secure online capture and processing of credit/debit card transactions. If you have any questions regarding secure transactions, please contact us.

Our website synchronises via the use of an API with Mailchimp (and their subsidiary Mandrill). Mailchimp is an email platform that we use to be able to communicate with you.  The information they hold on our behalf is in most
cases your name, email address, and telephone number.  Mailchimp is one of the world’s largest email system providers and have naturally taken every precaution to ensure the security of your data.  You can read their
Privacy Policy here:

In preparation for your move, we have partnered with Tenant Shop to streamline the registration process for your new property. On behalf of the landlord, Tenant Shop will be notifying the local council, water and energy suppliers of
your move as you will be responsible for these bills from the date your tenancy commences.  Tenant Shop will inform all the necessary organisations that you have arrived and provide your contact information, moving in date and
meter readings (where applicable). Please note, it is your responsibility to ensure the providers have actioned the information correctly and we suggest you contact them a couple of weeks after your moving date if you do not hear
from them. When you move out, the reverse will happen, and Tenant Shop will inform these providers that you are no longer responsible for these bills. Tenant Shop’s accredited concierge team will also contact you by phone to clarify
details of the current suppliers to your new property and offer you products and services related to the setup of your household.  You can opt out of marketing or alter your options at any time by emailing 
[email protected] and view the Tenant Shop's privacy policy here -

We may transfer your personal information to a third party as part of a sale of some or all of our business and assets to any third party or as part of any business restructuring or reorganisation, or if we’re under a duty to
disclose or share your personal data in order to comply with any legal obligation or to enforce or apply our terms of use or to protect the rights, property or safety of our supporters and customers. However, we will take steps with
the aim of ensuring that your privacy rights continue to be protected.

Your choices

You have a choice about whether or not you wish to receive information from us in circumstances where you have granted us consent to contact you. If you do not want to receive communication from us, then you can select your choices
by ticking the relevant boxes situated on the form on which we collect your information or by signing into your user account and updating your preferences.

How you can access and update your information

The accuracy of your information is important to us.

If any of the information we hold about you has changed, you can sign into your Landlord or Tenant account and update your profile.  Alternatively, please email us at: 
[email protected], or write to us at:, Suite 2, Welch House, 90 High Street, Henley in Arden, Warwickshire, B95 5BY. Alternatively, you can telephone
0333 577 8888.

Security precautions in place to protect the loss, misuse or alteration of your information

When you give us personal information, we take steps to ensure that it’s treated securely. Any sensitive information (such as credit or debit card details) is encrypted and protected with 128 Bit encryption on SSL.

When you are on a secure page, a lock icon will appear on the bottom of web browsers such as Microsoft Internet Explorer.

Non-sensitive details (your email address etc.) are transmitted normally over the Internet, and this can never be guaranteed to be 100% secure.

As a result, while we strive to protect your personal information, we cannot guarantee the security of any information you transmit to us, and you do so at your own risk.

Once we receive your information, we make our best effort to ensure its security on our systems. Where we have given (or where you have chosen) a password which enables you to access certain parts of our websites, you are
responsible for keeping this password confidential. We ask you not to share your password with anyone.


We may analyse your personal information to create a profile of your interests and preferences so that we can contact you with information relevant to you. We may make use of additional information about you when it is available
from external sources to help us do this effectively. We may also use your personal information to detect and reduce fraud and credit risk.

Use of 'cookies'

Like many other websites, the website uses cookies.

'Cookies' are small pieces of information sent by an organisation to your computer and stored on your hard drive to allow that website to recognise you when you visit. They collect statistical data about your browsing actions and
patterns and do not identify you as an individual. For example, we use cookies to store your country preference. This helps us to improve our website and deliver a better more personalised service.

It is possible to switch off cookies by setting your browser preferences. Turning cookies of may result in a loss of functionality when using our website.

Links to other websites

Our website may contain links to other websites run by other organisations. This privacy policy applies only to our website‚ so we encourage you to read the privacy statements on the other websites you visit. We cannot be
responsible for the privacy policies and practices of other sites even if you access them using links from our website.

In addition, if you linked to our website from a third-party site, we cannot be responsible for the privacy policies and practices of the owners and operators of that third-party site and recommend that you check the policy of that
third-party site.

16 or Under

We are concerned to protect the privacy of children aged 16 or under. If you are aged 16 or under‚ please get your parent/guardian's permission beforehand whenever you provide us with personal information.

Transferring your information through sale / acquisition

Should PropMedia Ltd transfer ownership of the company, your personal information that has been captured and processed through the course of our transacting together, will be transferred to the new owners who in turn will adhere to
the nature of this Privacy Policy.  If this should be the case, you will be informed of this transfer.

Transferring your information outside of Europe

As part of the services offered to you through this website, the information which you provide to us may be transferred to countries outside the European Union (“EU”). By way of example, this may happen if any of our servers are
from time to time located in a country outside of the EU. These countries may not have similar data protection laws to the UK. By submitting your personal data, you’re agreeing to this transfer, storing or processing. If we transfer
your information outside of the EU in this way, we will take steps to ensure that appropriate security measures are taken with the aim of ensuring that your privacy rights continue to be protected as outlined in this Policy.

If you use our services while you are outside the EU, your information may be transferred outside the EU in order to provide you with those services.

Website recording and monitoring

Our website may also use the HotJar recording service. Hotjar may record mouse clicks, mouse movements, page scrolling and any text keyed into website forms. The information collected does not include bank details or any sensitive
personal data.

Data collected by Hotjar is for internal use only. The information collected is used to improve our website usability and is stored and used for aggregated and statistical reporting.

You may review HotJar’s Privacy Policy here:

Live chat support

We use the live chat platform Intercom to be able to offer an alternative method for you to contact us.  You may be required or wish to enter your name, email address and phone number during the chat with one of our operators.

The information you provide us will only be used to help answer the reason for the enquiry or to follow up in the event that we were unable to answer the enquiry in the first instance.

You may review Intercom’s Privacy Policy here:

Review of this Policy

We keep this Policy under regular review. This Policy was last updated in November 2019.