Privacy Policy

Custom Property Management Ltd ("we", "us", "our") is committed to protecting and respecting your privacy. This policy explains how we collect, use, store and share your personal data, and your rights in relation to it, when you use our website (www.customproperty.uk), contact us, or use our property management services.

We are the data controller of the personal data we hold about you. We process personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

If you have any questions about this policy, please contact us using the details in Section 12.

Depending on your relationship with us, we may collect and process the following categories of personal data:

• Contact and identity information — name, postal address, email address, telephone number, and any details you provide via our contact form, by email, by phone, or via WhatsApp.
• Identity verification and compliance information — where you are a landlord, tenant, leaseholder, buyer or seller, we may collect identification documents (such as a passport or driving licence), proof of address, date of birth, and information about beneficial ownership, as required to meet our legal anti-money laundering and right-to-rent obligations.
• Property and tenancy information — details of the property, tenancy agreements, references, employment and income information, guarantor details, rent payment history, and correspondence relating to the management of a property.
• Financial information — bank account details, payment records, service charge and rent account information.
• Technical information — when you visit our website we may collect your IP address, browser type, device information, and information about how you use the site, collected through cookies and similar technologies (see Section 9 and our separate Cookie Policy).

We may also process special category data (for example health information relevant to a reasonable adjustment, or information that may reveal other sensitive matters) only where necessary and where we have an appropriate lawful basis and condition to do so.

We collect personal data:

• Directly from you (when you contact us, enquire about our services, or enter into an agreement with us)
• From third parties such as referencing agencies, credit reference agencies, previous landlords or agents, guarantors, and contractors
• Automatically through our website via cookies and similar technologies

We process your personal data on the following lawful bases under the UK GDPR:

• Contract — to provide our property management, lettings and block management services, to manage tenancies and service charge accounts, to communicate with you, and to fulfil our obligations to you.
• Legal obligation — to comply with our legal and regulatory duties, including anti-money laundering checks, right-to-rent checks, tax and accounting requirements, and responding to lawful requests from public authorities.
• Legitimate interests — to operate, administer and improve our business, to respond to enquiries, to maintain records, to recover debts, to keep our website and systems secure, and to prevent fraud, provided your interests and rights do not override these.
• Consent — where we rely on your consent (for example, certain marketing communications or non-essential cookies). You can withdraw consent at any time.

Where we have an appropriate lawful basis, we may send you information about our services electronically if you have given us permission to do so. However, we do not send formal marketing or advertisements to our clients and we do not sell or trade any sensitive information to outside agencies.

We may share your personal data with:

• Landlords, tenants, leaseholders and freeholders as necessary to manage a property or tenancy
• Contractors and tradespeople carrying out repairs, maintenance or works
• Referencing agencies and credit reference agencies
• Our professional advisers, including accountants, solicitors and auditors
• Regulators and government bodies, including HMRC, the National Crime Agency, and our redress scheme and professional bodies (Property Redress Scheme, Propertymark, The Property Institute)
• Our service providers, including IT, hosting, payment processing, communications and customer relationship management providers, who process data on our behalf under written agreements
• Banks and payment service providers to process payments
• Purchasers or successors in the event of a sale or restructuring of our business

We require all third parties who process data on our behalf to respect the security of your personal data and to treat it in accordance with the law. We do not sell your personal data.

Your personal data is generally processed within the UK. Where any of our service providers process data outside the UK, we ensure that appropriate safeguards are in place (such as an adequacy decision or the International Data Transfer Agreement) so that your data continues to be protected to UK standards.

We keep your personal data only for as long as necessary for the purposes for which it was collected, including to satisfy any legal, accounting or reporting requirements.

• Records relating to anti-money laundering checks are retained for five years after the end of the business relationship or completion of the relevant transaction.
• Tenancy, financial and accounting records are generally retained for at least six years.
• Enquiry and marketing data is retained only for as long as it remains relevant or until you opt out.

When personal data is no longer required, we securely delete or anonymise it.

Our website uses cookies and similar technologies to function correctly and to help us understand how the site is used. You can control cookies through your browser settings and our cookie controls. For full details, please see our Cookie Policy.

We have put in place appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, misuse or alteration. We limit access to your data to those who have a genuine business need, and they are subject to a duty of confidentiality. Where required, we will notify you and the Information Commissioner's Office of any personal data breach in line with our legal obligations.

If you experience any concerns about the security of your data or anything related to data protection, you can submit a complaint using our Complaint Handling Procedure form. Complaints regarding data protection are investigated thoroughly before proposing a resolution.

Under the UK GDPR you have the right to:

• Access the personal data we hold about you
• Request correction of inaccurate or incomplete data
• Request erasure of your data in certain circumstances
• Restrict or object to our processing in certain circumstances
• Request data portability where applicable
• Withdraw consent at any time where we rely on consent
• Object to direct marketing at any time

To exercise any of these rights, please contact us using the details below. We will respond within one month. There is normally no charge, although we may charge a reasonable fee or refuse a request that is manifestly unfounded or excessive.

You also have the right to lodge a complaint with the Information Commissioner's Office (ICO):
Website: www.ico.org.uk
Helpline: 0303 123 1113

We would, however, appreciate the chance to address your concerns before you approach the ICO, so please contact us first.

If you have any questions about this Privacy Policy or how we handle your personal data, please contact us:

We may update this Privacy Policy from time to time. Any changes will be posted on this page with an updated "Last updated" date. We encourage you to review this policy periodically.