GEM Homes Lettings ltd customer privacy notice

This privacy notice tells you what to expect us to do with your personal information.

• Contact details

• What information we collect, use, and why

• Lawful bases and data protection rights

• Where we get personal information from

• How long we keep information

• Who we share information with

• Sharing information outside the UK

• How to complain

Contact details

Email

hellogemhomes@gmail.com

What information we collect, use, and why

We collect or use the following information to provide services and goods, including delivery:

• Names and contact details

• Addresses

• Date of birth

• Payment details (including card or bank information for transfers and direct debits)

• Credit reference information

• Account information

• Website user information (including user journeys and cookie tracking)

• Photographs or video recordings

• Records of meetings and decisions

• Identification documents

• Information relating to compliments or complaints

We collect or use the following information for service updates or marketing purposes:

• Names and contact details

• Addresses

• Marketing preferences

We collect or use the following information to comply with legal requirements:

• Name

• Contact information

• Identification documents

• Financial transaction information

• Criminal offence data (including Disclosure Barring Service (DBS), Access NI or Disclosure Scotland checks)

• Any other personal information required to comply with legal obligations

We collect or use the following personal information for dealing with queries, complaints or claims:

• Names and contact details

• Address

• Payment details

• Account information

• Relevant information from previous investigations

• Customer or client accounts and records

• Correspondence

We collect or use the following information to To provide lettings and property management services, including tenant referencing, managing tenancies, collecting rent, arranging repairs, communicating with landlords and tenants, responding to enquiries and meeting legal obligations.:

• Names and contact details

• Date of birth

• Payment details (including card or bank information for transfers and direct debits)

• Credit reference information

• Identification documents

• Information relating to compliments or complaints

• Customer or client accounts and records

• Financial transaction information

Lawful bases and data protection rights

Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.

Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:

• Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. Read more about the right of access.

• Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. Read more about the right to rectification.

• Your right to erasure - You have the right to ask us to delete your personal information. Read more about the right to erasure.

• Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information. Read more about the right to restriction of processing.

• Your right to object to processing - You have the right to object to the processing of your personal data. Read more about the right to object to processing.

• Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. Read more about the right to data portability.

• Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. Read more about the right to withdraw consent.

If you make a request, we must respond to you without undue delay and in any event within one month.

To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

Our lawful bases for the collection and use of your data

Our lawful bases for collecting or using personal information to provide services and goods are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

• Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

Our lawful bases for collecting or using personal information for service updates or marketing purposes are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

• Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

Our lawful bases for collecting or using personal information for legal requirements are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

• Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

• Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

Our lawful bases for collecting or using personal information for To provide lettings and property management services, including tenant referencing, managing tenancies, collecting rent, arranging repairs, communicating with landlords and tenants, responding to enquiries and meeting legal obligations. are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

• Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

Where we get personal information from

• Directly from you

How long we keep information

We retain tenant and landlord records for 6 years after the end of a tenancy or relationship, referencing data for up to 12 months if unsuccessful, Right to Rent documents for 1 year after tenancy, financial records for 6 years, maintenance records for 6 years, website enquiries for 12 months, and analytics data for 14 months, unless a longer retention period is required by law.

For more information on how long we store your personal information or the criteria we use to determine this please contact us using the details provided above.

Who we share information with

Data processors

COHO

This data processor does the following activities for us: Property management software provider based in the UK.

Square Space

This data processor does the following activities for us: Website hosting provider 

Google Workspace

Provides email (Gmail), document storage, calendars, and cloud file storage used to manage landlord and tenant communications and records.

Google Analytics

Tracks website usage data to help us understand visitor behaviour and improve our website and services.

Canopy

Carries out tenant referencing checks including credit history, affordability assessments, and identity verification.

Others we share personal information with

• Professional or legal advisors

• Financial or fraud investigation authorities

• Relevant regulatory authorities

• Organisations we’re legally obliged to share personal information with

• Debt collection agencies

• Suppliers and service providers

Sharing information outside the UK

Where necessary, we will transfer personal information outside of the UK. When doing so, we comply with the UK GDPR, making sure appropriate safeguards are in place.

For further information or to obtain a copy of the appropriate safeguard for any of the transfers below, please contact us using the contact information provided above.

Organisation name: Google Workspace

Category of recipient: Cloud storage and email service providers, Website analytics providers,

Country the personal information is sent to: United States, European Economic Area (EEA)

How the transfer complies with UK data protection law: Addendum to the EU Standard Contractual Clauses (SCCs)

Organisation name: Square Space Inc

Category of recipient: Website hosting and platform providers

Country the personal information is sent to: United States

How the transfer complies with UK data protection law: Addendum to the EU Standard Contractual Clauses (SCCs)

Where necessary, our data processors may share personal information outside of the UK. When doing so, they comply with the UK GDPR, making sure appropriate safeguards are in place.

For further information or to obtain a copy of the appropriate safeguard for any of the transfers below, please contact us using the contact information provided above.

Organisation name: Google

Category of recipient: Cloud storage, email and analytics provider

Country the personal information is sent to: United States (and European Economic Area)

How the transfer complies with UK data protection law: Addendum to the EU Standard Contractual Clauses (SCCs)

Organisation name: Square Space Inc

Category of recipient: Website hosting and website platform provider

Country the personal information is sent to: United States

How the transfer complies with UK data protection law: Addendum to the EU Standard Contractual Clauses (SCCs)

How to complain

If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.

If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.

The ICO’s address:           

Information Commissioner’s OfficeWycliffe HouseWater LaneWilmslowCheshireSK9 5AF

Helpline number: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint

Last updated

20/04/2026