Property118 Ltd understands that your privacy is important to you and that you care about how your personal data is used and shared online. We respect and value the privacy of everyone who visits this website, www.property118.com
(“Our Site”) and will only collect and use personal data in ways that are described here, and in a manner that is consistent with Our obligations and your rights under the law.
- Definitions and Interpretation
In this Policy the following terms shall have the following meanings:
||means an account required to access and/or use certain areas and features of Our Site;
||means a small text file placed on your computer or device by Our Site when you visit certain parts of Our Site and/or when you use certain features of Our Site. Details of the Cookies used by Our Site are set out in section 13, below;
||means the relevant parts of the Privacy and Electronic Communications (EC Directive) Regulations 2003;
||means any and all data that relates to an identifiable person who can be directly or indirectly identified from that data. In this case, it means personal data that you give to Us via Our Site. This definition shall, where applicable, incorporate the definitions provided in the EU Regulation 2016/679 – the General Data Protection Regulation (“GDPR”); and
||Means Property118 Ltd , a limited company registered in England under company number 10295964, whose registered address is 1st Floor, Woburn House, 84 St Benedicts Street, Norwich, NR2 4AB.
- Information About Us
- Our Site is owned and operated by Property118 Ltd, a limited company registered in England under company number 10295964, whose registered address is 1st Floor, Woburn House, 84 St Benedicts Street, Norwich, NR2 4AB.
- Our VAT number is 990 0332 34.
- Our Data Protection Officer is Neil Patterson, and can be contacted by email at email@example.com, by telephone on 01603 489118, or by post at 1st Floor, Woburn House, 84 St Benedicts Street, Norwich, NR2 4AB.
- What Does This Policy Cover?
- Your Rights
- As a data subject, you have the following rights under the GDPR, which this Policy and Our use of personal data have been designed to uphold:
- The right to be informed about Our collection and use of personal data;
- The right of access to the personal data We hold about you (see section 12);
- The right to rectification if any personal data We hold about you is inaccurate or incomplete (please contact Us using the details in section 14);
- The right to be forgotten – i.e. the right to ask Us to delete any personal data We hold about you (We only hold your personal data for a limited time, as explained in section 6 but if you would like Us to delete it sooner, please contact Us using the details in section 14);
- The right to restrict (i.e. prevent) the processing of your personal data;
- The right to data portability (obtaining a copy of your personal data to re-use with another service or organisation);
- The right to object to Us using your personal data for particular purposes; and
- If you have any cause for complaint about Our use of your personal data, please contact Us using the details provided in section 14 and We will do Our best to solve the problem for you. If We are unable to help, you also have the right to lodge a complaint with the UK’s supervisory authority, the Information Commissioner’s Office.
- For further information about your rights, please contact the Information Commissioner’s Office or your local Citizens Advice Bureau.
- What Data Do We Collect?
- Date of birth;
- Address and post code;
- Business/company name and trading status;
- Number of properties owned;
- Accountants details;
- Contact information such as email addresses and telephone numbers;
- Proof of residence and ID;
- Financial information such as income and tax status;
- Landlords insurance renewal dates;
- Property Portfolio details such as value and mortgage outstanding;
- How Do We Use Your Data?
- All personal data is processed and stored securely, for no longer than is necessary in light of the reason(s) for which it was first collected. We will comply with Our obligations and safeguard your rights under the GDPR at all times. For more details on security see section 7, below.
- Our use of your personal data will always have a lawful basis, either because it is necessary for our performance of a contract with you, because you have consented to our use of your personal data (e.g. by subscribing to emails), or because it is in our legitimate interests. Specifically, we may use your data for the following purposes:
- Providing and managing your access to Our Site;
- Supplying our products and or services to you (please note that We require your personal data in order to enter into a contract with you);
- Personalising and tailoring our products and or services for you;
- Replying to emails from you;
- Supplying you with emails that you have opted into (you may unsubscribe or opt-out at any time by the unsubscribe link at the bottom of all emails;
- Analysing your use of our site and gathering feedback to enable us to continually improve our site and your user experience;
- Provide information to our partner service and product suppliers at your request.
- With your permission and/or where permitted by law, We may also use your data for marketing purposes which may include contacting you by email and or telephone with information, news and offers on our products and or We will not, however, send you any unsolicited marketing or spam and will take all reasonable steps to ensure that We fully protect your rights and comply with Our obligations under the GDPR and the Privacy and Electronic Communications (EC Directive) Regulations 2003.
- You have the right to withdraw your consent to us using your personal data at any time, and to request that we delete it.
- We do not keep your personal data for any longer than is necessary in light of the reason(s) for which it was first collected. Data will therefore be retained for the following periods (or its retention will be determined on the following bases):
- Member profile information is collected with your consent and can be amended or deleted at any time by you;
- Anti-Money Laundering information and tax consultancy records are to be kept as required by law for up to seven years.
- How and Where Do We Store Your Data?
- We only keep your personal data for as long as We need to in order to use it as described above in section 6, and/or for as long as We have your permission to keep it.
- Some or all of your data may be stored outside of the European Economic Area (“the EEA”) (The EEA consists of all EU member states, plus Norway, Iceland, and Liechtenstein). You are deemed to accept and agree to this by using our site and submitting information to Us. If we do store data outside the EEA, we will take all reasonable steps to ensure that your data is treated as safely and securely as it would be within the UK and under the GDPR
- Data security is very important to Us, and to protect your data We have taken suitable measures to safeguard and secure data collected through Our Site.
- Do We Share Your Data?
- We may share your data with other partner companies in for the purpose of supplying products or services you have requested.
- We may sometimes contract with third parties to supply products and services to you on Our behalf. Where any of your data is required for such a purpose, We will take all reasonable steps to ensure that your data will be handled safely, securely, and in accordance with your rights, Our obligations, and the obligations of the third party under the law.
- We may compile statistics about the use of Our Site including data on traffic, usage patterns, user numbers, sales, and other information. All such data will be anonymised and will not include any personally identifying data, or any anonymised data that can be combined with other data and used to identify you. We may from time to time share such data with third parties such as prospective investors, affiliates, partners, and advertisers. Data will only be shared and used within the bounds of the law.
- In certain circumstances, We may be legally required to share certain data held by Us, which may include your personal data, for example, where We are involved in legal proceedings, where We are complying with legal requirements, a court order, or a governmental authority.
- What Happens If Our Business Changes Hands?
- How Can You Control Your Data?
- In addition to your rights under the GDPR, set out in section 4, we aim to give you strong controls on Our use of your data for direct marketing purposes including the ability to opt-out of receiving emails from Us which you may do by unsubscribing using the links provided in Our emails.
- Your Right to Withhold Information
- You may access certain areas of Our Site without providing any data at all. However, to use all features and functions available on Our Site you may be required to submit or allow for the collection of certain data.
- How Can You Access Your Data?
You have the right to ask for a copy of any of your personal data held by Us (where such data is held). Under the GDPR, no fee is payable and We will provide any and all information in response to your request free of charge. Please contact Us for more details at firstname.lastname@example.org, or using the contact details below in section 14.
- All Cookies used by and on Our Site are used in accordance with current Cookie Law.
- Before Cookies are placed on your computer or device, you will be shown a cookie prompt requesting your consent to set those Cookies. By giving your consent to the placing of Cookies you are enabling Us to provide the best possible experience and service to you. You may, if you wish, deny consent to the placing of Cookies; however certain features of Our Site may not function fully or as intended. You will be given the opportunity to allow only first party Cookies and block third party Cookies.
- Certain features of Our Site depend on Cookies to function. Cookie Law deems these Cookies to be “strictly necessary”. These Cookies are shown below in section 13.5. Your consent will not be sought to place these Cookies, but it is still important that you are aware of them. You may still block these Cookies by changing your internet browser’s settings as detailed below in section 13.9, but please be aware that Our Site may not work properly if you do so. We have taken great care to ensure that your privacy is not at risk by allowing them.
- The following first party Cookies may be placed on your computer or device:
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||Used only to collect performance data, with any identifiable data obfuscated
||This cookie is strictly necessary for Cloudflare's security features and cannot be turned off.
- Our Site uses analytics services provided by Google Analytics and Facebook. Website analytics refers to a set of tools used to collect and analyse anonymous usage information, enabling Us to better understand how Our Site is used. This, in turn, enables Us to improve Our Site and the products AND/OR services offered through it. You do not have to allow Us to use these Cookies, however whilst Our use of them does not pose any risk to your privacy or your safe use of Our Site, it does enable Us to continually improve Our Site, making it a better and more useful experience for you.
- The analytics service(s) used by Our Site use(s) Cookies to gather the required information.
- The analytics service(s) used by Our Site use(s) the following Cookies:
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- In addition to the controls that We provide, you can choose to enable or disable Cookies in your internet browser. Most internet browsers also enable you to choose whether you wish to disable all cookies or only third party cookies. By default, most internet browsers accept Cookies but this can be changed. For further details, please consult the help menu in your internet browser or the documentation that came with your device.
- You can choose to delete Cookies on your computer or device at any time, however you may lose any information that enables you to access Our Site more quickly and efficiently including, but not limited to, login and personalisation settings.
- It is recommended that you keep your internet browser and operating system up-to-date and that you consult the help and guidance provided by the developer of your internet browser and manufacturer of your computer or device if you are unsure about adjusting your privacy settings.
- Contacting Us
14:57 PM, 17th January 2022, About A year ago
I include in the welcome letter/info pack the details of an emergency locksmith for them to call, pointing out that they will be liable. They must be taught a lesson of personal responsibility - if they were an owner occupier no-one would come to their aid.
I always suggest they lodge a spare key with a nearby relative/trusted friend etc., and emphasise that I won't be able to help if they lock themselves out. Its a shame if it takes an actual lock-out to focus their minds but it is so often the case. Give them an inch and they'll take a mile. Don't give them the impression you'll be there to rescue them from inconveniences that are part and parcel of running one's own household!
I can certainly understand your generosity with the electrical call out, considering the objectionable neighbour, but it was not a fault in the electrical infrastructure. They overloaded it and even if accidental, the fault is theirs. There should ideally be something to this effect in the AST.
Maintain a business relationship with them and don't act as their parents! Would you go out and change a light bulb for them? Where to draw the line?!
15:25 PM, 17th January 2022, About A year ago
There are companies that hold keys on your behalf for situations like this. Tenant calls and they send bike with key. Tenant pays.
I would charge them for tripping the switch, faulty appliances are not your fault - but you should have something in your agreement to let them know
15:26 PM, 17th January 2022, About A year ago
When I was in social housing, it was accepted that an emergency response (flooding, lost keys, loss of power, etc.) of about 4hrs was OK, though for a small provider like yourself, you could argue that 12hrs is not an unreasonable response time.
That said, you may want to contract a maintenance service like British Gas, Homeserve, etc. that would take the hassle off you - do you want to be juggling tenant calls while you are on holiday, say? It also comes across as a more professional service.
I don't keep spare keys for let properties as it could leave me open to allegations of unlawful access, theft, etc. If my tenants lose their keys, they are responsible for the costs - any help I am able to render would be discretionary.
A final word - When my tenant's tell me that they've have a total power loss, I ask them to run some basic checks (is there a power cut in the area, unplug all appliances, etc.) I always agree to send out an electrician but make clear that they will be charged the full costs if the fault is found to be due to their faulty appliance. Invariably, I tend not to hear from them again on that particular issue.
15:26 PM, 17th January 2022, About A year ago
Lock outs are quite rare; we don't promise to hold keys, but if we have them will try and help (most houses are close to where we live). It's not guaranteed, though, so if we are out or busy the tenants are on their own. Luckily they are all adults! If I got locked out of my house I'd have to get (and pay for) a locksmith.
As for the electrical issue, we probablyt do the same as you and talk them through the fuseboard. However, if it's not accessible that's a problem. In these day of H and S I wouldn't tell a tenant to stand on a chair (however practical that may be). My mother's consumer unit is very high and I've been lobbying her landlord to relocate it so she can reach it.
15:40 PM, 17th January 2022, About A year ago
I have dealt with miss placed keys many times, one tenant is a bit of nightmare, it par for the course, if it costs the landlord, then the cost should be met by the tenant.
Electrical wise, it is a mine field, as tenants tend to view any situation as, I pay rent you should sort anything & everything out, even if it their error.
One tenant did indeed want me to change fuses and bulbs, he tripped a fuse on a Friday evening three weeks in a row!
It took some searching but no shock it was an appliance of his :/
15:54 PM, 17th January 2022, About A year ago
I fitted deadlocks which need the key to lock up so at least they leave with the keys. No problems since.
17:59 PM, 17th January 2022, About A year ago
The flat we rent out is only about 10 mins walk from our house so we put a key safe outside home and tell tenants if they lock themselves out call my mobile and I'll give them the code.
Stops them ‘borrowing' the key for a friend and still getting locked out.
Also agree they can leave my mobile no with a trusted friend (who's number they know by heart) in case they lock their phone inside.
Never had a nuisance call but would block number if I did.
21:45 PM, 17th January 2022, About A year ago
Reply to the comment left by R.H. Clayton at 17/01/2022 - 15:54
Deadlocks or not, they can still lose the key.
In which case they either call a locksmith, who drills the lock open potentially denying you the key to the new lock or you open up for them.
We had tenants who couldn't be bothered to use the key to the front door, so they would leave the rear patio door permanently unlocked which was also accessible by their friends. We stopped giving a key to the patio door to further tenants (It can still be opened internally in an emergency).
23:40 PM, 17th January 2022, About A year ago
Thank you for all your useful comments. As usual, I need to toughen up! I will also check all future contracts for details on the above, but as we know, contracts are barely worth the paper they are printed on from the tenant's side. In the meantime I will send an email around explaining the position regarding getting locked out and own appliances.
Pete England - PaTMa Property Management
12:26 PM, 18th January 2022, About A year ago
I would always ask for a picture of the board before calling someone out, after questioning what appliances they were using at the time. It saves some hassle, but on this occasion the cost should be the tenants. As for Key’s I presume you have given them 2 or more sets, providing a backup on 1 occasion is fine. If its happens again then I would suggest a call out charge.