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 firstname.lastname@example.org, 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 email@example.com, or using the contact details below in section 14.
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- 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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- 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.
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- 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.
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- 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
20:25 PM, 19th May 2021, About 2 years ago
I think you need to firmly state that the house has been fit for purpose since before their occupation and that you have no obligation to carry out or fund modifications or redecoration just because their preferences change. Aside from the letter I would suggest when asked for an uneccessary change that you respond with a "no".
7:30 AM, 20th May 2021, About 2 years ago
Also perhaps highlight that they signed the schedule of condition at the start of the Tenancy along with the TA which set out very clearly the condition of the property.
8:09 AM, 20th May 2021, About 2 years ago
I have encountered sometimes painful experience when providing additional value in recent times.
I have assembled the tenant’s furniture for them, helped them move out, put up extra shelving and rapidly provided many extra "additions" over the years.
Around ten years ago this was most definitely appreciated by the tenants and I received Christmas cards and "thank you" presents such as chocolates.
It was quite normal for every tenant to send me a card or message when they left, in which they thanked me for being a great landlord.
But as the years rolled on this appreciation slowly faded away with each round of replacement tenants.
I was utterly perplexed by the gradual change of behaviour. It gave me cause to examine my own behaviour for some sort of explanation.
But I had not changed apart from observing that I seemed to be doing more for the tenants than ever as the years rolled on.
Then a landlord friend of mine pointed out to me, if you set your own conduct bar very high indeed with some tenants, they just come to expect it and regard it as some sort of right. The service that I have provided could never be achieved by an agent. My normal response time is around ten minutes. Yes really!
I discovered from talking to friends and associates that young people these days, and less commonly, some of the older ones, have acquired a sense of entitlement and they think that every demand, no matter how unreasonable, should be satisfied.
I have not, however, had as bad a group of tenants in this regard as yourself, but pretty close.
E.g. "The boiler has broken and it absolutely must be fixed immediately. That is TODAY and not when a plumber is available."
Getting alternative emergency heating within hours and the boiler working within two days did not even result in an expression of gratitude.
So just accept that some people are awful and unreasonable or they will suck the life out of you.
I anticipate this behaviour will become more common and if you want to remain a landlord, as I do not, you will just have to put up with it and fight back firmly no matter how painful you find it to do so.
But don’t expect them to see reason or be grateful.
I am told that it is normal practice in Universities for a maintenance person to be doing an endless round of repairs to fix damage caused by students.
Well those same students eventually leave and become tenants somewhere else.
I will not take students but a friend of mine does. Whilst employing an agent to manage day to day matters, the students insist on coming directly to him even if it is just a light bulb that has blown……..
9:50 AM, 20th May 2021, About 2 years ago
Lorraine, do not under any circumstances write in the terms drafted. Sorry for this but let me pull your draft apart.
"I understand, given your repeated requests for amendments to the property, that you are finding xxxx Road unsuitable for your needs." YOU DON'T KNOW THIS. THEY MAY BE VERY HAPPY. THEY MAY JUST ENJOY SPENDING YOUR MONEY. "I am really sorry to hear this," DON'T USE APOLOGETIC LANGUAGE WITH UNREASONABLE PEOPLE - THEY TAKE IT AS A SIGN OF WEAKNESS AND WILL ASK FOR MORE." as I always pride myself on being a responsible and caring landlord", OK BUT IRRELEVANT TO YOUR LEGAL OBLIGATIONS "and want nothing more than for xxxx Road to be your home, and not just a house." NICE THOUGHT BUT ALSO IRRELEVANT. "Unfortunately, I am finding myself unable to constantly financially meet with your expectations." IRRELEVANT. IF YOU HAVE LEGAL OBLIGATIONS TO REPAIR THE HOUSE, YOUR SHORTAGE OF FUNDS IS NO EXCUSE.
"When you expressed an interest in the property you raised no requests for improvements, and accordingly none were agreed as part of the contractual arrangements." THIS IS THE ISSUE THOUGH WHETHER THEY ASKED BEFOREHAND IS NOT THE REAL POINT. THE ISSUE IS: ARE THEY ASKING FOR REPAIRS OR IMPROVEMENTS? IF THE LATTER THEN YOU HAVE NO OBLIGATION UNLESS YOU AGREED UPFRONT. IF THE FORMER THEN DEPENDING ON THE MATTER YOU MAY BE LIABLE TO REPAIR. "Obviously I am happy to carry out all necessary repairs, but I feel the improvements being requested are excessive and unreasonable." CORRECT BUT YOU SHOULD SAY INSTEAD THAT YOU ARE NOT WILLING TO IMPROVE THE PROPERTY. "Please therefore can you bear in mind the foregoing before making future requests." SORRY BUT THIS IS TERRIBLY WEAK AND THEY WILL BE EMBOLDENED.
"Your cooperation with this would be much appreciated." AND I HAVE JUST SEEN A GREEN PIG FLYING BY THE WINDOW. AIN'T GONNA HAPPEN!
You need to be sure that the property does comply with all relevant legislation and that it is fit for habitation. Their request for redecoration sounds ridiculous. I cannot comment on the patio doors but if they have been fine for years they are probably adequate.
I hope you have a good inventory and photographs. Some nasty tenants will may start to "create disrepair" and then ask you to fix it.
10:35 AM, 20th May 2021, About 2 years ago
Just wondering what part of Wales this is in? We rent in the valleys. Maybe you can request an inspection?
10:38 AM, 20th May 2021, About 2 years ago
Reply to the comment left by Ian Narbeth at 20/05/2021 - 09:50
I agree with Ian. Be firm and to the point not apologetic. Fulfil your legal obligations as a Landlord and refuse the improvements unless of course you want to carry them out, at your cost, to make the property better for the tenant with the view they will stay longer.
At the end of the day it comes down to what they are asking for, how reasonable the requests are and what it will cost you in time and money. Only you can make that judgement call on the 'improvements' list of tasks. Goodluck!
10:45 AM, 20th May 2021, About 2 years ago
I can only do the best I can that is reasonable. When they signed the contract, they agreed that what they saw is what they get.
10:48 AM, 20th May 2021, About 2 years ago
Have to agree with Ian, that draft is virtually a white flag of surrender. Do not write it. You should have put your foot down when they gave you the list of 38 improvements and crossed off all the frivolous improvements, eg the redecoration, and only carried out essential repairs. I suggest that you carry out an inspection, taking photographs as evidence, then next time they ask for an improvement, your response should be "NO", unless it is an essential repair. If it is malicious damage, then you will have the evidence of your inspection that the damage is self inflicted.
10:50 AM, 20th May 2021, About 2 years ago
Internal decoration, wear and tear are down to the tennant, as if it was their own home. We have a taker in one of our houses, radiators needed bleeding and wanted us to send an engineer round to do it, we sent a radiator key and a link to a you tube video on how to do it, you have to learn to say no to these people otherwise every week its more demands at your expense. We are a fair and generally agreeable landlord but there are those that try to take advantage, we wont pay for peoples changing tastes in paint or furnishings.
10:57 AM, 20th May 2021, About 2 years ago
I agree with most of what has been said. In my experience clarity is key. Your tenancy agreement should set out your obligations with regard to repairs/maintenance and you should not hesitate to say no to requests that you feel are outside your obligations as landlord. I would not be defensive or apologetic nor would I comment on their reasonabless as this just invites a come back. If you have not already done so you might want to provide your tenants with a statement about repairs giving helpful information, examples of common issues e.g. dealing with condensation, contact details, and response times. We have done this in the past and have found examples on line. It is not unusual for new tenants to highlight lots of issues when they move in but they soon settle as their busy lives take up their attention. Alternatively it might be time to appoint an agent who should have no difficulty in fielding these requests.