Privacy Policy

We are The Letting Partnership Ltd, registered in England and Wales under company number 04906228 (VAT number 903086152). Our registered office is Suite B Second Floor, 3 Liverpool Gardens, Worthing, West Sussex, BN11 1TF.

TLP is registered with the UK Information Commissioner's Office (ICO) under number Z8961940. For any queries or requests relating to your data, contact us at enquiries@thelettingpartnership.co.uk.

TLP provides outsourced client accounting and client money audit services to letting agents across the UK, helping them manage rents, deposits, and compliance efficiently.

This policy explains how we handle your personal information across all our services, and when you access and use our website.

If you are using our website or services on behalf of, or as an employee of, a company or other legal entity, the terms "you" or "your" refer to both the entity and you as an individual, as appropriate.

Client data. Where we process your client data (any personal information of your landlords, their tenants and their transactional data such as rents and deposits), we do so as your data processor. This is governed by the relevant Data Processing Agreement (DPA), which forms part of your service terms and which you will be able to view and accept when you sign up to the relevant service. This notice does not apply to that client data.

Account data and website data. We process all your other data as a data controller in accordance with this Privacy Policy. This includes:

• (i) your name and contact details;
• (ii) your billing information;
• (iii) data collected for identity verification and to complete AML checks;
• (iv) logs of your activity on our website and software platform; and
• (v) marketing and advertising data, including data collected through cookies and similar technologies, enquiry and lead data, and the information described in "Advertising and marketing technologies" below.

When you use our services, website, or contact us, we may collect:

• Your name, job title, postal address, email address, phone number, and bank account details for payment purposes.
• Name, job title and email address of your personnel (employees and non-employed personnel) accessing and using our services and platform on your behalf.
• Information you share in forms you fill out or messages you send us.
• Details about your device (for example your IP address, browser type and operating system) and how you use our website or services.
• Information about how you arrived at our website and what you did on it, such as the pages you visited, the advert or link you clicked, and whether you went on to make an enquiry. We collect this through cookies and similar technologies, but only where you have agreed to the relevant cookies (see Part 4).
• How you interact with our website, such as your clicks, taps, scrolling, mouse movements, and the pages and screens you view, which we collect through session recordings and heatmaps. We collect this through cookies and similar technologies, but only where you have agreed to analytics cookies (see Part 4).
• Identification documents to complete KYC (know your client) and AML (anti-money laundering) checks on you as a customer, which may include forms of identification (passport, driving licence), proof of address, visa information and employment information (employment status and details of your employer).
• Anything else you give us to help us do our job for you.

We collect most information directly from you. We also receive information from:

• the letting agent or other business you work for or own, when it signs up to our services and gives us details of its directors, owners and staff who will deal with us or use our services;
• public sources, such as Companies House and sanctions lists, when we carry out KYC and AML checks;
• our website, through cookies and similar technologies, including analytics tools such as Google Analytics and Microsoft Clarity (where you have consented); and
• advertising and marketing platforms, which tell us which campaign brought you to our website.

We only use your personal information where the law allows. The table below sets out what we use it for and the legal basis for each purpose.

Where we rely on consent, you can withdraw it at any time (see "Your rights" and "Cookies and similar technologies"). Withdrawing consent does not affect the lawfulness of processing before you withdrew it.

We use your information for the reasons above. For example:

• If you're a customer, we will use your details to provide the services you have requested. Depending on the service, this might include due diligence and risk assessments of your business.
• We might combine your data with others' to create statistics or insights (but not in a way that identifies you).
• If you're visiting or using our website, we may, with your consent where required, track how you use it to make it better and to measure our marketing.
• If you have made an enquiry or purchased services from us, we may send you information about our services and related goods, services and promotions that we or our group companies offer that may interest you. You can ask us to stop such communications at any time by using the unsubscribe link in the communication, or by sending us a request to opt out.

Microsoft Clarity. With your consent, we use Microsoft Clarity, a website analytics tool provided by Microsoft, to understand how visitors use our website and to improve it. If you consent to analytics cookies, Clarity collects information such as your IP address (used to derive your approximate location), device, browser and operating system details, the pages you visit, how you arrived, and how you interact with each page, including clicks, scrolling and mouse movements. Clarity uses this to produce session recordings and heatmaps. Clarity masks sensitive form fields (such as passwords and payment details) and we configure it to mask other fields, so the content of what you type into forms is not recorded. We use this only to improve our website and do not use Clarity to identify you personally.

Microsoft processes this information on our behalf under the Microsoft Clarity Terms of Use and Data Protection Addendum, and may also process certain data for its own purposes, including advertising, as described in the Microsoft Privacy Statement. If you do not consent to analytics cookies, Clarity will not run.

With your consent, we use the following third-party technologies on our website. Cookie names, purposes and durations are listed in our Cookie Policy.

Google Ads. We advertise through Google Ads (provided by Google). If you consent to marketing and advertising cookies, Google's tags on our website help us understand which adverts lead to enquiries.

When you submit an enquiry or other lead form, we may send Google a "lead conversion" event. This can include your email address and phone number, which are scrambled using a one-way process known as hashing before they leave your browser or our systems. Google can match this hashed information against signed-in Google accounts to confirm that an advert led to your enquiry. We use this only to measure and improve our advertising. We do not send your name, address, the content of your message or any identity documents to Google for this purpose.

Hashing makes the data harder to read, but it is still personal data in law, and Google may be able to match it to a person who has a Google account. Google handles this information under the terms that apply to our Google Ads account and in line with its own privacy policy. You can find out how Google uses data at policies.google.com/privacy.

If you do not consent to marketing and advertising cookies, we will not send hashed email or phone data to Google.

HubSpot. We use HubSpot as our customer relationship management and marketing platform. If you consent to marketing and advertising cookies, HubSpot sets cookies that link your visits to our website with any enquiry or form submission you make. This lets us see, for example, which pages you viewed and which campaign brought you to us before you got in touch. HubSpot stores your contact record, enquiry details and communications history on our behalf.

Trustpilot. Our website displays a Trustpilot widget showing customer reviews. This is a third-party embed. When it loads, Trustpilot may receive information such as your IP address and device details and may set its own cookies. Trustpilot is responsible for how it uses that data (see Trustpilot's privacy policy). If you write a review on Trustpilot, that is a matter between you and Trustpilot.

We may share your information with:

• service providers acting on our behalf, such as hosting, software, IT support, CRM and email tools, and payment processors;
• advertising and analytics providers, namely Google (Google Ads and Google Analytics), Microsoft (Clarity) and HubSpot, as described above;
• Trustpilot, to the extent described above where its widget is loaded on our website;
• other organisations and service providers in the property industry (for example client money protection schemes) where it is part of our job;
• our professional advisers, such as lawyers, accountants and insurers;
• the government, law enforcement or regulators where the law requires or permits us to; and
• our group companies, LoftyWorks Ltd (UK company number 12239915, Barttelot Court, Barttelot Road, Horsham, West Sussex, RH12 1DQ, United Kingdom), and Lofty Inc. and Moatable Inc. (both of 45 W Buchanan St, Phoenix, AZ 85004, United States), for the purpose of identifying related goods, services and promotions that may be of interest to you.

We don't sell your personal information. We only share it with the categories of recipients listed above.

Some of the providers we use, including Google, HubSpot and Microsoft, and two of our group companies, Lofty Inc. and Moatable Inc., are based in or process data in the United States. Where we transfer personal information outside the UK, we make sure it is protected by an appropriate safeguard, for example:

• the UK Extension to the EU-US Data Privacy Framework (the "UK-US data bridge"), where the US recipient is certified. Google, HubSpot and Microsoft are all certified; or
• the ICO's International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses, for example in our agreements with HubSpot and for transfers to our US group companies.

You can contact us at enquiries@thelettingpartnership.co.uk for more information about these safeguards.

We will retain some categories of personal information for legal, regulatory and tax reasons after our interaction or relationship has ended. TLP will only retain personal information to the extent reasonably necessary. We determine retention periods considering the amount and sensitivity of the personal information, the potential risk of harm from unauthorised use, the purposes for which we process your data and whether these can be achieved in other ways.

In particular, TLP will retain personal information as follows:

• Service request and subscription data: for as long as your account remains active, and for 5 years after (to understand your preferences and to meet our legal obligations, in case you decide to reactivate your membership or have queries about it).
• Identity and AML records: for 5 years after the end of our business relationship with you, as required by the Money Laundering Regulations 2017, and longer where the law requires or permits.
• Marketing preferences: where you have asked TLP not to send you newsletters or promotional emails, TLP keeps a record of that fact to ensure we respect your request in future.
• Marketing contacts (enquiry and form data held in HubSpot): if you submit an enquiry or sign up through a form on our website, we keep your contact record in HubSpot and may email you about our services until you unsubscribe or ask us to delete your data. We also review our contacts from time to time and remove those who have not engaged with us for 24 months.
• Website visit data collected through cookies: if you accept analytics cookies, Google Analytics and Microsoft Clarity may record your visits against a random cookie identifier, and if you accept marketing and advertising cookies, HubSpot and Google may do the same. Clarity session recordings and heatmap data are kept for a limited period and then deleted in line with the retention settings we apply in Clarity. This does not identify you to us unless you later submit a form. Cookie lifespans are set out in our Cookie Policy.
• Account, tax, accounting and legal records: TLP may retain your account data for tax, accounting and legal reasons. TLP retains any information that has the potential to give rise to legal disputes for 7 years.

If you ask us to stop using or delete your data, we will do so unless the law requires us to keep it, we need it to establish, exercise or defend legal claims, or it is necessary to finish providing a service you requested. See "Your rights" for how we respond to requests.

When any retention periods are over, TLP will delete your personal information from its systems in a manner designed to render such data unrecoverable. If deletion is not possible (for example the data is stored in backup archives), TLP will isolate it from further processing until deletion is possible. TLP will cease any deletion in response to a written request from you stating that such data or records may be relevant to anticipated litigation.

If there's a data breach involving our systems that could affect you, we'll let you know where the law requires us to, and we will report it to the ICO where required.

If you're not happy with how we have handled your information, please contact us first at enquiries@thelettingpartnership.co.uk. We will acknowledge your complaint within 30 days, investigate it and tell you the outcome without undue delay.

You also have the right to complain to the UK Information Commissioner's Office (ICO) at any time:

• Website: ico.org.uk/make-a-complaint
• Telephone: 0303 123 1113
• Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

We might update this policy. If we do, we'll post the updated version on our website and change the "last updated" date at the top, so check back now and then. Where a change is significant, we will tell you directly where we can.

enquiries@thelettingpartnership.co.uk