Quilliam Property Services takes your privacy seriously and we are committed to protecting your personal information. Our Privacy Notice explains how we collect, use and share your personal information in the course of our business activities. In order to help you find what you are looking for, we have divided the information into the following sections:
The personal information we collect and when and why we use it
How we collect your personal information
Legal basis for using your personal information
Sharing your personal information with others
How we use your personal information
How long we keep your personal information for
Your legal rights available to help manage your privacy
How we protect and store your personal information
Keeping up to date
We are what is known as the 'data-controller' of personal information we gather and use. In some instances, we are also the “data “processor” meaning that we process the personal information we collect and hold. When we say 'we' or 'us' in this policy, we mean Quilliam, 206 High Street, Brentford TW8 8AH.
Quilliam is an independent estate agency owned by Julia Quilliam who runs the business as a sole trader at 206 High Street, Brentford TW8 8AH. We focus on sales, lettings and property management.
This Privacy Notice covers Quilliam Property Services, its websites, mobile applications and mobile websites (collectively referred to as the “Platforms” except where you are notified of another privacy notice or policy by Quilliam who collects your personal information. See section 8. Your Legal Rights Available to Help Manage Your Privacy for more information about your rights and how our Data Processing Manager can help you.
This policy provides up to date information about how we use your personal information and will update any previous information we have given you about using your personal information (also referred to as personal data).
1. The personal information we collect and when and why we use it
We collect and use a variety of personal information depending on the products and services we deliver to you and to meet legal obligations. For all products and services, we need to use your name, address, date of birth, contact details, information to allow us to check your identity and residential status and information about your credit history. For some products and services, we might need additional information, for example:
- previous addresses
- landlord and previous landlord’s details
- details of dependants
- bank statements
- information for fraud prevention;
- information for anti-money laundering regulations
- County Court Judgements
2. How we collect your personal information
For the general conduct of business, we collect information through a range of methods to include:
- directly from yourself
- next of kin
- spouse, partner or family member
- business associates
- previous landlords
- Government, land and police registers
- credit and default agencies
- financial institutes
- insurance companies
- law firms
- health providers
- relocation agents
- from other people who know you including joint account holders and people you are linked to financially
- other third parties
- we also may obtain some personal information from monitoring or recording calls and CCTV
- we may record or monitor phone calls with you for regulatory purposes, for training and to ensure and improve quality of service delivery, to ensure safety of our staff and customers, and to resolve queries or issues.
- we may also use CCTV on our premises to ensure the safety and security of our staff and customers.
Information will generally be collected directly via the use of any of our standard forms, over the internet, via email, in our office or through telephone conversation with you. We may also collect personal information through our affiliates or suppliers.
3. Legal basis for using your personal information
We only use your personal information where it is permitted by the laws that protect your privacy rights. We only use personal information where:
- we have your consent (if consent is needed)
- generally, we will collect, use and hold your information for the purposes of assessing applications to rent property or to recommend you as a potential purchaser
- we need to use the information to comply with our legal obligations;
- we need to use the information to perform a contract with you; and/or
it is fair to use the personal information either in our interests or someone else's interests, where there is no disadvantage to you. This can include where it is in our interests to contact you about products or services, market to you, or collaborate with others to improve our services.
- sometimes where we ask for your personal information needed to enter into a contract with you or to meet a legal obligation (such as a credit check), we will not be able to provide some products or services without that personal information.
- protect against and prevent fraud, unauthorised transactions, money laundering, tax evasion, claims, other liabilities and manage risk exposure.
- compliance and security of business processes
- evaluate your interest in employment
- comply with industry standards
- where we have your consent, you have the right to withdraw it. We will let you know how to do that at the time we gather your consent. See section 10. Keeping you up to date
4. Sharing your personal information
We will share personal information within our office and with others outside where:
- we need to do that to make products and services available to you,
- market products and services to you
- meet or enforce a legal obligation or where it is fair and reasonable for us to do so
- See section 5. How we use your personal information for more information about how we do this. We will only share your personal information to the extent needed for those purposes.
- Who we share your personal information with depends on the products and services we provide to you and the purposes we use your personal information for. For most products and services, we will share your personal information with our own service providers such as our IT suppliers, with credit reference agencies and fraud prevention agencies. See section 5. How we use your personal information for more information on who we share your personal information with and why.
- Most of the time the personal information we have about you is information you have given to us or gathered by us in the course of providing products and services to you.
- We also sometimes gather personal information from and send personal information to third parties where necessary for credit checking and fraud prevention or marketing purposes, for example so you can receive the best offers from us and our partners. See section 5. How we use your personal information for more information on who we get your personal information from and why.
5. How we use your personal information
To provide you with the products and services we offer we will need to know your name, address, date of birth, details of your current and previous countries of residence/citizenship, and a copy of identification documents (such as a passport or driving licence). We might also need health information to help support our customers who have a vulnerability.
We sometimes need to gather, use and share additional personal information for specific purposes, which are set out in more detail below.
- to operate and administer our products and services, including dealing with your complaints and fixing our mistakes
- to administer payments to and from you
- to comply with our legal obligations, to prevent financial crime including fraud and money laundering
- to comply with our legal obligations, to support our vulnerable customers
- for financial management and debt recovery purposes
- to enable payments to third parties who may have introduced you to us
- to carry out market research and analysis to develop and improve our products and services
- to market products and services to you from us or our partners
- personal information requirements for business customers
6. How long we keep your personal information for
How long we keep your personal information for depends on the products and services we deliver to you. We will never retain your personal information for any longer than is necessary for the purposes we need to use it for. We monitor how long we keep personal information for and aim to comply with the legal framework for document retention which is six years.
- A cookie is a file containing an identifier (a string of letters and numbers) that is sent by a web server to a web browser and is stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server.
- Cookies may be either "persistent" cookies or "session" cookies: a persistent cookie will be stored by a web browser and will remain valid until its set expiry date, unless deleted by the user before the expiry date; a session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed.
- Cookies do not typically contain any information that personally identifies a user, but personal information that we store about you may be linked to the information stored in and obtained from cookies.
- Most browsers allow you to refuse to accept cookies and to delete cookies. The methods for doing so vary from browser to browser, and from version to version.
- blocking all cookies will have a negative impact upon the usability of many websites.
- If you block cookies, you will not be able to use all the features on our website.
8. Your Legal Rights Available to Help Manage Your Privacy
You have the right to object to how we use your personal information. If we have relied on consent to process your personal information you can withdraw that consent at any time. You also have the right to see what personal information we hold about you. In addition, you can ask us to correct inaccuracies, delete or restrict personal information or to ask for some of your personal information to be provided to someone else.
- You can also make a complaint to the data protection supervisory authority, the Information Commissioner's Office, at https://ico.org.uk.
- To make enquires for further information about exercising any of your rights in this policy please contact our office.
Our Data Protection Manager (DPM) is responsible for overseeing this policy. The DPM provides help and guidance to make sure we apply the best standards to protecting your personal information.
10. Keeping you up to date
We will communicate with you about products and services we are delivering using any contact details you have given us - for example by post, email, text message, social media, and notifications on our app or website.
Where you have given us consent to receive marketing, you can withdraw consent and update your marketing and contact preferences by contacting us or visit our website on www.quilliam.co.uk
Issue date of Privacy Notice: May 2018