• Identity and application information — such as your name, date of birth, photograph, passport or other identification, nationality, National Insurance number, address history, employment information, application answers, introductory information and free-text comments.
• Contact and relationship information — such as your email address, residential or billing address, telephone number and the name, relationship and contact details of a next of kin, guarantor, employer, landlord, agent or referee.
• Financial and affordability information — such as payment information, payslips and bank statements covering the previous three months, employment income, affordability evidence and relevant financial records. We use statements as evidence for affordability; we do not contact your bank to validate them.
• Transaction information — such as details of payments to and from you.
• Technical information — such as IP address, browser and device information, operating system, time zone and similar information needed for websites and applications to operate.

The information we need depends on your relationship with us. We aim to collect only what is relevant for the particular purpose.

You may give us information when you:

• complete an enquiry, tenancy-application, contractor or other form on our website, which feeds into our internal CRM;
• email, telephone or text us;
• contact us through WhatsApp;
• message us through SpareRoom or another advertising channel. SpareRoom is normally an enquiry entry point only: we manually create the relevant CRM record and do not integrate the platform with our CRM or send application data back to it;
• contact us through social media; or
• apply for, enter into or manage a tenancy, property-management arrangement or other service relationship with us.

We may receive relevant information from public records and from organisations involved in a property, tenancy or application. Sources may include Companies House, the electoral register, checks by our referencing provider, currently NLA, TrustID identity checks, the Home Office Right to Rent service, AML LetHQ checks where an initial identity result is inconclusive, a current or previous landlord or agent, an employer, and records transferred when we take over the management of a property.

If we receive your information from another landlord or agent, this may be because an existing tenancy forms part of the management arrangement for the property.

We do not routinely ask for diagnoses, disability status or criminal-record information. We may need to know whether an occupant can self-evacuate so that we can meet health and safety responsibilities. An answer may reveal limited health-related information. We process this only where it is necessary, proportionate and supported by both a general lawful basis and an applicable additional condition for special-category information, with access limited to people who need it for safety or tenancy management.

We may also receive a risk indicator or other relevant result from an identity, anti-money-laundering or fraud-prevention provider. We use AML LetHQ only when an initial TrustID result is unknown or inconclusive. We do not routinely ask applicants to provide criminal-record information themselves. If a screening result includes information about suspected unlawful activity or criminal offences, we use it only where authorised by law for preventing fraud, money laundering or other unlawful acts, and we apply additional access, retention and documentation safeguards.

Some information is optional, but other information is needed to respond to a request, assess an application, verify identity and Right to Rent, complete referencing, enter into or manage a tenancy, arrange maintenance, make a payment, or meet a legal obligation. If required information is not provided, we may be unable to proceed with the relevant application, tenancy, service or request. We will explain where a field or document is optional when this is not otherwise clear.

We use CookieYes to present cookie choices and maintain the site’s current cookie details. The site uses necessary cookies and, where permitted by your choices, Google Analytics. Embedded features such as maps may also set or access cookies. You can accept, reject or revisit non-essential cookie choices through the CookieYes controls shown on the website.

Technical information collected through forms, security tools and logs is used only where needed to deliver the site, protect it, diagnose problems, understand permitted usage and process the request you submit.

• Consent — where you have made a clear choice, for example for a particular type of marketing. You can withdraw consent at any time.
• Contract — where processing is needed to take steps at your request or to enter into or perform a contract.
• Legal obligation — where the law or a regulatory requirement requires us to use or retain information.
• Vital interests — in exceptional circumstances where processing is necessary to protect someone’s life or health.
• Legitimate interests — where processing is reasonably necessary for PPC’s or another person’s legitimate interests and those interests are not overridden by your rights.

Our legitimate interests may include communicating about services, understanding and improving our services, keeping records accurate, protecting against fraud and financial crime, and operating the business effectively. We consider the likely impact on you before relying on this basis.

• our CRM, website-form, hosting, email, communications, security and system-administration providers;
• our referencing provider, currently NLA, for affordability, credit and CCJ checks;
• TrustID for identity verification, the Home Office for Right to Rent checks, and AML LetHQ where additional validation is required;
• a statutory tenancy-deposit protection provider;
• insurers and rent-guarantee providers where relevant;
• Xero and our accountant, who may see basic contact and financial-record information needed for accounting;
• a landlord or property owner where they make a legitimate request and disclosure is necessary and lawful—we do not share applicant or tenant files with landlords by default;
• maintenance contractors, but normally only after checking with you before providing the contact details needed to arrange work;
• legal advisers, courts, enforcement agents and debt-recovery providers where an arrears, possession, judgment or recovery process requires it; and
• regulators, law-enforcement bodies, emergency services and other public authorities where disclosure is required or permitted by law.

We apply data minimisation when sharing information: recipients receive only what is reasonably needed for the relevant purpose. Where a maintenance contractor needs to contact you directly, we normally agree this with you beforehand. Service providers acting on our behalf must handle information only for authorised purposes and with appropriate safeguards.

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, including to meet legal, accounting, health and safety, regulatory, dispute-resolution and record-keeping requirements. Our normal retention periods are:

• Enquiries that do not proceed: normally 12 months after the last meaningful contact.
• Unsuccessful tenancy applications: normally 12 months after the application decision. Supporting identity, payslip and bank-statement evidence is deleted earlier where it is no longer needed for the decision, a legal requirement or a reasonably foreseeable claim.
• Successful applications and tenancy-management records: normally for the tenancy and six years after it ends, where needed for contracts, payments, property management, disputes or legal claims.
• Right to Rent evidence: for the tenancy and one year after it ends.
• Accounting and tax records: normally six years from the end of the company financial year to which they relate, or longer where the law requires.
• Landlord, contractor and supplier records: normally for the relationship and six years afterwards where needed for contracts, payments or legal claims.
• Maintenance, safety, debt and legal records: for as long as the matter remains active and afterwards for the relevant legal, safety or limitation period.
• Website analytics, cookies and technical logs: for the periods shown in the CookieYes controls or the relevant system setting, subject to periodic review.

We may keep information for longer where a complaint, investigation, safeguarding matter, legal claim, court order or statutory requirement makes this necessary. We may delete or anonymise information sooner when it is no longer needed. Backups are protected and overwritten or put beyond use through the normal backup cycle.

We use technical and organisational measures designed to protect personal information against unauthorised access, loss, misuse or disclosure. Our core CRM and email systems enforce two-factor authentication for users, and 2FA is our default approach for other applications where it is supported. We also use access controls, encrypted credential storage and secure information-management practices.

No internet transmission or storage system can be guaranteed completely secure. If you believe information relating to you may be at risk, please contact us promptly at privacy@primepropertycare.com.

• Access — ask whether we process your information and request a copy.
• Correction — ask us to correct information that is inaccurate or incomplete.
• Restriction — ask us to limit how we use information in certain circumstances.
• Erasure — ask us to delete information where the law permits.
• Portability — receive certain information in a machine-readable form where processing is automated and based on consent or contract.
• Objection — object to processing based on legitimate interests and object at any time to direct marketing.
• Withdraw consent — withdraw consent where we rely on it, without affecting earlier lawful processing.
• Complain — raise a concern with us or lodge a complaint with the Information Commissioner’s Office.

Our website, application and tenancy processes are directed to adults. Children may live in properties under family tenancies, so we may hold limited information about a child where it is necessary to identify authorised occupants, manage the tenancy, protect health and safety, or meet a legal obligation. The parent, guardian or responsible adult should provide and explain the relevant information. We do not use information about children for marketing or ask children to complete tenancy applications themselves.

We review this notice periodically and update it when our services, data use or legal obligations change. We will publish the current version here and bring material changes to people’s attention where appropriate.

Last reviewed and effective: 24 July 2026