Looking after your information.

This notice explains what we collect, why we need it, who we share it with, how long we keep it and your rights.

Last updated: 8 November 2026

1. Who we are

This website is operated by Chuffin Chimney Ltd, a residential letting and property management company based in Redditch, Worcestershire.

• Company name: Chuffin Chimney Ltd
• Company registration number: 14289370
• Registered office: 59 Castle Street, Reading, Berkshire, RG1 7SN
• Email: contact@chuffinchimney.co.uk
• Telephone: 01527 741713

Chuffin Chimney Ltd is a data controller for the personal information it processes when operating its letting and property management business.

We are members of the National Residential Landlords Association (NRLA), Client Money Protect and the Property Redress Scheme, and we are registered with the Information Commissioner’s Office (ICO).

We are committed to handling personal information responsibly and in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and applicable privacy legislation.

2. What information we collect

The information we collect depends on how you interact with us.

Website visitors and enquiries

When you complete a contact form, use our "Message us" feature, email or telephone us, we may collect:

• Your name, email address and telephone number.
• Details of your enquiry or property interests.
• Any information you choose to include in your message.

Our "Message us" feature may also record which page you visited, which frequently asked questions you opened and what you searched for. This helps us understand common enquiries and improve our website.

Prospective tenants

When you enquire about or apply for a property, we may collect contact details, identification, date of birth, employment and income information, rental history, references, and information required for affordability and Right to Rent checks.

Existing tenants and guarantors

We may hold tenancy agreements, contact information, rent and deposit records, guarantor details, property inspection records, maintenance requests, photographs and relevant communications.

Landlords and property owners

We may collect contact information, property ownership details, management agreements, bank details, rental income information, property compliance documents and correspondence relating to the management of your property.

Sensitive information

Occasionally, we may need information relating to health, disability, or accessibility requirements, for example when arranging reasonable adjustments or dealing with an emergency.

We only process such information where necessary, with an appropriate lawful basis and any additional legal condition required.

3. How we collect information

We collect information directly from you when you visit our website, contact us, arrange a viewing, apply for a property or enter into an agreement with us.

We may also receive relevant information from landlords, previous landlords, guarantors, employers, referencing agencies, letting platforms, contractors, public registers and other authorised third parties.

Where legally required, we will explain the source of information obtained from elsewhere.

4. Why we use your information

We use personal information to:

• Answer enquiries and arrange property viewings.
• Advertise properties and process tenancy applications.
• Carry out referencing, affordability and identity checks.
• Comply with Right to Rent and other legal obligations.
• Prepare and manage tenancy and landlord agreements.
• Collect rent, administer deposits and maintain accounts.
• Arrange property inspections, repairs and maintenance.
• Communicate with tenants, landlords and contractors.
• Maintain property safety and compliance records.
• Handle complaints, disputes and legal claims.
• Prevent fraud and protect our legitimate business interests.
• Improve our website and customer service.

We only process personal information where we have an appropriate lawful basis.

5. Our lawful bases for using information

Depending on the activity, we rely on:

Contract

When processing is necessary to enter into or fulfil an agreement with you, including a landlord management agreement or tenancy agreement.

Legal obligation

When information is required to comply with the law, such as Right to Rent checks, tax and accounting responsibilities or relevant housing obligations.

Legitimate interests

When reasonably necessary to operate our letting agency, respond to enquiries, manage properties, organise maintenance, prevent fraud, protect legal interests or provide an efficient service, provided those interests are not overridden by your rights.

Consent

Where consent is required, such as certain marketing communications and non-essential website tracking.

Where we rely on consent, you may withdraw it at any time.

Our lawful basis may differ depending on the person whose information is being processed and the specific activity involved.

6. Tenant applications and referencing

When you apply for a property, we may share relevant information with third-party referencing, identity and affordability-check providers and the landlord responsible for the property.

Referencing may involve checking employment, income, rental history, credit information and identity documents.

We only request information reasonably necessary for the application or required by law.

If relevant information is not provided, we may be unable to complete an application or proceed with a tenancy.

Where an automated assessment is used, we will provide additional information and safeguards where required by law.

7. Who we share information with

We do not sell your personal information or share it with third parties for unrelated marketing.

Where necessary, information may be shared with:

• Landlords and property owners.
• Referencing and identity verification providers.
• Deposit protection providers.
• Maintenance contractors, electricians, plumbers and other authorised professionals.
• Accountants, solicitors and professional advisers.
• Local authorities, regulators and other organisations where required by law.
• Payment, property management and communication service providers.

We use a range of systems to help operate our business, including:

• COHO: to manage properties, tenancies, maintenance and related communications.
• PayProp: to manage rental accounting, rent payments and financial administration.
• SpareRoom and OpenRent: to advertise properties and communicate with prospective tenants.
• Netlify: to host our website and process website enquiries.
• Google Analytics: to understand how visitors use our website, subject to applicable cookie requirements.

We may also use approved email, telephone and AI-assisted communication providers.

Third-party organisations may act as data processors or independent data controllers, depending on the services they provide.

We share only the information reasonably necessary for the relevant purpose.

8. AI-assisted telephone and messaging services

We may use AI-assisted technology to help answer telephone calls, respond to routine enquiries, collect maintenance information and direct messages to the appropriate person.

These services may process your name, contact details, property address and information you provide during the conversation.

Relevant information may be recorded in our property management systems and shared with authorised staff, landlords or contractors where necessary.

If calls are recorded or transcribed, we will provide appropriate information about the recording and how it is used.

AI-assisted services are intended to support our administration and customer service.

Where automated decision-making has legal or similarly significant effects on an individual, we will comply with the applicable legal requirements and provide relevant information and safeguards.

9. Cookies and website analytics

Our website uses essential technologies to support its operation, including remembering your cookie preferences.

We may use Google Analytics to understand how visitors use our website, which pages are viewed and how visitors interact with our content.

We ask for your consent before activating Google Analytics or any other non-essential cookies.

You can withdraw or change your cookie preferences at any time: change your cookie settings.

The cookies and similar technologies we use are:

• Your cookie choice (essential): remembers whether you allowed analytics, stored in your browser until you clear it.
• Google Analytics (_ga and _ga_W0SBJDXHDL, provided by Google, only if you allow analytics): distinguishes visits so we can count visitors and see which pages are used. These last up to two years unless you clear them.

10. How long we keep information

We only keep personal information for as long as necessary for the purpose for which it was collected and any applicable legal requirements.

General website enquiries

We normally retain enquiries for up to 12 months, unless they lead to an ongoing business relationship or there is another lawful reason to keep them.

Tenancy and landlord records

We retain relevant records throughout the relationship and afterwards where necessary to comply with legal requirements, maintain evidence of agreements or deal with potential disputes.

Financial records

We retain financial and accounting records for the periods required by applicable tax and accounting legislation.

Unsuccessful applications

Application information is retained only for an appropriate period, taking account of relevant legal requirements and potential disputes.

Maintenance, inspection and safety records

We retain these for as long as reasonably necessary for property management, compliance, safety and potential claims.

Call recordings and transcriptions

Where these are used, we retain them for the period appropriate to the purpose of the recording and applicable legal requirements.

When information is no longer needed, we securely delete or anonymise it.

11. Keeping your information safe

We take appropriate technical and organisational measures to protect personal information against unauthorised access, disclosure, alteration and loss.

These include account security, access restrictions, appropriate staff permissions and arrangements with service providers.

Only authorised individuals who require information for legitimate business purposes should have access to it.

12. International data transfers

Some of our website, software and communication providers may process information outside the United Kingdom.

Where a restricted international transfer takes place, we will ensure there is an appropriate legal mechanism and safeguard in place, as required by UK data protection law.

You may contact us for further information about the relevant safeguards and how to obtain details of them.

13. Marketing communications

We do not automatically add people to a marketing mailing list simply because they contact us or enquire about a property.

We may send information about our services where permitted by law, obtaining consent where required.

You can opt out of direct marketing at any time by contacting us or using an unsubscribe link where provided.

14. Your data protection rights

Depending on the circumstances, you may have the right to:

• Request a copy of the personal information we hold about you.
• Ask us to correct inaccurate or incomplete information.
• Request deletion of information in certain circumstances.
• Ask us to restrict how information is used.
• Object to certain processing based on legitimate interests.
• Request transfer of eligible personal information.
• Withdraw consent where we rely on it.
• Exercise applicable rights relating to automated decision-making.

You have the right to object at any time to the use of your personal information for direct marketing.

To exercise your rights, please email contact@chuffinchimney.co.uk.

We will normally respond within one month, subject to applicable legal exceptions and extensions.

15. Complaints

If you have concerns about how we collect, use or protect your personal information, please contact us first so that we can investigate and respond.

• Email: contact@chuffinchimney.co.uk
• Telephone: 01527 741713

You also have the right to complain to the Information Commissioner’s Office (ICO).

• Website: ico.org.uk/make-a-complaint
• Telephone: 0303 123 1113

16. Professional memberships

Chuffin Chimney Ltd is a member of the National Residential Landlords Association (NRLA).

The NRLA operates its own privacy notice explaining how it handles personal information relating to its members and services. You can read it here: nrla.org.uk/about-us/privacy-notice-member.

The NRLA’s privacy notice is separate from this notice and does not replace Chuffin Chimney Ltd’s responsibilities for personal information.

17. Changes to this notice

We review our privacy notice regularly to ensure it reflects how we operate and our legal obligations.

If we make changes, the updated version will be published on our website with a revised date.

Where required, we will notify affected individuals of significant changes to how their information is used.