Privacy Policy

Our contact details

Office address: 2 Verandah Cottages, Berg Apton, Norwich, NR15 1BL

Point of contact for data protection matters:


Tel: 07795 188988

What type of information we have

We collect and use a variety of personal information depending on the products and services we deliver to you. 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 information about your credit history. For some products and services we might need additional information, for example:

– Convictions;

– bank details, for financial transactions

– information for, fraud prevention;

– information for, anti-money laundering; and

– to meet legal obligations.

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.  

How we get the information and why we have it

We obtain personal information:

– directly from you, for example when you fill out an application;
– by observing how you use our products and services, for example from the transactions and operation of your accounts and services;
– from other organisations such as credit reference and fraud prevention agencies;
– from other people who know you including joint account holders and people you are linked to financially.

We also may obtain some personal information from monitoring or recording calls and if we use 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.

Most of the personal information we process is provided to us directly by you for one of the following reasons:

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, we will use:
  • To administer payments to and from you, we will use:
  • To comply with our legal obligations, to prevent financial crime including fraud and money laundering we will use:
  • To comply with our legal obligations, to support our vulnerable customers:
  • For financial management and debt recovery purposes, we will use:
  • To enable payments to third parties who may have introduced you to us, we will use:
  • To carry out market research and analysis to develop and improve our products and services we will use:
  • To market products and services to you from us or our partners, we will use:

Personal information requirements for Business customers

We also receive personal information indirectly, from the following sources in the following scenarios:

  • From referencing companies when carrying out referencing for prospective tenancies

Under the General Data Protection Regulation (GDPR), the lawful bases we rely on for processing this information are:

(a) Your consent. You are able to remove your consent at any time. You can do this by contacting

(b) We have a contractual obligation.

(c) We have a legal obligation.

(d) We have a vital interest.

(e) We need it to perform a public task.

(f) We have a legitimate interest.


How we use your 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);
– 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.

Where we have your consent, you have the right to withdraw it. Let us know by email at

Special protection is given to certain kinds of personal information that is particularly sensitive. This is information about your physical and mental health status, racial or ethnic origin, political views, religious or similar beliefs, sex life or sexual orientation, genetic or biometric identifiers, trade union membership or criminal convictions or allegations. We will only use this kind of personal information where:

– we have a legal obligation to do so (for example to protect vulnerable people);
– it is necessary for us to do so to protect your vital interests (for example if you have a severe and immediate medical need whilst on our premises);
– it is in the substantial public interest;
– it is necessary for the prevention or detection of crime;
– it is necessary for insurance purposes; or
– you have specifically given us explicit consent to use the information.

We may share this information with

We will share personal information within Luxury Lets and with others outside Luxury Lets where:

  1. we need to do that to make products and services available to you,
  2. market products and services to you; or
  3. meet or enforce a legal obligation or where it is fair and reasonable for us to do so.

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.

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 How we use your information for more information on who we get your personal information from and why.


How we store your information

Your information is securely stored in our office and is password protected.

We review our retention periods for personal information on a regular basis. We will hold your personal information on our systems only for so long as is necessary for the relevant activity, or as long as is set out in any relevant contract with you.

Your data protection rights

Under data protection law, you have rights including:

Your right of access – You have the right to ask us for copies of your personal information.

Your right to rectification – You have the right to ask us to rectify information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.

Your right to erasure – You have the right to ask us to erase your personal information in certain circumstances.

Your right to restriction of processing – You have the right to ask us to restrict the processing of your information in certain circumstances.

Your right to object to processing – You have the the right to object to the processing of your personal data in certain circumstances.

Your right to data portability – You have the right to ask that we transfer the information you gave us to another organisation, or to you, in certain circumstances.

You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.

Please contact us if you wish to make a request

How to complain

You can also complain  to us directly or to the ICO if you are unhappy with how we have used your data.

The ICO’s address:           

Information Commissioner’s Office

Wycliffe House

Water Lane




Helpline number: 0303 123 1113

How can we help?