Sales & Lettings: 0161 513 8126

Privacy and Your Personal Information

This policy describes how Quay Property Investments UK Ltd will use your personal data with relevant laws and regulations. Your personal data will only be used for lawful business purposes.

Quay Property is the trading name of Quay Property Investments (UK) Ltd. We may change this Policy for review and update this privacy policy from time to time to reflect our processing activities. It is your responsibility to check our privacy policy on a regular basis. Your continued use of our services and website constitutes your acceptance of this Privacy Policy and any amendments made to it.

Quay Property Investments UK Ltd must look after your personal information by law. The main legislation that applies to protecting your information is:

  • General Data Protection Regulations (UK) (GDPR UK)
  • Data Protection Act 2018 (DPA)
  • Money Laundering Regulations 2017
  • Proceeds of Crime Act 2002
  • The Data Protection, Privacy and Electronic Communications (Amendments etc.)(EU Exit) Regs 2019

Quay Property Investment UK Limited

This Privacy Notice applies to the use and processing of personal information collected directly by Quay Property investments UK Ltd and collected by our referencing partners Oh Goodlord Ltd

Quay Property Investments UK Ltd is the overall Data Controller and we have a legal duty to protect any information we collect from you.

Our statutory Data Protection Officer is Sara Huck. She can be contacted by email at


This Privacy Notice covers use of personal information as defined in GDPR UK & the Data Protection Act 2018.

Personal data. This is information, or any combination of separate pieces of information, that could be used to identify you. This includes your name, address, contact details etc.

"Special category" personal data. This sensitive personal information is given more protection in law. For example, details of your health or nationality.

For more details of these definitions see below.

Personal data is any information about an identified or identifiable natural person "a data subject"; an identifiable natural person is one who can be identified, directly or indirectly, by reference to an identifier such as their name, alias, address, national insurance number, telephone number, email, contact information, financial information, IP address. It can include information in different formats including electronic data, hand-written notes, voice recordings, photographs, CCTV footage.

Special category personal information is personal information which reveals racial or ethnic origin, political opinions, religious/spiritual/philosophical beliefs, trade union membership, genetic or biometric data, physical or mental health data, sex life or sexual orientation data, criminal or alleged criminal offences.

Personal information gathering

When you enquire or register for products and services provided by Quay Property Investments UK Ltd we may collect personal information from a variety of sources.

The majority of the personal information we collect will have been provided by you directly during the course of your relationship with us either through face to face contact, by telephone, email or electronic communication such as messaging, on-line forms or emails.

However, we may also obtain your personal data from other sources including:

  • information collected when you visit our websites.
  • companies which support referencing such as Goodlord or advertising services that promote our services including online property portals (such as Rightmove and Zoopla), social media and networking sites (such as Facebook and Twitter) and online advertising platforms
  • information provided to us by other third parties, such as your solicitor
  • other publicly available sources such as the Electoral Roll and Land Registry

What information do we collect?

We collect your personal information based on the service or services we are offering you. We will only collect the information needed. We will not sell your personal information to anyone. Some examples of information we may collect directly from you, can be found here:-

Information we may collect directly from you and Why we collect it

Your name, address, phone number, email address and your needs

To provide you with estate agency services to find a property to buy or sell or to provide you with holiday rental booking

Your marital status, date of birth, nationality, employment details When you enter into a residential sale or letting agreement Your date of birth, nationality and details from identity documents you provide To perform anti-money laundering and rent referencing checks (as required by law) Proof that you have available funds to support any offer that you make to buy a property To ensure you able to pay the required amount of deposit Financial information, like a copy of your bank statement or a mortgage offer To provide evidence of your capability to buy a property Details of your mortgage arrangements and how long you have owned your property when you register to sell To perform anti-money laundering checks (as required by law) Details of any mortgage, insurance, licensing documentation and service contracts which you have in place regarding a property you wish to let Where you are a landlord and we are providing you with letting and/or management services Your marital status, employment details, national insurance number, nationality, residential status, bank details and credit history To carry out referencing and credit checks Details relating to your property including photographs, floor plans, energy performance certificate, home condition reports, property description, virtual tour, walk through video To deliver our service to you when you engage us to market a property for you Photographs of your property, an inspection report and inventory, to accurately record the condition of your property at the start or end of a tenancy So we can deliver our management and letting service to you Moving in and out dates and corresponding utility meter readings So we can deliver our management and letting service to you Your moving in and out dates, and details of the deposit paid where you are a tenant when registering or releasing any deposit from a deposit protection scheme To fulfil our contract of service Your name, gender, previous name(s), date of birth, telephone numbers, current address, previous addresses, details of your health, any dependents, your nationality, bank account details, savings, investments, existing financial commitments, your credit history, your mortgage requirements and existing protection requirements To enquire or apply for a mortgage or insurance protection products on your behalf Your communication and marketing preferences To ensure we only send you details of properties and services you are interested in via your preferred communication method (as required by law)

We may request additional information from you which is relevant to the provision of specific services. If we do this, we will always tell you why the information is needed.

Information we collect when you visit our website

We use cookies and other technologies to collect information when you visit our websites, including when you make use of our online chat.

We may collect personal information in connection with your use of our website, such as:

  • your name, email address, telephone number and property address when you register to arrange a viewing, register for property alerts, request a valuation, lettings appointment, book a mortgage appointment, book a holiday rental or submit an enquiry
  • data sent from your browser may include, the date, time and length of your visit, the site from which you have come (for example Google, Firefox etc.) and your IP address

Details of how we use cookies are provided in our Cookies Policy.

Information obtained from third party online portals

Where you contact us via online portals such as Rightmove, we will use your contact details to enable us to communicate with you and offer the services you have enquired about.

Information obtained from third parties

Where we are required by law, or for legitimate business needs, we will obtain information about you from third parties, but only after we have your consent to do so. For example, the third parties we may need to contact include: credit reference agencies, employers, banks, solicitors, etc. in order to obtain references, verify your identity and confirm your income.

Call recording

We may record incoming telephone calls for training and monitoring purposes only. Any recordings made are kept for one month before being over-written.

How we use your information

We will process the information you provide or we obtain from other sources to provide you with products and services and answer any questions you may have.

The following are examples of how we use the information we collect:

To provide estate agency services, including marketing your property, valuing your property, arrange and carry out accompanied viewings, selling your property and helping you search for a new home

To provide a full lettings service for tenants, prospective tenants and landlords

To provide full property management and maintenance services

To provide holiday rental booking services, such as marketing your property, holiday reservations

To advise on financial products, such as mortgages, insurance and protection products

To provide property auction services

To carry out regulatory checks to prevent fraud, unauthorised transactions, money laundering, tax evasion etc.

To register a tenant's deposit with a deposit protection scheme

To process payments of rent, and maintenance for you if a property is being let

To arrange an energy performance certificate or home report/survey inspections for you

To offer an inventory and check in/check out service for rented properties

To liaise with utility companies and local authorities regarding property services

To carry out tenant referencing and credit reference checks

To monitor and improve our products and services

Credit scoring & Automated Decisions

Some of the services provided by third parties may involve an automated decision or credit scoring to determine whether we are able to provide a service or product. You have a right to challenge an automated decision and ask for the issue to be considered by human intervention.

Lawful basis of processing your personal information

Quay Property Investments UK Ltd processes your personal information under any of the following lawful conditions:

Consent Article 6 (1)(a) GDPR - if we process information under consent we will seek your clear and affirmative consent before processing your data, for example, to receive marketing information of properties for sale or to let.

Performance of a contract Article 6 (1)(b) GDPR - this is where the collection and processing of your data is necessary for the performance of a contract to which you are a party.

Legal obligation Article 6 (1)(c) GDPR- where the collection and processing of your personal data is necessary for compliance with a legal obligation, for example, to comply with the Data Protection Act, verify your identity, for fraud and money laundering prevention.

Processing is necessary for the performance of a task carried out in the public interest Article 6 (1)(e) for example carrying out money laundering checks.

Legitimate interests Article 6 (1)(f) GDPR - some personal information is processed by Quay Property Investments UK LTd as part of its legitimate interests which includes direct marketing, web analytics, sales and lettings.

The lawful basis for processing "special category" personal information

Quay Property Investments UK Ltd processes "special category" information only when it is necessary. The lawful basis we use to process your "special category" information is:

Explicit Consent Article 9 (2)(a) GDPR - is freely given, specific and unambiguous consent before the processing of your data. For example, your health information will be needed to process an application for critical illness insurance.

Data that has been made public Article 9 (2)(e)

Establishing, exercising or defending a legal claim Article 9 (2)(f) GDPR - for advice on underwriting, arranging or administering an insurance contract (Schedule 1 Part 2 of Data Protection Act 2018) or on the suspicion of money laundering in line with the Proceeds of Crime Act 2002 (Section 339ZB)

You may want to inform us of your "special category" data voluntarily to enable us to offer you appropriate products or services. For example, you may have a health condition that means you are unable to climb stairs. We will record your needs/preferences without recording your medical/health conditions in most cases.

Withdrawing consent

You have the right to withdraw your consent at any time. Please contact the office.

Who we share your information with

We may share information with Oh Goodlord Ltd, DPS, Solicitors and Contractors to provide you with an agreed product or service, for example for referencing, insurance or property maintenance or for any other purpose agreed by you.

Third Party service providers

Where we engage third party service providers to provide products (such as mortgages, home/contents insurance or utility services) or business services, (such as credit reference checks) we provide them with the minimum personal information needed to perform the service or provide the product we have requested. We ensure all third party service providers understand they are required to protect your information, and not to use it for any other purpose.

Please see below third party organisations we share your information with and why,:-

Third party Why we share your personal information
Approved contractors To install for sale or to let boards, to appoint managing agents and building maintenance contractors, to arrange EPC visits, to arrange for contractors to provide safety & statutory tests and to take inventories
Surveyors To undertake a structural or Homebuyers survey
Solicitors or conveyancers To provide home conveyancing services
Mortgage lenders/Banks To progress your enquiry or application for a residential or buy to let mortgage application
Insurance Companies To progress your enquiry or application for buildings and contents insurance, critical illness cover or rent guarantee
Rent and Legal insurance providers To set up landlord insurances, and in the event of a claim
Solicitors To pursue a claim for breach of tenancy agreement
Referencing Companies To check your creditworthiness, obtain a tenant references and to help prevent fraud and money laundering
Local Authority For the payment of Council Tax
Law enforcement bodies including the police, HMRC and local Council To comply with court orders or legal obligations
Landlord, tenant or guarantor To comply with our legal obligations where we are providing a lettings service
The parties whose property you have viewed or on whose property you have submitted an offer To communicate your offer or feedback on the viewing
Utility Companies For payment of utility bills
Debt collection companies To assist us in recovering any monies which are owed
Deposit Protection Scheme providers To provide a Tenancy Deposit Protection Scheme
Focal Agent, I-Am Sold & Acaboom To gather property sales information
ARLA Propertymark, a professional body responsible for raising professional standards amongst letting agents If information relating to you is requested by them in order to protect your interests
The Information Commissioner's Office If information relating to you is requested by them to investigate a concern you have raised with them
The Financial Ombudsman Service If information relating to you is requested by them to investigate a complaint
The Property Ombudsman Where they are providing a dispute resolution service in connection with letting services

How long we keep your information for

We are required to keep your information for as long as is reasonably necessary to fulfil our legal and regulatory obligations. We have a Retention and Destruction Schedule to ensure we comply with the relevant legislation when processing your information.

  • For lettings we keep your information for 6 years + 1 after you have stopped using our service.
  • For property sales we keep your information for 6 years + 1 year after the sale has been completed.
  • For property auctions we keep your information for 8 years after the sale has been completed.
  • For planning advice and design, we keep your information for 4 years.
  • For financial records, we keep your information for 8 years if your application is successful.
  • For insurance policies, mortgages and records, we keep your information for 30 years.
  • For general enquiries and marketing, we will keep your information for 2 years.
  • Any copies of ID documents needed to verify your identity will be kept on file for anti-money laundering for 5 years. For tenancy reference checks we will keep your information for 1 year.

Your statutory rights

You have a number of rights concerning the personal information we process about you. You have the right to:

  • ask us for access to a copy of your personal information we hold about you. This is called a data subject access request. We may ask you to provide ID to verify your identity.
  • ask us to correct your personal information if it is inaccurate. We may ask you to provide confirmation to ensure the information we hold is accurate.
  • ask us to delete your personal information. We are unable to delete your information if the law requires us to keep it for a statutory period or there is a lawful reason we must keep the information. We will always investigate any request and advise you, if we are unable to erase your data.
  • withdraw your consent to use your personal information. Where you have provided consent for our processing of your personal data, you may withdraw that consent at any time by simply contacting the branch or team you have been speaking to.
  • ask us to restrict the use of your personal data, including direct marketing.
  • object to our use of your personal data for our legitimate business interests. You have an absolute right to object to our use of your data for direct marketing.
  • object to an automated decision.

Subject Access Request

If you wish to make a request for access to a copy of your personal data, or to exercise any of your other rights, please write to your local branch in the first instance. Further information on the request process and a subject access request form is available from Please be aware if we receive all the necessary information with your request, we are able to locate your data and send it to you more quickly.

We will endeavour to respond to and comply with your request as quickly as possible. We are aware of the statutory deadline for a subject access request, however we will always try to send your information before the legal deadline.

Making a data subject access request

  • We need sufficient information for us to locate your personal data. We do not have a single database and some of your information may be held in paper files.
  • If you are seeking information for a specific period of time or a specific issue, please tell us, as this will help us to fulfil your request and speed up our response to you.
  • We may need to ask you for proof of your identity. It is an offence to request the personal information relating to someone else.
  • There is no fee for this service.
  • The statutory deadline is one month. We may extend this deadline if your request is complex. Your request may be suspended if we need information from you to identify the location or business.
  • You will receive all the information you are legally entitled to. You will not receive information regarding third parties or other individuals. You will not receive legally privileged information.

You can make a subject access request by emailing at

How we protect your information

We store your personal information on our electronic computer systems and in our paper filing systems.

In accordance with the law we have strict security procedures to ensure that personal information is not damaged, destroyed or misused, and to prevent unauthorised access to your information. We have an internal breach reporting system to record all information security incidents and breaches. Serious data breaches are reported to the ICO within 72 hours, in accordance with the GDPR UK and the Data Protection Act 2018.

Data Transfers

The GDPR UK applies to the UK only. GDPR UK is based on the GDPR EU which applies all countries within the EU and European Economic Area (EEA). The EU and the UK have agreed adequacy status for the continued free-flow of personal data within the UK, EU and EEA. We will ensure that there is adequate security and comparable legislation in place before sending your information to other countries outside the EEA. In accordance with the Data Protection Act 2018 and UK GDPR, if we need to transfer data outside the EEA and the country it's transferred to is not on an approved list for having adequate security controls in place, we will limit the amount of personal data we send. We will also impose contractual obligations (standard contractual clauses) in accordance with the EDPB (European Data Protection Board) (as approved by the ICO) from the recipients to ensure the security and confidentiality of your personal data to safeguard your information.

Links to other websites

Our websites and communications with you may provide links to other websites for your convenience and information. These websites operate independently from us and have their own privacy notices or policies, which we strongly suggest you review. Where linked websites are not owned by Quay Property Investments UK Ltd , we are not responsible for their compliance with the GDPR UK, the Data Protection Act 2018 or other privacy legislation.

Who to contact to make a complaint

If you wish to make a complaint about our compliance with UK GDPR or data protection, please write to our statutory Data Protection Officer Sara Huck

We ask you to state in your complaint, the following information to enable an independent investigation:-

  • Your name, contact email address and the address of the property (if regarding a tenancy, a sale, maintenance issue, mortgage or insurance policy)
  • A description of the complaint, time period or relevant dates, and
  • Please attach details if your issue relates to a letter, property description, copy of email etc.

Once we have the information above, an investigation will be carried out by the Data Protection Team. We aim to respond to your complaint as soon as possible, but no later than 10 days from receipt. If you remain dissatisfied following a complaint to our Data Protection Officer, you can submit a complaint about data protection, privacy and data sharing issues directly to the Information Commissioner's Office (ICO) at:

Information Commissioner's Office Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

Website: Email: Telephone: 0303 123 1113

Legal Information about the Quay Property Investments UK Ltd

  • The ICO registration for Quay Property Investments UK Ltd Ltd is ZA696416 .