Last updated: August 2026

​

Heart & Home Property Professionals is committed to protecting your privacy and handling your personal information responsibly.

​

This Privacy Policy explains what personal information we collect, how and why we use it, who we may share it with and the rights you have in relation to your personal data.

​

For the purposes of UK data protection law, Heart & Home Property Professionals is the data controller responsible for your personal information.

​

If you have any questions about this Privacy Policy or how we use your information, you can contact us at:

​

Email: hello@heartandhomeproperty.co.uk
Website: www.heartandhomeproperty.co.uk

 

What Information We Collect

​

We will only collect personal information that is relevant and necessary for the services we provide.

 

Depending on your relationship with us, this may include:

​

• Your name, postal address, email address and telephone number.

• Details about the type of property you are looking to buy or rent, including your preferred location, budget and other property requirements.

• Information about a property you own where you instruct us to sell or let it.

• Information relating to offers, negotiations, sales, purchases, lettings or tenancies.

• Financial information, including proof of funds, mortgage position, income information or bank details where required.

• Identification documents and other information required for anti-money laundering, identity verification and Right to Rent checks.

• Information regarding beneficial ownership, source of funds or source of wealth where required by law.

• Details relating to your landlord, tenant, vendor, purchaser or applicant status.

• Information you provide during property valuations, viewings, enquiries, offers or tenancy applications.

• Records of correspondence and communications between you and us, including emails, telephone calls, messages and website enquiries.

• Information relating to complaints or queries you make to us.

• Marketing preferences and details of the types of properties or services you may be interested in.

• Technical information collected when you use our website, such as your IP address, browser type, device information and information about how you use our website.

 

We may also receive personal information from third parties where appropriate.

 

How We Collect Your Information

 

We may collect information directly from you when you:

​

• Contact us by telephone, email, social media or through our website.

• Request a property valuation.

• Register as a buyer or tenant.

• Arrange or attend a viewing.

• Make an offer on a property.

• Instruct us to sell or let a property.

• Apply to rent a property.

• Enter into a tenancy or other agreement through us.

• Subscribe to property alerts or other marketing communications.

• Complete an identity, anti-money laundering or referencing check.

 

We may also receive your information from other sources, including:

​

• Property portals such as Rightmove, Zoopla, OnTheMarket or similar services.

• Vendors, landlords, purchasers or tenants involved in a transaction.

• Solicitors and conveyancers.

• Mortgage brokers and financial advisers.

• Referencing and identity verification providers.

• Anti-money laundering providers.

• Surveyors, contractors and other property professionals.

• Publicly available records, including HM Land Registry and Companies House, where appropriate.

• Other third parties where you have asked or authorised them to provide information to us.

 

How We Use Your Personal Information

 

We may use your personal information to:

​

• Provide estate agency and letting agency services to you.

• Market and advertise properties for sale or rent.

• Arrange and manage property viewings.

• Register and manage buyers and prospective tenants.

• Communicate with you about properties that may match your requirements.

• Carry out property valuations and market appraisals.

• Negotiate offers and progress property sales.

• Process tenancy applications and arrange tenancies.

• Manage properties and tenancies where we have been instructed to do so.

• Collect and process rent and other payments where applicable.

• Arrange tenancy deposits where applicable.

• Carry out tenant referencing and affordability checks.

• Carry out identification, anti-money laundering and source of funds checks.

• Carry out Right to Rent checks where required.

• Prevent and detect fraud, money laundering and other unlawful activity.

• Communicate with solicitors, conveyancers, mortgage brokers, surveyors and other parties involved in a transaction.

• Respond to enquiries, complaints and requests.

• Maintain records relating to our business and the services we provide.

• Meet our legal, regulatory and professional obligations.

• Improve our website, services and customer experience.

• Send you relevant property alerts, market information or marketing communications where permitted.

 

Our Lawful Bases for Using Your Information

 

Under UK data protection law, we must have a lawful reason for processing your personal information.

 

Depending on the circumstances, we may rely on one or more of the following:

 

Contract

 

We may process your information where it is necessary to enter into or perform a contract with you.

 

For example, this may apply where you instruct us to sell or let a property, enter into a tenancy through us or ask us to take steps before entering into an agreement.

 

Legal Obligation

​

We are required to process certain information in order to comply with our legal obligations.

 

This may include anti-money laundering requirements, identity verification, financial record keeping and Right to Rent checks.

​

Legitimate Interests

​

We may process personal information where it is necessary for our legitimate business interests and those interests are not overridden by your rights and interests.

 

This may include:

​

• Responding to enquiries.

• Managing relationships with clients, buyers, tenants and applicants.

• Progressing property transactions.

• Improving our services.

• Maintaining appropriate business records.

• Protecting our business against fraud or legal claims.

• Providing information about properties or services that we reasonably believe may be relevant to you, where permitted by law.

 

Where we rely on legitimate interests, we consider the nature of the information, your reasonable expectations and the potential impact that our use of the information may have on you.

​

Consent

​

In some circumstances we may rely on your consent, particularly for certain types of electronic marketing.

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

 

Withdrawing consent will not affect the lawfulness of any processing carried out before consent was withdrawn.

 

Anti-Money Laundering and Identity Checks

 

As an estate and letting agency business, we may be required by law to verify the identity of certain customers and other parties to a transaction.

 

We may therefore request information such as:

​

• Photographic identification.

• Proof of address.

• Date of birth.

• Details of beneficial owners.

• Source of funds or source of wealth information.

• Information relating to companies, trusts or other legal entities.

 

We may use specialist third-party providers to carry out electronic identity verification, anti-money laundering and fraud prevention checks.

 

Information collected for anti-money laundering purposes may be retained for the period required by law.

 

Right to Rent Checks

 

Where we are acting in connection with a residential tenancy in England, we may be required to obtain and process information to establish whether prospective tenants and occupiers have the legal right to rent a property.

This may include identification documents, immigration status information or information obtained using the Home Office Right to Rent service.

 

We will only use this information for purposes connected with our legal obligations and the administration of the tenancy.

 

Who We May Share Your Information With

 

We will not sell your personal information.

 

Where necessary for us to provide our services or comply with our obligations, we may share your information with:

​

• Vendors and landlords.

• Purchasers and tenants.

• Solicitors and licensed conveyancers.

• Mortgage brokers and financial advisers.

• Surveyors and valuers.

• Tenant referencing providers.

• Identity verification and anti-money laundering providers.

• Tenancy deposit protection schemes.

• Inventory providers and property inspectors.

• Contractors and tradespeople where work is required at a property.

• Utility providers or companies assisting with tenancy administration where appropriate.

• Property portals and advertising platforms.

• Our website, CRM, email, telephone, accounting and other technology providers.

• Professional advisers, including accountants, insurers and legal advisers.

• HM Revenue & Customs, law enforcement agencies, regulators, courts and other authorities where we are legally required to provide information.

• Other organisations where disclosure is reasonably necessary to prevent fraud, protect our legal rights or comply with the law.

 

We will only share information that is reasonably necessary for the relevant purpose.​

​

Property Transactions

 

When you are involved in a property sale, purchase or letting, certain personal information may need to be shared between the parties and professionals involved in the transaction.

 

For example, where you make an offer on a property we may need to provide information regarding your offer and purchasing position to the vendor.

 

We may also communicate with solicitors, mortgage brokers, surveyors and other estate agents involved in a property chain in order to progress a transaction.

 

We will only disclose personal information where it is appropriate and necessary to do so.

​

Marketing Communications

 

We may contact you about properties, services or property-related information that we believe may be relevant to you where we are permitted to do so.

 

Depending on the method of communication and our relationship with you, we may rely on your consent or another lawful basis permitted by data protection and electronic marketing law.

 

You can ask us to stop sending marketing communications at any time.

 

You can do this by:

​

• Using the unsubscribe option contained within our marketing emails where available; or

• Contacting us at hello@heartandhomeproperty.co.uk.

 

Stopping marketing communications will not prevent us from contacting you where necessary in connection with a property transaction, tenancy, contractual relationship or other service you have requested from us.

​

Our Website and Cookies

 

When you visit our website, certain technical information may be collected automatically, including information about your device, browser, IP address and how you interact with our website.

 

Our website may use cookies and similar technologies to:

​

• Make the website function correctly.

• Remember preferences.

• Understand how visitors use our website.

• Improve the performance and effectiveness of the website.

• Support marketing or analytics functionality where permitted.

 

Where consent is required for the use of non-essential cookies, you will be given the opportunity to accept or reject them.

 

You can also manage cookies through your browser settings.

​

How Long We Keep Your Information

 

We will not keep your personal information for longer than is necessary.

 

The length of time we retain information will depend on:

​

• The purpose for which the information was collected.

• Whether we have an ongoing relationship with you.

• Our legal and regulatory obligations.

• Whether information may be required in connection with a complaint, dispute or legal claim.

 

Certain records relating to anti-money laundering checks must generally be retained for five years after the relevant business relationship ends or the transaction is completed.

 

Other transaction and accounting records may be retained for longer where necessary to comply with legal, tax, regulatory or insurance requirements.

 

Where information is no longer required, we will securely delete or anonymise it where appropriate.

​

Keeping Your Information Secure

 

We take appropriate technical and organisational measures to protect your personal information from unauthorised access, misuse, alteration, disclosure or loss.

 

Access to personal information is limited to those who reasonably need it for the purposes described in this Privacy Policy.

 

Where we use third-party service providers to process personal information on our behalf, we expect them to maintain appropriate security measures and handle information in accordance with applicable data protection law.

​

International Transfers

 

Some of the technology and service providers we use may process or store personal information outside the United Kingdom.

 

Where personal information is transferred internationally, we will take appropriate steps to ensure that it continues to receive an appropriate level of protection in accordance with UK data protection law.

 

This may include relying on UK adequacy regulations or approved contractual safeguards where required.

​

Your Data Protection Rights

​

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

 

Access your information

You can ask us for a copy of the personal information we hold about you.

Correct your information

You can ask us to correct information that you believe is inaccurate or complete information that is incomplete.

Request deletion of your information

In certain circumstances, you can ask us to delete personal information we hold about you. This right is not absolute and we may need to retain information where we have a legal or legitimate reason to do so.

Restrict how we use your information

In certain circumstances, you can ask us to restrict the processing of your personal information.

Object to the use of your information

You may have the right to object where we process your information on the basis of legitimate interests.

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

 

Data portability
In certain circumstances, you may have the right to receive personal information you have provided to us in a structured, commonly used and machine-readable format or ask us to transfer it to another organisation.

 

Withdraw consent
Where we rely on your consent to process personal information, you can withdraw that consent at any time.

You will not normally be required to pay a fee to exercise your data protection rights.

 

To exercise any of these rights, please contact:

hello@heartandhomeproperty.co.uk

We may need to ask you for information to confirm your identity before responding to your request.

 

Automated Decision-Making

 

We do not carry out solely automated decision-making that produces legal or similarly significant effects on individuals.

 

Some third-party services we use, such as referencing, identity verification or fraud prevention providers, may use automated systems as part of their services. Where relevant, further information may be available directly from those providers.

 

Complaints

 

If you have concerns about the way we have used your personal information, we would encourage you to contact us first so that we can investigate and try to resolve the issue.

 

Please contact:

hello@heartandhomeproperty.co.uk

You also have the right to complain to the UK data protection regulator, the Information Commissioner’s Office (ICO).

 

Further information about your rights and how to make a complaint is available at www.ico.org.uk.

 

The ICO can also be contacted by telephone on 0303 123 1113.

 

Changes to This Privacy Policy

 

We may update this Privacy Policy from time to time to reflect changes to our services, the way we use personal information or changes in the law.

 

The latest version will always be published on our website and the date at the top of this page will show when it was last updated.