Riverside Residential Property Services Privacy Policy in accordance with GDPR

OUR PRIVACY COMMITMENT TO YOU

 

We know there’s lots of information here, but we really want you to be aware of your rights and how Riverside Residential Property Services Limited will use your information.

 

This Privacy Policy explains how we will use personal information that you provide to us or we collect from you. It also explains the ways in which we will protect your personal information and sets out your rights in respect of our processing of your personal information.

 

We hope you find this Privacy Policy helpful, but if you have any further questions please get in touch with us at info@riversideresidentialproperties.co.uk

 

Note that you are required to be at least 18 years old to use our website and services, and we do not intentionally collect personal information from anyone under 18. No-one under 18 should attempt to submit any personal information to us

 

1.  WHO WE ARE AND WHAT WE DO

 

“Riverside Residential Property Services” is an Estate Agent offering residential sales and lettings registered in England and Wales with registration number 8643566 and whose registered office is at 21a Lowthian Terrace, Washington, Tyne and Wear, NE38 7BA.

 

2.  HOW WE USE YOUR PERSONAL INFORMATION

 

What information will you collect from me?

 

When you use our website or other services, we may collect and use your information in several different ways. The main reasons are:

 

· Because you have consented – in certain situations, we collect and process your personal information with your consent;

 

· To perform our contract with you;

 

· To comply with our legal obligations; and

 

· For our legitimate business interests, namely to analyse the use of our websites and services to continually improve your customer experience and our business.

 

Please note that if you choose not to share your personal information with us, or refuse certain contact permissions, we may not be able to provide you with some services that you have asked for.

 

How and when we collect your personal information

 

Generally, we collect your information when you decide to interact with us. This could include online, over the phone, in person when you sign up to receive emails from us. We also look at how customers use our website, so that we can offer the best possible experience.

 

We collect information in a number of ways, which are listed below:

 

· When you register or use our website;

 

· When you request a service on our website, at our office, or by phone;

 

· When you contact us by any means with queries, complaints etc;

 

· When you engage with us on social media;

 

· When you enter any event, prize draws or competitions run by us;

 

· When completing any surveys that we send to you for research purposes (although you are under no obligation to complete these);

 

· When you fill in any forms. For example, an application form.

 

· When you visit our website. We may use cookies to help make the experience of using our website better and to personalise the service you receive from us – this means we will remember your previous visits and track the pages on our website that you visit.

 

· When you visit our office, we may have CCTV systems operated for the security of both customers and partners. These systems may record your image during your visit.

 

We may also receive information about you from:

 

· Independent organisations, for example other organisations that we have worked with. These independent organisations will only do so when there is a lawful basis to do so. You should check their privacy policies when you provide your information to them, to understand fully how they will process and safeguard your data;

 

· Publicly-available sources (such as Land Registry) when you have given your consent to share information or where the information is made public as a matter of law.

 

The tables set out below go into more detail about what we do with your personal information, and why we do it.

 

Information you submit to us

 

We will collect personal information that you submit to us when you make use of our website or services and/or you contact us.

 

Your name and contact details

 

How we use your name and contact details

 

Why?

 

Register you as a user of our website or other services

 

We’ve got to do this to perform our contract with you

 

To take and fulfil your request or administer other services, any of our prize draws or competitions which you enter, based on your consent given at the time of entering 

 

We’ve got to do this to perform our contract with you – if we don’t collect your personal details

 

To contact you about any cancellations, amendments or additional information in respect of your request, or any other services that we provide to you

 

We’ve got to do this to perform our contract with you

 

We may send you communications required by law or which are necessary to inform you about our changes to the services we provide you. For example, updates to this Privacy Policy and legally required information relating to your service. These service messages will not include any promotional content and do not require prior consent when sent by email or text message. If we do not use your personal data for these purposes, we would be unable to comply with our legal obligations

 

To respond to your queries, refund requests and complaints

 

To deliver you with the best possible customer service - handling the information you sent enables us to respond. We may also keep a record of these to inform any future communication with us and to demonstrate how we communicated with you throughout. We do this on the basis of our contractual obligations to you, our legal obligations and our legitimate interests in providing you with the best service and understanding how we can improve our service based on your experience

 

Sending you information by email, SMS, or post, about our products and services

 

To keep you up to date. We only send this with your permission, and of course, you are free to opt-out of hearing from us via these channels at any point

 

We may send you communications required by law or which are necessary to inform you about our changes to the services we provide you. For example, updates to this Privacy Policy and legally required information relating to your service with us. These service messages will not include any promotional content and do not require prior consent when sent by email or text message. If we do not use your personal data for these purposes, we would be unable to comply with our legal obligations

 

Fraud prevention and detection

 

To prevent and detect fraud against either you or us

 

If we discover any criminal activity or alleged criminal activity through our fraud monitoring and suspicious transaction monitoring, we will process this data for the purposes of preventing or detecting unlawful acts. We aim is to protect the individuals we interact with from criminal activities

 

To deliver relevant marketing and advertising that matches your interests and preferences

 

We have a legitimate interest to do so as this helps make our products or services more relevant to you

 

Information about your date of birth

 

How we use your date of birth information

 

Why?

 

Fraud prevention and detection

 

To prevent and detect fraud against either you or us

 

If we discover any criminal activity or alleged criminal activity through our fraud monitoring and suspicious transaction monitoring, we will process this data for the purposes of preventing or detecting unlawful acts. We aim is to protect the individuals we interact with from criminal activities

 

To deliver the best possible customer service

 

We have a legitimate interest to do so as this helps make our products or services more relevant to you

 

Information about your gender

 

How we use your gender information

 

Why?

 

We may either ask your gender directly, or derive it from your title or first name

 

To tailor your experience, and to provide you with the best possible customer service

 

We have a legitimate interest to do so as this helps make our products or services more relevant to you

 

Your payment / bank account information

 

How we use your payment information

 

Why?

 

To make payments and give refunds

 

We’ve got to do this to perform our contract with you

 

Fraud prevention and detection

 

To prevent and detect fraud against either you or us

 

If we discover any criminal activity or alleged criminal activity through our fraud monitoring and suspicious transaction monitoring, we will process this data for the purposes of preventing or detecting unlawful acts. We aim is to protect the individuals we interact with from criminal activities

 

Your contact history with us

 

What you’ve said to us — for example, over the phone, or on social media.

 

How we use your contact history

 

Why?

 

Provide customer service and support

 

We’ve got to do this to perform our contract with you, and to provide you with the best possible customer service

 

Handling the information you sent enables us to respond. We may also keep a record of these to inform any future communication with us and to demonstrate how we communicated with you throughout. We do this on the basis of our contractual obligations to you, our legal obligations and our legitimate interests in providing you with the best service and understanding how we can improve our service based on your experience

 

Train our staff

 

So that, when you contact us, you get the best possible customer service

 

To monitor your individual experience and our overall own performance

 

So that we can make necessary improvements, and to provide you with the best possible customer service 

 

CCTV

 

When you visit our office, we may have CCTV systems operated for the security of both customers and partners. These systems may record your image during your visit.

 

How we use CCTV

 

Why?

 

To protect our customers, premises, assets and Partners from crime, we operate CCTV systems in our venues which record images for security

 

We do this on the basis of our legitimate business interests

 

Please note that if we discover any criminal activity or alleged criminal activity through our use of CCTV, fraud monitoring and suspicious transaction monitoring, we will process this data for the purposes of preventing or detecting unlawful acts. We aim is to protect the individuals we interact with from criminal activities.

 

What about sensitive personal information?

 

In the course of providing our service to you, we may collect information that could reveal your religious beliefs or information about your health. Information like this is considered “sensitive personal information” under data protection laws. We only collect this information where you have given your explicit consent, it is necessary, or you have deliberately made it public.

 

Examples of when we may collect this information could be in the following circumstances:

 

· If you request special assistance when visiting our office, this could reveal information about your health

 

When you provide us with any sensitive personal information, you explicitly agree that we may collect it and use it in accordance with this Privacy Policy.

 

If you do not allow us to process any of your sensitive personal information, this may mean that we are unable to provide all of part of the services that you have requested from us. Please be aware that in such circumstances, you may not be entitled to cancel or obtain a refund of any price that you have already paid.

 

Technical Information we collect from you

 

We automatically collect certain limited information about your device and your visits to our websites which may be considered personal information. This information may include the type of data set out below.

 

Device data

 

The type of device or platform that you use to access our website, such as a computer or mobile device.

 

How we use your device data

 

Why?

 

To administer our websites and for our own troubleshooting, analysis, testing, research and statistical purposes

 

To allow us to create the best possible experience for you whilst using our website

 

To improve and optimise our websites and the way content is presented

 

To allow us to create the best possible experience for you whilst using our website

 

Protect our website

 

To prevent and detect fraud against either you or us

 

If we discover any criminal activity or alleged criminal activity through our fraud monitoring and suspicious transaction monitoring, we will process this data for the purposes of preventing or detecting unlawful acts. We aim is to protect the individuals we interact with from criminal activities

 

To allow you to use interactive features of our website

 

To allow us to create the best possible experience for you whilst using our website

 

Location data

 

Your use of our websites and services may generate geographical data, e.g. the location or time zone of a device, or an IP address which we may collect.

 

How we use information from accounts you link to us

 

Why?

 

Postcode data is collected and stored

 

To improve our marketing communications to you

 

Protect our website and your online account

 

To prevent and detect fraud against either you or us

 

If we discover any criminal activity or alleged criminal activity through our fraud monitoring and suspicious transaction monitoring, we will process this data for the purposes of preventing or detecting unlawful acts. We aim is to protect the individuals we interact with from criminal activities

 

Protect our website

 

To prevent and detect fraud against either you or us

 

If we discover any criminal activity or alleged criminal activity through our fraud monitoring and suspicious transaction monitoring, we will process this data for the purposes of preventing or detecting unlawful acts. We aim is to protect the individuals we interact with from criminal activities

 

To administer our websites and for our own troubleshooting, analysis, testing, research and statistical purposes

 

To allow us to create the best possible experience for you whilst using our website

 

Log data about your visit

 

Information about your unique visit to our website, such as URLs, your internet service providers, the number and timing of clicks to and from our website, which events you view, page response times, download errors, length of visit to our website pages, page interaction data (e.g. scrolling, clicks and mouse-overs), email engagement rates and activities and methods to browse away from the page.

 

How we use log data about your visit

 

Why?

 

To administer our websites and for our own troubleshooting, analysis, testing, research and statistical purposes

 

To allow us to create the best possible experience for you whilst using our website

 

To improve and optimise our websites and the way content is presented

 

To allow us to create the best possible experience for you whilst using our website

 

To measure the effectiveness of advertising, and deliver relevant advertising which matches user interests and preferences

 

To allow us to create the best possible experience for you whilst using our website

 

Information we receive from other sources

 

Certain third parties may provide us with personal information about you. In each case, it is the third party’s responsibility to ensure that is has obtained your consent to share your personal information with us. Where possible, we will ask a third party to confirm that it has the right to pass this information to us.

 

Third party services

 

You may give us permission to access your personal information in other third-party services, e.g. you may link your account to Facebook or Instagram, which allows us to access content on these platforms.

 

How we use third party services data

 

Why?

 

To improve and optimise our websites and the way content is presented

 

To allow us to create the best possible experience for you whilst using our website

 

To understand more about you

 

To allow us to create the best possible customer experience and offer our customers relevant products

 

Other companies

 

We work closely with other companies such as legal representative, Service providers, Repair companies such as Gas engineers, Electrical companies and many more to deliver services to you and may receive personal information about you from them where you have consented to your personal information being shared with us.

 

How we use other companies

 

Why?

 

To administer our websites and for our own troubleshooting, analysis, testing, research and statistical purposes

 

To allow us to create the best possible experience for you whilst using our website

 

To improve and optimise our websites and the way content is presented

 

To allow us to create the best possible experience for you whilst using our website

 

Collation of personal Information

 

We may collate different categories of information that we collect about you. Where this is the case, and where such collated data amounts to personal information, we will process this data in accordance with this Privacy Policy.

 

3.  SHARING YOUR INFORMATION

 

We will never sell, exchange or otherwise distribute your personal information to third parties without your consent except to the extent required by applicable laws and regulations, or as set out in this Privacy Policy.

 

However, we share your data with the following categories of companies as an essential part of being able to provide our services to you:

 

·  Our business partners, suppliers, agents and sub-contractors where necessary to fulfil data processing activities for the purposes listed in this policy on our behalf, for example third parties who provide services to us (e.g. Repair companies, Local Council Tax offices) or on our behalf (Utility companies); or

 

·  Analytics and search engine providers that assist us in the improvement of our websites and the services we provide.

 

Exceptional circumstances

 

We may also disclose your personal information to third parties if:

 

· We undergo a change of control or any of our business or assets are sold or transferred (in which case we may disclose your personal information to the buyer to enable them to continue providing services to you);

 

· We are under a duty to disclose or share your information to comply with any legal obligation (for example, a court order); or

 

· We need to protect our rights, property, the safety of our website users/customers or to help prevent fraud or crime. This may include exchanging personal information with other companies and organisations for the purposes of fraud protection or with governmental and law enforcement authorities.

 

Anonymised and pseudonymised data

 

We may anonymise personal information so that you can no longer be identified from such information. We may also pseudonymise your personal information. This allows us to recognise where multiple behaviours are linked to a certain individual, without seeing any personally identifiable data. You will be able to contact us directly to tell us what you think, have the decision explained, and the opportunity to challenge the resulting decision.

 

4.  YOUR INFORMATION AND DIRECT MARKETING 

 

Where you have consented, we will use your personal information to contact you via email, SMS, telephone or post (depending on your preferences) with relevant information about Riverside Residential Property Services, our websites, our services, offers and events. Where you have asked to receive information about our company, our corporate partners or sponsors, your personal information will be used by us to send this information to you. 

 

How to stop marketing messages from Riverside Residential Property Services

 

You can stop receiving marketing messages from us at any time. You can do this:

 

·  By contacting our team at info@riversideresidentialproperties.co.uk.

 

Once you do this, we will update your profile to ensure that you don’t receive any further marketing messages. However, please note that it might take a few days for our systems to be updated, so you might continue to receive messages from us whilst we process your request.

 

Stopping marketing messages from us will not end communications such as updates in relation to your order of tickets or useful information about your visit to one of our events.

 

5.  THIRD PARTY LINKS 

 

Our websites and communications with you may provide links to the websites of third parties. Please remember that when you use a link to go from one of our websites to another website, or you request a service from a third party, this Privacy Policy no longer applies.

 

Your browsing and interaction on any other website, or your dealings with any other third-party service provider, are subject to that website’s or third-party service provider’s own rules and policies.

 

We do not monitor, control, or endorse the privacy practices of any third parties.

 

We encourage you to become familiar with the privacy practices of every website that you visit or third-party service provider that you deal with, and to contact them if you have any questions about their respective privacy policies and practices.

 

This privacy policy applies solely to personal information collected by us through our websites and does not apply to these third-party websites and third-party service providers.

 

6.  KEEPING AND STORING YOUR INFORMATION

 

Retaining your personal information. We keep your personal information for as long as we require for the purposes for which it was collected (see above). Once the relevant purpose has been satisfied we will securely delete or anonymise your personal information unless we are required to retain a copy of such information under applicable law.

 

Where we store your personal information. All personal information that you provide is stored on our secure servers or those of our suppliers which may be situated outside of the European Economic Area (“EEA”). Your information may also be processed by staff operating outside the EEA who work for us or for one of our suppliers for the purposes set out in this Privacy Policy. Where we transfer personal information outside of the EEA we will ensure that adequate contractual safeguards are in place (e.g. the European Commission’s standard data protection clauses or “model clauses”), to ensure the security of your personal information is maintained when it is processed by the third party.

 

7.  HOW WE PROTECT YOUR PERSONAL INFORMATION

 

We are committed to keeping your personal information secure. We take appropriate technical and organisational measures to ensure the security of all personal information we hold (and endeavour to only work with third parties who provide equivalent protections) in accordance with industry best practices (for example, if you provide us with your bank account details, the information is encrypted to ensure its security). However, please note that there are inherent security implications of disclosing personal information online for which we cannot be held responsible.

 

Account details. You are responsible for keeping the log in details and password in respect of any account you hold with us confidential at all times.

 

8.  WHAT ARE YOUR RIGHTS OVER YOUR PERSONAL INFORMATION

 

You have rights in relation to the personal information we hold about you, and have the right to:

 

·   A copy of your personal information which we hold about you;

 

· Request that we correct any personal information that is inaccurate or out of date;

 

· Withdraw your consent to processing at any time if we have relied on your consent to process your personal information;

 

· Request in certain circumstances that your personal information is removed from our systems where it is no longer necessary for us to hold your personal information;

 

· Request in certain circumstances that we transmit your personal information that we hold elsewhere (known as “data portability”);

 

· Object to us processing your personal information. In this instance, we will stop processing your personal information if we are relying on it for our own or someone else’s legitimate interests, processing it for direct marketing or processing it for research (unless such processing is necessary for the performance of a task carried out in the public interest);

 

· Restrict the processing of your personal information, if you contest the accuracy of the personal information that we hold about you. This means we must stop any processing activities until we have verified the accuracy of the personal information, or we no longer need your personal information; and

 

· Contact us directly and be given an explanation about any automated decision-making and profiling that produces a legal (or similarly significant) effect on you.

 

9.  CHANGES TO HOW WE PROTECT YOUR PRIVACY

 

To ensure that you continue to be aware of how we use your personal information, we will update this privacy policy from time to time to reflect any changes to our use of your personal information. We may also make changes as required to comply with changes in applicable law or regulatory requirements.

 

If we make significant changes this Privacy Policy, we will make that clear the next time you access our website or notify you by some other means of contact such as email, so that you are able to review the changes before you continue to use our website and/or services. However, we encourage you to review this privacy notice periodically to be informed of how Riverside Residential Property Services uses your personal information.

 

10.  HOW WE USE COOKIES ON OUR WEBSITES 

 

We use cookies on our website. For more information on cookies, please see our cookies information within our website to find out more about the cookies we use and how to manage and delete cookies.

 

11.  ANY QUESTIONS? 

 

We hope this Privacy Policy is helpful in setting out the way we use your personal information, and your rights in respect of our processing of your personal information.

 

If you have any questions about this Privacy Policy, or you want to exercise your rights, please get in touch with us by:

 

· Sending an email to info@riversideresidentialproperties.co.uk or

 

· Writing to us at 21a Lowthian Terrace, Washington, Tyne and Wear, NE38 7BA.

 

·  Have a concern or wish to make a complaint about any aspect of our privacy practices, including the way we’ve handled your personal information, you can report it to the UK Information Commissioner’s Office (“ICO”). You can find details about how to do this on the ICO website at https://ico.org.uk/concerns/ or by calling their helpline on 0303 123 1113.

 

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