ResidentFirst Property Management logo

Privacy Policy

Last updated: 16 September 2026

This policy explains how we handle personal information across our website, our social media lead forms, our property management services and stays at our serviced accommodation.

1. Who We Are

ResidentFirst Property Management Ltd ("we", "our", "us") is the data controller for the personal information we process. That means we decide why and how your information is used.

Email: tate@residentfirstproperty.co.uk
Phone: 07343 085380 (Business Hours) / 07402 113361 (Out of Hours)

Business correspondence address: 3rd Floor, 86-90 Paul Street, London, EC2A 4NE

2. Information We Collect

Depending on how you deal with us, we may collect:

  • Your name, email address and telephone number.
  • Property information you give us — postcodes, property details and your preferred management start date — along with whether you are a landlord, host or investor.
  • Company details and accommodation requirements, where you are enquiring on behalf of a business.
  • Booking information, guest communications, and identification documents collected through our guest verification process.
  • Payment and transaction information, which is handled through our booking and payment providers.

We collect information from you directly through our website forms and our Facebook and Instagram lead forms, through direct communications with you (including WhatsApp, SMS, email and telephone), and through booking platforms. We may also receive information from someone arranging accommodation on another person's behalf.

Please note: we do not store full card details ourselves, and we do not routinely download or retain copies of guest identification documents. Identity checks are carried out through our verification providers.

3. How We Use Your Information

We use personal information to:

  • Respond to enquiries and provide property evaluations.
  • Prepare quotations and proposals, and arrange bookings.
  • Provide property management and serviced accommodation services.
  • Carry out guest verification before and during a stay.
  • Administer payments and keep our financial records in order.
  • Resolve service issues, complaints and requests for support.

We may follow up on your enquiry by WhatsApp, SMS, email or telephone. Submitting an enquiry does not subscribe you to ongoing promotional messages — we will only send you marketing if you have separately agreed to receive it.

4. Our Lawful Bases for Processing

Data protection law requires us to have a valid reason ("lawful basis") for using your information. Which one applies depends on what we are doing:

  • Contract. Where processing is necessary to perform a contract with you, or to take steps you have asked us to take before entering a contract — for example, managing your property or providing accommodation you have booked.
  • Legitimate interests. Where it is appropriate for our business to do so — for example, responding to business enquiries, coordinating services, maintaining security and resolving problems. When we rely on this basis we consider the interests involved and take your rights into account, and you have the right to object.
  • Legal obligations. Where we are required to process information to comply with the law — for example, accounting and tax records.
  • Consent. Only for specific activities that genuinely rely on your permission, and which we will explain clearly at the time we ask for it. You can withdraw your consent at any time.

5. Storage, Sharing and Overseas Access

Enquiry records are held in Google Sheets and in our email systems.

We use a number of service providers who process information on our behalf. Relevant providers include our website and email providers, Google, WhatsApp/Meta, Hostaway, ChargeAutomation and Stripe.

We may also share information where necessary with:

  • Property owners, in connection with their property.
  • Operational contractors, such as cleaners and maintenance providers.
  • Professional advisers, such as accountants and legal advisers.

In each case, we share only the information that is needed for that person's role.

Overseas access. Members of our guest experience team are based in Nigeria and can access guest details, guest messages and identification documents as part of supporting guests. Where personal information is accessed or transferred outside the UK, we are responsible for ensuring appropriate safeguards are in place.

For more information about these arrangements, please contact us at tate@residentfirstproperty.co.uk.

6. How Long We Keep Information

We keep personal information only as long as we need it for the purpose we collected it:

  • Unsuccessful enquiries: six months after the last meaningful contact. (This period is proposed and is being confirmed operationally.)
  • Bookings and guest stays: for as long as needed to manage the booking and handle any follow-up, then for the period required by our insurers and accountants.
  • Financial records: for the period required by law for accounting and tax purposes.
  • Complaints and service issues: until the matter is resolved, and for a reasonable period afterwards so we can deal with any follow-up.
  • Guest identification documents: held only as long as needed for verification and any legal requirement that applies to the stay, and then deleted or securely destroyed.

Our specific retention periods for bookings, financial records, complaints and guest identification are being confirmed operationally and will be updated here once finalised.

7. Your Rights

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

  • Access the personal information we hold about you.
  • Ask us to correct information that is inaccurate or incomplete.
  • Ask us to erase your information.
  • Ask us to restrict how we use your information.
  • Object to our processing of your information.
  • Receive your information in a portable format.
  • Withdraw consent, where we are relying on consent as our basis for processing.

These rights are not absolute — whether they apply depends on the circumstances and on the lawful basis we are relying on.

To make a request, contact us at tate@residentfirstproperty.co.uk.

Complaints. If you are unhappy with how we have handled your information, please contact us first so we can try to put it right. You also have the right to complain to the Information Commissioner's Office (ICO) at https://ico.org.uk/make-a-complaint/.

8. Cookies

Our website currently uses only the cookies that are necessary for it to function, together with the security check used on our enquiry forms. We have not installed Meta Pixel or Google Analytics, and we do not currently use advertising or analytics cookies on this site.

If we add analytics or advertising tools in future, we will update this policy and, where required, ask for your consent first. Where consent is required, changing your browser settings is not a substitute for giving or refusing that consent.

9. Changes to This Policy

We may update this policy from time to time. When we do, we will change the "Last updated" date at the top of this page.

10. Contact

For any questions about this policy or about your personal information:

Email: tate@residentfirstproperty.co.uk
Phone: 07343 085380 (Business Hours) / 07402 113361 (Out of Hours)