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Privacy Policy


1.0 About this Policy

1.1 This policy explains when and why we collect personal information about our clients, how we use it and how we keep it secure and your rights in relation to it.

1.2 We may collect, use and store your personal data, as described in this Data Privacy Policy and as described when we collect data from you.

1.3 We reserve the right to amend this Data Privacy Policy from time to time without prior notice. You are advised to check our website regularly for any amendments (but amendments will not be made retrospectively).

1.4 We will always comply with the General Data Protection Regulation (GDPR) when dealing with your personal data. Further details on the GDPR can be found at the website for the Information Commissioner (

For the purposes of the GDPR, we will be the Data Controller of all personal data we hold about you.

2.0 Who are we?

We are Cartwright Hands Limted. We can be contacted at:
59 Coton Road,
CV1 2NT,
Tel: 02476350700


New Union Street,
CV11 5TS,
Tel: 02476256616

3.0 How we collect your information

3.1 Cartwright Hands collects information from you via a variety of sources, including when you apply for one of our properties or services, complete one of our forms, when you call, write, e-mail or meet with us or respond to a survey. We may collect information when you use our social media sites and our websites.

3.2 Some of our landline phone calls are recorded for training and monitoring purposes and our recordings are usually held for a period of six months.

3.3 We may also take photographs at our events and at our properties for use for general marketing and publicity. However, photographs of individuals will only be used for these purposes with your consent.

3.4 We may receive information about you from third parties including:

  • Your council office relating to your housing.
  • Prior landlords and credit agencies when you apply for housing.
  • Police, welfare or support organisations dealing with you.
  • Councillors, MPs or other representatives acting on your behalf/instruction.
  • Financial institutions when you apply for our services.


4.0 What information we collect and why

4.1 The information we require from you, includes:

  • Full name (and proof of your identity / photo ID).
  • Date of birth.
  • National Insurance number (your unique identifier).
  • Contact details (phone, e-mail or correspondence address).
  • Details of anyone authorised to act on your behalf if applicable.
  • Basic details (name and DOB) of all household residents.
  • Banking details if you pay your rent by Direct Debit.
  • Card details if you pay by card (however card details are not stored).
  • Proof of housing eligibility, any interest or equity in other property.

4.2 If you do not provide the information we need then we may not be able to provide all our services to you, and ultimately you may not be able to hold a tenancy or lease with us, or sell or purchase a property through us.

4.3 When you visit our website, app or register to use our services via social media, we may collect the following information automatically:

  • Technical information, including the IP address used to connect your computer to the Internet, your login information, the browser youre using, time zone setting, browser plug in types and versions, the operating system and platform you are using;
  • Information about your website or app visit that will help us to improve our service. This can include date and time, which products you looked at or searched for, how long you spent on certain pages and how you moved around the page, how you clicked to, through and from our website and any phone number used to contact us.

In our communications with you by email or other electronic means, we automatically collect data relating to:

  • How you interact with our communications, such as which emails you opened or clicked a link within, and how long the email was opened for
  • Where you are when you interact with our messages
  • What type of device, model and operating system youre using.

This helps us build a better picture of whether our marketing is effective.

We also collect information about your visits to our websites using cookies.

More information about how we use cookies and how you can control this, if you wish to, can be requested from us.

When you complete a survey, we may collect additional personal information for customer profiling and monitoring purposes, including (but not limited to): age, gender, employment status, postcode and email address.

Whilst we mainly use the personal information that you provide to us, we may sometimes use other public sources of information about our customers and enquirers where you have given your permission for your data to be shared. We do this to help us understand more about our customers, to ensure that our public messages are relevant and to make sure that the marketing information we send you, with your consent, is also relevant.


4.5 Information collection specific to Letting Departments If your application to let a property from Cartwright Hands is successful, we will securely pass identity and financial information about prospective tenants to one of our referencing agencies, (Rent4Sure or Good2rent).

Our referencing agencies will access your credit records held with a credit referencing agency as part of the referencing process. We or our referencing agency will also use identity information, banking, employment, and past residence information to obtain references from previous landlords, banks, or employers as to the suitability of a prospective tenant for a property and their ability to afford the rent. This may include telling those organisations or individuals the rent that the proposed tenancy has been agreed at.

Our referencing agency may process parts of your credit records and other data they obtain to process your data automatically to produce a score which will contribute to determining whether or not you will be offered a tenancy. This is to protect the legitimate interests of our clients in having tenants who will not misuse their property and will pay the rent on time. If you refuse to give us this information or seek to try to prevent us making use of it then we will not be able to offer you a tenancy.

We will pass identity information of new tenants to utility providers and local authority tax collection agencies to allow utility and tax accounts to be placed in the correct names to protect the legitimate interests of our clients.

We will pass property details to third party contractors to take photographs for marketing purposes and place details of properties on our own and other websites and in the press to market them for sale or letting.

We will pass personal contact information of tenants and property details to our approved contractors to allow our clients to fulfil their contractual obligation to organise tenancies and maintain tenanted property and to meet their legitimate interest in protecting their property. We will take steps to require maintenance contractors to comply with their data protection obligations.

5.0 How we protect your personal data

5.1 We will not transfer your personal data outside the EU without your consent.

5.2 We have implemented generally accepted standards of technology and operational security in order to protect personal data from loss, misuse, or unauthorised alteration or destruction.

5.3 Please note however that where you are transmitting information to us over the internet this can never be guaranteed to be 100% secure.

5.4 For any payments which we take from you online we will use a recognised online secure payment system.

5.5 We will notify you promptly in the event of any breach of your personal data which might expose you to serious risk.


6.0 Who else has access to the information you provide us?

6.1 We will never sell your personal data. We will not share your personal data with any third parties without your prior consent (which you are free to withhold) except where required to do so by law or as set out in paragraph 4/5 above.

6.2 We may pass your personal data to third parties who are service providers, agents and subcontractors to us for the purposes of completing tasks and providing services to you on our behalf (e.g. to print newsletters and send you mailings). We may from time to time pass identity and financial information to legal advisors and debt collectors to protect our and our clients legitimate interests by assisting in the collection of debts owed to ourselves or our clients or to take legal advice about claims that may be advanced against us or our clients.

However, we disclose only the personal data that is necessary for the third party to deliver the service and we have a contract in place that requires them to keep your information secure.

7.0 How long do we keep your information?

7.1 We will hold your personal data on our systems for as long as you are a customer of Cartwright Hands and for as long afterwards as is necessary to comply with our legal obligations. We will review your personal data every year to establish whether we are still entitled to process it. If we decide that we are not entitled to do so, we will stop processing your personal data except that we will retain your personal data in an archived form in order to be able to comply with future legal obligations e.g. compliance with tax requirements and exemptions, and the establishment exercise or defence of legal claims.

7.2 We securely destroy all financial information once we have used it and no longer need it.

8.0 Your rights

8.1 Under the General Data Protection Regulation (GDPR) and The Data Protection Act 2018 (DPA) you have a number of rights with regard to your personal data. You have the right to request from us access to and rectification or erasure of your personal data, the right to restrict processing, object to processing as well as in certain circumstances the right to data portability.

8.2 If you have provided consent for the processing of your data you have the right (in certain circumstances) to withdraw that consent at any time which will not affect the lawfulness of the processing before your consent was withdrawn.


8.3 You have the right to lodge a complaint to the Information Commissioners Office if you believe that we have not complied with the requirements of the GDPR or DPA 18 with regard to your personal data.
Tel- 0303 123 1113.

Information Commissioners Office,
Wycliffe House,
Water Lane,
SK9 5AF.

For more details, please address any questions, comments and requests regarding our data processing practices to our Data Protection Manager at-

Cartwright Hands Limited, 59 Coton Road, Nuneaton, CV11 5TS.