GDPR

We take your privacy seriously and are committed to protecting your personal information.

Under the UK General Data Protection Regulation (UK GDPR), you have the right to understand what personal information we hold about you, how we use it and who we share it with.

If you would like to see the personal data we hold about you, you can make a Subject Access Request (SAR).

What is a Subject Access Request?

A Subject Access Request (SAR) allows you to request copies of the personal information we hold about you.

This may include information contained in:

  • Emails
  • Tenancy records
  • Repairs records
  • Call logs
  • Case notes
  • Written correspondence
  • Other systems we use to manage our services

You can also ask how your information is used, shared and stored.

How do I make a request?

You can make a Subject Access Request:

  • Through our online SAR form
  • By email
  • In writing

You do not need to use specific wording or complete a special form for your request to be valid.

To help us process your request quickly, please provide:

  • Your full name
  • Your address or tenancy details
  • The information you are requesting
  • Whether you would like to receive the information digitally or in printed format

Submit a Subject Access Request

Verifying your identity

Before releasing personal information, we may need to verify your identity.

This helps protect your privacy and ensures information is only shared with the correct person.

We may ask for documents such as:

  • A passport or driving licence
  • A utility bill
  • A tenancy agreement or tenancy document
What happens after I submit a request?

Once your identity has been confirmed, we will:

  • Review your request
  • Identify the information we hold
  • Gather relevant records from our systems
  • Consider whether any legal exemptions apply
  • Contact you if we need further clarification

Information may be collected from sources including:

  • Emails
  • Tenancy records
  • Repairs records
  • Case management systems
  • Call logs
  • Correspondence with staff or contractors

If your request covers a very large amount of information, we may contact you to discuss narrowing the scope of the request.

How long does it take?

We will normally respond within one month of receiving a valid request and any information needed to verify your identity.

If your request is particularly complex or involves a large volume of information, we may extend the deadline by up to a further two months. If this happens, we will let you know and explain why.

What will I receive?

Your response may include:

  • Copies of your personal information
  • Details of how and why we process your data
  • Information about who we share it with
  • Information about how long we keep it
  • Details of your data protection rights

If anything is unclear or you believe information is missing, please contact us and we will be happy to review it.

Concerns and complaints

If you are unhappy with how we have handled your request, please contact us first so we can review your concerns.

You also have the right to raise a complaint with the Information Commissioner's Office (ICO).

Related information

  • Privacy Notice
  • Data Protection Policy
  • Subject Access Request Form
  • Information Commissioner's Office (ICO)
GDPR and Subject Access Requests (SARs)  

Protecting your personal information is extremely important to us. Under the UK General Data Protection Regulation (UK GDPR), you have the right to understand how we use your data, why we use it, and who it may be shared with. We are committed to handling your information lawfully, securely, and transparently  at all times .

If you want to know what personal information we hold about you, you can make a  Subject Access Request (SAR) . This allows you to request copies of your data, ask how it is being used, and check that we are processing it correctly. You can  submit  a SAR through our online form or by contacting us directly, and we will respond within the legal  timeframes .  

This page explains your rights, how we use your information, and how to request access to your data so you can be confident your privacy is protected.  

Under the UK GDPR, you have the right to request the personal data we hold about you.

This includes information in emails, databases, forms, recordings, and written notes.  

You can request:

  • All personal data we hold about you 
  • Specific information (e.g., repairs records, tenancy notes, call logs)
  • Details about how your data is used, shared, or stored

You can make a SAR:  

  • Through our  online SAR form
  • By emailing or writing to us
  • In any format — a SAR does  not  need special wording  

Include:  

  • Your full name
  • Your address or tenancy details
  • What information you are requesting
  • Preferred format to receive the data (digital or printed)  

We may need to verify your identity before releasing personal data.

You may be asked to provide ID such as:  

  • A passport or driving licence
  • A utility bill or tenancy document  

This protects your privacy and ensures information is only shared with the correct person.

Once your identity is confirmed:  

  • We assess your request
  • We  identify  what data we hold
  • We check whether any exemptions apply (e.g., third  p arty privacy, legal restrictions)  

If your request is unclear, we may contact you for more details.

We collect all relevant data from our systems, including:  

  • Emails
  • Case management notes
  • Tenancy or account records
  • Call logs or messages
  • Correspondence with staff or contractors  

If your request covers a large amount of data, we may ask to refine or narrow it.

We will provide your SAR response:  

  • Within one month  of receiving your verified request
  • In a secure digital format (unless you request otherwise)  

If your request is complex or involves large volumes of data, we may extend the  timeframe  by up to two further months — but we will always  notify you  in advance.

Your SAR response will include:  

  • Copies of your personal information
  • Details of why and how we process it
  • Who we share it with
  • How long we keep it
  • Your rights if you believe something is incorrect

If anything is unclear or you feel information is missing, you can contact us and  we’ll  be happy to explain or review.

If you believe your SAR has not been handled correctly, you can:  

  • Contact us to raise concerns
  • Submit a complaint to the  Information Commissioner’s Office (ICO)