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Privacy Policy



Handford Lettings is a controller of personal data.  We are registered with the Information Commissioners Office and our registered number is ZA464022.  We have a Data Protection Officer who works with us to make sure we process personal information only in the way the Data Protection Legislation says that we should.


What is personal information?

Personal information can be anything that identifies and relates to a living person. This can include information that when put together with other information can then identify a person. For example, this could be your name and contact details.

Some information is ‘special’ and needs more protection due to its sensitivity. It’s often information you would not want widely known and is very personal to you. This is likely to include anything that can reveal your:

  • sexuality and sexual health
  • religious or philosophical beliefs
  • ethnicity
  • physical or mental health
  • trade union membership
  • political opinion
  • genetic/biometric data
  • criminal history


The legal basis for processing your personal information:

Generally, we collect and use personal information where:

  • you have entered into a contract with us
  • you, or your legal representative, have given consent
  • it is necessary for our legitimate business reasons

We will only collect and process the information that we need.


How long we keep your data for:

We will only keep your information for as long as it is required by us in order to comply with legal and regulatory requirements or for other operational reasons. The retention period is either dictated by law or for our business need and is documented in our retention schedule. Once your information is no longer needed it will be securely and confidentially destroyed.


Why we share data and who we share it with:

We use a number of commercial companies and partners to either store personal information or to manage it on our behalf. Where we have these arrangements there is always a contract, memorandum of understanding or information sharing protocol in place to ensure that the organisations comply with data protection law.

Organisations that we may share your information with include; credit reference agencies, debt collection agencies, service providers and contractors and partner agencies/bodies.

We may also share your personal information when we feel there is a good reason that is more important than protecting your confidentiality. This does not happen often, but we may share your information:

  • for the detection and prevention of crime/fraudulent activity; or
  • if there are serious risks to the public, our staff or to other professionals; or
  • to protect a child; or
  • to protect vulnerable adults who are thought to be at risk.

When using personal data for research purposes, the data will be anonymised to avoid the identification of an individual, unless consent has been given for the use of the personal data in this way.

We do not sell personal information to any other organisations for the purposes of direct marketing.


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How we protect your information:

We’ll take all possible steps to protect the information we hold about you (on paper and electronically) in a secure way, and we’ll only make them available to those who have a right to see them. Examples of our security include:

  • Secure emails: Use of secure email networks to ensure that sensitive information is safely shared.
  • Controlling access to systems and networks: Allows us to prevent people not permitted to view your personal information from gaining access to it.
  • Staff training: Allows us to make all our staff aware of how to handle information and how to report incidents or issues regarding the use of information.
  • Regular testing of our IT systems: and ways of working, including keeping up to date on the latest security updates and training all our staff on protecting and using information securely.


Your rights:

Data Protection law gives you a number of legal rights. These are:

  • The right of access:  You can ask Handford Lettings for a copy of the personal information it holds or processes relating to you. We should provide the information within 1 month.  If there is a great deal of information or it is difficult to identify and retrieve, then we can ask for a time extension.
  • The right to rectification: Everyone is entitled to have their own personal data rectified/changed if it is inaccurate or incomplete.  If an organisation has shared the personal data in question with anyone else, then it must also take all reasonable steps to inform them of the change.  You will be asked to provide evidence of your identity and the correction so that the organisation can ensure your privacy rights are protected.
  • The right to erasure: The right to erasure can sometimes be referred to as ‘the right to be forgotten’.  However, this is not an absolute right.  You can only request the deletion or removal of personal data where there is no compelling reason for an organisation to keep it.  Where the organisation has a statutory obligation or a legally justifiable reason to keep the information they must let you know.
  • The right to restrict processing: In some circumstances, you have a right to restrict what processing an organisation carries out or ask that they stop processing your personal data.  When processing is restricted, the organisation may continue to store your data but not to process it further.  However, this right cannot overrule any legal obligation placed on the organisation to continue processing your personal information.
  • The right to data portability: Following a request for disclosure of your data, you have the right to ask for your information in a digital format so that you can reuse it for other purposes.  For example, data portability could be used to upload your information to a third party price comparison website to compare and identify the best value for something like utilities or mobile phone use.  It is unlikely that data portability will apply to the services you receive from Handford Lettings.
  • The right to object: Everyone has the right to object to the processing of their data in limited circumstances. However, you can only object based on “grounds relating to your particular situation”.  For example, you may need to maintain a higher level of security due to the type of job you have.  In these situations, an organisation must stop processing your personal data unless it can demonstrate compelling grounds for the processing, which override your interests, rights and freedoms or where processing is for the establishment, exercise or defence of legal claims.
  • Rights related to automated decision making and profiling: You have a right to request that decisions based solely on automated processing, including profiling, which may produce a legal effect or affect you significantly, have some form of human input so they are not automatically generated by a computer. This right is in place to ensure that potentially damaging decisions are not taken without some form of human intervention. This right also applies to ‘profiling’.

However, this Right will not apply if the decision:

    • is necessary for entering into, or performance of, a contract between you and the data controller (Handford Lettings)
    • is authorised by law, or
    • is based on your explicit consent

Organisations are required to ensure that appropriate safeguards are in place to protect your rights, freedoms and legitimate interests and you can ask to have any computer-made decisions explained to you.


How to request your personal information:

Requests should be made in writing – this includes email – and must include sufficient information to clearly identify you, so that we don’t provide your information to someone attempting to impersonate you (for example, your full name, address and date of birth). If you would find it easier to make a Subject Access Request verbally this is possible, however, we will also need copies of documents that prove your identity, in this way we can ensure your privacy rights continue to be protected.

If you wish to authorise someone to act on your behalf – this could be another individual or an organisation, such as your legal representative or Citizens Advice – it is important that you make your wishes clear and provide a form of authority to them so that we know they are acting under your instruction.

To make a request for access to your personal information, to report inaccuracies or raise a complaint, please email us at or write to us at:

Data Protection Officer, IPSERV Ltd, Grafton House, Russell Road, Ipswich, IP1 2DE.


How to make a complaint:

We will always try to help you with queries and respond appropriately to all requests regarding the processing of your information.

If you have a concern about the way we are collecting or using your personal data or are not satisfied with the way we handle your requests please raise your concern with us in the first instance to allow us to investigate.

If you are still not satisfied with the company’s internal review procedure, you can refer your concerns to the Information Commissioner’s Office on their website or write to:

Information Commissioner’s Office
Wycliffe House
Water Lane


Changes to our Privacy Policy:

We keep our privacy policy under regular review. This privacy policy was last updated on 7th July 2020


15-19 Russell Road, Ipswich Suffolk IP1 2DE

01473 478600

Company Number