Privacy Policy

This is the privacy policy for Queensbridge Homes Limited ("we", "us", or "our"). it will inform you as to how we look after your personal data. You should only use this site and complete our Reservation Form if you are happy for us to use your personal data as set out in this privacy policy.

IMPORTANT INFORMATION AND WHO WE ARE

Protecting your personal data


We’re committed to protecting you and your family’s personal data and information. This privacy policy applies to any personal information or “personal data” that we collect from you. It covers how we collect and process your personal data including our collection, use, disclosure, transfer, store and destroy/remove your personal data:

It also includes the use of cookies on our websites and how you can control these in addition to how you can contact us.

It is important that you read this privacy policy together with any other privacy policy or fair processing policy we may provide on specific occasions when we are collecting or processing personal data about you so that you are fully aware of how and why we are using your data. This privacy policy supplements other notices and privacy policies and is not intended to override them.

1. Our commitment to you


We are the controller of your personal data and responsible for your personal data.

We have appointed a Data Protection Manager who is responsible for overseeing questions in relation to this privacy policy. If you have any questions about this privacy policy, including any requests to exercise your legal rights, please contact the Data Protection Manager using the details set out below.

2. The Data We Collect About You


Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).


We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:

• Identity Data includes first name, maiden name, last name, username or similar identifier, marital status, title, date of birth and gender.

• Contact Data includes billing address, delivery address, email address and telephone numbers.

• Financial Data includes bank account and payment card details.

• Transaction Data includes details about payments to and from you and other details of products and services you have purchased from us.

• Technical Data includes internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform, and other technology on the devices you use to access this website.

• Profile Data includes your username and password, purchases or orders made by you, your interests, preferences, feedback and survey responses.

• Usage Data includes information about how you use our website, products and services.

• Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences.



We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data could be derived from your personal data but is not considered personal data in law as this data will not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy policy.

We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health, and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.

3. When do we collect personal information about you?


We may collect personal information when you:

Visit/access one of our websites or platforms.

Contact us by telephone, email, SMS, letter or any other form of messaging.

Visit any of our offices or developments.

Complete any of our website forms for a service request.

Access information about our developments and/or new homes via a third-party provider, such as a property portal e.g. Rightmove or others.

Whenever you enter into any transaction with us, whether it’s in person or any other way.

If you request information from us with a view to entering into a transaction with us.

This may include for example your:

Name

Email address

Postal address

Telephone or mobile number

As well as information about:

Your use of our website.

The purpose of your visit to our website or the reason you made contact with us.

This policy also covers our use of any of your personal information, whether provided to us in person, over the phone, via email, SMS or any social messaging, via website forms, property portals or in other correspondence.

Requests for additional information

Sometimes we will require you to provide further personal information. This may be if you are purchasing or thinking about purchasing a home from us, or if you ask us to contact you with properties/developments that may be of interest to you. Whenever we do this, we will tell you why we are collecting this information and how we will use it.

Call monitoring

We also record calls for training, monitoring and quality purposes to and from our Customer Services Helpline.

IP addresses

If you contact us online, we may monitor the type of device used by you. This may include specific identification, such as your IP address2(coming soon to site).

We also record calls for training, monitoring and quality purposes to and from our Customer Services Helpline.

4. How will we use this information?


We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:

a) Where we need to perform the contract we are about to enter into or have entered into with you.

b) Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests. Legitimate interest means the interest of our business in conducting and managing our business to enable us to give you the best service and the best and most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). You can obtain further information about how we assess our legitimate interests against any potential impact on you in respect of specific activities by contacting us.

c) Where it is necessary for us to comply with legal and regulatory requirements.

Generally we do not rely on consent as a legal basis for processing your personal data other than in relation to sending direct marketing communications to you via telephone, post, email or other electronic means. You have the right to withdraw consent to marketing at any time by contacting us.

Purposes for which we will use your personal data

We have set out below, a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so.

Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data. Please contact us if you need details about the specific legal ground, we are relying on to process your personal data where more than one ground has been set out in the table below.

When registering you as a new customer we will use both your (a) Identity and (b) Contact information for the purpose of the performance of obliging a contract with yourself.

As we deliver services to you, including managing payments, fees and charges, and both collect, and the recovery of money owed to us. We will need to use data which includes (a) Identity, (b) Contact, (c) Financial, (d) Transaction, and (e) Marketing and Communications this will be for (a) The performance of a contract with you and (b) Necessary for our legitimate interests (to recover debts due to us).

When managing our relationship with yourself, it we will be (a) Notifying you about changes to our services, terms or privacy policy and (b) asking you to leave a review or to take a survey. This will require us to use (a) Identity, (b) Contact, (c) Profile, and (d) Marketing and Communications. This will be for the (a) Performance of a contract with you, (b) Necessary to comply with a legal obligation, and (c) Necessary for our legitimate interests (to keep our records updated and to study how customers use our property services).

To enable you to complete a survey or provide us with feedback we will be required to use the following data (a) Identity, (b) Contact, (c) Profile, (d) Usage, and (e) Marketing and Communications. This will be (a) Necessary for our legitimate interests (to study how customers use our property services, to develop them and grow our business). To administer and protect our business and this website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data) we will be required us to use the following data (a) Identity, (b) Contact, (c) Technical. This will be (a) Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise), and (b) Necessary to comply with a legal obligation.

To deliver relevant website content and advertisements to you and measure or understand the effectiveness of the advertising we serve to you, we will be required to use the following data, (a) Identity, (b) Contact, (c) Profile, (d) Usage, (e) Marketing and Communications and (f) Technical. This will be necessary for our legitimate interests (to study how customers use our services, to develop them, to grow our business and to inform our marketing strategy).

To use data analytics to improve our website, services, marketing, customer relationships and experiences. For this we will be required to use the following data, (a) Technical and (b) Usage. This will be necessary for our legitimate interests (to define types of customers for our services, to keep our website updated and relevant, to develop our business and to inform our marketing strategy).

To make suggestions and recommendations to you about property services that may be of interest to you, for this we will have to use the following data, (a) Identity, (b) Contact, (c) Technical, (d) Usage and (e) Profile. This will be necessary for our legitimate interests (to develop our services and grow our business).

Promotional offers from us

We may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which services and offers may be relevant for you (we call this marketing).

You will receive marketing communications from us if you have requested information from us or purchased services from us or if you provided us with your details when you registered for a promotion and, in each case, you have not opted out of receiving that marketing.

Third-party marketing

We will not share your personal data with any company outside Queensbridge Homes for marketing purposes.

Opting out

You can ask us or third parties who send marketing messages on our behalf, to stop sending you marketing messages by contacting us at any time.

Where you opt out of receiving these marketing messages, this will not apply to personal data provided to us as a result of a service purchase, service experience or other transactions.

Cookies

You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly. For more information about the cookies we use, please see our Cookie Policy.

Change of purpose

We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please .

5. When will we contact you?


We may contact you:

For legitimate purposes aligned with our contract.

In relation to a previous communication from you. This includes any comment or complaint concerning us, our services, properties or developments, or any previous contact we may have had with you.

If you requested further information or signed up to a product, property or development, whether directly through us or via a third-party provider, such as a property portal.

If you have expressed an interest in a specific product, property or development.

To provide you with additional information concerning a specific property/development, type of property/ development or similar properties/developments to those in which you have expressed an interest.

For marketing purposes if you have chosen to receive a service from us by completing one of our website forms and not opted out, in accordance with this policy, see section 4.

6. Contacting you for marketing purposes


We may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what we think you may want or need, or what may be of interest to you. We will only contact you for marketing purposes, via email, SMS or phone, if you have agreed to this or where you have requested a service from us and then not opted out. You can easily unsubscribe from any of those sources at any time.

We will deem a service request to be any of the following:

Online appointment booking – using our appointment tool on the website to select a date and time to visit one of our developments.

Arrange a viewing – to request a viewing. In this instance we will call you to arrange a suitable time for an appointment for you to visit one of our built developments.

Call-back request – when you request us to call you back to find out more about one of our developments.

Keep me informed – this is where you ask us to keep you updated on a development that has not launched yet (coming soon site).

Information emails/phone calls.

We offer regular information by emails and telephone communications concerning our properties and developments.

Tailoring our service to you.

We may personalise our communications with you based on the information you provide to us and the information we obtain when you use our platforms.

Enquiry or reservation on one of our other properties or developments.

Third parties

We do not allow the information we hold about you to be used for advertising purposes or contact from third parties. However, if you show an interest in a specific property/development or type of property/development via a third-party website, such as a property portal, this is outside of our remit – we have no control over who else can contact you.

Opting out

You can ask us or third parties to stop sending you marketing messages at any time by contacting us at any time.

Where you opt out of receiving these marketing messages, this will not apply to personal data provided to us as a result of a service purchase, service experience or other transactions.

7. Keeping your information private


Your information will be kept private and confidential, except where we are obliged/permitted to share it with third parties by law (e.g. Government bodies, law enforcement agencies and similar).

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

We will retain your information within our company, except:

At your request: If you have requested that we share the information with you or have given your permission.

To fulfil our contractual/similar obligations to you: For example, in connection with any property you are in the course of purchasing or have purchased from us, or which you had previously sought to purchase from us. This could include:

To our solicitors, your solicitors or other advisers for the purposes of progressing a sale or dealing with any issue you may have.

To a third party for the purposes of carrying out a survey in relation to your experience with us.

With a consultant or a subcontractor appointed to carry out/required to carry out work to a property which you have purchased.

To any of your advisers in connection with any contract or transaction entered into with us for the purposes of performance of our obligations.

To our outsourced service providers such as IT providers.

For statistical or similar analysis in relation to purchase or use of our properties, products or any service we provide. To pass details to agents who are acting on our behalf that are selling our developments/properties.

Keeping you in the know

When you enter into a contract with us, we will set out, as comprehensively as possible, the purposes for which we may use your personal information in order to fulfil our contract with you and address any issues relating to our performance.

Whilst not sharing your personal information, we may use suitable and accredited third-party organisations specifically for the purpose of destroying or deleting any personal data.

8. Is there an age limit to who we can contact?


If you are under the age of 18, you should obtain your parents’ or guardians’ permission before you contact us. It is unlikely that we will be in a position to provide you with any information which may assist you, or be relevant to you, until you reach the age of 18 – this is simply because of the nature of the legal obligations you will enter into when purchasing a property.

9. How long do we store your information?


We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

10. Your rights


To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements. if you would like more information on our retention periods then please do get in contact info@queensbridgehomes.co.uk

Deletion of personal data “Right to be forgotten”

It is your right to request the deletion of your personal data from our records. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of deletion for specific legal reasons which will be notified to you, if applicable, at the time of your request. for example if it is necessary for us to perform our legal obligations or contractual obligations to you or another third party.

Object to processing

Where we are relying on a legitimate interest as the legal basis for processing your personal data and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms.

You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.

Keeping your details accurate

You have the right to ask us to rectify any personal data we hold about you which is inaccurate or incomplete. We may need to verify the accuracy of the new data you provide to us.

Restriction of processing

You have the right to ask us to suspend the processing of your personal data in the following scenarios: (a) if you want us to establish the data's accuracy; (b) where our use of the data is unlawful but you do not want us to erase it; (c) where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or (d) you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.

Transfer of data

Where you have provided us with automated information which you initially consented for us to use to perform a contract with you can ask us to transfer your personal data to a third party. We will transfer this personal data in a structured, commonly used, machine-readable format.

Withdraw consent

Where we are relying on consent as the legal basis to process your personal data you have the right to withdraw that consent at any time. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain services to you. We will advise you if this is the case at the time you withdraw your consent.

If you wish to exercise any of the rights set out above, please contact us.

Sending a request

If you wish to exercise any of the rights set out above please contact the Data Protection Manager at Queensbridge homes at the details set out below.

Third party platforms

If you wish to be deleted from or want to ensure your details are accurate with any third-party owned platform, such as a property portal, you will need to contact them directly. These third party websites have their own privacy policies, and are also likely to use cookies, and we therefore advise you to review them.

11. Finding out what personal information we hold.


In addition to the rights set out above, you have the right to request a copy of any personal information we hold about you and to have any inaccuracies corrected, this is commonly known as a "subject access request".

We may require you to prove your identity (with two documents of approved identification) before searching our records. At the present time, the information will be provided to you within one month of whichever of the following comes last:

The date of submission of your request.

Establishment of your identity.

Identification that we accept

The following are examples of the type of identification that we can accept in order to process your information request:

Passport.

Driving licence.

Birth or marriage certificate.

Utility bill (from the past 3 months).

Current vehicle registration document.

Bank statement (from the past 3 months).

Rent book or similar tenancy agreement (that covers the past 3 months).

Please note, if we have previously established your identity and it matches the information you provide, this may be sufficient for the purposes of actioning your request. If you have not previously provided us with identification, then we may require you to provide copy documentation of the examples listed above in order to process your request.

No fee usually required

You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.

Time limit to respond

We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

Any questions?

So that we avoid any delays to your application, please address any questions concerning our privacy and cookies policy to the Data Protection Manager at the registered office of Queensbridge Homes set out below.

12. Accessing our platforms from outside the UK.


Depending upon your location, different privacy rules may apply as a matter of law. These are presently harmonised within the EU, but you should note that any personal information that we use or process is done so in accordance with the law applicable in England, Wales or Scotland, as appropriate.

13. Web browser cookies.


What is a cookie?

A cookie contains a small amount of data and (typically) a unique identifier. When you access any of our websites or platforms (or those of third-party providers) a cookie will be sent to your device. The cookie records information about your online preferences and therefore allows us to tailor our websites and any contact with you to your specific interests.

Why do we use cookies?

The information we obtain by monitoring all visits to our websites enables us to improve, through anonymous analysis, our services to our customers and visitors.

Many websites use cookies in order to see whether a device has visited the website before. Any repeat visit is verified by finding the cookie left previously. By using cookies in this way, we can provide a better and more personal user experience. It also enables us to recognise whether you have already signed up to receive information from us – thus avoiding duplication.

Your web browser may also provide us with information concerning your device, such as an IP address or details about the browser you are using. For example, if you are looking at a specific location or property, we may use your location to ensure that any web pages or communications are tailored to you (this feature is coming soon to the site).

Please note, you are able to change your cookies settings to control access to any device you are using.

Information about other websites

We cannot control any information concerning websites other than those operated by us. You must refer to those websites for their terms and conditions and privacy policies.

14. Changes to our privacy and cookies policy.


We may make changes and update our privacy and cookies policy from time to time and in accordance with updated legislation. Any such changes will be shown here as part of our privacy and cookies policy and will apply from the date that they are published. We are unable to directly inform you of these changes, other than in response to a specific request made to our Data Protection Manager as referred to above.

15. Contacting us concerning our privacy and cookies policy.


If you have any questions about this privacy policy, or our privacy practices you should contact Data Protection Manager in the following ways:

Please post your query to our registered office:

Queensbridge Homes, 69 High Street, Beckenham, London, BR3 1AW

Please email your query to info@queensbridgehomes.co.uk

You have a right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues, who may be contacted at https://ico.org.uk/make-a-complaint/ or telephone: 0303 123 1113. We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance.

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