Privacy Policy

Who this policy applies to

This policy applies to website visitors, business contacts, prospective clients, clients and people whose information may appear in client repair records accessed during an agreed Repair Workflow Setup.

Property Follow-Up provides a founder-led service for UK lettings agencies and residential property management teams. The service implements a working repair workflow inside tools the client already uses so that open repairs have a clear owner, status, next action, chase date and update status.

Information used for website enquiries and business administration

When you contact Property Follow-Up or request a Repair Workflow Review, the information collected may include:

• Your name, role and business contact details.
• Your agency or company name and website address.
• Your message, form answers and communication history.
• High-level information about your managed portfolio, team, current tools and repair workflow.
• Any anonymised repair example you choose to provide for a Repair Workflow Review.
• Technical information such as an IP address, browser information and cookie choices where the website tools collect it.

Information that may be accessed during paid delivery

A Repair Workflow Setup may require limited access to a client’s existing repair, task or property-management system. Depending on the agreed scope, records may contain:

• Tenant and landlord names and business or contact details.
• Contractor names, contact details, instructions, attendance information and completion records.
• Property addresses, repair descriptions, status information, dates, costs, notes and communication history.
• Photographs, quotations, invoices, approvals and evidence connected with a repair.
• Access requirements or other relevant circumstances recorded by the client.

Property Follow-Up does not need unrestricted access to an entire property database. Access should be limited to the smallest amount of information and functionality needed to complete the approved Setup Plan.

If a record contains health, vulnerability or other sensitive information, the client must decide whether it is necessary to provide access and identify the appropriate lawful basis and safeguards. Property Follow-Up will not intentionally request sensitive information that is unnecessary for the project.

How information is collected

Information may be collected or received when you:

• Visit the website or make cookie choices.
• Submit a contact form or Repair Workflow Review request.
• Email, call or reply to Property Follow-Up.
• Ask about or purchase a Repair Workflow Setup.
• Provide project instructions, documents or approved system access.

Business contact information may also be obtained from public company websites, public professional profiles, directories and other lawful business sources for relevant business-to-business outreach.

How information is used

Personal information may be used to:

• Respond to enquiries and provide a requested Repair Workflow Review.
• Assess whether a Repair Workflow Setup is suitable.
• Prepare proposals, Setup Plans, contracts and project communications.
• Design, configure, test and hand over the agreed repair workflow.
• Provide the included adjustment period and respond to support questions.
• Manage invoices, records, security, complaints and legal obligations.
• Improve the website, service and enquiry process using appropriately limited information.
• Send relevant business communications where permitted by law.

Property Follow-Up does not sell or rent personal information. It does not use client repair records for unrelated marketing, profiling or product development.

Lawful bases

Depending on the activity, Property Follow-Up may rely on:

• Legitimate interests for responding to relevant business enquiries, managing business relationships, improving the service and undertaking proportionate business-to-business outreach.
• Contract or steps before a contract when preparing and delivering an agreed service for an individual or sole trader.
• Legal obligation where records must be kept or information must be disclosed to comply with the law.
• Consent where consent is required, including for non-essential cookies or particular marketing activity.

When Property Follow-Up processes client repair data as a processor, the client determines the lawful basis. Property Follow-Up acts only on the client’s documented instructions and under a written Data Processing Agreement.

System access and project security

For paid implementation, Property Follow-Up will ask the client to provide a separate temporary account wherever the system allows. Access should use the minimum permissions needed and multi-factor authentication where available.

• Clients should not share a staff member’s permanent password.
• System access is used only for the agreed Setup Plan.
• Credentials are not placed in general project notes or ordinary documents.
• The client should revoke temporary access promptly after testing, handover and the adjustment period.
• Any suspected unauthorised access or personal-data incident will be handled under the project Data Processing Agreement.

Exports, working copies and minimisation

The preferred approach is to work inside the client’s approved system without exporting personal information. If an export or working copy is genuinely needed, Property Follow-Up will:

• Obtain the client’s documented approval first.
• Use only the minimum fields and records needed.
• Anonymise or pseudonymise information where practical.
• Store the copy only in an agreed, access-controlled location.
• Not place identifiable client repair data into generative AI tools unless the client has expressly authorised that processing and the required contractual safeguards are in place.
• Delete or return the copy at the end of the agreed retention period.

Service providers

Property Follow-Up currently uses the following providers for its website and business operations:

• Hostinger for website hosting, security and related hosting services.
• HubSpot for website forms, enquiry capture and customer relationship management.
• Microsoft 365 for business email, documents and approved file storage.
• Asana for internal project and task management, using minimised information.

A client’s own property-management, maintenance or task system may also be used during delivery. Where Property Follow-Up needs to use a provider as a sub-processor for client personal data, that provider will be identified in the Data Processing Agreement and used only with the client’s required authorisation.

This list will be updated before a new provider is used in a way that materially changes how personal information is processed.

Sharing and disclosures

Personal information may be shared with the service providers listed above where necessary to run the website or deliver the service. It may also be disclosed where required by law, to establish or defend legal rights, or to protect people, systems or property.

Property Follow-Up will not appoint another person to work with identifiable client repair data without the confidentiality, contractual and client-approval arrangements required by the Data Processing Agreement.

International transfers

Some technology providers may process or make information accessible from countries outside the United Kingdom. Where a restricted transfer takes place, Property Follow-Up will use the safeguards required by UK data-protection law, such as an applicable UK adequacy regulation, the UK International Data Transfer Agreement or the UK Addendum to approved standard contractual clauses, together with any required transfer assessment.

Further information about a relevant safeguard can be requested by emailing abdi@propertyfollowup.co.uk.

How long information is kept

• General enquiry and prospect records are normally kept for up to 24 months after the last substantive contact.
• Contract, invoice and core business records may be kept for up to six years where needed for tax, accounting or legal purposes.
• Identifiable client repair data should remain in the client’s system. Any approved temporary working copy will normally be deleted or returned within 30 days after the adjustment period ends, unless the client instructs earlier deletion or the law requires longer retention.
• A minimal suppression record may be kept where needed to make sure a person who opted out is not contacted again for direct marketing.

Provider backups may retain deleted information for a limited period under the provider’s backup cycle, with access restricted until it is overwritten.

Data Processing Agreement

Before Property Follow-Up accesses identifiable tenant, landlord or contractor information for a paid project, the client and Property Follow-Up should sign a Data Processing Agreement. It will define the subject matter, duration, purpose, data categories, authorised systems, security measures, sub-processors, incident handling, assistance with individual rights and deletion or return arrangements.

The project Setup Plan and Data Processing Agreement together control what Property Follow-Up is allowed to access and do. If a requested activity falls outside those documents, the scope must be updated and approved before it takes place.

Business outreach and your right to object

Property Follow-Up may contact relevant employees or representatives of lettings and property-management businesses using publicly available business contact details. Outreach is limited to services considered relevant to the person’s professional role.

You can object to direct marketing at any time. Reply to the message or email abdi@propertyfollowup.co.uk. Once an objection is received, the information will no longer be used for direct marketing, although a minimal suppression record may be retained to respect the request.

Your data-protection rights

Depending on the circumstances, you may have rights to request access, correction, deletion, restriction or portability of your personal information, and to object to certain uses. Where processing relies on consent, you may withdraw that consent without affecting earlier lawful processing.

When Property Follow-Up holds information only as a processor for a client, a request may need to be referred to that client as the controller.

To make a request, email abdi@propertyfollowup.co.uk. Identity may need to be confirmed before information is disclosed.

You can also complain to the Information Commissioner’s Office through ico.org.uk/make-a-complaint/.

Security incidents

Property Follow-Up takes reasonable technical and organisational steps to protect personal information. If a suspected personal-data breach affects information processed for a client, Property Follow-Up will notify the client without undue delay and provide available information needed for the client to assess and respond to the incident.

Cookies and analytics

The website uses cookies and similar technologies as described in the Cookie Policy. Non-essential cookies will be used only where the required consent has been obtained.

Changes to this policy

This policy may be updated when the service, website tools, delivery systems or legal requirements change. The latest version and update date will be published on this page.

Contact

For privacy questions, data requests or concerns, contact Property Follow-Up.