Privacy Policy

INTRODUCTION
We are Taylor & Martin Property Management Limited and this data protection notice gives detailed information as to when and why we collect personal information from you, how we keep it secure and how we use it.
We refer to ourselves within this notice as ‘we’ or ‘us’.

1. About this Privacy Policy

Taylor & Martin Property Management Limited (“Taylor & Martin”, “we”, “us” or “our”) is committed to protecting your personal information and respecting your privacy.

This Privacy Policy explains what personal information we collect, how and why we use it, who we may share it with, how we keep it secure and your rights in relation to your personal information.

We keep this Privacy Policy under regular review and will update it when our use of personal information changes or when required by law.

2. How we collect your personal information

We may collect personal information about you when you interact with us, including when you:

  • visit or use our websites;
  • contact us by telephone, email, post or other communication methods;
  • become a customer of Taylor & Martin;
  • own, occupy or have an interest in a property or development that we manage;
  • provide information to us in connection with the management of your property or development;
  • use any online services or customer portals that we provide;
  • sign up to receive information from us;
  • provide feedback or leave a review about our services;
  • enter a competition or promotion, where applicable; or
  • otherwise interact with us in person or online.

We may also receive personal information from other sources where this is necessary for us to provide our services or operate our business. This may include information from property owners, developers, residents’ associations, contractors, professional advisers, publicly available sources and other organisations involved in the management of a property or development.

Where we obtain personal information from another source, we will provide the relevant privacy information where required by law.

3. What personal information we collect

The personal information we collect will depend on how you interact with us and the services we provide.

This may include:

  • your name and title;
  • email address;
  • postal address;
  • telephone number;
  • information about the property you own, occupy or have an interest in;
  • correspondence and communications between you and Taylor & Martin;
  • information relating to enquiries, requests, complaints and service interactions;
  • payment and Direct Debit information;
  • information required to administer services relating to your property;
  • your communication and contact preferences;
  • information you provide when completing forms or using our online services;
  • information provided when you give us feedback or a review; and
  • other information that is reasonably necessary for us to provide and manage our services.

Where necessary, we may also collect information relating to specific circumstances affecting a property or development. This may include information relating to incidents, access requirements, insurance matters, repairs or other issues where that information is necessary to provide our services or meet our legal obligations.

We will only collect information that is necessary and relevant for the purposes for which we use it.

Information collected through our websites

When you visit our websites, we may collect certain information about your visit using cookies and similar technologies.

This may include information such as your IP address, browser type, device information, pages visited and information about how you use our websites.

Further information about how we use cookies and similar technologies is available in our Cookie Policy.

4. Why we use your personal information

We use your personal information for a number of purposes connected with providing and managing our services and operating our business.

Providing and managing our services

We use your information to:

  • provide and manage property factoring and property management services;
  • communicate with you about your property and development;
  • administer payments and Direct Debit arrangements;
  • deal with enquiries, requests and complaints;
  • arrange and manage repairs, maintenance, inspections and other services;
  • administer insurance-related matters where applicable;
  • maintain accurate customer and property records; and
  • provide access to online services and customer portals.

Keeping you informed about our services

We may use your contact details to provide you with information relating to our services, your property and property management matters.

This may include:

  • important information relating to your property or development;
  • updates about our services;
  • useful information and guidance relating to property management;
  • information about changes that may affect you or your property;
  • periodic email updates and newsletters containing relevant information about our services and property management; and
  • other communications that are relevant to you as a Taylor & Martin customer.

Service feedback and reviews

We may contact you to ask for feedback about our services and your experience with Taylor & Martin.

This may include inviting you to provide feedback or leave a review through a third-party service provider.

We may use feedback and reviews to:

  • understand customer experience;
  • monitor the quality of our services;
  • identify areas for improvement;
  • improve our services and communications; and
  • help us understand how we are performing.

Where a third-party service provider is used to collect feedback or reviews, we may provide that provider with the personal information necessary to contact you for this purpose.

Improving our services and systems

We may use personal information to:

  • improve our services and customer experience;
  • monitor and evaluate the performance of our services;
  • improve our websites, online services and customer portal;
  • maintain and improve our internal systems;
  • keep our records accurate and up to date; and
  • understand how our customers use our services.

Legal and regulatory requirements

We may use your personal information where this is necessary to:

  • comply with our legal and regulatory obligations;
  • maintain appropriate financial and business records;
  • comply with data protection requirements;
  • detect and prevent fraud or other unlawful activity;
  • protect the rights, property and safety of Taylor & Martin, our customers and others; and
  • respond to requests from courts, law enforcement agencies, regulators or other authorised bodies.

Our legitimate interests

Where appropriate, we may use your personal information where this is necessary for our legitimate interests or those of a third party, provided those interests are not overridden by your rights and interests.

Our legitimate interests may include:

  • operating and managing our business;
  • providing and improving our services;
  • maintaining effective customer relationships;
  • managing our customer relationship systems;
  • improving our websites and online services;
  • maintaining the security of our systems and premises;
  • understanding and improving customer experience;
  • managing complaints and disputes; and
  • protecting our business, customers and other stakeholders from fraud or other unlawful activity.

Where we rely on legitimate interests, we consider the potential impact on your rights and interests before using your information in this way.

5. Our lawful bases for using your personal information

Data protection law requires us to have a lawful basis for collecting and using personal information.

Depending on the circumstances, we may rely on one or more of the following lawful bases:

Contract: where we need to use your personal information to enter into or perform a contract with you.

Legal obligation: where we need to use your personal information to comply with a legal or regulatory obligation.

Legitimate interests: where using your information is necessary for our legitimate interests, or those of a third party, and those interests are not overridden by your rights and interests.

Consent: where you have given us consent to use your personal information for a specific purpose. Where we rely on consent, you can withdraw it at any time.

The lawful basis we rely on will depend on the specific purpose for which we are using your information.

6. How long we keep your personal information

We retain personal information only for as long as it is necessary for the purposes for which it was collected, including to meet legal, accounting, regulatory and reporting requirements.

The length of time we retain information will depend on the type of information and our relationship with you.

When determining how long information should be retained, we consider factors including:

  • the purpose for which we collected it;
  • whether we have an ongoing relationship with you;
  • whether we have a legal or regulatory obligation to retain it;
  • whether we may need the information to establish or defend legal claims; and
  • whether it is necessary for our legitimate business purposes.

When personal information is no longer required, we will securely delete it or anonymise it where appropriate.

7. Who we share your personal information with

We do not sell your personal information.

We may share personal information where this is necessary to provide our services, operate our business, comply with our legal obligations or protect our legitimate interests.

This may include sharing information with categories of third parties such as:

  • contractors and service providers who provide services relating to properties and developments we manage;
  • professional advisers, including legal, accounting and insurance professionals;
  • payment and Direct Debit service providers;
  • customer relationship management and database service providers;
  • website hosting and technology providers;
  • providers that support our customer communications;
  • service providers that assist us with customer feedback, surveys and service reviews;
  • analytics and technology providers that help us understand and improve our websites and services;
  • IT and security service providers;
  • insurers and insurance-related service providers;
  • property owners, developers, residents’ associations or other parties where this is necessary to manage a property or development;
  • regulatory bodies, government authorities, law enforcement agencies or courts where we are legally required or permitted to do so; and
  • other third parties where you have given us permission to share your information or where we are otherwise legally entitled to do so.

Where we use a third-party service provider to process personal information on our behalf, we require them to protect that information and only use it for the purposes we have agreed with them.

We will only share the information that is necessary for the relevant purpose.

8. Your data protection rights

You have a number of rights in relation to your personal information, although some rights only apply in certain circumstances.

These may include the right to:

  • be informed about how we use your personal information;
  • access the personal information we hold about you;
  • correct inaccurate or incomplete personal information;
  • request deletion of your personal information in certain circumstances;
  • restrict how we use your personal information in certain circumstances;
  • object to certain uses of your personal information, including where we rely on legitimate interests;
  • data portability, where applicable;
  • withdraw your consent where we rely on consent to use your information; and
  • request that a decision made solely through automated processing is reviewed by a person, where applicable.

Your rights are subject to certain exemptions and limitations under data protection law, so we may not always be able to comply with your request.

If you wish to exercise any of your rights, please contact us using the details in the “Contact Us” section below.

We may need to ask you for information to confirm your identity before dealing with your request. This is to ensure that personal information is not disclosed to someone who does not have a right to receive it.

We aim to respond to legitimate requests within one month. In some circumstances, we may be able to extend this period where permitted by law. If this applies, we will explain why.

9. How we keep your personal information secure

We take the security of your personal information seriously.

We use appropriate technical and organisational measures to protect personal information against unauthorised access, loss, destruction, alteration or disclosure.

These measures include appropriate access controls, security procedures and safeguards designed to protect the information we hold.

However, no method of transmitting information over the internet or storing information electronically can be guaranteed to be completely secure. While we take appropriate steps to protect your information, you should be aware that internet communications carry some level of risk.

10. Automated decision-making

We do not currently make decisions about you that have legal or similarly significant effects based solely on automated processing.

If this changes, we will update this Privacy Policy and provide you with the information required by applicable data protection law.

11. Complaints

If you have any concerns about how we use your personal information, we would encourage you to contact us first so that we can try to resolve your concerns.

You also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s independent regulator for data protection.

You can find information about making a complaint on the ICO’s website.

12. Changes to this Privacy Policy

We keep this Privacy Policy under regular review.

We may update this Privacy Policy from time to time to reflect changes to our services, how we use personal information, technology, legal requirements or regulatory guidance.

Where appropriate, we will notify you of significant changes by email, through our website or by another suitable method of communication.

The latest version of this Privacy Policy will always be available on our website.

13. Contact us about your personal information

If you have any questions about this Privacy Policy, would like further information about how we use your personal information, or wish to exercise your data protection rights, please contact us.

Taylor & Martin Property Management Limited
2A Berkeley Street
Glasgow
G3 7DW

Email: info@taylorandmartin.co.uk

Taylor & Martin Property Management Limited is a company registered in Scotland.

Registered company number: SC456447