Data Policy

GDPR (General Data Protection Regulation) determines how we treat and use any information collected and provides you with clear opportunities to understand how it is used, and to opt in or out of uses of data and the methods by which you are contacted.

 

Information is collected from Landlords and Tenants for the purpose of agreeing and carrying out a contract. In this case the contract is a Tenancy Agreement, or an Agreement to market properties on your behalf as a Landlord. Information is also collected from Clients including Vendors and Purchasers for the purpose of verification and money laundering requirements, and in relation to information supplied relating to a sale or purchase.

 

Please find below the Policy in place which ensures adherence to current and new regulations, and is designed to protect any personal information we may collect and store.

As a small independent agency, we do not share your information with any other commercial providers, and only share any information as part of our process for assessing eligibility for a Tenancy, such as in the form of referencing, which will include providing your details to a licensed reference agency for the purposes of Tenant Referencing. You will be notified if this changes.

 

In addition, we may supply the Local Authorities (councils) with Tenancy details for the purposes of Council Tax; and may provide utility companies with Tenancy details for the purposes of setting up or amending utility consumption accounts. In some cases - and with your express permission - your details may be provided to a contractor or service provider who may be undertaking maintenance, or e.g. an insurance provider if you have requested such additional assistance.

 

If you are a Tenant, your previous rental address may be used by us to make contact with the owner of that property to establish a reference or to offer them our letting services. If you make an enquiry via Zoopla.com, Onthemarket.com or Boomin.com they will collect and pass on your details to us in the form of an enquiry email and their data protection policies will apply.

If you are a purchaser, we may pass your details to solicitors for conveyancing quotations, with your permission to do so.

Measures to protect the security of your information are built into our internal office systems. We use a number of third party administrative support systems which all have their own in-built security and all have their own GDPR policies which you can access if you require them. These include Dropbox cloud storage for documents, and 10ninety cloud management system for Tenancy Management operations. Our digital signing services are operated by Adobesign. All portray adequate data protection and security credentials. Office filing cabinets are kept locked

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By law, Property Agents are required to join a government authorised consumer redress scheme and have Client Money Protection. This gives customers an escalated complaints procedure if they are unhappy with how their complaint has been dealt with by the Agent; and ensures client monies are segregated, protected, and insured. Estates and Avenues are members of the Property Redress Scheme www.theprs.co.uk with Membership No. PRS017285.

Estates and Avenues Limited is also a member of an approved client money protection scheme via Client Money Protect. For details visit www.clientmoneyprotect.co.uk ; Our membership no. is CMP010168

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Complaints Policy

If you wish to make a complaint, please contact us on 0191 261 4000. To submit a formal complaint please submit in writing to info@estatesandavenues.com or “Complaints, Estates and Avenues, The Old Casino, Forth Lane, Newcastle Upon Tyne,  NE1 5HX”. Estates and Avenues are members of a consumer redress scheme who will assist with complaint resolutions which cannot be mutually satisfied internally.