Legal
Privacy policy
Last updated: 28 October 2026
Who we are
Fairgroves Estate Agents Ltd is the data controller for the personal information described in this policy. We are registered in England and Wales, company number 11846984, at Unit B2, Beacon House, Cumberland Business Centre, Northumberland Road, Portsmouth, PO5 1DS. We are registered with the Information Commissioner's Office under registration number ZC171521.
You can contact us about anything in this policy at hello@fairgroves.co.uk or on 03300 16 00 15.
What this policy covers
This policy covers personal information we collect through fairgroves.co.uk, through our maintenance reporting portal at fairgroves.co.uk/report, and in the course of letting and managing property.
The information we collect
When you enquire about a property or book a viewing, we collect your name, email address, telephone number and what you tell us about what you are looking for.
When you apply for a tenancy, we collect the information needed to reference you and prepare a tenancy: your name, contact details, date of birth, current and previous addresses, employment and income details, bank details, identity and immigration documents for Right to Rent checks, guarantor details where one is required, and details of anyone who will live with you.
When you report a repair through our portal, we collect your name, email address, mobile number, the address and room concerned, your description of the problem, any photographs you upload, and whether access arrangements or anything about your household affect how urgently we need to respond.
When you order a replacement key, we collect your name, contact details, the delivery or collection arrangement, and payment is taken by Stripe. We never see or store your full card details.
If you are a landlord or a contractor, we collect your contact details, bank details for payments, and the documents we need to work with you, such as insurance and qualifications.
Cookies. fairgroves.co.uk sets no cookies and uses no analytics or tracking. Our maintenance portal sets two cookies from Stripe, __stripe_mid and __stripe_sid, when you reach the card payment step for a replacement key. They are strictly necessary to take the payment you have asked to make and to prevent fraud: __stripe_mid lasts a year and __stripe_sid 30 minutes. The portal also keeps a report you are part-way through in your browser's session storage, so nothing is lost if the page reloads; it is cleared when you close the tab.
Why we use it, and our lawful basis
| What we do | Lawful basis |
|---|---|
| Answer enquiries and arrange viewings | Our legitimate interests in responding to you |
| Reference applicants and prepare tenancies | Taking steps at your request before entering a contract |
| Manage a tenancy: rent, repairs, inspections, renewals, ending a tenancy | Performance of the tenancy contract, and our legitimate interests in managing property for our landlord clients |
| Arrange repairs and share what a contractor needs to attend | Performance of the contract, and our legitimate interests in maintaining the property |
| Right to Rent checks, gas and electrical safety, HMO licensing, deposit protection, anti-money-laundering | Compliance with our legal obligations |
| Take payment for replacement keys and other chargeable items | Performance of a contract with you |
| Send marketing about our services | Your consent, which you can withdraw at any time |
Where we rely on legitimate interests, we have considered whether they are outweighed by your rights. You can ask us about that assessment and you can object to processing on that basis.
Who we share it with
We share personal information with:
- the landlord of the property you rent or apply for, so they can make decisions about their property. We do not pass a tenant's contact details to a landlord for a maintenance report;
- contractors attending a repair, who receive your name, telephone number, email address and what they need to know to carry out the work and arrange access;
- referencing and Right to Rent providers;
- the tenancy deposit scheme that protects your deposit;
- utility providers and the local authority, where a tenancy requires it, including for council tax and HMO licensing;
- our professional advisers, and debt recovery or legal services where rent is unpaid or a dispute arises;
- the police, a local authority or another body where we are legally required to.
We do not sell personal information, and we do not share it for anyone else's marketing.
The companies that run our systems
| Supplier | What it does |
|---|---|
| Street Group Ltd (Street.co.uk) | Our property management system: tenancies, maintenance jobs, documents |
| Formspree Inc. | Delivers submissions from our website forms and maintenance portal to us |
| Stripe Payments Europe Ltd | Takes card payments for replacement keys and other charges |
| Milk Tree Agency | Builds and hosts our websites and maintenance portal |
| Supabase Pte. Ltd | Stores the reports, photographs and key orders made through our maintenance portal |
| Vercel Inc. | Hosts our website and maintenance portal |
| Microsoft Corporation | Email and document storage |
Some of these suppliers are based outside the UK, or use servers outside it. Where personal information is transferred outside the UK, we rely on the UK's adequacy regulations or on the International Data Transfer Agreement or Addendum approved by the Information Commissioner. You can ask us for details of the safeguards that apply.
How long we keep it
| Information | How long |
|---|---|
| Enquiries that do not become tenancies | 12 months |
| Tenancy records, including referencing, Right to Rent and deposit records | 6 years after the tenancy ends |
| Maintenance reports and the photographs submitted with them | 7 years |
| Payment records | 6 years, for tax and accounting |
| Marketing consents | Until you withdraw consent |
We keep maintenance photographs for seven years because they evidence the condition of a property and the work carried out, which can matter in a deposit dispute, an insurance claim or a disrepair claim long after the work is done.
Your rights
You have the right to ask us for a copy of the personal information we hold about you, to have inaccurate information corrected, to ask us to delete information, to ask us to restrict how we use it, to object to processing we carry out on the basis of legitimate interests, and to receive certain information in a portable form. Where we rely on your consent you can withdraw it at any time.
To exercise any of these rights, email hello@fairgroves.co.uk. We will respond within one month.
If you are unhappy with how we have handled your information, please tell us first so we can put it right. You also have the right to complain to the Information Commissioner's Office at ico.org.uk, by calling 0303 123 1113, or by writing to Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.
Changes to this policy
We may update this policy. The date at the top shows when it last changed.