1. Who we are

Rena’s Property Group Ltd (“we”, “us”, “our”) is an independent residential sales and lettings agency based in Crewe, Cheshire, providing services across Crewe, Sandbach and surrounding areas.

We are registered with the Information Commissioner’s Office (ICO) as a data controller, and we take the privacy and security of your personal information seriously.

2. What information we collect

The personal information we collect depends on how you interact with us. This may include:

• Contact details — name, email address, phone number, postal address
• Property information — details about properties you’re selling, letting, buying or renting
• Identity verification — proof of identity and address, in line with Anti-Money Laundering (AML) regulations
• Financial information — source of funds documentation, bank details for rent collection or deposit handling (landlords and tenants only)
• Referencing information — credit checks, employment verification, and previous landlord references (for prospective tenants)
• Communications — records of correspondence between you and us, including emails, phone calls and messages submitted through our website contact form
• Website usage data — information collected automatically when you visit our website, such as IP address and browsing behaviour (see our Cookies section below)

3. How we use your information

We use your personal information to:

• Provide our sales and lettings services to you
• Market properties on your behalf, where you are a seller or landlord
• Match you with suitable properties, where you are a buyer or tenant
• Carry out tenant referencing, credit checks, and right to rent checks
• Verify your identity and comply with Anti-Money Laundering regulations
• Collect rent and manage tenancy deposits, where applicable
• Respond to enquiries submitted through our website or by phone/email
• Comply with our legal and regulatory obligations
• Improve our services and website

4. Our legal basis for processing

Under UK GDPR, we rely on the following legal bases to process your personal information:

• Contract — where processing is necessary to perform a contract with you, such as a tenancy agreement or sales instruction
• Legal obligation — where we are required to process information to comply with the law, including Anti-Money Laundering regulations, Right to Rent checks, and Tenant Fees Act requirements
• Legitimate interests — where processing helps us run our business effectively, such as responding to enquiries or improving our services, provided this does not override your rights and freedoms
• Consent — where you have given clear consent, such as opting in to marketing communications

5. Who we share your information with

We do not sell your personal information. We may share your information with trusted third parties where necessary to deliver our services, including:

• Property portals (Rightmove, Zoopla, OnTheMarket) for marketing purposes
• Referencing and credit check providers, for prospective tenants
• Tenancy deposit protection schemes
• Client Money Protect, our client money protection scheme
• Contractors and tradespeople, where required for property maintenance
• Solicitors and conveyancers involved in a sale or letting transaction
• Regulatory bodies, including the ICO, HMRC, or the National Crime Agency where legally required
• The Property Ombudsman, in the event of a complaint requiring independent redress

We require all third parties to respect the security of your personal information and to treat it in accordance with the law.

6. How long we keep your information

We retain personal information only 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.

General enquiry and correspondence records are typically retained for up to six years, in line with standard limitation periods for contractual and legal claims.

7. Your rights

Under UK GDPR, you have the following rights regarding your personal information:

• The right to be informed — about how we collect and use your information (this policy)
• The right of access — to request a copy of the personal information we hold about you
• The right to rectification — to ask us to correct inaccurate or incomplete information
• The right to erasure — to ask us to delete your information, in certain circumstances
• The right to restrict processing — to ask us to limit how we use your information
• The right to data portability — to request your information in a portable format
• The right to object — to certain types of processing, including direct marketing
• Rights related to automated decision making — including profiling

To exercise any of these rights, please contact us using the details in the “How to contact us” section below. We will respond to your request within one month.

8. Cookies

Our website may use cookies and similar tracking technologies to improve your browsing experience, understand how visitors use our site, and support certain website features such as embedded maps and forms.

You can control or disable cookies through your browser settings. Please note that disabling cookies may affect the functionality of some parts of our website.

9. How we keep your information secure

We take appropriate technical and organisational measures to protect your personal information against unauthorised access, alteration, disclosure, or destruction. This includes secure storage systems, restricted access to personal data, and regular review of our data handling procedures.

While we take all reasonable steps to protect your information, no method of transmission over the internet or electronic storage is completely secure, and we cannot guarantee absolute security.

10. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices or for legal, operational, or regulatory reasons. Any updates will be posted on this page with a revised “last updated” date.

11. How to contact us

If you have any questions about this Privacy Policy or how we handle your personal information, or if you wish to exercise any of your rights, please contact our Data Protection Officer:

12. How to complain

If you are unhappy with how we have handled your personal information, please contact us first so we can try to resolve your concern.

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO), the UK’s independent regulator for data protection: