Privacy Policy

Introduction

Rise Homes Limited (“Rise Homes”, “we”, “us” or “our”) is committed to protecting and respecting your privacy.

This Privacy Policy explains how we collect, use, store, share and otherwise process personal data about individuals who interact with us, including prospective residents, applicants, tenants, occupiers, guarantors, leaseholders, website users, contractor contacts, supplier contacts and other individuals whose personal data we process in connection with the homes and services we manage.

1. Who we are

Rise Homes Limited is a company registered in England and Wales with company number 15785230.

Registered office: 5 New Street Square, London, England, EC4A 3TW

Office address: 1a The Mailbox, Exchange Street, Stockport, Cheshire, England, SK3 0GA

Contact email for privacy queries: hello@risehomes.co.uk

For the purposes of UK data protection law, Rise Homes may act as a data controller, joint controller or processor depending on the relevant service and processing activity.

2. Our role in relation to your personal data

Rise Homes provides lettings, resident and property management services in relation to homes owned by landlords and asset-owning entities, including entities within the same wider group structure.

Depending on the service and the processing activity, Rise Homes may act as:

• a data controller, where we decide why and how your personal data is used
• a joint controller, where we jointly decide with another party, such as a landlord or asset-owning entity, why and how your personal data is used
• a processor, where we process personal data solely on the documented instructions of a landlord or another client

In many cases, where we process personal data in connection with enquiries, applications, lettings, resident communications, rent collection, repairs, compliance, access management, utilities, billing and day-to-day property operations, we will act as a controller or joint controller because we determine, or jointly determine, the purposes and means of that processing.

Where we act as a joint controller with another party, we will allocate responsibilities between us as required by law and make the essence of the arrangement available where required.

3. The personal data we collect

The personal data we collect will depend on your relationship with us and the services we provide. It may include:

Identity and contact information

• name
• title
• date of birth
• correspondence address
• email address
• telephone number
• emergency contact details

Application, tenancy and occupancy information

• details provided in an enquiry or application form
• previous address history
• employment and income details
• affordability information
• right to rent information
• references and background check information
• guarantor details
• tenancy details
• rent and payment information
• arrears and account history
• information about household members and permitted occupiers

Resident and property management information

• records of communications with you
• maintenance requests and repair records
• complaints, incidents and dispute records
• check-in, check-out and inspection information
• key, fob, access control or entry records where applicable
• CCTV, parcel management, resident platform or app, and amenity system information where relevant
• building, amenity or service usage information where relevant
• utility, metering, council tax and billing information where relevant

Website and technology information

• IP address
• browser type and device information
• cookie and similar technology data
• information about how you use our website or online services

Marketing and preferences information

• your preferences for receiving marketing
• records of your communication preferences
• your interests where you choose to tell us about them

Recruitment and business contact information

• Where relevant, we may also process personal data relating to job applicants, employees of suppliers and contractors, professional advisers and other business contacts.

4. How we collect personal data

We may collect personal data:

• directly from you when you contact us, visit our website, register interest, complete forms, apply for a home, enter into a tenancy, use resident services or communicate with us
• from landlords, asset-owning entities and other group entities
• from letting agents, referral partners or introducers
• from guarantors, referees and previous landlords
• from credit reference, referencing, fraud prevention or identity verification providers
• from utility, metering, billing, council tax, deposit protection, access control, parcel management, resident platform, repairs reporting, inventory or amenity service providers where relevant to the building or service
• from publicly available sources where appropriate
• automatically through cookies and similar technologies when you use our website

5. How we use personal data

We may use personal data for the following purposes:

• to respond to enquiries and provide information about homes and services
• to assess applications and progress lettings
• to verify identity and carry out legal and compliance checks, including right to rent checks where required
• to enter into, administer and perform tenancy, licence or occupancy arrangements
• to collect rent, charges and other sums due
• to manage resident relationships and provide resident services
• to manage utilities, metering, billing, council tax, tenancy deposit protection, repairs reporting and related operational arrangements
• to arrange repairs, maintenance, access, inspections, contractor attendance and related repairs reporting workflows
• to operate buildings safely, securely and efficiently, including through building security, access control, parcel management and related resident systems where relevant
• to manage complaints, incidents, disputes and legal claims
• to communicate with residents, applicants, occupiers, guarantors and other relevant individuals
• to manage our relationship with landlords, asset-owning entities, suppliers and contractors
• to send service communications and, where lawful, marketing communications
• to comply with legal, regulatory and contractual obligations
• to protect our rights, property, staff, residents and others
• to improve our services, systems, operations and customer experience
• to produce reporting, management information, business analytics and planning information

6. Our lawful bases for processing

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

• contract: where processing is necessary to take steps before entering into a contract or to perform a contract with you
• legitimate interests: where processing is necessary for our legitimate interests or those of a landlord or asset-owning entity, provided those interests are not overridden by your rights and interests
• legal obligation: where processing is necessary to comply with a legal or regulatory obligation
• consent: where we rely on your consent, for example for certain marketing activities or certain optional cookies
• vital interests: where processing is necessary to protect someone’s vital interests in an emergency

Where we process special category personal data, we will only do so where an additional condition under applicable law is also satisfied.

7. Legitimate interests

Where we rely on legitimate interests, these may include:

• operating and improving lettings, resident and property management services
• managing properties safely, securely and efficiently
• collecting rent and other sums due
• preventing fraud and misuse of our services
• managing complaints, incidents and disputes
• maintaining records and administering our business
• sharing information within our group and with relevant landlords and service providers where necessary to deliver services
• obtaining professional advice and protecting legal rights
• carrying out internal reporting, analysis, forecasting and business planning

8. Processing personal data in connection with landlords and asset-owning entities

Rise Homes may collect and process personal data in connection with homes owned by landlords and asset-owning entities, including entities within the same wider group structure.

This may include personal data relating to prospective residents, applicants, tenants, occupiers, guarantors, leaseholders and other individuals connected with the letting, occupation, management and operation of those homes.

Depending on the circumstances, we may process that personal data on our own behalf, jointly with a landlord or asset-owning entity, or on behalf of a landlord or client under their instructions.

9. Sharing personal data

We may share personal data with third parties where there is a clear and lawful business need to do so, including where necessary to provide services connected with the property, manage enquiries, applications, lettings, tenancies, resident services, repairs, access control, utilities, metering, billing, compliance, safety, complaints, rent collection, property operations and business administration.

Depending on the circumstances, we may share personal data with:

• landlords, asset-owning entities, relevant group entities, investment managers, general partners, fund vehicles and their advisers where relevant
• managing agents and property managers
• maintenance contractors, cleaners, security providers and other on-site or operational service providers
• utility, metering and billing providers, energy suppliers and other property-specific utility providers, including Taconova UK Limited where relevant
• access control, parcel management, amenity, concierge and resident app providers, and software providers supporting repairs reporting and maintenance management, including Tactile Limited (trading as Fixflo) where relevant
• referencing, identity verification, fraud prevention and credit check providers, including Better Renting Limited (trading as Canopy) where relevant
• tenancy deposit protection scheme providers, including the Tenancy Deposit Scheme and Reposit where relevant
• payment service providers, direct debit collection providers, accounting software providers and banking partners, including Finastra and Xero where relevant
• property management, lettings, resident portal, e-signature, check-in and check-out reporting, IT, software, cloud hosting, data storage, website and communications providers, including MRI Software group companies and Radweb Ltd (trading as Inventory Base) where relevant
• local councils, including for council tax administration where applicable
• professional advisers and consultants, including lawyers, accountants, auditors, insurers, planning consultants, transport consultants and other specialist advisers where relevant
• debt recovery providers
• regulators, local authorities, law enforcement agencies, courts and other public bodies where required or permitted by law
• prospective buyers, investors, lenders or transaction counterparties and their advisers, where relevant to a corporate or property transaction and subject to appropriate safeguards

We require service providers handling personal data on our behalf to implement appropriate security measures and to process personal data only as permitted by law and our instructions where applicable.

10. Aggregated, statistical and anonymised information

We may use personal data to produce aggregated, statistical and management information for reporting, operational analysis, service improvement, benchmarking, utility and asset performance monitoring, forecasting and business planning.

Where possible, we will use information that has been anonymised so that individuals are no longer identifiable. Where information has only been pseudonymised, or could still be linked back to an individual using additional information, we will continue to treat it as personal data and protect it accordingly.

11. International transfers

We may use service providers who store, host, support or access personal data outside the UK.

For example, some of our property management and related technology providers may be based outside the UK or may use support teams, affiliates or infrastructure located outside the UK.

Where personal data is transferred outside the UK, we will take steps to ensure that appropriate safeguards are in place as required by applicable data protection law. These safeguards may include the use of adequacy regulations, the UK International Data Transfer Agreement, the UK addendum to the European Commission’s standard contractual clauses, or other lawful transfer mechanisms.

If you would like more information about any international transfers of your personal data, please contact us using the details above.

12. Data retention

We will retain personal data only for as long as is reasonably necessary for the purposes for which it was collected, including to satisfy legal, regulatory, tax, accounting, contractual and reporting requirements and to establish, exercise or defend legal claims.

Retention periods will vary depending on the type of data, the purpose for which it is used, the nature of the relevant relationship and any applicable legal or regulatory requirements.

In some cases, we may anonymise personal data so that it can no longer be associated with an individual, in which case we may use that information without further notice.

13. Security

We take appropriate technical and organisational measures to protect personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, unauthorised access and other unlawful or unauthorised forms of processing.

However, no method of transmission over the internet or electronic storage is completely secure, and we cannot guarantee absolute security.

14. Marketing communications

We may send you marketing communications where we are permitted to do so by law.

You can ask us to stop sending you marketing communications at any time by using the unsubscribe link in an email, updating your preferences where available, or contacting us using the details above.

Please note that even if you opt out of marketing, we may still send you service, tenancy, operational or administrative communications where necessary.

15. Your rights

Subject to applicable law, you may have the right to:

• request access to your personal data
• request correction of inaccurate or incomplete personal data
• request erasure of your personal data in certain circumstances
• request restriction of processing in certain circumstances
• object to processing in certain circumstances, including certain processing based on legitimate interests and direct marketing
• request the transfer of certain personal data to you or another organisation
• withdraw consent where we rely on consent
• complain to the Information Commissioner’s Office (ICO)

If you would like to exercise any of these rights, please contact us using the details above.

16. Complaints

If you have any concerns about how we use your personal data, please contact us first and we will try to resolve your concern.

You also have the right to make a complaint to the Information Commissioner’s Office. Further information is available on the ICO website.

17. Cookies and similar technologies

Our website uses cookies and similar technologies.

Some cookies are strictly necessary for the operation of the website. Other cookies may be used for analytics, functionality, performance, personalisation or marketing purposes, where permitted by law.

For more information about the cookies we use and how to manage your preferences, please see our Cookies Policy.

18. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page and, where appropriate, notified to you by other means. This policy was last updated on 1^st May 2026.

19. Contact us

If you have any questions about this Privacy Policy or about how we handle personal data, please contact:

Rise Homes Limited

5 New Street Square, London, England, EC4A 3TW

Office address: 1a The Mailbox, Exchange Street, Stockport, Cheshire, England, SK3 0GA

hello@risehomes.co.uk