1. Introduction

This Privacy Policy explains how Manor Estate Agent London Ltd and Manor EA Ltd ("we", "us", "our") collect, use, store, and protect your personal data.

Both companies operate under the Manor Estate Agent brand and share this website. However, they are separate legal entities and separate data controllers under UK GDPR.

By using our services or website, you acknowledge that your personal data may be processed by one or both companies depending on the service provided.

2. Data Controllers

Depending on the services you use, your personal data will be processed by the relevant company below:

Manor Estate Agent London Ltd

Company No: 11459049
ICO Registration: ZA591060
Registered & Trading Address: 420 High Street North, London, E12 6RH
Email: manorpark@manorestateagent.co.uk

Services:

• Guaranteed Rent services only (Private & Social Housing)
• Property management under guaranteed rent arrangements

Manor EA Ltd

Company No: 15474252
ICO Registration: ZB694665
Registered & Trading Address: 137 Beehive Lane, Gants Hill, Ilford, IG4 5DR
Email: ilford@manorestateagent.co.uk

Services:

• Residential sales
• Residential lettings & tenancy management
• Residential property Valuations

Where necessary for operational, administrative, compliance, or regulatory purposes, your personal data may be shared between the two companies.

3. Personal Data We Collect

We may collect and process the following:

• Identity information (passport, driving licence, ID documents)
• Contact information (name, address, email, phone)
• Financial information (income, rent payments, bank details)
• Employment and affordability information
• Property-related information (tenancy, ownership, sales data)
• Compliance data (AML, Right to Rent, source of funds)
• Communication records (emails, WhatsApp messages, and recordings of telephone calls)
• Website usage data (cookies, analytics, IP address)

4. How We Collect Data

We collect data:

• Directly from you
• Through property enquiries and applications
• Through referencing agencies
• Through landlords, tenants, buyers or sellers
• From solicitors and mortgage brokers
• From deposit protection schemes
• From government and regulatory bodies
• From our website and online forms

5. How We Use Your Data

We use your personal data to:

Property Services

• Process tenancy applications
• Conduct referencing and affordability checks
• Carry out Right to Rent checks
• Manage tenancy agreements
• Market and sell properties
• Progress property transactions
• Collect and manage rent payments
• Arrange maintenance and repairs

Compliance & Legal Obligations

• Anti-Money Laundering (AML) checks
• Fraud prevention
• Legal and regulatory compliance
• Identity verification

Business Operations

• Customer service
• Complaint handling
• Record keeping
• Staff training, quality monitoring and call recording (see Section 13)

Marketing

• Property alerts
• Market updates
• Service communications (you may opt out at any time)

6. Lawful Basis for Processing

We process personal data under:

• Contractual necessity
• Legal obligations
• Legitimate interests
• Consent (where required)

See Section 13 for the lawful basis for call recording.

7. Sharing Your Data

We may share your data with:

• Landlords and tenants
• Buyers and sellers
• Referencing agencies
• Deposit protection schemes
• Solicitors and mortgage advisers
• Contractors and maintenance providers
• Local authorities
• Utility providers
• AML and compliance providers
• Regulatory bodies
• Telephone and call recording service providers

We only share data where necessary and lawful.

8. Data Retention

We retain personal data only for as long as necessary:

• Tenancy records: 7 years after tenancy ends
• Sales records: 7 years after completion
• AML records: minimum 5 years
• Marketing data: until consent is withdrawn
• Enquiry data: up to 2 years
• Call recordings: 3 months, unless needed for a complaint, dispute or legal claim

9. Your Rights

Under UK GDPR, you have the right to:

• Access your data
• Correct inaccurate data
• Request deletion
• Restrict processing
• Object to processing
• Data portability
• Withdraw consent

We respond to rights requests, including requests for copies of call recordings, within one calendar month. To exercise your rights, email the data protection contact for the company you deal with: manorpark@manorestateagent.co.uk (Manor Estate Agent London Ltd) or ilford@manorestateagent.co.uk (Manor EA Ltd).

10. Cookies

We use cookies to improve website functionality, analyse usage, and enhance user experience.

You can manage cookies through your browser settings.

11. International Transfers

Where data is transferred outside the UK, appropriate safeguards are applied in accordance with UK GDPR.

12. Security

We implement appropriate technical and organisational measures to protect your personal data from unauthorised access, loss, misuse, or disclosure.

13. Call Recording

Notice. We record some or all telephone calls made to and from our offices. You will hear an automated announcement at the very start of the call, before you speak to a member of staff, telling you that the call is being recorded. If you do not wish to be recorded, please tell us at the start of the call, or contact us by email or in person instead.

Why we record calls. We record calls for the following purposes:

• Training and quality monitoring
• Resolving complaints and disputes
• Keeping an accurate record of instructions, agreements and advice given
• Preventing and detecting fraud or other crime
• Meeting our legal and regulatory obligations

Our lawful basis. We record calls under legitimate interests, namely running, monitoring and protecting our business, and under legal obligation where we must keep records.

How long we keep recordings. We keep call recordings for 3 months, then delete them securely. If a recording is needed for a complaint, dispute, legal claim or investigation, we may keep it for longer until the matter is closed.

Who can access recordings. Access is limited to authorised staff and managers who need it for the purposes above. We may also share recordings with:

• Our telephone and call recording provider, which stores or processes recordings on our behalf
• Regulators, the police or other authorities, where required by law
• Our legal advisers or insurers, where needed to handle a claim or complaint
• The redress scheme we belong to, if you bring a complaint to them

Where recordings are stored. Call recordings are stored securely in the UK. We do not sell call recordings.

Requesting a copy of a recording. You can ask for a copy of any recording of your calls (a subject access request). Email the data protection contact for the company you deal with (manorpark@manorestateagent.co.uk for Manor Estate Agent London Ltd, or ilford@manorestateagent.co.uk for Manor EA Ltd) with the date, approximate time, and the number you called from. We will reply within one calendar month of receiving your request. We may ask you to confirm your identity first, and we will tell you if we need to extend the period for complex requests, as the law allows. Recordings that include other people’s personal data may be edited or withheld to protect them.

14. Sharing Between Companies

As both companies operate under the Manor Estate Agent brand, personal data may be shared between:

• Manor Estate Agent London Ltd
• Manor EA Ltd

This is done strictly where necessary for:

• Service delivery
• Compliance obligations
• Administrative coordination
• Property transaction handling

15. Complaints

If you are unhappy with how we handle your data, please contact us first.

You also have the right to complain to:

Information Commissioner’s Office (ICO)
Website: https://ico.org.uk

Manor Estate Agent London Ltd ICO: ZA591060
Manor EA Ltd ICO: ZB694665

16. Changes to This Policy

We may update this Privacy Policy from time to time. Any updates will be published on this page.

Contact Us

Manor Estate Agent London Ltd via Email: manorpark@manorestateagent.co.uk

Manor EA Ltd via Email: ilford@manorestateagent.co.uk

Data protection enquiries:

Manor Estate Agent London Ltd – manorpark@manorestateagent.co.uk

Manor EA Ltd – ilford@manorestateagent.co.uk