Privacy Policy

A legal disclaimer

At TenantHelpline.co.uk, your privacy is important to us. This policy outlines how we collect, use, store, and share your personal data when you use our website or submit an enquiry for a housing disrepair claim.

Who We Are

TenantHelpline.co.uk is a lead generation website that helps council and housing association tenants pursue housing disrepair claims. We are not a law firm. Your enquiry will be referred to a regulated solicitor or legal partner to assess your claim.

What Information We Collect

When you use our website or contact us, we may collect:

Full name
Phone number
Email address
Property address
Housing provider (e.g., council, housing association)
Details of the disrepair in your home
Photographs or other supporting evidence (if submitted)
IP address and browser data (via cookies — see below)

How We Use Your Information

We use your personal information to:

Assess your eligibility for a housing disrepair claim
Contact you regarding your claim
Refer your enquiry to Rees Clayton Solicitors or another regulated legal partner for assessment
Share your data with trusted third-party partners if Rees Clayton Solicitors are unable to take your claim
Request additional documentation to support your claim
Verify your identity where legally or procedurally required
Comply with legal or regulatory obligations
Improve our website functionality and user experience (via analytics)

Proof of Identity

In the event of a successful claim, you or the solicitor handling your case may be required to provide proof of identity to:

Confirm your entitlement to receive compensation
Comply with anti-money laundering regulations
Ensure secure and lawful processing of your claim

This may include asking for official documentation such as a passport, driving licence, or utility bill as evidence of identity and address.

Lawful Basis for Processing

We process your data under the following lawful bases:

Consent: When you submit your details, you give us permission to process and share your information for the purposes described.
Legitimate Interests: To match you with a legal service provider and handle your enquiry efficiently.
Legal Obligation: If we are required to disclose information for legal or regulatory reasons.

Who We Share Your Data With

We may share your data with:

Rees Clayton Solicitors for the handling of your legal claim
Other regulated solicitors or legal service providers if Rees Clayton is unable to assist
Claims management companies (regulated where required)
IT service providers, including website hosting and email platforms
Analytics and cookie providers (e.g. Google Analytics)

We will never sell your personal data to anyone.

International Transfers

We do not knowingly transfer your data outside the UK or EEA. If we do in the future, we will ensure appropriate safeguards are in place (e.g., UK IDTA or EU Standard Contractual Clauses).

Cookies & Tracking

We use cookies to:

Enhance your experience on our website
Track website usage and performance
Help detect and prevent fraud

You can manage or block cookies through your browser settings. For more details, please see our [Cookies Policy].

Data Retention

We retain your personal data only as long as necessary:

To process and manage your claim
To comply with legal or regulatory requirements
Typically, no longer than 6 years after the conclusion of a claim (in line with legal limitation periods)

Your Rights

You have the right to:

Access the data we hold about you
Correct inaccuracies in your data
Request deletion of your data
Withdraw your consent at any time
Object to processing or request restriction
Data portability (where applicable)

To exercise any of these rights, contact us using the details below.

Security of Your Information

We use appropriate technical and organisational measures to protect your personal information, including encryption, secure servers, and limited access procedures.

Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the privacy practices or content of those sites. Please review their policies separately.