Privacy Policy

Este Management Limited is the “data controller” responsible for your personal data. We are a property firm registered in England with company number 15155008, with our registered office at 3rd Floor, 45 Albemarle Street, Mayfair, London, W1S 4JL. We are registered with the Information Commissioner’s Office (ICO) as a data controller.

If you have any questions about this policy or how we handle your personal data, please contact us using the details in section 15.

Depending on your relationship with us — for example as a landlord, leaseholder, freeholder, tenant, buyer, seller, investor, contractor, supplier or website visitor — we may collect and process the following categories of personal data:

• Identity data — name, title, date of birth and, where required for anti-money-laundering or right-to-rent checks, identity documents such as a passport or driving licence.
• Contact data — postal address, email address and telephone numbers.
• Financial data — bank account and payment details, rent, service charge and deposit information, and credit-reference and affordability information.
• Property & transaction data — details of the properties we manage, let or source for you, tenancy and lease information, references, and records of correspondence, instructions and works carried out.
• Technical & usage data — when you use our website, information such as your IP address, browser type, device information and pages visited.
• Communications & marketing data — your contact preferences and a record of your enquiries and our correspondence with you.

Where the law requires it, we may also process “special category” data (for example health information relevant to a tenancy or reasonable adjustments). We only do so where we have an appropriate lawful basis and condition for processing.

We collect personal data:

• Directly from you — when you enquire, instruct us, enter into an agreement, complete a form, correspond with us, or otherwise use our services.
• Automatically — through cookies and similar technologies when you visit our website (see section 6).
• From third parties — such as referencing and credit-reference agencies, previous or joint agents, landlords or tenants, professional advisers, contractors, and publicly available sources such as the Land Registry and Companies House.

We only use your personal data when the law allows us to. The lawful bases we rely on are: performance of a contract with you; compliance with a legal obligation; our legitimate interests (kept in balance with your rights); and, where required, your consent. We use your data to:

• provide, administer and manage our services — including block, commercial and residential management, lettings, sourcing, consultancy and project management (contract / legitimate interests);
• collect and account for rent, service charges and deposits, and process payments to and from you (contract / legal obligation);
• carry out identity, right-to-rent, anti-money-laundering, referencing and credit checks (legal obligation / legitimate interests);
• arrange maintenance, repairs and major works and instruct contractors and suppliers (contract);
• meet our compliance, health & safety, tax, accounting and regulatory obligations (legal obligation);
• respond to your enquiries and communicate with you (legitimate interests / contract);
• operate, secure and improve our website (legitimate interests);
• send you marketing where you have agreed to receive it (consent / legitimate interests); and
• establish, exercise or defend legal claims (legitimate interests / legal obligation).

We may send you information about our services where you have asked us to or where we have a legitimate interest in doing so and the law permits it. You can ask us to stop sending marketing at any time by contacting us or by using the unsubscribe link in any marketing email. Opting out of marketing will not affect communications we send you in relation to a service or agreement.

Our website uses only the cookies and similar technologies necessary for it to function and to keep it secure. If we introduce analytics or other non-essential cookies in future, we will ask for your consent first. You can set your browser to refuse some or all cookies, though parts of the site may not work as intended.

We do not sell your personal data. We share it only where necessary, with appropriate safeguards in place, including with:

• contractors, suppliers and tradespeople engaged to carry out works or services;
• landlords, tenants, leaseholders, freeholders, residents’ management companies and their advisers, as relevant to the instruction;
• our back-office, accounting and software service providers who process data on our behalf under written agreement;
• banks and payment providers, and Client Money Protection scheme providers;
• referencing, credit-reference and identity-verification agencies;
• professional advisers such as solicitors, surveyors, accountants and insurers;
• regulators, redress schemes and government or law-enforcement bodies where we are required or permitted to do so; and
• a buyer or successor if we reorganise our business or transfer assets.

We aim to keep your personal data within the UK. Where a service provider stores or processes data outside the UK, we ensure an appropriate safeguard is in place — such as a UK adequacy decision or the International Data Transfer Agreement / Addendum — so that your data receives an equivalent level of protection.

We keep personal data only for as long as necessary for the purposes set out in this policy. In practice we usually retain records relating to a service or agreement for up to six years after our relationship ends, and longer where a legal, tax, accounting or regulatory requirement (for example anti-money-laundering record-keeping) applies. When data is no longer needed, we securely delete or anonymise it.

We have appropriate technical and organisational measures in place to protect your personal data against unauthorised access, loss, misuse or alteration, and we limit access to those who need it to do their job. Where we use third-party processors, we require them to maintain comparable security standards. If a personal data breach occurs that is likely to result in a risk to your rights, we will notify the ICO, and you where required, as the law demands.

Under UK data protection law you have the right to:

• be informed about how your personal data is used;
• request access to a copy of your personal data;
• request correction of inaccurate or incomplete data;
• request erasure of your data in certain circumstances;
• request restriction of, or object to, our processing in certain circumstances;
• request the transfer (portability) of your data; and
• withdraw your consent at any time where we rely on it.

To exercise any of these rights, please contact us using the details below. We will not normally charge a fee, and we aim to respond within one month. We may need to verify your identity before acting on a request.

Our website may contain links to third-party websites, plug-ins and services. Following those links may allow third parties to collect or share data about you. We do not control these third-party sites and are not responsible for their privacy practices; we encourage you to read their privacy notices.

Our services and website are intended for adults and are not directed at children. We do not knowingly collect personal data relating to children except where it is necessary in the context of a household or tenancy and provided by a parent or guardian.

We may update this policy from time to time. Any changes will be posted on this page with a revised “last updated” date. Where changes are significant, we will take reasonable steps to bring them to your attention.

If you have any questions about this policy, wish to exercise your rights, or want to make a complaint about how we handle your personal data, please contact us:

• By email: pa@estemanagement.co.uk
• By phone: 0203 916 5157
• By post: Este Management Limited, 3rd Floor, 45 Albemarle Street, Mayfair, London, W1S 4JL

We would ask that you raise any concern with us first. You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection, at ico.org.uk or by calling 0303 123 1113.