Privacy Policy

This explains what personal information Trustlet holds, why, who it's shared with, and your rights. It covers landlords and agents who hold accounts, and the tenants, owners, contractors and applicants who use Trustlet through them.

1. Who is responsible for your information

• Account holders (landlords, agents and their teams): Trustlet Technologies Ltd is the data controller for your account, billing and sign-in information. ICO registration number [ICO registration number].
• Tenants, owners, contractors and applicants: the landlord or agent who manages your home or works with you is the data controller for the information about you in their account. Trustlet processes it on their behalf. Contact them first about your information. You can also contact us, and we'll pass your request on.
• People looking for a home who create a renter profile: Trustlet Technologies Ltd is the data controller for that profile.

2. What we hold

• Contact details: names, email addresses, phone numbers and addresses.
• Property and tenancy records: rent, payments, deposits, certificates, repairs, inspections, inventories, notices and documents.
• Messages, photos and videos that people add, and ratings.
• Checks that were done (for example the date of a Right to Rent check and how it was done), but not copies of identity documents unless someone uploads them.
• Billing details, handled by Stripe. We don't hold card numbers.
• Technical information: sign-in times, the activity log of changes made in each account, and the minimum needed to keep the service secure.
• Anonymous usage counts: how many pages are viewed in each part of Trustlet, by day and hour, and how many people have it open at a time. These use a random number held only in your browser tab (not a cookie), and we don't store IP addresses or which pages you look at. The "who's online" records are deleted after a day.

3. Why we use it, and our lawful basis

• To provide Trustlet to account holders and the people they invite (contract, and legitimate interests).
• To take payment and keep accounting records (contract and legal obligation).
• To keep the service secure, prevent misuse and keep a record of changes (legitimate interests).
• To send service emails and notifications, such as reminders and alerts (contract and legitimate interests). You can change notification settings.
• To meet legal obligations, for example to HMRC, or when a court or regulator requires it.

We don't sell personal information, and we don't use it for advertising.

4. Who we share it with

We use trusted providers to run Trustlet, under contracts that require them to protect the information:

• hosting and database (Vercel and Supabase);
• payments (Stripe);
• email, and text or WhatsApp messages where switched on;
• the AI assistant, where an account has switched it on (Anthropic), which receives the message and the facts needed to reply;
• HMRC, when an account holder submits Making Tax Digital updates, and banks, when they connect Open Banking.

Within an account, information is shared through the portals only as the account holder sets up: for example, tenants see their own tenancy, and contractors see the jobs they're given.

5. Where it is stored

Information is stored in the UK or the European Economic Area, or with providers elsewhere under safeguards approved for UK data protection law, such as the UK International Data Transfer Agreement.

6. How long we keep it

Account holders decide how long the records about their homes and tenancies are kept, within the law. When an account is closed, we delete or anonymise its information within 90 days, except where we must keep it longer (for example, billing records for 6 years). Messages and the activity log are kept for as long as the account exists, because they protect everyone if there's a dispute.

7. Cookies

Trustlet uses only cookies needed for it to work: keeping you signed in, signing you out after 20 minutes without activity, and remembering simple display choices. We don't use advertising or tracking cookies.

To see how Trustlet is used and growing, we count page views for each area of Trustlet (for example the tenant portal) without cookies and without storing page or IP addresses, and we note which days signed-in people use Trustlet. This is only used by Trustlet in total figures and is never shared.

8. Your rights

You can ask for a copy of your information, ask for it to be corrected or deleted, object to or restrict how it's used, and ask for it in a portable format. For information held by a landlord or agent, contact them first. Otherwise email david@trustlet.co.uk. We'll reply within one month.

If you're unhappy with how your information has been handled, you can complain to the Information Commissioner's Office at ico.org.uk ↗.

9. For account holders: processing on your behalf

Where we process personal information for you (section 1), we: act only on your documented instructions (your use of Trustlet and these terms); keep it confidential and secure; use only the providers listed above, and tell you before adding new ones; help you respond to requests from the people concerned and to meet your security and breach obligations; tell you without undue delay about any personal data breach affecting your account; delete or return the information when your account ends; and give you the information needed to show we comply.

10. Changes

We'll update this policy when things change, and tell account holders about important changes.

Trustlet Technologies Ltd, registered in England and Wales, company number 17535716. Registered office: [registered office address]. Contact: david@trustlet.co.uk.