Who is responsible for your information?

This notice covers enquiries through our website, telephone conversations, emails and WhatsApp messages with Tenant Help.

Tenant Help Ltd is the data controller for information it collects to handle enquiries and arrange referrals. We are a claims management company that identifies and refers potential housing disrepair claims. We do not provide legal advice, investigate claims or represent tenants.

Contact us about your information at enquiries@tenanthelp.org.

Our registered office is 300 St Mary’s Road, Garston, Liverpool, England, L19 0NQ. Our company number is 11147772.

Our ICO data protection registration reference is ZA317868.

Information we collect

Depending on how you contact us, this may include:

  • Your name, email address, telephone number and preferred contact time or method.
  • Details of your housing problem, landlord type and whether and when you reported it.
  • Information you provide in messages or conversations that is needed to identify a potential claim and arrange a possible referral.
  • A record of the solicitor referral, your agreement to it and relevant communications.
  • Information needed to respond to a complaint or a request about your personal data.

We obtain enquiry information from you. Technical services may also process connection information, such as your IP address and browser information, when you access the website.

Please do not send medical records, diagnoses, details of illness or injuries, or other sensitive personal information. These are not needed for our initial housing referral service. A solicitor can explain separately what information it needs for its own service.

Why we use your information

We use relevant information to respond to your request for a conversation, identify potential claims and, where you agree, introduce you to a solicitor. We also use necessary records to administer enquiries, demonstrate permission for referrals and respond to complaints or data-protection requests.

Requesting a conversation does not instruct a solicitor or commit you to pursuing a claim. Our referral service is free to you. We receive referral fees from solicitors; their legal services have separate terms and charges.

We need a way to contact you to respond to an enquiry. You can choose not to provide information, but we may then be unable to arrange the conversation or referral you request. A request for contact does not give permission for unrelated marketing.

Our lawful bases

For responding to requested conversations, administering enquiries and keeping proportionate service records, we rely on legitimate interests. Our interests are operating our referral service, responding to people who ask for help, maintaining evidence of agreed referrals and dealing with related complaints. Those interests must be balanced against your rights and freedoms. You can object to processing on this basis.

For sharing your enquiry information with the solicitor identified to you, we rely on consent. Before a referral, we explain which firm would receive the information, what would be shared and why. We record your verbal agreement in a dated note. A general request for contact does not by itself authorise a referral, and you can decline a proposed introduction.

We rely on legal obligation where processing is necessary to fulfil a specific legal duty, such as responding to a valid data-protection rights request or a lawful regulatory requirement. This does not authorise us to keep all information indefinitely.

Who can access or receive your information?

Within Tenant Help, access is limited to authorised personnel who need the information to handle enquiries, referrals or related responsibilities.

We pass relevant enquiry information to a solicitor after obtaining your agreement to the proposed referral. We identify the firm to you before sharing. The solicitor is responsible for explaining its own use of your information and providing its privacy notice. It decides whether it can act; referral does not mean it has accepted your case.

Our technical service providers are Cloudflare, for website hosting, form processing, audit storage, security checks and email forwarding, and Google, for receiving and storing enquiry emails. Messages sent to enquiries@tenanthelp.org will be forwarded through Cloudflare to the Google inbox used by Tenant Help. These services handle relevant message content and technical information as part of providing their services.

Google’s handling of information through its email service is explained in its Privacy Policy. Information about Cloudflare is available in its Privacy Policy.

We may disclose relevant information to regulators or other bodies where a legal obligation requires it. Permission for a solicitor referral is separate from the necessary handling of information by email and technical services.

International processing

Cloudflare and Google operate internationally, so information may be processed outside the UK, including in the United States. Their published transfer arrangements include the UK Extension to the EU–US Data Privacy Framework and, where applicable, contractual safeguards.

You can read Google’s transfer information and Cloudflare’s data-processing and transfer terms. Contact enquiries@tenanthelp.org to request information about safeguards relevant to our handling of your information.

Enquiry request records

When you submit an enquiry, we record the submission time, a unique reference, your contact preferences and the wording and privacy information shown at the time. We also record your connection IP address and the browser information supplied with the request, such as its user-agent header. This helps us evidence the request, investigate delivery problems and protect against misuse. An IP address or browser description does not establish your identity.

We rely on legitimate interests for proportionate request evidence and security records. Technical details are restricted to authorised personnel and included in enquiry notifications to the authorised receiving inbox. We do not use this information to create a device fingerprint or send marketing.

A request for contact is separate from permission to share information with a named solicitor. We record that permission separately before making a referral.

Website submission and audit records are scheduled for deletion from the active database within three years of receipt, with earlier deletion when they are no longer needed. A documented legal or regulatory hold may require limited records to be retained longer. Enquiry emails and any separate referral records are reviewed under the retention arrangements below.

We use Cloudflare Turnstile when you submit a form to help distinguish people from automated requests. It processes technical browser and connection information for this security check. Our server validates its short-lived response before accepting the enquiry. This is separate from optional analytics or advertising. Read Cloudflare’s Turnstile privacy information.

How we protect your information

We use appropriate account access controls and organisational measures to protect personal information against loss, misuse and unauthorised access or disclosure. Access is limited to authorised personnel who need it for their responsibilities.

We review access when responsibilities change and use only information needed for the enquiry or referral. If a personal data breach occurs, we assess it and notify the ICO and affected people where the law requires.

How long we keep information

Enquiries that do not proceed

When an enquiry is closed without a referral, we review what information is still needed and delete or anonymise unnecessary material earlier. We do not automatically retain every unsuccessful enquiry for three years. Any routine record that remains necessary is kept for no more than three years after closure, unless a separate legal or regulatory requirement applies.

Referral records

We keep necessary routine referral records for up to three years after the referral is closed. These are limited to information needed to explain the referral, demonstrate permission and handle related complaints. Information is deleted or anonymised sooner if it is no longer needed.

Complaint records have a separate regulatory retention requirement. We keep the complaint and the steps taken to resolve it for at least three years from the date we receive it. We review continued retention after that period and keep only information still needed for the complaint, a legal dispute or another applicable obligation.

Where a legal or regulatory duty requires a limited record to be kept longer, or it remains necessary for an ongoing complaint or legal dispute, we record the reason and review it. A solicitor’s own retention arrangements are separate and are explained in its privacy notice.

Your choices and rights

You can ask us not to proceed with a proposed referral. Where processing relies on consent, you can withdraw that consent by contacting us. Withdrawal does not affect processing that was lawful before withdrawal and cannot undo information already disclosed. A receiving solicitor will explain its own responsibilities and any lawful reasons for retaining information.

Depending on the circumstances, you may have rights to:

  • Access your personal information and receive a copy.
  • Correct inaccurate or incomplete information.
  • Ask for information to be erased or its use restricted.
  • Object to processing based on legitimate interests.
  • Obtain and reuse information through data portability where that right applies.

These rights depend on the processing involved and are not absolute. Contact enquiries@tenanthelp.org to exercise your rights or raise a privacy concern. We may need proportionate information to confirm your identity. We normally respond to rights requests within one month; where the law permits more time, we will explain the reason and applicable timescale.

You can also complain to the Information Commissioner’s Office. You do not have to complain to us first.

WhatsApp, cookies and automated decisions

If you follow our WhatsApp link, you choose whether to send a message through that service. WhatsApp processes information under its own terms and privacy information. Please do not send sensitive documents through an initial enquiry message.

The basic website checker provides general next-step information. It does not make an automated decision about your legal entitlement or whether a solicitor will take your case. Our referral process involves a conversation; the solicitor decides whether it can act.

Read our separate Cookie policy for information about browser storage and cookie settings. External websites and a receiving solicitor have their own privacy information.

Changes to this notice

We will update this notice when our information-handling arrangements change. Last reviewed: 15 October 2026.