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The Tended House Ltd    

Privacy Policy

Last Updated: 3 September 2026

1. Who We Are

The Tended House Ltd ("The Tended House", "we", "our" or "us") respects your privacy and is committed to protecting your personal information.

For the purposes of UK data protection law, The Tended House Ltd is the data controller responsible for the personal information described in this Privacy Policy.

Company name: The Tended House Ltd
Company number: 17274927
Registered office: 124 City Road, London, EC1V 2NX
Website: thetendedhouse.com
Privacy contact email: info@thetendedhouse.com

This Privacy Policy explains how we collect, use, store, share and protect personal information when you:

  • visit our website;

  • contact us or request a quotation;

  • book or receive our services;

  • communicate with us;

  • provide access to a property;

  • make a payment;

  • submit feedback or a complaint; or

  • otherwise interact with our business.

This policy principally applies to customers, prospective customers, website visitors, suppliers and business contacts

2. Personal Information We May Collect

The personal information we collect depends on how you interact with us and the services you request.

Identity and Contact Information

We may collect:

  • full name;

  • email address;

  • telephone number;

  • billing address;

  • property or service address;

  • postcode;

  • company or organisation name, where applicable.

Booking and Service Information

We may collect:

  • service requested;

  • preferred appointment dates and times;

  • property type and size;

  • number of rooms or other property details;

  • condition of the property;

  • special cleaning requirements;

  • parking or access information;

  • information about pets;

  • areas or items that should not be cleaned or touched;

  • information about delicate or sensitive surfaces;

  • instructions relevant to carrying out the service.

Property Access Information

Where necessary to provide a service, customers may provide:

  • keys;

  • key-safe details;

  • entry codes;

  • alarm instructions;

  • concierge or estate-agent details;

  • other property access instructions.

We treat this information as particularly confidential and restrict access to personnel who genuinely require it to complete the service.

Photographs and Videos

You may provide photographs or videos when requesting a quotation.

We may also take photographs or videos where reasonably necessary to:

  • record the condition of a property before work begins;

  • document pre-existing damage;

  • record completed work;

  • investigate a complaint;

  • support an insurance claim;

  • maintain service quality.

Marketing use of photographs and videos is dealt with separately in section 9 below.

Payment and Transaction Information

We may receive or retain information such as:

  • amount paid;

  • payment date;

  • payment status;

  • transaction or payment reference;

  • invoice number;

  • refund information.

We do not normally receive or store complete debit or credit card details.

Communications

We may retain communications sent through:

  • email;

  • telephone;

  • contact forms;

  • WhatsApp or other approved messaging services;

  • customer support communications.

This may include enquiries, quotations, booking discussions, complaints and feedback.

Website and Technical Information

When you use our website, information may be collected automatically, including:

  • IP address;

  • browser type;

  • device type;

  • operating system;

  • pages visited;

  • referring website;

  • approximate usage information;

  • cookie or similar technology identifiers.

More information is provided in our Cookie Policy

3. Sensitive Personal Information

We do not normally require customers to provide sensitive or special-category personal information.

Please avoid sending unnecessary medical, financial or other highly sensitive personal information.

However, there may occasionally be situations where information about an allergy, disability or health-related requirement is voluntarily provided because it is relevant to safely providing our services.

Where such information is necessary, we will only use it for the relevant purpose and in accordance with applicable data protection law.

4. Where We Obtain Your Information

We normally receive personal information directly from you.

We may also receive information from:

  • someone making a booking on your behalf;

  • a landlord, letting agent or property manager;

  • a business or organisation arranging services for a property;

  • our website and booking systems;

  • payment providers;

  • communication platforms;

  • service providers assisting us with our business operations.

Where someone provides personal information relating to another person, they should have appropriate authority to do so

5. How and Why We Use Your Information

We only process personal information where we have a lawful reason to do so.

Contract and Pre-Contract Steps

We may process personal information where necessary to:

  • respond to an enquiry;

  • prepare a quotation;

  • assess a requested service;

  • arrange or confirm a booking;

  • communicate about a booking;

  • provide the agreed service;

  • manage property access;

  • collect payment;

  • issue invoices;

  • deal with changes, cancellations or refunds.

This processing is generally necessary to take steps at your request before entering into a contract or to perform our contract with you.

Legal Obligations

We may process or retain information where necessary to:

  • maintain accounting and tax records;

  • comply with company or financial reporting requirements;

  • respond to legally valid requests;

  • comply with other obligations imposed by UK law.

Legitimate Interests

Where appropriate, we may process information because it is reasonably necessary for our legitimate business interests, including:

  • operating and administering our business;

  • preventing fraud or misuse;

  • maintaining security;

  • protecting our employees, contractors and customers;

  • improving service quality;

  • documenting completed work;

  • responding to complaints;

  • establishing, exercising or defending legal claims;

  • dealing with insurance matters;

  • improving our website;

  • maintaining appropriate business records.

Where we rely on legitimate interests, we consider whether our interests are proportionate and balanced against your privacy rights.

Consent

We may rely on your consent where appropriate, including for:

  • certain marketing communications;

  • optional marketing use of property photographs or videos;

  • certain cookies or tracking technologies;

  • other optional processing where consent is the appropriate lawful basis.

Where processing is based on consent, you may withdraw your consent at any time.

Withdrawal does not affect processing that was lawful before consent was withdrawn.

The requirement to tell people the purposes of processing, the lawful basis relied upon and relevant retention information forms part of the UK GDPR transparency requirements

6. Payment Security

Payments may be processed through third-party payment service providers.

Payment card information is normally entered directly into the secure systems of the relevant payment provider rather than being stored by The Tended House Ltd.

We may receive information confirming:

  • whether payment was successful;

  • amount paid;

  • transaction reference;

  • payment date;

  • refunds or disputes.

We take reasonable steps to select reputable providers with appropriate security arrangements.

Customers should never send full payment card details to us by ordinary email, text message, WhatsApp or other unsecured communications

7. Property Access, Keys and Security Information

Customers sometimes entrust us with information that could provide access to their property.

This may include keys, alarm instructions, entry codes or key-safe combinations.

We will:

  • use access information only where necessary to provide the agreed service;

  • restrict access to authorised personnel;

  • avoid unnecessary copying or disclosure;

  • keep keys and access information separate where reasonably practicable;

  • remove or delete access information when it is no longer reasonably required.

Where practical, keys should be identified using an internal reference rather than being labelled with the customer's full property address.

We will not disclose property access information to third parties unless it is necessary to provide the service, the customer has authorised it, or disclosure is required by law

8. Photographs and Videos for Operational Purposes

We may take or retain photographs or videos where reasonably necessary for:

  • quotations;

  • documenting property condition;

  • recording pre-existing damage;

  • confirming completed work;

  • quality assurance;

  • resolving complaints;

  • insurance or legal matters.

We will make reasonable efforts to avoid deliberately recording unnecessary personal or confidential information, including:

  • personal documents;

  • financial information;

  • computer screens;

  • family photographs;

  • identifying documents;

  • private correspondence;

  • other clearly confidential items.

Where personal information is unintentionally captured and the image needs to be retained or used, we will take reasonable steps to crop, blur or otherwise obscure it where appropriate

9. Photographs and Videos for Marketing

We will not use photographs or videos of a customer's property for advertising, our website, social media, portfolios or other promotional purposes without separate permission from the customer.

Refusing marketing permission will not affect your quotation, booking, price or service.

Where permission has been given, we will make reasonable efforts to ensure that:

  • customers or other individuals cannot be identified unless separately agreed;

  • property addresses are not visible;

  • documents and personal information are not visible;

  • identifying photographs or possessions are removed or obscured where appropriate;

  • security information is never published.

You may withdraw marketing permission for future use by contacting us.

Where reasonably practicable, we will then stop future publication or reuse of the relevant material.

Withdrawal does not make earlier lawful use unlawful and may not enable us to retrieve printed material that has already been distributed

10. Sharing Personal Information

We do not sell or rent personal information.

We may share information where reasonably necessary with:

  • employees and authorised contractors assigned to a service;

  • payment service providers;

  • website and hosting providers;

  • booking or customer-management platforms;

  • cloud storage providers;

  • communication providers;

  • accountants and auditors;

  • professional advisers;

  • insurance providers and insurance advisers;

  • legal advisers;

  • IT and cyber-security providers;

  • government bodies where required by law;

  • courts, regulators or law-enforcement authorities where legally required or otherwise lawful.

Only information reasonably necessary for the relevant purpose should be shared.

Where another organisation processes personal information on our behalf as a data processor, we seek to use providers offering appropriate security and contractual protections.

UK GDPR requires appropriate arrangements between controllers and processors, including contractual provisions governing how personal information is processed and protected

11. International Data Transfers

Some technology, cloud, website, communications or payment providers may process information outside the United Kingdom.

Where this results in a restricted international transfer of personal information, we will use an appropriate lawful transfer mechanism where required.

Depending on the circumstances, this may include:

  • UK adequacy regulations; or

  • appropriate contractual safeguards recognised under UK data protection law.

Where legally required, we will also assess risks associated with such transfers.

The ICO recognises mechanisms including adequacy arrangements and Article 46 safeguards such as the UK International Data Transfer Agreement or UK Addendum where appropriate

12. Data Security

We take reasonable technical and organisational measures designed to protect personal information against:

  • accidental loss;

  • unauthorised access;

  • unauthorised disclosure;

  • misuse;

  • alteration;

  • destruction.

Measures may include, where appropriate:

  • password-protected systems;

  • multi-factor authentication;

  • restricted staff access;

  • secure cloud services;

  • device security;

  • encryption;

  • software and security updates;

  • malware protection;

  • confidentiality obligations;

  • secure disposal procedures;

  • internal access controls.

Access to customer information should be limited to people who reasonably require it for their role.

No electronic system can be guaranteed to be completely secure, but we take reasonable steps appropriate to the nature of the information we process

13. How Long We Keep Personal Information

We do not intend to keep personal information indefinitely.

Our retention periods depend on the type of information and why it was collected.

As a general guide:

Enquiries that do not result in a booking
may normally be retained for up to 12 months after the last meaningful communication, unless there is a reason to retain them for longer.

Customer and booking records
may normally be retained for up to six years after completion of the relevant service where this is reasonably necessary for contractual, legal, insurance, complaint or record-keeping purposes.

Invoices and financial records
are retained for the period required by applicable accounting and tax rules.

Property access codes and similar access information
will be removed when they are no longer reasonably required for the service or an ongoing customer arrangement.

Complaint, damage and insurance records
may be retained for as long as reasonably necessary to manage the matter and protect legal rights.

Operational photographs
will be retained only for as long as they are reasonably required for the purpose for which they were taken.

Marketing information
may be retained until you withdraw consent, object to marketing or the information is no longer required.

Where somebody opts out of marketing, we may retain a limited suppression record so that we can respect that request in the future.

When information is no longer required, we will take reasonable steps to securely delete, anonymise or destroy it.

UK companies are required to retain certain accounting and company tax records for prescribed periods; GOV.UK currently states that relevant company records generally need to be kept for six years from the end of the financial year to which they relate, subject to circumstances requiring longer retention

14. Marketing Communications

We may occasionally send information about:

  • relevant services;

  • seasonal services;

  • promotions;

  • company updates.

We will only send electronic direct marketing where we have an appropriate legal basis and where the requirements of applicable electronic marketing law are satisfied.

This may include:

  • your consent; or

  • the existing-customer "soft opt-in" where all legal conditions for using it are met.

Every electronic marketing message we send will provide a straightforward way to opt out.

You may also contact us at any time and ask us to stop sending marketing communications.

If you object to direct marketing, we will stop using your personal information for that purpose.

ICO guidance confirms that the soft opt-in may apply to marketing similar products or services to existing customers only when its conditions are satisfied, and people retain the right to object to direct marketing

15. Cookies and Similar Technologies

Our website may use cookies and other storage or access technologies.

These may be used for purposes such as:

  • operating essential website functions;

  • remembering user preferences;

  • security;

  • measuring website performance;

  • understanding website use;

  • analytics;

  • advertising or marketing technologies, where applicable.

Where consent is legally required, non-exempt technologies will not be used until the appropriate choice has been made.

Some technologies may be used without consent where a legal exception applies.

You can find further information about the technologies used by our website and available controls in our Cookie Policy and cookie preference settings.

ICO guidance updated in April 2026 recognises specific exceptions to consent for certain storage and access technologies, while non-exempt technologies remain subject to applicable transparency and consent requirements

16. External Websites

Our website may contain links to third-party websites.

Once you leave our website, the privacy practices of those third parties are outside our control.

We encourage users to review the privacy information of external websites before providing personal information to them

17. Children's Information

Our services are intended to be arranged by adults and are not directed at children.

We do not intentionally request personal information directly from children for the purpose of booking our services.

Information relating to a child may occasionally be provided by a parent, guardian or responsible adult where it is genuinely relevant to property access, safety or the provision of the service.

We will only use such information where reasonably necessary

18. Automated Decision-Making

We do not currently use personal information to make decisions about customers based solely on automated processing that produces legal or similarly significant effects.

If this changes, we will update this Privacy Policy and provide any information required by law

19. Your Data Protection Rights

Depending on the circumstances, UK data protection law may give you the right to:

  • request access to personal information we hold about you;

  • request correction of inaccurate or incomplete information;

  • request deletion of information in certain circumstances;

  • request restriction of processing in certain circumstances;

  • object to certain uses of your personal information;

  • request transfer of certain information where the right to data portability applies;

  • withdraw consent where processing is based on consent;

  • object to direct marketing.

These rights are not absolute and may depend on the legal basis and circumstances of the processing.

For example, we may sometimes need to retain information despite a deletion request where we have a legal obligation or another lawful reason to retain it.

To exercise a data protection right, please contact:

[INSERT PRIVACY EMAIL ADDRESS]

We may need to confirm your identity before acting on a request.

We will respond within the period required by applicable data protection law

20. Personal Data Breaches

We maintain procedures for dealing with suspected personal data breaches.

Where a breach is likely to result in a risk to people's rights and freedoms, we will notify the Information Commissioner's Office where required.

Where the risk is considered high, affected individuals will also be informed where required.

A reportable UK GDPR breach should be notified to the ICO without undue delay and, where feasible, within 72 hours of the controller becoming aware of it; individuals must also be informed without undue delay where the risk to them is high

21. Data Protection Complaints

If you are concerned about how we collect, use or protect your personal information, please contact us first at:
[info@thetendedhouse.com]
You may make a data protection complaint using this email address or our other published contact methods.
We will:

  • acknowledge receipt of a data protection complaint within 30 days;

  • take appropriate steps to investigate it without undue delay;

  • keep you appropriately informed about its progress; and

  • inform you of the outcome.

If you remain dissatisfied, you also have the right to raise your concern with the Information Commissioner's Office (ICO), the UK's independent data protection regulator.
These complaint-handling requirements have been in force since June 2026

22. Changes to This Privacy Policy

We may update this Privacy Policy where:

  • our services change;

  • the technology we use changes;

  • our data-processing practices change;

  • our suppliers or service providers change;

  • applicable law or regulatory guidance changes.

The latest version will be published on our website with an updated revision date.

Material changes will be highlighted where appropriate

23. Contact Us

For questions, requests or complaints relating to privacy or personal information, please contact:

The Tended House Ltd
Company Number: 17274927
Registered Office: 124 City Road, London, EC1V 2NX
Email: info@thetendedhouse.com
Telephone: 07412 385321
Website: www.thetendedhouse.com

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