Privacy Policy
Last updated: 10 October 2026
This policy explains how Haven Homes Ltd collects and uses personal information. It covers landlords and property owners who enquire about our guaranteed rent service, guests who stay in our properties, and anyone who visits our website or contacts us on social media.
1. Who we are
Haven Homes Ltd ("we", "us", "our") is the data controller for the personal information described in this policy.
- Company: Haven Homes Ltd, registered in England and Wales, company number 15470411
- Registered office: Flat 2, 12 Liverpool Road, Luton, LU1 1RS
- ICO registration number: C2056187
- Email: havenhomess@outlook.com
- Phone: 07400 058946
If you have any questions about this policy or your information, contact us using the details above.
2. The information we collect
If you're a landlord or property owner
When you enquire about our guaranteed rent service (through our website, a Facebook or Instagram form, a direct message, email or phone) we may collect:
- Your name, phone number and email address
- Whether you own the property or are authorised to act for the owner
- The property's postcode or address, type, number of bedrooms, furnishing, condition and when it's available
- Photos or videos of the property that you send us
- Your preferred time for us to call, and notes from our conversations
- Information we need before agreeing a lease, such as mortgage lender or freeholder consent, insurance, and safety documents (gas safety certificate, EICR, EPC)
- If we agree a lease: your bank details for rent payments, and the identity and ownership checks we're required to carry out
If you're a guest
- Your name, contact details and booking details (dates, number of guests, purpose of stay)
- Messages you send us before, during and after your stay
- A copy or photo of your identity document (such as a passport or driving licence), which we ask for to confirm who is staying and to keep our properties and neighbours safe
- Payment information. Payments for bookings made directly on our website are handled by a secure payment provider through our booking system. Payments made through a booking platform (such as Airbnb) are handled by that platform. We don't store your full card details.
If you visit our website or social media pages
- Technical information such as your IP address, browser, device and the pages you visit, collected through cookies and similar technologies (see section 9)
- Messages, comments and other interactions with our Facebook and Instagram accounts
3. Where we get your information
- Directly from you, when you book on our website, fill in a form, message, email or call us
- From Meta (Facebook and Instagram), when you submit one of our lead forms there. Meta passes us the information you entered on the form.
- From booking platforms such as Airbnb, when you book a stay through them
- From our online forms (such as the landlord form on our website, provided through Tally)
- From letting agents or other people who refer you to us, with your knowledge
- From public sources such as HM Land Registry, to confirm property ownership before agreeing a lease
4. How we use your information and our lawful basis
| What we use it for | Lawful basis |
|---|---|
| Responding to your enquiry, assessing your property and sending you a guaranteed rent offer | Taking steps at your request before entering a contract, and our legitimate interest in responding to enquiries |
| Arranging viewings, agreeing and managing a lease, and paying your rent | Performing our contract with you |
| Taking and managing bookings, check-in, your stay and any issues | Performing our contract with you |
| Checking guests' identity before a stay | Our legitimate interest in protecting our properties, guests, neighbours and landlords from fraud, damage and anti-social behaviour |
| Keeping accounts, tax records and property safety records | Complying with our legal obligations |
| Carrying out landlord ownership, identity and fraud-prevention checks | Legitimate interests and, where required, legal obligation |
| Passing your details to a trusted property partner if your property isn't right for us | Your consent, given by ticking the optional box on our form, which you can withdraw at any time |
| Sending you news, offers or updates by email, text or phone | Your consent, which you can withdraw at any time |
| Measuring and improving our website and adverts (non-essential cookies) | Your consent |
| Keeping our website and systems secure | Legitimate interests |
Where we rely on legitimate interests, we've considered your interests and rights and believe they're not overridden. You can ask us for more detail.
Marketing: submitting an enquiry or making a booking doesn't sign you up for marketing. We'll only send you marketing if you tick the optional consent box or otherwise agree. Every marketing message will tell you how to opt out.
Automated decisions: we don't make decisions about you using solely automated processing. A person reviews every enquiry.
5. Facebook and Instagram lead forms
If you submit one of our forms on Facebook or Instagram, Meta Platforms Ireland Ltd collects that information and passes it to us. Meta is responsible for its own use of your data, which is described in Meta's Privacy Policy at facebook.com/privacy/policy. Once we receive your details, this policy applies to how we use them.
6. Who we share your information with
We share your personal information only where necessary with:
- Trusted property partners, such as other property companies or letting agents, but only if you've ticked the optional box on our form agreeing to this. We'll only do this if your property isn't right for us, so that a partner can contact you about it. We may receive a referral fee from the partner, at no cost to you. The partner will then be responsible for how it uses your details. You can withdraw your consent at any time by emailing us, and we'll stop sharing your details from then on.
- Service providers who help us run the business, such as our booking and property management system (Lodgify), our form provider (Tally), payment providers, and our email, phone, cloud storage and customer-management providers. They may only use it to provide their service to us.
- Professional advisers such as solicitors, accountants and insurers
- Booking platforms, for bookings made through them
- Contractors and cleaners, limited to what they need to carry out work at a property
- Letting agents or others who referred you to us, limited to telling them whether a referral went ahead so we can pay any referral fee
- Police, local authorities, HMRC or other regulators, where the law requires it or to protect safety
7. Transfers outside the UK
Some of our service providers, such as Meta, Google or Microsoft, may store or process information outside the UK. Where this happens, we make sure appropriate safeguards are in place, such as UK adequacy regulations or the UK International Data Transfer Agreement or Addendum.
8. How long we keep your information
| Information | How long |
|---|---|
| Landlord enquiries that don't go ahead | 12 months from our last contact, then deleted |
| Landlords we agree a lease with | For the length of the lease plus 6 years (for legal claims and tax records) |
| Guest booking and payment records | 6 years (for accounting and tax) |
| Guest identity documents | Deleted within 30 days after check-out, unless we need them for an incident, damage claim or legal requirement |
| Guest messages not linked to a booking | 12 months |
| Marketing preferences | Until you withdraw consent. We keep a record of your opt-out so we don't contact you again. |
| Website and cookie data | As set out in our cookie banner, if shown |
9. Cookies
Our website uses cookies that are essential for it to work, for example to process bookings. If we use analytics or advertising cookies (such as Google Analytics or the Meta Pixel), we'll only do so with your consent, which you can give or refuse through our cookie banner and change at any time. You can also block cookies in your browser settings.
10. How we protect your information
We use appropriate technical and organisational measures to keep your information safe. These include password-protected and access-restricted accounts and devices, two-step verification where available, and only sharing information with people who need it.
11. Your rights
Under UK data protection law you have the right to:
- Access the personal information we hold about you
- Ask us to correct inaccurate or incomplete information
- Ask us to delete your information
- Ask us to restrict how we use your information
- Object to how we use your information, including an absolute right to object to direct marketing
- Data portability: receive certain information in a reusable format
- Withdraw consent at any time, where we rely on consent. This doesn't affect anything we did before you withdrew it.
To use any of these rights, email us at havenhomess@outlook.com. We'll respond within one month. We may need to confirm your identity first. There's usually no charge.
12. Complaints
If you're unhappy with how we've handled your information, please contact us first at havenhomess@outlook.com. We'll acknowledge your complaint within 30 days and do our best to put things right.
You also have the right to complain to the Information Commissioner's Office (ICO), the UK data protection regulator:
- Website: ico.org.uk/make-a-complaint
- Helpline: 0303 123 1113
13. Children
Our services are for adults. We don't knowingly collect information from anyone under 18.
14. Changes to this policy
We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated at the top.