Privacy Policy

Moove House Limited (“Moove”, "Moovehub", “we”, “us”, “our”) respect you and your right to privacy. We are committed to ensuring that your data is kept securely. This Privacy Policy explains how and why we may process personal data about you and the rights you have.

General Overview

Please read the following policy carefully to understand how we will treat your personal data.

Moove is responsible for processing your personal data, and you may contact us via [email protected] regarding any concerns regarding privacy or to exercise any of your rights.

This policy applies to all users of the Moovehub platform, sites falling under the moovehub.co.uk, moove.house and mve.cx domains, and externally when you interact with Moovehub (for example, via social media or customer service interactions).

Throughout this policy, we refer to “platforms”. This includes, but is not limited to, our customer portal, websites, tools (e.g. valuation tools), property listing pages.

Information we collect about you

We collect personal information about you at various stages of your interactions with Moovehub via our websites, email, phone or other forms of communication. This includes, but is not limited to, when you register an account, list your house for sale, book a viewing etc.

When you provide your personal information to us, you are consenting to the processing of your information as set out in this policy.

You are not required to provide us with any of your personal information but, if you choose not to, we may be unable to provide our services to you.

Types of personal information you give us may include: your name, email address, phone number, date of birth, addresses, copies of conveyancing correspondence, copies of identity documents (e.g. drivers licence, passport), copies of evidence to ascertain proof of funds (e.g. bank statements, utility bills), information you provide via customer service interactions (email, web chat, telephone), IP addresses, verbal communication with staff members.

When you visit our site or use our platforms, we may collect information about how you use it: pages viewed, length of time, referrer, information you viewed or searched for, page speed, errors, how you interact with our websites, browser information, operating system.

If you contact us or we contact you by phone, calls may be recorded for training, quality assurance, and dispute resolution purposes.

How we use your information

For the information you give to us:

• To carry out any obligations arising from contracts entered between you and us
• To provide you with products and services
• To notify you of changes to our services
• To provide you with information about our services or updates that we think are relevant to you via email, SMS. You can change your marketing preferences at any time by following the links in the bottom of marketing emails, or by contacting us.
• To provide you with messages as required for the use of our services – including emails, SMS, in-app messaging – this may include notifications, changes, features or updates to T&Cs – these are transactional and are required

For the information we collect from you:

• To ensure our site is functioning properly, and for internal use – including troubleshooting, analysis and testing
• To allow you to use the services
• To monitor our sites for security and safety
• To understand and make suggestions on services that may be relevant to you
• To record and review calls for training, quality assurance and dispute resolution purposes

Information we collect from landlords

If you are a landlord using our tenant find or fully managed lettings service, we collect additional personal information from you that is specific to letting a property. This is needed so we can market your property, find and reference tenants, manage the tenancy, and meet our legal and regulatory obligations.

This may include:

• Proof of identity and address, for anti-money laundering and Right to Rent purposes
• Proof of property ownership, and mortgage lender consent to let where applicable
• Bank account details, so we can pay rent and any other funds due to you
• Property compliance certificates and documents, such as EPCs, gas safety certificates (CP12), electrical safety certificates (EICR), and other safety or regulatory documentation
• Details of your tax residency status, where relevant to the Non-Resident Landlord (NRL) scheme
• Correspondence relating to your property and tenancy, including instructions, maintenance requests, and complaints

Bank details you provide to us are encrypted at rest and access is restricted to authorised staff only.

How we use landlord information

In addition to the uses set out above, where you use our tenant find or managed lettings service we use your information to:

• Market your property and manage enquiries from prospective tenants
• Carry out tenant referencing and Right to Rent checks
• Prepare tenancy agreements and statutory notices
• Collect rent from tenants and pay it on to you, less any fees due, where you use our managed service
• Arrange and coordinate repairs and maintenance with contractors, where you use our managed service
• Meet our obligations to HMRC, including under the Non-Resident Landlord scheme where applicable
• Meet our obligations as a member of a Client Money Protection scheme and a redress scheme

Sharing tenant information with landlords

If you are a tenant or prospective tenant and apply for a property marketed under our tenant find or managed lettings service, we share certain personal information about you with the landlord of that property. This is necessary so the landlord can decide whether to proceed with your tenancy and, where applicable, exercise their rights and obligations as landlord during the tenancy.

This may include:

• Your name, contact details, and date of birth
• Your full referencing report, including employment and income information, previous landlord references, and credit history
• Right to Rent check outcomes
• Details of any guarantor
• Information relevant to managing the tenancy, such as maintenance requests, complaints, or arrears

Information we collect from tenants

If you are a tenant or prospective tenant of a property marketed under our tenant find or managed lettings service, we collect additional personal information from you throughout your tenancy. This is needed so we can reference you, manage your tenancy, and meet our legal and regulatory obligations.

This may include:

• Referencing information, including employment and income details, previous landlord references, and credit history
• Copies of identity documents for Right to Rent checks, including facial images used for identity verification
• Details of any guarantor, where a guarantor is required
• Records relating to rent payments and arrears
• Deposit details, including registration of your deposit with a government-approved tenancy deposit scheme
• Correspondence relating to your tenancy, including maintenance requests, complaints, and any notices served in connection with the tenancy

How we use tenant information

In addition to the uses set out above, where you are a tenant of a property marketed under our tenant find or managed lettings service, we use your information to:

• Carry out referencing and Right to Rent checks
• Prepare tenancy agreements and statutory notices
• Collect and process rent payments, and manage arrears where they arise
• Register and protect your deposit with a government-approved tenancy deposit scheme, where applicable
• Coordinate repairs and maintenance with contractors, where you use our managed service
• Meet our obligations as a member of a Client Money Protection scheme and a redress scheme

Disclosure of your information

Depending on your status with Moove, we may share your personal information with:

• Property sellers – for example: if you request a viewing, or send an offer
• Prospective buyers – for example: to facilitate viewings and offers
• Landlords – for example: if you have completed a tenancy application

Where you are a landlord using our tenant find or managed lettings service, we may also share your personal information with:

• Tenants, where information is necessary for the tenancy, such as your contact details or bank details for rent
• Contractors, for the purpose of arranging repairs and maintenance to your property, where you use our managed service
• HMRC, where required under the Non-Resident Landlord scheme or other tax obligations

Where you are a tenant of a property marketed under our tenant find or managed lettings service, we may also share your personal information with:

• Your landlord, as set out above
• A government-approved tenancy deposit scheme, where your deposit is registered
• Contractors, for the purpose of arranging repairs and maintenance to the property, where you use our managed service

Moovehub may also share your personal information with:

• Vetted third parties, such as partners, contractors and suppliers
• Third party data processors for the facilitation of our services: such as cloud service providers, software providers, payment providers
• Third parties in the event of the sale of acquisition of any business or assets
• Authorities or third parties where we have to comply with a legal obligations, or to enforce our terms & conditions, or to protect the rights of our property, or to protect our safety, customer safety or others.

We won’t share your personal data with third parties for marketing purposes.

We use Stripe for identity document verification. Stripe collects identity document images, facial images, ID numbers and addresses as well as advanced fraud signals and information about the devices that connect to its services. Stripe shares this information with us and also uses this information to operate and improve the services it provides, including for fraud detection. You may also choose to allow Stripe to use your data to improve Stripe’s biometric verification technology. You can learn more about Stripe and read its privacy policy at https://stripe.com/privacy.

If you are a tenant and put forward for referencing, we may share your personal information with credit reference agencies to verify your financial suitability and creditworthiness. This may include your name, date of birth, address, and other relevant details required for the referencing process.

How we secure your information

All information Moove collects is stored on secure servers, hosted in a UK data centre. You are responsible for keeping your account login secure, and request that you do not share login links or give out access to your account.

From time to time, it may be necessary to transfer your information outside of the EEA. By submitting your personal information, you agree to this. We will ensure your data is kept secure and in line with this policy.

Information we store is kept securely in our infrastructure, with access limited to those who need it. Those who may access the data are bound by strict confidentiality agreements. We use best practices and software tooling to ensure our infrastructure is kept secure and monitor for threats.

Whilst unfortunately sending information over the internet cannot guarantee security, we will do our best to protect your data. We cannot guarantee security of the data sent to our website or platform, you are sending data to us at your own risk.

How long we will store your information

We will only keep your personal data for as long as necessary. Details of which are as follows:

• Your name, contact details for 3 years after you last contact us – if you are not an account holder, otherwise this is from your last action
• Information relating to the services we provide to you – 8 years from the last action
• Financial & Identification data – 6 years from the last action or end of relationship
• Records relating to court proceedings, notices served, or possession claims, for the applicable litigation limitation period from the end of proceedings

Your Rights

You have the right to be informed about how Moove processes your personal data, which is typically outlined via this privacy policy. You are also entitled to request a copy of the personal data we have about you, with certain exceptions. We may also need to make sure the request has come from you.

You have the right to ask for immediate correction of any personal data we hold about you that is inaccurate or incomplete. You can ask for your personal data to be deleted when it’s no longer necessary, when the law requires us to do so, or if the processing is illegal. You can also request deletion if you withdraw your consent or object to the data processing. However, there may be some exceptions to this.

In certain situations, you have the right to limit the processing of your personal data. We may continue to store your information but stop using it.

You have the right to receive your personal information in a structured, machine-readable format for yourself, or to request us to share it with a third party.

You can object to our processing of your personal data if it’s based on legitimate interests and if your privacy rights override our reasons for such interests.

Moove does not make any automated decisions that meet the threshold of GDPR provision, but you have the right to reject not to be subjected to automated decisions.

Complaints

If you are unhappy with the way we have used your personal data, please contact us to discuss this using the contact information set out below. You are entitled to make a complaint with the Information Commissioner’s Office (ICO) (www.ico.org.uk) – our registration number is ZB688534. Whilst there is no requirement for you to do so, we would encourage you to contact us first to discuss any concerns so that we can address them before you contact the ICO.

Changes to this policy

We may make changes to this policy from time to time. The best way to check for changes is to revisit this webpage. We can email you a copy of this policy upon request. When we update the policy, we will update the “effective from” date, shown at the top. You will be deemed to accept such changes from your continued use of our platforms and services.

Contact us

For any concerns or queries, please contact us via email: [email protected].

Data Protection Officer

Moove
Connect Studio
105 Chorley Old Road
Bolton
BL1 3AS

[email protected]