Your privacy is important to us
This statement explains how we collect, use, transfer and store your personal data. We encourage you to read this
LAST UPDATED: MAY 2018
At Love Landlord we’re committed to ensuring your privacy is protected. This notice applies to LoveLandlord Limited , ICO Registration:
When we refer to "LL", "we", "us", and "our", we mean our data controller, as appropriate.
By "you" or "your" we mean any individual, company, sole trader or partnership that receives services from us, uses our website or otherwise interacts with the LL business.
This notice provides important information about how we handle your personal information and the steps you can take to control it. If you have any questions, comments or concerns about any aspect of this notice, please contact us. See section 10.
1. What information do we collect and how do we do it?
We, or third parties on our behalf, collect your personal information when you use our website, communicate with us by phone, letter, email, social media or in person, receive our products and/or services, or request to join schemes which you are eligible for. We may collect the following personal information and we refer to this as "personal information" throughout this notice:
- your name;
- billing address;
- supply address;
- telephone numbers;
- e-mail addresses;
- date of birth;
- details of a secondary contact (e.g. name and phone number);
- energy usage (e.g. meter readings and units of gas and electricity used over a period of time);
- permissions (e.g. we will record if you have consented to e-mail marketing);
- your preferences;
- if you are a homeowner or renter;
- survey responses;
- information about any other accounts you hold for gas, electricity, broadband /phone, including name of the supplier / payment methods
- for electricity customers, your Meter Point Administration Number (MPAN) to identify your electricity supply;
- for gas customers, your Meter Point Reference Number (MPRN), that identifies your gas supply;
- for broadband customers, your Migration Authorisation Code, that provides important information about your internet connection;
- If you engage with us through social media, we collect your name and store a link to your relevant social media profile, which we combine with details of your previous correspondence with us;
- if you register an account for services with us, we create and record customer ID numbers for you and record the date of your application. We need this personal information so we can provide services and/or products to you. If you don’t provide us with that personal information
you may not be able to access certain products and/or services.
2. How do we use your personal information?
2.1 We, or third parties on our behalf, collect, use and store the personal information collected about you to:
(a) Provide, or obtain on your behalf, relevant products and/or services, benefits, and rewards;
(b) Respond to any enquiries or issues you have;
(c) Identify you;
(d) Detect and prevent crime, fraud or loss;
(e) Contact you, or authorised third parties, about our services and/or products, such as sending you information when you sign up, service announcements and administrative messages;
(f) Train our staff and improve our products and services, which may mean that we monitor and record communications that we have with you including phone conversations, emails, SMSs and web chats;
(g) Conduct, and contact you in relation to, market research e.g. through customer satisfaction surveys and questionnaires.
(h) Identify offers and advice tailored to your needs or lifestyle;
(i) Ensure the health and safety of you, our staff, contractors and partners;
(j) Make decisions about the products and/or services and terms and conditions that we can offer to you e.g. other landlord benefits;
(k) Make personal projections about the amount of energy you are likely to use in a given period;
(l) Use information collected from your visit to our website for administrative purposes; for troubleshooting, data analysis, testing, research and statistical and survey purposes; to ensure content is presented in an effective manner; and to enable you to participate in interactive features;
(m) Respond to or resolve any enquiries or requests that you may have from social media;
(n) Enable internal corporate reporting, business administration, adequate insurance coverage, the security of company facilities, research and development, and to identify and implement business efficiencies;
(o) Comply with any procedures, laws and regulations which apply to us – including where we reasonably consider it is in our (or others) legitimate interests to comply; and
(p) Establish, exercise or defend our legal rights – including where we reasonably consider it is in our (or others) legitimate interests.
2.2 Marketing Communications
Unless you’ve asked us not to, we may contact you in writing, by phone and (where you have consented) via email or SMS with information on products, services and rewards that we, or other selected partners offer. We may use third parties to send marketing communications.
Unless you have asked us not to, we may also use your email address to show you digital advertisements via your social media newsfeed, on search engine results pages, or on other websites.
Unless you have asked us not to, we may profile your data to provide you with marketing and offers that are relevant to you. If you opt out of profiling we will still run analysis that includes your data, but any decisions or marketing output that result from that analysis will not be used to market to you. You will be sent generic marketing that may not be directly relevant to you.
To opt out of receiving marketing messages, or to object to our use of profiling for direct marketing purposes, contact us at any time using the details in section 10.
3. How do we use your sensitive personal information?
We treat some of the information that we collect about you as being particularly sensitive, such as requirements for your welfare. We will use this information in the following ways:
(a) provide products and/or services to you in the most appropriate way e.g. if you require large print format;
(b) provide you with the most appropriate customer experience when you attend an LL event.
4. What information do we receive from third party sources?
We may also receive your personal information from the following third party sources:
(a) Energy suppliers – including meter readings, equipment and payments from your existing energy supplier when you ask to switch your account to us. We may also receive details of suspected fraud or energy theft for the purposes of identifying and preventing fraud or crime;
(b) Data providers – we collect information from third party data providers, including aggregated geo-demographic and lifestyle data, and combine this with account information to conduct statistical analysis. These customer insights help us to plan our marketing activities and conduct market research and business development;
(c) Councils, local authorities, energy and water companies – we may receive information about the status of your tenancy change or other queries (eg. feedback on meter reads used);
(d) Letting agents, landlords and tenants; may provide tenancy change information, meter readings , names and addresses, email, phone number.
(e) Third party introducers (such as affiliates) to set up an account for you and to provide the services that you have requested;
Legal Bases for Processing
We’ve assessed that the legal bases for using your personal information as set out in this notice are as follows:
(a) Contract – our use of your personal information is necessary to perform our obligations under any contract we have with you; or
(b) Legal Obligations – our use of your personal information is necessary for complying with our legal obligations; or
(c) Our Legitimate Interests – to:
(i) Run, grow and develop our business;
(ii) Detect and prevent fraud;
(iii) Enhance the security of our network and information systems;
(iv) Ensure that our own processes, procedures and systems are as efficient as possible;
(v) Better understand how people interact with our website;
(vi) Analyse and enhance the information that we collect;
(vii) Determine the effectiveness of our promotional campaigns and advertising; and
(viii) Enhance, modify, personalise or otherwise improve our services and communications for the benefit of our customers.
If you have concerns about the processing activities based on our legitimate interests, please see section 10.
(d) Consent – In the following specific circumstances we rely on your consent to use your personal information in a particular way:
(i) we use information about vulnerabilities to ensure the welfare of you or your household, or to provide our products and services in the most appropriate way for you; or
(ii) to send you marketing information by email or SMS.
If we rely on your consent in these ways, but you later change your mind, you may withdraw your consent by contacting us using the details in section 10 and we will stop doing so.
5. Who do we share your personal information with?
We will share your personal information with the following categories of third parties:
(a) our third party suppliers, partners and sub-contractors that provide, review and/or receive services in relation to our website, services and/or products, which include: payment processors; suppliers of technical, support and installation services; insurers; logistics providers; security providers; cloud services providers; research agencies; broadband and phone line suppliers;water companies , energy suppliers, councils.
(b) where appropriate, landlords, or letting agents who may require information about you or your premises, or who introduced you to LL;
(c) if we’re under a duty to disclose your information in order to comply with any legal obligation, government or law enforcement officials as
may be required to meet national security or law enforcement requirements or prevent illegal activity;
(d) third parties that help us with advertising and marketing. For example, we share limited personal information with the following third parties who serve advertising on their platforms on our behalf: Facebook and Google Adwords;
(e) relevant gas transporters, metering agents or network operators;
(f) if we sell, merge, or perform any internal re-organisations in relation to any of our (or any third party's) business or assets, the personal information will be one of the transferred assets to the relevant buyer and/or new data controller of such business or assets;
(g) any third party where required to:
(i) enforce or apply our terms and conditions or any other agreement or to respond to any claims, to protect our rights or the rights of a third party, to protect the safety of any person or to prevent any illegal activity; and
(ii) protect the rights, property or safety of LL, our staff, customers or others.
6. How is your personal information transferred outside of the EEA
6.1 We, or a third party who we share personal information with, may host, store and handle that personal information outside of the European Economic Area (EEA).
6.2 We will only permit this to happen if adequate safeguards have been put in place to protect your personal information. This means that we will:
(a) ensure that the country in which your personal information will be handled has been deemed "adequate" by the European Commission under Article 45 of the General Data Protection Regulation (GDPR);
(b) include standard data protection clauses approved by the European Commission for transferring personal information outside the EEA into our contracts with those third parties (these are the clauses approved under Article 46.2 of the GDPR); or
(c) (in the case of transfers from the EEA to the USA), ensure that the recipient of the personal information has certified with the US-EU Privacy Shield Framework, as permitted by Article 46.2 of the GPDR.
7. How long do we hold your personal information?
7.1 We keep your personal information for no longer than is necessary of the purposes for which the personal information is processed. The length of time we retain it for depends on the purposes for which we use it and/or as required to comply with applicable laws and to establish, exercise or defend our legal rights.
7.2 This means that some of your personal information will be kept for a short time e.g. we may keep copies of correspondence and complaints for up to three years following resolution. Other information may be kept for a longer period of time, e.g. we keep details of your address for a period of up to six years after your account has settled (but for a shorter period if that is possible).
8. How will we change this privacy notice?
We may update our privacy notice from time to time. Any changes we make to our privacy notice in the future will be posted on the SSE website and, where appropriate, notified to you by post or email.
9. What choices and rights do you have in relation to your personal information?
9.1 You may contact us using the contact details provided in section 10 to request that we:
(a) confirm whether your personal information is being processed;
(b) provide you with further details about how we process your personal information;
(c) provide you with a copy of any personal information which we hold about you;
(d) where we rely on your consent as a legal basis to justify using your personal information, withdraw your consent to that use;
(e) consider any valid objection to the processing of your personal information (including the right to object to processing where we are relying on our legitimate interests as a legal basis for processing);
(f) ask us to update or delete personal data which we hold about you;
(g) restrict the way that we process your personal data;
(h) consider any valid request to transfer your personal data relating to an energy account to a third party provider of services (data portability); and
(i) where we carry out automated decision-making that has legal or similarly significant effects on you, ensure that we manually review that decision, provide an explanation of that decision and/or consider your appeal of that decision.
9.2 We will consider all those requests.
However, certain personal information may be exempt from those requests in certain circumstances, which may include needing to keep processing your personal information for our legitimate interests or to comply with a legal obligation.
9.3 If an exemption applies, we will tell you this when responding to your request.
We may ask you to provide us with information necessary to confirm your identity before responding.
10. How can you contact us?
(a) If you would like to contact us in relation to your rights or how we’ve handled your information, please email us on email@example.com
(b) If you would like to contact our Data Protection Officer, you may do so using the following details:
Phone: 0800 612 6875
Postal: Data Protection Officer, LoveLandlord, 5 Parsonage, Manchester, M3 2HS.