Privacy & Cookies Notice

1. Who we are

ELITE Housing Disrepair ("ELITE", "we", "us", "our") helps council and housing association tenants across England and Wales force repairs and claim compensation. ELITE Housing Disrepair operates under ELITE Field Marketing Ltd, registered in England & Wales, company no. 16619026. Registered office: Unit 5, Albert Edward House, The Pavilions, Ashton-on-Ribble, Lancashire PR2 2YB.

For the personal data described in this notice ELITE acts as the data controller. Where your claim is passed to a panel solicitor, that firm becomes a separate controller for the data it holds and will provide its own privacy notice.

Questions about this notice, or to exercise your rights, contact us at info@elitehousingdisrepair.co.uk. We are registered with the Information Commissioner's Office under registration ZC235634.

2. The personal data we collect

Website visitors: IP address, device and browser data, pages viewed, referral source, approximate location and cookie identifiers.

Claim enquiries and eligibility checks: your name, phone number, email address, postcode, tenancy type, landlord details, the disrepair issues affecting your home, when you reported them, and any photos or videos of the disrepair you choose to upload.

Health and household information: where relevant to your claim you may tell us about health conditions made worse by the disrepair, or about children or vulnerable people living in the property. Health data is special category data and is only processed with your explicit consent.

Correspondence: notes of calls, emails, WhatsApp messages and other communications with our team.

3. How we use your data and our lawful basis

Assessing your eligibility and responding to your enquiry, consent and our legitimate interests in managing our business and responding to you.

Referring your claim to a panel of SRA-regulated solicitors, consent and steps taken at your request prior to entering a contract.

Special category health information used to support your claim, explicit consent, and establishing, exercising or defending legal claims.

Website analytics and improvement, consent (where cookies are non essential) and legitimate interests.

Compliance, quality assurance, call recording and complaint handling, legal obligation and legitimate interests in protecting consumers.

4. Sharing your data

We share personal data only where necessary, with: our panel of SRA-regulated solicitors who assess and run your claim; independent surveyors and medical experts instructed on your claim; vetted service providers acting as processors under written contracts (for example hosting, CRM, telephony, email and analytics providers); and regulators, auditors and law enforcement where we are legally required to do so.

We do not sell your personal data.

5. International transfers

Where a provider stores data outside the UK, we rely on UK adequacy regulations or on the ICO's International Data Transfer Agreement (or the UK addendum to the EU Standard Contractual Clauses), together with appropriate supplementary safeguards.

6. How long we keep data

We retain personal data only for as long as needed for the purpose it was collected, to meet legal or regulatory obligations, or to defend legal claims.

Enquiries that do not proceed to a claim: up to 24 months from last contact. Claims referred to a solicitor: 6 years from the conclusion of the claim. Call recordings: up to 12 months. Financial records: 6 years, in line with UK tax legislation.

7. Your rights

Under UK GDPR you have the right to be informed about how we use your data; to request access to a copy of your data; to request correction of inaccurate data; to request erasure, restriction or objection to processing; to data portability where the legal basis is consent or contract; and to withdraw consent at any time, without affecting prior processing.

To exercise any of these rights, email info@elitehousingdisrepair.co.uk. You also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk, though we would ask that you contact us first so we can try to resolve things.

8. Cookies

A cookie is a small text file placed on your device when you visit a website. We use cookies and similar technologies in line with the Privacy and Electronic Communications Regulations (PECR) and UK GDPR.

Strictly necessary cookies are required for the site to work (for example security, form submission and load balancing). These do not require consent. Analytics and performance cookies help us understand how the site is used so we can improve it, and are set only with your consent. Functional cookies remember preferences such as region or language, and are set only with your consent. Marketing cookies measure the performance of our advertising and are set only with your consent.

You can accept, reject or change your cookie preferences at any time using the cookie banner or your browser settings. Most browsers let you block or delete cookies; guidance is available at aboutcookies.org. Blocking strictly necessary cookies may stop parts of the site from working.

9. Marketing communications

We will only contact you about your claim, or send you marketing messages, where you have asked us to or where we are permitted to do so. You can opt out at any time by replying STOP to a text, using the unsubscribe link in an email, or emailing us.

10. Security

We use appropriate technical and organisational measures to protect personal data, including access controls, encryption in transit, staff training and vetted suppliers. No system is 100% secure; if we become aware of a personal data breach that is likely to result in a risk to your rights and freedoms, we will notify the ICO and, where required, you.

11. Changes to this notice

We may update this notice from time to time. The “last updated” date at the top of the page will reflect the latest change. Material changes will be highlighted on this page.

12. Contact

ELITE Housing Disrepair, Unit 5, Albert Edward House, The Pavilions, Ashton-on-Ribble, Lancashire PR2 2YB.

Email: info@elitehousingdisrepair.co.uk. Telephone: 0121 288 2999.