One London Privacy and Cookies Policy

WHO WE ARE

One London Estate Limited, trading as One London (“we”, “us” or “our”), provides residential sales, lettings and property management services.

We are responsible for deciding how personal information is used when we act as a data controller.

Our contact details are:

    • One London Estate Limited, International House, 6 South Molton Street, London, W1K 5QF
    • Email: info@one-london.uk
    • Company number: 13766658
    • ICO registration number: ZB308849

This policy explains how we handle personal information relating to our website visitors, applicants, buyers, sellers, landlords, tenants, guarantors and other business contacts.

INFORMATION WE COLLECT

Depending on your relationship with us, we may collect:

    • Contact information: your name, postal address, email address and telephone number.
    • Property requirements: preferred locations, budget, desired moving dates and viewing feedback.
    • Property information: ownership details, addresses, photographs, floor plans, access arrangements and instructions.
    • Identity and compliance information: identification documents, date of birth, address history and information needed for identity, anti-money laundering, sanctions or Right to Rent checks where applicable.
    • Financial and referencing information: employment details, income, references, affordability information, proof of funds, source of funds and relevant bank details.
    • Transaction and management records: offers, agreements, tenancy information, payments, deposits, inspections, repairs and correspondence.
    • Website information: IP address, device and browser information, pages visited and cookie preferences, depending on the technologies enabled and your choices.
    • Communication records: emails, messages, enquiry forms and notes of telephone conversations.

Please avoid sending sensitive documents or financial information unless we request them through an appropriate channel.

WHERE YOUR INFORMATION COMES FROM

We may receive personal information directly from you when you contact us, register your requirements, request a valuation, attend a viewing or use our services.

We may also receive relevant information from:

    • Property portals and enquiry platforms.
    • Landlords, tenants, buyers, sellers and guarantors.
    • Solicitors, other agents and authorised representatives.
    • Referencing, identity verification and compliance providers.
    • Contractors, building managers and concierges.
    • Introducers and referral partners.
    • Public sources, including HM Land Registry and Companies House.

Where we obtain information indirectly, we will provide appropriate privacy information as required by law.

If you give us someone else’s information, please ensure you are entitled to share it and make them aware of this policy.

WHY WE USE YOUR INFORMATION

We use your personal information to respond to enquiries, arrange valuations and viewings, and help you find a suitable property. Our lawful basis is our legitimate interest in responding to requests and operating our business, or taking steps at your request before entering into a contract.

When you instruct us, we use your information to provide our sales, lettings or property management services and fulfil our contract with you.

We also use information to communicate with the people involved in a transaction or tenancy, assess applications, arrange referencing, coordinate inspections and repairs, and maintain property records. Depending on our role, this processing is necessary to perform our contract or supports our legitimate interests in progressing transactions, managing properties and reducing risk.

We process information to meet applicable legal obligations, including identity, anti-money laundering, sanctions and Right to Rent checks where required. We also use relevant information to administer payments, deposits and accounts, relying on our contractual duties, legal obligations or legitimate interests, as appropriate.

When instructed to market a property, we use agreed property details, photographs and other marketing materials to carry out our contract and support our legitimate interest in promoting the property.

We may use your contact details to send requested property alerts, market updates and information about our services. We rely on consent or another lawful basis permitted by applicable marketing rules. You can opt out of marketing at any time.

We use information to investigate complaints, prevent fraud, manage risks and establish or defend legal claims. This processing is based on our legal obligations or legitimate interests in protecting our business, clients and others.

We may process technical information to maintain website security and improve our services. We rely on legitimate interests where appropriate and obtain consent for cookies and similar technologies where required.

Where we rely on legitimate interests, we consider the effect on your rights and interests.

If information is required by law or is necessary to enter into or perform a contract, we will explain this where relevant. Without that information, we may be unable to proceed with a transaction or provide a service.

If we need to process health information or other specially protected information, we will identify an additional legal condition and explain the purpose as appropriate.

PROPERTY ADVERTISING

When instructed to market a property, we may publish agreed particulars, photographs, videos and floor plans on our website, property portals, social media and other marketing channels.

Published information may be accessible worldwide and may be copied or retained by others.

Please tell us before publication if photographs or other materials reveal personal belongings, identifying information or security details that require attention.

WHO WE SHARE INFORMATION WITH

We share information where necessary and appropriate for the relevant purpose. Recipients may include:

    • Parties to a proposed or completed property transaction and their authorised representatives.
    • Solicitors, surveyors, lenders and other professional advisers.
    • Referencing, identity verification, anti-money laundering and fraud prevention providers.
    • Deposit protection schemes, insurers and rent protection providers.
    • Contractors, inventory clerks, photographers and viewing staff.
    • Building managers, concierges and utility providers where relevant.
    • Property portals and marketing service providers.
    • CRM, accounting, email, cloud storage, website hosting and electronic signature providers.
    • Regulators, law enforcement bodies, courts and redress organisations where required or justified.
    • Professional advisers and prospective buyers of our business, subject to appropriate confidentiality and data protection arrangements.

We use Street.co.uk to support our agency operations. Other providers may be used for particular services.

Some recipients process information on our instructions; others are independently responsible for their use of it and have their own privacy notices.

We do not sell personal information to third parties for their independent marketing.

MARKETING AND PROPERTY ALERTS

We may send property alerts, market updates and information about our services where permitted by law.

Where consent is required for electronic marketing, we will obtain it before sending those messages. Where a lawful existing-customer exception applies, we will provide the required opportunity to opt out.

You can unsubscribe using the link in a marketing email or contact arun@one-london.uk.

Stopping marketing does not prevent us from sending necessary messages about an ongoing instruction, tenancy, payment or transaction.

We may keep a limited suppression record to ensure we respect your marketing preferences.

TELEPHONE COMMUNICATIONS & AI TECHNOLOGY

One London Estate Limited may use telephone recording, transcription and AI-assisted communication systems to manage enquiries, maintain records and support the delivery of our services.

Relevant call recordings, transcripts and summaries may be processed by authorised third-party service providers and stored within our CRM system.

All personal information will be handled in accordance with our Privacy Policy and applicable data protection legislation.

INTERNATIONAL TRANSFERS

Some service providers may store or access personal information outside the United Kingdom.

Where this involves a restricted international transfer, we will use a lawful transfer mechanism. Depending on the circumstances, this may include UK adequacy regulations or appropriate contractual safeguards, together with any required assessment.

You can contact us for information about the safeguards relevant to your information.

HOW LONG WE KEEP INFORMATION

We retain personal information for as long as necessary for the purpose for which it was collected, taking account of legal requirements, contractual obligations and the need to resolve disputes.

Our retention decisions consider:

    • Whether an enquiry, instruction, tenancy or management relationship remains active.
    • Applicable accounting, tax, deposit and compliance requirements.
    • Relevant periods for bringing or defending legal claims.
    • Whether marketing consent remains valid and whether a contact is still active.
    • Whether information can be securely deleted or anonymised.

We may retain relevant records for longer where necessary for an ongoing complaint, investigation or legal claim.

KEEPING INFORMATION SECURE

We use appropriate organisational and technical measures to protect personal information, including access restrictions and safeguards appropriate to the systems we use.

Access is limited to people who need information for their work.

No online system or transmission method is completely secure. Please contact us promptly if you believe information held by us has been compromised.

If you receive an unexpected request to change bank details or make a payment, verify it using contact details you already trust.

YOUR RIGHTS

Depending on the circumstances, you may have rights to:

    • Obtain a copy of your personal information.
    • Correct inaccurate or incomplete information.
    • Request deletion of information.
    • Restrict how information is used.
    • Object to processing based on legitimate interests.
    • Object to direct marketing.
    • Receive certain information in a portable format.
    • Withdraw consent where processing relies on consent.
    • Exercise applicable rights relating to significant automated decisions.

These rights are subject to legal conditions and exceptions. For example, we may need to retain some information to meet legal obligations.

Withdrawing consent does not affect processing carried out lawfully before withdrawal.

To make a request, email arun@one-london.uk. We may ask for proportionate information to confirm your identity.

Requests are normally free of charge. We generally respond within one month, subject to lawful extensions or other adjustments permitted by applicable law.

PRIVACY COMPLAINTS

Please contact us if you have concerns about our handling of your personal information:

    • Email: ainfo@one-london.uk
    • Subject: Privacy Complaint

You also have the right to complain to the Information Commissioner’s Office, the UK data protection regulator:

Website: https://ico.org.uk

You do not need to complete our complaints procedure before contacting the ICO.

COOKIES AND SIMILAR TECHNOLOGIES

Cookies and Similar Technologies

Our website may use cookies and similar technologies, including pixels and browser storage, to ensure the website functions correctly, remember user preferences, understand how visitors interact with our website and improve our services.

Cookies are small text files stored on your device when you visit a website. Some are essential for the website to operate, while others may be used for analytics, performance monitoring or marketing purposes.

Your Cookie Preferences

Where required by law, we will obtain your consent before placing non-essential cookies or using similar technologies.

You can accept, reject or manage optional cookies through our website’s cookie settings, where available. Simply continuing to browse our website does not constitute consent.

You can also manage, block or delete cookies through your browser settings. Please note that disabling certain cookies may affect the functionality of some website features.

Third-Party Cookies

Our website may incorporate third-party services, including embedded videos, maps, property search tools and booking features. These services may use their own cookies or similar technologies.

Where consent is required, these technologies will not be activated until you have provided your consent.

Cookie Information

Details of the cookies and similar technologies used on our website, including their providers, purposes, categories, retention periods and consent requirements, will be made available through our cookie information or settings.

We may update this information from time to time to reflect changes to our website, technology providers or applicable legal requirements.

OTHER WEBSITES

Our website may link to external websites. Their operators are responsible for their own privacy practices.

Please read the relevant privacy notice before submitting information to another organisation.

UPDATES TO THIS POLICY

We review this policy when our services, systems or legal obligations change.

The latest version will be published on our website. Where required, we will bring significant changes to the attention of affected individuals.