Who is responsible for your information
Letline is operated by Keswick Estates Ltd, which is the data controller for the personal information described in this policy.
Questions or requests can be sent to info@keswickestates.co.uk.
Information we collect
Account and contact information
- Email address and password-based account details.
- For landlords and agents: name, company name and verification status.
- Records of consent to this privacy policy.
Renter profiles
- Name, email address, postcode, town, chosen search radius or map area.
- Maximum rent, minimum bedrooms, intended move date, employment status and annual income.
- Details you choose to give about your household, rental history, guarantor or previous landlord when those parts of the service are used.
Checks and uploaded documents
- Identity or passport documents.
- Proof of income.
- Credit reports and any credit score entered after review.
- Right to Rent documents or a Home Office share code.
- Review results, status notes and the date a check was completed.
These files may contain sensitive information. Please upload only the pages and details needed for the stated check.
Property, match and viewing information
- Property address or postcode, rent, bedroom count, description, photographs and a landlord's message to a renter.
- Whether a renter is interested in a shared property.
- Viewing date and time requests, notes, alternative times, host choice and status.
- Letting progression records, requested documents and tenancy or guarantor agreement status.
- Referral email addresses and referral status where a landlord uses a referral link.
Fees and service orders
- Fee type, amount, payment status, invoice status and related service or property reference.
- Details of a Full let order, including property details, photographs and whether an agreement add-on is requested.
Letline currently records fees and invoice status but does not take card payments on the website.
Technical information
Our hosting and authentication providers may process ordinary technical records such as IP address, browser or device information, request logs and security events when you visit or use Letline.
How and why we use information
| Purpose | UK GDPR lawful basis |
|---|---|
| Create and secure accounts; publish and manage renter or landlord profiles; share properties; handle responses and viewing requests. | Performance of a contract, or steps requested before entering a contract. |
| Verify landlords, review identity, income, credit and Right to Rent information, prevent misuse and keep the service secure. | Our legitimate interests in operating a trusted and secure lettings service. Where a legal duty applies, compliance with that duty. |
| Send account verification, match, viewing, progression and service emails. | Performance of a contract and our legitimate interests in providing requested service updates. |
| Administer fees, invoices, referrals and service orders, and keep accounting records. | Performance of a contract, legitimate interests in running the service, and compliance with legal obligations. |
| Establish, exercise or defend legal claims, and respond to regulators or law enforcement where required. | Legitimate interests and compliance with legal obligations. |
Who can see your information
Verified landlords and agents
A verified landlord searching Letline sees a shortened renter name, such as first name and surname initial, together with search area, income, maximum rent, bedroom need, move date and document or credit-check status. Uploaded documents, email address, full postcode and Home Office share code are not shown in the search results.
A landlord may privately share a property and photographs with a chosen renter. If the renter accepts and requests a viewing, the landlord receives the information needed to handle that request. Full contact details are intended to be released only as the match progresses, rather than in the initial applicant search.
Renters
A renter sees property information and photographs privately shared with their account, together with viewing updates relating to that match.
Keswick Estates administrators
Authorised administrators can access the information needed to verify accounts and documents, administer matches, viewings, fees, referrals, Full let orders and letting progression.
Service providers
- Supabase provides account authentication, database hosting and private file storage. The Letline project is hosted in Supabase's London region (eu-west-2).
- Cloudflare hosts and delivers the Letline website and provides security and delivery services.
- Resend provides transactional email delivery for Letline account and service messages.
- Google Gemini is used when an authorised administrator starts an AI review of an uploaded document. It returns an extraction and comparison to assist the human review.
- BoldSign may be used to prepare and manage tenancy or guarantor agreements when that feature is used. Agreements are not automatically sent.
- Postcodes.io converts UK postcodes into approximate location data for area matching, and OpenStreetMap map tiles are used when a renter draws a search area.
We may also disclose information where the law requires it, to protect legal rights, or in connection with a sale or reorganisation of the business with appropriate safeguards.
International transfers
The main Supabase database and storage are in London. Some other providers named above may process information outside the UK. Where personal information is transferred internationally, we require an approved UK transfer safeguard, such as UK adequacy regulations, the UK International Data Transfer Agreement or the UK Addendum to standard contractual clauses, as applicable.
How long we keep information
We keep information only for as long as it is needed for the purpose collected, including to provide the service, meet legal or accounting duties, resolve disputes and protect against fraud.
- Active account, profile, match and progression information is kept while the account or service relationship remains active.
- Uploaded verification documents are reviewed periodically and deleted or anonymised when they are no longer needed for a current application, verification, legal duty or claim.
- Fee, invoice and transaction records may be kept for up to six years after the end of the relevant accounting period where required for tax and accounting purposes.
- Backups and security logs may remain for a limited period before being overwritten.
You may ask us to close your account or delete information. We may need to keep limited records where the law requires it or where needed for a legal claim.
Security
We use measures designed to protect personal information, including verified email accounts, access controls, private document storage, administrator-only review tools, encrypted HTTPS connections and security headers. No online service can guarantee absolute security. Contact us promptly if you believe an account or document has been accessed without permission.
Your rights
Under UK data protection law, you may have the right to:
- ask for a copy of your personal information;
- correct information that is inaccurate or incomplete;
- ask us to delete information;
- restrict or object to certain uses;
- receive information you provided in a portable format;
- withdraw consent where we rely on consent; and
- ask for human review of a decision based solely on automated processing. Letline does not use automated review as the final verification decision.
These rights can depend on the circumstances and may be limited by law. To exercise a right, email info@keswickestates.co.uk. We may need to verify your identity before responding.
Complaints
Please contact us first so we can try to put things right. You also have the right to complain to the Information Commissioner's Office (ICO), the UK data protection regulator. Visit ico.org.uk or call 0303 123 1113.
Changes to this policy
We may update this policy when Letline changes or when the law or our providers change. The current version will be published on this page with its updated date.