Privacy & Cookies Policy

Last updated: 13 August 2026

Castle Homes Property Ltd (“Castle Homes”, “we”, “us” or “our”) respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how we collect, use, store and share personal information when you use our website, contact us, enquire about or apply for a property, become a tenant, landlord, buyer or seller, use our property management or maintenance services, or otherwise deal with Castle Homes.

We process personal information in accordance with applicable UK data protection legislation, including the UK GDPR and the Data Protection Act 2018, as amended from time to time.

1. Who we are

Castle Homes Property Ltd

1 Lingfield Close
Darlington
DL1 1YG

Companies House number: 11968348

Castle Homes provides residential property letting, property management, property sales and property maintenance services.

Depending on the circumstances, Castle Homes may act as a data controller in its own right or may process personal information on behalf of a landlord or other client.

Where another organisation is responsible for determining how and why your personal information is processed, that organisation may also have its own privacy notice and responsibilities under data protection law.

3. How we collect information

We may collect personal information:

• directly from you;

• through our website;

• by telephone, email or other correspondence;

• when you attend a viewing or our offices;

• through property portals and other platforms;

• from landlords, tenants, buyers, sellers and other parties involved in a transaction;

• from referencing providers;

• from identity and anti-money-laundering providers;

• from credit-reference and fraud-prevention services where appropriate;

• from local authorities, government bodies or other organisations where legally permitted;

• from publicly available sources; and

• from other professional advisers or service providers involved in a transaction.

Where we obtain information about you from another source, we will provide appropriate privacy information where required by law.

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4. How we use your information

We use personal information only for lawful and appropriate purposes.

These include the following.

Lettings and property enquiries

We use information supplied by prospective tenants to:

• respond to enquiries;

• understand your requirements;

• identify properties that may be suitable;

• arrange viewings;

• assess applications;

• carry out referencing and identity checks;

• communicate with you about properties;

• enter into and administer tenancies; and

• provide related property services.

Alternative accommodation

If you enquire about or apply for a property that is not suitable for your circumstances, we may consider whether other accommodation available through Castle Homes or through a landlord, property owner or housing provider with whom we have a relevant relationship may be suitable.

For example, an applicant who does not meet the criteria for one privately rented property may potentially be suitable for another type of accommodation.

Where appropriate and lawful, we may:

• identify applicants whose stated circumstances appear potentially suitable;

• contact them about alternative accommodation;

• facilitate contact between the applicant and the relevant landlord or housing provider; and

• provide relevant information to the relevant party where necessary and lawful.

We will not routinely provide an unrestricted database of unsuccessful applicants.

Information used or disclosed for this purpose will be limited to what is reasonably necessary for the particular opportunity.

Where appropriate, we may contact you first and ask whether you are happy for your contact details to be passed to another party.

Property management

We use personal information to:

• manage properties;

• communicate with landlords and tenants;

• administer tenancies;

• administer rent and other payments;

• arrange inspections;

• arrange repairs and maintenance;

• manage complaints and disputes;

• deal with tenancy issues;

• maintain property records; and

• provide services agreed with our clients.

Property sales

Castle Homes also provides property sales and estate agency services.

We may use personal information to:

• provide property valuations and appraisals;

• take and administer sales instructions;

• market properties;

• arrange viewings;

• communicate with prospective buyers and sellers;

• record and communicate offers;

• negotiate transactions;

• progress agreed sales;

• communicate with solicitors, conveyancers and other relevant professionals;

• carry out identity and anti-money-laundering checks;

• comply with legal and regulatory obligations; and

• establish, exercise or defend legal claims.

We may share relevant information with vendors, buyers and other parties involved in a transaction where necessary and lawful to progress the transaction.

Property maintenance

Castle Homes provides property maintenance services, including arranging and carrying out repairs and maintenance.

Where a repair is reported, we may use information such as:

• the tenant’s name;

• property address;

• telephone number;

• email address;

• details of the reported problem;

• photographs or other information relating to the repair; and

• access arrangements.

We use this information to assess, arrange, carry out and record maintenance work.

5. Sharing tenant information with contractors

To arrange and carry out repairs and maintenance, Castle Homes may need to provide relevant tenant information to contractors and subcontractors.

For example, we may provide a contractor with a tenant’s name, property address and contact details so that the contractor can arrange access and carry out a repair.

We will only provide information that is reasonably necessary for the contractor or subcontractor to perform the relevant work.

We will not routinely provide contractors with unrelated information such as tenant income, referencing information or date of birth where that information is not necessary for the maintenance service.

Depending on the nature of the service and the respective responsibilities of the parties, a contractor or subcontractor may act as a processor on behalf of Castle Homes or as an independent controller.

6. Referencing, identity and anti-money-laundering checks

We use specialist third-party services to assist with tenant referencing, identity verification and anti-money-laundering requirements.

We currently use:

Goodlord for tenant referencing and tenant AML and identity-related services.

Landmark Information Group for AML and identity-related services concerning vendors, buyers and landlords.

These providers may process personal information in accordance with their own privacy policies and their contractual arrangements with Castle Homes.

Information used for these checks may include identity information, financial information, address history and other information necessary to complete the relevant checks.

7. Other organisations with whom we may share information

Where necessary and lawful, we may share personal information with:

• landlords and property owners;

• tenants and prospective tenants;

• buyers and sellers;

• housing providers;

• referencing and identity-verification providers;

• anti-money-laundering and fraud-prevention providers;

• contractors and subcontractors;

• solicitors and conveyancers;

• accountants and other professional advisers;

• insurers;

• banks and payment providers;

• property portals;

• IT and software providers;

• government departments and local authorities;

• courts and tribunals;

• law-enforcement agencies; and

• other organisations where sharing is necessary for a lawful property-related purpose.

We will seek to ensure that information is shared only where there is a lawful basis for doing so and that the information shared is adequate, relevant and necessary for the particular purpose.

8. Software and service providers

Castle Homes uses third-party software and service providers to operate its business.

These currently include, amongst others:

• Street – property and customer relationship management;

• PayProp – rent and payment administration;

• Xero – accounting and financial administration;

• Goodlord – tenant referencing and tenant AML/identity-related services; and

• Landmark Information Group – AML and identity-related services.

The providers we use may change as our business develops.

Depending on the particular service, a provider may act as a data processor on behalf of Castle Homes or as an independent data controller.

Where appropriate, we will have suitable contractual and security arrangements in place.

9. Our lawful bases for processing

We will only process personal information where we have a lawful basis under applicable data protection law.

Depending on the circumstances, these may include:

Contract

We may process information where necessary to enter into or perform a contract with you.

Legal obligation

We may process information where necessary to comply with a legal or regulatory obligation, including obligations concerning:

• right to rent;

• anti-money laundering;

• identity verification;

• accounting and taxation;

• property safety;

• regulatory requirements; and

• lawful requests from public authorities.

Legitimate interests

We may process information where necessary for our legitimate interests, or those of another relevant party, provided those interests are not overridden by your rights and interests.

Our legitimate interests may include:

• operating our property business;

• providing effective services;

• matching applicants with suitable accommodation;

• communicating with landlords, tenants, buyers and sellers;

• arranging maintenance;

• preventing fraud;

• protecting property and business interests;

• maintaining appropriate business records;

• resolving disputes;

• improving our services; and

• establishing, exercising or defending legal claims.

Where we rely on legitimate interests, we consider the impact on individuals and apply appropriate safeguards.

Consent

Where consent is the appropriate lawful basis, we will ask for your consent.

Where processing is based on consent, you may withdraw that consent at any time. Withdrawal will not affect processing carried out before consent was withdrawn.

10. Special category information

Special category personal information includes information such as health information, racial or ethnic origin, religious beliefs and certain other sensitive information.

Castle Homes does not routinely seek this information.

Where we receive or need to process special category information, we will only do so where permitted by law and where an appropriate additional condition for processing applies.

Please avoid sending sensitive information to us unless it is necessary or specifically requested.

11. Criminal offence information

Where relevant and lawful, we may process information concerning criminal convictions or offences, particularly where necessary for fraud prevention, legal compliance or other legitimate property-related purposes.

We will only process such information where permitted by applicable law and with appropriate safeguards.

12. Marketing

We may contact you about properties, services or other information that we reasonably believe may be relevant to you.

Where the law requires consent for electronic marketing, we will obtain it.

You may object to direct marketing at any time.

You can ask us to stop sending marketing communications by contacting us or using any unsubscribe facility provided in our communications.

13. Cookies and website technology

Our website may use cookies and similar technologies.

Some cookies are necessary for the website to operate.

Other cookies may be used for analytics, functionality or other purposes.

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

Our cookie settings may provide additional information about the cookies we use and allow you to manage your preferences.

14. Automated decision-making

Some third-party services may use automated processes as part of identity verification, fraud prevention, credit checking or tenant referencing.

Castle Homes may receive the results or recommendations of these checks and take them into account when making decisions.

Where applicable data protection law provides rights concerning solely automated decision-making, we will comply with those requirements.

15. How long we keep information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, taking account of legal, regulatory, accounting, insurance and business requirements.

Retention periods vary according to the type of information.

For example:

• property enquiries will normally be retained for as long as reasonably necessary to deal with the enquiry and any relevant follow-up opportunities;

• unsuccessful applicants’ information will not be retained indefinitely;

• tenancy records will normally be retained for the duration of the tenancy and for an appropriate period afterwards;

• sales records will be retained for an appropriate period following completion or termination of the transaction;

• financial and accounting records will be retained for periods required by law;

• AML and identity records will be retained for periods required by applicable legislation; and

• information relating to disputes or potential legal claims may be retained for as long as reasonably necessary to establish, exercise or defend those claims.

We periodically review the information we hold and securely delete or anonymise information when it is no longer required.

16. Data security

We use appropriate technical and organisational measures to protect personal information against:

• unauthorised access;

• accidental loss;

• destruction;

• misuse;

• alteration; and

• unauthorised disclosure.

Access to personal information is restricted to people who need it for legitimate business purposes.

No electronic transmission or storage system can be guaranteed to be completely secure, but we take reasonable steps to protect the information we hold.

17. International transfers

Some of our service providers or technology systems may process information outside the United Kingdom.

Where personal information is transferred outside the UK, we will take appropriate steps to ensure that the transfer is lawful and that appropriate safeguards are in place.

18. Your rights

Depending on the circumstances, you may have rights under data protection law including:

• the right to be informed about how your information is used;

• the right to request access to personal information we hold about you;

• the right to request correction of inaccurate information;

• the right to request erasure in certain circumstances;

• the right to request restriction of processing in certain circumstances;

• the right to object to certain processing;

• the right to data portability in certain circumstances; and

• rights relating to automated decision-making where applicable.

These rights are subject to certain legal conditions and exemptions.

You have an absolute right to object to your personal information being processed for direct marketing.

19. Exercising your rights

If you wish to exercise your rights or have questions about how we process your information, please contact:

Castle Homes Property Ltd
1 Lingfield Close
Darlington
DL1 1YG

You may also use the contact details published on our website.

We may need to verify your identity before responding to a request.

We will normally respond within the period required by applicable data protection law.

20. Complaints

If you have concerns about how Castle Homes has handled your personal information, please contact us first so that we can investigate and attempt to resolve the matter.

You also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s independent data protection regulator.

21. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to:

• our business;

• our services;

• our technology;

• our service providers; or

• applicable law and regulatory requirements.

The latest version will be published on our website.

Privacy Policy last updated: 13 August 2026

22. Contact details

Castle Homes Property Ltd
1 Lingfield Close
Darlington
DL1 1YG

Companies House number: 11968348

For privacy enquiries, please use the contact details published on the Castle Homes website.

Contact

If you have any questions, comments and requests regarding this privacy policy, please contact us at info@castlehomesproperty.co.uk