Privacy Policy

We keep this Policy under regular review, the last review was on 27/05/2026. This Privacy Policy was last updated on 27/05/2026

Who We Are:

Vertex Living is a trading name of Vertex Living Ltd.
Company Number: 11343279
Registered Office: 15 Howes Place, Cambridge, CB3 0LD

Vertex Living Ltd is committed to protecting and respecting your privacy and handling your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

This Privacy Policy explains how we collect, use, store, and protect your personal information when you use our website, contact us, apply for a tenancy, or use our services.

1. Information We Collect

We may collect and process the following personal data:

Information You Provide to Us

This may include:

  • Full name

  • Address

  • Telephone number

  • Email address

  • Date of birth

  • Employment and income information

  • Identification documents

  • Right to Rent documentation

  • Tenancy and referencing information

  • Emergency contact details

  • Communication records

You may provide this information when:

  • Making an enquiry

  • Booking a viewing

  • Applying for a tenancy

  • Signing tenancy agreements

  • Contacting us by phone, email, or through our website

Information We Collect Automatically

Information From Third Parties

We may receive information from:

  • Referencing agencies

  • Credit reference agencies

  • Contractors and maintenance providers

  • Deposit protection providers

  • Local authorities

  • Legal advisers

  • Property portals and advertising platforms

2. How We Use Your Information

We use your information to:

  • Respond to enquiries

  • Arrange property viewings

  • Process tenancy applications

  • Carry out referencing and affordability checks

  • Verify identity and Right to Rent requirements

  • Manage tenancy agreements

  • Arrange repairs and maintenance

  • Communicate with tenants, landlords, and contractors

  • Collect rent and manage accounts

  • Comply with legal and regulatory obligations

  • Improve our website and services

  • Send relevant updates and marketing communications where permitted

3. Lawful Basis for Processing

Under UK GDPR, we rely on the following lawful bases:

  • Performance of a contract

  • Compliance with legal obligations

  • Legitimate interests

  • Consent (where required for marketing communications)

4. Sharing Your Information

We may share your personal data with:

  • Landlords

  • Referencing providers

  • Maintenance contractors

  • Deposit protection schemes

  • Utility providers

  • Legal and professional advisers

  • Local authorities and government bodies where required by law

  • IT and software providers who support our business operations

We only share information necessary for the relevant purpose and require third parties to process your data securely.

We do not sell your personal information to third parties.

5. Marketing Communications

We may contact you regarding properties, services, or updates which may be relevant to you.

You may opt out of marketing communications at any time by:

6. Data Retention

We will retain your personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, and regulatory requirements.

Tenancy records and related documents may be retained for up to 7 years following the end of a tenancy.

7. Data Security

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, misuse, or disclosure.

While we take reasonable steps to protect your information, no transmission of data over the internet can be guaranteed as completely secure.

8. International Transfers

Some of our third-party service providers may store or process personal data outside the UK.

Where this occurs, we ensure appropriate safeguards are in place in accordance with UK GDPR requirements.

9. Your Rights

Under UK GDPR, you have the right to:

  • Request access to your personal data

  • Request correction of inaccurate data

  • Request deletion of your data in certain circumstances

  • Restrict or object to processing

  • Request transfer of your data

  • Withdraw consent where processing is based on consent

To exercise your rights, please contact:

info@vertexliving.co.uk

We will respond in accordance with applicable data protection laws.

10. Cookies

Our website may use cookies and similar technologies to improve user experience and analyse website traffic.

Further details can be found in our Cookie Policy.

11. Changes to This Policy

We may update this Privacy Policy from time to time. Any changes will be published on this page.

Please check this page regularly to ensure you are aware of any updates.

COMPLAINTS PROCEDURE

At Vertex Living Ltd, we are committed to providing a professional and high standard of service to all clients and tenants. If you are unhappy with any aspect of our service, please let us know so we can work to resolve the matter promptly.

Stage 1 – Initial Complaint

Please submit your complaint in writing to:

info@vertexliving.co.uk

We will acknowledge your complaint within 3 working days and aim to provide a full response within 15 working days.

Stage 2 – Formal Complaint Review

If you remain dissatisfied with our response, you may request a formal review by writing to:

alex@vertexliving.co.uk

Your complaint will be reviewed by a senior member of staff and a final viewpoint response will be issued.

The Property Ombudsman (TPO)

If you remain dissatisfied once you have received our final viewpoint response, you may refer your complaint to The Property Ombudsman (TPO).

Once in receipt of the TPO review you have 6 months in which to refer your complaint to Propertymark for further details please see link here: Make a complaint about a Propertymark member | Propertymark.

Further information regarding The Property Ombudsman scheme can be found at:
www.tpos.co.uk