Privacy Policy

Oakfield P.M. Limited customer privacy notice

This privacy notice tells you what to expect us to do with your personal information.

 

Contact details

Post
Oakfield Head Office, 4 Hayland Industrial Units, Maunsell Road, ST. LEONARDS-ON-SEA, East Sussex, TN38 9NN, GB

Telephone
01424 854814

Email – hello@oakfieldproperty.co.uk

 

What information we collect, use, and why 

We collect or use the following information to provide and improve products and services for clients:

  • Names and contact details
  • Addresses
  • Occupation
  • Date of birth
  • Third party information (such as family members or other relevant parties)
  • Payment details (including card or bank information for transfers and direct debits)
  • Financial data (including income and expenditure)
  • Transaction data (including details about payments to and from you and details of products and services you have purchased)
  • Usage data (including information about how you interact with and use our website, products and services)
  • Employment details (including salary, sick pay and length of service)
  • Credit history and credit reference information
  • Information relating to compliments or complaints
  • Audio recordings (eg calls)
  • Records of meetings and decisions
  • Website user information

 

We collect or use the following personal information for the operation of client or customer accounts:

  • Names and contact details
  • Addresses
  • Information used for security purposes
  • Marketing preferences

 

We collect or use the following personal information for information updates or marketing purposes:

  • Names and contact details
  • Addresses
  • Marketing preferences

 

We collect or use the following personal information to comply with legal requirements:

  • Name
  • Contact information
  • Identification documents
  • Client account information
  • Health and safety information
  • Any other personal information required to comply with legal obligations

 

We collect or use the following personal information for recruitment purposes:

  • Contact details (eg name, address, telephone number or personal email address)
  • Date of birth
  • National Insurance number
  • Copies of passports or other photo ID
  • Employment history (eg job application, employment references or secondary employment)
  • Education history (eg qualifications)
  • Right to work information

 

We collect or use the following personal information for dealing with queries, complaints or claims:

  • Names and contact details
  • Addresses
  • Payment details
  • Video recordings of private or staff only areas
  • Audio recordings of private or staff only areas
  • Call recordings
  • Witness statements and contact details
  • Photographs
  • Customer or client accounts and records
  • Financial transaction information
  • Information relating to health and safety (including incident investigation details and reports and accident book records)
  • Correspondence

 

Lawful bases and data protection rights

Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.

Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:

If you make a request, we must respond to you without undue delay and in any event within one month.

To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

 

Our lawful bases for the collection and use of your data

Our lawful bases for collecting or using personal information to provide and improve products and services for clients are:

  • Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
  • Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
  • Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
  • Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
    • Legitimate Interest Statement: We process certain personal information under the lawful basis of legitimate interests to enable Oakfield Estate Agents to deliver our core services, which include residential lettings and property management, property sales, and block and estate management. Why this processing is legitimate and necessary In order to carry out these services effectively, we must collect and use personal information such as contact details, identification information, property ownership or tenancy details, communication history, financial suitability information, and relevant contractual information. This processing is necessary because it enables us to: manage lettings and property management tasks, including arranging viewings, assessing tenant suitability, preparing tenancy agreements, handling maintenance issues, and fulfilling legal and contractual obligations; conduct property sales, including marketing properties, coordinating viewings, negotiating offers, verifying buyers and vendors, and progressing transactions; provide block and estate management services, including liaising with leaseholders, residents, and contractors, maintaining accurate records, fulfilling health and safety requirements, and managing repairs, budgets, and compliance. Without processing this information, we would be unable to fulfil our professional duties or provide services that clients, tenants, leaseholders, and residents reasonably expect. Benefits of this processing Processing this information allows us to: deliver efficient, lawful, and high-quality property services; match individuals with suitable properties and respond to enquiries quickly; maintain safe and compliant buildings and communal areas; manage tenancies, sales progressions, and estate management tasks effectively; communicate important updates, maintenance notifications, legal requirements, or changes affecting properties or residents; ensure transparency, accountability, and reliability in all aspects of our work. These benefits support both our business operations and the legitimate expectations and interests of the individuals whose data we process. Balancing test: how we protect people’s rights and interests We have carefully evaluated the potential impact of our processing on individuals. The personal information we collect is limited to what is necessary and proportionate for the services we provide. We do not use personal information in ways that individuals would not reasonably anticipate in the context of engaging with an estate or managing agent. To ensure fairness and protect people\’s rights, we: collect only the minimum information required for the relevant service; store and process data securely with strict access controls; share data only where necessary (e.g., with contractors, legal professionals, or authorities) and always with appropriate safeguards; retain information only for appropriate periods that comply with legal, regulatory, and operational requirements; enable individuals to exercise their data protection rights easily and transparently, including opting out of certain communications where appropriate. We do not place our own business needs above the rights and interests of individuals. Our use of personal information is carefully considered, proportionate, and essential to delivering services that individuals rely upon.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Our lawful bases for collecting or using personal information for the operation of client or customer accounts are:

  • Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
  • Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
  • Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
  • Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
    • Lawful Bases for Collecting or Using Personal Information for Operating Client or Customer Accounts (Including Payments) As part of our services in lettings, property sales, and block\/estate management, we operate client and customer accounts which involve the collection of payments—such as rent, deposits, service charges, management fees, and other amounts that are contractually or legally due. The following lawful bases apply: 1. Contractual Necessity (Article 6(1)(b)) We rely on contractual necessity when personal information is required to: set up and manage client or customer accounts; collect payments that are due under a tenancy agreement, lease, management agreement, or sales instruction; process rent, deposits, service charges, administration fees, and other contractual payments; issue invoices, statements, arrears notices, and receipts; communicate with landlords, tenants, buyers, sellers, and leaseholders about financial matters. Why it applies: We cannot collect payments or manage financial obligations without processing personal information such as names, contact details, bank details, property information, account history, and payment records. These activities are essential to fulfilling our contractual duties and delivering the services clients expect. 2. Legal Obligation (Article 6(1)(c)) Some processing is required to comply with financial and property legislation, such as: maintaining accurate accounting and audit records; complying with client money protection rules; holding and returning deposits correctly; meeting HMRC and regulatory reporting requirements. Why it applies: Estate and managing agents are legally required to keep certain financial and transactional information. This includes personal information linked to payments made or received. 3. Legitimate Interests (Article 6(1)(f)) We also rely on legitimate interests for processing that is necessary to support payment-related operations but not strictly required by a contract or law. This includes: managing arrears and following up unpaid amounts; reconciling accounts and ensuring accurate financial administration; preventing fraud or misuse of accounts; providing customer support and resolving payment queries; maintaining efficient financial processes and systems. Why it applies: Collecting and managing payments is a normal, expected part of lettings and property management. Our processing is necessary to deliver a reliable service and protect both our clients’ and customers’ financial interests. This does not override individuals’ rights or privacy, and safeguards are in place to protect their data. 4. Consent (Article 6(1)(a)) – Only for optional activities Consent is not generally required for mandatory payments like rent or service charges. However, we may request consent where: individuals choose to receive optional payment reminders; they opt in to specific financial communication preferences. Consent is used only where the individual has full control and can withdraw at any time. For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Our lawful bases for collecting or using personal information for information updates or marketing purposes are:

  • Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
  • Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
  • Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
  • Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
    • Lawful Bases for Collecting or Using Personal Information for Information Updates or Marketing Purposes As part of our role as estate and managing agents, we regularly provide customers, residents, leaseholders, landlords, and tenants with important information. This includes both service-related updates and legally required communications. We rely on a combination of lawful bases for this processing, depending on the nature and purpose of the communication. 1. Contractual Necessity (Article 6(1)(b)) We use personal information to send essential information updates that are required to deliver our services. This includes: updates about repairs, maintenance and property management activities; notices relating to tenancy management, property sales progress, or service charge accounts; essential information needed to manage a property, block, or estate. Why it applies: We must communicate these updates to fulfil our contractual duties to landlords, tenants, leaseholders, and residents. Without processing this information, we could not deliver the services people expect from us. 2. Legal Obligation (Article 6(1)(c)) We also process and share personal information because we are legally required to provide specific notices and updates. This includes: statutory safety and compliance notifications; legally required service charge or budget communications; notices required under landlord and tenant legislation, housing law, and property regulations; updates relating to health and safety, fire safety, asbestos, or building regulations. Why it applies: As managing agents, we have legal duties to keep residents and property owners informed about matters affecting their homes, buildings, or communal areas. 3. Legitimate Interests (Article 6(1)(f)) We rely on legitimate interests for additional service-related information that supports our management work but may not be strictly contractual or legally required. Examples include: general updates about property management services; helpful information regarding building operations or improvements; communications aimed at keeping residents informed and reducing service disruptions. Why it applies: These communications are a reasonable and expected part of property and estate management. They help customers stay informed and support the smooth running of the services we provide. We always ensure that our legitimate interests do not override individuals’ rights or freedoms. 4. Consent (Article 6(1)(a)) – only for optional marketing Consent applies only to optional marketing or promotional communications such as: property market updates; newsletters; information about new or additional services not directly related to an existing contract. Consent is not used for service updates or legal notices. For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Our lawful bases for collecting or using personal information to comply with legal requirements:

  • Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
  • Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
  • Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

Our lawful bases for collecting or using personal information for recruitment purposes are:

  • Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
  • Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
    • Lawful Bases for Collecting or Using Personal Information for Recruitment Purposes When we recruit staff—whether for lettings, sales, property management, block management, administration, or support roles—we need to collect and use certain personal information from job applicants. This includes CVs, application forms, identity information, references, qualifications, employment history, and interview notes. The following lawful bases apply to this processing: 1. Contractual Necessity (Article 6(1)(b)) We rely on this basis when we need to process information in order to: take steps at the request of the applicant before entering into an employment contract (e.g., arranging interviews, assessing suitability, negotiating terms); communicate with candidates during the recruitment process; progress an application toward an offer of employment. Why it applies: We cannot enter into an employment contract or evaluate an application without processing personal information provided by the applicant. 2. Legal Obligation (Article 6(1)(c)) We are required to carry out certain checks and keep certain records under employment, immigration, and equality laws, including: verifying a candidate’s right to work in the UK; ensuring we meet our workplace equality, diversity, and inclusion obligations; maintaining accurate recruitment records for compliance and audit purposes. Why it applies: Some checks and records are legally required before hiring a new employee. 3. Legitimate Interests (Article 6(1)(f)) We rely on legitimate interests for aspects of recruitment that are necessary for running an effective and fair recruitment process, including: reviewing CVs and applications to assess suitability; conducting interviews and assessments; obtaining and reviewing references; shortlisting candidates and maintaining recruitment notes; safeguarding our organisation by ensuring appropriate vetting. Why it applies: These activities are essential and expected within any recruitment process, and they do not override the privacy rights of applicants. Only information relevant to the recruitment decision is collected. 4. Consent (Article 6(1)(a)) – limited use Consent is used only where optional processing occurs, such as: keeping a candidate’s details on file for future job opportunities; retaining CVs beyond the active recruitment process where the applicant has specifically asked us to do so. Why it applies: This information is not required for the current recruitment process, so the individual must have a genuine choice. 5. Special Category Data (Article 9) – if applicable If we collect special category information (e.g., diversity data, health information relating to reasonable adjustments), we will rely on: Employment law obligations (Article 9(2)(b)); or Explicit consent (Article 9(2)(a)), depending on the context. We only collect such information where necessary and handled with extra care. For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:

  • Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
  • Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
  • Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
  • Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
    • Lawful Bases for Collecting or Using Personal Information When Dealing With Queries, Complaints, or Claims As part of our work as estate and managing agents, we regularly receive and handle queries, concerns, complaints, and claims from customers, residents, leaseholders, landlords, tenants, contractors, and other individuals. To properly investigate, respond, and resolve these matters, we must process certain personal information. Several lawful bases apply depending on the nature of the issue. 1. Contractual Necessity (Article 6(1)(b)) We rely on this basis when the query or complaint relates to a service we are providing under a contract or agreement, such as: dealing with issues arising during a tenancy or property sale; responding to queries about service charge accounts, maintenance, or repairs; managing concerns relating to block or estate management; providing updates or resolving problems connected to an existing service relationship. Why it applies: We must process relevant information to fulfil our contractual duties and ensure the services we provide are carried out correctly. 2. Legal Obligation (Article 6(1)(c)) Some complaints or claims involve legal duties, where we are required to: keep appropriate records of complaints or disputes; provide information to regulatory bodies, ombudsman services, or authorities; handle health and safety issues, compliance-related concerns, or statutory notices; cooperate with legal proceedings or supply information required by law. Why it applies: As managing agents, we have legal responsibilities around safety, compliance, transparency, financial reporting, and dispute handling. 3. Legitimate Interests (Article 6(1)(f)) We rely on legitimate interests for most general queries, concerns, and complaints that do not fall strictly under a contract or legal requirement. This includes: assessing and investigating issues raised by individuals; keeping internal records to manage risk and improve our services; resolving disputes fairly and efficiently; defending or pursuing legal claims; communicating with individuals to clarify or resolve their concerns. Why it applies: Handling queries and complaints is a normal, expected part of running a property and estate management service. It benefits both the organisation and individuals, and we balance this with privacy rights and safeguards. 4. Consent (Article 6(1)(a)) – used rarely and only where appropriate Consent may apply where: an individual chooses to provide optional information beyond what is necessary; we need to contact a third party at the individual’s request; someone withdraws a complaint but asks us to retain information for future reference. Consent is only used where the individual genuinely has a choice and can withdraw it without disadvantage. 5. Special Category Data (Article 9) – if relevant Occasionally, a complaint or claim may involve special category information (e.g., health information relating to a leak affecting a vulnerable resident). In such cases we may rely on: Employment or social protection law obligations (Article 9(2)(b)); Substantial public interest, such as safeguarding (Article 9(2)(g)); Explicit consent where applicable (Article 9(2)(a)). We collect such information only where necessary and treat it with extra safeguards.

 

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Where we get personal information from 

  • Directly from you
  • Regulatory authorities
  • CCTV footage or other recordings
  • Legal bodies or professionals (such as courts or solicitors)
  • Debt collection agencies
  • Publicly available sources
  • Previous employment
  • Market research organisations
  • Credit reference agencies
  • Suppliers and service providers

 

How long we keep information 

Retention Schedule

Oakfield Estate Agents retains personal information only for as long as necessary to fulfil the purposes for which it was collected, to meet legal, regulatory, and contractual obligations, and to protect our legitimate business interests. The retention periods below reflect statutory requirements and industry best practice.

  1. General Client and Customer Records
Record Type Retention Period Reason / Basis
Contact details, correspondence, service history 6 years from last contact or end of service Limitation periods for claims, contractual records
Tenancy, sales, or management account records 6 years after closure HMRC, Property Ombudsman, contractual necessity
Identity documents (non-AML) Up to 12 months after verification Operational necessity, data minimisation

 

  1. Lettings & Property Management
Record Type Retention Period Reason / Basis
Tenancy agreements, guarantor forms, application info 6 years after tenancy end Contractual necessity & claims defence
Rent payment records, deposit records 6 years HMRC, client money regulations
Repair requests, maintenance logs, contractor records 6 years Property Ombudsman, legal claims
Right to Rent checks 1 year after tenancy ends Statutory requirement
Inventories, check-in/out reports 6 years Evidence in disputes or claims

 

  1. Property Sales
Record Type Retention Period Reason / Basis
Sales files, marketing records, offer documentation 6 years after sale completion Legal claims limitation period
AML identity and verification checks 5 years Money Laundering Regulations
Financial information relating to offers/transactions 6 years HMRC, contractual records

 

  1. Block & Estate Management
Record Type Retention Period Reason / Basis
Service charge accounts & budgets 6 years HMRC, Companies Act (for RMCs), legal claims
Leaseholder correspondence & maintenance requests 6 years Legal compliance & dispute resolution
Health & safety records (e.g., fire safety, risk assessments) 5–6 years (or longer if required by legislation) Regulatory requirements
Building compliance documentation (asbestos reports, certificates) For lifetime of the building record + 6 years Statutory requirement & safety legislation
Insurance policies, claims, schedules 6 years after policy expiry Claims defence

 

  1. Complaints, Disputes, and Claims
Record Type Retention Period Reason / Basis
Complaints files, investigation notes 6 years after closure Property Ombudsman rules & claims defence
Legal claims, dispute correspondence 6 years (or longer if claim ongoing) Legal necessity

 

  1. Financial & Accounting Records
Record Type Retention Period Reason / Basis
Invoices, receipts, payments, refunds 6 years HMRC statutory requirement
Client money account records 6 years Client Money Protection rules
Bank statements, reconciliations 6 years Accounting regulations

 

  1. Recruitment & Employment
Record Type Retention Period Reason / Basis
Job applications for unsuccessful candidates 6 months Equality Act and fair recruitment
Successful applicant records Retained as part of personnel file Employment law
HR, payroll & personnel files 6 years after employment ends Employment claims limitation
Health & safety incident records At least 3 years (or as required) H&S legislation

 

  1. Marketing & Communication Preferences
Record Type Retention Period Reason / Basis
Marketing consents and opt-outs 6 years from last contact Proof of compliance with PECR/GDPR
Email subscription lists Until consent withdrawn or inactive for 24 months Data minimisation

 

  1. CCTV (if applicable)
Record Type Retention Period Reason / Basis
CCTV footage Typically 30–90 days unless required for an investigation Security & legal purposes

 

  1. Special Category or Sensitive Data
Record Type Retention Period Reason / Basis
Health information for reasonable adjustments For duration of need + up to 6 years Employment & safety compliance
Vulnerability information (e.g., resident health needs) As long as necessary to provide services Duty of care & safety

 

Retention Principles

We apply the following principles to all data:

  • Only keep information for as long as necessary.
  • Review and securely dispose of information once retention periods end.
  • Extend retention only where a claim, investigation, or legal obligation requires it.
  • Ensure secure storage, restricted access, and appropriate disposal methods.

 

Who we share information with

Others we share personal information with

  • Debt collection agencies
  • Insurance companies, brokers or other intermediaries
  • Professional or legal advisors
  • Emergency services
  • Regulatory authorities
  • External auditors
  • Organisations we’re legally obliged to share personal information with
  • Previous employers
  • Suppliers and service providers
  • Professional consultants

 

How to complain

If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.

If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.

The ICO’s address:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint

Last updated 18/11/2025