This is the privacy notice of TwoCan. In this document, "we" or "us" refers to TwoCan.
Our registered office is at Rivers Meet, Cleeve Mill Lane, Newent, Gloucestershire GL18 1DS
This is a notice to tell you our policy about all information that we record about you. It covers both information that could identify you and information that could not.
We are extremely concerned to protect your privacy and confidentiality. We understand that all users of our web site are quite rightly concerned to know that their data will not be used for any purpose unintended by them, and will not accidentally fall into the hands of a third party. Our policy is both specific and strict. It complies with UK law. If you think our policy falls short of your expectations or that we are failing to abide by our policy, do please tell us.
We regret that if there are one or more points below with which you are not happy, your only recourse is to leave our web site immediately.
Except as set out below, we do not share, or sell, or disclose to a third party, any personally identifiable information collected at this site.
Here is a list of the information we collect from you, either through our web site or because you give it to us in some other way, and why it is necessary to collect it:
This information is used:
When we obtain information from you specifically to enable you to use or buy a service offered on our web site by some other person, we assume that in giving us your information, you are also giving us permission to pass it to the relevant person.
Your domain name and e-mail address are recognised by our servers and the pages that you visit are recorded
We shall not under any circumstances divulge your e-mail address to any person who is not an employee or contractor of ours and who does not need to know, either generally or specifically.
This information is used:
Information you send to us by posting to a forum or blog is stored on our servers. We do not specifically use of that information except to allow it to be read, but you will see in our terms and conditions that we reserve a right to use it in any way we decide.
This information is never taken by us either through our website or otherwise. At the point of payment, you are transferred to a secure page on the website of a secure reputable payment service provider. That page may be dressed in our livery, but it is not controlled by us. Our staff and contractors never have access to it.
Many companies offer certification and an icon or other small graphic to prove to site visitors that the site is safe. Some certify to a high level of safety. We do not handle information about your credit card so do not subscribe to any such service.
If you agree to set up a direct debit arrangement, the information you have given to us is passed to our own bank for processing according to our instructions. We do keep a copy.
To assist in combatting fraud, we share information with credit reference agencies so far as it relates to clients or customers who instruct their credit card issuer to cancel payment to us without having first provided an acceptable reason to us and given us the opportunity to refund their money.
This includes all information given to us in the course of your business and ours, such as information you give us in your capacity as our client. We undertake to preserve the confidentiality of the information and of the terms of our relationship. It is not used for any other purpose. We expect you to reciprocate this policy.
We keep information which forms part of our business record for a minimum of seven years. This is in line with the relevant legislation.
Cookies are small text files that are placed on your computer's hard drive through your web browser when you visit any web site. They are widely used to make web sites work, or work more efficiently, as well as to provide information to the owners of the site.
Like all other users of cookies, we may request the return of information from your computer when your browser requests a web page from our server. Cookies enable our web server to identify you to us, and to track your actions and the pages you visit while you use our website. The cookies we use may last for a single visit to our site (they are deleted from your computer when you close your browser), or may remain on your computer until you delete them or until a defined period of time has passed.
When you call our office, we may collect Calling Line Identification (CLI) information. We use this information to help improve the efficiency and effectiveness of our help line.
When you send a message, we collect the data you have given to us in that message in order to obtain confirmation that you are entitled to receive the information and to provide to you the information you need. We record your request and our reply in order to increase the efficiency of our business / organisation. We may keep personally identifiable information associated with your message, such as your name or email address.
When we receive a complaint, we record all the information you have given to us. We use that information to resolve your complaint. If your complaint reasonably requires us to contact some other person, we may decide to give to that other person some of the information contained in your complaint. We do this as infrequently as possible, but it is a matter for our sole discretion as to whether we do give information, and, if we do, what that information is.
We may also compile statistics showing information obtained from this source to assess the level of service we provide, but not in a way that could identify you or any other person.
Our web site is a publishing medium in that anyone may register and then publish information about himself or some other person. We do not moderate or control what is posted. If you complain about any of the content on our web site, we shall investigate your complaint. If we feel it may be justified, we shall remove it while we investigate. Free speech is a fundamental right, so we have to make a judgement as to whose right will be obstructed: yours, or that of the person who posted the content which offends you. If we think your complaint is vexatious or without any basis, we shall not correspond with you about it.
If you send us information in connection with a job application, we may keep it for up to three years in case we decide to contact you at a later date.
If we employ you, we collect information about you and your work from time to time throughout the period of your employment. This information will be used only for purposes directly relevant to your employment. After your employment has ended, we will keep your file for six years before destroying or deleting it.
If you provide information to us with a view to it being read, copied, downloaded or used by other people, we accept no responsibility for what that third party may do with it. It is up to you to satisfy yourself about the privacy level of every person who might see your information. If it is available to all the World, you have no control whatsoever as to how it is used.
Although we do not disclose your personal information to any third party (except as set out in this notice), we do receive data which is indirectly made up from your personal information, from software services such as Google Analytics and others. No such information is identifiable to you.
This is information given to us by you in your capacity as an affiliate of us or a customer or client of ours. Such information is retained for business use only. We undertake to preserve the confidentiality of the information and of the terms of our relationship. It is not used for any other purpose. We expect any affiliate to agree to reciprocate this policy. As an exception to this, we have the right to disclose your first name and URL of your affiliate connection to other affiliates and to any other person or organisation, on and off site. The reason is solely to enable us to mention winners and others whose performance as an affiliate is in some way outstanding.
We are subject to the law like everyone else. We may be required to give information to legal authorities if they so request or if they have the proper authorisation such as a search warrant or court order.
At any time you may review or update the personally identifiable information that we hold about you by contacting us at the address below. To better safeguard your information, we will also take reasonable steps to verify your identity before granting access or making corrections to your information.
Rivers Meet, Cleeve Mill Lane, Newent, Gloucestershire GL18 1DS
Except as specified above, we do not rent, sell or otherwise disclose any of your information to any person outside our business.
Our web sites are hosted in the EU. We also use outsourced services in countries outside the EU from time to time in other aspects of our business. Accordingly data obtained within the UK may be "processed" outside the UK and data obtained in any other country may be processed within or outside that country.
This confidentiality policy has been compiled so as to comply with the law of every jurisdiction in which we aim to do business. If you think it fails to satisfy the law of your country, we should like to hear from you, but ultimately it is your choice as to whether you wish to use our website.
This Privacy Notice is a public document available to anyone and applies to customers of TwoCan Estate Agents to explain how the organisation collects and processes personal information in order to conduct normal business activities.
TwoCan Estate Agents was set up by Two Rivers Housing. Offices are run by individual Housing Associations on a franchise basis. We offer a sale and lettings service, including full property management. We may also offer associated services such as EPC’s, property maintenance and grounds keeping.
TwoCan is the Data Controller whose head office is located at Rivers Meet, Cleeve Mill Lane, Newent, Gloucestershire GL18 1DS. The Data Protection Officer can be contacted at DPO@2rh.org.uk.
TwoCan collects information from you via a variety of sources, including when you call, write, email or meet us. We may collect information when you use our social media sites or website.
Our landline phone calls maybe recorded for training and monitoring purposes and our recordings are usually held for a period of six months
We may operate a CCTV system at our offices for the detection and prevention of crime.
We may also take photographs at events, at our properties and in our communities to use for general marketing and publicity. Photographs of individuals, however, will only be used with consent.
We may also receive information about you from third parties including:
The information we may require from you includes:
If you do not provide the information we need then we may not be able to provide all our services to you and ultimately you may not be able to buy, rent, sell or let through us.
The information we require from you is used to manage the process. Please read any contract carefully for specific details as ‘performance of a contract’ is usually the legal basis for processing your information and carrying out our activities.
The processing activities we conduct can be summarised as:
TwoCan conducts research and statistical analysis to help improve our business processes and the services offered to our customers, as well as to evaluate our performance against other benchmarks. When possible, statistical information is anonymised or pseudonymised.
TwoCan may conduct surveys periodically relating to our services in order to gauge satisfaction and make improvements based on feedback.
TwoCan operates a range of information and communications systems and technologies for efficient operation of the business. Personal information is stored and managed within those systems which are maintained to achieve a high level of Confidentiality, Integrity and Availability (CIA) including following best practise cyber security standards.
We hold information in IT systems which may be copied for testing, backup, archiving and disaster recovery purposes. All data is held within the UK.
TwoCan may offer additional services. For these services, where your personal information is needed, we will always notify you about the service being offered, explain the service and obtain your consent to proceed, usually by way of a sign up/ consent form for that service.
TwoCan does not usually process children’s information as part of a tenancy or sale.
Much of the data we use relates to the properties and their location and condition. We do not consider property information to be your personal information.
As soon as your name, contact details or other personal information is used in conjunction with property information, such as to complete a property visit, then this is treated as personal information.
TwoCan needs to communicate with its customers and this will usually be in writing, by email or by telephone.
TwoCan will operate an opt-in mechanism for receiving direct marketing.
TwoCan shares limited personal data with companies associated with our sales and lettings transactions. This may include surveyors, mortgage advisors and other contractors who need to arrange to visit a property, or are involved in the process.
TwoCan may need to share personal information with government departments and agencies, with our regulator and auditors, with utility companies or with other organisations and agencies where we are legally obliged to do so.
We will not send you unsolicited marketing material.
We will not sell your personal data on to third parties.
We will not pass on your personal data to unrelated third parties unless we are allowed or required to do so by law or we have your explicit permission to do that.
We will not transfer or store your personal data outside of Europe (the European Economic Area) outside of the control of the UK/European regulations.
You have the right to request a copy of the data we hold about you. Please contact your local TwoCan office if you wish to request access to any of your personal data and we will always endeavour to answer your questions as part of our friendly, helpful service. We will not charge for this and will respond within one month of receiving your request.
You have the right to correct information that we hold if it is inaccurate. Please advise your local office of any corrections.
You may withdraw your consent to use any information that was previously provided with your consent. Please advise us if you wish to do so.
You have the right to complain about any matter relating to our service, including how we use your personal data. In the first instance contact your local office. If you are still not happy, you may complain to the Property Ombudsman ( www.tpos.co.uk).
If you wish to complain about the use of your personal data you may complain to the UK’s Information Commissioner’s Office (ICO) at www.ico.org.uk.