Terms of Website and App Use
What's in these terms?
These terms tell you the rules for using our website and app ("Our Product") which is available on resident.ly and residently.co.uk.
Who we are and how to contact us
Our Product is operated by RESIDENTLY SERVICES (UK) LIMITED ("We"). We are registered in England and Wales under company number 10834962 and have our registered office at 4th Floor 100 Fenchurch Street, London, England, EC3M 5JD.
We are a limited company.
To contact us, please email firstname.lastname@example.org
By using Our Product you accept these terms
If you do not agree to these terms, you must not use Our Product.
We recommend that you print a copy of these terms for future reference.
We may make changes to these terms
We amend these terms from time to time. Every time you wish to use Our Product, please check these terms to ensure you understand the terms that apply at that time.
We may make changes to Our Product
We may update and change Our Product from time to time to reflect changes to our services, our users' needs and our business priorities.
We may suspend or withdraw Our Product
Our Product is made available free of charge.
We do not guarantee that Our Product, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of Our Product for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal.
Our Product is only for users in the UK
Our Product is directed to people residing in the United Kingdom. We do not represent that content available on or through Our Product is appropriate for use or available in other locations.
You must keep your account details safe
If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party.
If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us at email@example.com.
How you may use material on Our Product
We are the owner or the licensee of all intellectual property rights in Our Product, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
You may print off one copy, and may download extracts, of any page(s) from Our Product for your personal use and you may draw the attention of others within your organisation to content posted on Our Product.
You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.
Our status (and that of any identified contributors) as the authors of content on Our Product must always be acknowledged.
You must not use any part of the content on Our Product for commercial purposes without obtaining a licence to do so from us or our licensors.
Do not rely on information on this site
The content on Our Product is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on Our Product.
Although we make reasonable efforts to update the information on Our Product, we make no representations, warranties or guarantees, whether express or implied, that the content on Our Product is accurate, complete or up to date.
We are not responsible for websites we link to
Where Our Product contains links to other sites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them.
We have no control over the contents of those sites or resources.
User-generated content is not approved by us
This website may include information and materials uploaded by other users of the site, including to bulletin boards and chat rooms. This information and these materials have not been verified or approved by us. The views expressed by other users on Our Product do not represent our views or values.
If you wish to complain about information and materials uploaded by other users please contact us on firstname.lastname@example.org.
Our responsibility for loss or damage suffered by you
Whether you are a consumer or a business user:
- We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation.
- Different limitations and exclusions of liability will apply to liability arising as a result of the supply of any services to you.
If you are a business user:
- We exclude all implied conditions, warranties, representations or other terms that may apply to Our Product or any content on it.
- We will not be liable to you for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with:
- In particular, we will not be liable for:
If you are a consumer user:
- Please note that we only provide Our Product for domestic and private use. You agree not to use Our Product for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
- If defective digital content that we have supplied, damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill, we will either repair the damage or pay you compensation. However, we will not be liable for damage that you could have avoided by following our advice to apply an update offered to you free of charge or for damage that was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us.
Uploading content to Our Product
Whenever you make use of a feature that allows you to upload content to Our Product, or to make contact with other users of Our Product, you must comply with the content standards set out in our Acceptable Use Policy.
You warrant that any such contribution does comply with those standards, and you will be liable to us and indemnify us for any breach of that warranty. This means you will be responsible for any loss or damage we suffer as a result of your breach of warranty.
Any content you upload to Our Product will be considered non-confidential and non-proprietary. You retain all of your ownership rights in your content, but you are required to grant us a limited licence to use, store and copy that content and to distribute and make it available to third parties.
We also have the right to disclose your identity to any third party who is claiming that any content posted or uploaded by you to Our Product constitutes a violation of their intellectual property rights, or of their right to privacy.
You are solely responsible for securing and backing up your content.
Rights you are giving us to use material you upload
When you upload or post content to Our Product, you are granting us rights to use that content.
We are not responsible for viruses and you must not introduce them.
We do not guarantee that Our Product will be secure or free from bugs or viruses.
You are responsible for configuring your information technology, computer programmes and platform to access Our Product. You should use your own virus protection software.
You must not misuse Our Product by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to Our Product, the server on which Our Product is stored or any server, computer or database connected to Our Product. You must not attack Our Product via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use Our Product will cease immediately.
Rules about linking to Our Product
You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.
You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.
You must not establish a link to Our Product in any website that is not owned by you.
Our Product must not be framed on any other site.
We reserve the right to withdraw linking permission without notice.
If you wish to link to or make any use of content on Our Product other than that set out above, please contact email@example.com.
Which country's laws apply to any disputes?
Date of last revision: 15 January 2020
Residently takes your privacy seriously, and is committed to protecting and respecting it.
We want you to understand how we collect and use information about you. We also value your comments about the way we do this.
The privacy notice describes to you:
- who we are
- what personal data we collect and store about you, and how we collect it
- why we collect personal data and what we do with it
- the categories of third parties with whom we share your personal data
- how we retain your information and keep it secure
- your rights and how to exercise them
- how to contact us.
It also contains information on the correct people to contact in the unlikely event that you have a complaint.
Who are we?
Here are some key details about us:
Our name: Residently Services (UK) Limited (but we will refer to ourselves using the word “we” and related words such as “us” and “our” in this privacy notice)
Place of incorporation: England and Wales (this is where we are registered)
Company number: 10834962
Registered address: 4th Floor, 100 Fenchurch Street, London EC3M 5JD
VAT number: 279 8483 31
Under data protection law, we are considered to be a “controller”. As a controller, we are responsible for, and control the processing of, your personal data. We are registered as a data controller with the Information Commissioner’s Office, which is the UK’s supervisory authority for data protection matters.
What information do we collect from you?
In the course of our business – namely acting as a landlord, sourcing tenants and providing property-related management services to both landlords and tenants – we collect the following personal data:
personal details, such as
- name and title
- date of birth
- passport copy
contact data, such as
- physical address
- e-mail address
- telephone and mobile number(s)
biographical and other data from job applications and CVs, such as
- institutions attended
- academic and other results gained
- employment history
- any other personal information you provide
payment details, such as
- bank account
- card details
transaction data, such as
- details about payments to and from you
- details of services you have purchased from us
technical data, such as
- internet protocol (IP) address
- your login data, browser type and version
- time-zone setting and location
- browser plug-in types and versions
- operating system and platform and other technology on the devices you use to access our website
profile data, such as
- username and password
- viewing requests, tenancy applications and service orders made by you
- your preferences
- feedback and survey responses
usage data, such as
- information about how you use our website and services
marketing data, such as
- your preferences in receiving marketing and communications.
We do not knowingly collect “special category” personal data. This is a special type of sensitive data to which more stringent processing conditions apply, and comprises data concerning your racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, health, sex life or sexual orientation, and genetic data and/or biometric data.
We also do not collect information about criminal convictions or offences save where we are acting as an employer, in which case our internal privacy notice will apply and will be made available to those covered.
How do we collect personal data?
We obtain personal data from sources as follows:
Directly from you when you interact with us, for example when you
- create an account
- rent a property (if you are a tenant)
- ask us to act for you in respect of your property (if you are a landlord)
- subscribe to mailing lists
- request information
- write to us
- phone our customer services team (since your call may be recorded for training, fraud prevention and investigation purposes)
- enter a competition
- take part in a survey
- give us feedback or post comments or reviews
- apply for a job or send a CV
others, if they provide your details (for example, if you are copied on an e-mail that is sent to us, and your e-mail address identifies you, we will have collected your personal data): if you are providing another person’s details, please ensure you have that person’s explicit consent to do so
reference sources, for example:
- previous landlords
- third-party credit and ID checking partners
- any other referees you authorise us to contact.
How do we use your personal data?
We will use your personal data only when the law allows us to. Most commonly, we will use your personal data in the following circumstances:
- to allow you to register an account
- to perform a contract we are about to enter into, or have entered into, with you
- if it is necessary for our legitimate interests (or those of a third party) and these are not overridden by your own rights and interests
- where we need to comply with a legal or regulatory obligation.
In order to process personal data, we must have a lawful reason (sometimes called a lawful basis). We always ensure that this is the case, and we set out our lawful bases below – but please note that more than one may apply at any given time: for example, if we inform you of changes to our privacy notice, we may process your personal data on the ground of complying with law and on the ground of legitimate interests.
We will use your personal data only for the purposes for which we collected it, unless we fairly consider that we need it for another reason that is compatible with the original purpose.
Please contact us if you would like more information on this, and on situations in which more than one lawful basis applies.
If you are a landlord or tenant (or prospective landlord or tenant), or applying for a job, we will process your personal data for the following purposes, on the legal basis that it is necessary for us to provide our services to you:
- to identify you
- to respond to your enquiries
- to allow you to register an account
- to the extent necessary to provide pre-contractual information about a property and/or our services
- to perform pre-contractual credit checks
- to provide our services
- to carry out billing and administration activities
- to evaluate your job application and take any next steps, and to evaluate your suitability for roles where you have asked to be considered for future opportunities.
We process your personal information for our legitimate business purposes, which include the following:
- to conduct and manage our business
- to enable us to carry out our services
- to help identify suspicious purchasing activity (for example, where a card has been used for high-volume and/or high-value purchases or where cardholder and deliver addresses differ) – however, we do not make automated decisions on the basis of such automated profiling
- to ensure our website and systems are secure (for example, by conducting security penetration tests on our website to ensure our security tools are effective)
- to personalise your web experience – for example, by tailoring our offers to you
- to analyse, improve and update our services for the benefit of our customers
- to deal with complaints
- to let you know about our services, promotions or events that we consider may be of interest to you (and which may be tailored to your interests as construed from your purchase history): we carry out this processing on the legal basis that we have a legitimate interest in marketing our services, and only to the extent that we are permitted to do so by applicable direct marketing laws. Please see section 8 below for further information about our marketing activities and regarding your right to opt out.
Whenever we process your personal data for these purposes, we ensure that your interests, rights and freedoms are carefully considered.
Compliance with laws
We may process your personal data in order to comply with applicable laws (for example, if we are required to co-operate with an investigation pursuant to a court order).
Generally we do not rely on consent as a legal basis for processing your personal data other than in relation to sending third-party direct marketing communications to you via e-mail or text message. You have the right to withdraw consent to marketing at any time. This will not affect the lawfulness of processing that took place prior to the withdrawal of consent.
We will always be clear whenever we intend to process on the basis of consent, and we will process lawfully and only for the purpose for which consent was given.
Do we share your personal data?
We may provide your personal data to the following recipients for the purposes set out in this notice:
other companies in our group or under common ownership
landlords, superior landlords, or managing agents in relation to a property you have applied to rent or of which you are landlord
business partners from whom you have expressed a willingness to receive or consider receiving a service, in which case we will pass sufficient information to enable you to receive the service or a quote for the service (as relevant). Examples of such partners are:
- Urban Jungle (our third-party partner for contents insurance)
- Mango (our third-party partner for removals services)
- Tech Gloves IT
business partners with whom we have entered into, or are about to enter into, a commercial collaboration under which they provide services to us, in circumstances in which the sharing of your personal data is reasonably required for that collaboration and this requirement is not outweighed by your rights
our service providers, including:
- e-mail and mail service providers
- technical and support partners, such as the companies who host our website and who provide technical support and back-up services
- utility providers
- relevant tradespeople
- recruitment service providers
- reference providers and third-party credit and ID checking partners
- local councils for purposes of transferring council tax liability
professional advisers, such as lawyers, accountants, auditors and insurers, who require such information to provide services to us or for other lawful purposes
merger or acquisition partners, to the extent that sharing your personal data is necessary
law enforcement agencies, government or public agencies or officials, regulators, and any other person or entity that has the appropriate legal authority where we are legally required or permitted to do so, to respond to claims, or to protect our rights, interests, privacy, property or safety
any other parties, where we have your specific consent to do so.
Do you have to provide personal data – and, if so, why?
To form a contract with you, we will need some or all of the personal data described above so that we can perform that contract or the steps that lead up to it: this is set out above in this notice. If we do not receive the data, it will not be possible to perform that contract.
If you sign up to our mailing list, you will have to provide certain personal data. Of course, you may decide to stop receiving our mailings at any time.
For how long will your personal data be kept?
We carefully consider the personal data that we store, and we will not keep your information in a form that identifies you for longer than is necessary for the purposes set out in this notice or as required by applicable law. In some instances, we are required to hold data for minimum periods: for example, UK tax law currently specifies a six-year period for retention of some of your personal data.
We may store your contact details, and carry out marketing profiling activities, for direct marketing purposes. If you have given your consent, or if we are otherwise permitted to do so, we may contact you about our services that may be of interest to you. You will be given the opportunity to opt out each time you are contacted.
Do we transfer personal data outside the EEA?
Although we are based in England, we may transfer your personal information to a location (for example, to a secure server) outside the European Economic Area, if we consider it necessary or desirable for the purposes set out in this notice.
In such cases, to safeguard your privacy rights, transfers will be made to recipients to which a European Commission “adequacy decision” applies (this is a decision from the European Commission confirming that adequate safeguards are in place in that location for the protection of personal data), or will be carried out under standard contractual clauses that have been approved by the European Commission as providing appropriate safeguards for international personal data transfers, or by the adoption of EU-US Privacy Shield.
For more information, please contact us as detailed in "Do you want to contact us?" below.
How do we keep your personal data secure?
We have security measures in place designed to prevent data loss, to preserve data integrity, and to regulate access to the data. Only our authorised employees, authorised contractors and third parties processing data on our behalf have access to your personal data.
Where we have given you (or where you have chosen) a password which enables you to access certain parts of our website, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.
We take all reasonable steps to keep your data safe and secure and to ensure the data is accessed only by those who have a legitimate interest to do so. Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to us. Any transmission over the internet is at your own risk. Once we have received your personal data, we will use strict procedures and security features to try to prevent unauthorised access.
Please contact as detailed in "Do you want to contact us?" below if you would like more information about this.
Your information rights
We draw your attention to your following rights under data protection law:
right to be informed about the collection and use of your personal data
right of access to your personal data, and the right to request a copy of the information that we hold about you and supplementary details about that information – you will be asked to provide proof of your identify and residential address, and we may ask you to provide further details to assist us in the provision of such information
right to have inaccurate personal data that we process about you rectified – we want to ensure that the personal information that we process and retain about you is accurate, so please do remember to tell us about any changes, for example if you have moved house or changed your contact details. It is your responsibility to ensure you submit true, accurate, and complete information to us – and please also update us if this information changes
right of erasure – in certain circumstances you have the right to require us to block, erase or destroy personal data that we process about you
right to object to, or restrict:
- processing of personal data concerning you for direct marketing
- decisions being taken by automated means which produce legal effects concerning you or that similarly significantly affect you
- in certain other situations, our continued processing of your personal data
the right of portability of your data in certain circumstances.
You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.
Please contact us as detailed in "Do you want to contact us?" below if you would like to know more about, or to exercise, these rights.
These rights are subject to certain limitations that exist in law. Further information about your information rights is available on the ICO’s website: https://ico.org.uk/.
Changes to this privacy notice
We may change this notice from time to time. You should check this notice on our website occasionally, in order to ensure you are aware of the most recent version.
What should you do if you have a complaint?
We hope that you will be satisfied with the way in which we approach and use your personal data.
Should you find it necessary, you have a right to raise a concern with our supervisory authority, the Information Commissioner’s Office: https://ico.org.uk/.
However, we do hope that if you have a complaint about the way we handle your personal data, you will contact us in the first instance using the contact details as detailed in "Do you want to contact us?" below, so that we have an opportunity to resolve it.
Do you want to contact us?
If you would like to contact us about this notice, including if you wish to receive further information about any aspect of it, our details are as follows:
Residently Services (UK) Limited
60 Pear Tree Street
London EC1V 3SB
For the attention of: The Chief Marketing Officer
Acceptable Use Policy
This Acceptable Use Policy sets out the terms between you and us under which you may access our Site. This Acceptable Use Policy applies to all users of, and visitors to, our Site.
You may use our Site only for lawful purposes. You may not use our Site:
- In any way that breaches any applicable local, national or international law or regulation.
- In any way that is unlawful or fraudulent, or has any unlawful or fraudulent purpose or effect.
- For the purpose of harming or attempting to harm minors in any way.
- To send, knowingly receive, upload, download, use or re-use any material which does not comply with our content standards (see below).
- To transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (spam).
- To knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware.
You also agree:
- Not to access without authority, interfere with, damage or disrupt: *any part of our Site; *any equipment or network on which our Site is stored; *any software used in the provision of our Site; or *any equipment or network or software owned or used by any third party.
We may from time to time provide interactive services on our Site, including, without limitation:
- Chat rooms.
- Bulletin boards.
We will do our best to assess any possible risks for users (and in particular, for children) from third parties when they use any interactive service provided on our Site, and we will decide in each case whether it is appropriate to use moderation of the relevant service (including what kind of moderation to use) in the light of those risks. However, we are under no obligation to oversee, monitor or moderate any interactive service we provide on our Site, and we expressly exclude our liability for any loss or damage arising from the use of any interactive service by a user in contravention of our content standards, whether the service is moderated or not.
The use of any of our interactive services by a minor is subject to the consent of their parent or guardian. We advise parents who permit their children to use an interactive service that it is important that they communicate with their children about their safety online, as moderation is not fool-proof. Minors who are using any interactive service should be made aware of the potential risks to them.
Where we do moderate an interactive service, we will normally provide you with a means of contacting the moderator, should a concern or difficulty arise.
These content standards apply to any and all material which you contribute to our Site (contributions), and to any interactive services associated with it.
You must comply with the spirit and the letter of the following standards. The standards apply to each part of any contribution as well as to its whole.
- Be accurate (where facts are stated).
- Be genuinely held (where opinions are stated).
- Comply with applicable law in the UK and in any country from which they are posted. Contributions must not:
- Contain any material which is defamatory of any person.
- Contain any material which is obscene, offensive, hateful or inflammatory.
- Promote sexually explicit material.
- Promote violence.
- Promote discrimination based on race, sex, religion, nationality, disability, sexual orientation or age.
- Infringe any copyright, database right or trade mark of any other person.
- Be likely to deceive any person.
- Be made in breach of any legal duty owed to a third party, such as a contractual duty or a duty of confidence.
- Promote any illegal activity.
- Be threatening, abuse or invade another’s privacy, or cause annoyance, inconvenience or needless anxiety.
- Be likely to harass, upset, embarrass, alarm or annoy any other person.
- Be used to impersonate any person, or to misrepresent your identity or affiliation with any person.
- Give the impression that they emanate from us, if this is not the case.
- Advocate, promote or assist any unlawful act such as (by way of example only) copyright infringement or computer misuse.
Suspension and termination
We will determine, in our discretion, whether there has been a breach of this acceptable use policy through your use of our Site. When a breach of this policy has occurred, we may take such action as we deem appropriate.
Failure to comply with this Acceptable Use Policy constitutes a material breach of the Booking Terms and Conditions upon which you are permitted to use our Site, and may result in our taking all or any of the following actions:
- Immediate, temporary or permanent withdrawal of your right to use our Site.
- Immediate, temporary or permanent removal of any posting or material uploaded by you to our Site.
- Issue of a warning to you.
- Legal proceedings against you for reimbursement of all costs on an indemnity basis (including, but not limited to, reasonable administrative and legal costs) resulting from the breach.
- Further legal action against you.
- Disclosure of such information to law enforcement authorities as we reasonably feel is necessary.
We exclude liability for actions taken in response to breaches of this Acceptable Use Policy. The responses described in this policy are not limited, and we may take any other action we reasonably deem appropriate.
Changes to the Acceptable Use Policy
We may revise this Acceptable Use Policy at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we make, as they are legally binding on you. Some of the provisions contained in this Acceptable Use Policy may also be superseded by provisions or notices published elsewhere on our Site.
This will be refunded to you at the start of your tenancy, or if we decline your application.
Equivalent to one month’s rent
Late, unpaid, returned rent payments
3% above the base rate of Bank of England per annum, calculated daily.
Any cost incurred for the replacement of keys, fobs, security devices or associated items which have been lost, damaged or broken.
Tenant find & full management service - from 7.5% + VAT
Council Licence Application - Administration charge of £600 (incl VAT) plus cost of licence
Client Money Protection
Your money is protected through the Money Shield client money protection scheme and will be held in a designated client account. https://money-shield.co.uk/page/WhatisMoneyShield