Privacy - Silver Oak Property

1. Who we are

This Privacy Notice applies to the use and processing of personal information collected by Silver Oak Property also trading as Silver Oak Property LTD. The ICO Registration number of Silver Oak Property is ZA538479

The phrases “us”, “we” or “our” will mean those businesses which are part of Silver Oak Property on behalf of and in respect of whom this Privacy Notice is made.

For information concerning the collection, use and processing of personal information by any of our third-party business partners or suppliers, please contact our representative with whom you usually deal.

2. Information covered by this Privacy Notice

Personal data. This is information, or any combination of separate pieces of information, that could be used to identify you

Please read this Privacy Notice carefully. If you have any questions about this notice or our use of your personal data, please contact the Silver Oak Property by email to greg@silveroakproperty.com or in writing to 2 Ralph Street, Llanelli SA15 1TU.

3. Where we get personal information from

When you enquire or register for products and services provided by Silver Oak Property we may collect personal information from a variety of sources.

The majority of the personal information which we collect will have been provided by you during the course of your relationship with us either through face to face contact, by telephone, email or electronic communications such as messaging or through the internet.

However, we may also obtain your personal data from other sources including:

information we collect when you visit or create an account on our websites
other Silver Oak Property companies
companies which support advertising services that promote our services including online property portals (such as Rightmove and Zoopla), social media sites (such as Facebook, WhatsApp and Twitter) referencing portals (such as Canopy Rent) and online advertising platforms (such as Google Adwords)
information provided to us by other third parties
other publically available sources such as the electoral roll and HM Land Registry

4. What information we collect

4.1 Information we collect directly from you

Depending on the type of service or product we are discussing, the following are examples of information we may collect directly from you:

Information we may collect directly from you | Why we collect it

Your name, postal address, phone number, email address and details of your requirements | To provide you with estate agency services to find a property to buy or sell
Your marital status, date of birth, nationality and tax status | When you enter into a residential sale or letting agreement
Your date of birth, nationality and details from identity documents you provide | To perform ‘know your client’, anti-money laundering and right to rent checks, as required by law
Proof that you have sufficient funds to support any offer that you may wish to make to buy a property | To ensure you able to pay the required amount of deposit
Financial information, for example, a copy of your bank statement or an agreement in principle from your mortgage provider | To provide evidence of the source of funds you will be using to buy a property
Your bank account details | Where we take payment for the services we provide to yo
Details of your mortgage arrangements, confirmation of how long you have owned the property and details of the source of monies invested in the property when you register to sell | To undertake to know your client and anti-money laundering checks
Evidence that you have the right to let a property | Where you are a landlord and instruct us to assist you with letting a property
Details of any mortgage or insurance, licensing documentation and service contracts which you have in place in relation to a property you wish to let | Where you are a landlord and we are providing you with letting service
Your marital status, employment details, national insurance number, nationality, residential status, bank details and credit history | To carry out referencing and credit checks and the results of those checks
Details relating to your property including photographs, floor plans, energy performance certificate ratings/ home reports, property description and survey results | To deliver our service to you when you engage us to market a property for you
Photographs of your property, an inspection report and inventory, to record the condition of your property at the start or end of a tenancy | To deliver our service to you when you engage us to let a property on your behalf
Move in and move out dates, utility meter serial number and meter readings before a tenant moves into a property and when the tenant moves out | To deliver our service to you when you engage us to let a property on your behalf
Your move in and move out date and details of the deposit paid where you are a tenant when registering or releasing any deposit from a deposit protection scheme | To deliver our service to you when you engage us to let a property on your behalf
Your communication and marketing preferences | To ensure we only send you details of products and services you are interested in through your preferred communication channel

We may, during the course of your relationship with us, request additional information from you which is relevant to the provision of specific services.

Any telephone calls either to or from our customer service teams may be recorded for training, monitoring, compliance and security.

4.2 Information we collect when you visit or create an account on our websites

We use cookies and other technologies to collect information when you visit our web sites, including when you make use of our online chat.

We may collect personal information in connection with your use of our website, such as:

your name, email address, telephone number and property address when you register for an account or use an online form to arrange a viewing, register for property alerts, request a valuation or lettings consultation, book a mortgage appointment or submit an enquiry
data sent from your browser to our server which may include:
- the time, date and duration of your visit
- the site from which you have come (the referral URL)
- the pages you have visited and
- your IP address

Details of how we use cookies are provided in Section 13 ‘Our Use of Cookies’

4.3 Information we obtain from online portals

Where you contact by providing your details through online portals such as Rightmove or Zoopla, we will use the details contact you to provide the services you have requested.

4.4 Information we obtain from third parties

Where we are required by law, or for business needs, we will obtain information about you from third parties, but only after we have your agreement to do so. For example (but not limited to) the third parties we may need to contact our credit reference agencies, banks, employers, accountants and solicitors in order to obtain references, undertake identity verification and basic criminal record checks, and validate your income level and financial history.

5. How we use your information

We will process the information you provide or we obtain from other sources to provide you with products and services and answer any questions you may have.

The following are examples of how we use the information we collect:

To process your registration and confirm your identity

To provide you with the estate agency services which you have asked us to provide, including but not limited to:
- helping you to sell your property
- valuing your property
- arranging and carrying out accompanied viewings
- finding a property to purchase
To provide a full lettings service for tenants, prospective tenants and landlords
To provide property management services
To arrange a survey and valuations
To provide property auction services
To create and manage your online account
To process payment for our services
To provide, administer and communicate with you about Silver Oak Property products, services, offers, programs and promotions, their issuers, acquirers, retailers and partners
To protect a tenant’s deposit by registering it with a deposit protection scheme
To process the receipt and payment of rent and maintenance for you if a property is being let
To arrange an energy performance certificate or home report inspection for you
To arrange an inventory check or to prepare a report on the condition of a property if it is being let
To ensure that utilities are in place and that utility company and local authorities are able to contact you for billing purposes when you move into a property
To carry out tenant referencing and credit checks to assess if you are creditworthy before you move into a property. To carry out such checks, your personal information may be shared with credit referencing companies
To compile business directories, including business contact information and maintain up to date client records
To operate, monitor, evaluate and improve our products, services and websites
To evaluate your interest in and suitability for employment

5.1 Customer Surveys

From time to time we may provide your information to our customer service agencies for research, survey and analysis purposes so that we can monitor and improve the services we provide. We or our agents and sub-contractors may occasionally contact you including by post, email or telephone to ask you for your feedback and comments on our services.

5.2 Information about our products and services

We may also use your personal data to contact you by post, email, telephone or other electronic means to provide you with information about products and services from the Silver Oak Property and carefully selected third parties which we feel may be of interest or relevant to your needs.

Please see Section 12 for information about how you can exercise your rights.

5.3 Credit scoring

Some of the services provided by third parties may involve an automated decision and/or credit scoring to determine whether we are able to provide a service or product.

Using third parties to undertake searches and collate information on our behalf helps make fair and responsible decisions. When coming to these decisions we and third parties will consider:

the information provided on the application form
information about previous account conduct, including any payment arrears and
official public records information such as fraud record information and insolvency records

Any credit scoring methods used by third parties are regularly tested to ensure they remain fair, effective and unbiased.

For further information about automated decisions or credit scoring, please contact the Silver Oak Property by email at greg@silveroakproperty.com

6. Who we share your information with

We may share your information both within the Silver Oak Property of companies and also relevant third party business partners, both for the purposes set out in this Privacy Notice, or for other purposes approved by you.

6.1 Silver Oak Property

We may share information within the Silver Oak Property of companies for the following purposes:

where services are provided by one Silver Oak Property to another pursuant to an intra-company
for the purpose of administering our business
to provide you with information about products and services
for any other purpose agreed by you

6.2 Third-Party service providers

Where we engage third-party service providers to provide products (such as utility services) or other business services and operations, we provide them with only the personal information they need to perform the service or provide the product we request. We contractually require them to securely protect the information, and not to use it for any other purpose.

Indicatively - but not limited to - we may disclose your information to the third parties listed below for the purposes listed:

Third-party | Why we share your personal information

Approved contractors | To install for sale or to let boards, to appoint managing agents and building maintenance contractors, to arrange EPC visits, to arrange for contractors to providing safety & statutory tests and to take inventories
Surveyors | To undertake a structural or Homebuyers survey
Solicitors | To pursue a claim for breach of tenancy
Referencing Companies | Canopy: To check credit worthiness and obtain references for tenants. For fraud prevention, anti-money laundering checks and identity verification Details regarding Canopy can be found at https://www.canopy.rent/legal/privacy-policy
The Local Council | Payment/collection of Council Tax
Landlord, tenant or Guarantor | To comply with our legal obligations where we are providing a lettings service
Utility Warehouse | To arrange the property’s gas and/or electricity and/or Broadband supply to be provided by Utility Warehous
The parties whose property you have viewed or on whose property you have submitted an offer | For the purposes of ascertaining in a potential fee payable for introduced parties (title, first initial, surname) or for other reasons relating to your viewing or offer on a property;
Utility Companies | For payment of utility bills
Debt collection companies | To assist us in recovering any monies which are owed and overdue
Deposit Protection Scheme providers | To provide a Tenancy Deposit Protection Scheme
Property Redress Scheme | Where they are providing a dispute resolution service in connection with letting services

We also provided a link from our website to Google Maps, to show the location of a branch or a property, and to allow you to input your postcode to get directions. If you use or access Google Maps you are bound by the Google Maps/Google Earth Additional Terms of Service https://maps.google.com/help/terms_maps.html including the Google Privacy Policy https://www.google.com/intl/ALL/policies/privacy/index.html

7. Lawful basis of processing

Silver Oak Property processes your information under any of the following lawful conditions:

Performance of a contract - this is where the collection and processing of your data is necessary for the performance of a contract to which you are a party, or in order to take steps at your request prior to entering into a contract
Legal obligation - this is where the collection and processing of your data is necessary for compliance with a legal obligation, for example, verification of identity and fraud prevention
Consent - where we process information under consent we will seek your clear and unambiguous consent before processing your data, for example, to send and/or receive marketing information from other Silver Oak Property
Legitimate interests - some information is processed by Silver Oak Property as part of its legitimate interests which include network and information security, direct marketing, web analytics, updating customer details, lettings, sales, and other core services provided

8. Other situations

We may transfer or otherwise process your personal information:

As part of the sale of a Silver Oak Property to another company, or in relation to the purchase of another business
When we have received your instruction to pass the sale of your property to another agent
To enforce our terms and conditions
When required by law and/or government authorities
- Where, following a member of our staff displaying Covid-19 symptoms, we, including via the staff member, are obliged to provide names and contact details to the NHS Test and Trace Contact Tracing Team of any people that a member of our staff was in close contact within the 48 hours before Covid-19 symptoms started
When requested by the Property Ombudsman Service or any other consumer ombudsman or trade association

9. How long we keep your information for

We will keep your information for as long as is reasonably necessary for the purposes set out in this privacy notice, and to fulfil our legal and regulatory obligations.

For further information about how long we will keep your information, please contact the Silver Oak Property by email at greg@silveroakproperty.com

10. When we communicate with you

10.1 Service related

We will send you service-related communications and respond to any questions which you may ask.

10.2 Marketing our services to you

Where you contact us through our website or make an enquiry in branch or on the phone, or via Rightmove or Zoopla we will use the details you have supplied to us to provide you with our general property marketing list by email.

If you choose to 'opt-out' then we will not email you any further information relating to our general property marketing list.

We may also contact you in order to provide you with information about our core products and services which we believe may be of interest to you, in accordance with your preferences including:

general updates in relation to the property market

We may also carry out targeted advertising to you on social media websites such as Facebook where you have already shown an interest in our services. This is done by analysing the information we collect about your interactions on our websites and making this available to social media networks.

11. How we communicate with you

For service-related communications, we will contact you either by email or through the post. We may also telephone you or send you SMS messages, which may include automated SMS reminders for viewings.

We give you choices about how we communicate promotions and offers to you.

11.1 By email

We only send you promotional emails if you explicitly select to receive these (you opt-in). You can stop receiving promotional email messages from Silver Oak Property by contacting your local branch or by following the link to the Marketing Preference Centre

11.2 By post

We only send you promotional postal mail if you explicitly select to receive these (you opt-in). You can stop receiving promotional postal mail from Silver Oak Property or by changing your preferences in the Marketing Preference Centre

11.3 Mobile Text Messages

We will only send you promotional text messages if you explicitly select to receive these (you opt-in). You can stop receiving promotional text messages from Silver Oak Property by following the opt-out instructions provided in the text message or by changing your preferences in the Marketing Preference Centre

11.4 Telephone

We will only contact you by phone for promotional reasons if you explicitly select to receive these (you opt-in). You can opt out of receiving promotional telephone calls from Silver Oak Property by informing our telephone agents or by changing your preferences in the Marketing Preference Centre

11.5 WhatsApp

12. Your statutory rights

You have a number of rights concerning the personal information we use. These include the right to:

ask us for access to a copy of your personal information we hold about you
ask us to correct your personal information
ask us to delete your personal information

You can delete your online account at any time. This will delete any personal information in your account that we have about you, and it will mean any data about how you’ve used the online account will be made anonymous.

However, deleting your online account will not delete any data you’ve shared with us for reasons that are not connected with your online account. If you wish us to delete your data which is unconnected with your online account, please contact us as described below

withdraw your consent to use your personal information

Where you have provided consent for our processing of your personal data, you may withdraw that consent at any time. If you withdraw your consent, your previous consent will remain valid in respect to our use of your data in relation to good or service we are still contracted to provide

If you would prefer not to receive information from Silver Oak Property or carefully selected third parties you can opt out by contacting your local Estate Agency Branch, or by changing your preferences in the Marketing Preference Centre

We will act to respond to your request to stop receiving promotional email, phone, text or postal messages from Silver Oak Property as quickly as is practicable (around 10 working days, as systems take time to replicate). We will keep information for record keeping purposes, to ensure we fulfil your request not to send particular types of messages.

ask us to restrict the use of your personal data, including direct marketing
object to our use of your personal data
object to an automated decision, including profiling (for example, in terms of credit risk)
lodge a complaint with the Information Commissioner’s Office, if you object to the way we use your personal information. For more information please go to www.ico.org.uk

If you wish to make a request for access to a copy of your personal data, please write to the Silver Oak Property 2 Ralph Street, Llanelli SA15 1TU or email greg@silveroakproperty.com

If you wish to exercise any of your other rights, please write to the Silver Oak Property 2 Ralph Street, Llanelli SA15 1TU or email greg@silveroakproperty.com

We will acknowledge your request and let you know what we will need from you to carry out your request. Every effort will be made to respond to or comply with your request as quickly as possible, and we will ensure our systems are updated as soon as is practicable in response to your request.

13. Our use of cookies

A cookie is a small file placed on your device when you visit a website that can be understood by the site that issued the cookie. We use the information collected by cookies to remember who you are to log you in and to store your preferences when using a particular site. It may contain a unique identifier to ensure that you are not shown the same information and/or are only shown information you have stated that you are interested in.

Our security software may use your IP address and browser version to help protect our systems and provide diagnostic information in the case of an issue.

Further information about our use of cookies is provided in our Cookies Policy

14. How we protect your information

We store your personal information on our computer systems and in our paper records.

We have implemented strict security procedures to ensure that personal information is not damaged, destroyed or misused, and to prevent unauthorised access to your information.

The information that we collect is stored in a secure facility with restricted physical access.

We also use a number of security measures to prevent electronic access.

Where - in line with this Privacy Notice - information is shared with third parties, similar security measures are used to protect your information.

15. Data Transfers

If we need to transfer data outside the European Economic Area (EEA) and the country it’s transferred to is not on an approved list for having adequate security controls in place, we will limit when we do this and the amount of personal data we send. We will also ensure that there is adequate protection in place before sending anything to other countries outside the EEA by imposing contractual obligations on the recipients to ensure the security and confidentiality of your data.

16. Children’s/ under 18 privacy

We do not offer any products or services to children or people under 18 years of age. In certain circumstances (for example a mortgage application) we may need to collect the name and date of birth of children from mortgage applicants and share this with the selected mortgage provider.

17. Links to other websites

Our websites, other electronic portals and documentation may provide links to other websites for your convenience and information. These may operate independently from us and have their own privacy notices or policies, which we strongly suggest you review.

Where linked websites are not owned or controlled by us, we are not responsible for their content or data privacy practices.

18. Our Promise to you

When you provide us with this information, you agree to the collection, use and sharing of your information in accordance with this data privacy notice. Our promise to you is that

We’ll work with other businesses to put together offers we think you might like
You are in control of your data
You can change your privacy settings at any time
If you don’t think the data is correct tell us and we'll put it right
We will keep your data secure
We also promise to collect, process store and share your data safely and securely and to make sure the businesses we work with do the same

19. Updates to our Privacy Notice

We will occasionally update our Privacy Notice, so we suggest that you review this Notice from time to time. If we make substantial changes to our Privacy Notice, we will endeavour to inform you directly about these changes.