Privacy Policy – Crown Home Buying & Letting

We keep this Privacy Policy under regular review. The last review was on 18 August 2026. This Privacy Policy was last updated on 18 August 2026.

Crown Home Buying and Letting is a trading name of Crown Home Buying and Letting Ltd, a company registered in England and Wales under company number 13848710. Its registered office is at International House, 1 St. Katharine’s Way, London, England, E1W 1UN.

Crown Home Buying and Letting Ltd (“we”, “us” or “our”) respects your privacy and is committed to protecting your personal data.

This Privacy Policy explains how we collect, use, store and share personal information when you use our services, communicate with us, visit our website or otherwise deal with us in connection with the sale, purchase, letting or management of property.

1. Who We Are

Crown Home Buying and Letting Ltd is an estate and letting agency providing property sales, lettings and property management services.

Registered Office:
International House
1 St. Katharines Way
London
E1W 1UN

For the purposes of UK data protection law, Crown Home Buying and Letting Ltd is the data controller responsible for the personal data described in this Privacy Policy.

Data Protection Contact

If you have any questions about this Privacy Policy, how we use your personal data or wish to exercise your data protection rights, please contact:

Xiu Xiu Sun
Email: info@chbl.uk
Telephone: 0203 949 8888

2. About This Privacy Policy

We process personal data in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation (“UK GDPR”), the Data Protection Act 2018 and, where applicable, changes introduced by the Data (Use and Access) Act 2025.

As an estate and letting agent, we may process information relating to:

• landlords and property owners;
• sellers and prospective sellers;
• buyers and prospective buyers;
• tenants and prospective tenants;
• guarantors;
• contractors and suppliers;
• professional advisers; and
• other individuals involved in property transactions or property management.

This Privacy Policy applies to personal information collected electronically, in writing, verbally, through our website or by other means in the course of providing our services.

3. Information You Give Us

You may provide personal information to us when you:

• enquire about a property;
• request or attend a viewing;
• instruct us to sell, let or manage a property;
• make or receive an offer;
• apply to rent a property;
• enter into a tenancy;
• provide information for tenant referencing;
• communicate with us by telephone, email, messaging services, WeChat, website forms or in person;
• request maintenance or repairs;
• make or receive payments;
• subscribe to property alerts or marketing communications; or
• otherwise use our estate agency, lettings or property management services.

The information you provide may include:

• your name, date of birth and contact details;
• postal and property addresses;
• email address and telephone number;
• WeChat ID or other communication details;
• passport, driving licence or other identification information;
• bank account and payment details;
• employment, salary and affordability information;
• tenancy and rental history;
• property ownership information;
• information about a property you wish to sell, purchase, let or rent;
• references and guarantor information;
• source-of-funds or source-of-wealth information where required;
• communications and correspondence with us; and
• marketing preferences.

The information required will depend on the nature of our relationship with you and the services being provided.

4. Information We Receive From Other Sources

We may also receive personal information about you from other people or organisations where appropriate.

These may include:

• landlords, sellers, buyers or tenants;
• guarantors;
• tenant referencing agencies;
• credit reference providers;
• identity verification providers;
• anti-money laundering and fraud prevention providers;
• solicitors and conveyancers;
• mortgage brokers and lenders;
• surveyors;
• managing agents, freeholders and building managers;
• contractors and maintenance providers;
• utility providers;
• local authorities and other public bodies; and
• publicly available registers and sources.

We may combine information received from these sources with information you provide directly to us where this is necessary and lawful.

5. Information Collected Through Our Website

When you use our website, certain technical information may be collected automatically.

Depending on the technology used on our website, this may include:

• your Internet Protocol (IP) address;
• browser type and version;
• device and operating system information;
• pages viewed;
• date and time of visits;
• how you arrived at or navigated through our website; and
• information collected through cookies or similar technologies.

We may use this information to operate and maintain our website, understand how it is used, improve its performance and security and improve the experience we provide to visitors.

6. Cookies

Our website may use cookies and similar technologies to enable website functionality, understand how visitors use the website and improve our services.

Where required by law, we will obtain consent before placing non-essential cookies on your device.

Further information about the cookies used on our website and how you can manage your preferences should be provided through our Cookie Policy and/or cookie preference controls.

7. Special Category Personal Data

In limited circumstances, we may need to process information considered particularly sensitive under data protection law.

For example, a tenant or prospective tenant may provide health information relating to accessibility requirements or reasonable adjustments required at a property.

We will only process special category personal data where we have an appropriate lawful basis under the UK GDPR together with an applicable legal condition for processing that information.

Depending on the circumstances, this may include obtaining your explicit consent or relying on another condition permitted by law.

8. How We Use Your Personal Data

We may use personal data to:

• respond to property and service enquiries;
• arrange and manage property viewings;
• market properties for sale or rent;
• manage offers and negotiations;
• progress property sales and purchases;
• process tenancy applications;
• carry out tenant referencing and affordability checks;
• prepare and administer tenancy arrangements;
• manage landlord and tenant relationships;
• collect and administer rent, deposits, fees and other payments;
• provide property management services;
• arrange inspections, maintenance and repairs;
• communicate with contractors and service providers;
• verify identity;
• conduct anti-money laundering and other regulatory checks;
• prevent and detect fraud;
• maintain financial and business records;
• respond to complaints and disputes;
• establish, exercise or defend legal claims;
• comply with our legal and regulatory obligations;
• operate, maintain and protect our website and business systems;
• improve our services; and
• provide property information or marketing communications where permitted by law.

We will not use personal data for purposes that are incompatible with the reason it was collected unless permitted or required by law.

9. Our Lawful Bases for Processing

We only process personal data where we have a lawful basis for doing so.

Depending on the circumstances, we may rely on:

Contract

We may process your information where this is necessary to enter into or perform a contract with you, including providing estate agency, letting or property management services.

Legal Obligation

We may process information where necessary to comply with legal or regulatory requirements, including anti-money laundering, taxation, accounting and other statutory obligations.

Legitimate Interests

We may process information where necessary for our legitimate business interests and where those interests are not overridden by your rights and interests.

Our legitimate interests may include:

• managing client and customer relationships;
• responding to enquiries;
• administering and improving our services;
• operating our business;
• protecting our properties, systems and business;
• preventing fraud;
• maintaining appropriate business records; and
• promoting our services where permitted by law.

Consent

In some circumstances we may ask for your consent to process your personal data.

Where we rely upon consent, you may withdraw it at any time by contacting us. Withdrawing consent does not affect the lawfulness of processing carried out before consent was withdrawn.

10. Sharing Your Personal Data

We may share personal information where necessary for the provision of our services, to complete a property transaction, manage a tenancy or property, comply with our legal obligations or otherwise operate our business.

Recipients may include:

• landlords, sellers, buyers and tenants where appropriate;
• solicitors and conveyancers;
• mortgage brokers and lenders;
• surveyors and valuers;
• tenant referencing agencies;
• credit reference providers;
• identity verification providers;
• anti-money laundering and fraud prevention providers;
• tenancy deposit protection providers;
• inventory providers;
• contractors, cleaners and maintenance providers;
• managing agents and building managers;
• utility providers;
• banks and payment service providers;
• insurers;
• accountants, lawyers and other professional advisers;
• IT, software, communications, website and cloud service providers;
• HM Revenue & Customs;
• local authorities;
• courts and law enforcement agencies;
• regulatory and supervisory authorities; and
• other organisations where disclosure is required or permitted by law.

Where another organisation processes personal data on our behalf, we take appropriate steps to require it to protect that information.

We do not sell your personal data to third parties.

11. International Transfers

Some organisations that provide services to us may process or store personal data outside the United Kingdom.

Where personal data is transferred internationally and UK data protection law requires additional protection, we will use an appropriate transfer mechanism.

Depending on the circumstances, this may include:

• transferring personal data to a country or organisation covered by UK adequacy regulations;
• using appropriate contractual safeguards, including the UK International Data Transfer Agreement or UK Addendum where applicable; or
• relying on another transfer mechanism permitted by UK data protection law.

Where necessary, we will consider whether additional safeguards are required to appropriately protect personal data.

12. How Long We Keep Your Personal Data

We keep personal data only for as long as reasonably necessary for the purposes for which it was collected and to satisfy applicable legal, regulatory, accounting and reporting requirements.

The appropriate retention period depends on factors including:

• the type and sensitivity of the information;
• why we collected it;
• our relationship with you;
• statutory and regulatory requirements;
• applicable limitation periods;
• whether the information may be needed in connection with a complaint, dispute or legal claim; and
• legitimate record-keeping requirements.

For example:

• tenancy and property management records may be retained after a tenancy or management arrangement ends;
• property transaction records may be retained after completion or after a proposed transaction ends;
• anti-money laundering records will be retained for the period required by applicable legislation;
• accounting and financial records will be retained for applicable statutory periods; and
• marketing information will generally be retained while relevant or until you opt out or withdraw consent where consent applies.

We may retain limited information necessary to record that you have opted out of marketing so that we can respect your preference in the future.

When personal data is no longer required, we will securely delete or anonymise it in accordance with our retention procedures.

13. Keeping Your Personal Data Secure

We take appropriate technical and organisational measures to protect personal data from accidental or unlawful loss, destruction, alteration, unauthorised access or disclosure.

Measures may include, where appropriate:

• access controls;
• password protection and account security;
• secure electronic systems and storage;
• appropriate physical security;
• staff training and awareness;
• limiting access to information to those who need it for legitimate business purposes;
• appropriate requirements for service providers; and
• procedures for responding to suspected personal data breaches.

Although we take reasonable measures to protect personal information, no method of transmitting information over the internet or electronic storage system can be guaranteed to be completely secure.

14. Marketing

We may send information about properties and our services where we are permitted to do so under applicable data protection and electronic marketing laws.

Where consent is required, we will ask for your consent before sending marketing communications.

You can ask us to stop sending marketing communications at any time by:

• using an unsubscribe facility provided in the communication, where available; or
• contacting us at info@chbl.uk.

Opting out of marketing will not prevent us from sending communications that are necessary in connection with an existing property transaction, tenancy, property management arrangement or other service.

15. Your Data Protection Rights

Depending on the circumstances, UK data protection law gives you a number of rights in relation to your personal data.

These may include:

• Right of access – you may ask for confirmation that we process your personal data and request a copy of that information.
• Right to rectification – you may ask us to correct inaccurate or incomplete personal data.
• Right to erasure – you may ask us to delete your personal data in certain circumstances.
• Right to restriction – you may ask us to restrict how we process your personal data in certain circumstances.
• Right to data portability – in certain circumstances, you may ask to receive personal data you provided to us in a structured, commonly used and machine-readable format or ask us to transfer it to another organisation.
• Right to object – you may object to certain processing based on legitimate interests and may object at any time to processing for direct marketing.
• Rights relating to automated decision-making – where applicable, you may have rights relating to decisions based solely on automated processing that have legal or similarly significant effects.
• Right to withdraw consent – where we rely on consent, you may withdraw that consent at any time.

These rights are subject to certain conditions and exemptions under applicable law.

We may need to verify your identity before dealing with a request.

To exercise any of these rights, please contact us using the details in section 1.

16. Links to Other Websites

Our website may contain links to websites operated by third parties.

If you follow a link to another website, that organisation may collect and process your personal information under its own privacy policy.

Crown Home Buying and Letting Ltd is not responsible for the privacy practices of third-party websites. We recommend reviewing the relevant privacy information before providing personal data to another organisation.

17. Personal Data Breaches

If a personal data breach occurs, we will investigate the circumstances and assess the potential risk to affected individuals.

Where required by law, we will notify the Information Commissioner’s Office without undue delay and, where feasible, within 72 hours of becoming aware of a reportable personal data breach.

Where a breach is likely to result in a high risk to an individual's rights and freedoms, we will also notify affected individuals without undue delay where required by law.

We will maintain appropriate records of personal data breaches.

18. Data Protection Complaints Procedure

Crown Home Buying and Letting Ltd takes concerns about the handling of personal data seriously.

In accordance with applicable data protection legislation, including the Data Protection Act 2018 as amended by the Data (Use and Access) Act 2025, we have a procedure for handling data protection complaints.

If you believe that we have not handled your personal data appropriately or have not complied with our obligations under data protection law, you may make a data protection complaint to us.

Complaints can relate to matters including:

• how we have collected, used, shared or retained your personal data;
• the security of your personal data;
• how we have responded to a request to exercise your data protection rights;
• information you believe is inaccurate or has not been corrected;
• direct marketing or other communications involving your personal data; or
• any other concern about how we have handled your personal data.

How to Make a Data Protection Complaint

You can make a complaint by contacting:

Xiu Xiu Sun
Email: info@chbl.uk
Telephone: 0203 949 8888

You may also write to us at:

Crown Home Buying and Letting Ltd
International House
1 St. Katharines Way
London
E1W 1UN

When making a complaint, please provide enough information for us to understand and investigate your concerns. Where possible, this should include your name and contact details, details of your complaint, relevant dates and any supporting information.

How We Will Handle Your Complaint

When we receive a data protection complaint, we will:

• acknowledge receipt of your complaint within 30 days;
• make appropriate enquiries into the matters raised;
• take appropriate steps to investigate and respond to your complaint without undue delay;
• keep you informed about the progress of your complaint where appropriate; and
• inform you of the outcome of our investigation without undue delay.

We may contact you if we require further information to investigate your complaint.

We will handle complaints fairly, appropriately and in accordance with applicable data protection legislation.

If you remain dissatisfied after we have considered your complaint, you have the right to raise your concerns with the Information Commissioner’s Office (ICO).

Information about making a data protection complaint to the ICO is available at www.ico.org.uk.

19. Changes to This Privacy Policy

We keep this Privacy Policy under regular review.

We may update it where necessary to reflect changes to:

• our services or business practices;
• the personal data we process;
• the organisations with whom we work;
• technology or systems we use;
• applicable legislation; or
• regulatory guidance.

The latest version of this Privacy Policy will be made available on our website.

Where a change materially affects how we process personal data, we will take appropriate steps to bring the change to the attention of affected individuals where required.

20. Policy Review History

We keep this Privacy Policy under regular review and maintain a record of significant reviews and updates.

18 August 2026 – Full review and update

The Privacy Policy was reviewed and updated to reflect current UK data protection requirements, including the Data (Use and Access) Act 2025 and the data protection complaints requirements that came into force on 19 June 2026. A formal Data Protection Complaints Procedure was added. Other sections were also reviewed and clarified, including the collection and use of personal data, lawful bases for processing, data sharing, international transfers, retention, security, marketing and individual rights.

13 November 2025 – Review and update

The previous version of the Privacy Policy was reviewed and updated.

Last reviewed: 18 August 2026

Last updated: 18 August 2026