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Policies & Procedures

Privacy Policy


Effective Date: 15/09/2025


This Privacy Policy explains how Maple MS Ltd ("we", "our", "us") collects, uses, discloses, and protects the personal data of landlords, tenants, and prospective tenants in compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

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1. Data Controller
Maple Management Services is the data controller responsible for your personal data. Our registered address is: Treloar, Loves Wood, Mortimer Common, Reading, RG7 2JX. For any queries, you may contact us at: fred@maplemanagement.co.uk or +44 7399 701171.

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2. Personal Data We Collect
We may collect and process the following types of personal data:


For Landlords:

  • Full name, contact details (address, email, phone number)

  • Bank account details (for rental income payments)

  • Proof of identity and ownership

  • Communication records

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For Tenants/Prospective Tenants:

  • Full name, contact details (address, email, phone number)

  • Date of birth

  • Employment and income details (for affordability checks)

  • Credit history and references

  • Proof of identity (passport, driving licence, etc.)

  • Right to rent documentation (as required by law)

  • Bank details (for rent payments)

  • Emergency contact details

  • Communication records

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3. How We Collect Personal Data
Directly from you when you fill in application forms, contracts, or communicate with us
From third-party referencing agencies, credit check providers, or previous landlords/employers (with your consent)
From publicly available sources (e.g., Land Registry, Companies House)


4. Purposes and Lawful Bases for Processing
We process your personal data for the following purposes:​

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  • To perform our contractual obligations (e.g., tenancy agreements, property management services)

  • To comply with legal obligations (e.g., right to rent checks, tax reporting)

  • To protect our legitimate interests (e.g., ensuring rent is paid, maintaining property standards)

  • With your consent (where required, e.g., for direct marketing)

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5. Sharing of Personal Data
We may share your personal data with:

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  • Referencing and credit check agencies

  • Maintenance contractors and service providers

  • Utility companies and local councils

  • Government authorities, regulators, or law enforcement (where legally required)

  • Legal advisers, accountants, and insurers

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We ensure that all third parties respect the security of your data and comply with data protection law.

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6. International Transfers
We do not routinely transfer your personal data outside the UK. If a transfer is necessary, we will ensure adequate safeguards are in place (e.g., UK adequacy regulations or standard contractual clauses).

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7. Data Retention
We retain personal data only as long as necessary:

 

  • Landlord and tenancy records: up to 7 years after the end of the contractual relationship (for legal and tax purposes)

  • Application forms (unsuccessful tenants): up to 6 months

  • Financial records: 7 years

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8. Your Rights
Under UK GDPR, you have the following rights:​

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  • Right to access your personal data

  • Right to rectification of inaccurate data

  • Right to erasure (where applicable)

  • Right to restrict processing

  • Right to data portability

  • Right to object to processing

  • Right to withdraw consent (where consent is the lawful basis)

  • Right to lodge a complaint with the Information Commissioner's Office (ICO)

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9. Data Security
We implement appropriate technical and organisational measures to protect your data from loss, misuse, unauthorised access, disclosure, alteration, or destruction.

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10. Updates to This Policy
We may update this Privacy Policy from time to time. The latest version will always be available on our website or upon request.

Complaints Procedure

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1. Purpose

We aim to provide a high standard of service. However, if at any time you feel that we have not met your expectations, you have the right to complain. This procedure explains how to do that, how we will handle your complaint, and what you can do if you remain dissatisfied.

 

2. What is a Complaint

A complaint is any expression of dissatisfaction about our service, whether verbal or written, where you believe we have done something wrong or failed to do something we should have done.

 

3. How to Make a Complaint

  • You can submit your complaint in writing (email).
     

  • Please include as much detail as possible:
     

    • Your name, address, and contact details
       

    • What you are complaining about, with dates, times, people involved
       

    • What outcome you are seeking (what you want us to do to resolve this)
       

    • Any supporting documents or evidence
       

4. Internal Handling (Our Promise to You)

Stage 1 – Acknowledgement
We will acknowledge your complaint in writing (email or letter) once we receive it, confirming we are investigating.
Within 3 working days of receipt.


Stage 2 – Investigation & Response
We will look into your complaint, gather any relevant information, and respond to you with a full answer, addressing all your points, proposing what we will do to resolve things (if we agree there’s a problem).
Within 10 working days of acknowledgement.


Stage 3 – Review / Appeal (if still dissatisfied)
If you are not satisfied with the response, you may ask for a review by a senior person/management not previously involved. We will respond with the outcome of this review.
Within 10 working days of your request for review.

 

5. What if We Cannot Resolve Your Complaint Internally

If after 8 weeks from the date you first submitted your complaint you have not received a satisfactory resolution, or if you have exhausted all internal stages and still feel dissatisfied, you have the right to refer your complaint to an external independent body – the Property Redress Scheme (PRS).

 

6. Property Redress Scheme (PRS)

If we are unable to resolve your complaint to your satisfaction, you may escalate it to the Property Redress Scheme. Below are the details and conditions:

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Contact details:

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When you can contact PRS:

  • You must have followed our internal complaints procedure first.
     

  • Wait up to 8 weeks from when you first complained to us, or until we have provided our final written response.
     

  • Usually your last communication with us should have been within the past 12 months.

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What PRS can do:

  • PRS will assess your complaint and try to mediate a resolution. If mediation fails, they can make a formal decision.
     

  • It is free for the complainant to use. 

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