Privacy Policy – SEM Property Hub

1. Who We Are

SEM Property Hub

Email: sonia@sempropertyhub.co.uk

Telephone: 07683674579

We act as the Data Controller for the personal information you provide to us.

2. Information We Collect

We may collect the following information when you contact us, apply for a tenancy, or use our services:

Name and contact details
Address and proof of identity
Employment and financial information (for referencing)
Right to Rent documentation
Tenancy agreements and related documents
Maintenance reports and communication records
Website form submissions
Any information required to deliver our services as a letting and property management business

3. How We Use Your Information

We use your information to:

Process tenancy applications
Carry out referencing and Right to Rent checks
Manage tenancies and rental payments
Arrange maintenance and repairs
Communicate with landlords and tenants
Meet legal and regulatory obligations
Improve our services and website

We only collect information that is necessary for the services we provide.

4. Lawful Basis for Processing

We process your data under one or more of the following lawful bases:

Contract: To provide tenancy or property management services
Legal obligation: To comply with UK housing and Right to Rent laws
Legitimate interests: To operate and improve our business
Consent: When you voluntarily submit information via our website

5. Sharing Your Information

We may share your information with:

Referencing agencies
Tradespeople and contractors (for repairs)
Deposit protection schemes (TDS)
Utility providers (where required)
Legal or regulatory bodies

We never sell your data to third parties.

6. How We Store Your Information

Your information is stored securely and only retained for as long as necessary to fulfil our legal and contractual obligations.

7. Your Rights

You have the right to:

Access your personal data
Request corrections
Request deletion (where applicable)
Object to processing
Request data portability

To exercise your rights, contact: sonia@sempropertyhub.co.uk

8. Cookies & Website Tracking

Our website may use cookies or analytics tools to improve user experience. You can adjust your browser settings to disable cookies at any time.

9. Updates to This Policy

We may update this policy occasionally. The latest version will always be available on our website.

10. Contact Us

If you have any questions about this Privacy Policy or how we handle your data, please contact us at: sonia@sempropertyhub.co.uk

Complaints Procedure

At SEM Property Hub, we are committed to delivering a high standard of service to all our landlords and tenants. If something goes wrong, we want to hear from you so we can put things right quickly and learn from the experience.

This procedure explains how you can raise a complaint and how we will handle it.

1. Step One – Informal Resolution

Most issues can be resolved quickly and informally.

Please contact us directly so we can address your concerns:

Email: sonia@sempropertyhub.co.uk Phone: 07683 674579

We will aim to resolve your concern within 3 working days.

2. Step Two – Formal Complaint

If you are not satisfied with the informal response, you may submit a formal written complaint.

Please include:

Your full name and contact details
The property address (if applicable)
A clear description of the issue
Any supporting evidence

Send your complaint to: sonia@sempropertyhub.co.uk Subject line: Formal Complaint – SEM Property Hub

We will acknowledge your complaint within 3 working days and provide a full written response within 15 working days.

3. Step Three – Final Review

If you remain unhappy after receiving our formal response, you may request a final internal review. This will be carried out by a senior decision‑maker within SEM Property Hub.

A final written outcome will be provided within 15 working days.

4. Independent Redress – The Property Ombudsman (TPO)

If you have completed our internal complaints process and are still not satisfied, you can escalate your complaint to our independent redress scheme:

The Property Ombudsman (TPO) Website: www.tpos.co.uk Email: admin@tpos.co.uk Telephone: 01722 333306

You must refer your complaint to TPO within 12 months of receiving our final written response.

TPO will only consider your complaint once you have completed our internal procedure.

5. Record Keeping

We keep a record of all complaints to help improve our services and ensure transparency.

6. Commitment to Fairness

We take all complaints seriously and handle them with professionalism, confidentiality, and fairness. Your feedback helps us maintain the high standards we aim for.

Client Money Handling Statement – SEM Property Hub

SEM Property Hub handles client money responsibly, securely, and in full compliance with UK regulations. We follow strict procedures to ensure all client funds are protected and managed transparently.

1. Separate Client Account

All client money is held in a dedicated client account, separate from our business funds.

2. Clear Record Keeping

We maintain accurate, up‑to‑date records of all transactions, including:

Rent payments
Deposits
Contractor payments
Landlord disbursements

3. Deposit Protection

All tenancy deposits are protected with an approved government scheme. We currently use: Tenancy Deposit Scheme (TDS) Website: www.tenancydepositscheme.com

4. Payments to Landlords

Landlord payments are processed promptly once rent is received and cleared.

5. Transparency

Statements and financial records are available to landlords upon request.

6. Compliance

We comply with all relevant UK legislation relating to client money handling and property management.