PRIVACY POLICY
Last updated: September 2026
Help Tenants is a trading name of New Start Financial Solutions Ltd, a company registered in England and Wales under company number 07352004.
This Privacy Notice explains how we collect, use, store and share your personal information when you contact us, use our website, make an enquiry about our services or otherwise interact with us.
1. Who we are
For the purposes of UK data protection law, New Start Financial Solutions Ltd is responsible for the personal information it collects and processes through Help Tenants.
If you have any questions about this Privacy Notice or how we use your personal information, you can contact us at:
Email: info@helptenants.co.uk
2. What personal information we collect
Depending on your interaction with us, we may collect information including:
your name;
postal address;
email address;
telephone number;
details about your tenancy and landlord;
details relating to the condition of your property and any reported disrepair;
photographs, videos and other evidence you provide;
information you provide when discussing your circumstances or potential claim with us;
records of communications with you;
information relating to your enquiry and the progress of any referral; and
any other information you choose to provide to us.
Some information you provide may include special category personal data where this is relevant to your circumstances or potential claim. Where we process this type of information, we will ensure that an appropriate lawful basis and additional condition for processing applies.
3. How we obtain your information
We may obtain personal information:
directly from you when you contact us, complete an enquiry form, speak with us by telephone or otherwise provide information to us;
when you respond to advertising or direct postal marketing from Help Tenants;
from lead generation or marketing partners where they are permitted to collect and provide your information to us;
from publicly available sources where appropriate; and
from professional or business partners involved in assessing or progressing your enquiry, where appropriate.
Where we receive your personal information from another source, we take reasonable steps to ensure you are provided with appropriate privacy information.
4. How we use your information
We may use your personal information to:
respond to your enquiry;
assess whether you may have a potential housing disrepair claim;
contact you about your enquiry;
obtain further information or evidence from you;
conduct appropriate initial checks or vetting;
refer your enquiry and supporting information to an appropriate solicitor where you have agreed to this;
communicate with solicitors, vetting providers and other relevant service providers in connection with your enquiry;
maintain appropriate business, compliance and audit records;
manage complaints or queries;
comply with our legal and regulatory obligations;
prevent or detect fraud or misuse of our services; and
where permitted, provide information about services that may be relevant to you.
5. Our lawful bases for processing
UK data protection law requires us to have a lawful basis for processing your personal information.
Depending on the circumstances, we may rely upon:
Consent
Where you have given us clear permission to use or share your personal information for a particular purpose.
Legitimate interests
Where processing is reasonably necessary for our legitimate business interests or those of a third party, provided those interests are not overridden by your rights and interests.
This may include responding to enquiries, administering our services, maintaining appropriate business records, preventing fraud and certain marketing activities where permitted by law.
Contract
Where processing is necessary to take steps at your request before entering into a contract or to perform a contract with you.
Legal obligation
Where we need to process information to comply with a legal or regulatory requirement.
Where consent is our lawful basis, you may withdraw that consent at any time. Withdrawal of consent does not affect processing that took place before consent was withdrawn.
6. Sharing your information
Where necessary and appropriate, we may share personal information with:
solicitor firms to whom a potential claim is referred;
external vetting or verification providers assisting with the assessment of an enquiry;
service providers that support our business, such as IT, communications, hosting and administrative service providers;
professional advisers;
regulators, law enforcement agencies, courts or other authorities where we are legally required to do so; and
other organisations where you have specifically authorised us to share your information.
We do not sell your personal information.
Where your information is to be provided to a solicitor or external vetting provider for assessment of a potential claim, we will explain this to you and obtain appropriate permission where required.
7. Marketing
We may use personal information for marketing purposes where we have an appropriate lawful basis to do so.
Where consent is required for a particular type of marketing communication, we will obtain that consent before sending it.
You can ask us to stop using your personal information for direct marketing at any time by contacting us.
We may also undertake direct postal marketing where permitted by law. Where we use personal information for this purpose, we will consider whether our legitimate interests provide an appropriate lawful basis and respect your right to object to direct marketing.
8. Information obtained from third-party lead providers
We may receive enquiries or leads from third-party lead generation or marketing providers.
Where this happens, we expect providers supplying personal information to us to comply with applicable data protection and direct marketing requirements and to have an appropriate lawful basis for collecting and sharing the information.
We may carry out appropriate checks on the source of leads and the permissions or other lawful basis relied upon.
When we receive your information from another organisation, we will provide you with appropriate information about our processing as required by data protection law.
9. How long we keep your information
We keep personal information only for as long as reasonably necessary for the purpose for which it was collected and to meet any legal, regulatory, contractual or legitimate business requirements.
The appropriate retention period may vary depending on the nature of your enquiry, whether your enquiry results in a referral or claim, and whether we are required to retain particular records for legal, regulatory or compliance purposes.
When personal information is no longer required, we will securely delete or anonymise it in accordance with our retention procedures.
10. How we protect your information
We use appropriate technical and organisational measures designed to protect personal information against unauthorised access, alteration, disclosure, loss or misuse.
Access to personal information is limited to those who require it for legitimate business purposes.
While we take appropriate measures to protect personal information, no internet-based system can be guaranteed to be completely secure.
11. International transfers
Some organisations that provide services to us may process information outside the United Kingdom.
Where personal information is transferred internationally, we will ensure that appropriate safeguards are in place where required by UK data protection law.
12. Your data protection rights
Depending on the circumstances, you may have the right to:
request access to personal information we hold about you;
ask us to correct inaccurate or incomplete information;
ask us to erase your personal information;
ask us to restrict the way we process your information;
object to certain processing;
request transfer of certain information in a portable format;
withdraw consent where we rely on consent; and
object at any time to the use of your personal information for direct marketing.
Not all rights apply in every circumstance. If you make a request, we will consider it in accordance with applicable data protection law.
To exercise your rights, please contact:
13. Complaints
If you have concerns about how we use your personal information, please contact us first so that we have an opportunity to address them.
You also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s independent data protection regulator.
Information about making a complaint is available from the Information Commissioner’s Office.
14. Cookies and website technologies
Our website may use cookies and similar technologies to operate the website, understand how it is used and, where applicable, support advertising and marketing.
Where consent is required for the use of cookies or similar technologies, we will request your consent.
Further information about the cookies we use should be provided through our Cookie Policy or cookie consent tool.
15. Changes to this Privacy Notice
We may update this Privacy Notice from time to time to reflect changes to our services, business practices or legal and regulatory requirements.
The latest version will be published on our website and the date at the top of this notice will be updated when material changes are made.
16. Contact us
If you have any questions about this Privacy Notice, how we use your personal information or wish to exercise your data protection rights, please contact:
Help Tenants
A trading name of New Start Financial Solutions Ltd
Company No. 07352004
Email: info@helptenants.co.uk