Privacy Policy

Reiver Homes is committed to protecting and respecting your privacy. This notice explains why we collect your personal information and how we use it when you enquire about or purchase one of our homes.

What personal information do we collect?

When you make an enquiry about our homes or services, book an appointment or join our mailing list from our website, we will collect and retain information that you have provided us with, this includes:

  • your contact details (name, email, phone numbers, address)
  • your communication preferences
  • the type and price of home you are looking for
  • the home you currently own (if any) and its sales status
  • why and when you want to move
  • some demographic information about you including age range, household type, profession
  • the source of your enquiry

We require this information to effectively follow up your enquiry and meet your needs. If you do not provide adequate information, we may not be able to do this.

You do not have to provide any information to use our website (but see the section below on Website tracking and cookies). However, certain sections of the website, or services provided within the website, may not be accessible if you choose not to share any information with us.

If you enquire via a 3rd-party (e.g. Rightmove or Zoopla), the 3rd party provider, with your permission, will pass the details you gave them to us for us to provide you with further information.

As we follow up your enquiry we will process further information including:

  • your ability to purchase, including financial resources, and any assistance you may require
  • notes on conversations and meetings you have had with us
  • any correspondence we send and/or have received from you

If you consult an Independent Financial Advisor (IFA) in furthering your purchase, we will process any information you have agreed they can share with us relating to your mortgage in order to process your new home purchase. The IFA will also confirm that they have verified your financial documents; however, we do not hold copies of these documents.

If you decide to start the process of purchasing from us by reserving a home we will process further information on:

  • details of your new mortgage (if you require one)
  • details about the sale of your current house (if you need to sell it or use our Master Move or Part Exchange scheme)
  • contact details of your solicitor, and estate agent if used
  • information required to support any equity loan scheme (such as Help to Buy)
  • the extras you purchase and choices you make (do not hold payment card details)
  • the dates various activities in the process of purchasing a home occurred

Our conveyancer will send contract documents to your solicitor, respond to their queries and process any information they or you may provide in furthering the sale to you of your new home, or in acquiring your home if a part exchange agreement has been made, including:

  • contract terms, deposit payments
  • enquiries and responses
  • certified copies of your passport, driving licence and/or utility bill as required by the CML to support money laundering/fraud legislation
  • a marriage or death certificate in some circumstances to prove succession of title
  • a check on HM Treasury’s Financial Sanction list for evidence of criminal activity

When you complete the purchase of a Reiver home we will process further information relating to:

  • your utility companies and meter readings
  • details of any issues with your home that you have reported to us and how they were followed up
  • your responses to our customer satisfaction survey, unless you elected to respond anonymously


How do we use website tracking and cookies?

When you visit our website, we will place a secure “cookie” in your browser history. A cookie allows us to record your interactions with our website and the device, browser and IP address which you are using.

If you do decide to make an enquiry we will link the information recorded from the website cookie to your personal information used in your enquiry. You can delete the “cookie” from your browser at any time.

We also use HTML web storage to store information locally, such as search results and development locations, to improve the website performance. This too can be deleted by you from your browser at any time.

On occasion, where you have permitted us to, we will send emails to you. Our emails contain tracking codes that allow us to determine if the email was opened and if it was responded to.


How do we use your personal information?

We are required to have a legal basis for processing your personal information. These are most commonly:

  • to perform or take steps to enter into a contract with you
  • to comply with a legal obligation
  • where we have your explicit consent, freely given
  • where it is necessary for our legitimate interests and these are not overridden by your rights and interests

When you make an enquiry, we will use the personal information we hold about you to take steps towards entering into a contract with you such as to:

  • follow up your enquiry and provide further information about the Reiver homes you have shown an interest in
  • determine which Reiver homes may suit your needs, based on the information you provide
  • we will make you aware of new sales releases, offers, events, promotions and other marketing information based on your consent
  • we will use your personal information to tailor our products, understand how you heard about us, improve our website and adapt our marketing channels as we have a legitimate interest to do this

As you progress to reserving a Reiver home we will use your personal information, including passing it to 3rd-parties, to take further steps towards entering into a contract with you such as to:

  • assist you in the journey of tailoring and purchasing a home from Reiver Homes
  • help you with the processing of any (mortgage or equity loan) you may need, including the valuation of the home you are purchasing

We will also use your personal information to comply with our legal obligations, for example to:

  • establish your identity
  • comply with money laundering and fraud legislation
  • prove succession of title

And when you have purchased a home from us we will use your personal information to:

  • provide after-sales support in performance of our contract with you
  • obtain customer feedback on your home and the purchasing process based on our legitimate interests
  • inform you about further Reiver Homes developments and news, with your consent

We may use your information to tailor our marketing activity based on your interests and preferences. We will not use your information to carry out any automated profiling that could have a legal effect on you.


What is our data retention policy?

You may unsubscribe from our marketing activities, and/or state that you are no longer interested in our homes, at any time by using the “unsubscribe” link in each email we send you or by emailing us at feedback@reiverhomes.co.uk.

If you have enquired about purchasing a home we will keep all the information you have provided as long as we believe you may be interested in purchasing a Reiver home.  We will remove your personal information:

  • if you unsubscribe from all our marketing activities, and tell a Sales Advisor you are no longer interested in our homes, or
  • 12 months after your last contact with us, and
  • two years after you last gave consent (but we will ask for your consent again first).

However, we will retain records of your name, postcode, the date of your first enquiry, the history of the consents you have given and our communications (including any email correspondence between you and Reiver Homes concerning your enquiry) for a further period of seven years in accordance with our Data Retention Policy.

If you have purchased a home from us, we will retain your personal information relating to the purchase of your Reiver home for ten years from the date of purchase or until your warranty expires. We will however retain limited information, including your name and the details of the home we sold you, indefinitely for our records.

We will generally retain emails for seven years and this may include any sensitive information, financial or otherwise, that you have provided.


Who do we share personal information with?

We will take reasonable steps to ensure that any 3rd party we pass your personal information to protects and respects your information and complies with the relevant regulations.

We may pass your contact details and details of the home you would like to purchase to an IFA so they can confirm you are able to purchase the home, and, when you are ready, so they can arrange finance (a mortgage) to enable you to purchase the home, but only with your prior agreement.

We will also pass your details and the details of the home you are buying to our own conveyancers, and to your chosen solicitors.

If you are purchasing using a government scheme (e.g. Help to Buy) we will pass necessary details about you to the government agency concerned.

We will pass your details to the NHBC so they can issue a warranty certificate and to utility companies so they may provide you with their services. We will take meter readings on the day you complete the purchase and pass these to the relevant utility company.

After you have completed the process of purchasing a home from us we will pass personal information to other parties as necessary to allow them to provide our after-sales support service. This will include subcontractors to fix faults and provide emergency call-out services, and warranty providers for your boiler and any other equipment or fittings under warranty.

We may pass your contact details to 3rd-parties to provide feedback from you on your new home and the sales process for our legitimate interests and industry-wide reporting unless you exercise your right to object.


Your Rights

In accordance with the EU General Data Protection Regulations (GDPR) effective from 25th May 2018, you have the right to access the information we hold about you, to correct it, erase it, ask us to discontinue or restrict processing it, to object to how we are using it, the right to data portability and the right to withdraw any consent previously given.

Not all of these rights are absolute rights and they may be subject to exceptions.  Also, it is unlikely that the right to data portability will apply to personal information regarding you that we process.  However, the right to withdraw any consent previously provided or to object to direct marketing are absolute rights.

You may see information we hold about you, correct it and change your communications preferences either yourself through our preference centre or by contacting the Sales Advisor you have been dealing with. Alternatively, you may write to us providing a) details of the information you wish to see, correct or have removed and b) a means by which we may verify your identity.

You will not have to pay a fee to access your personal information (or to exercise any of the other rights). However, we may charge a reasonable fee if your request for access is clearly unfounded or excessive. Alternatively, we may refuse to comply with the request in such circumstances.


Contact Us

You may contact us as the data controller if you have any concerns regarding how we use your personal information at feedback@reiverhomes.co.uk or by writing to us at: Reiver Homes, Burgh Road Industrial Estate, Carlisle, Cumbria, CA2 7NA

If you still have a concern about how we process your personal information you also have the right to report it to the Information Commissioner’s Office (ICO) – see https://ico.org.uk/concerns.


This page was last modified in May 2018.