Tenant Shop Privacy Policy

This is the privacy notice for Tenant Shop Services Limited (trading as Tenant Shop)

Tenant Shop Services Limited respects your privacy and is committed to protecting your personal data. This privacy notice will inform you how we look after your personal data if the following circumstances:

• When you visit our website.

• It will also explain how we look after your data when you provide it to us direct.

• Or indirect via a third party such as a Letting Agent or Referencing company.

• It also covers how we look after your information when you provide it to us direct usually via phone in order to obtain a quote or make a purchase.

This policy is set out as follows:

1. Important Information and who we are

2. The Data we collect about you

3. How is your personal data collected?

4. How we use your personal data

5. Disclosures of your personal data

6. International Transfers

7. Data Security

8. Data Retention

9. Your Legal Rights

10. Glossary

1. Important Information and who we are

Who We Are

Tenant Shop Services Limited (Collectively referred to as “Tenant Shop Services Limited”, “we”, “us” or “our” in the privacy notice), registered at 1 London Road, Southampton, Hampshire, England, SO15 2AE, is a company which is incorporated in England & Wales with the number 07162966 and is registered under the Data Protection Act Z305733X

Tenant Shop Services Limited is part of the Comparison Technologies group of Companies. If you want to know more about the Comparison Technologies Group of Companies and its brands, you can find out more at www.comparisontech.com.

Tenant Shop Service Limited is the Data Controller in relation to the Services and Personal Data collected on our site. At times, Tenant Shop may conduct Processor Activities to comply with some of its contractual obligations with its Partners.

Changes to the privacy notice and your duty to inform us of changes

This privacy notice was last updated on 20/05/2025.

It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.

Third-party links

Our website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy notice of every website you visit.

2. The data we collect about you

Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).

We may collect, use, store and transfer different kinds of personal data about you. This includes but is not limited to:

• Identity Data e.g. first name, maiden name, last name, employment status, marital status, title, date of birth and gender.

• Contact Data e.g. billing address, delivery address, email address and telephone numbers.

• Property Data e.g. type, number of rooms, locks, energy usage

• Financial Data e.g. bank account and payment card details.

• Transaction Data e.g. details about payments to and from you and other details of products and services you have purchased from us.

• Technical Data e.g. internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website.

• Tenant Passport Data e.g. your passport information, gender, nationality, next of kin, employment information (salary, start date, details of contacts), income status (benefits, pensions, investments, self-employment), financial details (sort code and account number), accommodation information (previous addresses, current addresses, your residential status at these addresses and any other addresses found in our search), biometric residency permit, right to remain dates and visa information (where relevant).

• Profile Data e.g. your username and password, purchases or orders made by you, your interests, preferences, feedback and survey responses.

• Usage Data e.g. information about how you use our website, products and services.

• Marketing and Communications Data e.g. your preferences in receiving marketing from us and our third parties and your communication preferences.

• Video CCTV is included in some areas of our offices and receptions

• Call Recordings e.g Records of your conversations with us

We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy notice.

Special category and criminal data

Certain types of personal data are considered more sensitive and so are subject to additional levels of protection under data protection legislation. These are known as ‘special categories of data’ and include data concerning your health, racial or ethnic origin, genetic data, biometric data and sexual orientation. 

We may process health information when completing an application to specific Energy Suppliers who offer a Priority Service Register.

In addition to the lawful basis for processing this information set out in the table below, we may process Data for the establishment, exercise or defence of legal claims.

If you fail to provide personal data

Where we need to collect personal data by law, or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with goods or services). In this case, we may have to cancel a product or service you have with us but we will notify you if this is the case at the time.

3. How is your personal data collected?

We use different methods to collect data from and about you including through:

• Direct interactions. You may give us your Personal Data by filling in online forms or by phone. This includes personal data you provide when you:

• apply for our products or services;

• request marketing to be sent to you;

• give us some feedback;

• call recordings.

• Automated technologies or interactions. As you interact with our website, we may automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies, server logs and other similar technologies. We may also receive Technical Data about you if you visit other websites employing our cookies. Please see our cookie policy for further details.

• Third parties or publicly available sources. We may receive personal data about you from various third parties and public sources as set out below:

Technical Data from the following parties:

analytics & tracking providers some such as Google based outside of the UK;

• Google Tag Manager

• Google Analytics

• WordPress

• YouTube

• Hotjar

• advertising networks based inside & outside the UK;

• Google Adwords

• Bing Ads

• Google Display Network

• PPC Protect

• Facebook ads

• Instagram

• Twitter

• Linkedin

• Contact, Financial and Transaction Data from providers of technical, payment and delivery services such as Credit Card Authorisation based outside of the UK.

• From your letting agent.

• Third party software and applications where you are given the choice to share data with us:

• Referencing Companies

• Lettings Software

• Estate Agents Software

• Deposit Companies

• Confirmation and status of services arranged by us from third party provider on your behalf. Example Energy Switch still pending or compete. Third parties we receive information from are:

• AnyVan

• CignPost Advised Limited

• Media Companies

• My Utility Genius

• The Comparison Technologies Group

4. How we use your personal data

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:

• Where we need to perform the contract we are about to enter into or have entered into with you.

• Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.

• Where we need to comply with a legal or regulatory obligation.

We rely on consent and legitimate interest as the legal basis for processing your personal data in relation to marketing communications to you via phone, email or text message. We utilise consent given by you, the data subject, via opt in forms or during verbal interactions with us. And have a legitimate interest regarding contacting you to offer products and services which may be of interest to you. You have the right to withdraw consent and opt out of marketing at any time by contacting data@comparisontech.com.

Purposes for which we will use your personal data

We have set out below, in a table format, a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate.

Note that we may process your personal data for more than one lawful basis depending on the specific purpose for which we are using your data. Please contact data@comparisontech.com if you need details about the specific legal ground we are relying on to process your personal data where more than one ground has been set out in the table below.

Accent Neutralisation

We may utilise AI (Artificial Intelligence) Accent Neutralisation Technology on agent microphones to enhance customer experience when interacting with our Contact Centres.

Marketing

We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising. We have established the following personal data control mechanisms:

Promotional offers from us

We may use your Personal Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you (we call this marketing).

You will receive marketing communications from us if you have requested information from us or purchased services from us or if you provided us with your details when you entered a competition or registered for a promotion and, in each case, you have not opted out of receiving that marketing.

Third-party marketing

We will get your express opt-in consent before we share your personal data with any company outside the Comparison Technologies group of companies for marketing purposes.

Opting out

You can ask us or third parties to stop sending you marketing messages at any time by following the opt-out links on any marketing message sent to you or by contacting data@comparisontech.com. 

Where you opt out of receiving these marketing messages, this will not apply to personal data provided to us as a result of a product/service purchase or other transactions.

Cookies

You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly. For more information about the cookies we use, please see cookies policy.

Change of purpose

We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact data@comparisontech.com. 

If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.

Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

5. Disclosures of your personal data

We may have to share your personal data with the parties set out below for the purposes set out in the table in paragraph 4 above.

• Internal Third Parties as set out in the Glossary.

• External Third Parties as set out in the Glossary.

• Third parties to whom we may choose to sell, transfer, or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy notice.

We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

6. International transfers

We may need to pass your data to our agents and service providers, which may involve passing your data outside of the United Kingdom; we have appropriate safeguards in place for when that happens, which include using appropriate Transfer Mechanisms and ensuring that the third party is appropriately accredited to process personal data safely.

7. Data security

The security of information about you is very important to us, however no data transmission over the internet, or method of electronic storage is 100% secure.  As a result, whilst we strive to protect your personal information, we cannot ensure or warrant the security of any information which you send to us, and you do so at your own risk.  Sensitive information, for example your security information and credit card details, is encrypted to minimise the risk of interception during transit. 

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

8. Data retention

How long will you use my personal data for?

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.

By law we have to keep basic information about our customers including Contact, Identity, Financial and Transaction Data for six years after they cease being customers for tax purposes.

In some circumstances you can ask us to delete your data: see Request erasure below for further information.

In some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely without further notice to you.

9. Your legal rights

Under certain circumstances, you have rights under data protection laws in relation to your personal data. You have the right to:

Request access to your personal data (commonly known as a “data subject access request”). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.

Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.

Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.

Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.

Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios: (a) if you want us to establish the data’s accuracy; (b) where our use of the data is unlawful but you do not want us to erase it; (c) where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or (d) you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.

Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.

Withdraw consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.

You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues The Information Commissioners Office; Wycliffe House, Water Lane, Wilmslow, SK9 5AF, or call: 0303 123 1113 or online at https://ico.org.uk/make-a-complaint/We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance. In the event that you wish to Contact us, you can complete the contact form found on our website, we will collect your email address in order to correspond with you regarding your query.

No fee usually required

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

What we may need from you

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

Time limit to respond

We try to respond to all legitimate requests in line with the ICO’s guidelines. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

11. Glossary

Lawful basis

Legitimate Interest means the interest of our business in conducting and managing our business to enable us to give you the best service/product and the best and most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). 

Performance of Contract means processing your data where it is necessary for the performance of a contract to which you are a party or to take steps at your request before entering into such a contract.

Comply with a legal or regulatory obligation means processing your personal data where it is necessary for compliance with a legal or regulatory obligation that we are subject to.

Third parties

Internal third parties

Other companies in the Comparison Technologies Group acting as controllers or processors and provide IT and system administration services, Accounting Services, Compliance, Marketing and Communication Services and undertake leadership reporting.

External third parties

• Tenant Shop’s Contractual Partners and Service Providers, including but not limited to:

• Letting Agents,

• Removals Partners,

• IT and system administration services,

• Comparison and sales service providers,

• Energy Providers,

• Media Providers,

• Insurance Principal Firms,

• Feedback and service references,

• Professional advisers acting as processors or joint controllers including lawyers, bankers, auditors and insurers based in the United Kingdom who provide consultancy, banking, legal, insurance and accounting services.

• HM Revenue & Customs, regulators and other authorities acting as processors or joint controllers based in the United Kingdom who require reporting of processing activities in certain circumstances.

Should you have any questions about the way in which we process your Personal Data, or wish to exercise any of your Legal Rights, you can email our Data Protection Officer (DPO) at data@comparisontech.com.

We may amend our Privacy Policy from time to time.  If we make any substantial changes in the way your personal information is used we will make that information available by posting a notice on the website.