Privacy Policy

1. About this Privacy Policy

Effective date: 27 June 2026. Last reviewed: 27 June 2026.

RemedyBridge respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how we collect, use, store, share and protect personal information when you:

• visit or use the RemedyBridge website;
• use our online Housing Disrepair situation checker;
• submit an enquiry;
• ask us to contact you;
• communicate with us by telephone, email or WhatsApp;
• upload photographs, documents or other evidence;
• use our online tools;
• ask us to introduce you to an independent legal service provider;
• or otherwise interact with us.

It also explains your rights under applicable UK data protection law.

Please read this Privacy Policy carefully before providing personal information through the website.

2. Who we are

The RemedyBridge website is operated by RemedyBridge (trading name). Email: info@remedybridge.co.uk.

For the purposes of the UK General Data Protection Regulation and the Data Protection Act 2018, [LEGAL COMPANY NAME] is generally the controller of personal information collected through the RemedyBridge website.

This means that we decide why and how that information is processed.

Where we send information to an independent law firm or another independent professional organisation with your permission, that organisation will ordinarily become a separate controller of the information it receives. It will process the information under its own privacy policy and legal responsibilities.

3. Scope of this policy

This Privacy Policy applies to personal information processed through the RemedyBridge website and associated communications.

It does not govern how an independent law firm, landlord, housing provider, public authority, regulator, insurer or other third party processes your information.

Where we provide a link to another organisation or introduce you to another organisation, you should read that organisation’s privacy policy before providing it with additional information.

4. Personal information we may collect

The information we collect depends on how you use the website.

4.1 Identity information

This may include first name; surname; date of birth where genuinely required; proof of identity; proof of address; signatures; and information shown on identification documents.

We do not require identity documents merely to read the website or complete the initial anonymous situation checker. Where identity documents are requested, we will explain why they are needed.

4.2 Contact information

This may include email address; telephone or mobile number; postal address; property address; postcode; preferred contact method; preferred contact time; and communication preferences.

4.3 Property and tenancy information

This may include the address of the affected property; whether you are a current or former tenant or leaseholder; landlord or managing agent details; type of landlord; tenancy documents; rent and tenancy information relevant to the enquiry; repair history; inspection details; contractor attendances; complaint references; and information about any related housing proceedings.

4.4 Disrepair and evidence information

This may include information about damp; mould; leaks; water ingress; defective heating; boiler problems; unsafe electrics; pests or vermin; defective windows or doors; plumbing and drainage problems; damaged plaster or ceilings; structural concerns; damaged belongings; rooms or facilities affected; when problems began; when the landlord was notified; the landlord’s response; photographs; videos; repair records; inspection reports; correspondence; complaint documents; and other evidence you choose to provide.

4.5 Health and vulnerability information

You may choose to provide information about physical or mental health; disabilities; medical symptoms; medical treatment; the effect of the property conditions on a household member; pregnancy; children or vulnerable people living at the property; or other circumstances relevant to the enquiry.

Health information is special-category personal data and receives additional legal protection. You should provide only information that is reasonably relevant to the enquiry.

4.6 Information about other people

Documents, photographs or messages submitted by you may contain information about family members; children; other household members; landlords; housing officers; contractors; witnesses; or other individuals.

You should avoid providing unnecessary information about another person. Where you provide information about another person, you confirm that you are entitled to provide it or that doing so is reasonably necessary in connection with your enquiry.

4.7 Enquiry and communication information

This may include answers given through the situation checker; enquiry summaries; telephone call notes; emails; WhatsApp messages; requests for support; preferred communication channels; evidence requests; referral decisions; feedback; complaints; and records of our communications with you.

Calls will not be recorded unless we tell you that recording is taking place and provide the relevant information before recording begins.

4.8 Consent and audit information

We may record the consent wording shown to you; whether consent was given; the date and time of consent; the organisation to which you agreed information could be sent; your selected contact methods; withdrawal of consent; privacy notice version; terms version; and other audit information needed to demonstrate your instructions.

4.9 Technical and website information

When you visit the website, we may collect IP address; browser type and version; device type; operating system; approximate location derived from an IP address; page views; referring website; dates and times of access; website interactions; assessment progress; error information; security logs; session identifiers; and cookie or similar-technology information.

We do not intentionally place non-essential analytics or advertising cookies before obtaining the required consent.

4.10 Derived information

We may create information from the material you provide, including a structured enquiry summary; a repair chronology; an evidence inventory; missing-information indicators; duplicate-enquiry indicators; risk or review flags; and an internal preliminary assessment result.

These outputs assist our team. They are not legal advice and do not finally determine whether you have a legal claim.

5. How we collect information

5.1 Directly from you

For example, when you complete a website form; use the situation checker; upload evidence; send an email; contact us by telephone; message us through WhatsApp; or communicate with our team.

5.2 Automatically through the website

Technical information may be collected through essential cookies; consented analytics cookies; server logs; security systems; anti-spam systems; and similar website technologies.

5.3 From an authorised person

Information may be provided by someone acting for you, such as a family member; carer; support worker; litigation friend; authorised representative; or legal adviser. We may ask that person to confirm their authority.

5.4 From professional organisations

Where appropriate and lawful, we may receive information from an independent law firm; another professional adviser; a technology provider; or an organisation involved in dealing with your enquiry.

5.5 From public sources

Where necessary to verify basic information, we may consult publicly available sources, such as public company registers; publicly available landlord information; public regulatory registers; and official public records. We will not use public sources to collect excessive or unrelated information about you.

6. Why we use personal information

We may use personal information to:

• operate and secure the website;
• provide the online situation checker;
• respond to your enquiry;
• communicate through your selected channel;
• assess whether further human review may be appropriate;
• request missing information;
• organise and review uploaded evidence;
• verify identity where necessary;
• prepare an enquiry summary;
• identify a suitable independent legal service provider;
• send information to a named recipient where you have authorised this;
• manage and monitor an introduction;
• prevent fraud, spam, misuse and duplicate submissions;
• investigate complaints;
• comply with legal and regulatory obligations;
• establish, exercise or defend legal rights;
• improve the website and user journey;
• measure website performance where you have allowed analytics;
• and maintain appropriate business and audit records.

7. Our lawful bases

We process personal information only where we have an appropriate lawful basis. Depending on the circumstances, we may rely on one or more of the following.

7.1 Your consent

We may rely on consent where you ask us to contact you using a particular electronic channel; agree that we may send your information to a named independent law firm; agree to receive optional marketing communications; allow non-essential cookies; or expressly provide sensitive information in circumstances where consent is the appropriate condition.

You can withdraw consent at any time by contacting info@remedybridge.co.uk. Withdrawal will not affect processing already carried out lawfully before withdrawal.

7.2 Steps taken at your request

We may process information because you have asked us to provide an online service; review an enquiry; contact you; organise information; or take steps connected with a service you have requested.

7.3 Legitimate interests

We may process information where necessary for our legitimate interests or those of another organisation, provided those interests are not overridden by your rights. These interests may include operating a useful and secure website; responding to enquiries; preventing fraud and misuse; maintaining evidence of instructions and consent; improving our service; protecting legal rights; managing complaints; and ensuring that enquiries are handled efficiently.

We carry out balancing assessments where required. You may object to processing based on legitimate interests.

7.4 Legal obligations

We may process information where necessary to comply with legal obligations, regulatory requirements, court orders or lawful requests.

7.5 Legal claims

We may process information where necessary to establish, exercise, investigate, support or defend legal claims and legal rights.

8. Special-category information

Health information and certain other sensitive information are treated as special-category data.

Where we process special-category information, we will identify both a lawful basis under Article 6 of the UK GDPR and a condition under Article 9 of the UK GDPR.

Depending on the circumstances, we may rely on the processing being necessary for the establishment, exercise or defence of legal claims; your explicit consent; or another condition permitted by law.

We will not use health information for unrelated advertising. We will not carry out facial recognition or biometric identity matching through a general-purpose artificial intelligence system.

9. Online assessment and artificial intelligence

9.1 Initial situation checker

The initial situation checker may use pre-set rules to provide a preliminary result based on your answers. For example, it may consider where the property is located; your relationship to the property; the type of repair problem; whether the landlord was informed; whether the problem remains; and whether another representative is already acting.

The result is intended only to decide the next website step. It is not legal advice; a decision that you have a valid claim; a decision that an independent law firm will act; or a compensation assessment.

9.2 AI-assisted evidence processing

Where enabled, technology may assist us by reading uploaded documents; identifying dates; organising repair information; preparing a chronology; identifying the type of evidence uploaded; detecting missing information; or drafting an internal summary.

AI-generated information may be incomplete or inaccurate. It must be reviewed by a person before being relied on for a referral or material decision.

9.3 No solely automated significant decision

We do not intend to make a final decision producing a legal or similarly significant effect solely by automated means. A person may review the information provided; any automated result; uploaded documents; and whether an enquiry should be progressed.

You may contact info@remedybridge.co.uk to request human review; correct inaccurate information; explain your circumstances; or challenge an automated output.

10. Sharing personal information

We do not sell personal information to data brokers or unrelated advertisers. We may share information only where reasonably necessary and lawful.

10.1 Independent law firms and professional advisers

Where your enquiry appears potentially suitable, we may ask for your permission to send it to a named independent law firm or professional adviser. We will not intentionally send your enquiry to a new recipient without telling you who the recipient is; explaining the purpose; and obtaining the required authority or identifying another lawful basis.

Once an independent law firm receives your information, it will ordinarily process it as a separate controller under its own privacy policy. The law firm will make its own decisions concerning identity checks; conflicts checks; legal merits; funding; acceptance; and whether it can act.

10.2 Technology and service providers

We may use carefully selected providers for website hosting; cloud storage; database services; email delivery; telephone services; secure messaging; document processing; AI-assisted analysis; identity verification; malware scanning; website analytics; consent management; technical support; cybersecurity; backup; and administration.

Where a provider acts as our processor, it must process information under an appropriate written contract and in accordance with our instructions.

10.3 Professional and legal advisers

We may share information with solicitors; accountants; auditors; compliance advisers; insurers; consultants; and other professional advisers, where necessary for advice, governance, insurance, legal rights or compliance.

10.4 Authorities and legal recipients

We may disclose information where reasonably required to comply with the law; respond to a court order; deal with a regulator; prevent or investigate fraud or crime; protect a person from serious harm; defend legal rights; or respond to a lawful request by a competent authority.

10.5 Business changes

If our organisation, website or relevant assets are sold, transferred, reorganised or merged, information may be disclosed to genuine prospective purchasers, advisers or successor organisations subject to confidentiality and data protection safeguards.

11. International transfers

Some technology providers may store information outside the United Kingdom or permit authorised personnel outside the United Kingdom to access it.

Where personal information is transferred internationally, we will use an appropriate legal transfer mechanism where required. This may include a country covered by UK adequacy regulations; the UK International Data Transfer Agreement; the UK Addendum to approved standard contractual clauses; another recognised safeguard; or a permitted legal exception.

Where required, we will assess whether additional safeguards are needed. You may contact us for further information about the safeguards applying to a relevant transfer.

12. How we protect information

We use proportionate technical and organisational safeguards designed to protect personal information. These may include encryption in transit; restricted-access storage; access controls; administrator authentication; audit logs; private file storage; expiring document links; malware scanning; server-side validation; security monitoring; backups; staff confidentiality obligations; supplier due diligence; retention controls; and incident-response procedures.

Uploaded evidence and identification documents are not intended to be sent as ordinary email attachments.

No internet-based system can be guaranteed to be completely secure. You should not send information that is unrelated or unnecessary. If you believe information has been compromised, contact info@remedybridge.co.uk promptly.

13. How long we keep information

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, including complaint handling, legal rights, security, audit and compliance.

Our current intended retention periods are set out below. These may be adjusted where required by law, an active complaint, legal proceedings, fraud prevention or another justified reason.

Anonymous assessment information

Anonymous information that is not submitted may be held only for the current browser session or for up to 30 days where technically necessary to restore progress or prevent abuse.

Incomplete enquiries

An incomplete enquiry containing contact information may generally be retained for up to 12 months from the last meaningful interaction.

Enquiries not progressed or referred

Information may generally be retained for up to 12 months after closure, unless a longer period is reasonably necessary for complaint handling, fraud prevention or legal rights.

Enquiries referred or materially progressed

Core records, consent evidence and relevant communications may generally be retained for up to six years from closure or the last substantive interaction.

Uploaded evidence

Evidence may generally be retained for the same period as the associated enquiry, unless it can safely be deleted earlier after successful transfer and confirmation.

Identity documents

Identity images should normally be deleted within 90 days after the relevant verification or referral has been completed, unless a longer period is necessary and lawful. A record that identity was checked may be retained without retaining the full document.

Consent and suppression records

Consent records may be retained for up to six years where needed to demonstrate instructions. Where you opt out of marketing, we may retain minimal information on a suppression list so that your preference can be respected.

Technical and security logs

Routine technical logs may generally be retained for up to 12 months. Logs connected with a security incident, suspected fraud or legal dispute may be retained for longer where justified.

Analytics

Analytics information is retained in accordance with the settings of the relevant analytics provider and our cookie configuration.

When information is no longer needed, we will delete it, anonymise it or securely dispose of it.

14. Your data protection rights

Depending on the circumstances, you may have the right to:

14.1 Access

You may request confirmation that we process your personal information and ask for a copy.

14.2 Rectification

You may ask us to correct inaccurate or incomplete information.

14.3 Erasure

You may ask us to delete personal information in certain circumstances. This right is not absolute. We may need to retain some information for legal, security, complaint or compliance reasons.

14.4 Restriction

You may ask us to restrict processing in certain circumstances.

14.5 Objection

You may object to processing based on legitimate interests. You have an absolute right to object to direct marketing.

14.6 Portability

Where applicable, you may ask to receive personal information in a structured, commonly used and machine-readable format.

14.7 Withdraw consent

Where processing is based on consent, you may withdraw consent at any time.

14.8 Human review

You may request human involvement where automated processing has been used and raise concerns about an automated output.

14.9 Complain

You may complain to us about how your information has been handled.

To exercise a right, email info@remedybridge.co.uk. We may need to verify your identity before responding.

We normally respond within one month, although the law permits additional time for particularly complex or numerous requests. We will tell you if additional time is required.

We will not ordinarily charge a fee. A reasonable fee may be charged or a request refused where permitted by law, such as where a request is manifestly unfounded or excessive.

15. Marketing communications

We will not treat a request for help as automatic permission to send unrelated marketing.

Where required, we will ask separately whether you wish to receive email updates; SMS messages; WhatsApp updates; or other promotional communications.

You may opt out at any time by using an unsubscribe facility; replying with an opt-out request; changing your preferences where available; or emailing info@remedybridge.co.uk.

Service communications relating to an enquiry are not necessarily marketing and may continue where required to deal with your request.

16. Cookies and similar technologies

The website may use cookies, local storage, pixels, scripts or similar technologies.

Strictly necessary technologies

These may be used without optional consent where necessary to operate the website; maintain security; remember assessment progress; retain cookie choices; prevent fraud; or provide a feature you requested.

Analytics and optional technologies

We will seek the required consent before using non-essential technologies for analytics; performance measurement; personalisation; or advertising.

You may change your cookie preferences through the website’s cookie controls. The website maintains a separate Cookie Policy identifying cookie name; provider; purpose; category; duration; and whether information is shared internationally.

Blocking certain cookies may affect optional features but should not prevent access to essential information.

17. Children

The website is intended for people aged 18 or over.

A parent, guardian, litigation friend or authorised adult may provide limited information concerning a child where it is genuinely relevant to property conditions or an enquiry.

Do not submit a child’s identification document, medical record or other sensitive information unless requested and reasonably necessary. We will apply additional care to information concerning children.

18. Third-party websites

The website may contain links to government services; housing bodies; complaint services; charities; law firms; or other external websites.

We do not control those websites or their privacy practices. A link does not necessarily amount to endorsement. You should review the relevant organisation’s privacy policy before providing information.

19. Changes to this Privacy Policy

We may amend this Privacy Policy to reflect changes in law; changes in technology; changes to the website; changes to our suppliers; or changes to the way information is processed.

The latest version will be published on the website with an updated effective date. Where a change materially affects how existing information is used, we will take reasonable steps to notify affected individuals where required.

20. Complaints

Please contact us first if you have concerns about how we have used your information. Email: info@remedybridge.co.uk.

You also have the right to complain to the Information Commissioner’s Office (ICO), Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF. Telephone: 0303 123 1113.

You may contact the ICO independently and do not have to raise the matter with us first.

21. Contact us

For privacy enquiries, data requests or consent withdrawals, contact the RemedyBridge Privacy Team. Email: info@remedybridge.co.uk.