Privacy Notice Statement

When and what data is collected


We will make every effort only to collect the personal information we need from and about you. The type of information we collect will vary depending on the service we offer to you.

Most of the information we hold will be collected directly from you, but we may also obtain information from another person or organisation if you have given permission for them to share it with us. This could include a Housing Association.

The information we may collect is personal data. This is any information that can be used to identify you, for example, your name, address, email/postal address, telephone number.


Other information collected via website/cookies


Most websites you visit will use cookies to help customise your experience. Cookies are small text files that are placed on your computer by websites that you visit which collect standard internet log information and visitor behaviour information.

The Cookie Law is a piece of privacy legislation which came into force in May 2012 that requires websites to obtain consent from visitors to store or retrieve any information on a computer or any other web connected device, like a smartphone or tablet.

It has been designed to protect online privacy, by making consumers aware of how information about them is collected by websites and enable them to choose whether they want to allow it to take place.

Our website uses cookies to distinguish you from other users of our website. This helps us to provide you with a good experience when you browse our website and to improve our site. In no other context do we use cookies to collect information. The cookies cannot be used to identify you personally.


What is a cookie anyway?


Cookies are little files that almost all websites use as a kind of memory. They are stored in your browser and enable a site to ‘remember’ little bits of information between pages or visits.

We sometimes embed video content from websites such as YouTube. Pages with this embedded content may present cookies from these websites. Similarly, when you use one of the share buttons on our website, a cookie may be set by the service you have chosen to share content through. You should check the relevant third-party website for more information about these cookies.


Do I have to consent to cookies?


No, you can block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to restrict the use of cookies (including essential cookies) you may not be able to access all or parts of our site. You can set your browser not to accept cookies and the Interactive Advertising Bureau website tells you how to remove cookies from your browser. However in a few cases some of our website features may not function as a result.


Cookies and questions?

If you have any queries concerning your personal information or any questions on our use of the information and cookies in general, please contact us via email at

The Interactive Advertising Bureau (IAB) is an industry body that provides in depth information about cookies. For further information visit the IAB website.


How data is used


The Company has a “legitimate interest” in holding and processing your personal data in order to deliver our services to you and to properly manage our business.

When we ask you for information, we will state clearly why we need it. We use the information we collect from or about you (as applicable) in various areas of work, including:

Providing cleaning, grounds, and other services

We will need your personal information, including your name, contact details, telephone numbers and email addresses for use across the Company and by our contractors and partners. This information is required as we will be unable to accept an application for services without it. For example, we would need to verify your identity to ensure an application is genuine. Please speak to us if you have any concerns about this.

To understand how we’re performing (satisfaction surveys, complaints)

To help us monitor our performance and improve the service we provide, we may use your contact details to carry out customer satisfaction surveys and to manage and analyse complaints.

We may record calls for training and quality monitoring purposes, when you contact our customer service centre. Call recordings will be deleted once reviewed or no later than 6 months after recording.

Keeping in touch, understanding your needs and inviting you to events

We may wish to communicate with you and keep you up to date with events and news about the Company which we think will be of interest or use to you.


Where data is kept


Our business is based solely in the United Kingdom, and so we do not ordinarily send data overseas. We may sometimes make use of cloud-based systems to support the management of our business. Where this happens we will ensure that there are appropriate safeguards in place to protect your rights.


Which third parties data is shared with


Who do we share your data with and why?

We will not disclose personal information about you to other parties except where we have a legitimate interest or other good reason to do so or where you have given us your consent to disclose (if required). We will never sell your personal information to any third parties or send you marketing information if you do not wish to receive it. Information is shared across the Company to ensure that you are receiving all the services that are available to you. We may also share your information with our trusted service providers who are authorised to act on our behalf, such as any subcontractors we may use.

There may be additional situations where it is necessary for us to share some of your information with others. Where this is the case, we will only make such disclosures when they are in line with our powers or obligations under the General Data Protection Regulation (“GDPR”) or where they are required by law.


Retention/destruction policy


We hold a variety of data types, which have different requirements for how long we need to keep it. We have a data retention schedule that describes the type of data we hold and their retention timescales. We follow legal requirements and best practice in this area. We will securely destroy / delete personal data when we no longer need it or no longer have a legitimate interest in keeping it.


Data subject rights


The Company is committed to respecting your rights in respect of your personal data. The GDPR provides the following rights for individuals:


The right to be informed


We will be open and transparent about how and why we use your personal information. We do that as far as we can through this policy, and through other documents and signage.


The right of access


You have a right to ask to see the personal information we hold about you and ordinarily the right to have a copy provided to you or someone else on your behalf. A request to see this information is known as a ‘subject access request’ (“SAR”).

SARs need to be made in writing to the Data Protection Officer and we ask that your written request be accompanied by proof of your address and identity. If you require specific information, it is helpful if this is clear in your request, for example, information from a particular time period or about a specific correspondence. If someone is requesting information on your behalf, they will need written confirmation from you to show you consent for us to release this and proof of ID (both yours and theirs).

The company will provide a copy of the information requested free of charge. However, we can charge a ‘reasonable fee’ when a request is manifestly unfounded or excessive, particularly if it is repetitive. We may also charge a reasonable fee to comply with requests for further copies of the same information. This does not mean that we will charge for all subsequent access requests. The fee charged will be based on the administrative cost of providing the information. We will seek to provide you with the information you have asked for within one month, although in certain circumstances it may take longer to provide you with some or all of the information you have asked for and we will try to keep you updated about this as promptly as we can. The data provided to you will be a copy of the information we hold that relates to you, this will not generally include information about your property, for example, repairs logs or contractor visits, as this is unlikely to constitute your ‘personal data’. However, should you wish to receive this, please clearly state this in your request.


The right to rectification


You can ask us to correct your personal data if it is inaccurate or incomplete. Please help us to keep our records accurate by informing us if your details change.


The right to erasure


This is also known as ‘the right to be forgotten’. In some circumstances, you can ask us to consider deleting or removing personal data or to tell us that you object to our processing of your information where there is no compelling reason for this to continue. However, we will need to consider the circumstances of any such request and balance this against our need to continue processing the data. We may decide to override this request in certain circumstances. Please contact us to discuss your options.


The right to restrict processing


In some circumstances, you may ask us to restrict the processing of your personal data.


The right to data portability


This right allows you to obtain your personal data from us and reuse it for your own purposes for different services. If this situation arises, you may be able to ask us to do this.

Please contact us to discuss further.


The right to object


As we are generally relying on our ‘legitimate interests’ as a reason for processing your personal data you can inform us if you object to our processing of your personal data. We can override this objection in certain circumstances.

You can also object to the processing of data for the purpose of direct marketing (including profiling).


How to contact us


For further information, please contact our Data Protection Officer at the following address.


The Data Protection Officer


Just Ask Estate Services Ltd

Just Ask Estate Services Ltd Unit 4A/4B Wintersells Business Park, Wintersells Road West Byfleet Surrey KT14 7LF


How to complain


If you are not satisfied with our response to any query about your personal information that you raise with us, or if you believe that we are processing your personal information in a way which is inconsistent with the law, you can complain to the Information Commissioner’s Office (“ICO”).

Please also contact the ICO if you require general advice on privacy and any data protection issues.


The Information Commissioner’s Office


Wycliffe House

Water Lane


Cheshire SK9 5AF


Helpline 0303 123 1113


Updates to the policy


This Privacy Notice will be kept under review and updated as required. We recommend that you keep up to date via this website. We will let you know if we make any major changes to this Notice. The current version was first published on 2nd May 2018.