1. Introduction
Arising Property Maintenance ("APM", "we", "us" or "our") is a property maintenance service provider operating in London, United Kingdom.
We provide property maintenance, reactive repairs, planned preventative maintenance and temporary staffing support to landlords, estate agents, property managers and other clients.
We respect your privacy and are committed to protecting your personal information.
This Privacy Policy explains how we collect, use, store, share and protect personal data when you visit our website, request our services, communicate with us or use our authorised online systems.
We aim to process personal information in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
2. Who We Are
Business Name: Arising Property Maintenance (APM)
Website: https://apm-ldn.co.uk
Service Area: London, United Kingdom
Privacy Contact: services@apm-ldn.co.uk
APM is responsible for determining how and why personal information is processed for its own business operations, where it acts as a data controller.
Where we process personal data solely on behalf of another organisation, such as a property management company, that organisation may be the data controller and APM may act as a data processor.
For privacy enquiries or requests concerning your personal information, please contact us using the details above.
3. Information We Collect
Depending on how you interact with APM, we may collect the following information.
3.1 Personal and Contact Information
- Full name
- Email address
- Telephone number
- Business or organisation name
- Property address
- Billing address
- Job title or professional role
3.2 Property and Maintenance Information
When requesting maintenance services, we may collect:
- Property location and access instructions
- Description of maintenance issues
- Photographs and videos of defects
- Maintenance history
- Equipment and appliance information
- Appointment preferences
- Job reports and completion records
- Customer signatures and approvals
Photographs and videos may contain personal information where individuals, identifiable possessions or private details are visible.
3.3 Financial and Transaction Information
Where applicable, we may process:
- Quotation and estimate information
- Invoice records
- Payment status
- Transaction references
- Billing details
- Business accounting records
Where payments are handled through an external payment provider, the provider may process payment information under its own privacy terms.
3.4 Website and Technical Information
When you access our website, certain technical information may be collected, including:
- IP address
- Browser type
- Device information
- Website activity
- Access dates and times
- Authentication and security logs
- Cookie preferences
The precise information collected depends on the technologies operating on our website.
3.5 Staff and Technician Information
For authorised users of our operational systems, we may process:
- Names and contact information
- Account credentials and access permissions
- Job assignments
- Attendance and timesheet records
- Maintenance reports
- Uploaded photographs and documents
- Professional qualifications and compliance records
- Work-related location information, where enabled
Where GPS-based attendance or job-location functionality is used, location information should be collected only for specified operational purposes, with appropriate notice and safeguards.
4. How We Use Your Information
We process personal information for legitimate and clearly defined business purposes.
These may include:
- Responding to enquiries and quotation requests.
- Providing property maintenance services.
- Scheduling appointments and assigning technicians.
- Preparing quotations, invoices and maintenance reports.
- Communicating with customers and property managers.
- Managing service agreements and customer relationships.
- Maintaining financial and accounting records.
- Managing authorised staff and technician access.
- Protecting the security of our website and systems.
- Meeting applicable legal and regulatory obligations.
- Improving our services and operational processes.
- Sending marketing communications where legally permitted.
We will not use personal information for purposes incompatible with those for which it was collected unless permitted by law.
5. Our Legal Bases for Processing
Under UK GDPR, we must have a lawful basis for processing personal information.
Depending on the circumstances, we may rely on:
Contractual necessity
To take steps at your request before entering into a contract or to fulfil a contract with you, including preparing quotations, arranging maintenance services and processing payments.
Legal obligations
To comply with applicable accounting, tax, employment, health and safety, and other legal requirements.
Legitimate interests
To manage and improve our business, communicate with relevant business contacts, protect our systems, prevent fraud and maintain operational records, provided those interests are not overridden by individuals' rights and freedoms.
Consent
Where consent is legally required, including certain electronic marketing activities and non-essential cookies.
You may withdraw consent at any time where processing relies on consent.
Withdrawal does not affect the lawfulness of processing carried out before withdrawal.
6. Sharing Your Personal Information
We may share personal information with trusted parties where necessary for legitimate business purposes.
These may include:
- Authorised APM employees and technicians
- Approved subcontractors
- Property owners and property management companies
- IT hosting and software providers
- Accounting and payment service providers
- Professional advisers
- Insurers
- Regulatory authorities and law enforcement agencies where legally required
We only share information that is reasonably necessary for the relevant purpose.
Where third parties process personal information on our behalf, we seek to ensure appropriate contractual and security arrangements are in place.
We do not sell personal information to third-party data brokers.
7. Website Accounts and Operational Portals
APM operates restricted online systems for authorised administrative and technical personnel.
These systems may include:
- Administrator Dashboard
- Technician Portal
- Job management
- Maintenance reporting
- Attendance management
- Financial administration
- Operational communications
Access to these systems is restricted according to assigned user permissions.
We may retain account activity and security logs to support system security, operational accountability and investigation of unauthorised activity.
Users are responsible for protecting their login credentials and reporting suspected account misuse.
8. Artificial Intelligence and Automated Processing
APM may use AI-assisted tools to support administrative and operational activities.
These may include preparing maintenance report drafts, organising job information, supporting enquiries and assisting with business administration.
Where personal information is processed through AI-assisted systems, we will seek to apply appropriate data protection and security safeguards.
We will assess the information shared with AI service providers and ensure that personal data is processed for appropriate purposes.
9. Cookies and Website Technologies
Our website may use cookies and similar technologies to support:
- Essential website functionality
- User authentication
- Security
- Session management
- Website preferences
- Analytics, where implemented
Essential cookies may be necessary for the website to operate correctly.
Where legally required, we will request consent before using non-essential cookies or similar technologies.
Visitors should be able to manage applicable cookie preferences.
Details of cookies actually used by the website should be provided through an appropriate cookie notice or policy.
10. Data Security
We take reasonable technical and organisational measures to protect personal information against unauthorised access, loss, alteration, misuse or disclosure.
Depending on the systems used, these measures may include:
- Access controls
- Role-based permissions
- Secure authentication
- Encrypted communications
- Restricted administrative access
- System monitoring
- Secure backups
- Security updates
No electronic storage or transmission method can guarantee absolute security.
We review relevant security risks and take appropriate action where necessary.
11. How Long We Keep Information
We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including applicable legal, accounting, contractual and regulatory requirements.
Retention periods depend on the type of information.
For example:
- Enquiry records are retained according to our documented business retention schedule.
- Maintenance records are retained where needed for service history, contractual obligations, complaints or legal claims.
- Financial records are retained for applicable tax and accounting periods.
- Staff and technician information is retained in accordance with relevant employment, contractual and legal obligations.
- Security logs are retained for a proportionate period based on operational and security requirements.
When information is no longer required, we will securely delete or anonymise it, subject to applicable legal obligations.
12. Your Data Protection Rights
Under UK data protection law, you may have the following rights, depending on the circumstances:
- Right of access: Request a copy of your personal information.
- Right to rectification: Request correction of inaccurate or incomplete information.
- Right to erasure: Request deletion of personal information in certain circumstances.
- Right to restriction: Request limits on how your information is processed.
- Right to data portability: Request transfer of certain personal information in a structured, commonly used and machine-readable format.
- Right to withdraw consent: Withdraw consent where processing relies on it.
- Rights concerning automated decision-making: Exercise applicable protections relating to qualifying automated decisions.
Your right to object
You have the right to object to processing based on legitimate interests in certain circumstances.
You also have the right to object at any time to the processing of your personal information for direct marketing purposes.
To exercise your rights, contact us using the details in Section 2.
We may request information necessary to verify your identity before responding.
We will respond within the timeframes required by applicable law.
13. International Data Transfers
Some technology or service providers used by APM may process or store personal information outside the United Kingdom.
Where personal information is transferred internationally, we will assess the applicable legal requirements and use an appropriate transfer mechanism or safeguard where required.
Information about relevant safeguards may be requested using our privacy contact details.
14. Marketing Communications
APM may communicate with existing customers and relevant business contacts about our services where permitted by applicable law.
Where consent is required, we will obtain it before sending marketing communications.
Recipients may opt out of marketing communications at any time by following the unsubscribe instructions provided or contacting us directly.
Opting out of marketing does not prevent necessary service-related communications.
15. Third-Party Websites
Our website may contain links to external websites or services.
APM is not responsible for the privacy practices of independent third-party websites.
We recommend reviewing their privacy policies before providing personal information.
16. Children's Privacy
Our services are primarily intended for adults and business customers.
We do not intentionally seek to collect children's personal information through our public website.
If we become aware that personal information relating to a child has been collected without an appropriate lawful basis, we will take appropriate steps to address the situation.
17. Complaints
If you have concerns about how APM handles your personal information, please contact us first so that we can investigate.
You also have the right to raise a complaint with the Information Commissioner's Office (ICO), the UK's independent data protection regulator.
Information Commissioner's Office
Website: https://ico.org.uk
Telephone: 0303 123 1113
18. Changes to This Privacy Policy
We may update this Privacy Policy to reflect changes in our services, technology, legal obligations or data-processing practices.
The latest version will be published on our website with an updated revision date.
Where legally required, we will provide additional notice before introducing material changes to how personal information is used.
19. Contact Us
For questions about this Privacy Policy, personal information or data protection rights, please contact:
Arising Property Maintenance (APM)
Website: https://apm-ldn.co.uk
Email: services@apm-ldn.co.uk
Service Area: London, United Kingdom