Date of last revision: 30 July 2026
Residently takes privacy seriously. This Privacy Notice explains how we collect, use, share and protect personal data when people use our website, app, platform and services, including our Pay by Bank and direct debit bank-detail collection features.
It also explains your data protection rights and how to contact us or complain.
Residently Holdings Limited is a company incorporated in England and Wales with company number 10965217. Our registered office is 4th Floor, 100 Fenchurch Street, London EC3M 5JD. Our VAT number is 279 8483 31.
In this Privacy Notice, “Residently”, “we”, “us” and “our” mean Residently Holdings Limited.
Under data protection law, we may act in different roles depending on the service being provided:
as a data controller where we decide how and why personal data is processed, for example when operating our website, managing accounts, handling support requests, marketing our services or running our own business operations; and
as a data processor where we process personal data on behalf of a landlord, property manager or other client, for example when facilitating Pay by Bank payments or collecting bank account details for direct debit setup on their instructions.
Where we act as a processor, the relevant property manager or landlord is responsible for its own controller obligations and lawful basis for processing.
We are registered with the Information Commissioner’s Office as a data controller.
2. How to contact us
For questions about this Privacy Notice or how we handle personal data, contact:
Email: compliance@residently.com
Post: Data Protection Team, Residently, 4th Floor, 100 Fenchurch Street, London EC3M 5JD
For general support, contact hello@residently.com.
3. Our key data principles
We collect only the personal data we need.
We use personal data only for clear and lawful purposes.
We protect personal data with appropriate security measures.
We keep personal data only for as long as reasonably necessary.
We are transparent about how personal data is used and shared.
4. What is personal data?
Personal data means any information relating to an identified or identifiable living person. A person may be identifiable from that information alone or from that information combined with other information.
Aggregated or anonymised data that cannot identify an individual is not personal data. If we combine aggregated data with personal data in a way that identifies an individual, we treat the combined data as personal data.
5. How we collect personal data
5.1 Information you give us directly
We collect personal data directly from you when you:
use our website, app or platform;
open or use an account;
apply for, manage or progress a tenancy through Residently;
contact us or send us support requests;
respond to surveys, feedback requests or reviews;
subscribe to mailing lists or marketing communications;
apply for a role with us;
submit documents, images, messages, forms or other content through the platform; or
use payment-related features made available through Residently.
5.2 Information we receive from landlords, property managers and other clients
We may receive personal data from landlords, property managers, letting agents and other clients that use Residently. This may include:
basic account and contact information to invite you to use Residently;
tenancy, property, application and lease information;
information needed to progress onboarding, referencing, document signing, move-in, rent collection or resident communications;
information needed to support maintenance, service requests, resident engagement and reporting; and
information needed to facilitate payments or direct debit setup where instructed by the property manager.
5.3 Information from third-party partners
We may receive information from third parties where this is needed to provide services, support your tenancy journey, protect the platform or comply with legal obligations. These may include referencing providers, ID verification providers, payment providers, landlords, property managers, maintenance providers, communications providers and other service partners.
Where your property manager has enabled Pay by Bank, we receive payment transaction data from Plaid Financial Ltd (“Plaid”), including payment status, payment reference and transaction identifiers. Plaid operates the payment interface through which you authorise a payment directly from your bank account. Payments are sent via Faster Payments directly to the relevant property manager’s bank account. Funds do not pass through any Residently-held account. Plaid Financial Ltd is authorised and regulated by the Financial Conduct Authority, firm reference number 804718. Plaid processes personal data in accordance with its own terms and privacy policy, including for the purpose of providing regulated payment initiation services.
5.4 Information collected automatically
When you use our website, app or platform, we may collect technical and usage information about your device, browser, app usage and interactions. We collect this through cookies, analytics tools and similar technologies. We use non-essential cookies only where you have given consent through our cookie banner or cookie settings. See the Cookie Policy section at the end of this notice for more detail.
6. What personal data we collect
Depending on how you use Residently, we may collect the following categories of personal data:
Identity Data: name, title, date of birth, gender, passport copy or identity document information.
Contact Data: address, email address, telephone numbers and other contact details.
Tenancy and Property Data: property address, application details, tenancy details, lease documents, move-in or move-out information and communications with your landlord or property manager.
Financial Data: payment card details, bank account details, credit or affordability information, referencing results, payment status, direct debit setup information and transaction details.
Biographical and Referencing Data: landlord references, employment information, income information, affordability details, guarantor information, right-to-rent information and other referencing information.
Transaction Data: details of payments, services requested, orders, deposits, rent-related payments, refunds or payment attempts.
Technical Data: IP address, browser type and version, time zone, device information, operating system, app version, device identifiers and similar technical information.
Usage Data: information about how you use our website, app, platform and services.
Profile Data: account settings, preferences, feedback, survey responses, reviews, support history and service usage.
Marketing Data: marketing preferences, opt-ins, opt-outs and communication preferences.
Recruitment Data: CV, work history, education, qualifications, interview notes and other information you provide when applying for a role.
6.1 Pay by Bank data
Where your property manager has enabled Pay by Bank, we receive payment transaction data from Plaid, including payment status, payment reference and transaction identifiers. Your bank login credentials are processed directly by Plaid and your bank during the Pay by Bank authorisation flow and are not stored by Residently. We do not receive or store your online banking password or security credentials.
Residently passes to Plaid the information needed to initiate the payment, such as your name, payment amount, payment reference and the relevant property manager’s bank account details. Residently acts as a processor on behalf of the property manager for this activity.
6.2 Direct debit bank-detail collection
Where your property manager instructs us to collect bank account details for direct debit setup, we may collect your sort code, account number and account holder name through our secure platform. We hold those details in encrypted form solely for the purpose of transmitting them to the instructing property manager. We do not process direct debits ourselves.
Access to bank account details is restricted to authorised users and subject to access controls and audit logging. Those details are transmitted only to the instructing property manager, unless disclosure is required by law.
6.3 Special category data and criminal offence data
We do not ordinarily collect special category personal data, such as information about race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, health, genetic data or biometric data.
We do not ordinarily collect criminal offence data, although referencing or screening processes may involve processing information such as County Court Judgments, sanctions checks or politically exposed person checks. Where checks are carried out by third-party providers, their own terms and privacy notices may also apply.
6.4 Children
Our services are not intended for children under 18. We do not knowingly collect personal data from children except where necessary in connection with a tenancy, household member, guarantor, legal obligation or landlord/property manager instruction.
7. What we do and why we use personal data
Residently provides technology for the property sector. Our services help landlords, property managers, tenants and tenant applicants manage the rental journey, including marketing, applications, referencing, onboarding, document storage, payments, resident communication, resident engagement, support workflows and reporting.
We use personal data where we have a lawful basis to do so. The main lawful bases we rely on are:
performance of a contract;
legitimate interests, where those interests are not overridden by your rights and freedoms;
legal obligation; and
consent, where required.
7.1 Main processing activities
7.2 Pay by Bank payments
Where your property manager has enabled Pay by Bank, you may be offered the option to make payments via a secure payment interface operated by Plaid. Plaid will present its own terms and privacy notice during the payment flow. You authorise the payment directly with your bank using Open Banking. The payment travels via Faster Payments directly to the relevant property manager’s bank account. Funds do not pass through any Residently-held account.
Residently does not receive or store your bank login credentials. In facilitating Pay by Bank, Residently acts as a processor on behalf of your property manager, who is the controller for that processing.
7.3 Direct debit bank-detail collection
Where instructed by your property manager, we may collect your bank account details through our secure platform solely for the purpose of enabling direct debit setup by that property manager. We do not use those details for any other purpose and we do not process direct debits ourselves. In this activity, Residently acts as a processor on behalf of your property manager.
7.4 Analytics, reporting and Insights+
We may use personal data to generate operational reports, analytics and insights for Residently, landlords and property managers. This may include reporting on leasing performance, application progression, resident engagement, demographics, service usage, payment status, portfolio performance and operational efficiency.
Where possible, reports are aggregated or anonymised. Where reports include personal data, access is restricted to authorised users. Landlords and property managers may receive reporting relating to their own properties, applicants, tenants and portfolios.
7.5 Automated decision-making
We do not make decisions based solely on automated processing that produce legal or similarly significant effects for you, unless we have told you separately and have a lawful basis to do so. Some tools may help users, landlords, property managers or partners organise information, flag issues, generate workflow suggestions or support decision-making, but final tenancy or service decisions are generally made by the relevant landlord, property manager or third-party provider.
7.6 Change of purpose
We will use personal data only for the purposes for which it was collected, unless we reasonably consider that another purpose is compatible with the original purpose. If we need to use personal data for an unrelated purpose and are lawfully entitled to do so, we will notify you and explain the lawful basis, unless an exemption applies.
8. Marketing
We will send direct electronic marketing only where we have a lawful basis to do so, usually your consent. You can opt out of marketing at any time by using the unsubscribe option in our communications or by contacting us.
Opting out of marketing does not affect our ability to send service messages, legal notices, tenancy-related communications or other non-marketing communications.
9. Who we share personal data with
We share personal data only where necessary and lawful. Depending on the circumstances, we may share personal data with:
companies in our group or under common ownership with us, where necessary;
landlords, property managers, letting agents and their authorised representatives;
referencing, credit-check, affordability, ID-verification, right-to-rent, PEP or sanctions-check providers;
payment providers, including Stripe and Plaid, where relevant;
Plaid Financial Ltd, where your property manager has enabled Pay by Bank, for the purpose of operating the secure payment initiation flow;
property managers and landlords where they instruct us to collect bank account details for direct debit setup;
maintenance providers, service partners and optional service providers where you request or use those services;
email, SMS, hosting, analytics, security, customer support, document storage and other technology providers;
professional advisers, including lawyers, accountants, auditors and insurers;
prospective merger, acquisition, investment or restructuring partners, where necessary and subject to appropriate safeguards;
law enforcement, regulators, courts, government bodies or other authorities where required or permitted by law; and
any other party where you have consented to the sharing.
Where we use suppliers who process personal data on our behalf, we require them to process personal data only on our instructions and to apply appropriate security measures.
Plaid processes personal data in accordance with its own terms and privacy policy, including for the purpose of providing regulated payment initiation services. Funds paid through Pay by Bank do not pass through any Residently-held account.
10. International transfers
We may transfer personal data outside the United Kingdom where necessary for the purposes described in this Privacy Notice. Where we do so, we will ensure that transfers are protected by appropriate safeguards, such as:
an adequacy decision confirming that the destination provides an adequate level of protection;
standard contractual clauses or the UK international data transfer agreement/addendum; or
another lawful transfer mechanism under applicable data protection law.
11. How long we keep personal data
We keep personal data for no longer than reasonably necessary for the purposes for which it was collected, including legal, regulatory, tax, accounting, reporting, audit, complaint-handling and litigation purposes.
Typical retention periods are set out below. Actual periods may vary depending on the circumstances, the property manager’s instructions, legal requirements and whether there is a dispute, complaint or potential claim.
12. How we keep personal data secure
We use appropriate technical and organisational measures designed to protect personal data against unauthorised access, loss, misuse, alteration or disclosure. These measures may include encryption, access controls, audit logging, secure hosting, staff training, supplier due diligence and contractual protections with processors.
Bank account details collected for direct debit setup are encrypted at rest and in transit, restricted to authorised users, and used only for the instructed purpose.
No internet-based service can be guaranteed to be completely secure. You are responsible for keeping your account details and passwords confidential and for telling us promptly if you suspect unauthorised access or misuse.
13. Your rights
You have rights under data protection law. Depending on the circumstances, these may include the right to:
request access to your personal data;
request correction of inaccurate or incomplete personal data;
request erasure of personal data;
object to processing based on legitimate interests or direct marketing;
request restriction of processing;
request transfer of certain personal data to you or another provider; and
withdraw consent where processing is based on consent.
To exercise your rights, contact compliance@residently.com. We may need to verify your identity before responding. In most cases, we aim to respond within one month. If a request is complex or we receive a large number of requests, we may need longer and will tell you where this applies.
Where Residently acts as a processor on behalf of a property manager or landlord, we may need to refer your request to that property manager or landlord or act on their instructions.
14. Third-party links
Our website, app and platform may include links to third-party websites, plug-ins or services. We do not control those third parties and are not responsible for their privacy notices, terms or practices. You should read the privacy notice of any third-party service you use.
15. Changes to this Privacy Notice
We may update this Privacy Notice from time to time. The latest version will be available on our website. Where changes are material, we may take additional steps to notify you where appropriate.
16. How to complain
If you have a concern about how we handle personal data, contact us first at compliance@residently.com so we can try to resolve it.
You also have the right to raise a concern with the Information Commissioner’s Office, the UK data protection regulator. The ICO website is ico.org.uk.
Legitimate interests
Legitimate interests means our interest, or the interest of a third party, in conducting and managing business, providing services, improving products, protecting the platform, preventing fraud and supporting landlords, property managers, tenants and applicants. We consider and balance these interests against your rights and freedoms before relying on this lawful basis.
Performance of contract
Performance of contract means processing personal data where necessary to perform a contract with you or to take steps at your request before entering into a contract.
Legal obligation
Legal obligation means processing personal data where necessary to comply with a legal obligation that applies to us.
Consent
Consent means you have given clear consent for us to process personal data for a specific purpose. You can withdraw consent at any time where processing is based on consent.
Cookie Policy
This Cookie Policy explains how we use cookies and similar technologies on our website and, where relevant, our app and platform.
What are cookies?
Cookies are small files placed on your device when you visit a website. They help websites work, remember settings, understand usage and improve services. Similar technologies include pixels, web beacons, tracking URLs and local storage.
How we use cookies
We use the following categories of cookies and similar technologies:
Strictly necessary cookies: required for our site and platform to work, including login, security, session management, bookings and e-billing functionality.
Analytics/performance cookies: help us understand how users move around our site and platform so we can improve them.
Functionality cookies: remember preferences and improve user experience.
Targeting or advertising cookies: may be used to make content or advertising more relevant, where enabled and where you have consented.
Consent
We only use non-essential cookies where you have given consent through our cookie banner or cookie settings. You can change your preferences at any time through the cookie settings available on our website or by changing your browser settings.
Third-party cookies
Some cookies may be set by third parties, such as analytics or advertising providers. We do not control all third-party cookies. Those third parties may process information in accordance with their own privacy notices.
Blocking cookies
Most browsers allow you to block some or all cookies. If you block strictly necessary cookies, parts of our site, app or platform may not work properly.
Changes to this Cookie Policy
We may update this Cookie Policy from time to time. If we make material changes, we will update the policy on our website and may notify you by other means where appropriate.
Residently Privacy Notice - 30 July 2026