Privacy Policy

At Legal & General Affordable Homes (“L&G Affordable Homes”), we know how important it is that you understand what personal information we collect, why we need it, how we use it, who we may share it with and what rights you have. This privacy notice explains this clearly and includes the information we are legally required to provide under data protection law.

We handle your personal information responsibly and only use it where we have a lawful reason to do so. We explain those reasons clearly in this notice.

Please read this notice and share it with anyone else connected to your home, application, tenancy or lease whose information you have provided to us. We may update this notice from time to time and will let you know about any important changes.

About this privacy notice

This privacy notice relates to shared ownership applicants, rental applicants, tenants, leaseholders, household members and anyone else who engages with L&G Affordable Homes. It also applies where you give us information about someone else as part of your application, tenancy, lease or our services. We have a separate privacy policy for professional business clients, which can be found on our website.

What we mean by personal information

When we talk about personal information, we mean information about an individual that can identify them. This could include your name, address, email address, phone number, financial details, housing information or information about your household. It can relate to customers, their appointed representatives, employees and suppliers. In this privacy notice, when we say “information”, “personal information” or “data”, we mean personal information about a living person..

The types of personal information we may collect

All personal information that we process is relevant to your association with L&G Affordable Homes. We may collect the following information about you:

• Personal contact details, such as name, address, telephone numbers and personal email addresses.
• Date of birth.
• Identity information that you may provide to us within documents to verify your identity and prove your housing eligibility, e.g. a Right to Rent check.
• Gender.
• Marital status.
• Information about your family and dependents.
• National Insurance number.
• Information about your credit risk and credit reports.
• Financial information, such as a copy of your payslips, bank statements or mortgage offer.
• Bank account details, such as your bank account number and sort code.
• Information about your rent account and rent payments.
• Benefit status.
• Information on your consent and preferences.
• Information we may have obtained through communication with you, such as through letters, emails or calls.
• Employment information, including whether you are employed or self-employed.
• Information on any of our homes you may be interested in.
• Information about any previous properties you have lived in, including details of any previous landlords.
• Information gathered by our Switchee Smart thermostat devices (please see Switchee’s Privacy Notice for more details: Our Privacy Policy | Switchee). 

We may also collect more sensitive information, known as “special category” personal data, where it is relevant and lawful for us to do so. This may include:

• Information about your race or ethnicity, religion or religious beliefs, sex life or sexual orientation.
• Trade union membership.
• Political opinions.
• Payment card information (please note we do not retain this information on our systems).
• Information about your health, including any medical condition or disability.
• We may collect information about criminal convictions, offences and alleged offences. L&G Affordable Homes collects this data to ensure we can provide appropriate services.

Where we get your information from

• Directly from you – for example, when you complete an application form, sign up for a tenancy, contact us by phone or email, respond to a survey or give us feedback. This could include information you provide electronically (e.g. through MyBrolly). We may record phone calls for training, quality and mutual protection.
• From other sources – for example, information we get from your online browsing activity, information from a third party (e.g. housing partners or local authorities), information from other residents, or from publicly available sources such as social media platforms or the electoral register (e.g. to detect fraud). We may also receive information if you have been dealing with a broker or have been introduced to us by another company (e.g. third-party estate agents or property agencies). 
• We use cookies and similar technologies to support the functioning of our websites and applications. This includes allowing you to browse between pages effectively, recording and storing your preferences and generally improving your online experience. They can also help to ensure that adverts you see online are more relevant to you. You can find more information about setting your cookie preferences by using the ‘Cookie Policy’ link at the bottom of our website.

How do we use your information?

We only use your personal information where the law allows us to. The main reasons we use your information are to provide our housing services, manage your tenancy or lease, meet our legal duties, keep in touch with you, improve our services, prevent fraud and keep people safe.

• To assess and process your housing application, sales of shared ownership properties and the completion of tenancy applications. We collect personal information about you and other household members to process your application and meet our legal obligations. We assume any information you provide about household members is provided with their full knowledge and that your household members have access to this notice.
• To carry out our responsibilities resulting from any agreements you’ve entered with us (e.g. managing your tenancy and lease) and to provide you with the information, products and services that you’ve asked from us.
• To assess your eligibility for housing and prevent fraud and illegal sub-letting. We collect personal information in order to verify your identity and provide our services to you.
• To keep in contact with you and understand your needs and preferences in the delivery of our services.
• To send you marketing information about our homes, services and related offers that may interest you. We will only do this where you have opted in. Depending on your choices, we may contact you by post, phone, email, SMS, social media or other third-party websites such as YouTube. If you choose not to receive online marketing, you may still see general advertising about our homes and services, but it will not be personalised using your personal information. We will not sell your information to third parties for their own marketing. We may also send customer feedback surveys where we have a legitimate interest in doing so. You can find more information about this below.
• To comply with any applicable legal or regulatory requirements (including “know your customer” checks, or to comply with any applicable regulatory reporting or disclosure requirements).
• To manage and support the legal process involved when you apply to buy one of our properties or a further percentage of your shared ownership property, a process also known as staircasing.
• To understand how we are performing. We carry out customer feedback surveys to monitor our performance and to help us improve our processes, products and services (e.g. to improve our services or to develop more engaging communications). Many of our surveys are carried out on our behalf by: CX Feedback, The Leadership Factor (TLF) and IFF Research.
• To identify relevant services that might be useful to you. For example, if information suggests that you might be having difficulties managing your finances, or we think you might encounter difficulties in the future, we can direct you to our welfare support services. If information suggests you may need extra support because of ill health or age, we may offer an enhanced service. We may use profiling to help with this, but decisions are not made by automated processing alone. A person reviews the information before we decide whether to take any action.  
• For any other purpose that we’ve agreed with you from time to time.

When you apply for a home, the application form you fill out or the resulting contract may contain additional conditions relating to the way we use and process your personal information. These will apply in addition to the uses described in this document.

Our lawful bases for using your information

Data protection law says we must have a legal reason for using your personal information in the way we describe in this privacy notice. This is called a lawful basis. The basis we use depends on what we are doing with your information. The main lawful bases we rely on are set out below.

• Providing services needed to honour our contract with you: In most cases, we’ll process your personal information to meet our obligations under a contract (e.g. your tenancy agreement or lease for example) or to carry out our responsibilities resulting from any agreements you’ve entered into with us and to provide you with the information and services you’ve asked for from us, which may include online services. 
• Complying with applicable laws: We may use your information where we need to meet a legal or regulatory requirement, including requirements from our regulators or duties relating to housing, safety, fraud prevention or financial crime.
• Protecting vital interests: We may use your information if someone’s life or physical wellbeing is at serious risk and you are not able to give consent. This could apply to you, someone in your household or another person.
• Consent: We use consent where you have clearly agreed to us using your information for a specific purpose, such as receiving marketing information about our properties or allowing us to contact a third party on your behalf.
• You may opt out of marketing at any time. See the Contact Us section below for how to do this.
• Legitimate interests: To use your personal data for any other purpose described in this privacy notice, we’ll rely on what is known as “legitimate interests.” We may use your information where it is reasonable and necessary for us to do so, as long as this does not unfairly affect your rights or freedoms. We balance our interests with yours before relying on this lawful basis. Some of the most common legitimate interests are:
• To ensure our services/properties meet the needs of our customers, and to improve your experience, including by conducting and analysing customer feedback surveys to better understand your needs and tailoring our services accordingly (including through profiling). 
• Sharing personal data with third-party service providers for operational needs in both our legitimate interests. This may include sharing your personal data with utility management companies so they can deliver services on our behalf.
• Operating security arrangements for our computer systems.
• To assist with the prevention and detection of crime, such as sharing information with the Police to assist with their investigations and to support safer communities.
• Special category data: Some personal data is more sensitive. This can include information that you have provided about your health, racial and ethnic origin, or sex life and sexual orientation, and any other sensitive information obtained from a third party (e.g. your GP or other medical professional). We will only process data that is needed for specific purposes, such as allowing us to deliver services related to your contract. In addition to having a lawful basis for processing this information, we are also required to meet an additional condition when processing special category data. The lawful bases we rely on are set out below: 
• For reasons of substantial public interest, where the law allows us to do this. This may include safeguarding, protecting the public, preventing unlawful acts or supporting fair and equal access to housing.
  • Where we or another person needs to bring or defend legal claims.
  • Where we need to protect the vital interests of you or another person.
  • Alternatively, there may be times where we need to ask you for your explicit consent. In which case, we will always notify you and make this clear.  
• Criminal Conviction Data: Where necessary to meet legal obligations, we may process this type of information to assess and process your housing application or to help prevent crime. We will only collect information about criminal convictions and alleged offences if it is appropriate given your contract with us and where we are legally able to do so.  

Please be aware that the personal information you provide to us, and which we collect about you, is required for us to be able to provide our services to you and without it we may not be able to do so.

How long we keep your information

We’ll keep your personal information in accordance with our internal retention policies. We’ll determine the length of time we keep it for based on the minimum retention periods required by law or regulation. We’ll only keep your personal information after this period if there’s a legitimate and provable business reason to do so. 

For certain research and statistical activities, we may indefinitely retain minimised personal information about you, including medical information, solely to improve our services. These activities will not be used to make a decision, or take measures, against you.

Sometimes, it may be impossible to delete data, due to technical limitations. If this happens, we will take steps to put the data beyond use. This means that your data will not be accessed or shared and your rights and freedoms will not be affected.

Who we share your personal information with

The types of organisations that L&G Affordable Homes may share your personal information with and/or receive personal information from include the following: 

• Other companies within the L&G Group, third-party suppliers, contractors and service providers for the purposes listed under “How do we use your information” above.
• Management Providers, these organisations are responsible for providing the joint property and tenancy management of our homes and support us in delivering the services you have asked for within your relationship with us.
• Utility service providers and inspectors, who provide services including gas, water and electricity, and ensure the property is compliant with health and safety standards.
• Repair contractors and property developers so that they can contact you with details of the services that they provide.
• Our regulators, government agencies (e.g. The Housing Ombudsman, The Ministry for Housing, Communities and Local Government in relation to the provision of CORE data Privacy Notice), law enforcement agencies, safeguarding authorities, MPs and Councillors acting on your behalf, as well as our professional advisers etc.
• GP Surgeries or Medical Professionals, who may provide information in cases in which an adaptation is required to your home.
• If you have been dealing with a broker or Independent Financial Adviser (IFA) in relation to your application, we may provide relevant information about your home and application and, where appropriate, with other information about your dealings with us, to enable the adviser to give you informed advice.
• Sales agents and property marketing partners who work alongside L&G Affordable Homes to market our homes and may provide information about individuals interested in our properties.
• Solicitors or legal representatives.
• Third parties who provide services on our behalf, such as companies that send customer feedback surveys or market research companies who carry out tenant satisfaction measurement surveys.
• Providers of our IT systems.
• Additionally, we may disclose your personal information to third parties:
• In the event that we sell or buy any business or assets, in which case we’ll disclose your personal data to the prospective seller or buyer of such business or assets.
• If we, or substantially all of our assets, are acquired by a third party, in which case personal data held by us about our customers will be one of the transferred assets.
• In order to enforce or apply the terms of any contract with you.
• If we’re under a duty to disclose or share your personal data in order to comply with any legal obligation or regulatory requirements, or otherwise for the prevention or detection of fraud or crime.
• To protect you and L&G from financial crime, L&G may be required to verify the identity of new and sometimes existing customers. This may be achieved by using credit reference agencies to search sources of information relating to you (an identity search). This will not affect your credit rating. If this fails, L&G may need to approach you to obtain documentary evidence of identity.

Credit Reference Agencies (mortgage customers)

In order to process your mortgage application, we will supply your personal information to credit reference agencies (CRAs) and they will give us information about you, such as about your financial history. We do this to assess creditworthiness and product suitability, check your identity, manage your account, trace and recover debts and prevent criminal activity.

Dependent on the type of mortgage, a hard footprint may be left on your credit file, which may affect your credit score when an application has been submitted. This may or may not affect your ability to obtain credit from other providers.

L&G will also continue to exchange information about you with CRAs on an ongoing basis, including about your settled accounts and any debts not fully repaid on time. CRAs will share your information with other organisations. Your data will also be linked to the data of your spouse, any joint applicants or other financial associates.

The identities of the CRAs, and the ways in which they use and share personal information, are explained in more detail at:

• TransUnion – transunion.co.uk/legal/privacy-centre/pc-credit-reference
• Equifax – equifax.co.uk/privacy-hub/crain
• Experian – experian.co.uk/legal/crain

Fraud prevention

The personal information L&G collects from you may be shared with fraud prevention agencies who will use it to prevent fraud and money laundering and to verify your identity.

If we identify that false or inaccurate information has been provided and fraud is identified, we will pass to fraud prevention agencies. Law enforcement agencies may access and use this information. We may also share information about you with other organisations and public bodies, including the police and we may check and/ or file your details with fraud prevention agencies and databases.

If fraud is detected, it may affect whether you can access some services, finance or employment. Further details of how your information will be used by us and these fraud prevention agencies can be found by accessing these links:

• CIFAS – cifas.org.uk/fpn
• National Hunter – nhunter.co.uk/privacy-policy
• LexisNexis – risk.lexisnexis.com/corporate/processing-notices/threatmetrix

L&G and other organisations may also access and use this information to prevent fraud and money laundering, for example, when:

• Checking details on applications for credit and credit related or other facilities.
• Managing credit and credit related accounts or facilities.
• Recovering debt.
• Checking details on proposals and claims for all types of insurance.
• Checking sources of income and tax details.

L&G and other organisations may access and use from other countries the information recorded by fraud prevention agencies. Please contact our Group Financial Crime department if you wish to receive the relevant details of the fraud prevention agencies:

Email: Financial.Crime@landg.com

Address: L&G Group Financial Crime, Four Central Square, Cardiff, CF10 1FS

L&G may also check the details of other parties related to your contract, including verification of identity. This includes beneficiaries, trustees, settlors, third party premium payers, executors or administrators of your estate, parties with power of attorney and any other beneficial owner.

Protecting your data outside the UK

The data that we collect from you may be transferred to, and stored at, a destination outside the UK to third-party suppliers, delegates or agents. We’ll take all reasonably necessary steps to make sure that your data is treated securely and in accordance with this privacy notice, to ensure your personal information is handled with the same protections that we apply ourselves.

Children’s data

We do not usually collect information directly from children as part of our core landlord services. We may process information relating to children in our households where it has been provided to us during our relationship with you.  

Keeping your information up to date

Please tell us if your personal information changes or if you think the information we hold about you is wrong. This helps us keep our records accurate and provide the right support.

Your privacy rights

You have rights under data protection law regarding how we process your personal data. More information about these rights can be found on the Information Commissioner’s website. See the “Contact” section below if you would like to exercise any of your following rights:

The right to be informed about how we process your personal information. This right is met by the provision of this document.

The right to access the personal data that we hold about you.   For medical data that we have obtained from a health professional, we may need to seek their opinion before releasing the information to you. This is a legal requirement to ensure that the disclosure of the medical data will not seriously harm you or anyone else.

The right to make us correct any inaccurate personal data we hold about you.

The right to ask us to erase any personal data we hold about you. This right will only apply where for example: We no longer need to use the personal data to achieve the purpose we collected it forYou withdraw your consent, if we’re using your personal data based on that consentWhere you object to the way we use your data, and there is no overriding legitimate interest

The right to restrict our processing of the personal data we hold about you. This right will only apply where for example: You dispute the accuracy of the personal data we hold You would like your data erased, but we need to hold it in order to stop its processingYou have the right to require us to erase the personal data but you would prefer that our processing is restricted insteadWhere we no longer need to use the personal data to achieve the purpose we collected it for, but you need the data for legal claims.

The right to object to our processing of personal data we hold about you (including for the purposes of sending marketing materials to you or using your personal information for profiling purposes).

The right to receive personal data, which you have provided to us, in a structured, commonly used and machine-readable format. You also have the right to make us transfer this personal data to another organisation.

The right to withdraw your consent. This only applies where we’re relying on your consent in order to use your personal data (for example, to provide you with marketing information about our services or products).

For automated decisions (including profiling), you have the right to: Obtain an explanation of the decision and challenge it.Request for the decision to be reviewed by a human being

Contact

IIf you have any questions about this privacy notice or wish to exercise any of your privacy rights, including opting out of receiving marketing, please get in touch with our Data Protection team at: data.protection@landgah.com. Alternatively, you can also use the relevant Contact Us section of our website. 

You can also manage your marketing preferences or unsubscribe from electronic marketing using the link provided in those communications.

Complaints

You have the right to make a complaint to us if you are unhappy with how we have handled your personal information. This may include, for example, how we have responded to your privacy rights request, the security measures we have used to protect your information, or how we have collected or used your information.  

You can contact us using the details provided in the Contact Us section on our website. We will promptly acknowledge your complaint in writing and aim to resolve it as quickly as possible. 

You also have the right to make a complaint to the Information Commissioner’s Office (ICO) at any time, including before we have investigated your complaint. However, you should normally give us the opportunity to respond first. You can contact the ICO using the following details: 

Phone: 0303 123 1113

Website: ico.org.uk/for-the-public/i-m-worried-about-how-an-organisation-has-handled-my-information 

Address: First Contact Team, Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, SK9 5AF

Data Protection Officer 

L&G has appointed a Data Protection Officer to provide independent expert advice and monitor compliance with data protection laws: 

Name: Liz Bradley 

Email address: Data.Protection@landg.com 

Address: 1 Coleman Street, London, EC2R 5AA 

Glossary

Term	What it means
Personal information / personal data	Information that can identify you, either directly or indirectly, such as by your name, contact details, financial information or reference number.
Processing	Anything we do with personal information, such as collecting, storing, using, sharing or deleting it.
Lawful basis	The legal reason we rely on to use your personal information, such as contract, legal obligation, consent, legitimate interests or vital interests.
Legitimate interests	A lawful basis that allows us to use personal information where it is necessary for our legitimate interests, provided those interests do not unfairly affect your rights and freedoms.
Special category data	More sensitive information, such as health, racial or ethnic origin, religion or philosophical beliefs, political opinions, trade union membership, sex life or sexual orientation.
Data subject rights	The rights you have under data protection law, such as asking to access, correct, delete or restrict the use of your personal information.
Retention	How long we keep your information before securely deleting it or putting it beyond use.
Automated decision making	A decision made solely by automated means, without a person being involved.

Last updated: July 2026