Privacy Policy

House Krowd is a trading style of Krowd Group Limited, company number 16953835. This policy explains how we collect, use and protect personal data when you visit our website or use the House Krowd platform.

For the purposes of UK data protection law, Krowd Group Limited is the controller of personal data we decide how and why to process. Where another organisation provides a connected service, they may also act as an independent controller or processor under their own privacy terms.

We may collect account details such as your name, email address, phone number, login credentials, verification information and communication preferences.

We may hold and enrich records about properties before an individual resident identifies themselves to us. Property intelligence may include an address, UPRN, EPC information, corporate ownership or landlord information, building characteristics and other property attributes obtained from public registers, open data, licensed data sources, service providers, partners or information already held within the Krowd ecosystem.

We may select properties for outreach or service campaigns using property-level characteristics. A communication sent to a property or address does not mean that House Krowd already knows the identity of the person living there.

We may collect property, household, tenancy, building, defect, repair, cost, occupancy, evidence and case information that you provide or upload, including descriptions, photographs, documents, dates, messages and notes.

Where you upload photographs, videos, documents or other files, we may collect or retain available provenance and file metadata, such as upload timestamps, capture dates, file information, EXIF metadata and location or geolocation metadata where it is present and available to the platform. We use this information where relevant to maintain an audit trail, understand evidence provenance, prevent misuse and support the service you request.

We may collect technical and audit information such as device identifiers, IP address, browser type, pages visited, timestamps, diagnostic logs, originating application or journey, form submissions, consent or preference records, event history, cookies and similar technologies needed to operate, secure, evidence and improve the platform.

We use personal data to provide and administer House Krowd, create and manage your account, authenticate access, keep property-related records, support defect and case workflows, communicate with you, and provide features you request.

We may use property intelligence to build and maintain property records, identify relevant service or outreach cohorts, enrich property data, measure campaign performance and improve the accuracy and usefulness of the platform.

We may use information to generate summaries, reports, prompts or recommendations, improve service quality, troubleshoot problems, prevent misuse, maintain evidence and audit trails, protect users and comply with legal, regulatory, accounting or security obligations.

Where you ask us to connect you with a relevant sponsor, support organisation, adviser, contractor, repair specialist, legal service provider or other third-party service, we use and share the information reasonably needed to support that request or service flow.

We process personal data where it is necessary to perform a contract with you or take steps at your request before entering into a contract, including providing access to the platform and requested features.

We also process data where we have a legitimate interest, such as building and maintaining useful property intelligence, selecting relevant property-level outreach, improving and securing House Krowd, handling enquiries, preventing misuse, maintaining records and audit trails, and helping users manage property-related matters, provided those interests are not overridden by your rights.

Where property information comes from public registers, open data or other third-party sources, we assess the applicable lawful basis for any personal data within those records. Some property information is not personal data at all, for example where it relates only to a corporate owner or a building rather than an identifiable individual.

In some circumstances we process data because we need to comply with a legal obligation, because you have given consent, or because another lawful basis under UK data protection law applies. We do not rely on consent as the lawful basis for every activity carried out by House Krowd.

We may share personal data with service providers who help us operate House Krowd, including hosting, storage, analytics, communications, identity, support, security and software providers. These providers are expected to handle data securely and only for authorised purposes.

Where relevant to your housing needs or reported issues, and subject to the choices, permissions, transparency information or consents in the applicable service flow, we may securely share details with an identified third-party sponsor, specialist solution provider, legal service provider, repair specialist or support organisation.

Where another organisation receives your information for its own purposes, it may act as an independent controller and will be responsible for its own legal, regulatory and privacy obligations. A connected provider may have its own privacy notice and terms.

We maintain records of material disclosures and service-flow events where appropriate, including information about the relevant provider, the originating journey and the time of the event.

We may disclose information if required by law, regulation, court order or a competent authority, or where reasonably necessary to establish, exercise or defend legal rights, protect users, investigate misuse or safeguard the platform.

We may use cookies, local storage and similar technologies to keep the website and platform working, remember preferences, support security, understand usage and improve performance.

You can control cookies through your browser settings. Blocking some cookies may affect how parts of the website or platform work.

We use technical and organisational measures designed to protect personal data against unauthorised access, loss, misuse, alteration or disclosure. No online service can be completely secure, so you should also keep your login details and devices protected.

Where the platform is used to create evidence, records, timelines or service referrals, we may preserve original submissions, relevant metadata, timestamps and event history so that provenance and the integrity of the audit trail can be maintained.

We keep personal data for as long as reasonably necessary for the purposes described in this policy, including providing the platform, maintaining property, consent, evidence and audit records, resolving disputes, complying with legal obligations and enforcing agreements. When data is no longer needed, we delete it or anonymise it where practical.

Some service providers may process personal data outside the United Kingdom. Where this happens, we take steps intended to ensure appropriate safeguards are in place, such as using recognised transfer mechanisms or working with providers subject to suitable data protection commitments.

You may have rights to request access to your personal data, correction of inaccurate data, deletion, restriction, portability, objection to certain processing, and withdrawal of consent where processing is based on consent.

These rights are subject to legal limits and may not apply in every situation. To exercise your rights, contact us using the details below and provide enough information for us to identify you and understand your request.

House Krowd is not intended for children under 18. If we learn that we have collected personal data from a child without appropriate authority, we will take reasonable steps to delete it or handle it as required by law.

We may update this privacy policy from time to time to reflect changes to House Krowd, our operations, legal requirements or user protections. The latest version published on this page will apply from the date it is made available.

If you have questions about this privacy policy or how House Krowd handles personal data, please contact us through the support details provided on the platform or email help@house.krowd.org.uk.

You also have the right to complain to the UK Information Commissioner's Office if you are unhappy with how your personal data has been handled.