We are committed to respecting and protecting your privacy. This policy explains when and why we collect personal information about visitors to our website, our customers, and people who contact or interact with us; how we use it; when we may share it; and how we keep it secure.
If you do not want us to process your personal information as described here, please do not provide information to us or use our website.
Who we are
Lova Group LTD trading as Lova, registered in England & Wales, company number 15236094. Registered office: 15-17 Church Street, Stourbridge, West Midlands, DY8 1LU.
For any question about your personal information, contact us at contact@lovagroup.co.uk or on 0330 179 7271. Daniel White-Gonzalez is responsible for data protection matters at Lova. Our ICO registration number is: ZB675431.
How we collect information about you
We obtain personal information you provide to us through our website, by email, in phone conversations, and in documents you give us — for example when you:
- Enquire about a property for sale or to rent
- Ask us to value your property
- Instruct us to let, sell, manage or carry out works on a property
- Make a booking or enquiry about a short-let
- Register for our email updates
- Interact with us on social media
We also collect some information automatically when you visit our website.
What we collect
Information you give us may include your name, address, email address, phone number, date of birth, identification documents, and financial or referencing details where these are needed for a tenancy, sale or anti-money-laundering check.
Information collected automatically when you visit the website includes your IP address, browser type and version, time zone setting, operating system, and details of your visit such as which pages you viewed and how long you spent on them.
Why we use it, and our lawful basis
To carry out our obligations under any contract between you and us — such as marketing a property, arranging viewings, managing a tenancy, or carrying out works. Our lawful basis is performance of a contract.
To respond to your enquiries and requests, and to communicate with you about them. Our lawful basis is our legitimate interests in responding to enquiries about our services.
To tell you about services similar to those you have already enquired about or used. Our lawful basis is our legitimate interests in marketing our services to people who have shown an interest in them.
To ask for your feedback after we have provided a service. Our lawful basis is our legitimate interests in evaluating and improving the quality of our service.
To notify you of changes to our terms or services. Our lawful basis is our legitimate interests in administering our contracts.
To send you marketing communications where you have chosen to receive them. Our lawful basis is your consent, which you may withdraw at any time.
To verify your identity and meet our obligations under the Money Laundering Regulations 2017. Our lawful basis is compliance with a legal obligation.
To administer and improve our website, and for troubleshooting and statistical purposes. Our lawful basis is our legitimate interests in maintaining and improving our website.
How long we keep it
We review our retention periods regularly. We are legally required to hold some information for set periods — for example, anti-money-laundering records must be kept for five years after the end of a business relationship.
Outside specific legal obligations, we keep your personal data for as long as necessary for the purpose we collected it, and in accordance with any retention period in a contract you hold with us. Website enquiry data is retained for a minimum of 30 days and a maximum of six years.
Who we share it with
Our staff and management have access to your information. We do not sell or rent your information to anyone.
We may share your information with third parties who provide services to us — for example referencing providers, deposit protection schemes, property portals, contractors carrying out works, and our IT and email providers. We share only what is necessary, and we require them by contract to keep it secure and use it only as instructed.
We may share your information with our insurers and professional advisers where reasonably necessary, and with the relevant authorities where we are under a legal duty to do so.
If our business is sold or reorganised, your information may transfer as part of it. We would take steps to ensure your privacy rights continue to be protected.
Your rights
You have the right to:
- Object to us processing your personal information for marketing purposes, at any time
- Access the information we hold about you
- Have inaccurate information corrected
- Have your information erased, in certain circumstances and subject to exceptions
- Restrict or object to our processing, in certain circumstances
- Receive your information in a portable format, where our basis is consent or contract and processing is automated
- Not be subject to a decision based solely on automated processing
- Withdraw your consent at any time, where consent is our basis
To exercise any of these rights, email contact@lovagroup.co.uk or write to us at the address above. You can opt out of marketing at any time using the unsubscribe link in any email we send.
If you believe our processing of your personal information breaches data protection law, you have the right to complain to the Information Commissioner’s Office, the UK supervisory authority. Details are at ico.org.uk/concerns. We would ask that you raise it with us first so that we have the chance to put it right.
Keeping it secure
We take appropriate technical and organisational precautions to secure your personal information and prevent its loss, misuse or alteration. Information you provide is held on secure servers. Where you hold a password for any part of our website, you are responsible for keeping it confidential.
Transmission of data over the internet is never completely secure, and we cannot guarantee the security of data sent to us over the internet.
Cookies
Cookies are small text files placed on your device by websites you visit. They make websites work, remember your preferences, and provide information about how a site is used.
Cookies may be persistent — remaining until an expiry date or until you delete them — or session cookies, which expire when you close your browser.
| Cookie | Type | Purpose |
|---|---|---|
| WordPress session and security cookies | Essential | Keep the site working and secure, and remember you if you log in |
| Cookie consent preference | Essential | Records your cookie choices so you are not asked repeatedly |
You can set your browser to refuse cookies. If you do, some parts of the website may not work as intended. Further information is available at aboutcookies.org.
Links to other websites
Our website may contain links to websites run by other organisations. We are not responsible for their privacy practices or their content. Please read their privacy policies before giving them any personal information.
Changes to this policy
We keep this policy under review. If we change it we will post the changes on this page.
Further information about data protection law is available from the Information Commissioner’s Office at ico.org.uk.
