How we use your information

This privacy notice tells you what to expect when Northfields Estates Limited (Northfields) collects personal information.

It applies to information we collect about:

  • Visitors to our websites
  • E-newsletter
  • Online reporting tool
  • Security and performance
  • People who contact us via social media
  • People who call us
  • People who email us
  • People who use our LiveChat service
  • People who make a complaint to us
  • Job applicants, current and former Northfields employees
  • Complaints or queries

Visitors to our websites
When someone visits we use a third-party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns.

We do this to find out things such as the number of visitors to the various parts of the site.
This information is only processed in a way which does not identify anyone.

We do not make and do not allow Google to make, any attempt to find out the identities of those visiting our website. If we do want to collect personally identifiable information through our website, we will be upfront about this.

We will make it clear when we collect personal information and will explain what we intend to do with it. Any data you provide will only be used for the purposes that consent has been given.

We use a third-party provider, Briefyourmarket, to deliver our e-newsletters.

We gather statistics around email opening and clicks using industry standard technologies including clear gifs to help us monitor and improve our e-newsletters.
For more information, please see Briefyourmarket’s privacy notice.

Online reporting tool
We use a third-party provider, fixflo for the ease of reporting maintenance issues online. We and they gather information regarding the volumes and types of reports made. For more information, please see fixflo’s privacy notice.

Security and performance
Northfields uses a third-party service to help maintain the security and performance of the Northfields website and database which stores personal information.

People who contact us via social media
Where contact is made with us via social media we will not share your information with any other organisations.

People who call us
When you call our offices we collect Calling Line Identification (CLI) information.

We use this information to help improve its efficiency and effectiveness. Telephone calls are recorded and recordings are encrypted and retained on our servers.

People who email us
Northfields use Microsoft to provide email services. Any email sent to us, including any attachments, may be monitored and used by us for reasons of security and for monitoring compliance with office policy. Email monitoring or blocking software may also be used.

Please be aware that you have a responsibility to ensure that any email you send to us is within the bounds of the law.

People who use our LiveChat service
We use a third-party provider, to supply and support our LiveChat service, which we use to handle customer enquiries in real-time. If you use the LiveChat service we will collect your name, email address (optional) and the contents of your LiveChat session. This information will be retained for two years and will not be shared with any other organisations.

You can request a transcript of your LiveChat session if you provide your email address at the start of your session or when prompted at the end.

People who make a complaint to us
When we receive a complaint from a person we make up a file containing the details of the complaint. This normally contains the identity of the complainant and any other individuals involved in the complaint.

We will only use the personal information we collect to process the complaint and to check on the level of service we provide.

We will keep personal information contained in complaint files in line with our retention policy. This means that information relating to a complaint will be retained for up to seven years from closure.

It will be retained in a secure environment and access to it will be restricted according to the ‘need to know’ principle. Similarly, where enquiries are submitted to us we will only use the information supplied to us to deal with the enquiry and any subsequent issues and to check on the level of service we provide.

Complaint information provided may be provided to The Property Ombudsman or other industry governing body relevant to the particular complaint.

Job applicants, current and former Northfields employees
When individuals apply to work at Northfields, we will only use the information they supply to us to process their application and to monitor recruitment statistics. Where we want to disclose information to a third party, for example where we want to take up a reference or obtain a ‘disclosure’ from the Criminal Records Bureau we will not do so without informing them beforehand unless the disclosure is required by law.

Personal information about unsuccessful candidates will be held for up to 12 months after the recruitment exercise has been completed, it will then be destroyed or deleted apart from email correspondence which may be retained in line with our email retention policies. We retain de-personalised statistical information about applicants to help inform our recruitment activities, but no individuals are identifiable from that data.

Once a person has taken up employment with Northfields, we will compile a file relating to their employment. The information contained in this will be kept secure and will only be used for purposes directly relevant to that person’s employment. Once their employment with Northfields has ended, we will retain the file in accordance with the requirements of our retention schedule and then delete it.

Complaints or queries
Northfields tries to meet the highest standards when collecting and using personal information. For this reason, we take any complaints we receive about this very seriously.

We encourage people to bring it to our attention if they think that our collection or use of information is unfair, misleading or inappropriate.

We would also welcome any suggestions for improving our procedures. This privacy notice was drafted with brevity and clarity in mind. It does not provide exhaustive detail of all aspects of Northfields’ collection and use of personal information. However, we are happy to provide any additional information or explanation needed.

Any requests for this should be sent to the address below.

Access to personal information
Northfields tries to be as open as it can be in terms of giving people access to their personal information. Individuals have a right of access to their personal data under the General Data Protection Regulation (2018). If we do hold information about you we will:

  • give you a description of it;
  • tell you why we are holding it;
  • tell you who it could be disclosed to; and
  • let you have a copy of the information in an intelligible form.
  • To make a request to Northfields for any personal information we may hold you need to put the request in writing addressing it to our Information Governance Department or writing to the address provided below. If you agree, we will try to deal with your request informally, for example by providing you with the specific information you need over the telephone. If we do hold information about you, you can ask us to correct any mistakes by, once again, contacting the Information Governance department.

What personal data we collect and why we collect it

When visitors leave comments on the site we collect the data shown in the comments form, and also the visitor’s IP address and browser user agent string to help spam detection. An anonymised string created from your email address (also called a hash) may be provided to the Gravatar service to see if you are using it. The Gravatar service Privacy Policy is available here:

After approval of your comment, your profile picture is visible to the public in the context of your comment.

If you upload images to the website, you should avoid uploading images with embedded location data (EXIF GPS) included. Visitors to the website can download and extract any location data from images on the website.

If you leave a comment on our site you may opt into saving your name, email address and website in cookies. These are for your convenience so that you do not have to fill in your details again when you leave another comment. These cookies will last for one year. If you visit our login page, we will set a temporary cookie to determine if your browser accepts cookies. This cookie contains no personal data and is discarded when you close your browser.

When you log in, we will also set up several cookies to save your login information and your screen display choices. Login cookies last for two days, and screen options cookies last for a year. If you select “Remember Me”, your login will persist for two weeks. If you log out of your account, the login cookies will be removed. If you edit or publish an article, an additional cookie will be saved in your browser. This cookie includes no personal data and simply indicates the post ID of the article you just edited. It expires after 1 day.

Embedded content from other websites
Articles on this site may include embedded content (e.g. videos, images, articles, etc.) Embedded content from other websites behaves in the exact same way as if the visitor has visited the other website. These websites may collect data about you, use cookies, embed additional third-party tracking, and monitor your interaction with that embedded content, including tracking your interaction with the embedded content if you have an account and are logged in to that website.

This privacy notice does not cover the links within this site linking to other websites. We encourage you to read the privacy statements on the other websites you visit.

How long we retain your data
If you leave a comment, the comment and its metadata are retained indefinitely. This is so we can recognise and approve any follow-up comments automatically instead of holding them in a moderation queue. For users that register on our website (if any), we also store the personal information they provide in their user profile. All users can see, edit, or delete their personal information at any time (except they cannot change their username). Website administrators can also see and edit that information.

What rights you have over your data
If you have an account on this site or have left comments, you can request to receive an exported file of the personal data we hold about you, including any data you have provided to us. You can also request that we erase any personal data we hold about you. This does not include any data we are obliged to keep for administrative, legal, or security purposes.

Contact details and complaints
If you have any questions about this privacy policy or our privacy practices, please contact Beth Waring of Northfields in the following ways:

Name of legal entity: Northfields Estates Limited (company number 02357461 with its registered office at 28 Church Road, Stanmore, Middlesex, England HA7 4XR)
Email address:
Postal address: 130-132 Northfield Avenue, London W13 9RT
Telephone number: 020 8799 3377

You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK regulator for data protection issues ( We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance. Please contact Beth Waring using the above details.

Changes to this privacy notice
We keep our privacy notice under regular review.

This privacy notice was last updated on 24 September 2021.