How we use your information
This privacy notice tells you what to expect when Roberts Estate Agents collects personal information. It applies to information we collect about the following:
Visitors to our websites
When someone visits www.robertsco.co.uk we use a third party service, Google Analytics, to collect standard internet log information and details of visitor behavior 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 up front about this. We will make it clear when we collect personal information and will explain what we intend to do with it.
We may store some information (commonly known as a “cookie”) on your computer when you look at our Sites. This information facilitates your use of our Sites and helps us to provide you with the best level of service. For example, cookies ensure that you do not need to re-enter your details every time you order from us or visit our restricted member access site and help us to show you advertisements which are relevant to your interests. You can erase or block cookies from your computer if you want to (your help screen or manual should tell you how to do this), but certain services may not work correctly or at all if you set your browser not to accept cookies.
Search engine, Security & Performance
Our website search is provided by JPS. Search queries and results are logged anonymously to help us improve our website and search functionality. No user-specific data is collected by either Roberts Estate Agents or any third party. We use this third party service to help maintain the security and performance of our website. To deliver this service it processes the IP addresses of visitors to the Roberts website.
Links to other websites
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.
We use a third party provider, Brief Your Market, to deliver our monthly 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-newsletter. For more information, please see Brief Your Market’s privacy notice.
We use a third party provider, Hootsuite to manage our social media interactions.
We use a third party service, WordPress.com, to publish our blog, and some of our conference microsites. These sites are hosted at WordPress.com, which is run by Automattics. We use a standard WordPress service to collect anonymous information about users’ activity on the site, for example the number of users viewing pages on the site, to monitor and report on the effectiveness of the site and help us improve it. WordPress requires visitors that want to post a comment to enter a name and email address. For more information about how WordPress processes data, please see Automattic’s privacy notice.
We use a highly secure and robust e-mail service. The traffic between terminals and emails is encrypted and this can be confirmed by the web address “https:/…….”. This denotes there is SSL encryption in place. This is similar to when a “Padlock” appears when you are in a browsing session.
We also monitor any emails sent to us, including file attachments, for viruses or malicious software. Please be aware that you have a responsibility to ensure that any email you send is within the bounds of the law.
Calling our branches
When you call the Roberts Branches we collect Calling Line Identification (CLI) information. We use this information to help improve its efficiency and effectiveness.
Using our services
Roberts offer various services to the public. We use third parties, but they are only allowed to use the information in an authorised manner.
We hold your details for five years to provide the requested service. For example, we might use information about people who have requested a viewing appointment to find out if they would like to receive mortgage advice from our recommended financial advisors at the Mortgage Advice Bureau. Additionally, we can refer where appropriate another agent in a chosen location, via the Relocation Agent Network. When people do subscribe to our services, they can cancel their subscription at any time and are given an easy way of doing this. Requests for data to be deleted will be reviewed and actioned within one month or receipt. If there is a legal or contractual reason to keep the data the deletion request maybe refused.
Marketing your property
We use the following third parties when marketing a property, they are only allowed to use the information as authorised
We share your personal data with your consent, or as necessary to provide any product you have requested. We also use third parties when offering products for example a conveyancing quote from our panel of local trusted solicitors, or a survey quote.
Under the Data Protection Act 1998, you have rights as an individual which you can exercise in relation to the information we hold about you.
Access to personal information
Roberts tries to be as open as it can be in terms of giving people access to their personal information. Individuals can find out if we hold any personal information by making a ‘subject access request’ (in writing to the address below) under the Data Protection Act 1998. If we do hold information about you we will:
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 address below.
Disclosure of personal information, queries and complaints
There will be circumstances that require us to disclose your personal information, for example
Roberts 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.
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 usually have to disclose the complainant’s identity to whoever the complaint is about. This is inevitable where, for example, the accuracy of a person’s record is in dispute. If a complainant doesn’t want information identifying him or her to be disclosed, we will try to respect that. However, it may not be possible to handle a complaint on an anonymous basis.
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 two 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.
Changes to this privacy notice
This privacy notice was drafted with brevity and clarity in mind. It does not provide exhaustive detail of all aspects of Roberts’s 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.
We keep our privacy notice under regular review. This privacy notice was last updated on the 10th April 2018
How to contact us
Roberts Estate Agents
76 Bridge Street