This website is the property of Hus Estate Agents, 18 Lemon Street, Truro, TR1 2LS and by visiting this website you agree that you consent to be bound by the following terms and conditions.
These terms and conditions only cover the website of Hus Estate Agents. Any other websites to which you link from this site are governed by their own terms and conditions. We accept no responsibility or liability for the content or operation of websites, which are not under our control.
Hus Estate Agents own the copyright, trademarks and other intellectual property rights in all material and content on this website, which you may use, download, copy, publish, transmit or otherwise make available by any other means only for your own personal, non-commercial use. Any other use of reproduction of the material or content is strictly prohibited.
You may not create any link to, or frame, this website without prior written consent, nor may you restrict or inhibit the use or enjoyment of it by anyone else.
Hus Estate Agents is committed to protecting your privacy as regards the data you register with us when using our site.
However, as no data transmission over the internet can be guaranteed to be 100% secure we cannot ensure or warrant the security of any information you transmit to us and you do so at your own risk.
We reserve the right to make changes to our website, policies and these terms and conditions at any time. You should therefore check these terms and conditions for any such changes whenever you visit the website.
We take reasonable care to ensure that the information contained on this website is accurate. However, we make no warranties, whether express or implied, in relation to its accuracy.
We make no warranty that the website will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy and reliability of the website.
Hus Formal Complaints Procedure
IN-HOUSE COMPLAINTS PROCEDURE
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?
• We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.
• We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
• If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
• We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:
The Property Ombudsman Ltd
43-45 Milford Street
01722 333 306
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
HUS ESTATE AGENTS
General Data Protection Regulation (GDPR)
What this privacy notices covers
Hus Estate Agents “Hus” are committed to protecting your personal information. In this notice, references to ‘we’, ‘us’ or ‘our’ mean Hus. This notice explains how we collect and use the personal information about you.
Who we are
Hus is a firm of Estate Agents and a member of The Property Ombudsman Scheme for Residential Sales.
Hus is a data controller under data protection legislation and all contact details are shown at the end of this notice.
As an agent, we act in our administration through our employees.
Information we gather
We collect your information in the form of your name and contact details and store it on our agency database and paper files.
Your information is collected from:
i. email, sms and mail correspondence with Hus;
ii. contact via phone;
iii. in-person contacts with our employees;
iv. information we receive from the internet property portal and external third parties, where relevant.
v. information received via the online forms on our website www.husestateagents.co.uk
We will use your information to:
i. administer your mailing list requirements;
ii. maintain relevant contact, including, but not limited to: sending you information about properties for sale;
iii. arrange viewings and valuations;
iv. maintain the accuracy of your information and communicate with you for any other reasons related to your property requirements;
v. maintain the mailing list;
vii. share with other regulatory authorities and any other party when sharing of information is required by law.
What is the legal basis of processing your data
The legal bases of processing your data are:
‘contract’, as defined by Article 6 of the General Data Protection Regulations where processing is necessary for the performance of a contract to which the data subject is party.
‘legal obligation’, where processing is necessary for compliance with a legal obligation for example compliance with anti-money laundering legislation and accounting practices.
‘legitimate interest’, where processing is required for maintaining contacts with customers to keep them informed of further relevant properties
Who will have access to the information
We may also share your information with third parties where relevant (for example to facilitate mortgage surveys, energy performance assessments) and data processors who may need to access your information for performing the purposes specified above.
We may sometimes outsource some of the services set out above to reputable third parties, including Dezrez for the purpose of database management and ensuring the security of your data. We have data protection compliant agreements in place with all such service providers, so they would only use your information according to our instructions.
We take reasonable organisational and technical measures to protect your information against unauthorised access, modification or misuse. We use services provided by reputable security providers and your information is accessed by employees, agents and third party partners on a needs-only basis.
How long will we keep your information
The length of time we hold your information for will vary dependent on lawful basis for collecting and processing the data.
Hus will hold data supplied with consent, where there is a legitimate interest in doing so (such as where a client or customer has registered with us, expressing an interest in buying or selling a property through us) for a period of two years.
Where a transaction has been entered in to and there is a contractual necessity to do so, or where there is a requirement to comply with legal obligations (for example in order to comply with the requirement of the TPO Codes of Practice, both for Sales and Lettings Agents, to maintain clear and full written records of transactions for a period of six years and to comply with the Money Laundering Regulations 2017 requirement to hold records for a period of 5 years).
Any request to delete your personal data so it is erased from our records will be subject to whether there is any requirement to comply with any such obligations as relevant.
How to keep us updated with any changes to your information
Please remember to keep us updated on the personal data we hold on you if it is inaccurate or incomplete. All requests to update your personal data must be sent by email/in writing to Hus and third parties will be informed, where possible.
Failing to keep us updated with your personal data and contact details may lead to removal of your requirements from our database and you missing out on property purchases.
PERSONAL DATA BREACHES
In order to comply with applicable law, Hus have implemented procedures to detect, report and investigate personal data breaches.
A data breach is defined by the Information Commissioner’s Office (ICO) as;
“A breach of security leading to the destruction, loss, alteration, unauthorised disclosure of, or access to, personal data.”
The ICO will be informed of all data breaches which present a high risk to our clients and customer’s rights and freedoms and in line with applicable law, a notifiable breach will be reported within 72 hours of us becoming aware of it. The individual(s) involved will also be informed.
You have the right to:
1) To keep us updated.
2) Request a copy of the personal information we hold about you. We require you to prove your identity with two pieces of approved identification. Please submit your request in writing to contact details shown at the end of this notice. We will respond within one month, of receipt of your written request and confirmed ID. Please provide as much information as possible about the nature of your contact with us to help us locate your records. This request is free of charge unless the request is manifestly unfounded or excessive.
3) Have any inaccuracies in your data corrected. If you would like to update the details we hold about you, please contact us on the details set out at the end of this notice.
4) Request that we delete your personal data so it is erased from our records.
5) Object to certain types of processing such as direct marketing.
6) Object to automated processing, including profiling.
Enquiries and Complaints
Please contact us if you have any enquiries arising from this privacy notice. Where possible, please raise all enquires via email or in writing.
If you are unhappy with our work or something that we have done or failed to do, please inform us via email or in writing. We will acknowledge receipt of all complaints and will endeavour to investigate the complaint as soon as reasonably practicable.
All complaints should be sent to:
Hus Estate Agents
18 Lemon Street
Tel: 01872 241050
You may also complain directly to the Information Commissioner’s Office if you are concerned with how we are handling your personal information. Their contact details are shown below:
Information Commissioner's Office,
Wilmslow, Cheshire, SK9 5AF
Tel: 0303 123 1113 or 01625 545745
Review of Hus Privacy Notice
This Notice was last reviewed in May 2018. We will notify you about significant changes in the way we treat personal information by sending a notice to the primary email address you have provided to us.
What Are Cookies
For more general information on cookies see the Wikipedia article on HTTP Cookies...
You can prevent the setting of cookies by adjusting the settings on your browser (see your browser Help for how to do this). Be aware that disabling cookies will affect the functionality of this and many other websites that you visit. Disabling cookies will usually result in also disabling certain functionality and features of this site. Therefore it is recommended that you do not disable cookies.
The Cookies We Set
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Third Party Cookies
This site uses Google Analytics which is one of the most widespread and trusted analytics solution on the web for helping us to understand how you use the site and ways that we can improve your experience. These cookies may track things such as how long you spend on the site and the pages that you visit so we can continue to produce engaging content.
For more information on Google Analytics cookies, see the official Google Analytics page.
In some cases we may provide you with custom content based on what you tell us about yourself either directly or indirectly by linking a social media account. These types of cookies simply allow us to provide you with content that we feel may be of interest to you.
Hopefully that has clarified things for you and as was previously mentioned if there is something that you aren't sure whether you need or not it's usually safer to leave cookies enabled in case it does interact with one of the features you use on our site. However if you are still looking for more information then you can contact us at email@example.com
The Property Ombudsman https://www.tpos.co.uk/