We take privacy seriously.

Flatfair Privacy Policy

Flatfair Limited (‘Flatfair’ or ‘we’) respect the privacy of your personal information. This Privacy Policy (‘Policy’) explains how Flatfair collects, uses, shares and discloses personal information collected from users (‘you’).

What information we collect and how we collect it

To provide our deposit-replacement service, we collect personal information of tenants, landlords and letting agents via our website and web portal (through which you sign up for flatfair's services), by email and telephone, and sometimes by other methods (e.g. in-person meetings or post). The information we collect may include:


  • name, email address, residential address, telephone number, nationality, date of birth, income level (requested, or calculated from level of rent), marital status, payment ID provide by our payment service provider Stripe
  • behaviour as a tenant, including rent payment history, damage to a property and what you do about it, and your dealings with landlords and us
  • other details you provide to your landlord or letting agent (‘Other Information’), which we request only when needed to seek payment for damage to a property or failure to pay rent


  • name, email address, property address(es), business or residential address, telephone number
  • behaviour as a landlord, including dealings with tenants and us

Letting Agents

  • name, email address, business address, telephone number

To provide our Referencing Service, we collect personal information of tenants via our website and web portal, via our approved 3rd party providers such as movem by email and telephone, and sometimes by other methods (e.g. in-person meetings or post). The information we collect may include:

  • Collecting tenant’s personal information for the purposes of conducting a tenant reference. This includes both data provided by the end-user, and results provided by Credit Reference Agencies. We will store this data for no less than 7 years. This enables us to keep accurate records of business transactions, and allows the records to be used in any potential legal claims or complaints.
What we do with your information

Deposit-replacement service. We use your personal information mainly to provide the deposit-replacement service, including the following activities:

  • offering deposit-replacement services to tenants, landlords and letting agents
  • sharing information between tenants and landlords / letting agents once a new flatfair contract has been agreed, including to allow direction communication
  • handling any dispute between tenants and landlords about damage to a property, unpaid rent or other matters, including sharing relevant information with our independent adjudicators
  • providing updates on the deposit-replacement service
  • continually improving our service offering and user experience.

Tenant and landlord profiles. We build profiles of our landlords and tenants to understand their behaviour. These profiles may be used:

  • to provide references or reviews of landlords to tenants or of tenants to landlords
  • to offer improved deals to our best customers, and to restrict service to those with poor behaviour (but we do not deny the deposit-replacement service to a tenant or landlord without human involvement)
  • to provide data to credit rating companies, including to help you build a stronger credit history by paying rent on time and looking after your landlord’s property properly.

Third party services and content. We may send you:

  • offers of selected services related to your household that are offered by third parties
  • other content that may be of interest to you.

You can opt out of such communications by clicking the ‘unsubscribe’ link in our emails. You can also manage your contact options via our website if you are a registered customer.

Data aggregation. We aggregate your information with that of other users so that it can no longer can be associated with you. We may share such anonymized information with third parties to assess user trends and better understand how users interact with Flatfair and other online brands.

How we share your information

We never share your information with third parties for marketing purposes without your consent.

Insurance. We share personal information of Flaftair Member tenants on a confidential basis with our insurers, brokers and other parties involved with our insurance policies and any claims under those policies.

Debt recovery. If you damage a property or fail to pay rent, we may share your information with service providers who help us recover money that you owe.

Credit rating companies. We share information on a confidential basis as explained under ‘Tenant and landlord profiles’ above.


The Flatfair website uses cookies — small files stored in your web browser — to identify visitors based on browser information, IP address and username.

Internal cookies. We use cookies to record when you've accessed our service, and to recognise who you are when you return to our platform. These cookies are only used by us, and the information they contain is not shared with anyone else.

Analytics. We also use cookies provided by Google Analytics to understand trends about our services and content, including where users come from, which pages are most popular, and the effectiveness of our marketing. Google Analytics privacy and data security policies are available at http://www.google.co.uk/intl/en/analytics/privacyoverview.html.

Please see this link for information on how to disable cookies. However, please note that disabling cookies may affect some features of our website.

Rights regarding your information

You have the following rights regarding your personal information:

  • access to and correction of information
  • deletion of information and/or restriction on how we process it (we are not able to restrict processing in a way that impairs our ability to offer the deposit-replacement service)
  • portability of your information to other service providers.

If you wish to exercise any of these rights, please contact us at privacy@flatfair.co.uk. When we delete your information, it disappears promptly from our service; however, it will remain in our back-up systems for a period before being deleted permanently.

How long we keep your information

Subject to your rights explained above, we will keep your data for 7 years or for as long as you continue to access our service (including to allow you to build a profile and enjoy reduced rates for future tenancies). Information that is essential to providing the deposit-replacement service (including information on bad behaviour of tenants) may be kept indefinitely.

We delete Other Information collected in connection with a landlord/tenant dispute promptly once it is no longer needed for the dispute.

Information security and storage

Information security is central to the way we do business. We aim to use industry best practice for security from both technological and business process perspectives, and these practices are regularly reviewed and updated. We store our data on Amazon Web Services while remaining responsible at all times for the security of your information.

To protect your Flatfair account, we encourage you to select a secure password, to protect your password, and to use appropriate security software on your devices.

Changes to this Policy

From time to time, Flatfair may revise this Policy to reflect changes in the law, changes in our products, or for other reasons. Updated versions of this Policy will be posted on our website. If we make significant changes to the Policy, we will contact registered customers you to explain the changes.

Contact information and complaints

Flatfair is registered in England under as company number 10487576, and our registered address is 107 Cheapside, London, EC2V 6DN. If you have any questions or concerns about this Policy or the way we use your information, please contact us via privacy@flatfair.co.uk or by writing to our registered office.

If you consider that we have not addressed a problem, you have a right to complain to the UK Information Commissioner's Office. Further information can be found at https://ico.org.uk/concerns/.