Privacy Policy

Last updated: 24 July 2026

This Privacy Policy explains what personal data (information) CIAR Property Services Ltd holds about you, how we collect it, and how we use, store and may share it when:

  • we provide property maintenance and related services;
  • you visit or communicate with us through our website; or
  • you use the CIAR London mobile application (the App).

Please read this Privacy Policy together with any additional privacy notice or in-app disclosure that we provide when we collect or use personal data.

1. Who we are

CIAR Property Services Ltd (CIAR, we, us or our) collects, uses and is responsible for certain personal data. We are the controller of that personal data under applicable UK data protection law, including the UK General Data Protection Regulation and the Data Protection Act 2018.

Our contact details are:

CIAR Property Services Ltd
72 Church Road
Teddington
TW11 8EY
United Kingdom

Email: contact@ciar.london
Telephone: 020 8614 5612

2. Data protection principles

When collecting and using personal data, we will:

  • process it lawfully, fairly and transparently;
  • collect it for specified and legitimate purposes;
  • limit collection to data that is adequate, relevant and necessary;
  • take reasonable steps to keep it accurate and up to date;
  • retain it only for as long as necessary; and
  • use appropriate technical and organisational measures to protect it.

3. Personal data collected in connection with our property services

In the course of providing maintenance services to properties, property owners, residents, clients and managing agents, we may collect:

  • name;
  • property address;
  • correspondence address;
  • telephone number;
  • email address;
  • information contained in communications, service requests, maintenance records and related documents.

We may receive this information directly from you or from sources including:

  • our clients, usually managing agents of properties;
  • tenants or residents;
  • credit reference agencies;
  • Companies House; and
  • other people or organisations involved in the management or maintenance of the relevant property.

We will tell you when providing particular information is required to perform a contract or provide a requested service.

4. Personal data collected through the CIAR London App

Depending on your role and the App features you use, we may access, collect or process:

  • Account and profile data: name, email address, telephone number, user ID, role, employer or contractor details and authentication information.
  • Work and attendance data: assigned sites, jobs, schedules, check-in and check-out times, attendance, work sessions, completed tasks, reports, notes and related operational records.
  • Location data: approximate or precise location obtained from your device when you grant location permission.
  • Content provided by you: messages, photographs, videos, documents, reports and other files that you choose to submit.
  • Device and technical data: device type, operating system, App version, IP address, notification token, error information, diagnostic logs and security events.

Location data

The App may ask for permission to access your device's approximate or precise location. We access and collect location data to provide work-related App functionality, including:

  • confirming that you are present at or near an assigned work site;
  • supporting check-in, check-out and attendance records;
  • associating a work session, site visit or report with the correct site;
  • helping authorised CIAR personnel manage assignments and investigate inaccurate attendance or site records; and
  • protecting the security and integrity of operational records.

The App accesses location only after you grant the relevant Android permission. Location is accessed while the App is in use or while you are actively completing a location-dependent action. The App does not continuously monitor or collect your location when the App is closed or running in the background.

Location data may be securely transmitted to CIAR's systems and stored with the relevant work session, attendance event, report or site record. It may be viewed by authorised CIAR employees, managers, administrators or other authorised personnel who need it for the purposes described above.

We do not use location data for advertising, marketing profiling or unrelated analytics. We do not sell location data or share it with advertisers or data brokers.

You may deny or withdraw location permission through your device settings. If you do so, location-dependent features, such as site check-in or attendance verification, may not work correctly. Other App features may remain available.

Camera, photos and media

The App may request permission to use your device's camera and to access photos, videos or files stored on your device so that you can capture and attach photographs, videos or documents to reports, tasks and work sessions. The App accesses the camera or your media only after you grant the relevant Android permission and only when you actively choose to capture or attach content.

Captured or attached files are securely transmitted to CIAR's systems, stored with the relevant report, task or work session, and may be viewed by authorised CIAR personnel who need them for the purposes described in this Privacy Policy. We do not use your camera or media for any other purpose.

You may deny or withdraw these permissions through your device settings. If you do so, you may be unable to capture or attach photographs and other files, while other App features may remain available.

5. How we use personal data

We may use personal data to:

  • perform a contract with you or with a client for whom we provide maintenance or related services;
  • provide, administer and secure the App and user accounts;
  • manage properties, sites, jobs, schedules, attendance, work sessions and assignments;
  • verify work-related check-ins, check-outs and site visits;
  • process reports, photographs, documents, messages and service requests;
  • communicate operational information and send requested notifications;
  • provide support and respond to enquiries;
  • maintain accurate business, employment, contractor and service records;
  • diagnose errors and improve the security and reliability of our systems;
  • prevent fraud, misuse and unauthorised access;
  • establish, exercise or defend legal claims; and
  • comply with legal, regulatory, accounting and contractual obligations.

We seek to ensure that our collection and use of personal data is proportionate. We will notify affected individuals of material changes to the information we collect or the purposes for which we use it.

6. Legal bases for processing

Depending on the circumstances, we rely on one or more of the following legal bases:

  • performance of a contract, including a contract with you or with a client for whom we provide services;
  • compliance with a legal obligation;
  • our legitimate interests, or those of a third party, in providing and managing property maintenance services, managing work and attendance, keeping accurate records, securing our systems and operating our business, where those interests are not overridden by your rights and freedoms;
  • consent, where consent is required; and
  • protection of a person's vital interests, where applicable.

Granting an Android permission allows the App to access the relevant device functionality. You can withdraw that permission later through your device settings.

7. Who we share personal data with

Where necessary for the purposes described in this Privacy Policy, personal data may be shared with:

  • authorised CIAR employees, managers, administrators and on-site staff;
  • our clients, managing agents, subcontractors and their employees where access is necessary to provide the relevant service;
  • out-of-hours service providers;
  • cloud hosting, database, authentication, notification, mapping, location, communications, IT support and website support providers acting on our instructions;
  • accountants, auditors, HR consultants, insurers, solicitors, debt collection agencies and other professional advisers;
  • local authorities, law enforcement bodies, courts, regulators or other public authorities where disclosure is required or permitted by law; and
  • a purchaser or successor in connection with a merger, acquisition, restructuring or transfer of our business.

Service providers acting on our behalf may use personal data only to provide their contracted services and must protect it appropriately.

We do not sell personal data. We do not otherwise share personal data with third parties except as described in this Privacy Policy, with your permission, or where required or permitted by law.

8. Where personal data may be held

Personal data may be held at our offices and in systems operated for us by group companies, service providers, representatives and agents described in this Privacy Policy.

Some service providers may process data outside the United Kingdom. Where required, we use safeguards recognised by applicable data protection law, such as adequacy regulations or approved contractual protections.

9. How long personal data is kept

We retain personal data only for as long as reasonably necessary for the purpose for which it was collected and to meet legal, accounting, contractual, employment, security and reporting requirements.

Property service records and associated personal data are normally retained for six years following our last attendance at the property associated with you.

App-based work, attendance and associated location records may be retained for up to six years after the relevant employment, engagement, contract, work assignment or service relationship ends, unless a different retention period is required by law or necessary for an active legal claim.

Technical and diagnostic data may be retained for a shorter period when it is no longer needed for security, support or troubleshooting.

At the end of the applicable retention period, personal data will be securely deleted or anonymised.

10. Account and data deletion

You may request deletion of your App account and associated personal data by using any account-deletion option available in the App or by contacting contact@ciar.london.

If your account is provided or managed by an employer, client or CIAR administrator, you may also make the request through the relevant account administrator.

We will delete or anonymise personal data unless we are required or permitted to retain it for legal, contractual, employment, accounting, security, dispute-resolution or record-keeping purposes.

Uninstalling the App does not automatically delete information already held in CIAR's systems.

11. Your rights

Subject to applicable law and any relevant exemptions, you may have the right to:

  • receive information about how we use your personal data;
  • request access to your personal data;
  • require us to correct inaccurate or incomplete information;
  • request deletion of personal data in certain circumstances;
  • request restriction of processing;
  • object to certain processing, including direct marketing;
  • receive personal data you provided in a structured, commonly used and machine-readable format and, in certain circumstances, transmit it to another controller;
  • withdraw consent where processing is based on consent; and
  • object to certain decisions made solely by automated means that produce legal or similarly significant effects.

To exercise a right, email, call or write to us using the contact details in section 1. We may ask for enough information to identify you, understand your request and verify your identity.

12. Keeping personal data secure

We use appropriate technical and organisational measures designed to prevent personal data from being accidentally lost, misused, altered, disclosed or accessed without authorisation.

These measures include access controls, authentication, restricted staff access, confidentiality obligations and encryption of data in transit where appropriate. Access is limited to people and service providers with a genuine business need to use the information.

We have procedures for dealing with suspected personal data breaches and will notify affected individuals and applicable regulators where legally required.

13. Children

The CIAR London App is intended for authorised CIAR personnel, contractors and business users. It is not directed to children, and we do not knowingly collect personal data from children through the App.

14. How to complain

We hope that we can resolve any question or concern about our use of personal data. You also have the right to lodge a complaint with the UK Information Commissioner's Office:

Website: https://ico.org.uk/make-a-complaint/
Telephone: 0303 123 1113

15. Changes to this Privacy Policy

We may update this Privacy Policy when our services, App, data practices or legal obligations change. The current version will be published at this URL with its latest revision date. Where appropriate, we will also notify App users of material changes.

16. Do you need extra help?

If you would like this Privacy Policy in another format, such as audio, large print or braille, please contact us using the details in section 1.