Tenant Portal Privacy Notice

This notice explains how information is handled when you use a tenant portal link sent to you by your landlord or letting agent through LET NEXUS. Please read it with any privacy information your landlord has given you.

1. Who is responsible for your information

Your landlord or letting agent (named at the top of your portal) decides why and how your information is used. They are the controller. For questions about your information, or to use your data-protection rights, contact them first.

LET NEXUS LTD provides the software. We are a processor: we store and handle the information on your landlord's behalf and on their instructions, under a Data Processing Addendum. LET NEXUS LTD is registered in England and Wales under company number 17404019, at 190 Park Road, Dukinfield, England, SK16 5LP. You can contact us at support@letnexus.co.uk.

We are a controller only for the limited information we use to protect the service itself, such as security logs and request limits (section 6).

2. What the portal does

Your portal is a private link. There is no account or password. Through it you can:

• report a repair, describe it, say how urgent it is, and add photos and access details;
• see the progress of repairs reported for your tenancy; and
• open documents your landlord has chosen to share with you, such as safety certificates.

The portal is not an emergency service. If anyone is in danger, call 999. For a suspected gas leak in Great Britain, call the National Gas Emergency Service on 0800 111 999. Then tell your landlord.

3. Information that is used

Please only include what's needed to deal with the repair. Try not to include other people, or anything personal that isn't relevant, in your photos or descriptions.

4. Why it is used

Your landlord uses this information to manage your home and tenancy, in particular to:

• receive, assess and arrange repairs, and keep a record of what was reported and done;
• share important documents with you and keep a record that you received them; and
• meet their legal obligations as a landlord, such as repairing and safety duties.

Your landlord chooses the lawful basis. It will usually be that the processing is needed for your tenancy agreement, to meet a legal obligation, or for their legitimate interests in managing the property. Your landlord's own privacy information may give more detail.

Repair reports are also checked automatically for words that may suggest an emergency, such as gas or flooding, so that your landlord can see possible emergencies quickly. This check only flags a report. It doesn't make any decision about you or your repair; people at your landlord's business decide what happens.

5. Who can see it

• Your landlord or letting agent, and the people in their business they give access to.
• Contractors your landlord instructs, to the extent your landlord shares repair details with them.
• LET NEXUS and our service providers, only to run the service: Supabase (database and file storage, hosted in London), Vercel (hosting) and Resend (email, such as the email containing your link). They act on our instructions under contract.

Nobody sells your information or uses it for advertising.

6. Security of your link

Your link is long and random, and we store only a secure fingerprint of it, not the link itself. Documents open through short-lived links that stop working after about a minute. Requests are limited to protect the service from misuse, and we keep short-term security logs, including IP addresses, for that purpose. LET NEXUS is the controller for this security processing, based on our legitimate interests in keeping the service secure.

Keep your link private. Anyone with it can see your portal. If you think someone else has it, ask your landlord to send you a new link, which turns the old one off straight away.

7. How long information is kept

Your landlord decides how long to keep repair records, photos and document records, in line with their own retention policy and legal duties. Your portal link stops working after 12 months, when your landlord sends a new one or turns it off, or when your tenancy ends. When a landlord closes their LET NEXUS account, their information is returned or deleted as set out in the Data Processing Addendum at /data-processing-addendum.

8. Your rights

You have rights under UK data-protection law, including to access your information, to have it corrected, and in some cases to have it erased or restricted, or to object to its use. Contact your landlord or letting agent to use these rights. If you contact LET NEXUS instead, we will pass your request to your landlord and help them respond.

If you're unhappy with how your information has been handled, you can complain to the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113. We'd encourage you to raise it with your landlord first.

9. Changes

We may update this notice when the portal changes. The date at the top of this page shows when it last changed.