LEGAL
Privacy Policy
Last updated 5 August 2026
This page is a template starting point and does not constitute legal advice. Review it with a qualified solicitor before publishing.
Who we are
UrbanLane Ltd. is the data controller for the personal information described in this policy. We’re registered in England and Wales under company number 09184423, with our registered office and trading address at 41 Charlotte Road, Shoreditch, London EC2A 3PE. We’re registered with the Information Commissioner’s Office under reference ZA487219. If you have a question about how we handle your data, our privacy contact is privacy@urbanlane.co.
What we collect
We collect the information you give us directly — your name, email address, phone number, and details about the property you’re buying, selling, letting or looking for — when you enquire through this website, call our office, or instruct us to act on your behalf. If you register for a viewing or valuation, we also hold the address of the property concerned, your preferred appointment times, and notes from the agent who deals with your enquiry.
Where you apply to rent a property through us, we collect the further information needed for referencing: proof of identity, proof of income, landlord references and, where required by law, right-to-rent checks. Our website also collects limited technical information automatically — your IP address, browser type, and the pages you visit — through the analytics tools described in the Cookies section below.
Why we collect it
We use your information to respond to enquiries, arrange viewings and valuations, progress a sale or letting, meet our anti-money-laundering and right-to-rent obligations, and send you information you’ve asked for, such as property alerts or our weekly Journal email. We also use it to keep our own records accurate, to improve the website, and to meet our legal and regulatory obligations as a member of Propertymark and The Property Ombudsman scheme.
Lawful basis
We rely on different lawful bases depending on what we’re doing with your data. Where you’ve asked us to act for you — arranging a viewing, valuing your home, or progressing a sale or letting — we process your data to perform that contract, or to take steps at your request before entering into one. Where the law requires it, such as anti-money-laundering checks and right-to-rent verification, we process your data to meet a legal obligation. Where you’ve opted in to marketing emails, we rely on your consent, which you can withdraw at any time. In a small number of cases — such as keeping our office secure, or defending a legal claim — we rely on our legitimate interests, balanced against your rights.
How long we keep it
We keep records relating to a sale, letting or instruction for six years after the end of our relationship with you, as required for anti-money-laundering records under the Money Laundering Regulations 2017. Enquiry data that doesn’t lead to an instruction is normally deleted after two years of inactivity. If you’ve subscribed to our Journal email, we keep your address until you unsubscribe. Where we’re required to keep information for longer — for example because of an ongoing legal matter — we’ll retain only what’s necessary for that purpose.
We share information with third parties only where it’s necessary to do our job or meet our legal obligations. That includes: solicitors and conveyancers acting on a transaction; referencing agencies and tenant deposit schemes for lettings; contractors we instruct on your behalf, such as photographers and EPC assessors; our accountants, Hallam & Fry, for audit purposes; and regulators including Propertymark, The Property Ombudsman and the ICO where they have a right to see it.
We use a small number of trusted service providers for functions like website hosting, email delivery and customer relationship management — each is bound by a data processing agreement and may only use your information as we instruct. We do not sell your personal data.
Cookies
This website uses essential cookies needed to make the site work, and analytics cookies that help us understand how visitors use it, which we only set with your consent. You can change your cookie choices at any time through the settings in your browser; blocking cookies may affect how parts of the site work. We don’t use cookies for third-party advertising.
Your rights
Under UK GDPR, you have the right to access the personal data we hold about you, to have inaccurate data corrected, to ask us to erase it, to restrict or object to how we use it, and to receive the data you’ve given us in a portable format. To exercise any of these rights, email privacy@urbanlane.co and we’ll respond within one month. Some rights don’t apply in every case — for example, we can’t erase data we’re required by law to keep for anti-money-laundering purposes — and we’ll explain if that applies to your request.
How to complain
If you’re unhappy with how we’ve handled your data, please tell us first at privacy@urbanlane.co so we can put it right. You also have the right to complain to the Information Commissioner’s Office, the UK’s independent regulator for data protection, at ico.org.uk or on 0303 123 1113.
Contact
For anything relating to this policy or your personal data, write to privacy@urbanlane.co or by post to Data Protection, UrbanLane Ltd., 41 Charlotte Road, Shoreditch, London EC2A 3PE.