Privacy notice
Nicholson Living app · Last updated 1 November 2026
This notice explains how Nicholson Lettings Limited uses personal information when you use the Nicholson Living app, and the web version of it at living.nicholsongroup.co.uk/app. It sits alongside the privacy information in your tenancy agreement. If the two differ on anything about the app, this notice applies.
1. Who we are
Nicholson Lettings Limited (company number 13369529, registered in England and Wales) of 116 Duke Street, Liverpool L1 5JW is the controller of the personal information processed through the app. Where we let or manage a property for a landlord, the landlord named in your tenancy agreement is also a controller of your tenancy records.
Questions or requests about your personal information: message us in the app, write to us at the address above, or email office@nicholsongroup.co.uk with the subject "Privacy".
2. Who the app is for
The app is for tenants and permitted occupiers of homes let or managed by Nicholson Lettings. You can only sign in with an email address we already hold on your tenancy. The app is not intended for anyone under 18.
3. The information we collect
Information you give us in the app
- Identity and contact details: name, email address and phone number.
- Repairs: what is wrong, where it is, photographs you take or attach, access arrangements, preferred times, and any information about vulnerability you choose to share so we can prioritise the job.
- Messages you send to us and our replies.
- Documents you upload, such as photo ID and right to rent evidence.
- Meter readings and photographs of meters.
- Requests and forms: notice to end your tenancy, reference requests, statement requests, requests to move to another Nicholson home, paid extras, changes of rent date, authorised occupier requests, pet consent requests, responses to inspection notices and invoices, and smoke and carbon monoxide alarm test records.
- Feedback you give us, and whether you accepted an invitation to review us.
- Referrals: the name and contact details of a friend you refer to us.
Information we hold about your tenancy
- Your address, landlord, tenancy dates, rent amount, rent due dates and payment status.
- Tenancy documents and certificates we make available to you, such as your tenancy agreement, inventory, deposit protection certificate, gas safety record, electrical installation condition report and energy performance certificate.
- Invoices raised to you through our payment provider, Square, and whether they have been paid.
- A log of correspondence between you and us, repair appointments, and inspection notices.
Information collected automatically
- Sign-in records: when you sign in, and the one-time codes we email you (each code expires shortly after it is sent).
- Notification token: if you allow notifications, a device token from Apple or Google so we can send you alerts.
- In-app events: a small number of records such as your acknowledgement of our Service with Respect policy and which features you used. We do not use advertising identifiers, advertising trackers or third-party analytics, and we do not collect your location.
Information about other people
If you give us details of someone else, for example an authorised occupier or a friend you refer, please make sure they know you are sharing their details with us and point them to this notice.
4. How we use it and our lawful basis
| Purpose | Lawful basis (UK GDPR) |
|---|---|
| Letting you sign in and see your own tenancy, rent, documents and invoices | Performance of your tenancy agreement |
| Logging, arranging and completing repairs, including sharing access details with the engineer or contractor | Performance of your tenancy agreement; legal obligations on repairs and safety |
| Handling messages, notices, consents and the other requests you make | Performance of your tenancy agreement |
| Right to rent checks, deposit protection, gas and electrical safety, and keeping tenancy records | Legal obligation |
| Sending you notifications about your tenancy and your building | Performance of your tenancy agreement; device notifications only if you allow them |
| Running and securing the app, keeping a record of what was reported and when, and preventing misuse | Our legitimate interests in managing homes safely and keeping accurate records |
| Helping our staff write clear, consistent replies (see section 5) | Our legitimate interests in responding to you promptly and professionally |
| Asking for feedback and inviting reviews | Our legitimate interests in improving our service. You can ignore or opt out of any request. |
| Health or vulnerability information you choose to share | Your explicit consent, or where needed to protect someone's vital interests in an emergency |
Most of the information is needed for your tenancy. If you choose not to give it, we may not be able to deal with a repair or request through the app. You can always contact us another way.
5. AI-assisted replies
Our staff may use an AI writing assistant, provided by Anthropic, to help draft replies to messages you send in the app. A member of our team reads and approves every reply before it is sent to you. No decision about you or your tenancy is made by automated means. Anthropic acts as our processor and does not use this information to train its models.
6. Who we share it with
We share only what each recipient needs:
- Your landlord, where we manage the property on their behalf.
- Engineers and contractors, including our own maintenance team, to complete repairs and safety checks.
- Service providers that run the app for us, acting on our instructions:
- Supabase: database, file storage and secure sign-in. Your app data is stored in London, UK.
- Resend: sends sign-in code emails.
- Microsoft: our email and the maintenance appointment calendar.
- Expo, Apple and Google: deliver push notifications to your device.
- Anthropic: the AI writing assistant described in section 5.
- Square: invoices and card payments.
- Wix: our website and online store for paid extras.
- Organisations you ask us to deal with, for example a future landlord or letting agent requesting a reference.
- Deposit protection schemes, local authorities, courts, the police and regulators, where the law requires it or it is necessary to establish or defend legal claims.
Links in the app to Trustpilot and Brickk take you to services run by those companies under their own privacy terms. We never sell your personal information.
7. Transfers outside the UK
Some of our service providers, or their support teams, may process information outside the UK, including in the European Economic Area and the United States. Where this happens we rely on UK adequacy regulations, the UK Extension to the EU–US Data Privacy Framework, or the UK International Data Transfer Agreement or Addendum, so your information keeps an equivalent level of protection.
8. How long we keep it
| Information | How long |
|---|---|
| Your app sign-in account and notification tokens | Until you ask us to delete your app account (we do this within 7 days), or until your tenancy record is closed |
| Tenancy records: repairs, messages, documents, requests, rent and invoices | For the tenancy and 6 years after it ends, the period in which legal claims can be brought |
| Copies of right to rent documents | For the tenancy and 1 year after it ends, as Home Office guidance requires |
| Referral details for a friend who does not become a tenant | 12 months |
9. How we keep it secure
Information is encrypted in transit and at rest. Access controls in the database mean each tenant can only ever see their own tenancy. Only authorised Nicholson staff can open tenant records, and every staff account is personal to the individual.
10. Your rights
You have the right to ask for a copy of your personal information, and to have it corrected, deleted or restricted. You also have the right to object to how we use it, to receive it in a portable format, and to withdraw any consent you have given. Some rights are limited where we must keep records by law. To use any of these rights, contact us as set out in section 1. We will respond within one month.
To delete your app account, see Delete your account.
You can complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113. We would appreciate the chance to put things right first.
11. Changes to this notice
We will post any changes on this page and, if they are significant, tell you in the app.