Privacy Notice

TenantSafe is a product of ThinkTribal Ltd, registered in England and Wales.ThinkTribal Ltd is the data controller for personal data processed through this service.

Contact: info@thinktribal.com

We collect and process the following categories of personal data:

• Account information: name, email address, password (hashed)
• Address data: your home address is collected at account setup. It is included in complaint correspondence (generated letters) and in any provider submissions you choose to share with your housing provider.
• Housing information: housing provider name, tenancy type
• Complaint data: descriptions, dates, timeline events, generated letters
• Evidence files and metadata (EXIF/GPS): photographs you upload may contain embedded metadata including GPS location, capture timestamp, and device information. This metadata is retained as part of the evidence record for its evidential value. If you share evidence with your housing provider, embedded metadata is included in that submission. You can delete individual evidence items at any time; however, an audit record of the deletion is retained permanently.
• Session metadata: login timestamps, chatbot session start/end times
• A record that you agreed to this privacy notice: the date, the version of the notice, and how you agreed (when you signed up, when staff set up your account and you confirmed it, or when you confirmed it after signing in)

Conversation transcripts are never stored. TenantSafe records only the structured complaint data you choose to save — not the full text of your chat conversation.

• To provide the TenantSafe service and generate complaint letters
• To show your complaint data to your linked housing provider (only when you explicitly share a submission)
• To send transactional emails (deadline alerts, letter delivery) when activated
• To measure aggregate email engagement (how many of our emails are opened-through to an action) using counts only — never linked to you as an individual
• To generate anonymised, aggregated statistics about complaint outcomes and satisfaction survey responses, used for sector-wide research and reporting, and for aggregate reporting shown to housing providers (including providers not yet using TenantSafe) about their own tenants collectively — never about you individually, and never shown at all where too few responses exist to protect anonymity

We rely on the following UK GDPR lawful bases:

• Contract (Art. 6(1)(b)): account data, address, complaint records, and generated letters — necessary to provide the TenantSafe service you signed up to.
• Legitimate interests (Art. 6(1)(f)): evidence-file metadata (EXIF / GPS / timestamp) retained for evidential integrity of complaints; security logging; audit trails of deletions. A Legitimate Interests Assessment (LIA) is held by ThinkTribal's DPA and available on request.
• Consent (Art. 6(1)(a)): non-essential cookies. You can withdraw consent at any time via the cookie banner.
• Legal obligation (Art. 6(1)(c)): retention of complaint records to comply with statutory limitation periods for housing disputes (see Retention below).

We share your data with the following third parties:

• Supabase — database and authentication (UK region, London)
• Anthropic — AI processing of your complaint information to generate letters (data processed under Anthropic's API terms)
• Vercel — application hosting
• Brevo — transactional email delivery (when activated)
• Railway — abuse protection (EU region). Holds short-lived request counters keyed by your IP address, or your account identifier when you are signed in, so we can limit how fast any one client can use the service. The counters expire within an hour and contain no complaint content.
• Cloudflare Turnstile — bot mitigation on our forms and chat. Runs in privacy-preserving managed mode: it sets no cookies and no behavioural data leaves Cloudflare's edge.
• Ideal Postcodes — UK address lookup (Royal Mail PAF / AddressBase). When you use the address search at account setup, the postcode or partial address you type is sent to Ideal Postcodes to return matching addresses. UK-based.
• GlitchTip — error monitoring (hosted by GlitchTip, EU region). Receives technical error reports so we can fix faults. Direct identifiers (email, address, complaint content) are stripped before transmission; a pseudonymous account identifier may be included to link an error to a session. GlitchTip shortens your IP address when it receives an error report, so it keeps only the network part and not the full address.
• Google Analytics 4 — website usage analytics on our public pages only, and only if you accept analytics cookies (see Cookies below). It never loads on signed-in pages that contain your complaint data. Google processes this data in the United States under the EU-US Data Privacy Framework.

Sharing with your housing provider. When you link your account to your housing provider, or send them a complaint, they receive that information from you. From then on your housing provider is a separate data controller for the copy it holds and must handle it under its own privacy notice and UK GDPR. ThinkTribal Ltd is the controller for the copy we hold, and we do not act on the provider's behalf for that purpose. You can stop further sharing at any time by unlinking your provider in your account settings, or by contacting us. Unlinking does not recall copies your provider has already received; to ask your provider to delete or restrict those, contact the provider directly, and tell us if you want us to confirm to them that you have withdrawn. Where you ask us to correct or delete data we have already shared, we tell the provider, unless that is impossible or involves disproportionate effort. We keep our own copy for the periods in section 6, including where it may be needed to establish or defend a legal claim.

We retain personal data for the following periods, after which it is deleted or anonymised:

• Account data (name, email, hashed password, address): for the lifetime of the account. On account closure, account data is deleted within 30 days, except where it forms part of a retained complaint record (see below).
• Complaint records, generated letters, and provider-submission records: retained for 6 years from the date the complaint is closed, in line with the limitation period under the Limitation Act 1980 for contractual housing-disrepair claims. After 6 years the records are deleted or anonymised for aggregate reporting only.
• Evidence files (photos, documents) and embedded metadata: retained with the parent complaint record (6 years). You can delete individual evidence items at any time; an audit record of the deletion is retained for the same 6-year period.
• Session metadata, login timestamps, chatbot session start/end times: retained for 12 months for security, abuse detection, and statistical analysis.
• Anonymous aggregated statistics (e.g. counts by housing provider used to power transparency pages): retained indefinitely. These do not identify individual tenants.

Under UK GDPR you have the right to:

• Access your data (Subject Access Request, free of charge in most cases)
• Correct inaccurate or incomplete data
• Erase your data (subject to the retention obligations above — complaint records in active limitation periods may not be erasable)
• Restrict or object to processing
• Data portability — receive a copy of your data in a portable format
• Withdraw consent for any processing based on consent
• Lodge a complaint with the ICO (see Section 9)

You can download a copy of your personal data at any time from your account settings — choose Download my data for a readable PDF. To exercise any other right, contact info@thinktribal.com. We respond within one month, in line with UK GDPR.

We use strictly necessary cookies to maintain your session. We also set non-essential cookies only with your consent. You can withdraw consent at any time by clicking "Decline" in the cookie banner or clearing your browser's localStorage.

You have the right to complain to us about how we handle your personal data. To make a complaint, email info@thinktribal.com, or write to us at ThinkTribal Ltd, AvenueHQ, 10-12 East Parade, Leeds, LS1 2BH. We accept a complaint however you send it. We will acknowledge it within 30 days, look into it without undue delay, keep you informed of progress, and tell you the outcome.

ThinkTribal Ltd's ICO registration reference is ZB011235. You also have the right to complain to the Information Commissioner's Office (ICO).