The Metra Living logo.

Privacy Policy

L&Q PRS Co Ltd.
29 West Ham Lane, London, E15 4PH
Registered in England & Wales 09293606

Privacy Notice

Resident Services Portal 

WHO WE ARE

Metra Living is the trading name of L&Q PRS Co Ltd, part of the L&Q Group. Metra Living is committed to protecting and respecting the personal data that we hold. This Privacy Notice describes why and how we collect and use personal data and provides information about individuals’ rights. It applies to personal data provided to us, both by individuals themselves and by others. We may use personal data provided to us for the purposes described in this Privacy Notice or as made clear prior to collecting personal data.

WHAT IS PERSONAL DATA

Personal data

In this Privacy Notice, the term “personal data”, means information relating that allows us to identify you either directly, or in combination with other information we hold.

Special Category Personal Data

The UK GDPR defines special category personal data as information about a person's race and ethnicity, religious or philosophical beliefs, trade union memberships, political opinions, genetic data, biometric and health data, and information concerning a natural person's sex life or sexual orientation.

Criminal Offence data

Criminal offence data is data relating to criminal convictions and allegations of criminal activity. This includes information disclosed by the Disclosure and Barring Service (DBS) under the Government’s employment vetting scheme.

TYPES OF PERSONAL DATA WE PROCESS

The personal data we process is provided either directly from you or from a third party acting on your behalf. Where we receive your personal data from a third party, we may make you aware the details of the third-party that provided your information to us. Where necessary, we will draw your attention to this Privacy Notice.

The administrative, maintenance and support services provided to our tenants are delivered by either our own staff or by other sub-contractors or contracted tradespeople. To fulfil our commitments to our tenants and discharge our lawful obligations, the scope of the personal data we process will depend on the service(s) required by the tenant. For instance, we may process your contact details and share relevant information about your specific disabilities i.e. limited access, impaired vision other health issues etc. where relevant to the service you require.

We encourage our residents to use the online Resident Services Portal, as a quick, convenient and easy way to report any problems, concerns or issues you may be experiencing with your property. You can access the portal via your laptop or mobile device, or via an app (optional) on your mobile phone to view work orders, cleaning schedules and other information relevant to your specific property.

No new personal data is processed through the portal and its use is optional as you can contact us using any of the methods shown below in the ‘How do I contact you?’ section.

We request you only provide the personal data required for us to fulfil our contractual obligations when we engage with sub-contractors or external tradespeople.

We collect and process personal data about our suppliers, sub-contractors, and contracted tradespeople. This data is held to manage our contractual relationships in regard to providing professional services to our tenants.

Cookies and Similar Technologies

We use cookies and other tracking technologies to optimise our website and help us deliver relevant and interesting content in our communications. We do this by placing a “Cookie” or text similar file on your computer that collects standard log information for example your IP address and details on user behaviour such as any search criteria you entered, the web pages you visited and other technical information.

This means when you visit our website, we collect the type of internet browser and computer operating system you are using and the domain name of the website from which you linked to our site. Also, when you view our web pages, we may collect technical information that helps us to identify the pages you found useful thus enabling us to provide you with a better website.

Most internet browsers automatically accept cookies, but if you prefer, you can modify your settings to erase Cookies from your computer’s hard drive, block all Cookies or receive a warning before a Cookie is stored. However, if you do this you may not be able to use the full functionality of the websites you visit.

We also collect information for security and fraud detection purposes.

Profiling

We may us the information we collect, including information about your previous visits, to profile you and to find out more about you but in the least intrusive way. For instance, we may use the information we collect to display interesting content to you when you visit our site based on the pages you visited when you previously visited our website.

Further information about our use of cookies and similar technologies can be found in our Cookie Policy

Third Party Cookies

You may notice that on some of our web pages, Cookies have been set that are not related to Metra Living. For example, when you visit a page with content embedded from third-parties such as YouTube or Facebook, these service providers may set their own Cookies on your device. These Cookies are likely to be analytical/performance Cookies or targeting Cookies.

Metra Living does not control the use of these third-party Cookies and cannot access them due to the way that Cookies work, insofar as Cookies can only be accessed by the party that originally set them. Please check third-party websites for more information about their use of Cookies and similar technologies.

Links to third party websites

Our website connects you to the websites of our partner networks and affiliates. Please note that if you follow any of these links, you have left our website and you should read the privacy policies of our partner networks and affiliates before submitting any personal data to these websites. We do not accept any responsibility or liability for to understand what they do with your information.

People who contact us

Personal data may be collected when individuals fill in forms on our websites or by corresponding with us by phone, e-mail or otherwise. If you require ongoing support or advice, we will process your personal data for this purpose. 

WHY WE PROCESS PERSONAL DATA AND THE LAWFUL BASIS?

We process your personal data for many reasons, including but not limited to:

OUR LAWFUL BASIS FOR PROCESSING YOUR PERSONAL DATA

The lawful bases for processing are set out in Article 6 of the UK GDPR. At least one of these must apply whenever personal data is to be processed:

  1. Consent: we collect and process your data with your consent. This may include when you agree to receive an email about ways you can support us or to receive information about us or our facilities.
  2. Contract performance: the processing is necessary for the performance of a contract you have with us, which had asked you to take specific steps before entering into a contract.
  3. Compliance with legal obligation: the processing is necessary for us to comply with the law for tax, social security, and employment purposes. This will include sharing with law enforcement agencies details of people involved in fraud or other criminal activity affecting The Institute of Our Lady of Mercy.
  4. Protection of vital interests: the processing is vital to an individual's survival.
  5. Public interest: the processing is necessary to perform a task that is in the public interest or for its official functions, and the task or function has a clear basis in law.
  6. Legitimate interests: the processing is necessary for our legitimate interests, or the legitimate interests of a third-party, unless there is a good reason to protect the individual’s personal data that overrides those legitimate interests. 

How long will we hold your personal Data?

Typically, we retain your personal data in a live environment for 7 years or for as long as necessary to fulfil the purpose(s) for which it was collected, including as required by applicable laws or regulations. For instance, we are required to keep details of financial transactions for seven years to meet accountancy and HMRC requirements.

Where there is a need to retain your personal data for longer i.e. to establish, exercise, or defend yours or our legal rights, your personal data is securely archived and appropriate safeguards applied i.e. restricted access.

Should it be necessary to retain information after the seven year period has elapsed, we will anonymise or delete your personal data. Similarly, we may delete your personal data if we have not had any contact or communication with you over a applicable period (determined by the purpose for which your personal data is held).

If we anonymise your personal data (so that you can no longer be identified) we may use this information i.e. for research and analysis purposes without your permission.

Our record retention schedule takes account of our legal and accounting obligations, balancing these with what would be considered reasonable by the people whose data we hold.

SHARING PERSONAL DATA

We will only share personal data with others when we are legally permitted to do so. When we share data with others, we put arrangements in place (i.e. a contract or a data sharing agreement) to protect the data and to comply with our data protection, confidentiality and security standards. 

We may disclose your personal information to third parties if we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or enforce or apply any agreements, or protect the rights, property, or safety of the organisation, or other individuals.

Occasionally, we may receive requests from third parties with authority to obtain the disclosure of personal data, such as to check that we are complying with applicable laws and regulations, to investigate an alleged crime, to establish, exercise or defend legal rights. We will only fulfil requests for the disclosure of personal data where we are permitted to do so in accordance with applicable laws or regulations.

This includes exchanging information with other companies and organisations for safeguarding purposes and sharing your personal data under reciprocal agreements with organisations that provide education or professional development services.

PROCESSORS

Your personal data will only be disclosed to data processors to the extent necessary for the data processor to provide the service(s) we require i.e. email, system administration, document management, electronic storage etc.

Data processing contracts and data sharing agreements prohibit data processors from doing anything with your personal data that we have not instructed them to do.

LOCATIONS OF PROCESSING

Where possible, your personal data is processed within the UK. In some cases, your personal data may be transferred out of the UK, and should that become necessary, we will comply with relevant legislative requirements and take all reasonable steps to ensure the safety and security of your personal data.

Transfers of personal data outside of the European Economic Area (EEA), to a country that has not been granted a finding of adequacy by the European Commission (EC), will be carried out using ‘appropriate safeguards’ i.e. Binding Corporate Rules (BCR), EU Standard Contractual Clauses (SCC) (also known as Model Contract Clauses) with a UK Addendum, or an International Data Transfer Agreement (IDTA) or in accordance with any approved Codes of Conduct. Alternatively, we will seek your consent, on a case-by -case basis, where appropriate to do so.

Security of your personal data

We take the security of your personal data very seriously. Accordingly, we have implemented appropriate technical and organisational measures to protect your personal data against unauthorised or unlawful processing and against accidental loss, destruction, or damage. These measures include having clear internal policies and procedures and maintaining the physical security to our premises and IT security technologies to prevent the unauthorised access, damage, and loss of your data.

Additionally, we have put in place appropriate security procedures and access controls to ensure the confidentiality of the special category personal data that we process. For instance, information relating to the religious beliefs of our residents.

The transmission of information via the Internet is not completely secure, and while we will do our best to protect your personal data, we cannot guarantee the security of any personal data transmitted to our site; any such transmission is at your own risk.

What at are my data subject rights?

We support your data subject rights in relation to the processing of your personal data under the Data Protection Act 2018 and UK GDPR, including your:

You can exercise any of these rights, including your right to request a copy of the information that Metra Living holds about you (otherwise referred to as a Subject Access Request (SAR)), by contacting us using any of the methods shown below in the ‘How do I contact you?’ section. We will respond to your request as quickly as possible. Usually, this will be within one month of receiving your request.

To protect the confidentiality of your information and the interests of Metra Living, we may ask you to verify your identity before proceeding with any request for information. If you have authorised a third party to submit a request on your behalf, we will ask them to prove they have permission to make such a request on your behalf.

Updating my information

You may choose to correct, update, or delete your personal data by contacting us using any of the methods shown below in the ‘How do I contact you?’ section.

If you have opted-in to receiving communications form us, your preferences will remain in effect until you tell us that you want to opt-out of receiving further communications.

You can change your mind at any time by contacting us using any of the methods shown below in the ‘How do I contact you?’ section.

Withdrawing my consent

Where we process your information based on your consent, you may withdraw your consent at any time. You can do this by contacting us using any of the methods shown below in the ‘How do I contact you?’ section.

Making a complaint to us

We hope you’ll never have the need to do so, but if you do want to complain about our use of your personal data, or our facilitation of your data subject rights requests, you can contact us using any of the methods shown below in the ‘How do I contact you?’ section.

Our Data Protection Officer will investigate your complaint and provide you with an appropriate response as quickly as possible. 

Making a complaint to the Information Commissioner

You can lodge a complaint with the Information Commissioner at any time. For instance, if you are unhappy with the way in which we are processing your information, or we have failed to facilitate your data subject rights.

The Information Commissioner can be contacted as follows:

By post:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

By phone: 0844 496 4636 (local rate)

Further information can be found here: ICO Make a Complaint

How do I contact you?

You may contact us using any of the following methods:

By post:

Data Protection Officer
Metra Living
29-35 West Ham Lane
Stratford
London
E15 4PH

By email: info@metraliving.co.uk

Changes to this Privacy Notice

We routinely review our Privacy Notices to ensure they accurately reflect what we do with your personal information. This Privacy Notice was last updated in February 2025.

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