What we do with the information you give us when you contact us about your home, why we need it, how long we keep it and what you can ask us to do with it.
The Claims People is a trading name of Zen Law Limited. We are the data controller for the information described in this policy, which means we decide why and how it is used.
We are registered with the Information Commissioner's Office under registration reference Z3282276.
If you want to talk to someone about your information, ask for our Data Protection Compliance Officer. Email support@theclaimspeople.co.uk or call 0161 826 1126.
This policy applies to this website and to anything you send us about a housing disrepair enquiry or claim. It is written under the UK General Data Protection Regulation and the Data Protection Act 2018.
Your name, phone number, email address and the address of the property
Who your landlord is and how long you have lived there
What is wrong with the property, when you reported it and what happened next
Photos, videos, letters, emails and repair records you send us as evidence
Details of anyone else living in the home, including children, where that is relevant to the claim
Housing disrepair claims often involve health. If you tell us that damp, mould or cold has affected you or your family, or you send us medical records, that is special category data and the law gives it extra protection. We only collect it where it matters to your claim, and we handle it on the basis set out below.
Your IP address, browser and device type
Which pages you looked at and how you arrived at the site
Our cookie policy explains this part in full and tells you how to turn it off.
What we do | Our lawful basis |
|---|---|
Look at your enquiry and tell you whether we can help | Steps taken at your request before entering into a contract |
Run your claim once we are acting for you | Performance of our contract with you |
Use health information and medical records in your claim | Establishing, exercising or defending legal claims, under Article 9(2)(f) of the UK GDPR |
Keep records, run checks and meet our regulatory duties | Legal obligation |
Improve the website and understand what visitors find useful | Our legitimate interests in running and improving our service |
Set non essential cookies | Your consent, which you can withdraw at any time |
We do not sell your information and we do not pass it to anyone for their own marketing. We share it only where we need to:
The solicitor and legal team working on your claim
Surveyors and medical experts instructed on your case
Your landlord and their solicitors, as part of running the claim
Courts and tribunals where proceedings are issued
Our IT, case management and communications suppliers, who act on our instructions only
Our insurers, auditors and regulators
Anyone else where the law requires it
If you enquire and we do not go on to act for you, we keep what you sent for a short period so we have a record of the advice we gave, and then delete it.
If we act for you, we keep your file after the matter closes. Solicitors are expected to keep files for at least six years, because that is how long a claim can be brought against the firm and how long we may need the file to defend one or to meet a regulatory request. We do not keep anything for longer than we need it.
Your information is normally held in the United Kingdom. If a supplier we use stores it outside the UK, we make sure there are approved safeguards in place, such as the UK International Data Transfer Agreement or an adequacy decision.
We use technical and organisational measures to protect your information, including access controls, encryption in transit and staff training. No system is completely secure, so we cannot promise that information sent over the internet can never be intercepted, but we take it seriously and we will tell you and the regulator if something goes wrong and the law requires it.
Under data protection law you can ask us to:
Give you a copy of the information we hold about you
Correct anything that is wrong or incomplete
Delete information where we no longer have a reason to keep it
Restrict what we do with it while a question about it is sorted out
Object to us using it where we rely on our legitimate interests
Send certain information to another organisation, or receive it in a portable format
Withdraw consent where we relied on your consent
Some of these rights do not apply in every situation. For example, we cannot always delete a live claim file, because we need it to run your case and to meet our regulatory duties. If we cannot do what you have asked, we will tell you why.
To use any of these rights, email support@theclaimspeople.co.uk. We will normally reply within one month. There is no charge.
The form on this site asks a few questions to work out whether your situation is the kind of case we handle. It does not decide whether you have a claim. A person always reviews your enquiry before we tell you anything about it.
We contact you about your enquiry or your claim because you asked us to. We will not add you to a marketing list without asking, and every marketing message we send will have a way to stop them. You can also tell us to stop at any time by replying or emailing us.
We review this page when the way we handle information changes. The version on this page is the one that applies.
Please tell us first, using our complaints procedure, so we have a chance to put it right.
You also have the right to complain to the Information Commissioner's Office, the UK regulator for data protection. You can reach them on 0303 123 1113 or at ico.org.uk. Complaining to us first does not stop you going to them.
Last updated: 16 September 2026.