Our Policies:

Terms and Conditions

Terms and Conditions

1. Introduction

Welcome to the Everstone Residential website. By accessing and using our website, you agree to comply with and be bound by the following terms and conditions. If you disagree with any part of these terms, please refrain from using our website.

2. Definitions

• "Everstone Residential", "we", "us", or "our" refers to Everstone Residential, the owner and operator of this website.
• "You" or "your" refers to the user or viewer of our website.
• "Website" refers to www.everstoneresidential.com and all associated pages.

3. Use of the Website

You agree to use our website only for lawful purposes and in a manner that does not infringe the rights of, restrict, or inhibit anyone else's use of the website. Prohibited behaviour includes:

• Using the website in any way that causes, or may cause, damage to the website or impairment of the availability or accessibility of the website.
• Using the website in any way which is unlawful, illegal, fraudulent, or harmful.
• Using the website to transmit or send unsolicited commercial communications.

4. Intellectual Property Rights

All content on this website, including text, graphics, logos, images, and software, is the property of Everstone Residential or its content suppliers and is protected by applicable intellectual property laws. You may not reproduce, duplicate, copy, sell, resell, or exploit any portion of the website without express written permission from us.

5. Website Content

The content on our website is for general information purposes only and is subject to change without notice. While we strive to keep the information up to date and correct, we make no warranties or representations of any kind about the completeness, accuracy, reliability, suitability, or availability of the website content.

6. Limitation of Liability

Everstone Residential will not be liable for any loss or damage, including indirect or consequential loss or damage, arising from the use of or reliance on information provided on this website.

7. Links to Other Websites

Our website may contain links to external websites. These links are provided for your convenience to provide further information. We have no control over the content of those sites and accept no responsibility for them or for any loss or damage that may arise from your use of them.

8. Privacy and Cookies

Your use of our website is also governed by our Privacy Policy and Cookie Policy, which outline how we collect, use, and protect your personal information. By using our website, you consent to the processing of your data as described in these policies.

9. Changes to the Terms

We reserve the right to revise these terms and conditions at any time by updating this page. Please check this page periodically to ensure you are aware of any changes.

10. Governing Law

These terms and conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

11. Contact Information

If you have any questions about these terms and conditions, please contact us at:

Everstone Residential

Email: EverstoneResidential@outlook.com

Cookie Policy

At Everstone Residential, we use small text files known as ‘cookies’ to enhance your experience and gather information on how you interact with our website. These cookies do not identify you personally. By continuing to use our website, you are consenting to our use of cookies, unless you choose to disable them in your browser settings.

How We Use Cookies on the Everstone Residential Website
While the cookies we use are not essential for the core functionality of the website, disabling them may impact your browsing experience. We use cookies for the following purposes:

1. Understanding Website Usage (Google Analytics)
We use Google Analytics to collect anonymous data about how visitors use our site. This helps us understand user behaviour, improve website performance, and ensure we’re meeting the needs of our residents, applicants, and visitors.

2. Remembering Your Visits
To improve your experience, we use cookies to remember if you’ve visited our site before. For example, once you’ve seen an announcement or message, we can ensure it doesn’t appear again unnecessarily.
Additionally, if you’ve searched for or viewed a particular property or page, cookies help us tailor future visits with more relevant information.

3. Social Media Features
Our website may enable you to use social media sharing or bookmarking tools. These functions rely on third-party cookies set by those social platforms.

4. Supporting Your Enquiries
When you contact us via the website or express interest in any of our services, we may collect basic information to assist with your request. This data is used to respond to your enquiry and, with your consent, may be used to follow up with relevant updates or information.

We are committed to maintaining your privacy and ensuring your data is handled responsibly. For more information about how we collect and manage your data, please refer to our [Privacy Policy].

Privacy Policy

How we use your personal information 

The privacy and security of your personal information are extremely important to us at Everstone Residential. 

Your contact with us generates records, including some personal information that is subject to data protection legislation. This privacy notice explains how and why we use your personal data, to help you stay informed and confident about giving us your information. We will never sell your personal data, and we will only share it with organizations we work with when it is appropriate and when the privacy and security of your data are assured. 

We will keep this privacy notice updated to show you all the things we do with your personal data. We will notify you about any key changes that affect you. In certain circumstances, we may also provide an extra privacy notice, which will always refer back to this full notice. 

Overview 

This notice applies if you are a tenant, a customer, or use any of our services; if you visit our website, email, call, contact us via social media messages or in writing; or if you visit us in person. 

The type of information we collect depends on our needs. For example, if you simply contact us or visit us, we may only need limited information (e.g., your name and contact details). If you are one of our customers, we may need a variety of information to ensure that we provide you with appropriate housing, comply with the terms of your tenancy agreement, or provide or refer you to support services. This may include your contact details, financial information (including any benefits you receive), and mental or physical health information (including whether you have any disabilities). We may also need to collect certain information to meet our statutory obligations. 

We ensure that the information we hold about you is used only for the purpose it was obtained and is kept only for as long as necessary to provide you with services, manage your tenancy, or comply with statutory or regulatory obligations. We may need to share some information with third parties—for example, local authorities, benefits departments, our repairs and maintenance contractors, social services, other social landlords, government departments, or the emergency services—where necessary. 

You also have various rights in relation to your personal data, including the right to see copies of any personal data we hold about you, or to lodge a complaint with the Information Commissioner’s Office (ICO). 

If you have any queries about this notice, please contact us using the details in the Contacting us section below. 

Who are ‘we’? 

In this notice, whenever you see the words “we,” “us,” “our,” or “Everstone Residential”, it refers to Everstone Residential. 

• Our ICO registration number is ZB881412. 

As a social housing provider, our usual activities include: 

1. Providing social and other types of housing. 
2. Property and grounds maintenance and repair. 
3. Managing your housing, tenancy/lease, and account as your support provider. 

Contacting us 

If you have any questions about this document or how we use your personal data, please contact us at: 

• https://www.everstoneresidential.com/
• Everstoneresidential@outlook.com

Who the personal information relates to 

We collect and hold personal information about: 

• Customers – Current, former, and potential customers who live in our properties or use our support and other services, including members of their families and people associated with them. 
• Visitors – Visitors to our website and our offices, anyone who emails, calls, messages us via social media, or writes to us, including anyone who makes a complaint or enquiry. 

How we collect personal information 

We collect information in a variety of ways: 

• You can give us personal data by filling in forms (e.g., tenancy sign-up), by registering on our customer portal, by subscribing to take part in research on our website or via social media, or by corresponding with us (phone, email, etc.). 
• We collect information through our ongoing contact and correspondence with you, including from third-party support agencies or individuals (e.g., family, friends, neighbours). 
• We record incoming and outgoing calls in our Contact Centre, including calls transferred to an internal line. 
• Some offices and properties have CCTV in public areas. 
• If you provide personal information about family members or others, we assume you have their knowledge and consent. 
• It is important that you notify us of any changes to your personal information so our records remain accurate. 

We may monitor, record, store, and use any telephone calls, CCTV recordings, emails, or other communication (e.g., our customer portal) to verify instructions, for training, or to improve customer service. We retain these only in line with our Data Retention Schedule. 

What information we hold (customers) 

When you apply to become an Everstone Residential service user, we obtain information to determine your housing needs. 

You provide information through your application form. We may also use information from third parties—for example, other landlords, mortgage lenders, the Police, the Probation Service, support workers, social workers, mental health workers, and credit reference agencies—where appropriate, to help us assess your application. 

Typically, we require the following information from tenants: 

• Full name, including proof of identity/photo ID 
• Date of birth
• National Insurance number 
• Contact details (telephone, email, or address) 
• Details of anyone authorized to act on your behalf (if applicable) 
• Personal details of all household residents 
• Banking or payment card details (if you make payments to us) 
• Benefit and Council Tax information 
• Proof of housing eligibility 
• Other personal information if needed (e.g., for investigating breaches of tenancy, anti-social behaviour, or suspected fraud)

We may also need additional information regarding: 

• Disabilities or vulnerabilities – To tailor our service to your needs or for staff safeguarding. 
• Health information – If required to support funding for property adaptations. 
• Financial information – To help with arrears, budgeting, benefits, or debt advice. 
• Identification – Photo ID, bank statements, payslips, or income details for a house sale or purchase. 

We record any contact you have with us and note any action taken (e.g., repairs, feedback from contractors) so we have a record of our interactions. 

What information we hold (visitors) 

We keep a record of your contact with us—whether by phone, email, in writing, or in person—including CCTV images, call recordings, and notes of actions taken. 

For website visitors, we automatically collect: 

• Technical information: IP address, browser type/version, time zone setting, plug-in types/versions, operating system/platform, and your unique phone identifier if using a mobile device. 
• Information about your visit: URLs clicked, date/time of visits, page response times, download errors, length of visits, page interaction information (e.g., scrolling, clicks, mouse-overs), methods used to browse away from pages, any phone number used to call us and search terms used.

Some services on our website (such as a customer portal) may not be available until you register an account. Please also refer to our Website Terms and Conditions and Cookie Policy.

CCTV and photographs 

Some of our locations and offices have CCTV, and you may be recorded when visiting. CCTV is used for security and to protect visitors and communities. Footage is viewed only when necessary (e.g., to detect or prevent crime) and stored for a set time before being overwritten. Everstone Residential complies with the ICO’s CCTV Code of Practice, and we post notices where CCTV is used. 

We may take photographs at events, properties, or within communities for general marketing and publicity. Photographs of identifiable individuals will only be used with your explicit consent, which is managed by our Communications Team. 

How we use your information 

We collect and use your personal data so we can deliver services or handle your requests. What we do with it depends on our relationship with you and your interactions with our services, website, and portals.

1. We may use your personal information for the following purposes:

• To manage and fulfil any agreements we have with you, such as:
  • Processing rental applications
  • Managing tenancy details (rent, service charges, maintenance, repairs, and adaptations)
  • Ensuring we meet our contractual obligations
• To offer home ownership products
• To provide care and support to elderly and vulnerable customers

2. Provide you with services and benefits in our legitimate interests, including: 

• Offering help with debts and benefits advice
• Assisting with charges, payments, and arrears, including online portals
• Providing support services to help customers achieve personal goals 
• Keeping in touch to understand your needs/preferences and invite you to events 
• Providing information on home contents insurance schemes 
• Collecting feedback to improve our products/services 

3. Comply with legal and regulatory obligations or act in the public interest, such as: 

Under data protection legislation, certain personal information is considered “special category” (e.g., health or biometric data, racial/ethnic origin, sexual orientation, religious or political beliefs, trade union membership, or criminal convictions). We minimise using this data, but we may process it if necessary (e.g., to provide housing for disabled individuals, resolve criminal activity, or provide social care). Usually, this is to fulfil legal obligations, act in the substantial public interest, or protect your vital interests. If we rely on your consent, we will clearly notify you. 

Sharing your information 

We keep your personal information secure and confidential, with access granted to staff on a “need to know” basis. 

We may share information with: 

• Repairs and maintenance contractors 
• Third-party IT or hosting providers 
• Local Authorities, Social Services, Police, and other social landlords 
• Regulators, funders, or potential purchasers of our business
• Emergency services 

We may also share relevant information when required by law or if it is in your or the public’s interest (e.g., to keep customers or staff safe). 

Specific examples include: 

• Current/forwarding addresses shared with utility companies or Council Tax offices 
• Defaults on tenancy/licence conditions shared with authorized debt recovery agencies (could affect future applications for tenancies or credit) 
• Financial/rent payment details shared with debt advice agencies, welfare rights advisors, or local authorities 
• Rent payment records shared with credit reference agencies 
• Contact information shared with a third party for surveys/research on our behalf (they will securely destroy your data afterwards, and you can opt out) 
• National Insurance number shared to verify benefit applications or prevent fraud 

We do not sell or share your personal information with third parties for marketing. When we allow third parties to process information on our behalf, we remain in control of what they see, how long they see it, and what they can do with it.

How we secure your data 

Data security is paramount. We have robust processes for assessing, managing, and protecting our systems, following a “defence in-depth” model (multiple layers of security). 

Your personal information is stored in secure systems with regular backups for purposes such as testing and recovery. All employees are trained on data protection practices to ensure your information is handled securely.

Everstone Residential is based in the UK, and we store most of our data within the European Union (EU). If a service provider transfers data outside the EEA, we ensure it is adequately protected. 

How long do we keep your information? 

We only store your information as long as needed for the purpose collected, or to meet legal, regulatory, or dispute-resolution requirements.

Your rights 

You have certain rights regarding your personal data, which may include the right (in specific circumstances) to: 

• Access the information we hold about you 
• Rectify inaccurate or incomplete data 
• Request deletion of personal data (unless we must retain it for legal reasons) 
• Restrict how we use your data (though sometimes we cannot restrict legally required uses) 
• Object to certain uses of your information 
• Not be subject to decisions made solely by automated means without human involvement, where it produces a legal or similarly significant effect 
• Request transfer of your information to a new landlord or third party 

For more details, visit: Information Commissioner’s Office – Your Rights 

If you’d like to exercise any of these rights, please contact us at Everstoneresidential@outlook.com.

Consent 

Sometimes we process your data for specific purposes based on your consent, which we will request in writing. If we rely on consent, you may withdraw it at any time—though doing 

so may affect services we can provide, and we will explain any such impact in the consent form. Please contact us with any questions. 

Complaints or concerns 

If you have concerns about how we use your personal data or about anything in this notice, please contact us so we can address them: 

• Email: Everstoneresidential@outlook.com 

Changes to our privacy notice 

This privacy notice was last updated on 01/04/25. We review it regularly to reflect any changes in our practices or in data protection legislation. We suggest you revisit this notice from time to time to remain informed of how we protect your information.