Whitevale / Website information

Privacy notice

Published 20th October 2026.

Who we are and how to contact us

Whitevale Management is a trading name of Whitevale Management Limited, company number 16848863. Our registered office is 105 High Street, Brentwood, England, CM14 4RR. We are responsible for deciding how information is used for the website and enquiry activities described here.

For privacy enquiries, requests or complaints, email info@whitevale.co.uk, telephone 020 8087 4855, or write to our registered office marked “Privacy”.

What this notice covers

This notice covers website visitors, people contacting us, existing-client requests submitted through the website, suggestions for our questions and answers, and responses submitted through our protected building pages. It is not a complete description of every activity involved in managing a building. Where we are appointed, additional building or service-specific privacy information explains the relevant arrangements, including whether Whitevale or the appointing organisation is responsible for particular records.

Information we receive

• Contact and enquiry details, such as your name, email address, telephone number, preferred reply method, building address, connection to the building and message.
• Information you choose to provide through guided forms, such as the stage of an RTM enquiry or a service charge amount, payment frequency and period.
• Our replies, delivery records, enquiry references, handling status and relevant follow-up notes.
• For suggested public questions, your chosen nickname, topic, publication permission and the versions approved for publication.
• For protected building responses, the contact, flat/property and response details requested by the particular form, together with submission time, IP address, browser information and security checks.
• Technical information associated with website requests, security and troubleshooting. This can include IP addresses, request times, browser details and requested pages in hosting or security logs. Our main enquiry handler also uses a limited security identifier to restrict repeated submissions.

We usually receive enquiry information directly from you. A message may also contain information about another person supplied by a leaseholder, resident, director or other correspondent. Where we need to contact that person or use their information beyond dealing with the message, we consider what further privacy information must be provided.

Please provide only information relevant to the enquiry. Do not send passwords, bank details, medical records or other sensitive documents through an initial website form. If further information is necessary, we can discuss a suitable way to supply it.

Why we use information

• Answering enquiries and assessing requests. We rely on our legitimate interests in communicating with people, understanding building issues and keeping a useful record. Where you ask us to take steps towards a contract with you personally, we may instead rely on those pre-contractual steps. A leaseholder contacting us about a company-appointed service is not automatically personally a party to that contract.
• Handling existing-client and building requests. We use relevant information to route and follow up requests. Depending on the activity, this is based on legitimate interests in providing and administering the service, a contract with you where applicable, or a specific legal obligation. A building-specific notice explains additional processing outside the website enquiry.
• Protecting the website and maintaining delivery records. Our legitimate interests are preventing abuse, maintaining security, investigating faults and establishing whether messages were processed. Where a particular legal obligation applies, we rely on that obligation for the processing it requires.
• Publishing a suggested question. We rely on your consent for publishing the approved question and answer with the agreed nickname. You can withdraw that consent by contacting us with your reference. This does not affect lawful use before withdrawal. A private message does not give us publication permission.
• Handling legal matters and rights requests. We use information as needed to meet applicable legal obligations and, where appropriate, our legitimate interests in establishing or defending legal claims.

These purposes do not authorise us to use sensitive information indiscriminately. If a matter requires special-category information, we identify an appropriate additional legal condition and explain the relevant arrangements.

Who can receive information

Access is limited to people who need information for the relevant purpose. Relevant records may also be accessed by authorised technical support providers acting for us.

To deal with an existing-client or building matter, relevant details may need to be shared with the appointing organisation, an appropriate contractor, insurer or professional adviser. We consider what is necessary for the task and explain building-specific arrangements where required. We may also disclose information where the law requires it or where necessary to establish or defend a legal claim.

A public question is visible to website visitors and may be indexed by search engines. Only the edited version and approved nickname are intended for publication. We do not publish your private email address or original enquiry record. Copies made by independent third parties may persist after we remove an item from our website.

How long we keep information

We retain information for the purpose it serves, rather than keeping every enquiry indefinitely. For closed enquiries that do not become instructions, our normal period is 12 months after the matter is resolved or the last meaningful contact, whichever is later. Irrelevant duplicates or unsolicited spam can be removed sooner.

If an enquiry becomes an instruction or forms part of a building, complaint or legal matter, the necessary information becomes part of that matter’s record and follows the relevant retention arrangements. We assess those records separately, taking account of the nature of the work, legal and contractual requirements, insurance requirements, handover needs and any ongoing claim or dispute.

We review public questions while they remain useful and remove publication when appropriate, including following withdrawal of publication consent. We retain only proportionate evidence of permission and handling where there is a justified need. Email copies, delivery records, security logs and backups have their own purposes and review periods. Deleting a website enquiry does not automatically delete every mailbox or provider copy.

Records subject to an unresolved complaint, legal hold or rights request are reviewed before deletion. Backup copies are removed through the applicable backup cycle. Where a backup is restored, relevant deletion decisions must be reapplied before restored information is used.

Your choices and rights

You can ask us for access to your personal information, correction, erasure or restriction of its use. Data portability applies in the circumstances provided by law. These rights have conditions and exceptions, so a request does not always require immediate deletion of every record. We may need proportionate information to verify your identity.

Your right to object: you can object to processing based on legitimate interests, for reasons relating to your situation. Contact us using the details above and explain the processing concerned. We will consider the request and explain our response.

Where we rely on consent, you can withdraw it by contacting us. Sending an enquiry does not subscribe you to marketing. We do not use the website enquiry process to make solely automated decisions with legal or similarly significant effects about you.

Form fields marked as required help us identify and answer the request. You do not have to submit a website enquiry, but without the necessary contact or building details we may be unable to respond or deal with the matter.

Cookies and website functions

Read our cookie information for details of browser storage and controls.

Concerns and changes

Please contact us if you have a concern about our use of your information. You can also complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint/. You do not have to complain to us first.

We review this notice when our activities or providers change. Material changes will be explained in an appropriate way. The date at the top shows when this version was last updated.