1. Who we are
PropServ is a trading name of PROPFEES LTD, a company registered in England and Wales (company number 15310418). Our registered office is 249 Cranbrook Road, Ilford, IG1 4TG, England. We are registered with the Information Commissioner's Office (ICO) under number ZB761767.
In this policy, "PropServ", "we", "us" and "our" mean PROPFEES LTD. For privacy questions or to exercise your rights, email info@propserv.co or write to us at the address above.
Controller or processor. We are the controller of personal data for our own accounts, our website and app, billing, contractor profiles and marketing. When an estate agency or landlord uses PropServ to manage its properties and tenants, the agency is usually the controller of its tenant and property data, and we process it on the agency's behalf under a data processing agreement. If you are a tenant, the agency's own privacy notice also applies, and some requests are best sent to the agency. If you send them to us, we will pass them on.
2. Who this policy covers
This policy covers everyone whose personal data we handle through propserv.co, the PropServ web app, the PropServ mobile app on iOS and Android, our phone and WhatsApp reporting lines, and our integrations:
- Estate agents and agency staff, who raise work requests and manage properties
- Contractors and tradespeople, who quote for, carry out and invoice for jobs
- Tenants and clients, including movers, who report problems and talk to their agency and contractors
- Landlords, who view and approve work on their properties
- Website visitors, prospective customers and people who contact our sales team
3. Information we collect
What we collect depends on how you use PropServ. Some comes from you, some is created as you use the service, and some comes from your agency or the property software it uses.
| Who | What we collect |
|---|---|
| Everyone with an account | Name, email address, phone and mobile numbers, password (stored as a hash), sign-in method, two-factor codes, notification preferences, and records of when you accepted our terms and gave consent |
| Estate agents | Company name, billing email, phone, website and logo, staff contacts, out-of-hours contacts, properties managed, and payment and subscription details handled by Stripe |
| Contractors | Business profile (bio, trade, team size, years trading, photos of past work), coverage area (postcode and radius), insurance and certification documents, quotes, invoices, bank details for payouts (account name, sort code, account number) and Stripe Connect account information |
| Tenants and clients | The property you live in or are moving to, tenancy dates, rent and deposit amounts where your agency provides them, and reports you raise, with their photos, videos and voice notes |
| Landlords | Properties you own, the work you approve, and your notification preferences |
| Sales and website enquiries | Name, email, phone, company and what you tell us |
Communications. We keep messages sent through PropServ: in-app chat between agents, contractors and tenants, SMS and WhatsApp messages, and emails we send. When you call our phone reporting line, we record the caller and called numbers, the call's length and a transcript of the call.
Collected automatically. When you use PropServ we log your IP address, browser or device type, the pages and features you use, when you were last active, and technical error reports. The mobile app stores your sign-in token and a push notification token on your device. We do not track your device's location.
From others. Your estate agency or landlord may add your details, or import them from property software they use, such as Alto, Reapit, Street.co.uk, MRI, Apex27, SME Professional, InventoryBase, Fixflo and Propoly. These imports usually include names, email addresses, phone numbers, addresses, tenancies and repair jobs. We also receive payment status from Stripe and address data from Google.
4. How we use your information
We use personal data only where UK data protection law gives us a lawful basis. We do not sell your personal data.
| Purpose | Lawful basis |
|---|---|
| Create and run your account, sign you in and keep it secure | Contract |
| Pass reports and work requests between tenants, agents, landlords and contractors, and deliver messages, calls and notifications | Contract; legitimate interests (for tenants whose agency set up the service) |
| Match work requests to contractors who cover the area and trade | Contract; legitimate interests |
| Take subscription payments, pay contractors and issue invoices | Contract; legal obligation (tax and accounting records) |
| Check contractor insurance and certificates | Legitimate interests (a safe, trustworthy marketplace) |
| Triage, summarise and transcribe reports with AI (section 10) | Legitimate interests; contract |
| Find and fix errors, prevent fraud and abuse, and keep audit logs | Legitimate interests |
| Improve the service using aggregated usage data | Legitimate interests |
| Measure how our website is used, without cookies, before you make a cookie choice | Legitimate interests |
| Analytics cookies and session replays | Consent |
| Measure how the mobile app is used (you can turn this off in the app) | Legitimate interests |
| Send service updates and, where allowed, marketing about PropServ | Legitimate interests (existing customers, with an opt-out); consent where the law requires it |
| Comply with the law and respond to lawful requests | Legal obligation |
Where we rely on legitimate interests, we have weighed them against your rights. You can ask us for details of that assessment. Where we rely on consent, you can withdraw it at any time.
5. Who we share it with
Other PropServ users, as the job needs. A tenant's report and contact details go to their agency, and to the contractor assigned to the job so they can arrange access. Contractors' profiles, quotes and documents are visible to the agencies they work with. Landlords see work on their own properties.
Service providers who process data for us, under contracts that require them to protect it:
| Type of provider | What they do |
|---|---|
| Cloud hosting and storage providers | Hosting the website, app and database, storing files (documents, photos, chat attachments) and backups |
| Stripe | Subscription payments, contractor payouts, identity checks for payouts |
| Analytics providers (EU-hosted) | Website and app usage analytics |
| AI model providers | AI processing, including our voice and text agents on our reporting line (section 10) |
| Document and web-page reading service | Reading documents and web pages to pre-fill forms |
| Messaging and email providers | SMS, WhatsApp, phone calls and email |
| Mapping provider | Address lookup and maps |
| Real-time and push notification services | Live updates in the app and push notifications to the mobile app |
| Monitoring providers | Error and performance monitoring |
For a list of the specific providers we use, email info@propserv.co.
Property software your agency connects. When an agency links PropServ to software such as Alto, Reapit, Street.co.uk or MRI, we exchange data with it on the agency's instructions.
Others where required. We may share data with professional advisers, law enforcement or regulators when the law requires it. If PROPFEES LTD is sold or merges with another business, data may pass to the new owner under this policy.
6. International transfers
Some of our providers, including AI, messaging and hosting providers, process data outside the UK, mainly in the United States and the European Economic Area. When data leaves the UK, we rely on UK adequacy regulations, the UK-US Data Bridge, or the ICO's International Data Transfer Agreement or Addendum to the EU Standard Contractual Clauses. Contact us for a copy of the safeguards that apply.
7. How long we keep it
We keep personal data only as long as we need it for the purposes above. Where we process data for an agency, we follow the agency's instructions and delete or return the data when our contract with it ends.
| Data | How long |
|---|---|
| Account and profile data | While your account is open, then 2 years after it closes |
| Reports, work requests, chats and documents | 6 years after the job closes, or as the agency instructs |
| Call transcripts and voice notes | 2 years |
| Invoices, payments and tax records | 6 years from the end of the financial year (HMRC and Companies Act) |
| Detailed request logs | 14 days |
| Integration logs | 90 days |
| Agent assistant conversations | 90 days |
| Agent assistant memories | 12 months after they were last used; suggested memories you do not accept, 7 days |
| Backups | Daily backups for 23 days, then weekly for 8 weeks, then monthly for 4 months, then yearly for 2 years (about 2½ years in all) |
| Sales enquiries | 2 years after last contact, then anonymised |
We may keep data longer where we need it for a legal claim or a legal obligation.
8. The PropServ mobile app
The app asks for these permissions only when you use a feature that needs them. You can turn any of them off in your device settings.
| Permission | Why |
|---|---|
| Camera and photos | To attach photos and videos to reports, quotes and job completions |
| Notifications | To tell you about new jobs, messages and updates to your reports |
The app does not use your location and does not track you across other companies' apps or websites. We use crash reporting to find and fix problems in the app.
To diagnose problems, the app also records a replay of a sample of sessions, and of any session where an error occurs. Replays are a series of screenshots with all text and images masked, together with the taps and screens that led up to the problem. They are sent to our error monitoring provider and kept for up to 90 days.
The app records how its features are used, through an EU-hosted analytics provider, so we can improve PropServ. This is on by default. You can turn it off at any time with the "Share usage analytics" switch on your profile.
9. Cookies and similar technologies
Our website uses browser storage that is strictly necessary to keep you signed in and remember your settings. These need no consent.
Before you make a cookie choice, PostHog records the pages you visit and what you click, with page text masked. Nothing is stored on your device. The identifier for that visit is kept only in your browser's memory, and the events are sent to PostHog through our own website.
If you accept analytics cookies, PostHog uses cookies and local storage to recognise return visits. We also turn on Vercel Analytics and Speed Insights, which measure visits and page speed without cookies. Sentry records session replays of a sample of visits, and of visits where an error occurs, with text and inputs masked, so we can diagnose problems and improve the service.
If you reject analytics cookies, or later withdraw your consent, analytics capture in your browser stops and PostHog's cookies are removed. We still record some events on our own servers about how the service is used, such as when a job is created, to run and improve PropServ.
When you're signed in, we link usage analytics to your PropServ account. For agency and contractor staff, this includes your name, email address and company. You can change your choice at any time from the Cookie settings link in the website footer.
10. AI features
PropServ uses AI models to read and triage tenant reports, describe photos and videos (for example, to spot damp and mould), transcribe voice notes and calls, pull details out of documents, run our help and sales chat, and power our phone and WhatsApp reporting line.
To do this, we send the relevant content to AI model providers, some of them through a model routing service. The content can include report text, messages, photos, videos and audio. We use these providers on business terms and settings that do not allow them to train their models on your data.
AI suggestions, such as a report's urgency, help people at your agency decide what to do. A person makes decisions that significantly affect you. We do not use AI to make decisions with legal or similarly significant effects on you without human involvement.
11. Security
We protect personal data with encryption in transit (HTTPS), hashed passwords, optional two-factor authentication, role-based access controls, audit logs of changes and document access, and regular backups. No system is completely secure. If a breach puts your data at risk, we will tell you and the ICO as the law requires.
12. Your rights
Under UK data protection law you have the right to:
- Access a copy of your personal data
- Correct data that is wrong or incomplete
- Delete your data, where we no longer need it
- Restrict or object to how we use it, including objecting to direct marketing at any time
- Receive your data in a portable format
- Withdraw consent, where we rely on it
To use these rights, including to delete your account, email info@propserv.co. We will reply within one month. We may need to confirm your identity first. If we process your data for your agency, we may refer your request to them.
If you are unhappy with how we handle your data, please contact us first. You can also complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.
13. Children, changes and contact
Children. PropServ is not for people under 18, and we do not knowingly collect their data. Tenant reports may mention children in a household. We handle that only to deal with the report.
Changes. We will post any update to this policy here with a new "last updated" date. We will tell account holders by email or in the app about significant changes.
Contact. PROPFEES LTD, 249 Cranbrook Road, Ilford, IG1 4TG, England. Email: info@propserv.co.
Last updated: 27 October 2026