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Essential Living
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Essential Living
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Essential Living
Essential Living
Essential Living

Privacy and Cookies Policy

This is the Privacy and Cookies Policy for the website hosted at and   (“we“, “us” and “our site“). The site is operated by or on behalf of Essential Living Management Limited. We are committed to protecting and respecting your privacy.

This policy (together with our Terms of Use and any other documents referred to in it) sets out in relation to the site:

  • Information we collect about you
  • Cookies and other technologies
  • How we use your information
  • Our promotional updates and communications
  • Who we give your information to
  • Where we store your information
  • Public forums
  • Child safety
  • Payment processing
  • How we protect your information
  • How long we keep your information
  • Your rights
  • Changes to this policy
  • Contact us

Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.

By engaging with our site you acknowledge you have read and understood this privacy policy.

For the purposes of European Economic Area data protection law, (the “Data Protection Law“), the data controller is Essential Living Management Limited.

Information we collect about you

We will collect and process the following personal data from you:

Information you give us

This is information about you that you give us directly when you interact with us.

This is information about you that you give us by filling in forms on our site when you request a viewing or to find an apartment or by corresponding with us by phone, e-mail, live chat or otherwise.  This includes information you provide when you register to use the booking system, search for flats, book a flat, contact us through a form, start a live chat and report a problem with our site.

The information you give may include your name, address, email address, phone number, nationality and visa and financial information, personal description and photograph, login and password details.

It may also include employment details if you send us a CV, resumé or other details of your employment history in connection with an advertised job vacancy or a general enquiry regarding employment opportunities with us.

If you are interested in viewing an apartment with us, you will be invited to create an account or our resident portal. This portal is hosted by a company that provides tenant management services to us, PEX. You can access your PEX hosted account through our website. If you have any questions about this, let us know.

Information we collect about you from your use of our site:

We will automatically collect information from you each time you visit our site. This includes:

Technical information

This may include the Internet protocol (IP) address used to connect your computer to the Internet, your login information, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform;

Information about your visit

Information about your visit may include the full Uniform Resource Locators (URL), clickstream to, through and from our site (including date and time), products you viewed or searched for, page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), methods used to browse away from the page, and any phone number used to call our customer service number or social media handle used to connect with our customer service team.

Location data

We collect this information through the site as to your real time location to provide location services where requested or agreed to by you in order to deliver content, advertising or other services that are dependent on knowing where you are. This information may also be collected in combination with an identifier associated with your device to enable us to recognise your mobile browser or device when you return to the site.

Delivery of location services will involve reference to one or more of the following: (a) the coordinates (latitude/longitude) of your location; (b) look-up of your country of location by reference to your IP address against public sources; and/or (c) your Identifier for Advertisers (IFA) code for your Apple device, or the Android ID for your Android device, or a similar device identifier. See Cookies and other technologies for more information on the use of cookies and device identifiers on the site/App.

Information we receive from other sources.

This is information we receive about you:

If you use any of the other websites or apps we operate or the other services we provide.

In this case we will have informed you when we collected that data if we intend to share your data internally and combine it with data collected on this site. We will also have told you for what purpose we will share and combine your data.

From third parties we work closely with.

We are working closely with third parties (including, for example, business partners, sub-contractors in technical, payment and delivery services, advertising networks, analytics providers, and search information providers). We will notify you when we receive information about you from them and the purposes for which we intend to use that information. Examples of third parties we work with that collect this data include Google and Hubspot.

Cookies Policy

Our site uses cookies and/or other similar technologies such as device-IDs, pixel tags or web beacons to collect and store certain information. These typically involve pieces of information or code that a website transfers to or accesses from your computer hard drive or mobile device to store and sometimes track information about you. Cookies and similar technologies enable you to be remembered when using that computer or device to interact with websites and online services and can be used to manage a range of features and content as well as storing searches and presenting personalised content.

Our site uses cookies and similar technologies to distinguish you from other users of our site. This helps us to provide you with a good experience when you browse our site and also allows us to improve our site.

Most web browsers automatically accept cookies and similar technologies, but if you prefer, you can change your browser to prevent that and your help screen or manual will tell you how to do this.  We also give you information about how to update your cookie settings below. However, you may not be able to take full advantage of our website if you do so.

A number of cookies and similar technologies we use last only for the duration of your web or app session and expire when you close your browser. Others are used to remember you when you return to the site and will last for longer. They may also track your wider online experience including which websites you visit after you have left out site. We may also use cookies for the purpose of delivering ads to you online.

We use these cookies and other technologies on the basis that they are necessary for the performance of a contract with you, or because using them is in our legitimate interests (where we have considered that these are not overridden by your rights), and, in some cases, where we have provided you notice and an opportunity to opt-out of these cookies being dropped.

We use cookies and/or other similar technologies, such as tracking GIFs, web beacons and pixel codes, either alone or in combination with each other to create a unique device ID.

We use the following types of cookies:

  • Strictly necessary cookies. These are cookies that are required for the operation of our website and under our terms with you. They include, for example, cookies that enable you to log into secure areas of our website, use a shopping cart or make use of e-billing services.
  • Analytical/performance cookies. They allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us for our legitimate interests of improving the way our website works, for example, by ensuring that users are finding what they are looking for easily.
  • Functionality cookies. These are used to recognise you when you return to our website. This enables us, subject to your choices and preferences, to personalise our content, greet you by name and remember your preferences (for example, your choice of language or region).
  • Targeting/Advertising cookies. These cookies record your visit to our website, the pages you have visited and the links you have followed. We will use this information subject to your choices and preferences to make our website and the advertising displayed on it more relevant to your interests. We may also share this information with third parties for the purpose of delivering online ads.

We may also work with advertising networks that gather information about the content on our site you visit and on information on other websites and services you visit. This may result in you seeing advertisements our advertisements when you visit other websites and services of third parties. For more information about how to turn this feature off see below or visit

One such third party we work with is Google. We use Google Analytics, a web analytics service. Google Analytics uses cookies to help the website analyse how visitors use the site. The information generated by the cookie about your use of the website (including your IP address) will be transmitted to and stored by a Google server in the United States. Google uses this information for the purpose of evaluating your use of the website, compiling reports on website activity for website operators and providing website operators with other services relating to website activity and internet usage.   You can prevent the storage of data relating to your use of the website and created via the cookie (including your IP address) by Google as well as the processing of this data by Google by downloading and installing the browser plug-in available here.

We also use the Google AdWords remarketing service to advertise on third party websites (including Google) to previous visitors to our site. Sometimes this means we advertise to previous visitors who haven’t completed a task on our site, for example using the contact form to make an enquiry. This could be in the form of an advertisement on the Google search results page, or a site in the Google Display Network. Third-party vendors, including Google, use cookies to serve ads based on someone’s past visits to the Essential Living website. Of course, any data collected will be used in accordance with our own privacy policy and Google’s privacy policy. Visits and cookies are anonymous, so we do not see what individuals would see what ads.  We also may show ads on Facebook, or other sites, to customers who have visited before or have interests that relate to what we do.

You can set preferences for how Google advertises to you using the Google Ad Preferences page, and if you want to you can opt out of interest-based advertising entirely by cookie settings or permanently using a browser plugin.

Disabling cookies

The effect of disabling cookies depends on which cookies you disable but, in general, the website may not operate properly if all cookies are switched off.  If you only disable third party cookies, you will not be prevented from making purchases on our site.  If you disable all cookies, you will be unable to complete a purchase on our site.

If you want to disable cookies on our site, you need to change your website browser settings to reject cookies.  How you can do this will depend on the browser you use.   Further details on how to disable cookies are available here and here.

Custom audiences

We also work with Google and Facebook to create custom audience which, similar to interest based cookies, deliver our adverts to you when you interact with the Facebook and Google networks. We work with these companies to deliver our content to existing and potential customers. We do this by sharing a masked unique ID, which is a cryptographic hash of your email so that your data is pseudonymised which means you cannot be identified from it unless additional information is added to this data (we do not share such additional data) with such companies. This ID or code is matched against your equivalent unique code similarly generated by our ad partners, Google and Facebook, to tailor advertising to you. If you have opted out of receiving our marketing communications, our advertising using these custom audience channels, will no longer be displayed on Google and Facebook networks. You may however still receive interest based cookies advertising our services, which is based on market segments (and which you can update by visiting

  • Facebook Custom Audience. To understand more about Facebook Custom Audience, please see here and / or visit your Facebook ad and privacy settings.
  • Google Customer Match. You can learn about Google’s privacy practices here and understand more about how Google Ads work here.

We will receive aggregated information back from Facebook such as percentages in relation to city, or platforms, or how many people then visited our site and /or made a purchase.  You can opt-out of these custom audience channels at any time.

How we use your information

We use information held about you in the following ways:

Information you give to us:

We will use this information to:

  • Take steps in order to enter into any contract or carry out our obligations arising from any contract entered into between you and us or steps at your request prior to entering into a contract including:
    • to help you search for and reserve flats;
    • to help set up a viewing of a flat;
    • to draw up, provide to you and enter with you into any tenancy agreement we decide to make (which will be handled in accordance with our tenancy privacy policy);
    • administering your account with us;
    • verifying and carrying out financial transactions in relation to payments you make online;
    • notifying you about changes to our service.

Without this information, we may not be able to perform the services you have requested from us. We will indicate on our site

  • Provide you with information about services we feel may interest you from us and about our developments (which might be owned by our group companies), if you have indicated that you would like to receive or if you do not object (as applicable) to receiving marketing material from us at the point we collected your information.
  • Ensure in our legitimate interests that, where we have considered these are not overridden by your rights:
    • content from our site is presented in the most effective manner for you and for your computer.
    • we provide you with the information, products and services that you request from us.

Information we collect about you from your use of our site

We will use this information in our legitimate interests, where we have considered these are not overridden by your rights:

  • To administer our site and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes.
  • To keep our site safe and secure.
  • For measuring or understanding the effectiveness of advertising we serve to you and others, and to deliver relevant advertising to you.
  • To improve our site to ensure that content is presented in the most effective manner for you and for your computer.
  • To allow you to participate in interactive features of our service, when you choose to do so.

Information we receive from other sources

We may combine this information with information you give to us and information we collect about you in our legitimate interests (where we have considered that these are not overridden by your rights). We will use this information and the combined information for the purposes set out above (depending on the types of information we receive).

Our promotional updates and communications

Where with your prior consent or, if you have not objected, we will use your personal information for marketing analysis and to provide you with promotional update communications by email (as indicated when we collect your information) about our /services including information on all our developments.

You can object to further marketing at any time by selecting the “unsubscribe” link at the end of all our marketing and promotional update communications to you, or by sending us an email to

Our developments are owned by Essential Living group companies, subject to the above, our email communications may include information about these buildings. The communications will always be sent by us and you would only give your information to these companies directly, if you enter into a tenancy agreement with them.

If you object to receive marketing communications from us, we may still send you service communications in connection with your requests and / or to administer your account.

Who we give your information to

We may give your information to:

  • Any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries, who support our processing of personal data under this policy.
  • Selected third parties which may include:

Organisations who process your personal data on our behalf and in accordance with our instructions and the Data Protection Law. This includes in supporting the services we offer through the site in particular those providing website and data hosting services, providing fulfilment services, distributing any communications we send, supporting or updating marketing lists, facilitating feedback on our services and providing IT support services from time to time. These organisations (which may include third party suppliers, agents, sub-contractors and/or other companies in our group) will only use your information to the extent necessary to perform their support functions.

Advertising networks that require data to select and serve relevant adverts to you and others.  We work with third parties to deliver our advertising to you. These third parties may sometimes serve their own cookies on our site, which collect information which helps deliver our adverts to you online. We also work with third parties to share pseudonymised which also is used to deliver advertisements to you. This helps us and the third parties which we work with track the effectiveness of online campaigns and helps inform advertising networks of target audiences. Please see out cookies and custom audience section below for further information.

Analytics providers that assist us in the improvement and optimisation of our site and subject to the cookie section of this policy (this will not identify you as an individual).

Business partners who provide services to you and with whom we have entered into agreements in relation to the processing of your personal data.

Payment processing providers who provide secure payment processing services. Note your payment card details are not shared with us by the provider.

We will disclose your personal information to third parties:

  • In the event that we sell or buy any business or assets, in which case we will disclose your personal data to the prospective seller or buyer of such business or assets subject to the terms of this privacy policy.
  • If Essential Living Management Limited or substantially all of its assets are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets.
  • If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our terms of supply terms and other agreements with you; or to protect the rights, property, or safety of Essential Living Management Limited, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction and to prevent cybercrime.

Where we store your information

  • In order to store it.
  • In order to enable us to provide goods or services to you and fulfil our contract with you. This includes order fulfilment, processing of payment details, and the provision of support services.
  • Where we are legally required to do so.
  • In order to facilitate the operation of our group of businesses, where it is in our legitimate interests and we have concluded these are not overridden by your rights.

Our blogs

We also host a blog on our site You may be able to comment on these blogs from time to time. . Any information that is disclosed in these areas becomes public information and you should exercise caution when using these and avoid posting any personal information.

Child safety

Protecting the safety of children when they use the Internet is important to us.

The site is intended for use only by persons who are at least 18 years of age.

By using the site, you confirm to us that you meet this requirement.  If you are under the age of 18, you confirm you have received permission from your parent or guardian before using this site or sending us personal information.

Payment processing

Payments made on the website are made through our payment gateway provider Sage Pay. You will be providing credit or debit card information directly to this company when you make a payment. Information which you supply to Sage Pay is not within our control and is subject to Sage Pay’s own privacy policy and terms and conditions which can be found here.

How we protect your information

All information you provide to us is stored on our secure servers. Any payment transactions will be encrypted using SSL technology. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

Our site may, from time to time, contain links to external sites. We are not responsible for the privacy policies or the content of such sites.

How long we keep your information

We retain personal data for as long as you have an account with us in order to meet our contractual obligations to you and for six years after that to identify any issues and resolve any legal proceedings.We may also retain aggregate information beyond this time for research purposes and to help us develop and improve our services. You cannot be identified from aggregate information retained or used for these purposes.

We may also retain your information where we are legally required or otherwise permitted to.

Your rights

You have the right under certain circumstances:

  • to be provided with a copy of your personal data held by us;
  • to request the rectification or erasure of your personal data held by us;
  • to request that we restrict the processing of your personal data (while we verify or investigate your concerns with this information, for example);
  • to object to the further processing of your personal data, including the right to object to marketing (as mentioned in ‘Our promotional updates and communications’ section;
  • to request that your provided personal data be moved to a third party.

We collect location data through our use of Google Analytics. You may opt out at any time from allowing further access by us to your location data by updating your Google Analytics settings here.

Your right to withdraw consent:

Where the processing of your personal information by us is based on consent, you have the right to withdraw that consent without detriment at any time by contacting us. You can also change your marketing preferences at any time as described in ‘Our promotional updates and communications’ section;

You can also exercise the rights listed above at any time by contacting us at

If your request or concern is not satisfactorily resolved by us, you may approach your local data protection authority, (see ). The Information Commissioner is the supervisory authority in the UK and can provide further information about your rights and our obligations in relation to your personal data, as well as deal with any complaints that you have about our processing of your personal data.

Changes to this policy

Any changes we make to our privacy policy in future will be posted on this page and, in relation to substantive changes, will be notified to you by e-mail. This policy was last updated on 24 May 2018.

Contact Us

Questions, comments and requests regarding this privacy policy are welcomed and should be addressed to:

Essential Living Management Limited
FAO: Anthony Hanson, Finance Director
Level 5, Coin House, 2 Gee’s Court, London, W1U 1JA