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Information Privacy Notice

How your personal information is used by Countryside Properties plc

Last updated 24 May 2018

1. Introduction

Countryside Properties plc and the companies that it owns and controls (together ‘Countryside’) collect, in the course of conducting its business, personal data from its customers, employees, contractors and suppliers. The personal data is collected in a number of different ways and for a number of different purposes.

Countryside’s Data Retention Policy sets out for how long personal data may be stored.

2. Your rights in connection with personal information

Under certain circumstances, by law you have the right to:

  • Request access to your personal information (commonly known as a "data subject access request"). This enables you to receive a copy of the personal information we hold about you and to check that we are lawfully processing it.
  • Request correction of the personal information that we hold about you. This enables you to have any incomplete or inaccurate information we hold about you corrected.
  • Request erasure of your personal information. This enables you to ask us to delete or remove personal information where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal information where you have exercised your right to object to processing (see below).
  • Object to processing of your personal information where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground. You also have the right to object where we are processing your personal information for direct marketing purposes.
  • Request the restriction of processing of your personal information. This enables you to ask us to suspend the processing of personal information about you, for example if you want us to establish its accuracy or the reason for processing it.
  • Request the transfer of your personal information to another party.

3. Legal requirements and how to complain

Countryside processes the personal data that it collects and Countryside Properties plc is the ‘Data Controller’. The person responsible for ensuring that Countryside satisfies its legal requirements for the collection, processing and retention of your personal data is the Countryside Data Protection Officer (DPO).


If you have provided personal data and you wish to exercise any of your legal rights that are set out in paragraph 2, then please contact the DPO.

If you believe that Countryside is in breach of its legal duties, in the first instance you should contact the DPO.

If you believe that you have received an inadequate response from the DPO, and you wish to complain, then please lodge your complaint with the supervisory authority – the Information Commissioners Office at ico.org.uk.

4. Ways to contact Countryside and provide information

4.1 Visitors to our websites

Countryside collects, uses and processes the following information about you when you visit one of our websites:

  • Anonymous information regarding the overall use of the website. This analysis of website traffic includes the use of cookies (see below).
  • Personal information that you provide by filling in forms on the website. This includes information you provide at the time of registering your interest in our developments on the website and signing up for media alerts and Investor email alerts.
  • If you contact us, we may keep a record of that correspondence. We may also ask you for information when you report a problem with the website.

We will do our best to protect your personal information and we will use technology that will help us to do this, however the transmission of your information across the internet is entirely at your own risk.

Once we have received your information, we will use strict organisational procedures, policies and security features to prevent unauthorised access and disclosure. We will keep your personal data on a secure server and use it only for the purposes described in this policy.

We may use the information that we have collected for any of the following purposes:

  • To help us improve the design and layout of the website, and to ensure that content is presented in the most effective manner for you and for your computer.
  • In aggregate form, for statistical analysis and developing our marketing plans.
  • To provide you with information about products, services or offers that you request from us or which we feel may interest you, where you have consented to be contacted for such purposes. If you no longer wish to receive such information, please send an e-mail to group@cpplc.com.
  • To respond to any queries you make.
  • To notify you about changes to our products and/or services.

Use of cookies by Countryside

A ‘cookie’ is a small text file stored on your computer to associate a unique ID with your visit in order to make it easier and faster for you to use the website.

Countryside may store temporary cookies on your computer when you look at certain areas of the website (for example, using our property search functionality). Our use of cookies is in no way linked to any personally identifiable information, and once you close the browser, the cookie is deleted automatically.

We use Google Analytics to help analyse the use of our websites. This analytical tool uses cookies to collect standard website visitor information in an anonymous form, and does not include any personal information about you. The information collected (including your IP address) is transmitted to Google. This information is then used to compile statistical reports on overall website use for Countryside Properties PLC.

To find out more about cookies, including how to manage and delete them, visit www.allaboutcookies.org, or to opt out of being tracked by Google Analytics across all websites visit http://tools.google.com/dlpage....

Countryside will not (and will not allow any third party) to use analytics tools to track or to collect any personally identifiable information from visitors to the website. We will not associate any data gathered from this site with any personally identifying information from any source.

If we do want to collect personally identifiable information through the website, we will be transparent about this. We will make it clear when we collect personal information and will explain what we intend to do with it.

4.2 People who contact us via social media

We use a third party platform, Sprout, to manage our social media interactions.

If you send us a private or direct message via any social media platform, your message will be saved to ensure we have a record of all interaction with you. If you do not want your messages saved, then you should notify us with a direct message via that specific social media site and we will delete it immediately.

4.3 People who contact us via email

Personal data collected via email is stored on our central database system. We will use your information to respond to your request or the subject of your enquiry. Emails are not necessarily secure against interception. Should you request to be registered on our database system, we may use your information to contact you to let you know about our services and products which may be of interest to you. We only require the information needed to provide a service to you, such as name, address, email address and telephone number. Where we request more information to improve our service to you it will be made clear that this is purely voluntary on your behalf and you have the absolute right not to provide us with this information.

4.4 People who contact us by telephone

We may monitor or record your telephone call for training or reporting purposes. We will collect information that we need specifically to assist in providing a level of service to you and with your enquiries in relation to our products. We require information such as name, address, telephone, email address. Where we request further information to improve our service, this will be purely voluntary on your behalf and you have the absolute right not to provide us with this information.

4.5 People who use property portals

We collect information when you request details of Countryside properties via property portals such as Rightmove or Zoopla. The personal data is stored on our central database system. We only collect the information required to provide a service to you, such as name, telephone, email, country and postcode. Where we request more information to improve our service to you, it will be made clear that this is purely voluntary on your behalf and you have the absolute right not to provide us with this information.

4.6 People who visit our Developments

If you visit a Countryside development and enquire about a particular property, we will collect information that we need specifically to assist in providing a level of service to you and dealing with your enquiries in relation to our products. We require information such as name, address, telephone number, email address. Where we request further information to improve our service, this will be purely voluntary on your behalf and you have the absolute right not to provide us with this information.

5. Enquiring, reserving or buying a Countryside property

5.1 Enquiring about a Countryside property

When enquiring about a Countryside property we will collect the information that we need specifically to assist in providing a level of service to you and with your enquiries in relation to our products. We require information such as name, address, telephone number, email address. Where we request further information to improve our service, this will be purely voluntary on your behalf and you have the absolute right not to provide us with this information.

We will ask for your consent to use the personal data you provide for the purposes outlined below at the time you make an enquiry.

We will use the information you provide to contact you about our homes, schemes and events to assist you with your decision making when thinking of buying a new home. We use your information to provide you with the best and most appropriate service. We may also contact you for market research purposes or to help improve customer service.

Ways in which we may contact you:

  • Email
  • Telephone
  • SMS
  • Mail outs
  • Letter

If you change your mind, you can request for your personal data to be removed from our records by calling 01252 956 956 and asking to speak to one of our Marketing team, or emailing sales@millgatehomes.co.uk, or writing to Millgate Developments Ltd, 1st Floor, Ascent 4, Gladiator Way, Farnborough GU14 6XN. Alternatively you can ask to stop receiving emails by using the unsubscribe links contained within the emails. You can request to stop receiving SMS messages by calling 01252 956 956 and asking to speak to a member of our Marketing team. You also have the option to not receive information and updates from Millgate / Countryside and we will not provide you with details of new developments or services beyond your instruction.

You can request any information we hold about you by emailing dpo@cpplc.com or writing to Countryside Properties PLC, The Drive, Brentwood, Essex CM13 3AT.

5.2 Reserving a Countryside property

When a customer reserves a Millgate / Countryside property, a reservation form will be completed in either paper format or on our sales database system called ‘Contact Builder’. The reservation form will contain the details of the reserved property (such as price) and other transaction details, including the identity of the purchasers and other individuals involved in the transaction (for example, relatives who may be providing financial assistance to the purchasers). We require details such as name, address, telephone numbers, email addresses, occupation and date of birth to process any reservation.

We will only use the personal data we collect to process the reservation and maintain contact throughout the buying process.

We will disclose the information only to those third parties directly involved in the reservation process, such as the customer’s financial advisor and/or conveyancer/solicitor.

We will keep the personal data contained in the reservation forms on our ‘Contact Builder’ sales database and ‘Pursuit’ Client Relationship Management system. Any hard copies of the reservation forms will be held and securely retained in line with our Retention Policy and are made available to those only with a genuine need to know.

We will share your information with internal departments who have a ‘need to know’, such as Customer Care and Construction.

5.3 Buying a Countryside property, part-exchanging your own property and ‘chain-breakers’

When buying a Countryside property, part-exchanging your own or in a ‘chain-breaker’ transaction we will require some of your personal data. We can obtain this data from you directly, from our Sales department, solicitors, estate agents, surveyors, public bodies, managing agents and companies, and landlords. The data collected will consist of names, addresses, dates of birth, phone numbers, email addresses, signatures, mortgage and utility account details, service charge and ground rent information.

5.4 Land transactions, infrastructure agreements, shared equity and miscellaneous matters

We may also require your personal data for land transactions, infrastructure agreements, shared equity and miscellaneous matters. We can obtain this data from you directly, from our Land and Development Team, solicitors, estate agents, surveyors, public bodies, managing agents and companies, landlords, Help to Buy agencies, joint venture and regeneration partners.

5.5 How we handle and share personal data contained in legal documents

We will only collect personal data necessary for carrying out our obligations arising from any contracts entered into between you and Countryside. The data will not be further processed in any manner incompatible with those purposes. The Legal Department have strict controls over how and why your data can be accessed, and your personal data will only be shared with third parties who are involved in your legal transactions with Countryside, such as solicitors, buyers of part exchange/chain-break properties, management agents and companies, landlords, reversioners, estate agents, surveyors, finance companies, joint venture and regeneration partners.

Some of your personal data, if so required either by law or as a consequence of your obligations under any contract with Countryside, may also be shared with public bodies (such as the Land Registry, HMRC, Homes and Communities Agencies, Credit Control Agencies, Debt Collection Agencies and the Courts) or third party administrators (such as Capita for shared equity).

Your information will also be shared with internal departments who have a ‘need to know’, such as Sales, Land and Development and Accounts.

6. Customers using customer service

When an existing customer contacts customer services, either by phone, in writing, or via our website, we complete a customer service/complaint form containing the details of the customer, the details of their property and the details of the matter requiring resolution.

We will only use the personal information we collect to deal with the customer’s particular service requirement or complaint.

Where work is carried out by a third party (such as a contractor engaged to remedy a defect), the necessary personal information will be shared with the third party.

7. Contractors who work on a Countryside site

All contractors and suppliers that engage with or work on Countryside sites are required to provide a level of personal information, to assist Countryside in discharging their duties under the Health & Safety at Work Act 1974.

All personal information collected is stored on the Groups’ secure network, which has limited access internally and no access externally. Information is also stored on external databases which are password protected for security. Any data recorded on paper is placed in secure ‘confidential paper’ bins provided on each site and destroyed.

When providing requested information, suppliers, contractors agree that Countryside, its group companies and affiliates, may collect, use and disclose the personal data, as provided for the following purposes and in accordance with the (EU General Data Protection Regulation and our data protection policy):

  1. The processing of accident / incident information, including sharing with necessary external consultants – i.e. insurance / claims / Enforcing Authorities
  2. Enabling compliance with the Health & Safety at Work Act 1974, Reporting of Injuries Disease and Dangerous Occurrence Regulations, Construction Design and Management Regulations 2015, and other associated regulations
  3. The processing of Training documents including sharing with awarding bodies for certification purposes
  4. The payment of invoices
  5. The calculation and submission of returns requested by any tax authorities, and any other information requests from them
  6. The preparation of financial statements
  7. Providing data to external and internal auditors

In addition to the above we also collect, in some cases sensitive (special) personal data, which is stored solely on a confidential file within the Groups network. Access to this file is restricted on a strictly need to know basis.

We will keep all personal information contained within the above in line with our retention policy. It will be retained in a secure environment and access to it will be restricted according to the ‘need to know’ principle.

8. Job applicants, current and former Countryside employees

8.1 Applying to Countryside

When individuals apply to work at Countryside, we will only use the information they supply to us to process their application and to monitor recruitment statistics. Where we want to disclose information to a third party, for example where we want to take up a reference or obtain a ‘disclosure’ from the Criminal Records Bureau, we will not do so without informing them beforehand unless the disclosure is required by law.

Personal information about unsuccessful candidates will be held for 6 months after the recruitment exercise has been completed, it will then be destroyed or deleted. We retain de-personalised statistical information about applicants to help inform our recruitment activities, but no individuals are identifiable from that data.

Once a person has taken up employment with Countryside, we will compile a file relating to their employment. The information contained in this will be kept secure and will only be used for purposes directly relevant to that person’s employment. Once their employment with Countryside has ended, we will retain the file in accordance with the requirements of our retention schedule and then delete it.

8.2 How we collect employees’ Personal Data

We may collect your Personal Data in a number of ways, for example:

  • When you contact our HR team either via email or telephone;
  • When you apply for a vacancy internally or externally;
  • When we collect data through the implementation of any HR Employee Relations Policies e.g. disciplinary;
  • In the course of managing your employment with Countryside, for example PDR, Payroll, Company car or car allowance;
  • Contact details you place on the company’s internal staff directory;
  • When you use any HR services;
  • When we receive your Personal Data from third parties, for example security screening and recruitment agencies;

8.3 What type of employees’ Personal Data do we collect?

We may collect the following types of Personal Data:

  • You name, address, email address, telephone number and other contact information that allows us to meet our organisational and statutory obligations to you as an Employer;
  • Details of family members and Next of Kin details;
  • Bank details;
  • Right to work documentation and other security screening information;
  • Details of car, insurance and driving license.

Some of the information we collect about you may include Sensitive Personal Data as defined in the EU General Data Protection Regulation. We will not utilise this data unless we have your consent.

8.4 Using the employees’ information we collect

We may use your personal data in the following ways:

  • To ensure that the information we hold about you is kept up-to-date
  • To deal with any employee/employer related disputes that may arise
  • For assessment and analysis purposes to help improve the operation of, and manage the performance of our business
  • To prevent, detect and prosecute fraud and other crimes
  • For any other purpose for which you give us your consent to use Personal Data e.g. to administer employee benefit and pension schemes
  • To comply with legal obligations e.g. HRMC, pensions, s29 request
  • To process and manage employee share schemes
  • To pay qualifying business expenses
  • To calculate and submit returns requested by any tax authority
  • To prepare financial statements
  • To provide data to internal and external auditors
  • To provide employment references on request from a third party

In order to manage the business we will use information which personally identifies you; however we may also use consolidated information.

We may share your personal data:

  • With our Employees, agents and/or professional advisors;
  • With other companies within the current and future Countryside Group;
  • With other third party contractors who provide services to us;
  • Where we are under and legal obligation to do so, for example where we are required to share information under statute, to prevent fraud and other criminal offences or because of a Court Order for example HMRC, the police.

8.5 Participants in the Countryside Save As You Earn (SAYE) scheme and the Countryside Long Term Incentive Plan (LTIP)

When employees apply to participate in the Countryside Properties PLC SAYE scheme, they are authorising Countryside to deduct monthly contributions from their salary and pass this information to The Royal Bank of Scotland plc (or another bank nominated by Countryside) for a period of 36 months. Employee data is also shared with Capita who administer Countryside’s SAYE and LTIP.

The Royal Bank of Scotland plc and Capita plc have their own privacy policies which can be access on their internet sites. They will not retain personal information for longer than is necessary for the maintenance of their SAYE and LTIP accounts, or for the legal or regulatory requirements.

8.6 Employees’ rights

You can request a copy of the information that we hold about you at any time by emailing us at HR@cpplc.com or by writing to:

Human Resources Countryside Properties plc Countryside House The Drive Brentwood Essex CM13 3AT

9. Suppliers

All Suppliers and Manufacturers of materials that engage with Countryside, its group companies and affiliates are required to provide a level of personal information to assist Countryside to satisfy the legal requirement imposed on us by the Construction (Design & Management) Regulations 2015 to employ the use of competent and resourced Suppliers.

All personal information collected is stored on Countryside’s secure network, which has limited access internally and no access externally. Information is also stored on external databases which are password protected for security.

10. Connected persons of a Person Discharging Managerial Responsibility (PDMR)

We required by the Companies Act and international financial reporting standards to report transactions between Countryside and ‘connected persons’ of a PDMR. To fulfil this obligation we will retain information relevant to such transactions (including, but not limited to, the purchase of a property from Countryside, or the supply of goods or services to or from Countryside). Such information may be shared with third parties as necessary to comply with laws and regulations.

11. Security

The security of your Personal Data is very important to use.

We will ensure that we have in place appropriate technical and organisational measures to prevent unauthorised or unlawful processing of Personal Data and against accidental loss or destruction of, or damage to Personal Data.

12. Retention, transfer and destruction of personal data

Generally, personal data will be retained by Countryside for no longer than is necessary for the purposes for which the personal data is processed. In some cases, it may be necessary to store the personal data for longer periods solely for the purpose of archiving for legal and regulatory compliance and in accordance with Countryside’s Records Data Retention Policy.

If you wish to have a copy of any of your personal data held by Countryside, please contact the DPO at dpo@cpplc.com.

If you are concerned that your personal data is being held by Countryside for an improper purpose, or for too long, then please contact the DPO.

13. Changes to this information privacy notice

We keep our Information Privacy Policy under regular review. This Information Privacy Policy was last updated on the date shown at the top of this document.

Modern Slavery & Human Trafficking Statement

Countryside's Modern Slavery & Human Trafficking Statement can be viewed here on the Countryside Properties plc website.

Millgate Customer Charter

Millgate is committed to; providing you, our customers, with quality homes for you and your family to enjoy, and in creating places that people love to come home to. The whole Millgate team is working to achieve one common goal; to ensure that you are very satisfied and happy with your new Millgate home, from the moment that you make your reservation, to the day you move in and beyond. No matter who you are dealing with, or what queries, questions or complaints you may have, you can be confident that our people and procedures will adhere to the terms of our Charter and the “Consumer Code for Home Builders”. Copies of the “Consumer Code for Home Builders” are available from our sales offices and via our “New Homes” website, a copy (also identifying where further guidance can be found) will always be provided to you upon reservation.

  • We will be approachable in all our dealings with you, by being polite, clear and straightforward in response to every contact with you. If we are not able to give you an immediate answer to a query, we pledge to acknowledge your enquiry within one working day.
  • Millgate is committed to creating a harmonious working environment, which is free from harassment and bullying, in which every employee is treated with respect and dignity. Should you not respect this ethos, we reserve the right to notify you and thereafter restrict contact and if necessary, refuse to deal with any person who continues to be abusive towards our employees.
  • All of our customer facing staff will be trained to understand their responsibilities in all of their dealings with you, in accordance with our Charter and the Consumer Code for Home Builders.
  • Our marketing and advertising will always be clear and truthful. As part of the process of buying your Millgate home, you will receive comprehensive information explaining the purchase process and how you can get the most out of living in your new chosen home.
  • We will be on hand to assist you throughout the process of buying your Millgate home and want to ensure you are very satisfied with your purchase.
  • Our contract of sale terms & conditions will be clear and fair, with cancellation rights fully explained.
  • We will provide you with an anticipated completion date of your new home, in order for you to plan your moving arrangements.
  • We will ask you to attend a Home Demonstration with us, before Legal Completion, to demonstrate the fixtures and fittings within your new Millgate home.
  • Your new Millgate home will be thoroughly cleaned and ready for the day you move in.
  • We will welcome you into your new Millgate home on the day of Legal Completion.
  • We will contact you within 14 days of moving in to your new Millgate home, to check you are settling in and to answer any queries you may have.
  • We will give you reliable information about NHBC’s Buildmark cover or respective warranty provider and/or any other relevant guarantees and warranties. A member of our dedicated Customer Service Department will deal with any queries or problems should they arise, in accordance with the NHBC 2-Year Initial Guarantee Period.
  • We will provide 24-Hour Emergency Cover for heating, plumbing and electrical problems, for the duration of the 2-Year Initial Guarantee Period. This includes your heating and hot water provision, (however this will be subject to compliance with annual servicing requirements as detailed in the Homeowner’s Pack and relevant manufacturers’ warranties). All supplied appliances will be covered under their respective manufacturer warranties.
  • We will endeavour to keep the area around your new home as clean and tidy as possible, as well as the remainder of the Millgate development. We will provide health & safety advice to help reduce the potential risk of danger to you and your family, if building works are in progress.
  • Millgate measures and reviews its performance internally, in order for continual improvements to be made to its products and services, and to ensure all of our Customers are very satisfied with their properties. This Charter is also reviewed annually in support of Quality Management principles; it is available via our “New Homes” website and from all of our sales offices.
  • We want your experience with Millgate to be as smooth and stress free as possible and that you would not hesitate in recommending us to a friend. We are constantly looking to improve our service by reviewing our processes based on your experiences and valued feedback and to measure our service to you we participate in NHBC and additional independent surveys.

Our Customer Charter commitments do not affect your statutory rights.

Millgate is a subsidiary of Countryside Properties plc