The quickest way
Message the same WhatsApp number you have been messaging and send the single word DELETE.
We will stop messaging you straight away and begin removing what we hold. You do not need to explain why, and it costs nothing.
If you only want the messages to stop, send STOP instead. That takes effect immediately and nothing is deleted.
Or ask us any other way
- Email [email protected]
- Write to AI Finance Partners Ltd, and mark it for the attention of data protection
Tell us your name and the mobile number or email address you used, so we can find you. We may ask one question to check you are who you say you are, because handing someone else's information over would be worse than a delay.
What happens next
- Messages to you stop immediately.
- We find everything held about you, across messages, repairs, photos and property records.
- We pass the request to the agency or landlord who manages your property, because for tenants, guests and contractors the information is theirs to decide about and we hold it on their behalf.
- We delete what can be deleted and tell you what has gone.
- We tell you plainly about anything we have to keep, and why, and when it will go.
We reply within one month. Usually much sooner.
What we may have to keep
Some things cannot be deleted on request, because the law requires them to be kept. If any of these apply to you we will say so.
| What | Why, and for how long |
|---|---|
| Gas, electrical and fire safety records | Required by law. Generally two years for gas, five for electrical |
| Deposit protection records | Required while a deposit is protected and for a period after |
| Records relating to a live dispute or claim | Until it is resolved, because deleting them would prejudice both sides |
| Accounting records, for customers | Six years, required by HMRC |
Anything kept for one of these reasons is locked away and not used for anything else, and it is deleted as soon as the period ends.
If you are a Lodgic customer
If you run an agency or portfolio on Lodgic and want your organisation's whole account removed, email [email protected] from the address you signed up with.
We will export everything for you first so you keep your own records, then delete the account. Your tenants' information goes with it, subject to the retention rules above.
If you are not happy
Tell us and we will look again. You can also complain to the Information Commissioner's Office at ico.org.uk or 0303 123 1113. You do not have to come to us first.