Privacy Policy

Effective date: 8 October 2026

1. Who we are

• This website is operated by PROLINK COORDINATED FACILITES SOLUTION LTD, trading as Prolink Property Support ("Prolink", "we", "us", "our").

• We are a private limited company registered in England and Wales under company number 15612439.

• Our registered office is 5 Canon Court, Institute Street, Bolton BL1 1PZ.

• We are the controller of the personal data described in this policy, except where section 4.4 says we act on behalf of a client.

• We are registered with the Information Commissioner's Office (ICO). ICO registration number: ZC201524.

Contact us about this policy or your personal data:

• Email: hello@prolinkpropertysupport.co.uk

• Phone: 0330 043 6984

• Post: PROLINK COORDINATED FACILITES SOLUTION LTD, 5 Canon Court, Institute Street, Bolton BL1 1PZ

We have not appointed a Data Protection Officer, because we are not required to. Please send any privacy questions to the contact details above.

2. What this policy covers

• This policy explains how we collect and use personal data when you visit our website, contact us, book a call, chat with us or use our client support form.

• It applies to visitors in the UK and elsewhere.

• We process personal data under the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations (PECR).

• Our website is aimed at businesses and adults. It is not intended for children, and we do not knowingly collect children's data through it.

3. The personal data we collect

3.1 Information you give us through our website

(a) "Request Property Support" (new business enquiry form). Used by managing agents, landlords, RTM/RMC companies, contractors and other businesses who want to talk to us about our services. We collect:

• contact name, company name, email address and telephone number;

• what best describes you (for example managing agent) and your portfolio size;

• the services you are interested in;

• anything you write in "Tell us about your requirements".

(b) "Existing Client Support" form. Used by our clients, and people acting for them, to report a repair, ask for an update or send details of a property matter. We collect:

• full name, the property or development, email address and telephone number (optional);

• request type and priority;

• anything you write in "Describe your request".

This may include information about residents, tenants, access arrangements or the property.

(c) "Book a Discovery Call" (online booking). Used to book a 15-minute phone or video call with our team. We collect:

• your first name, last name, telephone number and email address;

• your company or building name;

• anything you write in "What can we help with?" (optional);

• the date and time you choose.

(d) "Request a Call Back" and phone links. These buttons open your device's phone app to call us on 0330 043 6984. They are not a form and do not send us any information through the website. If you call us, see section 3.2.

(e) WhatsApp chat button. Our website shows a "Chat on WhatsApp" button. If you choose to use it, a conversation opens in WhatsApp and we receive your WhatsApp name, phone number and the messages you send. WhatsApp is run by WhatsApp Ireland Limited (part of Meta), which processes your use of WhatsApp under its own privacy policy.

Please do not include special category data in free-text boxes or messages unless it is genuinely needed (for example to arrange access for a resident with a disability). Special category data includes information about health, ethnicity or religion.

3.2 Information you give us in other ways

When you email us, phone us, message us, or book or attend a call, we collect your name, your contact details and the content of your messages or conversations.

3.3 Site member and blog information

• Our website uses a members area. There is no general sign-in button on our pages; you are asked to sign up or log in if you want to comment on one of our blog posts, where comments are switched on.

• If you create an account or comment, we and our website platform process your name or display name, email address, login details and any comments you post. Your display name and comments are visible to other website visitors.

• If you choose to sign up through a social account, such as Google or Facebook, where that option is offered, we receive basic profile information (your name, email address and profile picture) from that provider.

3.4 Information collected automatically

When you visit our website, some technical information is collected automatically by our website platform (Wix) and, if you agree to analytics cookies, by Google Analytics:

• IP address, browser and device type, and approximate location (town or region, worked out from your IP address);

• pages visited, how long you stay, the website that referred you, and the date and time of your visit.

Some of this is collected through cookies and similar technologies (see section 8).

3.5 Information from other sources

• We may receive your details from a client or colleague who refers you to us, or who passes on a request involving you (for example a resident's contact details for arranging access).

• We may also use publicly available business information, such as Companies House records.

4. How we use your personal data and our lawful bases

• Responding to new business enquiries, preparing proposals and quotes; Data used: Enquiry form data, emails, chat messages, call notes; Lawful basis (UK GDPR Article 6): Steps at your request before entering into a contract (Art. 6(1)(b)) where you are the prospective client, or legitimate interests (Art. 6(1)(f)) in responding to business enquiries and developing our business

• Arranging and holding discovery calls; Data used: Booking data; Lawful basis (UK GDPR Article 6): As above

• Providing our services to clients, including handling repair reports, coordinating contractors and keeping people updated; Data used: Client support form data, property and access details, communications; Lawful basis (UK GDPR Article 6): Performance of a contract (Art. 6(1)(b)) with our client, and legitimate interests (Art. 6(1)(f)) in delivering the service our client has asked for

• Keeping business, financial and tax records; Data used: Contact details, invoices, correspondence; Lawful basis (UK GDPR Article 6): Legal obligation (Art. 6(1)(c))

• Running and securing our website; Data used: Technical data and essential cookies; Lawful basis (UK GDPR Article 6): Legitimate interests (Art. 6(1)(f))

• Understanding how our website is used so we can improve it; Data used: Usage data from Wix site statistics and Google Analytics; Lawful basis (UK GDPR Article 6): Legitimate interests (Art. 6(1)(f)) for Wix's built-in statistics; consent (Art. 6(1)(a)) for Google Analytics cookies (see section 8)

• Managing member accounts and blog comments; Data used: Account and comment data; Lawful basis (UK GDPR Article 6): Performance of a contract (our website terms) or legitimate interests (Art. 6(1)(f)) in running the website

• Establishing, exercising or defending legal claims; Data used: Relevant records; Lawful basis (UK GDPR Article 6): Legitimate interests (Art. 6(1)(f))

Marketing: we do not currently send marketing emails or newsletters. If we decide to in future, we will only do so where the law allows, we will update this policy first, and every message will include a simple way to opt out.

4.1 Legitimate interests

Where we rely on legitimate interests, we have balanced our interests against your rights and expectations. You can ask us for more information about this balancing.

4.2 Not providing information

• Fields marked * in our forms are needed for us to respond.

• If you do not provide them, we may not be able to deal with your enquiry or booking.

4.3 Automated decisions

We do not make decisions about you based solely on automated processing that have legal or similarly significant effects.

4.4 Data we handle on behalf of clients

• When we handle residents' or tenants' personal data to deliver services to a client, such as a managing agent, RTM/RMC company or landlord, the client is usually the controller and we act as their processor, following their instructions.

• We do this under written terms with our client that cover data protection, as Article 28 of the UK GDPR requires.

• In that situation, the client's own privacy notice also applies, and we will pass any request about your rights to the client.

5. Who we share personal data with

We only share personal data where necessary. We share it with:

• Our service providers (processors), who handle data on our behalf under contract (see section 6).

• Contractors and trades we coordinate on a client's behalf. We share only the details they need to attend and complete a job (for example name, phone number and access details).

• Our clients, where the information relates to their property or residents.

• Professional advisers, such as accountants, lawyers and insurers, where needed.

• Authorities: regulators, the police, HMRC or courts, where the law requires it or to protect rights and safety.

• A buyer or successor, if our business is sold or restructured.

We do not sell personal data.

6. Our service providers

• Wix.com Ltd. (and its group companies); What they do for us: Website hosting and content management, our website forms (Wix Forms), online booking (Wix Bookings), the members area and blog comments, built-in site statistics, and the contact and enquiry records created when you submit a form or booking

• Google (Google Workspace); What they do for us: Business email (hello@prolinkpropertysupport.co.uk), calendar and document storage

• Google (Google Analytics); What they do for us: Website analytics, only if you accept analytics cookies (see section 8)

• Video-call providers; What they do for us: We may hold discovery calls using video-call tools such as Google Meet or Microsoft Teams

• Website add-on providers; What they do for us: Third-party add-ons on our website: the WhatsApp chat button and a widget that displays our Google reviews. These load from their providers' servers, which receive technical data such as your IP address and browser details

• Other business software; What they do for us: Accounting, job-management and communication tools, used under contract with their providers

WhatsApp and social sign-in providers (WhatsApp/Meta, Google, Facebook) act as independent controllers when you choose to use their services, and their own privacy policies apply.

7. International transfers

• Some of our service providers process data outside the UK, including in the United States, Israel and the European Economic Area.

• Where personal data is transferred outside the UK, we make sure appropriate safeguards are in place, such as:

    – UK adequacy regulations (for example for Israel or the EEA); or

    – the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses; or

    – for certified US organisations, the UK Extension to the EU-US Data Privacy Framework.

• Contact us for more information.

8. Cookies and similar technologies

Our website uses cookies: small text files stored on your device. We use these types:

• Essential cookies. Set by our website platform, Wix, and its security services. They keep the website secure, protect it against bots, remember your session and make features such as forms, bookings, chat and member sign-in work. These cookies do not need consent.

• Wix site statistics. Wix's built-in statistics tell us, in summary form, how many people visit the website, which pages they view and how they found us.

• Analytics cookies (Google Analytics). Google Analytics helps us understand how visitors use our website. These cookies are only set if you accept analytics cookies in our cookie banner.

• Advertising or social media tracking. We do not currently use advertising or social media tracking pixels on our website.

Your choices:

• When you first visit, our cookie banner lets you accept or decline non-essential cookies. Non-essential cookies are not set unless you accept them.

• You can change your choice at any time using the cookie settings link on our website.

• You can also control cookies in your browser settings. Blocking essential cookies may stop parts of the website from working.

• Wix publishes information about the cookies it sets on the websites it hosts: https://support.wix.com/en/article/cookies-and-your-wix-site

9. How long we keep personal data

We keep personal data only as long as we need it for the purposes above.

• Enquiries that do not become clients (enquiry forms, booking details, chat messages and related emails); Retention period: 24 months from our last contact, then deleted

• Client records, job and support requests, and correspondence; Retention period: For the length of the client relationship plus 6 years, to meet legal, tax and limitation-period requirements

• Accounting and tax records; Retention period: At least 6 years from the end of the financial year they relate to, as required by law

• Member accounts and blog comments; Retention period: Until you delete your account or ask us to remove a comment, or after 24 months of account inactivity

• Website statistics and cookies; Retention period: As set by Wix and Google Analytics; see section 8

10. Your rights

Under UK data protection law you have the right to:

• access the personal data we hold about you;

• rectification of inaccurate or incomplete data;

• erasure of your data in certain circumstances;

• restrict our processing in certain circumstances;

• object to processing based on legitimate interests, and to direct marketing at any time;

• data portability, where processing is based on consent or contract and carried out by automated means;

• withdraw consent at any time, where we rely on consent. This does not affect processing already carried out.

How to exercise your rights:

• Email hello@prolinkpropertysupport.co.uk or call 0330 043 6984.

• We will respond within one month. This can be extended in some circumstances, and we will tell you if it is.

• We may need to confirm your identity first.

• There is usually no fee.

11. Security

• We use appropriate technical and organisational measures to protect personal data, including access controls and secure, reputable service providers.

• No method of transmission over the internet is completely secure, but we work to protect the information you give us.

12. Complaints

• If you have a concern about how we handle your personal data, please contact us first so we can try to put it right.

• You also have the right to complain to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection:

    – Website: https://ico.org.uk/make-a-complaint/

    – Helpline: 0303 123 1113

    – Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

13. Changes to this policy

We may update this policy from time to time. The latest version will always be on this page, with its effective date.