Privacy Policy
This policy explains what personal data Agent Legend Ltd (company number 17464557), registered in England and Wales handles through Concierge Legend, why, where it is kept, and what rights you have. We have written it in plain English.
Who we are
Concierge Legend is operated by Agent Legend Ltd (company number 17464557), registered in England and Wales. It is software that takes tenants' repair reports, triages them, pages an agency's own on-call staff out of hours, keeps a per-market compliance record for each let, manages contractors and quotes, and asks landlords for approval.
To contact us about privacy, use the form on our contact page.
Controller or processor?
When an agency or property manager uses Concierge Legend, the agency is the controller of its tenants', landlords', contractors' and staff's data, and we are its processor, acting on its instructions under a data processing agreement.
We are the controller for our own business data: the accounts of people who sign in, enquiries sent to us through this site, and our own records.
What we handle
| Tenants and occupants | Name, contact details, the property, and repair reports — kept word for word, because they are the evidence of what the agency was told and when. A flag the agency records that an occupant is vulnerable, used only to raise a repair's priority. |
| Landlords | Name, contact details, language, the properties they own, their standing spend authority, and their approve or decline decisions. |
| Contractors | Business name, contact details, licence and insurance expiry dates, and quotes. |
| Agency staff | Name, work email, role, language, sign-in data, and the on-call rota the agency sets up (names and phone numbers). |
| Compliance records | Dates, references and statuses for each let. For Singapore identity and pass checks, only the date of the check and the pass expiry — never an NRIC or FIN number, and never an immigration status. |
| Technical | Server logs, including IP address and pages requested, for security and diagnostics. |
Why, and on what basis
| Taking and triaging repair reports | The agency's obligations as agent for the landlord, and the legitimate interests of tenant and agency in getting repairs done. Where a report indicates danger, the vital interests of the people in the home. |
| Paging on-call staff | The same — and only the agency's own staff, with their agreement. |
| Compliance records and landlord approvals | Performance of the agency's contracts with its landlords, and the agency's legal obligations. |
| Running and securing the service | Performance of our contract with the agency, and our legitimate interest in a secure platform. |
Automated processing
Repair triage runs on written, deterministic rules on our own infrastructure. No third-party AI model reads a report to decide its priority. The rules may only be wrong in one direction: an ambiguous report, or one in a language the rules do not read, is treated as more urgent and passed to a person.
No automated decision with legal or similarly significant effects is made about anyone. Customer data is not used to train AI models.
Where data is kept, and transfers
Data at rest is stored in the European Union, in Frankfurt, Germany.
Out-of-hours texts and calls are delivered by Twilio. By default Twilio processes message content in the United States; a page can contain the tenant's address and their words. The region in use is shown on the agency's settings screen, and an EU (Ireland) region can be configured instead. Emails, including landlord approvals, are sent through Resend.
For agencies in the United Arab Emirates and Singapore, storing data in the EU is a transfer out of the country. These transfers are made under the data processing agreement, with contractual safeguards meeting the UAE Personal Data Protection Law (Federal Decree-Law No. 45 of 2021) and Singapore's Personal Data Protection Act 2012. Transfers from the EU to the United States rely on the EU Standard Contractual Clauses.
How long we keep it
| Repair reports and their history | Kept with the tenancy for as long as the agency instructs, because they evidence what was reported and what was done. |
| Compliance records | For the life of the tenancy, then as the agency instructs. |
| Staff accounts | While the account is active, then 12 months. |
| Server logs | Ordinarily 90 days. |
Your rights
Depending on where you are, the EU and UK GDPR, the UAE PDPL and Singapore's PDPA give you rights to access your data, correct it, have it erased in some circumstances, object to or restrict processing, and take it elsewhere.
If an agency holds your data, please ask them first; they are the controller. You can also contact us through the contact page and we will help or pass your request on. You can complain to your data protection authority — in Germany, the authority of your federal state; in the UAE, the UAE Data Office; in Singapore, the Personal Data Protection Commission.
Security
Every agency's data is isolated twice: Postgres row-level security is enabled and forced on every customer table, and every query names the agency explicitly. Links in texts and emails carry unguessable tokens that reach only the one record they were issued for. More detail is on the security page.
Changes
If we make material changes we will update the date above and tell agency customers before the change takes effect.
Questions about any of this? Contact