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Hello Maintenance - Terms of Service
1. Introduction
Welcome to Hello Maintenance, a service provided by Maintenance Desk Ltd. ("we," "us," or "our"). These Terms of Service ("Terms") govern your use of our services, including our website, mobile application, call centre, and chatbot ("Anna"), to report reactive maintenance issues for UK rental properties. By accessing or using our services, you agree to be bound by these Terms.
2. Acceptance of Terms
By using Hello Maintenance, you confirm that you accept these Terms and that you agree to comply with them. If you do not agree to these Terms, you must not use our services.
3. Description of Service
Hello Maintenance is a platform that enables tenants of rental properties and Airbnb guests to report maintenance and repair issues. We provide initial troubleshooting and, with the necessary authorisation, facilitate the resolution of such issues by connecting with landlords, letting agents, property managers, and local vetted contractors.
4. User Obligations
- You agree to provide accurate and complete information when reporting maintenance issues.
- You are responsible for ensuring that you have the right to report maintenance issues for the property concerned.
- You agree to cooperate with any troubleshooting steps provided by Hello Maintenance.
5. Landlord/Agent/Property Manager Authority
You acknowledge that Hello Maintenance operates on the basis of authority granted by the landlord, letting agent, or property manager. Hello Maintenance will communicate with these parties to seek authorisation for resolving reported issues.
6. Privacy
Your privacy is important to us. Please refer to our Privacy Notice (below) which explains how we collect, use, and protect your personal data. By using our services, you consent to the practices described in the Privacy Notice.
7. Data Usage
We may use your data to:
- Provide and manage our services.
- Improve and personalise your experience.
- Communicate with you regarding service updates or marketing (where you have consented).
- Ensure the security and integrity of our platform.
8. Intellectual Property
All intellectual property rights in Hello Maintenance, including our website, mobile application, and related materials, belong to Maintenance Desk Ltd.
9. Limitation of Liability
To the extent permitted by law, Maintenance Desk Ltd. shall not be liable for any indirect, incidental, special, or consequential damages arising out of or in connection with your use of our services.
10. Disclaimer
Hello Maintenance provides a platform for reporting and facilitating maintenance. We do not guarantee the resolution of all maintenance issues and are not responsible for the actions or omissions of third-party contractors.
11. Third-Party Links
Our services may contain links to third-party websites or services. We are not responsible for the content or privacy practices of these third parties.
12. Changes to Terms
We may update these Terms from time to time. We will notify you of any significant changes. Your continued use of our services after any changes constitutes your acceptance of the new Terms.
13. Termination
We may terminate or suspend your access to our services at any time, without prior notice, for any reason, including a breach of these Terms.
14. Governing Law
These Terms are governed by and construed in accordance with the laws of England and Wales.
15. Contact Information
If you have any questions or concerns about these Terms, please contact us at:
Email: email@hellomaintenance.co.uk
Maintenance Desk Ltd.
124 City Road, London EC1V 2NX
Hello Maintenance - Privacy Notice
1. Introduction
Maintenance Desk Ltd. ("we," "us," or "our") is committed to protecting your privacy. This Privacy Notice explains how we collect, use, disclose, and safeguard your personal information when you use our services, including our website, mobile application, call centre, and chatbot ("Anna"), to report reactive maintenance issues for UK rental properties.
2. Data Controller
The Data Controller is:
Sunil Nathan, CEO Maintenance Desk Ltd. 124 City Road, London EC1V 2NX
Email: email@hellomaintenance.co.uk
3. Information We Collect through your interactions on HelloMaintenance.co.uk
We collect various types of personal data to provide our services effectively:
Tenant Information:
- Name, address, phone number, email address.
- Details of reported maintenance issues, including descriptions, images, and videos.
- Troubleshooting steps completed.
- Call and chat transcripts
- Property address.
- Landlord, letting agent, and property manager contact details.
- IP address, device information, browser type, and usage data.
- Cookies and tracking technologies.
- IRecords of phone calls, SMS messages, WhatsApp, Messenger, and Telegram communications.
- Marketing preferences.
- Where applicable, payment information to facilitate payment for maintenance services.
- Data that has been anonymised to facilitate sales on our platforms to third party product suppliers.
4. Legal Basis for Processing
We process your personal data based on the following legal bases:
Contractual Necessity:
To fulfil our obligations under your tenancy agreement and provide maintenance services.
Legitimate Interests:
To improve our services, ensure security, and manage our business
operations. We have performed legitimate interest assessments to ensure that our interests do
not override your rights.
Consent:
For marketing communications and non-essential cookies.
Legal Obligation:
When required by law.
5. Purposes of Processing
We use your personal data for the following purposes:
Providing Maintenance Services:
- Responding to and resolving maintenance requests.
- Scheduling and coordinating maintenance work.
- Communicating with tenants, landlords, letting agents, and property managers.
- Analysing usage data and feedback to enhance our platform.
- Using AI/ML for sentiment analysis and personalised experiences.
- Preventative maintenance analysis.
- Sending service updates and notifications.
- Sending marketing communications with your consent.
- Communicating via SMS, WhatsApp, Messenger and Telegram.
- Detecting and preventing fraud and unauthorised access.
- Recording phone calls for training and quality assurance.
- Complying with legal and regulatory requirements.
- Providing anonymised data to third-party product suppliers.
6. Data Sharing
We share your personal data with the following categories of third parties:
Maintenance Contractors:
To perform maintenance work.
Landlords, Letting Agents, and Property Managers:
To keep them informed and obtain authorisation.
Third-Party Product Suppliers:
Anonymised data to facilitate sales.
IT Service Providers:
To support our IT infrastructure.
Communication Platforms:
: SMS, WhatsApp, Messenger and Telegram.
Payment Processors:
When applicable.
We do not transfer personal data outside the UK. All third-party processors have data processing
agreements in place to ensure data protection.
7. Data Retention
We retain your personal data for as long as necessary to provide our services and comply with legal
obligations. Specific retention periods include:
Tenant data:
Retained for the duration of the tenancy and as required to maintain property
maintenance records.
Chat transcripts:
Retained until the user account is deleted or a data deletion request is
received.
Call recordings:
Retained as required for training and quality assurance.
Marketing data:
Retained until consent is withdrawn.
8. Data Security
We implement industry-standard security measures to protect your personal data, including:
- Encryption of data in transit and at rest
- Access controls and authentication.
- Regular security audits and vulnerability assessments.
- Secure data storage and backups.
9. Your Rights
You have the following rights under the UK GDPR and Data Protection Act 2018:
Right to Access:
Request a copy of your personal data.
Right to Rectification:
Correct inaccurate or incomplete data.
Right to Erasure:
Delete your personal data.
Right to Restriction of Processing:
Limit how we use your data.
Right to Data Portability:
Receive your data in a portable format.
Right to Object:
Object to processing based on legitimate interests or direct marketing
Right to Withdraw Consent:
Withdraw consent at any time.
To exercise these rights, please contact us at email@hellomaintenance.co.uk.
10. Cookies and Tracking
We use cookies and tracking technologies to improve our website and services. We use:
- Strictly necessary cookies.
- Performance cookies.
- Functionality cookies.
- Targeting cookies.
11. Automated Decision-Making
We use automated decision-making to prioritise maintenance requests. You have the right to request human intervention and contest automated decisions.
12. Changes to This Privacy Notice
We may update this Privacy Notice from time to time and was last updated on 12th March 2025. We will notify you of any significant changes.
13. Contact Information
If you have any questions or concerns, please contact us at:
Email: email@hellomaintenance.co.uk
