This Privacy Policy explains how personal information is collected, used and disclosed by The Agency, Urban Space Limited (collectively, "The Agency", "Urban Space Limited", "we", "our" or "us"). This policy applies to users of our services and visitors to our sites.

By using our services or visiting our sites, to the extent permitted by applicable law, you are consenting to us gathering and processing information about you in accordance with this Policy, although consent may not be required for all of the elements described in this Policy.


Your privacy is important to us, and so is being transparent about how we collect, use and share information about you. This Policy is intended to help you understand:

This Policy covers the information we collect about you when you use our services, visit our sites, or otherwise interact with The Agency. This Policy also explains your rights over your personal data including how you can object to certain uses of information about you and how you can access and update certain information about you.


By using our services or visiting our sites, we may collect the following personal information: name, email address, telephone number and postal address. Depending on the service you are engaging with, we will collect other information relevant to and necessary for us to provide that service. For certain services, bank details or credit card information may be required.

We do not collect personal data considered as sensitive personal data such as health related information except when required for employees of The Agency.

In addition, we may receive certain categories of personal data and some device information (such as your name, email, browsing history on our sites and other details) from sources other than you, such as from third party sites, applications and services.


We may use your information for the following purposes: to provide you with services and fulfil your requests, to provide the functionality offered on our site, to pay for services, to respond to or follow up on enquiries, to tailor your experience on our site including displaying relevant properties, to provide information and services to our customers, to perform statistical analysis, to protect against fraudulent, unauthorised or illegal activity, to comply with our policies, procedures and legal obligations and as otherwise consented to by you and as required or permitted by applicable law.

If you do not provide us with certain information, we may not be able to fulfil your request or provide certain services.

Generally we do not perform automated decision taking or ‘profiling’ by solely automatic means; there is human intervention in our processing and decision making.

When you engage with The Agency, there are a number of legal bases under which we may request, process and use your data, including:

  • Asking for your consent to receive email marketing. Your consent is not assumed and you can withdraw or change your consent at any time.
  • Where we have a legal duty, such as complying with anti-money laundering legislation
  • To enable us to fulfil a contract
  • Legitimate interest, for example where we discuss related services or provide you with the details of properties to help with your property search. When you register your property search with The Agency, you will be sent properties listed with surrounding branches to ensure we can best service your request and find you the right property.

Where the provision of data is a statutory or contractual requirement, or necessary to enter into or fulfil a contract, we will make this clear in our terms and conditions and contracts. Should the requested data be refused, it may not be possible to proceed with the service required.


We may aggregate personal information collected from you and other customers as well as device information and location information (with your consent, where required) to provide general statistics that cannot be linked to you or any other specific user and with which we attempt to provide you with a better experience to improve our services.


We will retain your information for the period necessary to fulfil the purposes outlined in this Policy and as otherwise needed to comply with applicable law and internal company policies. The length of time between transactions in the industry has been taken into account when determining how long data is retained for.


We use the “Facebook Pixel” of Facebook Inc., 1601 S. California Ave, Palo Alto, CA 94304, USA (“Facebook”) on our website. With its help, we can keep track of what users do on our website. This enables us to monitor the effectiveness of our website for purposes of statistics and market research. Data collected in this way is anonymous to us, which means we cannot see the personal data of individual users. However, this data is saved and processed by Facebook. Facebook can connect this data with your Facebook account and use it for its own advertising purposes, in accordance with Facebook’s Data Policy which can be found at You can allow Facebook and its partners to place ads on and outside of Facebook. A cookie can also be saved on your device for these purposes.

Please click here if you would like to withdraw your consent


Our website uses Google Analytics, a web analysis service of Google, Inc., 1600 Amphitheatre Parkway, Mountain View, CA 94043 USA, (“Google Analytics” or “Google”). Google Analytics employs cookies that are stored to your computer in order to facilitate an analysis of your use of the site. The information generated by these cookies, such as time, place and frequency of your visits to our site, including your IP address, is transmitted to Google’s location in the US and stored there.

Google may also transfer this information to third parties where required to do so by law or where such third parties process this data on Google’s behalf. Google states that it will in never associate your IP address with other data held by Google. You can prevent cookies from being installed by adjusting the settings on your browser software accordingly as noted elsewhere in this Privacy Policy. You should be aware, however, that by doing so you may not be able to make full use of all the functions of our website.

Google Analytics also offers a deactivation add-on for most current browsers that provides you with more control over what data Google can collect on websites you access. The add-on tells the JavaScript (ga.js) used by Google Analytics not to transmit any information about website visits to Google Analytics. However, the browser deactivation add-on offered by Google Analytics does not prevent information from being transmitted to us or to other web analysis services we may engage.

Google Analytics also uses electronic images known as web beacons (sometimes called single pixel gifs) and are used along with cookies to compile aggregated statistics to analyse how our site is used.

You can find additional information on how to install the browser add-on referenced above at the following link:

For the cases in which personal data is transferred to the US, Google has self-certified pursuant to the EU-US Privacy Shield:


We may share your data with third parties, to help manage our business and deliver services. These third parties may include but are not limited to:

  • Service providers, who help manage our IT and back office systems, and assist with our Customer Relationship Management activities, in particular Experian and Cheetah Digital
  • Credit and reference checking agencies including HomeLet
  • Suppliers who need to carry out work on your property
  • Our regulators, which may include the ICO, as well as other regulators and law enforcement agencies
  • Advocates and other professional services firms (including our auditors)


The Agency values your privacy and data security. We use third party services to help maintain the security and performance of our systems and sites. Email monitoring software and network traffic firewalls are also used. You can be assured that any personal data we gather about you through our sites, email, social media, telephone or other means will not be passed on to any third party or organisation except in the instances outlined above.

We will never change our bank details during the course of a transaction. Always query emails supposedly from us where the sender’s email address does not match our domain, or where the format, style or content is not usual. We will always check when we receive an instruction to amend our record of a customer’s details.

If you receive something suspicious, please report it to our client liaison manager, email:


Individuals have rights over their personal data, whether and how it is processed and other rights in law. If at any time you wish to make a subject access request or for your personal data to be amended or removed, please email 

You have the right to complain to the UK’s statutory authority for data protection, the Information Commissioner, whose contact details can be found at

Please note this Policy does not apply to the practices of companies we do not own or control or to people that we do not employ or manage. We may link or otherwise provide access to third party sites. We provide these links for your convenience only. We have no control over, do not review and are not responsible for third party sites, their content, or any goods or services available through these third party sites.


If you have any questions, comments or concerns about how we handle your personal data, you can contact us at

If at any time we change our Privacy Policy, such changes will be made on this page and dated. This Policy was last updated on 10 May 2021.