How to complain about how we have handled your personal information

If you think we have got something wrong with your personal information, you can complain to us and we will look into it. This page explains how.

This applies to anyone whose information we hold — tenants and former tenants, people who applied for a property, guarantors, landlords and contractors.

What this covers

Use this route if you think we have handled your personal information in a way that breaks data protection law. For example:

We shared your information with someone who should not have had it
We are holding information about you that is wrong, or that we should have deleted
We kept contacting you after you asked us to stop
We did not deal properly with a request you made for a copy of your information
Your information was lost, exposed or accessed by someone who should not have seen it

What this does not cover

If your complaint is about our service — our fees, a repair, how we handled a tenancy or a deposit — that goes through our separate complaints procedure, which is backed by our redress scheme, Property Redress.

If you simply want a copy of the information we hold about you, that is a subject access request rather than a complaint. You can make one at hello@leyolettings.co.uk, with 'Subject access request' in the subject line.

If you are not sure which applies, tell us anyway. We will work out the right route and explain it to you.

How to complain

Whichever of these suits you:

Fill in the form on this page
Email hello@leyolettings.co.uk
Write to Elizabeth Cunningham, Leyo Lettings, 89 Middlethorpe Grove, York, YO24 1JX

You do not have to use the form, and you do not have to use any particular wording. However you tell us — by reply to an email, or in a message on social media — we will treat it as a complaint.

If you need this in another format, or need help making the complaint, tell us and we will make reasonable adjustments.

To make a complaint, email hello@leyolettings.co.uk or write to the address below.

What to tell us

It helps if you can give us:

Your name, and how you would like us to contact you
The property or tenancy involved, if there is one
What happened and roughly when
Which information about you is involved
What you would like us to do about it
Anything you have that supports it — an email, a letter, a screenshot

If you cannot give us all of that, still complain. We will come back to you if we need more.

Complaining for someone else

You can complain on behalf of someone else if they have authorised you to. Send us something in writing from them confirming it — a signed letter or an email from their own address is fine. If you hold a power of attorney or are acting for a child, tell us and we will explain what we need.

Checking who you are

If we do not already hold contact details that match yours, or the complaint concerns sensitive information, we may ask you to confirm your identity before we go into detail. We will ask for the least we need and we will explain why. This is to protect your information, not to slow things down.

What happens next

Stage	What we do
Acknowledgement	We will confirm we have your complaint within 30 days of receiving it, and usually within three working days. We will give you a reference.
Investigation	We look into what happened. That may mean reviewing files and emails, and asking any supplier involved for their account. How long this takes depends on how complex it is.
Updates	We will keep you posted on progress, and tell you if something is going to take longer than we expected and why.
Outcome	We will write to you explaining what we found, whether we think anything went wrong, and what we have done or will do about it.

Acknowledgement

We will confirm we have your complaint within 30 days of receiving it, and usually within three working days. We will give you a reference.

Investigation

We look into what happened. That may mean reviewing files and emails, and asking any supplier involved for their account. How long this takes depends on how complex it is.

Updates

We will keep you posted on progress, and tell you if something is going to take longer than we expected and why.

Outcome

We will write to you explaining what we found, whether we think anything went wrong, and what we have done or will do about it.

We aim to give you an outcome within one month of acknowledging your complaint. Some complaints take longer — if yours is one of them we will tell you, explain why, and give you a revised timescale. If we can resolve it sooner, we will.

If you are not happy with our answer

Tell us. If you think we have missed something or got it wrong, write back to hello@leyolettings.co.uk and we will look at it again.

You can also complain to the Information Commissioner's Office, which regulates data protection in the UK. You do not have to wait for us to finish, and you do not have to ask us to review our answer first — although giving us the chance to put it right is often quicker for everyone.

Our details

Leyo Lettings is a trading name of Create Property Management Limited, registered in England and Wales under company number 14953938, registered office 89 Middlethorpe Grove, York, YO24 1JX. Data protection lead: Elizabeth Cunningham, Director, hello@leyolettings.co.uk. We are registered with the Information Commissioner's Office under registration number ZB827376.

Last reviewed: 2 October 2026.