Privacy Policy

Who we are

REMI SOFTWARE LTD ("Remi", "we", "us") provides a property maintenance management platform used by letting agents ("Agencies", "you", "your customers") in the United Kingdom. This policy explains how we handle personal data.

Data controller: REMI SOFTWARE LTD, registered in England and Wales, Company number 17336425
Registered office: 17a Impact Brixton, Electric Lane, London, United Kingdom, SW9 8LA
Contact: hello@remi.properties
Website: remi.properties

The two roles we play

Because of how Remi works, we act in two different capacities under UK GDPR, and this policy covers both:

1. As a data controller — for the account and contact details of the letting agency staff who sign up and use Remi directly (Owners and Staff users).
2. As a data processor — for the personal data that agencies upload or that flows through the platform on their behalf, including tenant contact details, property information, and contractor details. In this capacity, the agency is the data controller, and we process this data only on their instructions, under our Data Processing Agreement (DPA).

What data we collect

Agency staff account data (we are the controller)

• Name, email address, password (hashed, never stored in plain text)
• Account/agency name, displayed billing tier, billing status, activation date, and billing-date snapshots of actively managed property counts
• Login activity and usage data for the purposes of running the service

Data uploaded by agencies (we are the processor)

• Property addresses and details
• Tenant name and contact details (submitted via maintenance request forms)
• Maintenance request descriptions, tenant photographs, and any other details tenants provide
• Contractor names, trades, and contact details

Automatically collected

• Basic technical data (IP address, browser type, device information) for security and service operation

How we use this data

• To provide and operate the maintenance request, alert, and tracking features of Remi
• To classify and route maintenance requests (including using AI tools — see below)
• To send transactional notifications (staff alerts, contractor assignment notices, tenant confirmation emails)
• To manage monthly rolling billing and subscriptions, including calculating the applicable tier and property overage from billing-date snapshots
• To maintain security and prevent misuse of the platform
• To improve the service (using aggregated or anonymised data where possible)

Legal basis: for agency staff account data, this is performance of a contract (our terms of service) and legitimate interest (service security and improvement). For tenant data processed on an agency's behalf, the legal basis is determined by the agency as controller — Remi does not independently decide why tenant data is collected.

AI processing

Maintenance request descriptions and tenant photographs may be processed by Anthropic Claude Haiku 4.5 through Replit AI Integrations for classification, urgency assessment, contractor-type suggestions, and related triage support. Automated assessment. Review before acting — you remain responsible for your statutory repair obligations.

Who we share data with

• Contractors: assigned contractors receive the property address and issue summary needed to carry out the work, not full tenant contact details unless the agency's workflow requires it.
• Service providers: we use Replit for hosting and database services, Google Cloud Storage-backed Replit App Storage for files and photographs, Replit AI Integrations and Anthropic for AI triage, Resend for email delivery, and Stripe for payment processing. Our current provider register is available at Sub-processors.
• Legal requirements: we may disclose data if required by law, court order, or to protect the rights and safety of Remi, our customers, or others.

International transfers

Some providers process data outside the United Kingdom. Our Sub-processors register identifies confirmed processing locations and explains how customers can obtain location information during due diligence where a region has not yet been verified for publication.

Data retention

We retain personal data only for as long as needed to provide the service, meet contractual and legal obligations, resolve disputes, and maintain appropriate business records. Retention and deletion arrangements for agency-controlled data are agreed with the agency and described in the Data Processing Agreement.

Your rights

If you are an individual whose data we process, UK GDPR gives you the right to:

• Access the personal data we hold about you
• Correct inaccurate data
• Request erasure ("right to be forgotten")
• Restrict or object to processing
• Request data portability
• Complain to the Information Commissioner's Office (ICO) at ico.org.uk

If you are a tenant and your data was submitted by your letting agency, please contact your agency directly in the first instance, as they are the data controller. We will support them in responding to your request.

If you are agency staff, contact hello@remi.properties for any of the above.

Security

We use industry-standard measures to protect data, including encrypted connections (HTTPS), hashed passwords, and access controls that keep each agency's data isolated from other agencies on the platform. No system is completely secure, and we cannot guarantee absolute security.

Children

Remi is not directed at children and we do not knowingly collect data from anyone under 18 as an account holder.

Changes to this policy

We may update this policy from time to time. Material changes will be notified to agency account holders by email.

Contact

Questions about this policy: hello@remi.properties