The UK's Data (Use and Access) Act 2025 is set to shake up how landlords and letting agents handle personal data, bringing in new rules on complaint procedures that will affect thousands of households across the country. From next year, those managing property will need to put in place a formal policy for dealing with grievances about data use, including setting up dedicated email addresses for complaints.
The National Residential Landlords Association (NRLA) stresses this is no longer an optional extra: it's now compulsory to provide a clear way for individuals to raise concerns about their personal information. This includes offering a specific contact method – such as a website form or email address – and agreeing to investigate and resolve complaints within 'a reasonable amount of time'. While it's crucial to acknowledge receipt of a complaint within 30 days, the resolution itself doesn't need to happen this quickly.
Nathan Emerson, CEO of Propertymark, says compliance is essential: landlords and agents are handling massive amounts of personal data. The Data (Use and Access) Act modernises existing data protection laws by making it easier for people to access their information, simplifying international transfers, and relaxing rules on automated decision-making. Crucially, though, organisations must now proactively help individuals make complaints – by setting up a formal process.
For letting agents, Mr Emerson highlights the importance of staff understanding DSAR rules, regularly reviewing privacy notices, and having a robust system for dealing with data protection gripes – potentially through online forms to speed up responses. The NRLA also clarifies that social media complaints must be acknowledged, but it's generally recommended to direct complainants to private contact methods like email for more detailed answers.
While all landlords will need to abide by these new rules, smaller operators might not have to draw up a formal written complaints policy – as long as they clearly advertise their complaint details and ensure timely acknowledgement of issues raised. This aims to balance regulatory demands with the practicalities facing smaller operations in the sector.