Privacy policy

We are committed to protecting your privacy.

Our Privacy Policy explains how we use and protect the information obtained from visiting this website. This should be read along with the terms and conditions.

If we gather any information about you from the website, it will be gathered and used by us in accordance with our Privacy Policy.

Any information provided to us will be treated in accordance with this policy.

By submitting personal information to us, you are agreeing to the collection, retention and use of this information by us as described in this policy.

For more information, please read our privacy notice.

What information do we collect from you?

We request information from you only for a narrow set of purposes. Typically, personal information is collected:

  • for registration to certain areas of the website, including self-service and competitions
  • to allow you to use services on our website
  • to allow you to request a service, including repairs
  • to allow you to make a complaint
  • to allow us to consider your comments, queries and suggestions and respond if necessary
  • to allow us to respond to your enquiries for information/further information
  • to distribute requested materials
  • to enable online payments to be made.

The type of personal information collected on the website could include your name, date of birth, company name, address (including postcode), email address, telephone number (including mobile), user name and password, unique reference numbers, IP address and debit/credit card details.

In all other instances, you should assume we track any information you provide on a personally identifiable basis.

We will also use, store and analyse the information we collect so we can administer, support, improve and develop our services.

This includes, but is not limited to:

  • quality control and training purposes
  • to better design the website
  • improve our marketing.

If you are directed to our online payments web pages, some contact details and card details will be collected to enable your payment to be made. These will be obtained using a secure website.

Who might we share your information with?

The information you provide to us will be held on our computer records and paper records in the UK.

The information may be accessed by or given to our staff, our contractors and agents who act for us, for the purposes set out in this policy or for other purposes approved by you or as otherwise permitted by law.

We may also pass aggregate information on the usage of our website to third parties, but this will not include information that can be used to identify you.

We shall never sell or rent your personal information gathered through the website to third parties for their marketing purposes.

We also reserve the right to disclose any of the information you provide to us where required to do so by law, or to comply with a regulatory obligation, or to assist in any investigation into a complaint or alleged illegal or criminal conduct.

What do we do with your information?

If you have provided us with your mobile phone numbers, we will only use it for the purposes agreed.

If you register with the My Lowther self-services website, you can elect to receive information and updates on our products and services. Information will not be used for this purpose unless you request to receive communications.

When you use our web self-service, you’ll personally identify yourself through a one-off registration and each time you log in and use our services, this will be recorded on our databases as a customer interaction.

We use return email addresses to answer any emails that we receive, and we may use return email addresses to send other information that you may request. Such addresses are not used for any other purpose.

We collect IP addresses. An IP address is a number that is automatically assigned to your computer whenever you are surfing the web. Web servers, the computers that ‘serve up’ web pages, automatically identify your computer by its IP address. When you request a page from this website, our servers log your IP address. We do not link IP addresses to anything personally identifiable, so although your session will be logged, you will remain anonymous to us.

We may use information you provide to better design the website and to improve our marketing strategy and our products.

By using the website, you consent to the collection and use of this information by us and the Wheatley Housing Group Companies in the manner described above.

Third Party websites

Because we want your experience of the website to be as informative and useful as possible, we provide a number of links to Third Party websites, for example Google Maps and statutory bodies. Always be aware of where you end up.

Third Party websites may send their own cookies to users, or otherwise collect data or solicit personal information.

We assume no responsibility for the information gathering practices of websites that you are able to access through ours, and we encourage you to review the privacy policy of each website before disclosing any personally identifiable information.

What security measures do you employ?

We employ reasonable security measures to keep your personal information secure.

We have put in place appropriate physical, electronic, and managerial procedures to safeguard the information you have given to us.

We cannot guarantee the security of any information you disclose online, and you do so at your own risk.

Remember to keep your password and account details secure. And always remember to log out of your account and close your browser window when you’ve finished. This helps to ensure that no-one else can access your personal data.

How can I access the information you hold about me?

You are entitled to request access to the information held about you.

We are entitled to charge a fee of £10 to meet our costs in providing you with details of the information we hold about you.

Find out more about accessing your personal information.

How can my information be managed or removed from your database?

We give you the following options for managing or removing your information from our database:


Writing to:

Website Administrator, Wheatley Communications Team, Wheatley House, 25 Cochrane Street, Glasgow G1 1HL.

Be sure to include your name and clear instructions on what you would like us to do.

How do we tell you about changes to our Privacy Policy?

We reserve the right to change this Privacy Policy at any time, at our discretion and in response to changes in applicable law.

Any changes to our Privacy Policy will be posted here. We encourage you to visit this area frequently so as to stay informed.

The data controller is Lowther Homes Limited, registration number Z282342X.

Who do I contact about the Privacy Policy?

If you have any questions or concerns about this Privacy Policy, or the use of information, please:

Email us at

or write to:

Website Administrator, Wheatley Communications Team, Wheatley House, 25 Cochrane Street, Glasgow G1 1HL.

Please note: The laws and regulations in different countries impose different (and even conflicting) requirements on the Internet and data protection. We are located in Scotland in the UK, as are the servers that make this site available worldwide.  Scots law governs all matters relating to this site. If you are located outside the UK, and you contact us, please note that any information you provide will be transferred to the UK and by submitting the information you authorise this transfer.

Legal Information –  Lowther Homes Limited is a company registered in Scotland under the Companies Act 2006. Registered office: Wheatley House, 25 Cochrane Street, Glasgow G1 1HL.