Last updated: June 2026
At Keaze, we are committed to protecting your privacy and handling your personal information responsibly.
Whether you’re browsing our website, searching for shared ownership homes, requesting guidance, booking a Clarity Session, registering your interest in a property, subscribing to updates or using one of our customer services, we want you to understand what information we collect, why we collect it and how we use it.
This Privacy Policy explains how Keaze Limited collects, stores, uses and protects your personal information whenever you interact with the Keaze Platform.
By using our website or any of our services, you acknowledge that you have read this Privacy Policy.
Keaze Limited is a company registered in England and Wales.
Registered Office
Balfour House
46-54 Great Titchfield Street
London
W1W 7QA
Company Number: 11020692
Email: contact@keaze.com
Telephone: 020 3640 7111
Throughout this Privacy Policy, references to “Keaze”, “we”, “our” or “us” mean Keaze Limited.
References to “you” mean anyone using the Keaze Platform or any of our services.
This Privacy Policy applies to all parts of the Keaze Platform, including (where applicable):
the Keaze website;
the Shared Ownership Directory;
property search and listings;
provider landing pages;
Clarity Sessions;
appointment booking;
customer enquiries;
home seeker registrations;
seller registrations;
customer portals;
newsletters and marketing communications;
future online services operated by Keaze.
Some services available through the Keaze Platform may be delivered in partnership with housing providers or trusted third-party organisations. Where this is the case, we will only share your information where necessary to deliver the service you have requested or where we have another lawful basis to do so.
This Privacy Policy does not apply to third-party websites that may be linked from the Keaze Platform. We recommend reviewing their own privacy policies before providing any personal information.
Protecting your privacy is important to us.
We will always aim to:
collect only the information we genuinely need;
explain why we need it;
keep it secure;
only retain it for as long as necessary;
never sell your personal information to third parties;
respect your rights under UK data protection legislation.
We are committed to complying with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and other applicable privacy legislation.
Keaze exists to support people buying, selling and managing shared ownership homes.
Our platform brings together information, guidance and digital services designed to make shared ownership simpler.
Depending on how you interact with us, you may use the Keaze Platform to:
browse available shared ownership homes;
register your interest in a property;
request further information;
receive shared ownership guidance;
book a Clarity Session;
subscribe to updates and educational content;
communicate with Keaze;
communicate with participating housing providers;
access secure customer portals (where available);
use additional services introduced in the future.
Not every service is available to every visitor, and additional terms may apply to specific services or customer accounts where relevant.
For the purposes of this Privacy Policy:
Keaze Platform means our website, digital services, customer portals, booking services, property search tools, provider pages, online forms and any related online services operated by Keaze.
Personal Information means any information that identifies, or could reasonably identify, an individual.
Housing Provider means a registered provider, housing association, local authority or other organisation whose homes or services are promoted or supported through the Keaze Platform.
Customer Portal means any secure online account or portal made available by Keaze or one of our trusted service providers to help manage your property journey.
Services means any service offered by Keaze through the Platform, whether free or paid.
The information we collect depends on how you choose to interact with the Keaze Platform.
In some cases, you can browse our website without providing any personal information. However, if you choose to contact us, register your interest in a property, book a Clarity Session, subscribe to updates or use certain services, we may ask you to provide information about yourself.
This may include:
Full name
Postal address
Property address (where relevant)
Email address
Telephone number
Date of birth (where required)
Proof of identity (where required by law or regulation)
Where you are buying or selling a property, we may collect information relating to:
The property you are interested in.
A property you own or are selling.
Shared ownership details.
Housing provider information.
Valuation information.
Financial or eligibility information where relevant to the service being provided.
If you contact us, we may collect:
Information submitted through website forms.
Property enquiries.
Requests for guidance.
Appointment requests.
Emails sent to us.
Telephone call notes.
Live chat conversations (where available).
Feedback and survey responses.
If you book a Clarity Session, we may collect information necessary to arrange and deliver your appointment, including:
Preferred appointment date and time.
Contact details.
The reason for your enquiry.
Details relating to your property or circumstances.
Notes recorded during or following your appointment.
If you choose to receive updates from Keaze, we will record:
Your marketing preferences.
The date and method by which consent was given.
Any subsequent changes to those preferences.
You are under no obligation to subscribe to marketing communications and can withdraw your consent at any time.
Where you create or are invited to use a Customer Portal, we may collect additional information necessary to create and manage your account, including:
Login credentials.
Account preferences.
Activity within your account.
Documents you upload.
Messages exchanged through the portal.
Additional information may be collected where required to support the service being provided.
When you use the Keaze Platform, we may automatically collect certain technical information, including:
IP address.
Browser type and version.
Device type.
Operating system.
Pages visited.
Date and time of visits.
Referring website.
Website usage information.
Cookies and similar technologies.
This information helps us improve the performance, security and usability of the Platform.
Where appropriate, we may receive information from trusted third parties, including:
Housing providers.
Estate agency partners.
Identity verification providers.
Anti-money laundering providers.
Publicly available property information.
Other organisations involved in delivering the services you have requested.
We will only obtain and use such information where there is an appropriate legal basis to do so.
You are always free to decide whether to provide personal information.
However, if you choose not to provide certain information, we may be unable to:
respond to your enquiry;
arrange a Clarity Session;
register your interest in a property;
provide requested guidance;
create a customer account;
deliver certain products or services.
We will only request information that is reasonably necessary for the service you have asked us to provide.
The Keaze Platform is intended for adults.
We do not knowingly collect personal information from children under the age of 18 without the knowledge and involvement of a parent, guardian or other authorised adult.
If we become aware that personal information has been collected from a child inappropriately, we will take reasonable steps to delete it promptly.
The information we collect depends on how you choose to interact with the Keaze Platform.
In some cases, you can browse our website without providing any personal information. However, if you choose to contact us, register your interest in a property, book a Clarity Session, subscribe to updates or use certain services, we may ask you to provide information about yourself.
This may include:
Full name
Postal address
Property address (where relevant)
Email address
Telephone number
Date of birth (where required)
Proof of identity (where required by law or regulation)
Where you are buying or selling a property, we may collect information relating to:
The property you are interested in.
A property you own or are selling.
Shared ownership details.
Housing provider information.
Valuation information.
Financial or eligibility information where relevant to the service being provided.
If you contact us, we may collect:
Information submitted through website forms.
Property enquiries.
Requests for guidance.
Appointment requests.
Emails sent to us.
Telephone call notes.
Live chat conversations (where available).
Feedback and survey responses.
If you book a Clarity Session, we may collect information necessary to arrange and deliver your appointment, including:
Preferred appointment date and time.
Contact details.
The reason for your enquiry.
Details relating to your property or circumstances.
Notes recorded during or following your appointment.
If you choose to receive updates from Keaze, we will record:
Your marketing preferences.
The date and method by which consent was given.
Any subsequent changes to those preferences.
You are under no obligation to subscribe to marketing communications and can withdraw your consent at any time.
Where you create or are invited to use a Customer Portal, we may collect additional information necessary to create and manage your account, including:
Login credentials.
Account preferences.
Activity within your account.
Documents you upload.
Messages exchanged through the portal.
Additional information may be collected where required to support the service being provided.
When you use the Keaze Platform, we may automatically collect certain technical information, including:
IP address.
Browser type and version.
Device type.
Operating system.
Pages visited.
Date and time of visits.
Referring website.
Website usage information.
Cookies and similar technologies.
This information helps us improve the performance, security and usability of the Platform.
Where appropriate, we may receive information from trusted third parties, including:
Housing providers.
Estate agency partners.
Identity verification providers.
Anti-money laundering providers.
Publicly available property information.
Other organisations involved in delivering the services you have requested.
We will only obtain and use such information where there is an appropriate legal basis to do so.
You are always free to decide whether to provide personal information.
However, if you choose not to provide certain information, we may be unable to:
respond to your enquiry;
arrange a Clarity Session;
register your interest in a property;
provide requested guidance;
create a customer account;
deliver certain products or services.
We will only request information that is reasonably necessary for the service you have asked us to provide.
The Keaze Platform is intended for adults.
We do not knowingly collect personal information from children under the age of 18 without the knowledge and involvement of a parent, guardian or other authorised adult.
If we become aware that personal information has been collected from a child inappropriately, we will take reasonable steps to delete it promptly.
We only use your personal information where we have a lawful reason to do so.
How we use your information depends on the services you choose to use and your relationship with Keaze.
We may use your information to:
respond to your enquiries;
provide information you have requested;
register your interest in a property;
arrange property viewings where applicable;
book and manage Clarity Sessions;
provide guidance relating to shared ownership;
deliver products or services requested by you;
create and manage customer accounts where applicable;
communicate with you about your property journey;
improve our website and services;
monitor and protect the security of our Platform;
comply with legal and regulatory obligations;
detect and prevent fraud;
maintain appropriate business records.
Where appropriate, we may also use your information to personalise your experience of the Keaze Platform and recommend services or information that may be relevant to you.
UK data protection law requires us to have a lawful basis for using your personal information.
Depending on the circumstances, we rely on one or more of the following:
Where processing is necessary to provide a service you have requested, including:
registering your interest in a property;
arranging appointments;
delivering Clarity Sessions;
managing customer accounts;
providing property-related services.
Where you have given us permission to do so.
This includes, for example:
subscribing to “Keep Me Updated”;
receiving marketing emails;
receiving newsletters;
receiving educational content;
receiving information about relevant products and services.
You can withdraw your consent at any time.
Withdrawing consent will not affect any processing that took place before your consent was withdrawn.
In some circumstances we process information because it is necessary for our legitimate business interests, provided those interests do not override your rights.
Examples include:
improving our website;
improving customer experience;
responding to enquiries;
preventing fraud;
ensuring platform security;
maintaining appropriate records;
analysing website performance;
understanding how visitors use the Keaze Platform.
Whenever we rely on legitimate interests we carefully consider your privacy and rights before doing so.
In certain circumstances we are required by law to process or retain personal information.
Examples include:
anti-money laundering requirements;
fraud prevention;
legal proceedings;
regulatory obligations;
responding to lawful requests from public authorities.
We believe that useful guidance should always be relevant, timely and respectful.
If you choose to subscribe to Keep Me Updated, we may send you communications including:
shared ownership guidance;
educational resources;
newsletters;
market insights;
updates relating to Keaze services;
invitations to relevant events or webinars;
information about products or services that we believe may be relevant to your circumstances.
We will only send marketing communications where:
you have given your consent; or
we are otherwise permitted to do so under applicable law.
We do not send unsolicited marketing.
Every marketing email we send will include a simple way to stop receiving future marketing communications.
You may also contact us at any time if you wish to update your marketing preferences.
Choosing not to receive marketing communications will not affect important service communications relating to appointments, enquiries or services you have requested.
A core part of the services provided by Keaze is helping customers navigate their shared ownership journey by working alongside housing providers and other trusted organisations.
Where reasonably necessary to deliver the service you have requested, we may share relevant personal information with organisations involved in your property journey.
Depending on your circumstances, this may include:
housing providers and registered providers;
estate agency partners;
mortgage advisers or brokers;
solicitors and conveyancers;
financial advisers, where requested by you;
surveyors and valuers;
identity verification providers;
anti-money laundering providers;
carefully selected third-party service providers supporting the delivery of our services; and
other organisations directly involved in progressing your enquiry, transaction or ongoing service.
We will only share information that is reasonably necessary for the relevant purpose and where we have an appropriate lawful basis to do so.
Examples of when we may share information include:
registering your interest in a property;
arranging or confirming appointments;
delivering a Clarity Session;
assessing eligibility for a property or scheme;
progressing the marketing or sale of a property;
supporting the purchase of a property;
facilitating mortgage or financial assessments where requested;
managing customer communications;
providing customer portal access;
complying with legal or regulatory obligations.
By requesting or using our services, you acknowledge that sharing relevant information with appropriate organisations may be necessary to deliver the service effectively and support your shared ownership journey.
When you request or book a Clarity Session, we will use your personal information to:
arrange your appointment;
communicate with you before and after the session;
understand your circumstances;
prepare for the discussion;
provide guidance and follow-up information;
recommend appropriate next steps where requested.
Notes may be recorded during or after your session to help us deliver a consistent and high-quality service.
These notes will be treated as confidential and handled in accordance with this Privacy Policy.
Where your Clarity Session relates to a particular housing provider, property or transaction, relevant information arising from your enquiry or appointment may be shared with the appropriate housing provider or other trusted organisations where reasonably necessary to support your shared ownership journey and deliver the services you have requested.
Some services offered through the Keaze Platform may require you to create or use a secure customer account.
For example, customer accounts may be provided to:
home seekers;
shared owners;
sellers;
purchasers;
customers progressing through a property transaction;
customers using future digital services.
Where an account is required, you are responsible for:
providing accurate information;
keeping your login details secure;
notifying us if you believe your account has been accessed without your permission.
We may suspend or remove access to an account where this is necessary to protect the security of the Platform, comply with legal obligations or investigate misuse.
Additional terms may apply to specific customer portals or services.
To deliver our services effectively, we work with carefully selected third-party service providers.
These organisations may assist us with areas such as:
website hosting;
appointment booking;
customer relationship management;
secure customer portals;
property marketing;
identity verification;
anti-money laundering checks;
communications;
analytics;
cloud storage;
payment processing (where applicable);
technical support.
We only share information where it is necessary to provide the service you have requested or where another lawful basis exists.
All third-party providers are expected to process personal information securely and in accordance with applicable data protection legislation.
Depending on the service you use, we may share information with:
housing providers;
developers;
estate agency partners;
mortgage advisers (where requested by you);
solicitors or conveyancers (where instructed);
identity verification providers;
anti-money laundering providers;
professional advisers;
insurers;
regulators;
law enforcement agencies where required by law;
trusted suppliers supporting the operation of the Keaze Platform.
We never sell your personal information.
We will only share information that is necessary for the purpose concerned and only where we have an appropriate legal basis for doing so.
Some parts of the Keaze Platform may use automated processes to help deliver services more efficiently.
Examples may include:
appointment confirmations;
customer communications;
fraud prevention;
identity verification;
marketing preference management;
website personalisation;
lead routing;
service recommendations.
Where automated processing is used, appropriate safeguards will be in place to protect your rights.
You may contact us at any time if you have questions about how automated processing affects your personal information.
Protecting your information is extremely important to us.
We use appropriate technical and organisational measures designed to protect your personal information against:
unauthorised access;
accidental loss;
unlawful destruction;
misuse;
alteration;
disclosure.
Examples of these measures may include:
encrypted connections;
secure cloud infrastructure;
restricted staff access;
password protection;
monitoring and auditing;
staff training;
contractual obligations placed on trusted service providers.
Although we work hard to protect your information, no internet-based service can ever guarantee complete security.
If we become aware of a personal data breach that is likely to affect your rights or freedoms, we will respond in accordance with applicable law.
Some of the organisations that help us operate the Keaze Platform may process personal information outside the United Kingdom.
Where this happens, we will ensure appropriate safeguards are in place to protect your information.
These safeguards may include:
adequacy regulations;
approved contractual clauses;
recognised international transfer mechanisms;
other legally recognised protections.
We will only transfer personal information internationally where permitted by applicable data protection legislation.
We only retain personal information for as long as reasonably necessary.
How long we keep your information depends on:
the service provided;
our legal obligations;
regulatory requirements;
accounting requirements;
the need to resolve disputes;
fraud prevention;
your ongoing relationship with Keaze.
As a general guide:
General enquiries are retained only for as long as reasonably necessary.
Marketing information is retained until consent is withdrawn or the information is no longer required.
Customer account information is retained while the account remains active and for an appropriate period afterwards.
Property transaction information may be retained for longer where required by law or regulatory obligations.
Where information is no longer required, it will be securely deleted or anonymised.
Under UK data protection legislation, you have a number of important rights regarding your personal information.
These include the right to:
be informed about how your personal information is used;
request access to the personal information we hold about you;
request correction of inaccurate or incomplete information;
request deletion of your personal information where appropriate;
request that we restrict how we use your information;
object to certain types of processing;
withdraw your consent where processing is based on consent;
request a copy of your personal information in a portable format where applicable;
lodge a complaint with the Information Commissioner’s Office (ICO).
We aim to respond to all valid requests as quickly as possible and, where required by law, within one month.
Some requests may take longer if they are particularly complex, but we will always keep you informed.
We encourage you to keep your information accurate and up to date.
If your details change, or you believe any information we hold about you is incorrect, please let us know.
If you have a customer account, you may be able to update certain information directly through your account.
Alternatively, you can contact us using the details provided below.
Where we rely on your consent to process personal information, you are free to withdraw that consent at any time.
For example, if you have subscribed to Keep Me Updated, you may withdraw your consent by:
clicking the unsubscribe link included within our marketing emails; or
contacting Keaze directly using the contact details below.
Withdrawing your consent will not affect the lawfulness of any processing carried out before your consent was withdrawn.
The Keaze Platform uses cookies and similar technologies to improve your experience, understand how our website is used and help us continually improve our services.
Cookies may be used to:
remember your preferences;
improve website performance;
maintain website security;
understand how visitors use our website;
support essential website functionality;
measure the effectiveness of our communications.
Where required by law, we will ask for your consent before placing non-essential cookies on your device.
You can also manage or remove cookies through your browser settings at any time.
Further information is available in our Cookie Policy.
The Keaze Platform may contain links to third-party websites operated by housing providers, partner organisations or other external businesses.
We are not responsible for the privacy practices or content of those websites.
We encourage you to read the privacy information provided by any third-party website before submitting personal information.
If you have any questions about this Privacy Policy or how we use your personal information, please contact us.
Keaze Limited
Balfour House
46–54 Great Titchfield Street
London
W1W 7QA
Email: contact@keaze.com
Telephone: 020 3640 7111
If you are contacting us regarding your personal information, please provide sufficient detail to help us identify your records and respond as quickly as possible.
We hope we can resolve any questions or concerns directly.
If you are unhappy with how we have handled your personal information, please contact us first so we have the opportunity to investigate and resolve the matter.
If you remain dissatisfied, you have the right to complain to the Information Commissioner’s Office (ICO).
Information about making a complaint is available from:
www.ico.org.uk
From time to time, we may update this Privacy Policy to reflect:
changes to our services;
changes to technology;
changes to applicable legislation;
improvements to our business processes;
feedback from customers.
The latest version will always be published on the Keaze Platform.
Where changes are significant, we may also notify customers through appropriate channels where reasonably practicable.
Your continued use of the Keaze Platform following the publication of an updated Privacy Policy constitutes acknowledgement of the revised policy.
Thank you for trusting Keaze.
We understand that buying, selling and managing a shared ownership home can be a significant journey. Protecting your personal information is an important part of earning and maintaining that trust.
We are committed to handling your information responsibly, transparently and securely, while continuing to improve the services we provide.