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Privacy & Cookie Policy

Last updated: 2 November 2026

Fells New Forest and Fells Coastal respect your privacy and are committed to protecting your personal information.

This policy explains how we collect, use and protect your information when you visit our websites, contact us or use our sales, lettings and property management services.

It covers our websites at fellsnewforest.co.uk, fellsnewforest.com, fellscoastal.co.uk, fellscoastal.com, fellsproperty.co.uk and fellsproperty.com.

1. Who we are

Fells New Forest is a trading name used by:

  • Fells New Forest Ltd

  • ESH Estates Ltd

  • Place Estate Agents Ltd

Fells Coastal is a trading name used by:

  • Fells New Forest Ltd

  • ESH Estates Ltd

These are separate legal companies. The company responsible for your service will be identified in your agreement or when we collect your information. Where companies jointly determine how your information is used, we will explain their responsibilities.

For privacy enquiries or requests concerning your personal information, please contact:

Fells New Forest
5–7 Southampton Road
Ringwood, Hampshire
BH24 1HB
Email: ringwood@fellsnewforest.com

Fells Coastal
5 Church Hill
Milford on Sea, Hampshire
SO41 0QH
Email: milford@fellscoastal.com

Please mark your correspondence “Privacy enquiry”.

2. Information we collect

Depending on your relationship with us, we may collect:

  • Your name, address, telephone number and email address.

  • Property details, search preferences, viewing history and feedback.

  • Valuations, offers, instructions and transaction records.

  • Identification documents, proof of address and source-of-funds information.

  • Employment, income, affordability and tenancy referencing information.

  • Payment, tenancy and deposit records.

  • Property inspection and maintenance information.

  • Emails, correspondence, recorded telephone calls and call transcripts.

  • Website information, including your IP address, device details and cookie preferences.

Where sensitive information is needed, such as information about accessibility requirements, we will explain why we need it and the additional legal condition permitting its use.

3. How we collect information

We collect information when you contact us, complete an enquiry form, request a valuation, register for property updates, arrange a viewing, make an offer, apply for a tenancy or instruct us to act for you.

We may also receive relevant information from property portals, buyers, sellers, landlords, tenants, solicitors, employers, referencing providers, identity verification services and public records.

4. How we use your information

We use personal information to:

  • Respond to enquiries and provide property services.

  • Arrange valuations and viewings.

  • Progress offers, sales and tenancy applications.

  • Manage properties, maintenance, payments and deposits.

  • Communicate with the people involved in a property transaction.

  • Complete identity, referencing and legally required checks.

  • Send requested property updates and permitted marketing.

  • Maintain business records and handle complaints or disputes.

  • Support compliance and staff training.

  • Protect and improve our systems and services.

If information is required by law or necessary to provide a service, we will explain this when requesting it. Without that information, we may be unable to proceed.

5. Our lawful bases

We use personal information where an appropriate lawful basis applies.

Contract: to perform an agreement with you or take steps you request before entering into one.

Legal obligation: to complete checks, disclosures and record keeping required by law.

Legitimate interests: to coordinate property transactions, administer our services, train staff, resolve complaints and protect our business. We balance these interests against your privacy rights.

Consent: where required for marketing, optional cookies or other specified activities. You can withdraw consent at any time without affecting earlier lawful processing.

The basis we rely on depends on the activity and your relationship with us.

6. Identity checks and tenant referencing

Where required, we carry out identity, anti-money laundering and source-of-funds checks. We may use specialist providers, including Landmark AML, to assist with these checks.

For tenancy applications, we may obtain information about employment, income, credit history and previous tenancies. Relevant information may be shared with the landlord and our referencing provider, Canopy, to assess the application.

Additional information about these checks will be provided during the relevant process.

7. Sharing your information

Fells New Forest Ltd, ESH Estates Ltd and Place Estate Agents Ltd share relevant customer records and systems to coordinate property services and business administration.

We may also share relevant information with:

  • Buyers, sellers, landlords, tenants and their authorised representatives.

  • Solicitors, conveyancers and professional advisers.

  • Identity verification, compliance and referencing providers.

  • Deposit protection schemes.

  • Contractors, inventory providers, surveyors and energy assessors.

  • Technology, communications and business service providers.

  • Regulators, public authorities and law enforcement bodies where required or otherwise permitted by law.

Our business providers include Street.co.uk, AgentConnect, Landmark AML, Spectre, Canopy, OpenAI and 3CX. We also use Google Ads and Meta advertising services.

The information shared depends on the service being provided and the purpose involved.

8. Call recording and artificial intelligence

We record and transcribe telephone calls through AgentConnect and 3CX for compliance and staff training. Recordings and transcripts may contain your contact details and other personal information discussed during a call.

We use AI tools, primarily ChatGPT Business provided by OpenAI, to assist with preparing property descriptions, drafting and reviewing communications, and processing or summarising customer information, emails and call transcripts.

These activities may involve personal information contained in customer records and communications. The lawful basis depends on the underlying purpose described in this policy.

9. Marketing and property updates

Our marketing may feature both Fells New Forest and Fells Coastal.

We send marketing emails and texts where you have given appropriate consent or where the existing-customer exception legally applies. That exception is limited to the company that collected your details and its own similar services, with an opportunity to opt out when your details are collected and in subsequent messages.

Sharing customer records between our companies does not automatically extend marketing permissions.

You can unsubscribe using the link in our messages or contact either office. We may retain limited details to ensure we respect your opt-out.

Necessary service messages, such as viewing confirmations or maintenance updates, may continue.

10. International processing

Some of our service providers may store or process your personal information outside the UK.

Where this happens, applicable data protection law requires appropriate protection, such as UK adequacy regulations or approved contractual safeguards.

For further information about international processing relevant to your information, please contact us using the details above.

11. Keeping your information

We keep your personal information only for as long as necessary to provide our services, meet legal and regulatory obligations, and deal with complaints, disputes or legal claims.

When your information is no longer required, we securely delete or anonymise it.

12. Your rights

Depending on the circumstances, you may have the right to:

  • Access your personal information.

  • Correct inaccurate or incomplete information.

  • Request deletion or restrict how information is used.

  • Object to processing based on legitimate interests.

  • Receive certain information in a portable format.

  • Withdraw consent where we rely on it.

You can object to the use of your information for direct marketing at any time.

Contact either office to make a request. We may need to verify your identity. We normally respond within one month and will explain any permitted extension.

You can also raise concerns directly with the Information Commissioner’s Office.

13. Security

We take appropriate technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

We limit access to those who need information for their work and use appropriate arrangements with providers handling information on our behalf.

14. Cookies and similar technologies

Cookies are small files stored on your device. Similar technologies, including advertising pixels, may also collect information about your interaction with a website.

Essential technologies support necessary website functions, including security and remembering your cookie choices.

Advertising technologies, including those associated with Google Ads and Meta, may be used to measure advertising performance and support relevant advertising.

We ask for consent before activating advertising cookies or similar technologies. You can reject optional technologies or change your preferences through the cookie controls on our websites.

Information about the technologies used, their providers, purposes and durations is available through those controls.

You can also manage cookies through your browser settings. Blocking essential cookies may affect website features.

15. Changes to this policy

We may update this policy when our services, systems or legal obligations change. The latest version will appear on our websites with the updated date.