Privacy Statement

BM Estates — updated to cover our website, AI voice assistant, and chatbot

We respect your privacy. Any information you provide on this website, or through our AI voice assistant or chatbot, is confidential. This website, www.bmestates.com, and our AI voice assistant and chatbot comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018 when dealing with all data received from visitors and callers.

For the purpose of UK GDPR, the Data Controller is: BM Estates, 312 Saviours Rd, Leicester, Leicestershire, LE5 4HJ.

Applicability

This Policy applies to your use of this website and to your interactions with our AI voice assistant and chatbot, which may contain links to other websites. We have no control over how your data is collected, stored, or used by other websites and we advise you to check the policies of any such websites before providing any data to them.

About This Website and Our AI Assistant

The purpose of this website is to provide property-related marketing information and other services as undertaken by BM Estates. To help handle enquiries efficiently, we also use an AI voice assistant for phone calls and an AI chatbot on this website to answer questions, register interest in properties, and arrange viewings or valuations.

Information We Collect and Process About Individuals

We only store data that is necessary and relevant to the services provided by our company. Any processing of your data is only done to provide or perform the services you have requested.

We collect and process personal information from individuals:

• Who are authorised to log in to their personal account on this website.

• Who register on this website to receive marketing material.

• Who contact us, register their interest in a property, or book a viewing via our AI voice assistant or chatbot.

The information collected includes your name, telephone number and email address, together with other personal information that you may provide at the time of registration, enquiry, or during a call or chat, such as property preferences, budget, and appointment details. Where you interact with our AI voice assistant or chatbot, this may also include a voice recording, call transcript, or chat log of that interaction.

Why We Collect Your Personal Data

We need to collect some personal data from you so that we can provide you with the services you have requested, whether by registering on this website, speaking with our AI voice assistant, or messaging our chatbot. We will not collect any personal data that we do not need to provide these services to you.

What We Do With Your Personal Data

We will use the data you have provided to match you to suitable properties, arrange viewings or valuations, and send you property marketing emails. We do not share your personal details with unaffiliated groups without your explicit permission.

We may share some of your personal information with certain groups, including affiliated third parties and contractors such as our database administrators and AI service provider, for the sole purpose of helping us provide property services to you. These groups do not share your personal information or use it for any purpose other than as instructed by us.

When you give BM Estates your personal information, we take steps to ensure that your information is treated securely. Whilst we strive to protect your personal information, BM Estates cannot guarantee the security of any information you transmit to us across the internet or by phone, and you do so at your own risk.

The safety and security of your information also depends on you. Where you have a password to access certain parts of our website, you are responsible for keeping this password confidential. We ask you not to share your password with anyone.

Our AI Voice Assistant and Chatbot

Calls to BM Estates and chats on this website may be handled in whole or in part by an AI assistant. These interactions may be recorded and transcribed to help us respond to your enquiry, provide customer support, maintain accurate records, and improve our service.

You are informed of this at the start of the call or chat, for example: “This call may be recorded for training and monitoring purposes”.

Our AI voice assistant and chatbot are provided with the technical support of Oyik.AI, acting as a data processor on our behalf, in the same way that Estates IT Ltd supports our website.

Automated Decision-Making

Our AI assistant helps answer enquiries and book viewings or valuations, but it does not make decisions that produce legal effects or similarly significant effects on you without human involvement.

A member of the BM Estates team reviews and actions matters such as offers, tenancy agreements, or complaints. You have the right to object to automated decision-making and profiling. Please see the “Your Rights” section below.

Where Your Data Is Stored

The data that we collect from you via this website is stored on servers which are hosted in a secure location in England, UK. Data collected through our AI voice assistant and chatbot is likewise stored securely, using encryption and access controls, with the support of Oyik.AI.

How Long We Will Keep Your Personal Data

BM Estates retain any personal information you have provided through this website, or through our AI voice assistant or chatbot, for as long as is needed to provide you with an appropriate level of service, or until you request that it is deleted.

Call recordings and chat or call transcripts are retained only as long as necessary for quality, training, and service purposes. BM Estates must confirm the specific retention periods, for example 90 days for recordings and 12 months for transcripts.

Even if we delete your personal information, it may persist on back-up or archival media for legal, tax, or regulatory reasons.

Our Lawful Basis for Processing Your Personal Data

When you register on this website, speak with our AI voice assistant, or message our chatbot, our lawful basis for processing your data will usually be our legitimate interest in providing you with property marketing information and/or services that you have requested.

Where we are taking steps to arrange a viewing, valuation, or tenancy at your request, our lawful basis may instead be performance of a contract, or steps taken at your request prior to entering one.

Where you have given consent, for example to receive marketing communications, we rely on that consent.

Submitting Registration Information

The site registration forms require you to supply contact information: your name, telephone number, and email address.

By submitting registration information via this website, speaking with our AI voice assistant, or messaging our chatbot, you agree that BM Estates can use this information to match your property requirements and contact you. We will keep a record of that correspondence.

This website also includes Contact Us forms where you specify your preferred method of contact. Whether this constitutes a registration will depend upon the further details that you provide.

Your Rights

You have the right:

• To be informed.

• Of access.

• To rectification.

• To erasure.

• To restrict processing.

• To data portability.

• To object.

• To object in relation to automated decision-making and profiling.

If you believe that the personal data we hold about you is incorrect, you have the right to request in writing a copy of this data, free of charge, and have it corrected, restricted, or deleted, including voice recordings, call transcripts, or chat logs.

If you wish to complain about the way we handle your personal data, you can contact us to have the matter investigated. If you are not satisfied with our response, or you believe that we are not processing your personal data in accordance with the law, you have the right to complain to the Information Commissioner’s Office at ico.org.uk.

Removal From List

You may remove your information from the registration list and opt out of future marketing communications from BM Estates by sending an email to enquiries@bmestates.com. The subject line should contain only one word: REMOVE.

To request deletion of a voice recording, call transcript, or chat log specifically, please contact us using the same email address.

Cookie Policy

A cookie is a small string of text that a website can send to your browser to store user information for the purposes of distinguishing your browser from a previous visitor, by saving and remembering any preferences or passwords that may have been set while browsing that site.

Currently, this site uses Google Analytics cookies. You are free to refuse cookies from this website, but this may prevent you from accessing some parts of the site.

Cookies do not store or pass any personal data from this website. This is separate from any recording or transcription that takes place if you choose to speak with our AI voice assistant or chatbot, which is covered above.

What Information Is Automatically Collected When You Visit This Site

When you browse this site, your email address is not automatically collected, but our server may automatically gather and store the following information about your visit: your IP address; the type of browser and operating system used to access our site; the pages you visit; and the date and time of your visit.

We analyse our website logs to constantly improve the value of the materials available on this website. Our website logs are not personally identifiable, and we make no attempt to link them with the individuals who browse the site.

We use your IP address to help diagnose problems with our server and to administer our website. An IP address only provides information about who your internet service provider is. It cannot be used to personally identify you.

Estates IT Ltd and Oyik.AI’s Role

Estates IT Ltd developed this website and is a Data Processor for BM Estates. Estates IT Ltd does not collect information other than for the improvement of this website.

Oyik.AI provides and supports our AI voice assistant and chatbot and is likewise a Data Processor for BM Estates, acting only on our instructions.

If your enquiries about this privacy statement have not been satisfied through the above contact information, you can contact Estates IT Ltd, suppliers of PCHomes Estate Agents Software, for assistance with the website, or BM Estates directly for assistance with the AI voice assistant or chatbot.

Third Parties We Share Data With

We may share your data within our own organisation and with certain third-party providers, including but not limited to: our software and website providers, Estates IT Ltd; our AI voice assistant and chatbot provider, Oyik.AI; referencing providers; vendors and landlords; sub-contractors; and certain financial and government agencies.

Data Sharing, Resale or Disclosure of Information

Neither Estates IT Ltd nor Oyik.AI shares, sells, rents, loans, trades, or leases any personal information collected through this site or through our AI voice assistant and chatbot.

Information is passed through to BM Estates. The email address of BM Estates, which receives your personal information, is shown at the top of the registration form confirmation page.

Changes to This Privacy Policy

We may make changes to this policy from time to time. If we do, we will post the changes on this page. We recommend that you check this policy regularly.

If the changes are significant, we may also inform registered users of these changes by email.

Contacting Us About This Website

If you have any questions about this privacy statement, the practices of this site, or your dealings with our AI voice assistant or chatbot, you can contact:

BM Estates
312 Saviours Rd
Leicester
Leicestershire
LE5 4HJ

Email: enquiries@bmestates.com

Telephone: 0116 273 1414

Facsimile: 0116 273 4198

Registered Address

312 St Saviours Road, Leicester, LE5 4HJ

Privacy statement provided in part by Estates IT Ltd and Oyik.AI. Version 2.0.2026.

This statement is provided for general guidance and is not a substitute for legal advice. BM Estates should have it reviewed by a qualified solicitor before publishing, particularly around the retention periods for call and chat data noted above, and to confirm compliance with the Privacy and Electronic Communications Regulations (PECR) for cookies and the Telecommunications (Lawful Business Practice) Regulations 2000 for call recording.