Duty desk · 24/7 · --:-- UK
Serviced apartments and houses across 136 UK & Ireland locations — matched to school, commute, care and pets, usually within hours.
Alternative accommodation for policyholders — suitability assessed at source, claim spend controlled.
OpenThe right serviced home within hours; a hotel only for the first night, only when nothing suitable is free.
OpenAssignees, new hires and families given a furnished landing place, extendable while the permanent home is found.
OpenProject crews housed within a drive of the gate — costed at tender, planned around the rotation.
OpenClinicians within reach of the trust, priced for long rotations, invoiced to the employer.
OpenCast and crew near the unit base for the length of the shoot, billed to the production.
OpenSelf-catering apartments and houses for weeks and months — families, sabbaticals, anyone between homes.
OpenCorporate travel and a global distribution platform — air, hotels, transfers, car hire, rail, insurance and packages — interconnected with this site.
OpenLegal
1.1 GRHUM LTD ("GRHUM", "we", "us") provides serviced, emergency, relocation and project accommodation across the UK and Ireland. We are the controller of the personal data described in this policy. Company no. 15105703 (England and Wales); registered office 3 Sussex House, Stratton Close, Edgware HA8 6PY; registered with the Information Commissioner's Office, no. ZB841597.
1.2 Our Data Protection Lead oversees this policy. Contact details are in section 16.
1.3 We comply with the UK GDPR, the Data Protection Act 2018, the Privacy and Electronic Communications Regulations 2003 and, for stays and visitors in Ireland, the EU GDPR and the Data Protection Acts 1988–2018.
Clients and their staff (insurers, loss adjusters, housing providers, employers, production companies and other organisations that book with us); guests and members of their household; suppliers (landlords, operators, hotels and contractors) and their staff; visitors to our website and portals; people who contact us; and job applicants.
| Group | Personal data |
|---|---|
| Clients | Name, job title, organisation, work contact details, booking and claim references, billing and payment details, correspondence |
| Guests | Name, contact details, nationality, photo ID, a photograph for identity checks, names of other guests aged 16 or over, household make-up (including children's first names and ages where needed for the booking), reason for placement, locations that matter to the stay (school, workplace, hospital), vehicle and pet details, arrival and departure dates, signature and its audit record (date, time, IP address and device), welfare and incident records, and damage or charge records |
| Suppliers | Name, business details, contact and bank details, property details, compliance certificates and insurance, correspondence |
| Website and portal users | IP address, browser and device details, pages viewed, login data, and cookie choices (see our Cookie Policy) |
| Anyone who contacts us | Name, contact details, the content of emails, WhatsApp messages and calls, and call recordings and transcripts |
| Job applicants | CV, contact details, right-to-work information and interview notes |
4.1 To find suitable accommodation, we may hold information about a guest's disability, mobility, medical or care needs, or an assistance dog. This is "special category" data.
4.2 We use it only to arrange and support the stay, and share it only with those who need it (for example, to confirm step-free access). Our legal bases are the guest's explicit consent; the vital interests of a person in an emergency; the safeguarding of children and adults at risk (Data Protection Act 2018, Schedule 1); and the establishment or defence of legal claims.
4.3 Where a client provides this information about a guest, the client confirms it has a lawful basis to share it with us.
From you directly; from the client who books a stay for you; from suppliers and property managers; from our identity verification process; from public sources such as Companies House; and from our website analytics providers.
| Purpose | Legal basis |
|---|---|
| Finding, booking and managing accommodation | Contract; legitimate interests (serving our clients) |
| Verifying guest identity and keeping the guest register | Legal obligation (Immigration (Hotel Records) Order 1972); legitimate interests (preventing fraud and protecting property) |
| Managing guest welfare, incidents and safety | Legitimate interests; vital interests; safeguarding |
| Invoicing, payments and debt recovery | Contract; legal obligation (tax and company law); legitimate interests (recovering sums due) |
| Supplier onboarding and compliance checks | Contract; legitimate interests (guest safety) |
| Handling damage claims, complaints and disputes | Contract; legitimate interests; legal claims |
| Recording and transcribing calls | Legitimate interests (accurate records, quality and training) |
| Business-to-business marketing | Legitimate interests, with an opt-out in every message |
| Marketing to individuals | Consent |
| Running and securing our website and systems | Legitimate interests; consent for non-essential cookies |
| Recruitment | Steps before a contract; legal obligation (right-to-work checks) |
7.1 Calls to and from our team may be recorded and transcribed. We tell callers at the start of the call.
7.2 We use software, including automated and artificial intelligence tools, to transcribe calls, summarise messages and route enquiries to the right team member. Decisions about bookings, charges and stays are made by people. We do not make decisions with legal or similarly significant effects on you by automated means alone.
7.3 Some properties have security cameras or video doorbells covering entrances, exteriors or shared areas, and some have noise or air-quality sensors that measure levels only and do not record audio. These are disclosed to guests before arrival. Cameras are never placed in bedrooms, bathrooms or private living areas.
Only what is necessary, with: property owners, operators and managers; the client who booked the stay; service partners (housekeeping, key-holding, removals and storage); IT, hosting, telephony, messaging, e-signature, transcription and payment providers acting on our instructions; our professional advisers, insurers and auditors; the police, courts, local authorities and regulators where the law requires or allows; and a buyer or successor of our business, under the same protections. We never sell personal data.
Our core systems are hosted in the UK or EEA. Some providers, including Google, Meta (WhatsApp) and Microsoft, may process data in the United States or elsewhere. We rely on UK adequacy regulations (including the UK–US Data Bridge), the International Data Transfer Agreement or standard contractual clauses, with transfer risk assessments where required.
Personal data is encrypted in transit (TLS 1.2 or higher) and at rest (AES-256), held on access-controlled systems, and available only to staff who need it. Identity documents are uploaded through single-use, time-limited links. We hold Cyber Essentials certification and train staff annually. If a personal data breach is likely to put you at risk, we will notify the ICO within 72 hours and tell you without undue delay where the law requires.
| Record | Retention |
|---|---|
| Copies of guest ID documents and identity photographs | 90 days after check-out, or longer while a claim or dispute is open |
| Guest register (names, nationality, ID details) | 12 months after check-out |
| Health and accessibility needs | Until the end of the placement, unless linked to an incident or claim |
| Bookings, invoices, signed terms and signature records | 7 years after the end of the stay |
| Welfare and incident records | 7 years, or longer if a claim is notified |
| Supplier compliance documents | The life of the supplier relationship plus 7 years |
| Call recordings and transcripts | 12 months, unless needed for a dispute |
| Enquiries that do not lead to a booking | 12 months |
| Marketing contacts | Until you opt out, reviewed every 24 months |
| Unsuccessful job applications | 6 months |
| Website server logs | Up to 12 months |
After these periods, data is securely deleted or anonymised.
You have the right to access your personal data; to have it corrected; to have it deleted in certain circumstances; to restrict or object to its use, including an absolute right to object to direct marketing; to receive it in a portable format; and to withdraw consent at any time without affecting earlier processing. There is normally no fee. We will respond within one month of receiving your request (or of confirming your identity), extendable by two months for complex requests, in which case we will tell you why.
13.1 If you are unhappy with how we have handled your personal data, please complain to us first, by email to info@grhum.co.uk or through the complaints form at grhum.co.uk/complaints. We will acknowledge your complaint within 30 days (in practice within 2 working days) and respond without undue delay.
13.2 You may also complain to the Information Commissioner's Office (ico.org.uk, 0303 123 1113) or, for stays or visits in Ireland, the Data Protection Commission (dataprotection.ie).
Our website is not intended for children. We hold children's details only where needed to accommodate a family, provided by a parent, guardian or the booking client, and we protect them with particular care.
We review this policy at least once a year. We will tell anyone with a live booking about any material change.
Data Protection Lead, GRHUM LTD, 3 Sussex House, Stratton Close, Edgware HA8 6PY · info@grhum.co.uk · +44 20 8050 7656. Guests may also contact guestsupport@grhum.co.uk or our 24/7 line on +44 7471 178622.
GRHUM LTD · Registered in England and Wales no. 15105703 · 3 Sussex House, Stratton Close, Edgware HA8 6PY · All legal documents · Back to top
Questions about this document
Email info@grhum.co.uk, or write to the registered office marked "Data protection". We reply within the working day.
Email usOut of hours · guest support
Emergency decant and same-night placements go straight to the duty team.
Everywhere we put people
We use strictly necessary cookies to run this site and its portals. With your permission we'd also like to use analytics cookies to see how pages are used, so we can improve them. We don't use advertising cookies. Read our Cookie Policy and Privacy Policy.
IP addresses are masked and advertising features are off. Full details in our Cookie Policy.