Last updated: 25 October 2026
This policy explains what personal information Bnbly Response collects, why, who we share it with and your rights. It covers the website www.bnblyresponse.co.uk, our membership, fault reporting and emergency call-out services.
1. Who we are
Bnbly Response is a service of Bnbly, run by A S K B Property Ltd, a company registered in England and Wales (company number 16618525), registered office c/o Milsted Langdon LLP, Freshford House, Redcliffe Way, Bristol, BS1 6NL. We are the data controller for the information described here.
Questions about this policy or your information: email hello@bnbly.co.uk.
2. What we collect
When you join
- Your name, mobile number and email address, whether you're a landlord, homeowner or agent, and how you'd like us to contact you.
- Property details: address, postcode, type of property, number of bedrooms, who lives there and how many properties you'd like covered.
- Access and useful details: how we get in, a tenant's or occupant's name and phone number, the stopcock location, heating type and any notes you add.
- Your choice about marketing emails, how you heard about us, and which advert or link brought you to the site.
When you report a fault or request an emergency call-out
- A description of the problem, where it is, how urgent it is, access arrangements, contact details for the person on site and any photos you upload.
When you pay
- Payments are taken by Stripe. We never see or store your card details. Stripe tells us your customer and subscription reference and whether a payment succeeded, failed or was cancelled.
When you use the chat assistant
- Our websites (bnblyresponse.co.uk, bnbly.co.uk, landlords.bnbly.co.uk, westonholidays.co.uk and stays.bnbly.co.uk) have a chat assistant powered by AI. We keep what you type, the assistant's replies, the page you started on and a scrambled (hashed) version of your IP address, so our team can follow up and improve the answers.
- If you choose to leave your name, phone number, email or property details in the chat, we use them to get back to you about your enquiry.
- Chats are deleted after 12 months unless they lead to work, in which case they're kept with that record. Please don't type sensitive personal details or card details into the chat.
When you call our phone line
- Our main phone line is answered by an AI assistant, which tells you it's an AI at the start of the call. Calls are recorded and transcribed so the assistant can answer you and so our team can follow up. We keep the transcript, a short summary, your phone number and the time and length of the call.
- If you give your name, phone number, email, property address or details of a problem, we use them to call you back or to send an engineer. Emergency details are passed to the engineer on call.
- Call transcripts are deleted after 4 months unless they lead to work, in which case the details are kept with that record. You can ask to speak to a person at any time and we'll call you back.
When you use the website
- Technical information our hosting provider records automatically, such as your IP address and browser type, used for security and to block abuse. Failed sign-in attempts are recorded against a scrambled (hashed) version of your IP address for up to one hour.
- If you accept cookies, information about how you use the site and which adverts you saw. See Cookies.
Information about other people
If you give us details about a tenant, occupant or someone else at the property, please make sure they know you've shared them with us so we can arrange access.
3. How we use it and our legal reasons
| What we use it for | Legal reason (lawful basis) |
|---|---|
| Setting up and running your membership, giving Priority members the Response line, attending call-outs, sending job references and reports, and taking payment | To perform our contract with you |
| Responding to non-member emergency requests and calling you back | To take steps you've asked for before entering a contract |
| Keeping the service secure, stopping misuse of the Response line and forms, and improving our service | Our legitimate interests |
| Sending property tips and offers by email | Your consent (you can withdraw it at any time) |
| Analytics and advertising cookies | Your consent (you can change your choice at any time) |
| Keeping invoices and accounting records | Legal obligation |
We don't sell your information and we don't use it for automated decisions that have legal or similarly significant effects on you.
4. Who we share it with
- Our own team, including the engineers who attend your property.
- Stripe, to take and manage membership payments.
- Hostinger, who host this website and send our automated emails.
- ElevenLabs, who provide the AI voice assistant that answers our phone line, and Twilio, who connect the calls. They process call audio and transcripts to run the call.
- Anthropic, who provide the AI that runs our chat assistant. They process chat messages to generate replies and don't use them to train their models.
- Google, who provide our business email (Google Workspace), and Google Analytics if you accept cookies.
- Meta (Facebook and Instagram), only if you accept advertising cookies.
- Specialist contractors, only where a job needs one and we've agreed it with you.
- The police, regulators or courts where the law requires it.
Some of these providers may process information outside the UK, including in the United States. Where they do, transfers are protected by UK-approved safeguards such as the UK Extension to the EU–US Data Privacy Framework or the UK International Data Transfer Agreement.
5. How long we keep it
- Membership details: while you're a member, then up to 6 years after you leave, so we can deal with any queries or claims and meet accounting rules.
- Fault reports, emergency requests and photos: up to 6 years after the job, as a record of the work done. Requests where no work went ahead are deleted after 12 months.
- Payment records: 6 years, as required for tax and accounting.
- Marketing preferences: until you unsubscribe or ask us to delete them.
6. Your rights
Under UK data protection law you can ask us to:
- give you a copy of the information we hold about you;
- correct anything that's wrong or incomplete;
- delete your information, where we no longer need to keep it;
- restrict or object to how we use it, including stopping marketing at any time;
- send your information to you or another organisation in a portable format.
Email hello@bnbly.co.uk to make a request. We'll reply within one month. It's free in most cases.
If you're unhappy with how we've handled your information, please tell us first so we can put it right. You can also complain to the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113.
7. Keeping it safe
Member and job records are stored on our secure server outside the public part of the website and can't be opened from a browser. The site uses an encrypted (HTTPS) connection, member sign-in is protected against repeated guessing, and the members-only Response line is only shown to paid-up members.
8. Cookies
Cookies are small files saved by your browser. We use as few as possible.
| Name | What it does | Type |
|---|---|---|
| bnblyresp | Keeps you signed in on the member login page. Deleted when you close your browser. | Essential |
| bn_consent (browser storage) | Remembers whether you accepted or rejected optional cookies. | Essential |
| bn_src (browser storage) | Remembers which advert or link first brought you to the site, so we know which ones work. | Essential to our marketing records |
| _ga, _ga_* | Google Analytics: counts visits and how the site is used. | Optional, only if you accept |
| _fbp, _fbc | Meta Pixel: measures which Facebook and Instagram adverts lead to sign-ups. | Optional, only if you accept |
You can change your choice at any time using Cookie settings, or clear cookies in your browser settings.
9. Children
Our services are for adults who own or manage property. We don't knowingly collect information from anyone under 18.
10. Changes to this policy
We'll update this page if anything changes and show the date at the top. If the changes are significant, we'll tell members by email.