Privacy

Who holds your information

klevva runs maintenance for letting agents. If you are a tenant, your letting agent decides what happens to your information and we handle it on their instructions. If you are a contractor, we hold your details ourselves so we can offer you work and pay you.

Either way, you can ask us anything about your information at info@klevva.co.uk, and we will put you in touch with your letting agent where the answer is theirs to give.

What we hold, and why

If you are a tenant:

• Your name, email address and phone number, so we can tell you when somebody is coming.
• The address you live at, and the dates of your tenancy.
• What you report, in your own words, and any photographs you send. The words matter: a repair is judged on what was reported, not on how somebody later summarised it.
• Anything your letting agent has recorded about needing extra help getting to the door, if they have. A contractor is told you may take longer to answer. They are never told why.
• Messages between you and the contractor, which stay inside the app so neither of you needs the other's number.

If you are a contractor:

• Your firm's name, contact details, trades, and the certificates and insurance you file with us.
• The jobs you are offered, what you quote, and when you attend.
• Photographs of your work, carrying the time your phone recorded and, if you allow it, where your phone believed it was. You can refuse the location and the photograph still uploads; we record what your phone reported rather than claiming it proves anything.

Who sees it

• Your letting agent, and klevva staff who run the work.
• The contractor attending, who is given the address, a way to reach you through us, and what they need to do the job safely. Not your reported words about anything else.
• Your landlord, where the letting agent sends them the record of a repair. Landlords have no account and cannot browse anything.
• A council, ombudsman, insurer or court, if one asks and the agent has to answer. That is the point of keeping the record.

We do not sell anything to anybody, and nothing here is used for advertising or tracking.

Companies that help us do it

Each one does a particular job, and gets only what that job needs:

• Anthropic. Runs the conversation when you report a repair, reads the certificates your agent uploads, writes the summaries an agent sees, and answers questions an agent asks about their own portfolio. What it gets: What you wrote about the repair, the photographs you sent, and the documents an agent uploads — which carry addresses, and on a gas certificate an engineer’s registration number. Voice notes are not sent to it: nothing transcribes them, so a recording stays on klevva’s own servers.
• Replicate. Hosts an alternative model for the same triage work, where klevva is set up to use it instead. What it gets: The same: what you wrote about the repair, and any photographs.
• Mailjet. Sends our email. What it gets: Your name, your email address, and whatever the message itself says about a repair at your address.
• Twilio. Sends our text messages and connects masked phone calls, where those are switched on. What it gets: Your phone number and the text of the message.
• Stripe. Takes payment when an agency pays a klevva bill. What it gets: An agency’s billing details. No tenant or contractor data reaches Stripe.
• Our own servers. Hold everything else and produce the PDFs. What it gets: Everything klevva keeps.

Some of those hold or process information outside the United Kingdom: Anthropic, Replicate, Twilio, Stripe. That means what you wrote about a repair, and the photographs you sent with it, can leave the UK. It is the part of this page worth reading twice.

A person at klevva or at your letting agent confirms or overrules anything a model suggests before it changes what happens to your repair. The models are used to read, summarise and suggest. They do not decide.

How long it is kept

A repair record is kept for as long as your letting agent and landlord are required to keep it, which is years rather than months. It is the evidence that a problem was reported and dealt with, and under Awaab's Law it is what shows whether it was dealt with in time.

That record cannot be edited afterwards. Each entry is sealed against the one before it, so a missing or altered entry can be detected. We did that deliberately: a record anybody could quietly change is worth nothing to the person who needs it.

Deleting your account

You can delete your account in the app, under your name at the top of the screen. It takes two taps and cannot be undone.

What goes: your name, email address and phone number, your password, and every device you are signed in on.

What stays: the record of your repairs, including photographs and timings, with your name removed from it. We keep that because your landlord and letting agent are legally required to, and the law that gives you the right to be forgotten makes an exception for exactly this (UK GDPR Article 17(3)(b)). If you reported a dangerous flat, closing your account should not destroy the proof that you did.

What you can ask for

A copy of what we hold, a correction, deletion where we are allowed, and a complaint to the Information Commissioner's Office if we handle any of that badly. Email info@klevva.co.uk and we will answer within a month.