Westerman Property Solutions Limited (“Westerman”, “we”, “us” or “our”) is committed to protecting your personal information. This policy explains how we collect, use, store and share personal information about tenants, prospective tenants, landlords, guarantors, contractors and anyone else we deal with in providing our property management services. It is designed to meet our obligations under the Privacy Act 2020, including Information Privacy Principles 3 and 3A.

Who We Are:

Westerman Property Solutions Limited is the agency that collects and holds your personal information. Our contact details are set out at the end of this policy. Our property management platform, Keyhook (operated by Propup Group Limited), also holds personal information on our behalf – see “Our Property Management Platform” below.

Information We Collect:

Depending on how you deal with us, the personal information we collect may include:

• Your name, contact details (phone, email, postal and residential address) and date of birth;
• Identity verification information, such as driver licence or passport details (copies are kept on file if your tenancy application is successful);
• Tenancy application information, including current and previous addresses, rental history, employment details, references, other occupants, pets and vehicles;
• Credit and tenancy history information, obtained with your authorisation;
• Bank account and payment details for rent, bond, landlord payments and invoices;
• Information about the property, including photos, videos and notes taken during inspections (which may show your belongings);
• For landlords: property ownership details and bank account details for rental payments;
• Records of your communications and interactions with us, including through the Keyhook platform and apps.

We collect most information directly from you. Where we collect it from someone else, please see “Collection of Information About You from Third Parties” below.

Purpose of Data Collection:

We collect your personal information to provide property management and related services. This includes processing tenancy applications (including identity, creditworthiness and reference checks); managing ongoing tenancies; collecting rent and processing payments; lodging and managing bonds with Tenancy Services; carrying out property inspections and meeting Healthy Homes Standards requirements; communicating with landlords and tenants; arranging maintenance and repairs; recovering money owed; meeting our legal obligations under the Residential Tenancies Act 1986 and other legislation; and general business administration.

Optional Information:

Providing certain information is optional. However, if you choose not to provide the information we ask for – including your date of birth, identification and full contact details – we may be unable to process your tenancy application or complete the tenancy process.

Our Property Management Platform (Keyhook):

We use Keyhook, a New Zealand property management platform operated by Propup Group Limited, to manage tenancy applications, tenancies, rent and bond payments, maintenance, inspections and communications. Your personal information is entered into and stored on Keyhook.

Keyhook also handles personal information under its own privacy policy, available at www.keyhook.com/privacy-policy. In particular, you should be aware that:

• Keyhook may keep tenants’ rental-related information (such as credit checks, payment history, rental history, inspection history and bond information) in a rental profile. This can be used to fast-track future applications on the platform, and may be made available to other landlords and property managers using Keyhook to assess your suitability as a tenant, including through rental scores or recommendations;
• Keyhook uses third-party providers to help verify identity and address information, provide customer support (Customerly) and facilitate rent payments (Akahu);
• If you choose to connect your bank account through Akahu, your bank account information is used to reconcile rent and bond payments and monitor arrears. This is optional and you can withdraw at any time through the Keyhook app;
• Keyhook or its partners may contact tenants to offer utility, insurance and related services, and Keyhook may receive a commission for these referrals. If you would prefer not to receive these offers, just let us know;
• Keyhook may use anonymised and aggregated data for statistical and product development purposes.

We encourage you to read Keyhook’s privacy policy. If you have any questions about how your information is handled on the platform, please contact us.

Sharing of Information:

We may share your personal information with the following parties where necessary to provide our services:

• Our landlord clients (in relation to their property);
• Keyhook and the service providers it uses to operate the platform;
• Maintenance contractors and tradespeople;
• Credit reporting agencies (Centrix), the Ministry of Justice and identity verification providers, as part of tenant checks run through Keyhook;
• Referees, who Keyhook may contact on our behalf;
• Tenancy Services (MBIE), the Tenancy Tribunal, or other government agencies where required or permitted by law;
• Utility providers and insurers, where relevant to the tenancy or a claim;
• Debt collection agencies, where applicable;
• Our professional advisers (such as legal or accounting professionals);
• Anyone else you have authorised us to share it with.
• We do not sell your personal information to any third party.

Storage and Security:

We take the security of your information seriously. Your information is stored electronically on Keyhook. Access is restricted to our authorised staff. Keyhook’s security measures include access controls, encryption of sensitive information (such as tenancy, bond and financial details) and secure cloud hosting.

Keyhook hosts its databases on restricted private cloud networks protected by Google-provided firewalls, and information may be stored on servers located outside New Zealand. Where we disclose personal information to anyone overseas, we will only do so where permitted under the Privacy Act 2020 – for example, where they are subject to comparable privacy safeguards.

Collection of Information About You from Third Parties (IPP3A):

Under Information Privacy Principle 3A (IPP3A) of the Privacy Act 2020, which applies from 1 May 2026, when we collect personal information about you from someone other than you, we will take reasonable steps to let you know. This can happen when we are:

• Carrying out reference checks with previous landlords, property managers or employers;
• Running tenant checks through Keyhook, including Centrix credit reports and background checks of public records and online sources (such as the Tenancy Tribunal, Insolvency Register, Companies Office, court judgments, news media, and web and social media);
• Viewing rental profile and tenancy history information held on the Keyhook platform;
• Receiving information about tenants from a landlord when we take over management of a property;
• Receiving information about a co-applicant, guarantor or other occupant as part of a tenancy application;
• Receiving information from Tenancy Services or the Tenancy Tribunal; or
• Receiving information from contractors, body corporates, neighbours or other parties in the course of managing a property.

Where this happens, we will let you know as soon as reasonably practicable: what information was collected and why; who may receive it; our name and contact details (and those of any other agency holding it, such as Keyhook); whether the collection is authorised or required by law; and your rights to access and correct your information. Often we will do this by directing you to this policy.

We may not need to notify you where an exception under the Privacy Act 2020 applies – for example, where you are already aware of the collection, the information is publicly available, or notification would prejudice the maintenance of the law or put someone’s health or safety at risk.

If you give us personal information about someone else (for example, a co-applicant, guarantor or referee), please let them know and point them to this policy.

Retention of Information:

We keep personal information only for as long as it is needed for the purposes for which it was collected, or as required by law – including record-keeping obligations under the Residential Tenancies Act 1986 and tax legislation. We may also keep records where they are needed to resolve a dispute, such as inspection photos relating to a bond claim. Where a tenancy application is unsuccessful, the information held on Keyhook is kept in line with Keyhook’s Terms of Service and Privacy Policy for as long as necessary for those purposes, including to support future applications and the applicant’s Keyhook rental profile. Paper copies of unsuccessful applications, including copies of ID, are securely destroyed. Once information is no longer required, we take reasonable steps to securely destroy or de-identify it.

Privacy Breaches:

If a privacy breach occurs that we believe has caused, or is likely to cause, serious harm, we will notify the Office of the Privacy Commissioner and the individuals affected as soon as practicable, as required by the Privacy Act 2020. If a breach involves the Keyhook platform, we will work with Keyhook to respond.

Your Rights:

Under the Privacy Act 2020, you have the right to ask for access to the personal information we hold about you, and to ask us to correct it if you believe it is inaccurate, out of date, incomplete or misleading. We will respond to your request as soon as reasonably practicable and no later than 20 working days after receiving it. We may need to confirm your identity before releasing any information. If we decline to correct your information, you can ask us to attach a statement of the correction you requested.

You can ask us to stop sending you marketing communications at any time.

If you are unhappy with how we have handled your personal information, please contact us first so we can try to put it right. You can also make a complaint to the Office of the Privacy Commissioner at www.privacy.org.nz.

Contact Us:

To make any request or enquiry about your personal information, please contact our Privacy Officer:

Privacy Officer: Rachel Robinson
Email: reception@westerman.co.nz
Phone: 07 378 6163
Mail: PO Box 362, Taupō 3351
Office: Level 1, 14 Ruapehu Street, Taupō

Changes to this Policy:

We may update this policy from time to time to reflect changes in the law, our systems or our services. The current version is available at westerman.co.nz or on request.
We take your privacy seriously and are committed to handling your personal information in accordance with the Privacy Act 2020, including Information Privacy Principle 3A. This policy was last updated September 2026.