Our policies.

Complaints policy

We aim to provide a valuable service and to keep our clients satisfied. If something has gone wrong, we want to hear about it so we can put it right.

How to raise a complaint

1. Call your contact at Sena Homes and explain what has gone wrong.
2. If you're still unhappy, email a written complaint to info@senahomes.co.uk.
3. Please include an outline of the complaint and why our service fell short, the outcome you'd like, the names of anyone involved, and any supporting documents.

What happens next

• We'll acknowledge your complaint within 3 working days.
• We'll send a full response within 10 working days of that acknowledgement.
• If we can't meet that deadline, we'll explain why and give you an expected response date.
• Once we've sent our final written response, we may close the complaint.

The Property Redress Scheme

We are members of the Property Redress Scheme (PRS), membership number PRS056515. The PRS is a government-approved redress scheme and is free for complainants.

You can refer your complaint to the PRS once you have completed our internal complaints procedure, or if 8 weeks have passed since you made your written complaint to us. You must contact the PRS within 6 months of our last communication about the matter.

Privacy policy

This policy explains how Sena Homes collects and uses personal information when you visit this website, make an enquiry, or respond to one of our adverts.

Sena Homes is registered with the Information Commissioner's Office (ICO), registration reference ZC085327.

What we collect

• Details you give us when you make an enquiry, such as your name, email address, phone number, property postcode and any information you include in your message.
• Details you submit through our adverts on Facebook or Instagram, if you complete one of our enquiry forms there.
• Basic technical information that our web host records automatically, such as your IP address and browser type, which is used to keep the website secure and working.

How we use it

• To respond to your enquiry and discuss whether we can work together.
• To manage any agreement we enter into with you.
• To meet our legal and regulatory obligations.

We use your information on the basis of our legitimate interest in responding to enquiries, or because it is needed to take steps towards, or carry out, an agreement with you. We do not sell your information.

Who we share it with

We only share your information with service providers who help us run our business, such as our website host and email provider, or where we are required to by law. If you complete a form on Facebook or Instagram, Meta also processes that information under its own privacy policy.

Cookies

This website does not use advertising or analytics cookies.

How long we keep it

We keep enquiry information only for as long as we need it to respond and follow up, and information relating to an agreement for as long as the law requires.

Your rights

You can ask to see the personal information we hold about you, and ask us to correct or delete it. To do so, email info@senahomes.co.uk.

If you're unhappy with how we've handled your information, you can complain to the Information Commissioner's Office at ico.org.uk.

Changes to this policy

We may update this policy from time to time. The latest version will always be on this page.

Last updated November 2026.