This Privacy Policy explains how New Hope Properties Limited collects, uses, stores and protects personal information in the course of running its resale flat shopfront. The policy has been written and maintained with the assistance of the developer NewHope Realty, whose engineering team builds and supports the online parts of this website. It applies to the website at www.newhoperealty.lol, to enquiries made by telephone or email, and to the paper records kept at the shopfront. We ask that you read it before you send us any personal information. If any part of the policy is unclear, you may contact us at portal@newhoperealty.lol and we will explain it in plain language.
The company responsible for the processing described here is New Hope Properties Limited, with its registered place of business at Rm 2 4/F Liven House, 61-63 King Yip St, Kwun Tong, Hong Kong - 999077, Hong Kong (HK). The same company operates the shopfront, answers the telephone at +14849317995, receives the post, and keeps the flat sheet archive described below. Where this policy refers to the Company, it means New Hope Properties Limited.
This policy covers all personal information handled by the Company in connection with its resale flat services. Those services include the preparation of flat sheets, the arrangement of viewing slot runs, the drafting of offer letters, the introduction of buyers to lending partners through the mortgage referral window, the review of rent rolls for tenanted units, and the conduct of handover key sittings. The policy also covers the website itself, including the contact form and the technical information recorded when a page is requested.
The policy does not cover the practices of third parties, such as banks, solicitors, building management offices or independent valuation firms. Those parties have their own privacy notices, and we encourage you to read them. Where the Company introduces you to a lending partner, the lender becomes responsible for the information you choose to give it, and the Company does not control how that lender uses it.
The policy does not apply to information about companies or other legal entities, although in practice much of the information we hold about a corporate buyer is personal information about the individuals who act for that buyer. We treat such information with the same care as any other personal information.
The information we collect falls into several broad groups. The first group is identity and contact information: your name, telephone number, email address, postal address if you give one, and the language in which you prefer to be contacted. The second group is enquiry information: the building, floor, size and budget you describe when you ask about a flat, together with any notes you volunteer about your plans.
The third group is viewing information: the slots you book, the flats you walk, the questions you ask during the walk, and the notes we add to the flat sheet as a result. The fourth group is transactional information: the offer letters you sign, the deposit arrangements you describe, the completion dates you propose, and the correspondence that follows. The fifth group is handover information: the key schedule, the meter readings recorded at the sitting, and the signatures of the parties present.
The sixth group is technical information collected by the website: the type of browser and device you use, the pages you request, the approximate time of the request, and the address from which the request is made. We do not use this information to identify you as an individual, and we do not combine it with the other groups except where necessary to protect the website from abuse.
We do not ask for sensitive information such as health data, religious belief, political opinion or biometric data, and we ask that you do not send such information to us unless a specific service genuinely requires it. If you do send sensitive information without being asked, we will delete it once we notice it, unless we are required by law to keep it.
Most information reaches us directly from you. You may give it to us through the contact form on the website, by email to portal@newhoperealty.lol, by telephone on +14849317995, in person at Rm 2 4/F Liven House, 61-63 King Yip St, Kwun Tong, Hong Kong - 999077, Hong Kong (HK), or on a paper form completed at the shopfront desk. Where you act through an agent or a family member, that person may give information about you to us on your behalf.
Some information is generated by us in the course of a service. When we inspect a flat for a flat sheet, we record our own observations about the property rather than about you, but those observations may include details about the current occupier. When we run a viewing slot, we record who attended and what was discussed. When we conduct a handover key sitting, we record who signed the sheet and what readings were taken.
A small amount of information is collected automatically by the website. The web server records the request in a log file, which helps us diagnose faults and defend against misuse. We do not run advertising trackers, and we do not embed third party analytics that build a profile of your browsing across other websites.
We use personal information to answer enquiries, to prepare flat sheets, to arrange viewing slot runs, to draft and deliver offer letters, to make mortgage referrals at your request, to review rent rolls on behalf of buyers, and to conduct handover key sittings. Each of these activities requires us to know who you are and how to reach you, and to keep a record of what was agreed so that later questions can be answered from the file rather than from memory.
We also use information to improve the shopfront service. For example, if several buyers ask the same question about a building, we may add a note to the relevant flat sheet so that the next buyer finds the answer without a telephone call. When we do this, we remove names and contact details and keep only the substance of the question.
We use technical information to keep the website working, to detect unusual traffic, and to repair faults. We do not use it for marketing, and we do not sell it. We do not send unsolicited marketing email, and if we ever wish to send you a newsletter we will ask for your separate consent first.
Where the law requires us to identify a legal basis for processing, we rely on one or more of the following. The first is the performance of a service you have asked for, such as preparing a flat sheet or arranging a viewing. The second is compliance with a legal obligation, such as keeping records for tax or property transaction purposes. The third is our legitimate interest in running the shopfront safely and efficiently, balanced against your rights and freedoms. The fourth is your consent, which we rely on for any optional communication you choose to receive.
Where we rely on consent, you may withdraw it at any time by contacting the desk. Withdrawal does not affect processing that took place before the withdrawal, and it does not affect processing that rests on another legal basis. Where we rely on legitimate interest, you may object, and we will stop unless we can show compelling grounds that override your objection.
A flat sheet is a record about a property, but it often contains personal information about the seller. The sheet may note that the seller occupies the unit, that a tenancy is in place, that a particular family member holds a spare key, or that a repair was arranged by a named person. We keep the sheet on file at the shopfront and we share a copy with buyers who have asked to see the flat.
Before a sheet is shared, we remove information that is not needed by a buyer. The name of the seller is normally withheld until an offer letter is under discussion, and personal contact details of the seller are never placed on a sheet that leaves the desk. The buyer copy therefore contains the facts about the flat and the practical notes from the inspection, but not the private details of the person selling it.
The bay copy, which stays on file, may contain more detail because it supports later questions from either side. Access to the bay copy is limited to the staff who need it, and copies are not left on desks where visitors can read them. When a sheet is superseded, the older version is marked as superseded and kept for the retention period described below, so that the history of the unit remains traceable.
When you book a viewing slot run, we record your name, your contact number and the slots you have chosen. We also record the flats on the route and the notes taken during the walk. The record is used to confirm the appointment, to tell building management which door will be opened, and to prepare the follow up conversation at the offer letter desk.
Building management may be told the name of the person attending and the time of the visit, because a building needs to know who is on its premises. We do not give building management your telephone number or email address unless there is a specific reason, such as a need to rearrange the visit at short notice. If you attend with another person, we record that person as a guest and we do not ask for their contact details unless they ask to be contacted separately.
If you cancel a slot, we keep a note of the cancellation so that the route can be adjusted for the remaining buyers. We do not use cancellation records to score or rank buyers, and a cancelled slot does not affect your ability to book another one.
An offer letter contains the price you propose, the deposit you are willing to pay, the completion date you suggest and any conditions you wish to attach. It also contains your name and signature, and usually the name and signature of the person acting for the seller. We keep a signed copy on file because a later dispute about what was agreed is resolved most easily by reading the letter that both sides signed.
The letter is shared with the seller and, where the seller has instructed one, with the seller agent or solicitor. It is not shared with anyone else without your agreement, except where we are required to do so by law. If an offer is not accepted, the letter remains on file for the retention period so that the file is complete, but it is not used for any other purpose and it is not shown to other buyers.
If you ask us to revise a letter, we keep both the first version and the revised version, each with its date. This practice protects both sides, because it shows exactly when a figure changed and who agreed to the change. We do not delete an earlier version simply because a later version exists.
The mortgage referral window is optional. If you ask us to introduce you to a lending partner, we share only the information needed for that introduction: your name, a way to contact you, and a brief description of the flat and the amount you are considering. We do not share your full financial position, because we do not hold it. The lender will collect what it needs directly from you, and the lender is responsible for explaining its own privacy practices.
We record that a referral was made, the date, and the name of the lending partner, so that we can answer questions about the introduction later. We do not receive details of whether your application succeeded or failed, and we do not ask the lender for those details. If you later tell us the outcome, we keep that note only as part of the file you have chosen to share with us.
You may decline the referral without any effect on the other services. A flat sheet, a viewing slot, an offer letter and a handover key sitting can all proceed without the mortgage referral window, and no desk will treat a refusal as a reason to slow the process.
A rent roll review concerns a tenanted flat, and it therefore involves information about the tenant as well as the landlord. We limit the review to what a buyer genuinely needs: the term of the lease, the passing rent, the deposit held, the renewal window and any clause that affects a change of landlord. We do not include the tenant personal details beyond what the lease itself requires a buyer to know.
The tenant is not asked to consent to the review, because the review is part of the sale of the landlord interest and the tenant already has a relationship with the landlord under the lease. We nevertheless handle the tenant information with restraint, and we do not share it with anyone who is not part of the transaction. If a buyer asks for more than the review contains, we explain why the extra detail is not available at this stage.
Once the sale completes, the new landlord inherits the lease and the records that go with it. The review is transferred to the buyer as part of the handover, and the buyer becomes responsible for handling the tenant information from that point. We keep a copy on file for the retention period so that the chain of records remains intact.
At a handover key sitting, we record the names of the parties present, the keys counted against the schedule, the meter readings for electricity, water and gas, and any note about the condition of the flat. Both sides sign the handover sheet. The sheet is a practical record, and it is kept because questions about a reading or a missing key are much easier to answer when there is a signed note from the day.
The handover sheet is shared with the buyer and the seller, and with their solicitors where a solicitor is acting. It is not published, and it is not used for marketing. Meter readings are personal information only in a limited sense, because they relate to a supply account, but we treat them with the same care as any other record in the file.
We keep records for as long as they are needed for the purpose for which they were collected, and for any additional period required by law. Enquiry records that do not lead to a viewing are normally kept for twelve months and then deleted. Flat sheets and viewing notes for a flat that is still on the market are kept while the flat remains listed, and for a further period after the listing ends so that a later buyer can be given an accurate history.
Offer letters and handover sheets are kept for a longer period because they may be needed to answer questions about a transaction that has already completed. The exact period depends on the nature of the record and the legal requirements that apply to it, and in practice a property transaction file is retained for several years. When the retention period ends, the record is destroyed in a way that prevents reconstruction, whether on paper or in electronic form.
We protect personal information with a combination of physical and technical measures. Paper records are kept in locked cabinets at the shopfront, and the bay copies of flat sheets are accessible only to staff who need them. Electronic records are held on systems that require individual accounts and strong passwords, and access is limited to the staff whose work requires it.
We train staff to recognise phishing messages, to avoid sharing records over unsecured channels, and to report a suspected breach immediately. We review access rights when a member of staff leaves or changes role. No system is perfectly secure, and we cannot promise that a breach will never occur, but we act quickly to contain any incident and we notify affected individuals and the relevant authority where the law requires it.
When you send us information through the contact form, the message is delivered to the shopfront mailbox. You should be aware that ordinary email is not encrypted end to end, so please do not send sensitive documents by email unless we have agreed a safer method with you.
Subject to the law that applies to you, you may have the right to ask for a copy of the personal information we hold about you, to ask us to correct information that is inaccurate, to ask us to delete information that we no longer need, to ask us to restrict how we use information while a question is being resolved, and to object to processing that rests on legitimate interest. You may also have the right to receive certain information in a portable format.
To exercise any of these rights, write to portal@newhoperealty.lol or to the shopfront at Rm 2 4/F Liven House, 61-63 King Yip St, Kwun Tong, Hong Kong - 999077, Hong Kong (HK). We will ask you to confirm your identity before we act, so that we do not disclose information to the wrong person. We will respond within the period required by law, and we will explain any reason why a request cannot be fully met.
If you are not satisfied with our response, you may complain to the data protection authority in your jurisdiction. We would rather hear from you first, because many concerns can be resolved quickly at the desk.
The shopfront service is intended for adults who are buying, selling or renting property. We do not knowingly collect personal information from children. If a child sends an enquiry through the website, we will not use the information for any purpose and we will delete it once we become aware of it, unless we are required by law to keep it.
A flat viewing may include children who attend with a parent or guardian. We do not record information about those children, and the viewing notes concern the flat rather than the people walking through it. If a handover sheet is signed in the presence of a child, the signatures are those of the adults present, and the child is not named on the record.
The Company operates in Hong Kong, and its records are normally kept there. Some service providers, such as email hosts or system maintainers, may process information in another jurisdiction. Where that happens, we take reasonable steps to ensure that the transfer is protected by appropriate safeguards, such as a written agreement that imposes confidentiality and security obligations on the recipient.
If you are contacting us from outside Hong Kong, you should be aware that the information you send will be handled in Hong Kong and may be stored on systems located elsewhere. By sending the information, you understand that this handling is necessary for us to answer your enquiry.
We may update this policy from time to time to reflect changes in the law, in our systems or in the services we offer. The date at the top of the page shows when the current version took effect. If a change materially affects how we use personal information, we will take reasonable steps to bring it to the attention of people who have an active file with us, for example by a note in the next communication.
We encourage you to read the policy again when you return to the website, because the version in force at the time of your enquiry is the version that applies to that enquiry. Earlier versions are kept on file so that we can show what the policy said at a particular date.
Questions about this policy, and requests to exercise the rights described above, should be sent to New Hope Properties Limited at Rm 2 4/F Liven House, 61-63 King Yip St, Kwun Tong, Hong Kong - 999077, Hong Kong (HK). You may also telephone +14849317995 or email portal@newhoperealty.lol. The desk is open Monday to Friday from 10:00 to 18:00, and on Saturday by appointment.
If you would like to return to the main website, use the link at the top of this page or the link in the footer below. The terms of service describe the conditions that apply when you use the site and the shopfront services, and the services page describes each of the six desks in more detail.