This website is owned and managed by Flagship Housing Group Limited, trading as Flagship Group. For the purpose of these Terms and Conditions, Flagship Housing Group Limited will be referred to as Flagship Group.



What's in these terms?

These terms tell you the rules for using our websites,,,, (“Site).

Who we are and how to contact us,,,,  are sites operated by FLAGSHIP HOUSING GROUP LIMITED (trading as “Flagship Group”) registered in England and Wales under company number IPO31211 whose registered office at 31 King Street, Norwich, Norfolk, NR1 1PD (“We”).

We are regulated by the Regulator of Social Housing.

To contact us, please email the Communications Team

By using our Site you accept these terms

By using our Site, you confirm that you accept these terms of use and that you agree to comply with them.

If you do not agree to these terms, you must not use our Site.

We recommend that you print a copy of these terms for future reference.

We may make changes to these terms

We may amend these terms from time to time. Every time you wish to use our Site, please check these terms to ensure you understand the terms that apply at that time.

We may make changes to our Site

We may update and change our site from time to time.

We may suspend or withdraw our Site

Our Site is made available free of charge.

We do not guarantee that our Site, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our Site for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal.

You are also responsible for ensuring that all persons who access our Site through your internet connection are aware of these terms of use and other applicable terms and conditions, and that they comply with them.

Our Site is only for users in the UK

Our Site is directed to people residing in the United Kingdom. We do not represent that content available on or through our Site is appropriate for use or available in other locations.

You must keep your account details safe

If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party.

We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms of use.

If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us.

How you may use material on our Site

We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it.  Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

You may print off one copy, and may download extracts, of any page(s) from our site for your personal use and you may draw the attention of others to content posted on our Site.

You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

Our status (and that of any identified contributors) as the authors of content on our Site must always be acknowledged.

You must not use any part of the content on our Site for commercial purposes.

If you print off, copy or download any part of our Site in breach of these terms of use, your right to use our Site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

Do not rely on information on this Site

The content on our Site is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action based on the content on our Site.

Although we make reasonable efforts to update the information on our Site, we make no representations, warranties or guarantees, whether express or implied, that the content on our Site is accurate, complete or up to date.

We are not responsible for websites we link to

Where our Site contains links to other sites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them.

We have no control over the contents of those sites or resources.

User-generated content is not approved by us

This website may include information and materials uploaded by other users of the Site, including to bulletin boards and chat rooms. This information and these materials have not been verified or approved by us. The views expressed by other users on our Site do not represent our views or values.

How to complain about content uploaded by other users

If you wish to complain about content uploaded by other users, please contact us here.

Our responsibility for loss or damage suffered by you

Whether you are a customer or a business user:

  • We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees or for fraud or fraudulent misrepresentation.

If you are a business user:

  • We exclude all implied conditions, warranties, representations or other terms that may apply to our Site or any content on it.
  • We will not be liable to you for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with:
  • use of, or inability to use, our Site; or
  • use of or reliance on any content displayed on our Site.
  • In particular, we will not be liable for:
  • loss of profits, sales, business, or revenue;
  • business interruption;
  • loss of anticipated savings;
  • loss of business opportunity, goodwill or reputation; or
  • any indirect or consequential loss or damage.

If you are a customer user:

  • Please note that we only provide our Site for domestic and private use. You agree not to use our Site for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

How we may use your personal information

We are registered under the Data Protection Law to hold information about you.

Personal information

We are committed to the responsible handling and protection of personal information.

The General Data Protection Regulation (“GDPR”) defines personal data as any information related to a person that can be used to directly or indirectly identify them. This includes physical attributes, location data, online identifiers (including IP addresses), identification numbers, health information and economic, cultural or social identify of a person.

We process (collect, use, store, share) personal information where necessary to provide our services and for our operational and business purposes as described in these terms and conditions of use.

We want to be clear about our privacy practices so that you can make informed choices about the use of your information, and we encourage you to contact us at any time with questions or concerns.

How we use your information

The following provisions of these terms and conditions of use will tell you how we will collect and use your personal information to enable us to provide affordable housing, shared ownership, private lettings, student and direct sale accommodation and associated services.

Why does we need to collect and store personal information?

We processe personal information for the following purposes:

  • Management and support of Tenancies, Shared Ownership and Direct Sales
  • For the welfare of our customers
  • Maintenance of properties including private garages and communal areas
  • For the protection of employees, customers, contractors and sub-contractors
  • Servicing, repair and installation of gas appliances and heating systems
  • For the prevention of fraud and legal proceedings
  • Feedback from research and surveys on how we can provide better services
  • Communication with our customers to provide updates relating to our business and services
  • For the management, wellbeing and support of our employees
  • For the management of financial services
  • Security and maintenance of our networks and systems
  • For general day to day corporate operations and due diligence

We are committed to ensuring that the information we collect and use is appropriate for these purposes and does not constitute an invasion of your privacy.

Special category information

Occasionally we collect and process what may be considered special category information (sensitive personal information).

Sensitive personal information is a subset of personal information and is generally defined as any information related to racial/ethnic origin, political opinions, religious beliefs, trade union membership, physical or mental health, other medical information including biometric and genetic data, or sexual life preferences.

We will only collect this information if it is necessary to support you whilst you are a customer.

Will we share your personal information with anyone else?

We may pass your personal information on to third-party service providers contracted to us during the course of dealing with you. Any third parties that we may share your information with are obliged to keep your details securely, and to use them only to fulfil the services they provide on our behalf. When they no longer need your information to fulfil this service, they will dispose of the details in line with our procedures. If we wish to pass your sensitive personal information onto a third party we will only do so once we have obtained your consent, unless we are legally required to do otherwise.

Special circumstances

To provide a duty of care to employees, customers, contractors and sub-contractors we will process and share relevant personal information for their protection. This will be an alert on our management system to visit in pairs (DNVA).

How will we use the personal information it collects about you?

We will process the information you provide in a manner compatible with the EU’s GDPR. We will endeavour to keep your information accurate and up to date, and not keep it for longer than is necessary. We are required to retain information in accordance with the law, such as information needed for financial, legal and audit purposes. How long certain kinds of personal information should be kept may also be governed by specific business-sector requirements and agreed practices. Personal information may be held in addition to these periods depending on individual business needs.

Under what circumstances will we contact you?

Our aim is not to be intrusive, and we undertake not to ask irrelevant or unnecessary questions. We may sometimes contact you for feedback by doing research or asking you to take part in a survey, this enables us to make changes and improvements to our services. We may also communicate with you when we have updates or changes to our business. If you have provided us your email and or mobile number we will contact you in this way to communicate.

We consider this communication to be within our legitimate interest of lawful processing.

How do we secure personal information?

We take data security seriously, and we use appropriate technologies and procedures to protect personal information. Our information security policies and procedures are closely aligned with widely accepted standards and are reviewed regularly and updated as necessary to meet our business needs, changes in technology, and regulatory requirements.

For example:

We have measures in place to protect against accidental loss and unauthorized access, use, destruction, or disclosure of data including the following:

  • We have a Business Continuity and Disaster Recovery strategy that is designed to safeguard the continuity of our service to our customers and to protect our people and assets
  • We place appropriate restrictions on access to personal information
  • We implement appropriate measures and controls, including monitoring and physical measures, to store and transfer data securely
  • We conduct Privacy Impact Assessments in accordance with legal requirements and our business policies
  • We conduct Data Protection training for all employees who have access to personal information and other sensitive data
  • We take steps to ensure that our employees and contractors operate in accordance with our information security policies and procedures and any applicable contractual conditions
  • We require, third party contractors or sub-contractors to have appropriate agreements in place to ensure personal information is processed in line with the GDPR.



Can I find out the personal information that the organisation holds about me?

We, at your request, will provide you with a copy of the personal data we hold about you. This is referred to as your right of access (subject access request). You are entitled to receive any information that identifies you as an individual, including the following information:

  • The lawful conditions applicable to the processing of your personal information.
  • If the processing is based on the legitimate interests (processing is necessary for the operation of our business) we will advise which legitimate interest applies
  • The categories of personal information processed
  • Recipient(s) or categories of recipients that the data is/will be disclosed to.
  • If we intend to transfer the personal data to a third country or international organisation, information about how we ensure this is done securely. The EU has approved sending personal data to some countries because they meet a minimum standard of data protection. In other cases, we will ensure there are specific measures in place to secure your information.
  • How long the information will be stored.
  • The source of personal data if it wasn’t collected directly from you.
  • Any details and information of automated decision making, such as the affordability checker used for applications made on Shared Ownership properties.

Your rights as a data subject (customers of Flagship Group)

At any point while we are in possession of or processing your personal data, you, the data subject, have the following rights:

  • Right of rectification – you have a right to ask us to update personal information if you have a reason to believe that it is inaccurate or incomplete.
  • Right to be forgotten – you have the right in certain circumstances to ask for the data we hold about you to be erased from our records. Especially if you think we are processing your personal information where it is no longer necessary or where you believe it is unlawful.
  • Right to restriction of processing – You have the right to ask us to temporarily stop processing your personal information if you have concerns over the accuracy of the information in some way.
  • Right of portability – you have the right to have the data we hold about you transferred to another organisation.
  • Right to object – you have the right to object to the way we process your personal information if you consider we are being unlawful.
  • Right to object to automated processing – you have the right to object to decisions made about you from automated processing, such as the affordability checker.


View our full Customer Privacy Notice


We, and our third-party providers, set and use cookies and similar technologies to store and manage user preferences, enable content, and gather analytic and usage data, for example. The use of cookies and other tracking technologies is standard across websites and apps through which information is collected about your online activities across applications, websites, or other services. More information about how we use cookies and similar technologies and how you can control and manage them is here.

Continuous Recording of Social Housing Lettings and Sales (CORE) Information gathered by the Ministry of Housing, Communities & Local Government

If your household has entered a new social housing tenancy after 1989, social housing providers such as us will have shared data for research and statistical purposes. The Ministry of Housing has asked social landlords to make their privacy notice available to our customers. To read about this further in the Ministry of Housing, Communities & Local Government privacy notice, please follow this link.

National Fraud Initiative

Public Interest – We process personal information as part of the National Fraud Initiative (“NFI”). This is a national exercise run by the Cabinet Office every two years. Data is matched to enable potentially fraudulent claims and payments to be identified. If a fraudulent match is discovered an investigation will take place which may result in the prosecution of the individual. For more information please refer to Gov.UK privacy notice or

How to contact us?

If you would like to make a request to obtain personal information we hold about you or access any of your rights as explained in these terms and conditions of use you can do so by filling in a quick and easy form by following this link

Alternatively feel free to contact us in the following ways:

Call us

Response – our Contact Centre is open from 7am – 7pm Monday to Friday. Call Freephone 0808 168 4555         

Write to us

Data Protection Officer

Flagship Housing Group Limited

31 King Street



Email – Data Protection Officer

Lodge a complaint with the supervisory authority

If you have any concerns regarding how we handled your request, you have the right to complain to the Information Commissioner’s Office (ICO) details below:

Information Governance department

Information Commissioner's Office

Wycliffe House

Water Lane




Uploading content to our Site

Whenever you make use of a feature that allows you to upload content to our Site, or to make contact with other users of our Site, you must comply with the content standards set out in our Acceptable Use Policy.

You warrant that any such contribution does comply with those standards, and you will be liable to us and indemnify us for any breach of that warranty. This means you will be responsible for any loss or damage we suffer as a result of your breach of warranty.

Any content you upload to our Site will be considered non-confidential and non-proprietary. You retain all of your ownership rights in your content, but you are required to grant us and other users of our Site a limited licence to use, store and copy that content and to distribute and make it available to third parties.

We also have the right to disclose your identity to any third party who is claiming that any content posted or uploaded by you to our Site constitutes a violation of their intellectual property rights, or of their right to privacy.

We have the right to remove any posting you make on our Site if, in our opinion, your post does not comply with the content standards set out in our Acceptable Use Policy.

You are solely responsible for securing and backing up your content.

We do not store terrorist content

We are not responsible for viruses and you must not introduce them

We do not guarantee that our Site will be secure or free from bugs or viruses.

You are responsible for configuring your information technology, computer programmes and platform to access our Site. You should use your own virus protection software.

You must not misuse our Site by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to our Site, the server on which our site is stored or any server, computer or database connected to our Site. You must not attack our Site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our Site will cease immediately.

Rules about linking to our Site

You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.

You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.

You must not establish a link to our Site in any website that is not owned by you.

Our Site must not be framed on any other site, nor may you create a link to any part of our Site other than the home page.

We reserve the right to withdraw linking permission without notice.

The website in which you are linking must comply in all respects with the content standards set out in our Acceptable Use Policy.

If you wish to link to or make any use of content on our Site other than that set out above, please contact

Which country's laws apply to any disputes?

If you are a customer, please note that these terms of use, their subject matter and their formation, are governed by English law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction.

If you are a business, these terms of use, their subject matter and their formation (and any non-contractual disputes or claims) are governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.


The material featured on this Site is the copyright of Flagship Group unless otherwise indicated. It may not be reproduced in any form unless authorisation is obtained from our Communications Team. You may only download material for your personal use, private study, research or in-house use. You must not copy, distribute or publish any material from this Site unless formal permission is obtained. You must not make any alterations or additions to information on this Site.

Using the Site to make payments

You warrant that in using this Site to make payments (“Online Payments”) you will not impersonate any other person, or use a false name or, without proper authority, act for any other person or organisation.


To be able to use the Online Payments facility on the Site, customers need to hold a valid credit card/debit card.

Payment conditions

Your Online Payment will take a minimum of two (2) working days for debit cards and three (3) working days for credit cards to reach our account (this includes time to verify your credit or debit card details with your card supplier, and for payment to be notified to us). We shall make reasonable efforts to ensure that requests for electronic debits involving credit or debit cards are processed in a timely manner. However, a number of factors, several of which are outside our control, may contribute to when the funds are received.

We cannot accept liability if payment is refused or declined by the credit or debit card supplier (due to the customer quoting incorrect card details or for other reasons).

Confirmation of payment

Confirmation of your payment will be displayed on your screen after you make the payment, once the payment has been authorised and accepted. You can print this out as confirmation of your payment. If an e-mail address has been provided, confirmation that your payment has been accepted will also be sent by e-mail.

Discretion to reject/hold payments

We reserve the right to refuse to process payments.

We may at our sole discretion do such checks as we may deem fit before processing a credit card payment or bank transfer from the customer, for security reasons. As part of such checks, we may disclose personal data to third parties for the purpose of carrying out these security checks. In the event that we are not satisfied with the creditability of the customer, we will have the right to reject the payment.

The customer acknowledges and agrees that we will not be liable for any damages resulting from our decision not to process a payment made through our Online Payments facility.


Your payment transaction will take place within a secure payment system. Payment transactions are handled by Worldpay, a global leader in payment processing. All of your personal card details are protected using 128-bit encryption, when transmitted over the Internet.

We will take all reasonable care to keep details of your requests and payment secure, but in the absence of any negligence by us, we cannot be held liable for any loss by you if a third party gains unauthorised access to any details you have provided to this website.