Portrait My Account · Privacy notice

Your information, clearly explained

This notice covers the Portrait My Account app for customers, prospective customers, staff and partners. Portrait Group Limited is responsible for your personal information.

Portrait Group Limited, company number 14831711, International House, 6 South Molton Street, London W1K 5QF. Contact business@portrait.org.uk or 03300 30 30 30.

Updated 19 September 2026 · App notice version 2026.09.19.1

Your account and property information

We use your contact details, organisation memberships and sign-in information to secure your account and show the companies and properties you are authorised to access. Property records, evidence, bills, agreements, invoices, payment status and messages support the services described in your agreement. The full Portrait Privacy Policy explains the lawful bases, sources, recipients and retention criteria for this processing.

Information you choose to send

Documents, photographs, room measurements, property captures, messages, callback requests and assistant questions are sent to Portrait when you submit them. They may contain information about you and other people. Only send information you are authorised to share and which is relevant to your property or request. Submitted information can become part of your service and evidence records. Authorised staff can review it.

Device permissions and local storage

Camera and photo access let you photograph or select material to attach. Location is optional and requested when you choose to use your position for property search or to tag a capture. A submitted location tag is stored with the capture. You can decline permission, enter an address yourself and manage permissions in your device settings. The app does not request background location or microphone access.

If you enable biometric unlock, your device checks your face or fingerprint. Portrait receives the local unlock result, not your biometric template. The app stores sign-in tokens and preferences on your device, and may retain unfinished drafts and capture files so you can resume. Use a device you control. Removing the app or signing out does not delete information already submitted to Portrait.

Notifications, payments and service providers

If you enable push notifications, the app registers a device token linked to your account. Notification delivery uses Expo and the Apple or Google push services. You can turn notifications off in device settings. Portrait uses its hosting, software and communication providers to operate the service, as described in the full Portrait Privacy Policy.

Card and Direct Debit setup takes place on the payment provider's secure page, using Stripe or GoCardless where offered. Payment and mandate references and status are retained for account administration; do not put card details or bank credentials in messages or uploads. The provider's own privacy information applies to the details entered on its page.

Street maps

When you open a property map, street-map images are requested from OpenStreetMap at tile.openstreetmap.org. OpenStreetMap receives your IP address, app or browser identifier and the area displayed on the map. Browser requests also identify the site they came from. The displayed area can indicate a property's approximate location. We do not send your account credentials, customer name, property label or property ID to this service. Maps do not require background location. OpenStreetMap's privacy information is available at https://osmfoundation.org/wiki/Privacy_Policy.

Assistant and interpretation

Assistant questions, replies and submitted evidence may be processed using automated tools and service providers to help answer questions or interpret property information. Relevant account information is used to ground answers. Check an answer against the source record and contact the team if it is unclear or inaccurate. An automated answer is not a decision by a billing authority or a guarantee of savings. The full Portrait Privacy Policy explains human involvement, your rights and international transfers.

Deletion and your choices

Settings includes an account-deletion request. This sends a request to the team; it does not erase the account immediately. You can also request deletion, access or correction by contacting business@portrait.org.uk, including if you cannot sign in. We may need to verify your identity. We will explain any information we must retain and why, and confirm the outcome. Retention depends on the service, legal and accounting requirements and any claims, as set out in the full Portrait Privacy Policy. Deleting app access does not itself cancel an engagement or settle an invoice.

The public app notice is available at https://www.portrait.org.uk/my-account-privacy/ and deletion instructions at https://www.portrait.org.uk/delete-my-account/. You do not need to install the app or sign in to use the email request route. We normally respond to a rights request within one month; we will explain if identity checks or an extension permitted by law affect the response time.

Acknowledging this notice records that you have read it. It is not consent to marketing or blanket consent to every processing activity. Permissions and any consent-based choices are separate.

How the full policy applies

The Portrait Privacy Policy explains the lawful bases, information sources, service providers and international transfers, retention criteria and your rights. Depending on the activity, we process information to perform a contract, support legitimate service and security interests, meet legal obligations, or act on consent where required. Optional device permissions and marketing choices are separate.

You can request access, correction or deletion, and raise a privacy concern with business@portrait.org.uk. You can also complain to the Information Commissioner’s Office.