Last updated: 19 September 2026 (version 2026-09-19)
In short: when you enquire about a property, Ladder's AI assistant replies on behalf of the estate agency you contacted. We use your details to answer your questions, arrange viewings, and pass your enquiry to that agency. If — and only if — you tell us you'd like it, we'll also send you matching homes from other agents as our own service. You can reply STOP at any time and we'll stop messaging you.
Ladder Ltd ("Ladder", "we", "us") is a UK company that helps home buyers and renters get answers about properties, arrange viewings and discover homes that fit them, and helps estate agencies respond to their enquiries. You can contact us about anything in this policy at pranav@tryladder.co.uk.
Our replies on WhatsApp and email are generated by an AI assistant operated by Ladder for the estate agency named in the conversation. If you'd rather deal with a person, just say so and the agency will take over.
When you enquire about a property or chat with us on WhatsApp or email, we process the details you share: your name, phone number, email address, the property you asked about, and the contents of the conversation (for example your budget, moving timeline, household details or viewing preferences). Enquiries usually reach us via the property portal and the estate agency you contacted.
For the estate agency you contacted: we respond to your enquiry, help qualify it (the same questions an agent would ask), arrange viewings, and pass your details and answers to that agency. Here we act on the agency's behalf.
As Ladder, with your agreement: if you tell us you'd like matches beyond that agency, we'll suggest homes from other agents that fit what you've told us, and message you about them. This is Ladder's own service, based on your consent — you can withdraw it at any time by replying STOP or emailing us, and nothing else changes about your enquiry.
We also use conversation records to keep the service safe, accurate and improving. We never sell your personal data.
The estate agency your enquiry relates to, and the service providers we rely on to operate — messaging (Twilio/WhatsApp), email (SendGrid), hosting and databases (Render, Supabase), and the AI providers that help generate replies, and analytics for this website and your matches page (PostHog, EU) — all processing on our instructions. Messages you send on WhatsApp are also subject to WhatsApp's own terms and privacy policy.
Data is stored securely with our hosting providers in the UK/EU and US. We keep enquiry and conversation records for up to 24 months from your last activity, then delete or anonymise them. If you opt out of messages we keep a minimal suppression record (so we never contact you by mistake), and we may retain records where the law requires it.
When you visit tryladder.co.uk, try the demo, or open the page of homes we picked for you, we measure how it's used (pages and sections viewed, buttons pressed, where clicks land, errors) so that we can improve it and pick better homes. We use PostHog, hosted in the EU, for this. We don't record your personal details with it: the demo's progress is counted by its demo code, not your name, phone or email.
Without your consent we store nothing on your device.
If you press Accept, PostHog sets a cookie (ph_…_posthog, kept for up to a year)
so it can recognise your return visits.
You can change your mind at any time with Cookie settings at the bottom of the page. Choosing Reject deletes the cookie.
Under UK GDPR you can request access to, correction of, or deletion of your personal data; object to or restrict our processing; and withdraw any consent you've given. Email pranav@tryladder.co.uk and we'll respond within one month. If you're unhappy with our answer you can complain to us directly — we acknowledge complaints within 30 days — and you always have the right to complain to the Information Commissioner's Office at ico.org.uk.
Reply STOP to any WhatsApp or email from us and we'll stop sending you messages. Reply START if you change your mind.
© 2026 Ladder Ltd. Registered in England & Wales, company no. 17460852.