How keys, access notes and tenant details are handled

Residents report repairs through the Roundhouse resident portal, the text line, phone or the web, and our AI intake, powered by Nezam AI, answers. It collects the messages, photos, contact details, and the unit and access notes the resident gives. Nezam AI processes them on our behalf and under our instructions, only to run the intake. Some of our service providers may store or process information outside Canada, and we stay responsible for it wherever it is.

Access notes, lockbox codes and key arrangements come from your firm when a job is set up, or from the resident through the intake. They go on that job's record, seen by our team and the trade booked for that job. They are never sent through the website forms.

We use a tenant's name, unit and phone to answer the request, arrange access and confirm the visit. The trade gets what that job needs and nothing more. Tenant details are not used for marketing, not sold, and not shared with other trades.

Every request, job, photo, quote, inspection report and invoice is on your building tracking portal. When you instruct us to connect your property management software, the work orders, photos, quotes and invoices for your buildings are sent into it. You choose what connects, and it stops when you tell us in writing.

WSIB clearances, insurance certificates and licence details are kept with the trade's file. An uploaded certificate is stored under a random file name, readable only by the service that received it, and is never published. WSIB requires clearance records to be kept for at least three years.

Form records are stored on the server that runs the forms, outside the published website. They hold the fields you filled in and the time received, not your IP address or browser details. The site sets no advertising pixels. Visits are counted with Google Analytics, with Google's data sharing and advertising features off, and in the web server's own logs with IP addresses shortened. The privacy notice lists each form field and what the count collects.

Job records, including the intake messages and photos behind them, are kept while we serve the building and then for as long as tax law requires for business records, generally six years. A request that never became a job is deleted once it is no longer needed.

Ask for a copy of what we hold about you, a correction or deletion by email to info@roundhousegroup.ca. We delete what the law does not require us to keep, and tell you what we kept and why. Your rights under PIPEDA are set out in the privacy notice.