Privacy policy

Last updated 10 September 2026

This policy covers thehenley.com.au and is written to the Australian Privacy Principles in the Privacy Act 1988 (Cth). It describes the website. If you live here, or a member of your family does, your residence or care agreement and the documents given to you at the time govern the information held about you, and this policy does not replace them.

What we collect

When you send an enquiry

The enquiry form asks for:

• your name and email address, which are required;
• your phone number and your message, which are optional;
• whether you are asking about apartment living, private aged care, or both.

Submitting the form also records, without asking you:

• the page you sent it from;
• your IP address and the identifying string your browser sends;
• the date and time.

Those last three are kept for one reason: they let us tell a real enquiry from automated abuse, and they let us limit how often the form can be submitted from one place. They are not used to build a profile of you.

When you use the site

We use Google Analytics and Google Tag Manager to count visits and see which pages people read, and Google Ads records when someone clicks the phone number or the email address so we know which advertising is working. These set cookies in your browser and send Google your IP address and details of the pages you view. Our web server also keeps ordinary request logs.

You can refuse or delete these cookies in your browser settings. Nothing on this site stops working if you do.

When you lodge a maintenance request

The residents' maintenance form is a Microsoft Form, not part of this website. What you enter there goes to Microsoft and then to our maintenance team.

What we do with an enquiry

When you send an enquiry, this happens:

1. It is stored in a database on infrastructure The Henley controls, in Australia.
2. An automated step reads your name, email address, phone number and message to sort genuine enquiries from spam and to work out who should answer — sales, or reception. That step uses an external artificial-intelligence service, so the content of your enquiry is sent to that provider to be classified. It is not used to train anybody's model, and no decision that affects you is made by it beyond which desk your enquiry lands on.
3. If you are enquiring about living here, your details are added to Salesforce, the customer relationship system our sales team uses, so that someone can follow up and so we can see we have already spoken to you.
4. Other enquiries are sent to reception in a summary email, using Microsoft 365.

A person reads every enquiry that reaches either destination. Nothing is answered automatically.

Replying to you, and marketing

Replying is not marketing. If you ask us something, we will answer — by email or phone, using the details you gave us. That is the purpose you gave them to us for and it needs no further permission.

Marketing is separate and is your choice. We will only add you to a mailing list, or send you news and events you did not ask for, if you tell us you want that. If we ever do send you something like that, it will say who it is from and how to stop it, and stopping it takes one reply. You can also tell us at any time on the details below, and it will not affect anything else.

Who else sees it

We do not sell personal information, and we do not give it to anyone for their own marketing. It is handled by:

• Salesforce — the sales team's customer relationship system.
• Microsoft — email and Microsoft 365, and the maintenance form.
• Google — analytics and advertising measurement.
• An artificial-intelligence provider — the classification step described above.
• Our IT and hosting providers, who can reach the systems in order to keep them running.

Some of these store or process information outside Australia, including in the United States. That is the ordinary arrangement for services of this kind, and it means your information may be handled under another country's laws. We use these providers on their standard terms and do not permit them to use your information for their own purposes.

We will also disclose information where the law requires it, or where it is necessary to prevent a serious threat to someone's life, health or safety.

How long we keep it

Enquiries are kept while there is a reason to — a live conversation, a record that we have already spoken, an obligation to keep records. If you ask us to delete yours and no such reason applies, we will.

Security

We take reasonable steps to protect the information we hold. But no transmission over the internet and no method of electronic storage is completely secure, and we cannot guarantee absolute security. Please do not send us sensitive information — health details, financial details, identity documents — through the enquiry form. Ring us instead.

Seeing, correcting or complaining about what we hold

You can ask us what personal information we hold about you, ask us to correct it, or complain about how we have handled it. Contact us and we will acknowledge it and respond within a reasonable time — normally 30 days.

If you are not satisfied with our response, you can take the complaint to the Office of the Australian Information Commissioner atoaic.gov.au or on 1300 363 992.

Other websites

Where this site links somewhere else — a government website, a Microsoft form, our Facebook or Instagram pages — that site has its own privacy policy and we have no control over it.

Changes

If this policy changes, the new version appears here with a new date at the top.

Contact us

info@thehenley.com.au
07 5591 2111
The Henley on Broadwater, 70 Marine Parade, Southport QLD 4215