Security verification

Our customers frequently contact us by phone to discuss sensitive information relating to their tenancy, rent account, repairs, or personal circumstances. To comply with data protection legislation and safeguard customer information, we must reliably confirm the identity of the caller. 

So, when customers call Squared on our main line from now on, we will be asking a few straightforward security questions to confirm the caller’s identity.

Security questions are a vital safeguard to ensure confidential tenancy and personal information is only shared with the correct individual. This is essential for compliance with data protection legislation and to prevent fraud or unauthorised disclosure. 

We hope that by introducing security questions our customers will feel reassured that: 

• We take their privacy seriously 
• We protect their data by applying the same rules to everyone 
• We are a professional, responsible organisation 

Security verification will be used for every call where a customer requests or discusses: 

• Details about their tenancy (e.g., tenancy status, rent balance) 
• Repairs history or property information 
• Personal data (e.g., contact details, household members) 
• Any action that would change or update information on their account

If a customer is asking for general, non-account-specific information (e.g., opening hours, how to report a repair), no security verification will be needed.

If you have any questions about the new security questions, please contact us.