UK Log in HOME COVER & SERVICES HELP & ADVICE ABOUT HOMESERVE CONTACT US Search Home Privacy Policy Privacy Policy About Us Accessibility Anti-Slavery Statement Become a tradesperson Complaints data Cookies Copyright Covid-19 Declaration Disclaimer Frequently Asked Questions Gender Pay Privacy Policy Our vision Terms of use HomeServe Group Privacy Notice Here at the HomeServe Group we know how important it is to keep your personal data safe, that's why we're committed to making sure that you receive the service you'd expect and that your privacy is protected every step of the way. In this notice you'll discover exactly what information we collect from you and how we then use this to deliver our services, as well as your rights. It might not be something you're interested in, but it's really important you have a read and of course, let us know if you have any questions. The HomeServe Group ('we' and 'us') means HomeServe plc, together with any entity in which HomeServe plc directly or indirectly has at least a 50% shareholding. HomeServe plc uses a variety of well-known brand and trading names including (but not limited to): HomeServe Membership Ltd, Checkatrade, Help-Link, HomeServe Heating, HomeServe Connect and HomeServe Labs. We may transfer your personal information among the members of the HomeServe Group for the purposes contemplated in this privacy notice. What information do we collect? When you buy a product or service through us, we'll collect some of your personal details, to make sure you have everything you need to make the most of our services. Please rest assured that we'll only use this for administering your contract and to support the delivery of the services or products you've asked for. Examples of the types of personal information we usually collect are: Name Address Telephone number (including mobile) Email address Date of birth Payment details (Direct Debit, credit/debit card number) Property type (flat, house etc.) Information about whether you own your property Boiler details (make and model) Any additional requirements such as large print or Braille documentation Details of any additional authorised parties who can manage your requirements on your behalf I.P. address for your device (if visiting our website or using our app) Once you are a customer of ours, we record information about the types of services and products we provide to you Where you opt-out of receiving marketing information from us, we will keep a record of this The information requested during the application process is required to complete the sale of the product on offer and forms part of your contract with us. If any of the data is missing from the application form or is incorrect, we may not be able to process your request. Our legal basics for using your data In most circumstances, we use the personal data you provide to us in order to perform our contract with you and to provide you with the products and/or services that you have decided to purchase from us. We also have a legitimate interest in telling you about our products and services where we think that you may benefit from them. To do this, we may use your personal data to send you information about our products and services which is based on your individual needs and requirements based on the information we hold about you. More information about this is set out in the "We'll always keep you in the loop" section below. We have a legitimate interest to make sure our products are used properly and we are providing the service Customers expect of us. In order to help us understand this, we may contact you for research purposes to gain insight on a recent interaction with us, and we may use open source data to check whether policy usage is in line with terms and conditions. Using information provided by third parties We may receive personal data about you from our partners, which may include your name, address, telephone number and property type. A list of our partners can be found at www.homeserve.com/uk/partners. We use this data to contact you by post with information about our products and services. We will not contact you where you are on the Mail Preference Service, or where you have otherwise told us you do not want to be contacted by us. We sometimes use data from other third parties or publicly available sources such as Experian, the edited electoral roll or the deceased preference service. Using this data helps us to ensure that our records are accurate and up to date by filling in any gaps on an address or clarifying vanity addresses and house numbers. It also allows us to remove anyone from our mailing lists that has passed away. We also use data for other marketing purposes. Any data we use in this way is thoroughly checked by both the supplier and our own internal teams to ensure that the correct marketing permissions are in place and that the data is being used fairly. Keeping and storing your data We maintain a record retention policy and schedule to make sure we keep a copy of your personal details for no longer than is necessary. We will process your data while you hold a product in order to be able to service it, in line with the purposes explained in this notice. We may also retain your data after your relationship has ended with us, in order to keep accurate records for tax, regulatory purposes and to handle any future complaints. Some of the data that we collect may be transferred to and stored at a destination outside the UK or the European Economic Area for example some of our IT systems are run on servers hosted in the USA. We take all steps reasonably necessary to ensure that your data is treated in accordance with this privacy notice and applicable privacy laws. Sharing your data with third parties We often work with a number of carefully selected third parties – including water and utility companies who introduce us to their customers, so we can promote the products and services we offer. If you've been introduced to us through one of our partners, we may share details of the products and services you've purchased from us with them. Sharing data in this way helps us resolve individual complaints and helps us ensure that we're offering the right products, to the right people. We respect your privacy and that's why we don't give your data to any third parties for marketing purposes. However, on occasion and in addition to the above, we may pass your information to a limited number of third parties for the following reasons: To deliver the services you’ve asked for, which might include giving information to members of your family, household, or other people who have an interest in the property, for instance, landlords or letting agents For legal or regulatory purposes including fraud prevention If we buy or sell any business or company assets We’ll always keep you in the loop Whenever we collect your personal information we'll give you the opportunity to let us know how you'd like us to get in touch in the future. We promise not to inundate you with marketing messages, but we also understand if you'd prefer not to receive anything from us. If you've asked us to send you marketing material, you can change your mind at any time by contacting us using the details in the Contact Us section. You'll also find an unsubscribe link at the bottom of every marketing email we send to you. If you've given us an email address you may receive messages related to the management of your policy via email, which include policy and renewal documents. If you'd prefer not to receive these messages in this way, just let us know and we'll be happy to provide them in paper form instead. Your rights matter If you'd like to see the personal information that we hold about you, you can request a copy any time. If you find that this information is incorrect you can ask for it to be updated. Or, if you believe the information is being processed without a legal basis, you can ask us to stop or request that it's deleted from our systems. To action any of the above, send an email to: Privacy@homeserve.com or alternatively you can write to us at: Freepost RLYC-LXAL-GEEH Customer Relations Team HomeServe Membership Ltd Cable Drive Walsall WS2 7BN We won't ever charge you for a copy of your personal data but we may ask you for proof of your identity before we disclose any information. Once we've seen this, we'll send you a copy of the personal data we hold within one month. In addition, if you decide to move away from us for any reason, you can also request for your personal data to be transferred to a new provider on your behalf. Customer profiles We carry out something called 'profiling' so we can understand the needs, behaviours and socio-demographic characteristics of our customers. This helps us make sure that we're offering the right products and services to the right people, for example, not offering gas products to people without a gas supply or products to people living in sheltered accommodation, who don't need our services. Profiling also means we can tailor our offerings to current customers, enhancing the potential benefits of being a customer. Contact us General Enquiries/Data Controller HomeServe Membership Ltd Cable Drive Walsall WS2 7BN Tel: 0330 0247 999 Send us a message Data Protection Officer Data Protection Officer Legal Services HomeServe PLC Cable Drive Walsall WS2 7BN Tel: 0330 0247 999 Email: Privacy@homeserve.com Got any worries? If, at any time, you feel that we haven’t processed your data fairly or you’re not satisfied with how we’ve handled your personal information, you can contact the Information Commissioners Office, who will look into this for you. For full details about how to share any concerns you may have, visit www.ico.org.uk/concerns/ Links to other Websites Any links to other websites are provided solely as pointers to information on topics that may be useful to the users of our website. Please remember that when you use a link to go from our website to another website, this privacy notice will no longer apply. Your browsing and interaction on any other website, including those which have a link on our website, are subject to that site's own rules and policies. We recommend that you read the rules and policies relation to that website before submitting any personal information. Updates This notice will be updated from time to time and we recommend that you check back regularly but we will notify you of any changes through our website. The version number and date released will always be listed below: Version number: 2.1 Date released: July 2021 Logo Products and Services What we do Plumbing and Drainage Cover Gas Boiler and Heating Cover Landlord Cover Boiler Service New Boilers About Us About HomeServe Careers at HomeServe Become a Tradesperson Our Investment Proposition More from HomeServe Help Centre HomeServe Living Privacy PolicyCookies PolicyTerms of UseAnti-Slavery StatementGender PayCOVID-19 Declaration Proud to support Walsall FC © HomeServe Membership Ltd. 2021. HomeServe Membership Limited is authorised and regulated by the Financial Conduct Authority for general insurance and credit broking activities under firm reference 312518.