Privacy policy.

1. Who we are

ATH Ltd is the data controller responsible for the personal information described in this policy. HomeAssist® is a registered trademark operated under licence by ATH Ltd.

For a data protection question or request, use our online contact form and write “Data protection” at the start of the message, or call 0800 719719.

2. Information we collect

Depending on how you use HomeAssist, we may collect:

• Identity and contact details, such as your name, telephone number and email address.
• Property and service details, such as your postcode, address, the type of property and the problem or work you describe.
• Booking and service records, including appointment details, communications and information supplied by an engineer or service provider about the visit.
• Website and device information, such as your browser, device type, referring page, pages viewed and approximate location derived from your IP address. We collect optional analytics information only if you consent.
• Cookie-choice information stored in your browser so that we can remember whether you accepted or rejected analytics.

We collect information directly from you when you complete a form or speak to us, automatically when you use the website, and from the engineer, contractor or service provider involved in your booking.

3. How and why we use information

Where we rely on legitimate interests, we consider the impact on your rights and use information only where those interests are not overridden by your rights. We do not sell or rent personal information. We do not use booking information for direct marketing unless we have obtained any permission required by law.

When information is necessary to deal with an enquiry or arrange a service, not providing it may mean that we cannot respond, confirm availability or make the booking. Fields marked with an asterisk on our forms are required.

4. Who we share information with

We share only the information reasonably needed for the relevant purpose. Recipients may include:

• the engineer, contractor or service provider assigned to your enquiry or booking;
• Formspree, which processes submissions from our website forms;
• website hosting, communications, IT, security and support providers;
• Google Analytics, but only if you accept analytics;
• professional advisers, insurers, regulators, courts or law-enforcement bodies where this is necessary or legally required; and
• a buyer, investor or successor if our business or assets are reorganised or transferred, subject to appropriate confidentiality safeguards.

Service providers acting for us must handle personal information only for the agreed purpose and in accordance with applicable data protection requirements. An engineer or service business may also be an independent controller for information it needs to provide the service and meet its own legal duties.

5. International transfers

Some technology providers, including Formspree and Google, may process personal information outside the United Kingdom. Where UK data protection law requires a safeguard, we use an applicable lawful transfer mechanism, such as UK adequacy regulations, the UK International Data Transfer Agreement or the UK Addendum to approved standard contractual clauses. You may ask for more information about the safeguard used by contacting us.

6. How long we keep information

We keep personal information only for as long as it is needed for the purpose for which it was collected, including legal, accounting and dispute-resolution requirements. In general:

• an enquiry that does not result in a booking is kept for up to 12 months after the last contact;
• booking, service, complaint and related transaction records may be kept for up to six years after the matter is completed;
• Google Analytics user-level and event-level information is retained for no longer than 14 months; and
• your cookie choice remains in your browser until you change it, clear your browser storage or we replace the preference.

We may keep information for longer where the law requires it or where it is needed for an active complaint, investigation or legal claim. We securely delete or anonymise information when it is no longer required.

7. Cookies and analytics

Our website uses browser storage and, if you agree, analytics cookies. Essential storage does not require consent because it is used to remember your privacy choice. Optional analytics does not load unless you select “Accept analytics”.

You can accept or reject analytics when the banner appears. You can change your mind at any time using Cookie settings in the footer. Withdrawing consent stops further analytics collection from this browser and removes the Google Analytics cookies that we can access. You can also clear or block cookies in your browser, although blocking essential storage means the site may ask for your choice again.

8. How we protect information

We use appropriate technical and organisational measures intended to protect personal information against unauthorised access, alteration, disclosure, loss or destruction. No internet service can be guaranteed completely secure, so please avoid including information that is not needed for your enquiry.

9. Your data protection rights

Depending on the circumstances, you may have the right to:

• ask for a copy of your personal information;
• ask us to correct inaccurate or incomplete information;
• ask us to delete information;
• ask us to restrict how information is used;
• receive information you supplied in a portable format;
• withdraw consent at any time, without affecting earlier lawful processing; and
• object to processing based on legitimate interests or to direct marketing.

These rights are not absolute and exemptions may apply. We may ask for information to confirm your identity before acting on a request. We normally respond within one month and do not charge a fee unless a request is manifestly unfounded or excessive.

We do not use personal information to make solely automated decisions that produce legal or similarly significant effects.

10. Contact and complaints

To exercise a right or raise a privacy concern, use our online contact form and write “Data protection” at the start of the message, or call 0800 719719. We ask that you contact us first so that we have the opportunity to resolve the issue.

You also have the right to complain to the Information Commissioner’s Office (ICO), the UK data protection regulator:

11. Changes to this policy

We may update this policy when our services, suppliers or legal obligations change. The date at the top shows when it was last revised. Material changes will be highlighted on this page or otherwise communicated where appropriate.