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.
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:
- Telephone number (including mobile)
- Email address
- Date of birth
- Payment details (Direct Debit, credit/debit card number)
- Property type (flat, house etc.)
- 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)
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. Unless
otherwise stated, the information you provide will never be used for any other
purpose without your permission. If any of the data is missing from the application
form or is incorrect, we may not be able to process your request.
We sometimes use data from 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 mailings that has passed away.
We also use data for 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.
If you’re a current or past customer, we’ll keep a copy of your personal details
for no longer than 6 years, from the time your active relationship with us ends.
Holding on to data allows us to keep accurate records for tax purposes and to handle
any future complaints. All other personal data used for prospecting and quotation
requests is kept for a maximum of 90 days, unless otherwise required by law.
Some of the data that we collect may be transferred to and stored at a destination
outside the European Economic Area ('EEA'), 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
We often work with a number of carefully selected third parties, 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 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
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.
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: [email protected] or alternatively you can write to us at:
Checkatrade Head Office
5 - 6 Sherrington Mews, Ellis Square,
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 30 days. 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.
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
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
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 relating to that
website before submitting any personal information.
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: 1.0
Date released: December 2017