About HomeServe Finance
Privacy Policy
Who We Are
HomeServe Finance Ltd is authorised and regulated by the Financial Conduct Authority under firm reference no. 994955. HomeServe Finance Limited is part of the HomeServe Limited group (“we”, “our”, “us”).
We’re committed to protecting and respecting your privacy. If you have any questions about your personal information, you can email us at uksupport@homeservefinance.com
Or write to us at HomeServe Finance Ltd, 1 Connections House, Station Road, Biggleswade SG18 8AL.
We’re registered with the Information Commissioner’s Office under number Z7601072.
What Data Do We Store
- Data about you – these are things like your name, email, address or any additional details you provide to us when you use our website or apply for a HomeServe Finance product.
- Device data – e.g. IP address, operating system you use etc.
- Cookie information. Read our Cookie Policy for more info on what cookies are and how we use them.
How Do We Use Your Data
We use the data we collect to:
- Track, analyse and improve the services we give you and other customers.
- To exercise our legitimate interests. This is when we use data for a reason which is in your and/or our interest, and which doesn’t involve overriding your privacy rights and meets our legal obligations.
Who Do We Share Your Data With
We may share your personal information with:
- Anyone who works for us when they need it to do their job.
- Any part of our group or organisation which supports any of our services you use, when they need it to offer those services. This includes:
- Analytical Providers including Sentry.io.
- Data and service providers including Aircall, Fetchify, GoCardless and Intercom.
- Cloud platform providers including Amazon Web Services.
- Anyone who you give us explicit permission to share it with.
We’ll also share it to comply with the law; to enforce our Terms and Conditions or other agreements; or to protect the rights, property or safety of us, our customers or others.
How Long Do We Keep Your Data
We keep your data as long as you’re using a HomeServe Finance product, and for 7 years after that to comply with the law.
Your Rights
You have a right to:
- Access the personal data we hold about you, or to get a copy of it.
- Make us correct inaccurate data.
- Ask us to delete, ‘block’ or suppress your data, though for legal reasons we might not always be able to do it.
- Object to us using your data for direct marketing and in certain circumstances ‘legitimate interests’, research and statistical reasons.
- Withdraw any consent you’ve previously given us.
To do so, please email us at uksupport@homeservefinance.com
Where We Store Your Data
We might transfer and store the data we collect from you somewhere outside the European Economic Area (‘EEA’). People who work for us or our suppliers outside the EEA might also process your data. We may share data with organisations and countries that:
The European Commission say have adequate data protection and we’ve agreed data protection clauses with.
How To Make A Complaint
If you have a complaint, please contact us by emailing complaints@homeservefinance.com and we’ll do our best to fix the problem.
You can also complain to the data protection regulator, the Information Commissioner’s Office, whose address is: Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. Telephone: 0303 123 1113. You can find out how to report a concern on their website at: https://ico.org.uk/make-a-complaint/
Changes To This Policy
We regularly review and, where necessary, update this policy.
If we make any significant changes such as using your personal information in a new way, we’ll update the policy and let you know by email.
Data Sharing with UK Government Department for Energy Security and Net Zero (DESNZ) if your loan application relates to the Warm Homes Scheme Plan.
We may share personal information relating to:
- your application
- your identity and contact details
- your property
- the funded measures and installation
- your loan
- your continued compliance with Scheme requirements
- any information necessary to administer, monitor and audit the Scheme
This information may be shared with DESNZ and organisations acting on behalf of DESNZ.
Why We Share Your Information
Your information may be used by HomeServe Finance Limited, DESNZ and authorised service providers for the following purposes:
- assessing eligibility for the Scheme
- administering Government funding provided through the Scheme
- verifying funded installations
- monitoring Scheme performance and outcomes
- regulatory compliance and governance
- preventing, detecting and investigating fraud, error and misuse of public funds
- financial reconciliation and grant administration
- responding to audits and assurance reviews
- evaluating the effectiveness of the Scheme and Government energy efficiency programmes
Fraud Prevention and Public Funds Protection
As the Scheme involves Government funding, we and DESNZ may use information relating to your application, property, installation and loan to:
- verify eligibility
- identify duplicate or prohibited funding
- detect and investigate fraud, misuse of public funds, error or non-compliance
- undertake risk assessments and investigations
- take action where eligibility requirements have not been met
Information may be shared with regulators, Government departments, law enforcement agencies, fraud prevention agencies and organisations responsible for protecting public funds where permitted or required by law.
Audit, Monitoring and Evaluation
DESNZ, HomeServe Finance Limited and organisations acting on behalf of DESNZ may review information relating to your loan and funded works for the purposes of:
- Scheme monitoring
- compliance reviews
- quality assurance
- financial audits
- independent assurance reviews
- policy evaluation
- improving future Government energy efficiency programmes
This may include reviewing documents, installation records and information relating to the operation and performance of funded measures.
Property Inspections
Where required under the Scheme, DESNZ or its authorised representatives may request access to the property where funded measures have been installed in order to verify eligibility, inspect funded works and audit compliance with Scheme requirements.
Further information regarding inspection rights is set out within your loan agreement and Scheme documentation.
How Long Will Information Be Kept?
Information relating to the Warm Homes Loan Scheme may be retained for as long as reasonably necessary to:
- administer the Scheme
- satisfy legal, regulatory and contractual requirements
- respond to audits, reviews and investigations
- establish, exercise or defend legal claims
In some circumstances information may need to be retained for extended periods following repayment of your loan, termination of the Scheme or completion of funded works where required by law or the Scheme Rules.
DESNZ as Data Controller
DESNZ may act as an independent data controller in relation to personal data processed by it for the purposes of administering, monitoring, auditing and evaluating the Warm Homes Loan Scheme.
Where DESNZ acts as a data controller, it is responsible for determining how that information is used for those purposes.
