Table of contents

Home Emergency Assist Services and your personal data
Full Policy
1. Automated Decision Making
2. Why do we need this information?
3. What do we do with this information?
4. How we collect your information
5. Disclosing your personal information
6. How long do we keep your information?
7. Your legal rights
8. Customer Profiling
9. Important Information
Have a question?

Home Emergency Assist Services and your personal data

This is our privacy notice, and it explains your statutory rights and how we collect and use your personal data. It describes the processing activities that are carried out by Home Emergency Assist in relation to the Services we provide, the purposes for which these activities are performed and the legal basis that Home Emergency Assist relies upon for these processing activities.

This policy may be updated at any time to ensure that it is always accurate. All changes we make will be reflected on this page and any significant changes will be communicated to you directly.

If you have any questions about this policy or your rights under it, please contact:

Ground Floor,
4c New Fields Business Park
Stinsford Road
BH17 0NF

Full Policy

What will we collect?

We collect certain personal information from you, which is any information which might identify you.

The information we collect includes:

  • Contact data: your name, address, telephone numbers, email address and date of birth

  • Payment information: your debit/credit card or account number and sort code

  • Technical data: your IP (Internet Protocol) address. We track technical data by using cookies (see our cookie policy for more information).

  • Usage data: how you use our services and website.

  • Marketing and communications data: in the methods you have given consent to.

  • Special categories of data health and financial vulnerability data, if applicable - this allows us to provide a suitable service, where we have your explicit consent to do so.

It is important that the personal data we hold about you is up to date so please let us know if your personal data changes at any time.

We may also use aggregated data. All data of this type is anonymised and does not reveal your identity. This is used to improve our operations and ensure we are providing you with the best service possible.

1. Automated Decision Making

In some cases, decisions made about you will be made entirely automatically:

  • Automatic renewal at the end of your 12-month policy unless you cancel the policy

  • Whether to offer insurance renewal for the following policy year

If you disagree with the outcome of a choice made entirely by automatic decision, you can dispute it, request a human review of the decision, and express your concern. You can also get an explanation of the decision. Please get in touch with us if you wish to do so.

2. Why do we need this information?

Your personal information will only be used where we can do so by law. This will be under one or more of the following:

  • To fulfil a quotation, contract and analyse the services we provide. We will not collect any personal data from you that we do not need to provide services to you

  • For marketing purposes, where you have agreed to us using your personal data

  • To comply with legal/regulatory requirements

It is in our legitimate interest as a business to use your personal data in this way. Where we rely on legitimate interests, we will always make sure that we balance these interests against your rights.

3. What do we do with this information?

International Transfers

We and our appointed third-party service providers may transfer and process personal information outside the European Economic Area. To protect your personal information, transfers are subject to data safeguards, to ensure compliance with data protection laws. Please contact us if you want further information on the specific mechanism used by us when transferring your personal data out of the EEA.

European Transfers

For the purposes of IT, hosting and maintenance, this information is located on servers within Europe. We have a Data Protection regime in place to oversee the effective and secure processing of your personal data and have implemented various strategies, controls, policies and measures to keep your data secure and keep these measures under close review. We protect your data using encryption techniques and we use other safeguards such as firewalls and password protection.

Your data is protected and only accessible by co-workers who need to carry out their job responsibilities.

4. How we collect your information

We collect certain personal information from you during your quote and buy journey and when you get in contact with our customer services or use our website. We may record any communications we have with you, including emails, telephone calls and live chats.

Home Emergency Assist currently have only two specific sources relating to personal information collection:

  • Home Emergency Assist in-house online forms

  • Third party ICO registered companies

5. Disclosing your personal information

We may allow 3rd parties to use the personal information we hold about you. This includes the following:

  • Regulators and other authorities: who we need to report to about what we are doing with your data if required

  • Service providers: contractors who provide engineering services on behalf of us

  • Collection agencies

These third parties will only process data on our behalf and will not use the data for their own purposes. We only allow them to use this in accordance with the law and our instruction.

6. How long do we keep your information?

We retain all personal information for the duration of your contract and for up to 6 years from the end date as required under current legislation. After this time, it will be deleted, all paper records are securely destroyed. Information we use for marketing purposes will be kept with us until you notify us that you no longer wish to receive this information.

How do we keep your Personal Information secure?

We have put into place security protocols that comply to industry best practices to protect your personal information.

We have procedures and policies in place to restrict who has access to personal information. Home Emergency Assist has a legitimate business need to obtain such data. We uphold procedural, electronic, and physical safeguards. We comply to commonly recognised guidelines to safeguard the provided personal data, both in transit and once we receive it. We demand that any contractors we hire to work on our behalf and to whom we disclose Personal Information gained through the Service maintain the privacy and security of that data. However, no technique of electronic storage or communication over the Internet can be fully secure. As a consequence, we cannot guarantee that it will be fully secure.

7. Your legal rights

You have numerous rights in relation to your personal information. These are:

  • Request access to the personal information we hold - upon a completed request we have up to 1 month to supply you with the information

  • If any personal information we hold on you is incorrect, you can request that this is corrected

  • You can request removal of your information - this may affect our ability to provide you with services

  • You can object to the processing of your personal information in certain circumstances

  • You can request that your personal information is transferred to a third party who has your authority

  • You can withdraw your consent where there is reliance on this to process your personal information - this may affect our ability to provide you with services

To exercise your rights in relation to your personal information, please write to the above address.

8. Customer Profiling

To understand the needs, behaviours and socio-demographic characteristics of our customers we may carry out something known as 'Customer Profiling'. This is to help us make sure that we are offering the right products to the right people. An example of this would be supplying an annual boiler service to a customer whose boiler does not run on natural gas or LPG. This enables us to tailor the products we offer to our customers whilst also enhancing any potential benefits.

If you ever feel that we haven't processed your data fairly or you do not feel we have handled your personal information correctly, you can contact the Information Commissioner's Office, who will look into this for you. For full details on how to do this, visit:

9. Important Information

Minimum Age

We do not, knowingly, collect personal information from anyone under the age of 18. You must be at least 18 years of age to use our services.

Contact Us

For customer enquiries, please contact us at Home Emergency Assist, New Fields Business Park, Ground Floor, 4c, Stinsford Road, Poole, BH17 0NF or by calling us on 0333 00 34 999.

Have a question?

If you wish to discuss your rights or raise a formal complaint, please contact customer services on: 0333 00 34 999.

If you are not satisfied with our response or believe we are processing your personal data otherwise in accordance with the law, you can complain to the Information Commissioner's Office (ICO) via their website or by calling 030 123 1113.