Privacy Policy

1. On The House Privacy Policy

At On The House (On The House Limited) 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.

This policy tells you exactly what information we collect from you and how we then use it to deliver our services, as well as your rights.

Please take the time to read this policy and let us know if you have any questions – our Support Team will be very happy to answer any questions you have.

We may change this policy by updating this page from time to time. We will definitely let you know if we do make any changes to this. This policy takes effect from 1st Nov 2019.

2. Who we are

For the purposes of the EU General Data Protection Regulation and the Data Protection Act 2018, On The House is the data controller and responsible for your personal data. Our full details are:

  • Full name of legal entity: On The House Limited
  • Email address: support@onthe.house
  • Postal address: International House, Regent Street London W1B 2QD
  • Telephone number: 0207 193 4496
3. The information we hold about you

When you buy or research a product or service through us, we or our subcontractors will collect some of your personal details, to make sure that we can provide you the best service possible.

  • Your contact details – your name, address, telephone number (including mobile), email address and date of birth.
  • Your payment details – your Direct Debit details or credit/debit card number.
  • Property type and boiler details – whether you live in a flat, house etc.
  • Property and system details – the address of the property that is covered, the make, model and age of your boiler and the condition of the central heating system.
  • Authorised parties – Details of any additional authorised parties who can manage your requirements on your behalf.
  • IP address for your device.
  • Responses to surveys, competitions and promotions.
  • Records of your discussions with our customer support teams.
  • Mobile applications and website usage – statistical data about our users’ browsing actions and patterns, and does not identify any individual.
  • Call out history – how many call outs you have had.
  • Anti-fraud information – information which helps us detect and prevent fraud.
  • Advertising and Direct Marketing – information about how you respond, or interact with, any Direct Marketing or advertising communications directed to you, including any requests for these communications to stop.
  • Records of your discussions with our customer success team – this includes call recordings, webchat and emails. When you share comments and opinions with us, ask us questions or make a complaint we will keep a record of this. This includes when you send us emails, phone our support team or contact us via webchat or through social media such as through Twitter or on Facebook
  • Details required to comply with the requirements of supervisory organisations – such as the Financial Conduct Authority and relevant industry bodies, such as Gas Safe.
4. How we use this information

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data to perform the agreement we are about to enter into or have entered into with you or in accordance with our legitimate interests. Examples of use include:

  • Providing our services

    This includes signing you up as a new customer, delivering your products and managing your relationship with us.

  • Help us maintain the account

    This includes taking payment, investigating any misuse of your account from fraud or crime, pricing and modelling.

  • Track, analyse and improve the services we give you and other customers

    This includes optimising business processes, staff training, developing and extending our products and services and assessing which products and services may be of interest to you.

  • Contact you about products you might be interested in the future

    We might market and communicate our products and services and those of affiliated partners where we think these will be of interest to you by email. You can always unsubscribe from receiving these if you want to, by email.

  • Legitimate Interests

    We might use your data to conduct and manage our business to allow us to give you the best service, product and the best and most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law).

5. Who we share it with

We may share your personal information with:

  • Anyone who works for us when they need it to do their job.
  • Any organisation which supports any of our services you use, when they need it to offer those services. That includes:

Our network of subcontractors
Our payment processor (Stripe)

  • Companies that do advertising for us (but we won’t share identifiable personal data with third parties for their own direct marketing unless you give us permission, and you can opt out any time).
  • 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.

6. How long we keep it

We keep your data as long as you’re using On The House, and for 6 years after that to comply with the law. In some circumstances, like cases of anti-money laundering or fraud, we may keep data longer if we need to and/or the law says we have to.

7. 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 or complete data you believe is incomplete.
  • Ask us to delete, ‘block’ or restrict the processing of your data, though for legal reasons we might not always be able to do so.
  • Object to us using your data for direct marketing and in certain circumstances ‘legitimate interests’, research and statistical reasons.
  • Request that we transfer the data that we have collected to another organisation, or directly to you, under certain conditions.
  • Withdraw any consent you’ve previously given us.

If you wish to exercise any of the rights set out above, please contact us by emailing help@onthe.house. (We try to respond to all legitimate requests within one month. Occasionally it could take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.)

The website may, from time to time, contain links to other websites. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

8. 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 third-party organisations and countries:

  • using the European Commission says have adequate data protection (via an adequacy decision).
  • that we’ve agreed EU-standard data protection clauses with, which give your data the same protection it has in Europe(more information on these clauses can be found on the European Commission’s website).
9. How to make a complaint

At On The House, we are dedicated to giving you the best customer experience. If we make a mistake or if you think we haven’t done the right thing, please let us know as soon as possible so that we can put things right.

  • Call us on 0207 193 4496
  • Email us at support@onthe.house

We take any complaint seriously and we’ll do our best to fix any issue as soon as possible. If we need time to investigate, we’ll let you know and keep you updated.

10. How to contact the appropriate authority

If you want to report a complaint or if you feel that we haven’t addressed your concern in a satisfactory manner, you can contact the UK Information Commissioner’s office (ICO).

11. Changes to our privacy policy

Any changes we may make to our privacy policy in the future will be posted on this page and, where appropriate, notified to you by email. This policy was last updated on 1st Nov 2019

12. Our cookies policy

Cookies are text files placed on your computer to collect standard Internet log information and visitor behaviour information. When you visit our website, we may collect information from you automatically through cookies or similar technology.

Cookies help us to improve the Website and to deliver a better and more personalised service. They enable us:

  • to estimate our audience size and usage pattern;
  • to store information about your preferences, and so allow us to customise our site according to your individual interests;
  • to speed up your searches; and
  • to recognise you when you return to our site.

Our website uses cookies for:

  • Functionality – we use these cookies so that we recognize you on our website and remember your previously selected preferences. These could include what language you prefer and location you are in. A mix of first-party and third-party cookies are used.

You may refuse to accept cookies by activating the setting on your browser which allows you to refuse the setting of cookies. However, if you select this setting you may be unable to access certain parts of the Website. Unless you have adjusted your browser setting so that it will refuse cookies, our system will issue cookies when you log on to the Website. By using the Website you agree to this. For further information, visit allaboutcookies.org

13. Marketing and Advertising

We may also receive information about you from third parties. This can include information such as your name, postal address, email address, phone number, your geographic location (for mobile devices). The information received will be used to present products and services which we believe are relevant and of interest.

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