Homeswell Privacy Policy

 

Last updated: 18/09/2026

 

Homeswell respects your privacy and is committed to protecting your personal information.

 

This Privacy Policy explains what information we collect, why we collect it, how we use and protect it, who we may share it with and the rights you have in relation to your personal information.

 

1. Who We Are

 

Homeswell provides domestic cleaning, housekeeping, home organisation and related home-care services.

 

For the purposes of UK data protection law, Homeswell is responsible for personal information where we determine how and why that information is used.

 

Homeswell

 

Website: http://www.homes-well.co.uk

Email: Hello@homes-well.co.uk

Landline: 0121 218 0869

Mobile & WhatsApp: 07494 065433

 

Business address: 25 Fords Road Shirley Solihull B90 1DU

 

If you have any questions about how your information is used, please contact us using the details above.

 

 2. Information We May Collect

 

The information we collect will depend on your relationship with Homeswell.

 

Client information

 

When you enquire about, book or receive a Homeswell service, we may collect:

 

* your name;

* address;

* telephone number;

* email address;

* preferred method of communication;

* booking information;

* service history;

* payment and transaction information;

* correspondence with Homeswell;

* feedback and reviews;

* referral information;

* and other information reasonably necessary to manage your relationship with Homeswell.

 

Information About Your Home

 

Because our services are personalised, we may also record information necessary to provide the service you have requested.

 

This may include:

 

* rooms and areas to be serviced;

* cleaning and housekeeping preferences;

* your priorities;

* products you prefer or do not want used;

* information about delicate surfaces or belongings;

* pet information;

* whether you prefer your service provider to use their professional initiative;

* housekeeping routines;

* areas that should not be entered or cleaned;

* and other instructions you choose to give us about your home.

 

We aim to collect only information that is genuinely useful in providing your service.

 

3. Property Access and Security Information

 

Where necessary to provide your service, you may choose to give Homeswell information about accessing your property.

 

This could include:

 

* key arrangements;

* key-safe information;

* access instructions;

* alarm information; or

* other property access details.

 

We recognise that this information is particularly sensitive from a security perspective.

 

Access to such information will therefore be restricted as far as reasonably practicable to people who genuinely require it to provide or administer your service.

 

For example, your regular service provider may receive the access information necessary to attend your property.

 

Another Homeswell-approved provider should not receive this information simply because they work in your geographical area.

 

Where an alternative provider is assigned to cover your service, they may receive the relevant information required to complete that particular booking.

 

4. Information About Other People in Your Household

 

During a consultation you may occasionally give us information about other people living in or visiting your home where this is relevant to providing your service.

 

Please avoid providing unnecessary personal or sensitive information about other people.

 

We only need information that genuinely helps us provide the service safely and appropriately.

 

For example, it may be relevant for us to know that somebody will be at home during a visit.

 

We would not normally need detailed information about why they are at home.

 

5. Health and Other Sensitive Information

 

Sometimes a client may choose to tell us about a health condition, disability, allergy or other personal circumstance because it affects how they would like their service provided.

 

We will not actively seek detailed medical information where it is unnecessary.

 

Where sensitive personal information is genuinely necessary, we will handle it with additional care and establish an appropriate legal basis and condition for using it.

 

6. Service Provider Information

 

If you apply to become an independent service provider through Homeswell, we may collect information including:

 

* your name;

* address;

* contact details;

* identity information;

* right-to-work information where appropriate;

* references;

* experience and qualifications;

* availability;

* geographical working preferences;

* service specialisms;

* insurance information;

* DBS-related information where appropriate and legally permitted;

* payment information;

* customer feedback;

* booking history;

* and information relevant to determining your continued eligibility to provide services through Homeswell.

 

We will only collect information reasonably required to operate the provider relationship, comply with legal obligations and protect Homeswell customers.

 

7. How We Collect Your Information

 

We may collect information:

 

* directly from you during a telephone call or Home Consultation;

* when you complete an enquiry or booking;

* through our website;

* through our booking platform;

* through email;

* through telephone calls or messages;

* through WhatsApp where you choose to communicate with us in this way;

* when you provide feedback or a review;

* from a service provider where necessary to manage your service;

* or from another source where you have authorised them to provide information to us.

 

8. How We Use Your Information

 

We may use your information to:

 

* respond to enquiries;

* arrange Home Consultations;

* create and maintain your client profile;

* understand your household preferences;

* provide and administer services;

* match clients with suitable approved service providers;

* arrange alternative cover where required;

* manage bookings;

* process payments;

* communicate about upcoming services;

* make requested changes;

* deal with cancellations;

* resolve complaints;

* investigate service issues;

* process refunds or account credits;

* ask for feedback;

* operate our referral or loyalty programmes;

* maintain appropriate business records;

* protect our clients, providers and business;

* prevent fraud;

* comply with legal obligations;

* and improve the Homeswell service.

 

9. Our Lawful Bases for Using Personal Information

 

UK data protection law requires us to have a lawful basis for using personal information.

 

Depending upon the circumstances, Homeswell may rely on:

 

Contract

 

Where using your information is necessary to take steps at your request before entering into a contract or to provide and administer a service you have purchased.

 

For example, we need your address to arrange a home cleaning service at your property.

 

Legal obligation

 

Where we need to retain or use certain information because the law requires us to do so.

 

Legitimate interests

 

Where it is reasonably necessary for Homeswell's legitimate business interests and those interests are not overridden by your rights and interests.

 

This may include appropriate uses relating to:

 

* managing our business;

* preventing fraud;

* maintaining service quality;

* handling complaints;

* protecting customers and service providers; and

* improving our services.

 

Where we rely on legitimate interests, we will consider whether the use of your information is necessary and proportionate.

 

Consent

 

In circumstances where consent is the appropriate lawful basis, we will ask you for that consent.

 

Where we rely upon your consent, you may withdraw it.

 

10. Who We Share Your Information With

 

Homeswell does not sell your personal information.

 

We may share limited information with organisations or people where this is necessary to operate our business or provide your service.

 

These may include:

 

Homeswell-approved service providers

 

A provider assigned to your booking may receive the information reasonably necessary to provide the service.

 

This could include:

 

* your name;

* property address;

* service requirements;

* relevant home preferences;

* pet information;

* and necessary access information.

 

Providers should not receive information they do not reasonably need.

 

Booking and business-management providers

 

Homeswell may use third-party software to manage bookings, client preferences, provider availability, communications and related administration.

 

Payment processors

 

Payments may be processed through third-party payment providers such as Stripe.

 

Homeswell does not need to store complete payment-card details where payment information is securely handled by the payment provider.

 

Professional advisers

 

Where appropriate, information may be shared with our:

 

* accountant;

* solicitor;

* insurer;

* IT or security advisers; or

* other professional advisers.

 

Authorities

 

We may disclose information where required by law or where reasonably necessary to establish, exercise or defend legal rights.

 

11. BookingKoala

 

Homeswell currently intends to use BookingKoala to assist with the management of:

 

* bookings;

* client profiles;

* service preferences;

* service-provider information;

* scheduling;

* communications;

* and related business administration.

 

Before publication of this policy, Homeswell will confirm the precise data-processing arrangements applicable to our BookingKoala account, including where information is stored and any international data-transfer arrangements.

 

12. Stripe and Payments

 

Homeswell may use Stripe or another approved payment processor to process customer payments and service-provider payouts.

 

Payment processors may collect information required to process transactions, prevent fraud and comply with their own legal obligations.

 

Where payment information is collected directly by the payment processor, that organisation will handle the information in accordance with its own privacy arrangements.

 

Homeswell will confirm the exact payment configuration before this policy is published.

 

13. International Transfers

 

Some of the technology providers used by Homeswell may process or store information outside the United Kingdom.

 

Where personal information is transferred internationally, we will take reasonable steps to ensure that appropriate legal safeguards are in place as required by UK data protection law.

 

Details of relevant international transfers and safeguards will be added once Homeswell's final software and payment arrangements have been confirmed.

 

14. How Long We Keep Information

 

We will not retain personal information indefinitely simply because we have collected it.

 

Different types of information may need to be kept for different periods depending upon:

 

* the purpose for which it was collected;

* our contractual relationship;

* accounting and tax requirements;

* insurance requirements;

* possible complaints or legal claims;

* safeguarding and security considerations; and

* other legal obligations.

 

Where information is no longer reasonably required, we will delete, anonymise or securely dispose of it.

 

Homeswell will maintain an internal retention schedule setting out appropriate retention periods for different categories of information.

 

15. Keeping Your Information Secure

 

Homeswell takes reasonable organisational and technical steps to protect personal information.

 

These may include:

 

* password-protected systems;

* appropriate account security;

* restricting access according to role;

* limiting provider access to relevant customer information;

* keeping property-access information restricted;

* using reputable booking and payment providers;

* removing access when it is no longer required;

* and requiring service providers to respect customer confidentiality.

 

No electronic system can be guaranteed to be completely secure, but we will take reasonable steps proportionate to the information we hold.

 

16. Marketing

 

Homeswell may occasionally wish to tell you about relevant services, offers or news.

 

Where consent is required for electronic marketing, we will obtain it.

 

You can ask us to stop sending marketing communications at any time.

 

Stopping marketing communications will not prevent us from sending necessary service messages such as booking confirmations, payment information or changes affecting a service you have booked.

 

17. Reviews

 

Homeswell may invite clients to leave feedback or reviews.

 

Providing a review is voluntary.

 

Where you provide a review for publication, we will explain how it may be displayed or used.

 

We will not knowingly publish private information about your household without an appropriate basis.

 

18. Referrals, Credits and Gift Cards

 

Where Homeswell operates referral programmes, account credits or gift cards, we may process information necessary to administer these services.

 

If you refer another person, please avoid giving us unnecessary information about them.

 

Where appropriate, we may ask the referred person to contact Homeswell directly rather than adding them to marketing communications without their knowledge.

 

19. Cookies and Our Website

 

Our website may use cookies and similar technologies.

 

Some cookies are necessary for the website to function.

 

Where cookies or similar technologies are not strictly necessary and consent is legally required, we will ask for your permission before using them.

 

Further information will be provided through our website cookie notice or cookie settings.

 

20. Your Data Protection Rights

 

Depending upon the circumstances and the lawful basis on which we use your information, you may have rights including:

 

* the right to access personal information we hold about you;

* the right to ask us to correct inaccurate information;

* the right to request deletion of information in certain circumstances;

* the right to ask us to restrict how information is used in certain circumstances;

* the right to object to certain uses of your information;

* the right to data portability in certain circumstances; and

* rights relating to certain automated decision-making.

 

Not every right applies in every situation.

 

To exercise a right, please contact:

 

Hello@homes-well.co.uk

 

We may need to confirm your identity before fulfilling certain requests.

 

Your Right to Object

 

You have the right to object to the use of your personal information for direct marketing at any time.

 

You may also have the right to object where we rely on legitimate interests, depending upon the circumstances.

 

21. Complaints About Your Personal Information

 

If you are unhappy with how Homeswell has handled your personal information, please contact us first so that we have an opportunity to investigate your concerns.

 

Email: Hello@homes-well.co.uk

 

You also have the right to raise a concern with the UK's data protection regulator, the Information Commissioner's Office (ICO).

 

Information about making a complaint is available from the ICO.

 

 22. Changes to This Privacy Policy

 

We may update this Privacy Policy as Homeswell develops or where our legal, technological or business arrangements change.

 

The latest version will be available on our website.

 

Where a change materially affects how we use existing customer information, we will take appropriate steps to bring the change to the attention of affected individuals.

 

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Homeswell

 

A calmer home, cared for your way

http://www.homes-well.co.uk

Hello@homes-well.co.uk

0121 218 0869

07494 065433