Privacy Policy

Who we are

Insulation Crisis Help is operated by Better Home Hub Ltd, registered in England and Wales, company number 16605946, registered office Unit A, 82 James Carter Road, Mildenhall, Bury St. Edmunds, England, IP28 7DE. We are the data controller for the personal information described below.

For anything about your data, email privacy@betterhomehub.co.uk.

What we collect

When you send an enquiry the form collects:

• Which insulation is causing the problem (you can tick more than one)
• How much of your home is affected
• How the insulation was paid for, for example a government scheme or a private installer
• Your name, phone number and email address
• The first line of your address and your postcode, used to find a specialist who covers your area
• Anything else you choose to tell us in the optional notes box
• Your consent, and the address of the page you sent the enquiry from

If you used our problem identifier or cost guide first and then followed its link to the form, the answers you gave there (such as the symptoms and areas affected) are sent with your enquiry too.

Our hosting provider records ordinary technical information, such as your IP address and the pages requested, to keep the site running and secure. We do not use analytics or advertising tools on this site.

We do not ask for financial details, and we never ask for payment. This service is free to you.

Why we use it, and our lawful basis

• To answer your enquiry and introduce you to a specialist — your consent, which you give by ticking the box on the form. You can withdraw it at any time.
• To run and improve the site — our legitimate interests in operating a service people can use, balanced against your privacy.
• To meet legal obligations — for example keeping records of consent.

Who we share it with

Your enquiry is sent straight to Better Home Hub, our own lead system at betterhomehub.co.uk, which stores it and normally emails you a confirmation. With your consent, Better Home Hub passes it to one or more specialist companies who cover your area and carry out the kind of work you need, so they can contact you about it. They become responsible for how they use your information once they have it, and you should ask them for their own privacy notice.

A specialist may pay us a fee for the introduction. That fee does not change what you pay them, and you are never obliged to proceed.

We use service providers to run the site and store and send enquiries, including Vercel to host the website. The providers Better Home Hub uses for its database and email are listed in the Better Home Hub privacy policy.

We do not sell your personal information for advertising, and we do not pass it to anyone other than the specialists you have consented to and the providers above.

Where your data is held

Enquiries are stored in the EU. Some providers above may process data outside the UK; where they do, the transfer is covered by the UK International Data Transfer Agreement or equivalent safeguards.

How long we keep it

Enquiries are kept for 24 months after your enquiry is closed, so we can deal with follow-up questions and disputes, then deleted or anonymised. Records showing that you gave consent are kept for the same period. Ask us sooner and we will delete your enquiry unless we are required to keep it.

Your rights

Under UK data protection law you can ask us to:

• Give you a copy of the information we hold about you
• Correct anything that is wrong
• Delete your information
• Restrict or object to how we use it
• Transfer it to another provider

You can withdraw consent at any time — that stops future sharing, though it cannot undo an introduction already made. Email privacy@betterhomehub.co.uk and we will respond within one month.

If you are unhappy with how we have handled your information you can complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113. We would rather you came to us first so we can put it right.

Cookies

We do not use analytics or advertising cookies. See our cookie policy for the small amount the site stores in your browser.

Changes

If we change this policy we will update the date at the top. Material changes affecting how we use information already collected will be notified to you directly where we hold contact details for you.