Last updated: 30 September 2025
Resolving Sites Ltd (“we”, “our”, “us”) respects your privacy and is committed to protecting your personal data. This Privacy Policy explains how we collect, use, store, and protect your information when you use our services, visit our website, or interact with us as part of your home emergency claim.
By using our services, you agree to the terms outlined in this Privacy Policy.
1. Who we are
Resolving Sites Ltd is a Home Emergency Network Provider, working with insurers, contractors, and policyholders to arrange emergency repairs and support.
Company Name: Resolving Sites Ltd
Registered Address: Morelands Trading Estate, Bristol Road, Gloucester, Gloucester, England, GL1 5RZ
Company Number: 16553940
Email: admin@resolving.site
Telephone: 01452 920255
2. Information We Collect
We collect personal information necessary to arrange and manage emergency home services. This includes:
a. Personal Details
- Full name
- Contact information (address, phone number, email)
- Policy or claim reference numbers
b. Claim and Property Information
- Details of the home emergency (e.g., plumbing, heating, electrics)
- Property address and access details
- Job notes, photographs, or videos relevant to the claim
c. Contractor and Client Communications
- Records and recordings of phone calls, emails, and other correspondence
- Job updates and appointment information
d. Technical Data (Website & Platform Use)
- IP address
- Browser type and version
- Usage data (e.g., pages visited, time on site, device type).
3. How We Use Your Information
We use your information for the following purposes:
- To process and manage your home emergency claim
- To coordinate repairs and appointments with contractors and service partners
- To communicate with you, your insurer, and other stakeholders
- To maintain records for compliance and auditing purposes
- To improve our services, including website functionality and operational processes
- To comply with legal obligations, such as fraud prevention and regulatory reporting
We do not sell your personal data to third parties.
4. Sharing Your Information
We may share your information with:
- Insurers and clients – to manage claims and validate coverage
- Approved contractors and service providers – to carry out repairs or inspections
- Technology providers – who support our systems and communications (under strict data protection agreements)
- Regulatory bodies or authorities – when required by law
All third parties are required to respect the security of your data and to process it in accordance with applicable data protection laws.
5. Legal Basis for Processing
We process your data under the following legal bases:
- Contractual necessity: To fulfil our service obligations in managing your claim.
- Legal obligation: To comply with regulatory requirements.
- Legitimate interests: To operate and improve our services efficiently and securely.
- Consent: Where applicable (e.g., for optional communications or certain website cookies).
6. Data Retention
We keep your personal data only as long as necessary to fulfil the purposes we collected it for, including satisfying legal, accounting, or reporting requirements. Typically:
- Claim and job records: Retained for up to 7 years after closure
- Communications: Retained in line with legal and operational obligations
- Website usage data: Retained for analytics for up to 2 years
7. Your Data Protection Rights
Under UK data protection law (UK GDPR and Data Protection Act 2018), you have the right to:
- Access the personal data we hold about you
- Request correction of inaccurate or incomplete data
- Request erasure of your data, where legally permissible
- Object to processing in certain circumstances
- Request restriction of processing
- Request data portability (transfer to another service)
- Withdraw consent at any time (where processing is based on consent)
To exercise these rights, please contact us at admin@resolving.site.
8. Data Security
We take appropriate technical and organisational measures to protect your personal data from unauthorised access, misuse, loss, or alteration. This includes:
- Secure systems and encrypted communications
- Access controls and staff training
- Regular reviews of data handling procedures
- We are Cyber Essentials Plus certified, demonstrating our commitment to robust cybersecurity standards.
9. Cookies and Website Tracking
Our website uses cookies and similar technologies to improve your experience, analyse usage, and deliver relevant content.
You can control cookie settings through your browser.
10. International Transfers
We primarily store and process data within the UK. Where we transfer data outside the UK (e.g., via service providers), we ensure appropriate safeguards are in place to protect your information in line with UK data protection standards
11. Changes to This Privacy Policy
We may update this Privacy Policy from time to time. Any significant changes will be communicated on our website or directly to you where appropriate.
The “Last updated” date at the top reflects the most recent version.
12. Contact Us
If you have any questions about this Privacy Policy or how we handle your data, please contact:
Data Protection Officer
Resolving Sites Ltd
Email: admin@resolving.site
Address: Morelands Trading Estate, Bristol Road, Gloucester, Gloucester, England, GL1 5RZ
If you are not satisfied with our response, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO): https://ico.org.uk