Your personal data

How your personal information is used


Privacy Notice
Connect for Help is a free of charge service offering energy efficiency advice, support and free energy saving measures, offered by IncomeMax Community Interest Company and delivered in partnership with Agility Eco Services Limited (“we” or “us”). If eligible, subject to availability, you can receive free telephone advice from a trained advisor who can: give energy advice, help check if you are on the cheapest energy tariff, refer you to local advice and support, and in some cases refer you for further energy efficiency improvements such as loft insulation or a new boiler. More information, including eligibility rules, can be found at


You have either been referred into the Connect for Help service by your local council, housing association or other agency, or have applied to Connect for Help yourself. If you were referred into Connect for Help by someone else, with your consent, they have shared your basic contact information and the reason why they consider you are eligible with us so that we can contact you directly.


This Privacy Notice applies between you, the visitor to this website and/or user of our Connect for Help service and AgilityEco, the owner and provider of this website.


AgilityEco Services Ltd (‘AgilityEco’) acts as a Data Controller under the General Data Protection Regulation (‘GDPR’). We are registered with the Information Commissioner’s Office (‘ICO’) as a Data Controller under registration number ZA000042.


AgilityEco takes the privacy of your information very seriously. We have a few simple principles which we abide by to protect your privacy:


  • We only ask you for and process information which we genuinely need in order to provide you with an excellent service, for example your name, home address, telephone number and e-mail address if you want to enquire about our services; and


  • Where you do enquire about our services and consent to provide us with more than one method of contacting you, for example an e-mail address and telephone number, we will use both methods for correspondence with you, until such time as you withdraw your consent (which may be done at any time) for any or all of those methods of contact; and


  • Unless legally obliged to do so we won’t share your information with anyone, other than for the standard running of the Connect for Help service


This Privacy Notice applies to our use of any and all data collected by us or provided by you in relation to your use of the website and/or the provision of our services to you under the Connect for Help service. We aim to make our collection and use of your data as clear and as transparent as possible, but for brevity it has not been possible to list every circumstance in which we will use your data. We recommend that you read this Privacy Notice carefully.


Any questions or queries you may have can be sent directly to us at:



Suite 5, Mid-Day Court, 20-24 Brighton Rd, Sutton, Surrey SM2 5BN


Important Information Regarding Our Website and Services
This Privacy Notice applies only to the website of Connect for Help ( and does not extend to any websites that can be accessed from this Website. This includes, but is not limited to, any links we may provide, including to social media websites.


Information Collection on Our Website:


  1. Google Analytics. We may at times use Google Analytics to collect standard internet log information about visitors to our website. This is done in order to discover, for example, how many visitors we have to the website. The information is processed in such a way that visitors to our website are not identified, and we do not permit Google Analytics to process your information in a way which would allow you to be identified. You can read more about the use of Google Analytics and their Privacy Notice on their website.

  2. Website Security. We use a third-party hosting service to maintain the security and performance of our website, and in order to do this it is necessary to collect the Internet Protocol (‘IP’) address of visitors to our website.

  3. Cookies. For our website to function properly and to provide you with a pleasant user experience, it is necessary for us to use Cookies – small text files that are placed on your computer by the website. Please be aware that Google Analytics also makes use of cookies on our website.


Visitors to our website who do not wish to have cookies placed on their computers should set their browser preferences to refuse cookies before accessing our website; although the website may then not work properly. Disabling cookies in this way will also stop Google Analytics from tracking any part of your visit to pages within this website.


Connect for Help Service
AgilityEco operates Connect for Help in conjunction with a wide variety of partners, details of whom can be provided to you at your request. Our partners include, but are not limited to:


  1. Local Authorities;

  2. Social Housing Providers;

  3. Income Max Community Interest Company

  4. Affordable Warmth Solutions Community Interest Company

  5. Bierce Surveying Ltd, our subsidiary company; and

  6. Third party service providers, for example central heating installers.


Your local council, housing association or other agency may have referred you to us, in which case you will have been asked by them to give your consent for your contact details and other personal information to be provided to us so that we can assess whether you qualify for the scheme and where you do, for us to contact you directly. Personal information we may collect from you may include information on your health and personal circumstances. You do not have to disclose any information to us that you feel uncomfortable sharing with us at any stage during the Connect for Help service.


If you have previously consented to us contacting you, but have changed your mind, you may withdraw this consent at any time by contacting us using the information given in this Privacy Notice.

Data Requested From You
In line with our principles, in addition to electronic data automatically collected when you use our website, in order to provide you with a service or to respond to any questions or queries you may have, we may request and collect the following data from you:

(a) Your name; and

(b) Your contact information such as email addresses and telephone numbers.


Data provided to us through our contact form, or where you e-mail us, is processed by us with your consent. You may remove your consent at any time by contacting us using the information given in this Privacy Notice.


When we receive your enquiry, we will contact you by telephone using the number(s) you have provided and will then seek your consent to collect further information about your personal and household circumstances in order to establish whether you are eligible for the Connect for Help service and to ensure that we provide you with the best service that we can through the scheme. This information may include:


  1. Household income information

  2. Names of any state benefits you receive

  3. Relevant information about health problems


If you agree to an advice call from one of our Energy Advisors, he/she will be sent, via our secure contact management system, a summary of information about you and your circumstances so that they are able to plan the call. During the call, the Energy Advisor will ask you more personal questions about your household circumstances such as your energy bills in order to establish whether they can assist you, or whether they recommend that you are referred on into an additional service, or for a major energy efficiency measure such as loft insulation. Your information will not be sent to any third party after the advice call except with your explicit consent. A full explanation will be given to you during the advice call. You can withdraw consent at any stage of the process.


Our Use of Your Data
Where you have requested we provide you with a service, we will keep your data for the purposes of evidencing that you were eligible to receive the service, and to ensure we tailor the service to your needs or for other closely related purposes. For example, where you are provided with a service from us, we may contact you to ask you if you were happy with the service and if there is anything we can do to improve our service. Where you have consented during the advice call to be referred into a related service provided by one of our scheme partners, only the bare minimum of your information will be shared, sufficient for that third party to be able to contact you directly to explain their service to you. We will never rent or sell any of the data you provide to us, and any third parties we use will only ever process your information for us on a need to know basis and in accordance with this Privacy Notice.


We will only provide you with marketing information where you consent to this, and you can withdraw consent or change your preferences about marketing activities at any time by contacting us using the details set out above.


Our Data Retention Policy
Other than data we are legally obliged to keep for longer periods, e.g. taxation records, we will retain any data you submit to us for between 18-24 months in order to comply with regulatory requirements laid down by Ofgem. This includes e-mail correspondence. All of your data which we collect is stored securely with appropriate physical, managerial and electronic safeguards in accordance with the principles of the General Data Protection Regulation and any other applicable legislation.


Third Party Access to Your Data
We strive to keep third party access to your data to a minimum. However, data provided by you to us may in some circumstances need to be passed to third parties which we use for the running of our scheme, for example:


  1. to the hosting provider of our website;

  2. to Zoho Corporation who host our cloud-based data;

  3. to third party suppliers working for the Connect for Help scheme; information passed to third parties is used only to the extent required by them to perform the services that we request.

Any use for other purposes is strictly prohibited. Furthermore, any data that is processed by third parties for us will be processed within the terms of this Privacy Notice and in accordance with the General Data Protection Regulation.


Your Access to Your Data which is Held by Us
Under the General Data Protection Regulation you have certain rights as regards the personal data we hold on you. Where you would like to exercise these rights, you can do so by using a Subject Access Request or (‘SAR’).

In a SAR you can ask us if we hold personal data on you, and if so, request a copy of that data. We will also give you a description of the data, tell you why we are holding it and tell you who we could have disclosed it to. We do not charge for the provision of this information.

You can also use a SAR to:


  • ask us to rectify data on you which is incorrect;


  • ask us to stop processing data on you;


  • ask us to delete the data we hold on you;


  • ask us to stop processing your data;


  • ask us to transfer your data to another Data Controller/provide you with your data in a machine-readable format;


  • object to us processing your data (including for use in direct marketing); and


  • exert rights in relation to automated decision making and profiling.


We will reply to all requests as soon as possible, and in no event later than one month. Not all of these rights may be available to you and will depend on the lawful basis we process your information.

For more information on your rights under The General Data Protection Regulation, please see the ICO website.

Transfers outside the European Economic Area (‘EEA’)
Some of our third-party service providers may be located out-with the EEA, including Zoho Corporation who we use for cloud-based data storage. Therefore personal data which we collect from you may be stored, processed in and transferred to such countries, which may not have as stringent data protection laws as found in the EEA. If we transfer your data outside the EEA in this way, we will ensure that the third-party provider which we use is compliant with the GDPR and that your privacy continues to be protected as outlined in this Privacy Notice.


Changes to Our Privacy Notice
Although any changes are likely to be minor, we reserve the right to change and update this Privacy Notice as we may deem necessary from time to time or as may be required by law. Your continued use of this website after any changes means you are deemed to have accepted any change to the terms of this Privacy Notice. As and when any changes occur, they will be set out on a change log. There are currently no changes.


Right to Lodge a Complaint
Our supervisory authority is the ICO and you have the right to lodge a complaint with them if you do not feel we have adequately upheld your rights under the GDPR. Contact details for the ICO can be found here.

In addition to complaining to the ICO, where you feel we have breached your rights and the privacy of your data, you are also entitled to pursue action against us in the courts or other legitimate legal forums, such as arbitration or dispute resolution.

Governing Law and Jurisdiction
This Privacy Notice governed by English law and any disputes will be subject to the exclusive jurisdiction of the English courts.

This service is delivered by:

©2020 AgilityEco


In partnership with:

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AgilityEco. Suite 5, Mid-Day Court,

20-24 Brighton Rd, Sutton, Surrey

Company reg 08304360