Howz Privacy Policy

This Privacy Policy explains how Intelesant Ltd (trading as Howz) collects, uses, and protects your information when you use our services.

1. About Howz

Howz provides a service that uses sensors in your home to generate insights, which you can access via a mobile app or web portal. We also provide customer support via telephone and email, and we deliver sensor kits to your address to enable the service.

We are registered with the UK Information Commissioner’s Office (ICO) and are committed to protecting your personal data. A Privacy Impact Assessment has been completed in line with ICO guidance.

2. Your Data and Our Role

You are the data owner.

Intelesant Ltd acts as the data controller, meaning we determine how and why your personal data is processed. We only process your data with a valid legal basis and, where required, your consent.

Where we are providing the service for another organisation such as your local council or care provider they are the data controller and we are a data processor. In this case the privacy policy and data handling is managed by the organisation and may differ to the information provided here.  Please refer to the organisation providing the Howz service to you for more information and support. 

We categorise data as:

  • Personal data – information that identifies you (e.g. name, address, contact details)

  • Pseudonymised data – data labelled so it cannot directly identify you, but can be linked back if necessary or linked to your identifier within the organisation using our service for you

  • Anonymised data – data that cannot be linked to you at all

3. Legal Basis for Processing

We process your data to:

  • Provide and operate the Howz service

  • Ensure information is linked to the correct installation site

  • Deliver customer support

  • Enable you to share your data with others

4. Information You Provide

When registering or using Howz, you may provide:

  • Email address

  • Username and password

  • Location (nearest town to installation)

You may be registered as a customer or as a “Very Important Person- VIP” (someone with access to another user’s data).

We may retain records of any communications you have with us.

You are responsible for the accuracy and content of any data you input into the system.

5. Information Collected Automatically

When you use Howz, we may collect:

  • Device type and unique identifiers

  • Operating system and network information

  • Time zone settings

  • Usage data (how you interact with the app or web portal)

6. Who Has Access to Your Information

Access is limited to authorised personnel:

  • Customer support and insight teams – access to personal data for support purposes

  • Technical teams – access to sensor data only (not directly identifiable)

  • Accounts team – access to billing information for payment processing

Where applicable:

  • Data may be shared with research partners in anonymised or pseudonymised form

  • Additional information will be provided for specific trials or service provision

You control who else can view your data ("VIPs"). You are responsible for managing their access and ensuring their details are correct. Access can be revoked at any time.

7. Data Storage and Security

We take appropriate technical and organisational measures to protect your data:

  • Data is stored on secure, encrypted servers

  • Sensor data is transmitted securely and does not include personal identifiers

  • Pseudonymisation is used within analytics systems

Systems used include:

  • Zendesk (customer support data)

  • Secure hosted servers (purchase and account data)

Data stored on your device may be included in third-party backups (e.g. Apple iCloud). However, all essential data is securely stored on our servers.

8. How We Use Your Data

We use your data to:

  • Provide and maintain the service

  • Improve performance, features, and security

  • Evaluate and develop our services

Any data used for research, reporting, or promotional purposes will be anonymised.

We do not sell your personal data to third parties.

9. Usernames and Email Addresses

Your username and email address are used to identify your account and allow communication.

  • A valid email address is required for account management

  • You are responsible for keeping login details secure

  • Accounts may be linked to another person’s email where appropriate

10. Managing Your Account

You can:

  • Deactivate your account

  • Delete your account

  • Remove access for other users (VIPs)

Account deletion process:

  • Your account is first deactivated for 30 days

  • After this, it is permanently deleted

  • Personal data is removed, except where retention is required by law (e.g. financial records retained for up to 10 years)

Anonymised data may be retained for system improvement and analytical purposes.

11. Data Retention

We retain data in line with our retention policy, typically up to 8 years where required for legal, regulatory, or operational purposes.

12. Cookies

Our website uses cookies to:

  • Improve user experience

  • Remember preferences

  • Analyse usage (e.g. via Google Analytics)

You can manage or disable cookies through your browser settings.

13. Technology Changes

We may update how we use personal data as our technology evolves. Any significant changes will be communicated through updates to this policy.

14. Third-Party Links

Our website may contain links to external sites. These are not governed by this Privacy Policy, and we are not responsible for their content or data practices.

15. Your Rights

You have the right to:

  • Access your personal data

  • Request correction of inaccurate data

  • Request deletion of your data

  • Object to or restrict processing

To exercise these rights, please contact us.

16. Updates to This Policy

We may update this Privacy Policy from time to time. The latest version will always be available on our website.

Version 4.3 – Updated April 2026

Contact and Complaints

Complaints Procedure

Version 4.3 – Updated April 2026

1. Our Commitment

At Howz, we are committed to providing a high-quality service and handling your data responsibly. If something goes wrong, we want to hear from you so we can put it right.

We aim to make our complaints process clear, simple, and easy to access, including for concerns about how your personal data is used.

2. What You Can Complain About

You can make a complaint about:

  • The Howz service or equipment

  • Customer support or communication

  • Billing or payments

  • How your personal data is collected, used, or shared

  • Access to your data or your rights

3. How to Make a Complaint

You can contact us in the way that suits you best:

📧 Email: info@howz.com 📞 Phone: 0203 8686850 🌐 Online: via the contact form on www.howz.com

If your complaint is about data protection or privacy, please clearly state this so we can prioritise it appropriately.

4. What We Need From You

To help us investigate your complaint quickly, please provide:

  • Your name and contact details

  • A clear description of your concern

  • Any relevant dates or supporting information

5. What Happens Next

  • We will acknowledge your complaint within 5 working days

  • We aim to provide a full response within 20 working days

  • If more time is needed, we will keep you informed

For data protection complaints, we will respond in line with applicable data protection laws.

6. Data Protection Complaints

If your complaint relates to how we use your personal data:

  • It will be handled by our data protection team

  • We will investigate promptly and fairly

  • We will explain the outcome and any actions taken

You also have the right to raise concerns about:

  • Access to your data

  • Accuracy of your data

  • How your data is being used

  • Requests to delete or restrict your data

7. If You Are Not Satisfied

If you are not happy with our response, you can escalate your complaint to our Managing Director on request.

If your complaint relates to how we have handled your data you have the right to contact the Information Commissioner’s Office (ICO):

Wycliffe HouseWater LaneWilmslowCheshireSK9 5AFhttps://ico.org.uk/make-a-complaint/data-protection-complaints/

8. Accessibility

We are committed to making our complaints process accessible.

If you need support to make a complaint (for example, due to disability or communication needs), please contact us and we will assist you.

9. Continuous Improvement

We use complaints to improve our services, systems, and data protection practices.

10. Updates to This Procedure

This Complaints Procedure may be updated from time to time. The latest version will always be available on our website.

Version 4.3 – Updated April 2026