Privacy Policy

1. Introduction

Resolve Tech Limited ("we," "our," or "us") is committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our AI-powered complaints handling and compliance automation platform (the "Service").

This policy applies to all users of our Service, including UK social housing providers, their tenants, and any individuals whose data is processed through our platform.

Company Details:
Resolve Tech Limited
Registered in England and Wales
Address: London, United Kingdom
Email: hello@resolve-housing.co.uk

2. Information We Collect

2.1 Personal Information

We may collect the following types of personal information:

• Identity Data: Name, username, title, date of birth
• Contact Data: Email address, telephone numbers, postal address
• Technical Data: IP address, browser type and version, device information
• Usage Data: Information about how you use our Service
• Communications Data: Complaint details, correspondence, and other communications
• Profile Data: User preferences, feedback, and survey responses

2.2 Special Categories of Data

In the context of housing complaints, we may process special categories of personal data including health information, disability status, or data revealing racial or ethnic origin. We only process such data where we have your explicit consent or where processing is necessary for substantial public interest purposes under UK data protection law.

2.3 How We Collect Information

• Directly from you when you register, submit complaints, or contact us
• From your housing provider when they use our Service to manage complaints
• Automatically through cookies and similar technologies when you use our website
• From third-party integrations with CRM systems and housing management platforms

3. How We Use Your Information

We process your personal information for the following purposes:

3.1 Service Provision

• Processing and managing housing complaints and enquiries
• Providing AI-powered analysis and categorization of complaints
• Facilitating communication between tenants and housing providers
• Ensuring regulatory compliance and reporting
• Maintaining service quality and performance monitoring

3.2 Legal Basis for Processing

We process your personal data under the following lawful bases:

• Contract: Performance of our service agreement with you or your housing provider
• Legal Obligation: Compliance with housing regulations and ombudsman requirements
• Legitimate Interests: Improving our services, security, and fraud prevention
• Consent: Where explicitly provided for marketing or special category data
• Public Task: Supporting social housing providers in their public duties

4. How We Share Your Information

We may share your personal information in the following circumstances:

• Housing Providers: With your registered social housing provider for complaint resolution
• Regulatory Bodies: With housing ombudsman, regulators, and authorities as required by law
• Service Providers: With trusted third-party service providers who assist in service delivery
• Legal Requirements: Where required by law, court order, or legal process
• Business Transfers: In connection with mergers, acquisitions, or business transfers

We do not sell, rent, or trade your personal information to third parties for marketing purposes.

5. Data Security

We implement appropriate technical and organizational measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction:

• Industry-standard encryption for data in transit and at rest
• Regular security assessments and penetration testing
• Access controls and authentication measures
• Staff training on data protection and security
• Incident response and breach notification procedures

While we strive to protect your personal information, no method of transmission over the internet or electronic storage is 100% secure. We cannot guarantee absolute security but will notify you and relevant authorities of any data breaches as required by law.

6. Data Retention

We retain your personal information for as long as necessary to fulfill the purposes outlined in this Privacy Policy, unless a longer retention period is required or permitted by law:

• Complaint Records: 6 years from complaint closure (as per housing ombudsman requirements)
• Account Information: Until account closure plus 1 year for audit purposes
• Communications: For the duration of the business relationship plus applicable limitation periods
• Legal Compliance: As required by applicable laws and regulations

7. Your Rights

Under UK data protection law, you have the following rights:

• Right of Access: Request copies of your personal information
• Right to Rectification: Request correction of inaccurate or incomplete data
• Right to Erasure: Request deletion of your personal information in certain circumstances
• Right to Restrict Processing: Request limitation of processing in certain circumstances
• Right to Data Portability: Request transfer of your data to another service provider
• Right to Object: Object to processing based on legitimate interests or direct marketing
• Right to Withdraw Consent: Withdraw consent for processing where consent is the lawful basis

To exercise these rights, please contact us at hello@resolve-housing.co.uk. We will respond to your request within one month unless the request is complex or voluminous.

8. International Data Transfers

We primarily process data within the UK. Where we transfer personal data outside the UK, we ensure appropriate safeguards are in place:

• Transfers to countries with adequacy decisions from the UK government
• Use of Standard Contractual Clauses approved by the ICO
• Certification schemes and codes of conduct
• Binding corporate rules for intra-group transfers

9. Cookies and Tracking Technologies

Our website uses cookies and similar tracking technologies. For detailed information about our use of cookies, please refer to our Cookie Policy.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make material changes, we will:

• Update the "Last updated" date at the top of this policy
• Notify users via email or prominent website notice
• Obtain fresh consent where required by law

We encourage you to review this Privacy Policy periodically to stay informed about how we protect your information.

11. Contact Us

If you have any questions about this Privacy Policy or our data practices, please contact us:

You also have the right to lodge a complaint with the Information Commissioner's Office (ICO), the UK's supervisory authority for data protection matters:

This Privacy Policy is compliant with UK GDPR, Data Protection Act 2018, and follows ICO guidance for data protection compliance.