Who are we?

Welcome to LeakBot, a HomeServe Labs Ltd innovation, which is part of the HomeServe Group and located at Cable Drive, Walsall, WS2 7BN. The HomeServe Group believes it is important to protect your personal data and as such, LeakBot are committed to making sure you receive the service you expect while ensuring we protect your privacy.

In this notice you’ll discover exactly what information we collect from you and how we then use this to deliver our services, as well as your rights. It might not be something you’re interested in, but it’s really important that will tell you about it, you have a read and of course, let us know if you have any questions.

The HomeServe Group means HomeServe plc, together with any entity in which HomeServe plc directly or indirectly has at least a 50% shareholding. HomeServe plc uses a variety of well-known brand and trading names including (but not limited to): HomeServe Membership Ltd, Checkatrade, Help-Link, HomeServe Heating, HomeServe Connect and HomeServe Labs. We may transfer your personal information among the members of the HomeServe Group for the purposes contemplated in this privacy notice.

What information do we collect?

When you register your LeakBot, we’ll ask for certain basic information like your name, the address of where you’re installing LeakBot and your email address and mobile phone number. This information is used to personalise your LeakBot experience and so that LeakBot can alert you if it locates a leak at your property or you need our help to arrange a repair.

We may also ask for or collect additional information to ensure LeakBot can operate effectively or if your delivery address is different to the address where LeakBot will be installed.

Examples of the types of personal information we usually collect are:

  • Name
  • Address (payment address and installation address)
  • Telephone number (including mobile)
  • Email address
  • Property type (flat, house etc.)
  • Any additional requirements such as large print or Braille documentation
  • I.P. address for your device (if visiting our website or using our app)

(Please note that this is not an exhaustive list).

When you have installed your Leakbot, it will collect data relating to water usage, water temperature and air temperature in order to detect leaks. If a leak is detected and you arrange for us to locate the leak and complete a repair, we will make a record of the work undertaken, which may include photographs of the leak located and repair completed.

So, how do we use your information?

We use the information we collect in the following ways:

  • To alert you if LeakBot identifies a leak
  • To arrange a visit for leak detection or to complete a repair
  • To help us identify you when you call us or use our website or mobile app
  • To deal with any purchases for products or services that you make (which may include contacting you about them)
  • To notify you about any changes to LeakBot or our service
  • To carry out statistical analysis to help improve the way LeakBot works, this may require us to share information with our subsidiary companies
  • To help prevent and detect debt, fraud and loss
  • To help train our staff 
  • To ensure that the content of our website and our mobile app are presented in the most effective manner for you and your device
  • To contact you by post, email, phone or SMS with information about products, services and special offers that we feel may be of interest to you, unless you have requested otherwise;
  • Or ask you to participate in market research or one of our customer satisfaction surveys

Our legal basis for using your data

In most circumstances, we use the personal data you provide to us in order to perform our contract with you and to provide you with the products and/or services that you have decided to purchase from us.

We would like to tell you about our products and services where we think that you may benefit from them.  To do this, we may rely on your consent or our legitimate interests to use your personal data to send you information about our products and services which is based on your individual needs and requirements based on the information we hold about you.  More information about this is set out in the “We’ll always keep you in the loop” section below.

We rely on your consent when using cookies to understand how visitors use the website, to help us make sure it is working properly and make improvements when we need to. We also rely on our legitimate interests to use ‘strictly necessary’ cookies, which are necessary for the website to work properly. You can read more detail about how we use cookies and set your preferences by clicking the ‘cookie preferences’ link at the bottom of each webpage.

Using information provided by third parties

We sometimes use data from third parties or publicly available sources such as Experian, the edited electoral roll or the deceased preference service. Using this data helps us to ensure that our records are accurate and up to date by filling in any gaps on an address or clarifying vanity addresses and house numbers. It also allows us to remove anyone from our mailings that has passed away.

We also use data for marketing purposes. Any data we use in this way is thoroughly checked by both the supplier and our own internal teams to ensure that the correct marketing permissions are in place and that the data is being used fairly.

Keeping and storing your data

We maintain a record retention policy and schedule to make sure we keep a copy of your personal details for no longer than is necessary. We will process your data while you have a Leakbot device in order to be able to service it, in line with the purposes explained in this notice. We may also retain your data after your relationship has ended with us, in order to keep accurate records for tax and to handle any future complaints.

Some of the data that we collect may be transferred to and stored at a destination outside the European Economic Area (‘EEA’), for example we partner with insurance providers in the USA (explained in ‘sharing your data with third parties’ below) and some of our IT systems are run on servers hosted in the USA. We take all steps reasonably necessary to ensure that your data is treated in accordance with this privacy notice and applicable privacy laws.

Sharing your data with third parties

We work with a number of carefully selected partners including insurance companies who introduce LeakBot to their customers.

Under these agreements we share certain information relating to the LeakBots that have been offered/sold to the customers they have introduced, including:

  • The customer name and post code of the property where LeakBot was installed
  • When the LeakBot was activated
  • Whether a leak has been identified
  • How quickly a leak was identified after LeakBot was installed
  • We may share details of work undertaken to locate a leak and complete a repair
  • We receive information from these partners to inform us if a customer they introduced to us has cancelled any relevant products, to allow us to ensure we no longer share information about that customer with the partner

We respect your privacy. We do not share your data with any third parties for marketing purposes but on occasion and in addition to the above, we may pass your Information to a limited number of third parties for the following reasons:

  • We have vendors, service providers, and technicians who help with some of our processing and storage. They may also assist with monitoring our servers for technical problems. These technicians (as well as LeakBot employees) can access certain information about you or your account in line with this work but these technicians are not allowed to use this data for non-LeakBot purposes.
  • If we buy or sell any business or assets in which case we may disclose your information to the seller or buyer of such business or assets
  • If we are under a duty to disclose or share your personal information to comply with any legal obligation or in order to enforce or apply our terms and conditions and other agreements or protect the rights, property, or safety of our customers, or others. This includes exchanging information with other companies, governmental departments and organisations for fraud protection and credit risk reduction
  • We may share non-personal information (for example, aggregated or anonymised customer data) publicly and with our partners. For example, we may publish trends about leak locations or frequency in a particular area or style of property. This information may also be shared with other companies within the HomeServe group to help them better understand the potential for leak identification and management, identify product or service opportunities or help us generally improve our system. We may also share non-personal information with our partners, for example, if they are interested in providing incentives or special offers. We take steps to keep this non-personal information from being associated with you and we require our partners to do the same.

We’ll always keep you in the loop

We will ask you to provide an email address during registration so that we can help you manage your LeakBot. This includes sending updates on any changes to the way LeakBot works or providing information on additional services should LeakBot find a leak at your property.

Whenever we collect your personal information, we will give you the opportunity to let us know how you would like to hear from us in the future. We respect your privacy and promise not to inundate you with marketing messages but we also understand if you prefer not to receive such material.

You can change your preferences at any time by writing to us at the address provided in the ‘Requesting access to/amending personal information’ section below or by contacting our customer service team on 0800 694 4167. You will also find an unsubscribe link on the bottom of every marketing email we send.

It can take up to 30 days before you will stop receiving marketing material due to pre-planned or ongoing activity, we apologise for any inconvenience this may cause.

Your rights matter

If you’d like to see the personal information that we hold about you, you can request a copy any time. If you find that this information is incorrect you can ask for it to be updated. Or, if you believe the information is being processed without a legal basis, you can ask us to stop or request that it’s deleted from our systems.

To action any of the above, send an email to: Privacy@homeserve.com or alternatively you can write to us at:

Data Protection Officer
HomeServe plc
Cable Drive

We won’t ever charge you for a copy of your personal data but we may ask you for proof of your identity before we disclose any information. Once we’ve seen this, we’ll send you a copy of the personal data we hold within one month. In addition, if you decide to move away from us for any reason, you can also request for your personal data to be transferred to a new provider on your behalf.

Customer profiles

We carry out something called ‘profiling’ so we can understand the needs, behaviours and socio-demographic characteristics of our customers. This helps us make sure that we‘re offering the right products and services to the right people. Profiling also means we can tailor our offerings to current customers, enhancing the potential benefits of being a customer.

Contact us

General Enquiries/Data Controller

HomeServe Labs
Cable Drive

Tel: 0800 247 999

Leakbot’s Representative in the European Union

If you do not live in the UK and want to contact us, in addition to the General Enquiries/Data Controller information above, you can also contact our Representative in the European Union;

Plesner Advokatpartnerselskab
Amerika Plads 37
DK-2100 København Ø

E-mailadres: homeservelabs@plesner.com

Data Protection Officer

Data Protection Officer
Legal Services
HomeServe plc
Cable Drive

Email: Privacy@homeserve.com

Got any worries?

If, at any time, you feel that we haven’t processed your data fairly or you’re not satisfied with how we’ve handled your personal information, you can contact the Information Commissioners Office, who will look into this for you. For full details about how to share any concerns you may have, visit www.ico.org.uk/concerns/

Links to other websites

Any links to other websites are provided solely as pointers to information on topics that may be useful to the users of our website. Please remember that when you use a link to go from our website to another website, this privacy notice will no longer apply. Your browsing and interaction on any other website, including those which have a link on our website, are subject to that site’s own rules and policies. We recommend that you read the rules and policies relating to that website before submitting any personal information.


This notice will be updated from time to time and we recommend that you check back regularly but we will notify you of any changes through our website. The version number and date released will always be listed below:

Version number: 2.2

Date released: December 2020