Privacy notice
Last updated: 13 October 2026
This notice explains how we use personal information when you visit solutions-plus.co.uk, contact us through the website or ask us to check whether a visitor represents one of our services.
If your enquiry leads to an application or support through Help4Homes or another scheme, we will provide the privacy information that applies to that service. This notice does not cover the full assessment, installation or administration of those schemes.
Who we are
Solutions + is a trading name of SOLUTIONS+ LTD, registered in England and Wales with company number 17320871. Our registered office is 168 Church Road, Hove, BN3 2DL.
SOLUTIONS+ LTD is the controller of the personal information covered by this notice. This means we decide why and how it is used.
For privacy questions or to exercise your data protection rights, contact us:
- Email: dpo@solutions-plus.co.uk
- Post: Solutions +, 3 Smith Way, Grove Park, Enderby, Leicester, LE19 1SX.
Information you give us
When you use our contact form, we collect your name, email address, message and whether you are contacting us as a resident or on behalf of an organisation. Organisation enquiries also include the organisation's name and type. You can choose to provide a phone number, and residents can also provide a postcode to help us direct their enquiry.
We use this information, and any further correspondence, to understand your enquiry and respond. Required fields are marked on the form. You do not have to contact us, but we need the required information to process a form submission. Your phone number and postcode are optional.
Please only include information relevant to your enquiry. Do not send bank details or medical information through the form. If you send sensitive information that we do not need, we delete it from our mailbox. Where information is needed to take your enquiry further, our team transfers the relevant details into our case-management system and provides the privacy information for that service.
Checking a visitor
If you ask us to check a visitor, we use the name and other relevant details you supply to check whether they are associated with our services. We compare these details with supplier and representative information already provided by our delivery partners through their onboarding process.
We tell you whether we can verify the visitor's connection with our services. We do not disclose unrelated personal information about them. If we cannot verify a connection, that does not, by itself, establish that the person is acting dishonestly.
Information collected when you use the website
Our hosting service processes technical information needed to deliver and protect the website, such as your IP address, browser information, the page requested and the time of the request.
To limit spam and repeated form submissions, we use coded versions, called hashes, of IP addresses and email addresses with short-lived counters. These are used for security, not marketing. Hashing does not necessarily make information anonymous.
We create an enquiry reference and keep limited technical logs showing whether a submission succeeded, failed or was blocked. Our application logs do not include your message or email address.
Cookie choices
We use Cookiebot, provided by Usercentrics A/S, to manage your cookie choices. To display the appropriate controls, Cookiebot processes technical information such as your IP address, browser information, language and the website address. It records your consent choice and a consent identifier so that we can apply and demonstrate that choice. This is separate from optional analytics.
Optional analytics
If you accept analytics, Google Analytics and Vercel Web Analytics help us understand how the website is used. Information can include pages visited, interactions, referring websites, approximate location and browser or device information. Google Analytics uses browser identifiers. Vercel Web Analytics uses a short-lived identifier derived from incoming requests rather than an analytics cookie.
We do not send your contact-form answers, enquiry reference or correspondence to our analytics tools. We do not use these tools for advertising or to decide whether you qualify for a scheme. You can change your analytics choice using the Cookiebot controls on the website. Our Cookies page explains more.
Why we use your information
We rely on the following lawful bases under UK data protection law:
| Purpose | Lawful basis |
|---|---|
| Answering enquiries and handling related correspondence | Our legitimate interests in responding to people who contact us and managing enquiries about our services. |
| Checking visitors | Our legitimate interests, and those of residents, in checking who represents our services and helping residents make informed decisions about visitors. |
| Operating and protecting the website | Our legitimate interests in providing a reliable service, preventing misuse and investigating technical problems. |
| Providing cookie-choice controls | Our legitimate interests in applying your privacy choices and operating those controls. |
| Recording consent and meeting other legal requirements | Our legal obligations to demonstrate consent where required and comply with applicable data protection law. |
| Optional analytics | Your consent, which you can withdraw at any time through the Cookiebot controls. |
Where we rely on legitimate interests, we consider the effect on your privacy and use only information that is necessary for the purpose.
Your right to object
You can object to our use of your personal information where we rely on legitimate interests. Contact dpo@solutions-plus.co.uk and explain your circumstances. We will consider your objection and stop the processing unless there is a lawful reason to continue.
Who receives your information
Enquiries are received and handled in our Microsoft 365 mailbox. They are not automatically added to a separate customer database. Members of the Solutions + team access information as needed to deal with your enquiry.
We use the following service providers:
| Provider | Service |
|---|---|
| Vercel | Website hosting, delivery, technical logs and optional web analytics. |
| Resend | Delivery of your enquiry to our team and an acknowledgement to you. |
| Microsoft | Our email service and related correspondence. |
| Upstash | Short-lived coded counters used to limit repeated submissions. |
| Optional Google Analytics. | |
| Usercentrics A/S, through Cookiebot | Cookie-choice controls and consent records. |
Resend processes the enquiry email, including the details you submit. Your acknowledgement contains your enquiry reference rather than a copy of your message.
Where your enquiry needs help from a relevant partner, we may share the information needed to handle it. Depending on your enquiry, this could be an installer, scheme delivery organisation, housing provider, local authority or energy company. Our onboarding process explains who will receive your information and the relevant service or scheme privacy arrangements before the referral. We do not pass enquiries to unrelated organisations for their marketing.
If an enquiry becomes a case, relevant information is transferred into our internal case-management system, hosted in a London data centre. The privacy information for that service explains its further use and retention.
We may also disclose information where the law requires it. We do not sell your personal information.
Where information is processed
Our website functions and rate-limiting database are configured in London, and our Microsoft 365 mailbox is hosted in the EU. Resend's email logs are stored in the United States. Cookiebot's data-processing terms provide for processing in the EU/EEA, with safeguards governing transfers elsewhere. Google Analytics and our other providers' infrastructure, support and subprocessors can also involve processing outside the UK.
We use the data-protection arrangements in our providers' terms to protect information transferred internationally. Transfers to the EEA are covered by UK adequacy regulations. For other transfers, the applicable protection is either UK adequacy coverage, including the UK-US data bridge where the recipient and transfer qualify, or approved contractual safeguards such as Standard Contractual Clauses with the UK Addendum. These safeguards require the recipient to protect the information and provide enforceable rights.
For example, Resend, Vercel and Upstash include contractual provisions for restricted UK transfers in their published data-processing terms. Google's and Microsoft's terms also provide international-transfer protections. A UK or EU hosting location does not mean that every part of a provider's service operates only in that location.
You can contact dpo@solutions-plus.co.uk for information about the safeguards that apply to your information and how to obtain a copy.
How long we keep information
We keep ordinary website enquiries and related correspondence for 12 months after the enquiry closes, then delete them. If an enquiry becomes a scheme application, service case or complaint requiring a different retention period, the relevant privacy information explains that period. We may retain relevant information longer where needed to meet a legal obligation or establish, exercise or defend legal claims.
Other records have separate retention arrangements:
| Record | Retention |
|---|---|
| Anti-spam counters | Expire after their operating windows: up to 10 minutes for the IP-based counter and one hour for the email-based counter. |
| Resend email content and delivery records | 30 days. |
| Website application runtime logs | One day under our Vercel Pro plan. |
| Google Analytics user-level and event-level data | The retention setting is two months. Aggregated reports may be kept longer where they no longer identify individuals. |
| Vercel Web Analytics | Our Pro plan provides a 12-month reporting window. Vercel may retain analytics data longer to support extended reporting windows; this is not a guaranteed deletion deadline. The separate visitor identifier is discarded after 24 hours. |
| Cookiebot consent records | 12 months in Cookiebot's consent log. This is separate from the 12-month cookie used in your browser to remember your choice. |
Browser-cookie lifetimes are explained on our Cookies page. They are different from the time information is held in provider systems.
Your other rights
Depending on the circumstances, you can ask us to:
- give you a copy of your personal information;
- correct information that is inaccurate or incomplete;
- delete your information;
- restrict how we use it; or
- provide certain information in a portable format, where that right applies.
Where we rely on consent, you can withdraw it at any time. This does not affect processing that was lawful before you withdrew it.
Contact dpo@solutions-plus.co.uk to make a request. We may need to confirm your identity. These rights are subject to the conditions and exceptions in data protection law.
We do not use information collected through this website to make decisions about you based solely on automated processing that have legal or similarly significant effects.
Complaints
If you are concerned about our use of your information, please contact dpo@solutions-plus.co.uk so the Solutions + team can investigate.
You also have the right to complain to the Information Commissioner's Office, the UK data protection regulator. Visit ico.org.uk/make-a-complaint.
Changes to this notice
We review this notice when the website or our use of personal information changes. The date at the top shows when it was last updated.