Privacy policy

Through our website, we aim to provide energy advice, resources, tools and services to help you lower carbon emissions to fight the climate emergency and to take steps to start to decarbonise your home or housing stock.

By using the site you are indicating that you accept and agree to abide by our Terms and Conditions.

For more information on our Terms and Conditions, as well as our privacy and data protection information, see the below sections.

For information on cookies and how we use them, click here.

Privacy and data protection

Privacy and data protection statement

This statement sets out how Changeworks uses and protects any information given to us.

Changeworks needs to keep certain information on its employees, volunteers, service users and customers to carry out its day-to-day operations, meet its objectives and comply with legal obligations.

Changeworks is committed to ensuring that any personal data we hold is dealt with in line with the relevant Data Protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act (2018).

Personal information will be collected and used fairly, stored safely and not disclosed to any other person unlawfully. We will not share your information with any other organisation without informing you unless required to do so by law. Changeworks may share data within the organisation to help us carry out our business and improve our service. We may also share data with our processors, as and where required to carry out our business.

We are committed to ensuring that your information is secure. To prevent unauthorised access or disclosure, we have put in place suitable physical, electronic, and managerial procedures to safeguard and secure the information we collect.

We may update this information from time to time, as required. You should revisit this page from time to time to ensure that you are happy with any changes. If we make significant changes we will inform you separately and/or post an additional notification on our website homepage. This statement is effective from 7th June 2022.

You may request details of personal information which we hold about you under the Data Protection Act (2018) and/or UK GDPR, by way of a Subject Access Request. If you would like a copy of the information we hold on you, please write to:

Data Protection
Changeworks
36 Newhaven Road
Edinburgh
EH6 5PY

Email: ask@changeworks.org.uk

To process such a request, we will require your:

• Full name
• Contact information
• Relationship to Changeworks
• What information you are requesting

We may also request proof of identity before releasing any information.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible at the above address. We will promptly correct any information found to be incorrect. If we are holding your data with your consent, you may withdraw your consent at any time by contacting the Data Protection team at the email address above.

For more information on how or why Changeworks manages personal data, please contact us at the email address above.

If you are unhappy about how Changeworks has processed your personal data, you may lodge a complaint with the Information Commissioners Office (ICO) using the details below:

Telephone: 0303 123 1113
Website: www.ico.org.uk

E-marketing

We use the following statement when individuals sign online forms in relation to an ongoing Changeworks project:

Want to be kept updated with energy-related advice, resources, tools and services to help you lower carbon emissions to fight the climate emergency?  

Please tick below: 

• Yes, Changeworks has my consent to contact me via email 
• No, sorry  

We promise to keep your details safe and never to share your details with any third parties. We look at engagement with our marketing communications to make sure they’re as helpful as they can be. You can unsubscribe from our marketing emails at any time by clicking on the ‘unsubscribe’ link in Changeworks e-communications. 

Links to other websites

While Changeworks cannot control other organisation’s websites, we will only provide links to partners and/or those who we deem to be trusted sources of information and advice. 

Copyright

All copyright and other rights in the content of this website are owned or controlled for these purposes by Changeworks. In accessing these web pages, you agree that you may only download the content for your own personal non-commercial use.

You are not permitted in any way to modify, change, copy, download, store, broadcast, transmit, show or play in public the content of these web pages for any other purpose whatsoever without the prior written consent of Changeworks.

Social media terms of use

Changeworks uses social media to engage with interested people, organisations, community groups and businesses. We’re also aware of our responsibilities in ensuring the accuracy and quality of any information we produce.

This policy is an important part of our commitment to ensure that information on our social media accounts is accurate, accessible, and appropriate.

Most social media platforms have their own rules and guidelines which we will follow. We reserve the right to remove any contributions that break the rules or guidelines of the relevant community. We ask that users who interact with Changeworks on social media adhere to the following:

• Be respectful and topical.
• Do not swear. This includes the use asterisks etc. to imply swearing. This can offend other users, is unnecessary, and will usually result in your comment being removed.
• Do not post messages that are unlawful, libellous, harassing, defamatory, abusive, threatening, harmful, obscene, profane, sexually oriented or racially offensive.
• Do not post content copied from elsewhere, or for which you do not own the copyright.
• Do not post the same message, or very similar messages, more than once.  This is known as ‘spamming’.
• Do not publish your, or anyone else’s, personal information, such as contact details.
• Do not advertise products or services.
• Do not impersonate someone else.
• Please take care not to make defamatory statements. In law this means a statement that lowers the reputation of a person or organisation in the eyes of a reasonable person. We will therefore take down any statement that could be deemed to be defamatory.

Changeworks’ social media channels are moderated regularly Monday-Friday 9am-5pm, and on an ad-hoc basis over weekends and bank holidays. Whilst all attempts are made to answer queries that come through via these channels, because of our operating hours we ask users to contact the appropriate team at Changeworks in the first instance using the contact information listed below.

If you are in need of energy advice, please contact the below and we will respond within three working days:

• Affordable Warmth team – 0800 870 8800 (Monday – Friday, 9am-5pm) and warmth@changeworks.org.uk.
• Home Energy Scotland (South East and the Highlands and Islands) – 0800 808 2282   or visit homeenergyscotland.org/contact

Competitions 

The terms and conditions for Changeworks’ latest competitions are listed below. These are up-to-date as of April 2023.

• Getting Ready for Winter prize draw December 2021
• EES: ABS surveys prizr draw, April 2023
• Energy Confident New Tenants survey prize draw, April 2023

Accessibility

This website has been designed to be as useable and accessible to as many people as possible. We are always working to increase the accessibility and usability of our website and in doing so adhere to many of the available standards and guidelines.

This website endeavours to conform to level Double-A of the World Wide Web Consortium (W3C) Web Content Accessibility Guidelines 2.0. These guidelines explain how to make web content more accessible for people with disabilities. Conformance with these guidelines will help make the web more user friendly for all people.

Complaints and feedback

At Changeworks we respect our customers and believe they are entitled to the highest standards of service. Our Customer Care Policy Statement outlines our aims in customer care for the following:

• What you should expect when you contact us
• The standard you should expect
• Lets our staff know what is expected of them
• Encouraging comments/complaints from our customers

This policy is correct as of July 2022.