Privacy policy

Last updated 24 October 2026

Handover Home helps you tell your providers your new address when you move house. To do that we need access to your email inbox. This policy explains what we collect, why, who we share it with, how long we keep it and your rights.

Who we are

Handover Home is a trading name of DLMS Consulting Ltd, a company registered in England and Wales (company number 17364007), registered office 4 The Quillets, Netherhampton Road, Salisbury, SP2 8HE. We are the controller of your personal data. Contact us about anything in this policy at hello@handovermyhome.co.uk.

What we collect

Your account

• Your email address (used to sign in), your name, your current and new addresses, and your moving date.
• Your phone number, only if you give it to us for an offer (see below).

Your inbox

When you connect an Outlook or Gmail inbox, you choose which account to connect and approve access. For other email providers (such as Yahoo, iCloud, AOL, BT, Sky, Virgin Media or TalkTalk) you give us the address and an app password: we store the app password encrypted, only our servers can use it, and we delete it automatically when your move is complete (or at the end of an inbox watch). We then:

• search it for bills, statements and account emails from roughly the last two years, reading the sender, subject, date and a short preview;
• for providers that only email from no-reply addresses, read the full text of up to two of their recent emails to find a customer-services address;
• send your notices from your inbox, in your name, and read replies to those notices so we can show you progress;
• if you buy the 90-day inbox watch, keep checking new emails from the providers on your list for that period;
• send you short update emails from your own inbox to yourself.

We only look for emails about accounts that need your new address. We tell our AI to ignore anything about health or medical care (unless you ask us to include your health providers, see below), legal matters, jobs or personal messages, and we don’t keep any of it. We never sell or advertise with anything from your inbox. We store the access that lets us do this securely and delete it automatically (see “How long we keep it”).

Handover Home’s use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements. Information from your Google or Microsoft account is used only to provide the features described above, is not used to train AI models, and is not shared with anyone except the service providers listed below that help us provide them.

Health providers (only if you ask)

Health information is a special category of personal data, so we don’t look for health providers unless you tick “Also look for my GP, dentist, optician and other health providers”. If you do, we record when you agreed, and we look only for who your GP practice, dentist, optician, health insurer or pharmacy is and where to write to them. We never record anything about appointments, treatment, results or medicines. You can untick it at any time, and we’ll remove any health providers we found that haven’t been contacted yet.

What we keep from your inbox

• Your list of providers: names, categories, contact addresses, account numbers found in your emails, and short previews of the emails they were found in.
• The notices sent, and the date, sender, subject and a short preview of each reply.

Payments

Card payments are taken by Stripe. We never see or store your card details; we keep a record of what you paid and when.

Cookies

We only use cookies that are strictly necessary: to keep you signed in and to keep inbox connections secure. We do not use advertising or analytics cookies.

How we use AI

We use Claude, an AI model provided by Anthropic, to read the sender, subject and preview of the bill-related emails we find, so it can work out which senders are companies you have an account with, your account number and the best address to contact them. It may also search the public web for a company’s customer-services address. Anthropic processes this on our behalf and does not use it to train its models. You always see and can change the list before anything is sent.

Our lawful bases

• Contract: to provide the service you ask for, including scanning your inbox, sending notices and tracking replies.
• Legitimate interests: to prevent fraud and misuse, keep the service secure and improve it.
• Consent: to pass your details to a partner, only when you tap “I’m interested”.
• Explicit consent: to look for your health providers, only if you tick the box asking us to.
• Legal obligation: to keep financial records and respond to lawful requests.

Who we share it with

We use these service providers, who process data only on our instructions:

• Supabase (database, sign-in and file storage, hosted in Ireland)
• Netlify (website hosting)
• Anthropic (AI reading of bill emails, as described above)
• Stripe (card payments)
• Resend (emails from us, such as sign-in links)
• Microsoft and Google, as the providers of your own inbox

Your notices go only to the providers you choose, from your own inbox. We do not sell your data.

During your move we may show offers for related services, such as removals, energy, broadband or home insurance. Only if you tap “I’m interested” do we pass your name, email, phone number, moving date and addresses to one partner for that service, so they can contact you about it. We may be paid a referral fee if you go ahead. You can ask us to stop at any time by emailing hello@handovermyhome.co.uk.

Some providers process data outside the UK, including in the United States. Where they do, we rely on UK adequacy regulations (including the UK–US data bridge) or the UK International Data Transfer Agreement or Addendum to protect it.

How long we keep it

• Inbox access: deleted automatically 7 days after your move is complete, or at the end of your inbox watch if you buy one. You can disconnect an inbox at any time.
• Your moves, provider lists and reports: kept while your account is open so you can download your reports, and deleted within 30 days of you closing your account.
• Payment records: kept for 6 years, as the law requires.

Your rights

You can ask us for a copy of your data, to correct it, delete it, restrict or object to how we use it, or to move it to another service. Email hello@handovermyhome.co.uk and we’ll respond within one month. You can also complain to the Information Commissioner’s Office at ico.org.uk, though we’d appreciate the chance to put things right first.

Keeping it secure

Data is encrypted in transit and at rest. Inbox access is only available to our servers. Each move can only be seen by the account that created it.

Changes

If we change this policy we’ll update the date above, and tell you by email if the change is significant. See also our terms.