Privacy Policy | Guided Home

Guided Home (OTP Tech Limited)

This privacy policy explains how OTP Tech Limited ("Guided", "Guided Home", "we", "us") processes personal data in connection with the Guided Home platform.

1. Role of Guided Home

Guided Home is a cloud-based platform used by residential developers, housing providers, and property managers ("Clients") to manage building handover, property information and homeowner customer journeys.

In most cases:

Guided Home acts as a data processor (or equivalent service provider), processing personal data on behalf of its Clients, who act as data controllers
Clients determine what personal data is collected, how it is used, and who it is shared with

Guided Home processes personal data solely to deliver the contracted service, including:

Digital handover of building and property information
Document management and key information sharing
Customer journey management
Aftercare, defect and snagging workflows

Guided Home acts as a data controller only in relation to its own business operations, including:

Account administration
Customer support
Security monitoring
Legal and regulatory obligations

2. What Data We Process

Guided Home may process the following categories of personal data:

Personal identification data (e.g. name, email address, telephone number)
Account and access data (e.g. login activity, user roles)
Property-related data (e.g. address, property information linked to a user)
User-submitted data (e.g. defect reports, communications, uploaded content)

3. How Data is Collected

Personal data is primarily provided to Guided Home by our Clients, who:

Upload property and homeowner information to the platform
Invite users (e.g. homeowners, tenants, stakeholders) to access their account

We may also collect data directly when users:

Activate or access their account
Submit defect reports or support requests
Interact with the platform

4. How We Use Data

Guided Home processes personal data to:

Provide access to property and building information
Deliver digital handover documentation and key information
Support aftercare, defect resolution and customer journey workflows
Maintain platform security, performance and reliability

Guided Home does not sell personal data and does not use personal data for marketing or commercial purposes unrelated to delivering and improving the service.

5. Data Sharing

Guided Home shares personal data only in the following circumstances:

With the Client that provided the data
With third parties authorised by the Client, who are granted access to the platform to deliver services on the Client's behalf (e.g. contractors supporting defect resolution or aftercare)
With approved sub-processors required to deliver the service (e.g. cloud hosting and authentication providers)
Where required by law or regulatory obligation

All third-party access is controlled by the Client and restricted to authorised users within that Client's environment.

Third parties access data solely for the purpose of delivering services to the Client and in accordance with the Client's instructions.

Guided Home does not share personal data with third parties for their own independent marketing or commercial purposes.

6. Platform Architecture and Security

Guided Home is delivered as a Software-as-a-Service (SaaS) solution operating within a secure multi-tenant architecture.

Each Client's data is logically segregated and accessible only to authorised users within that Client environment
The platform is hosted on Microsoft Azure cloud infrastructure
Data is encrypted in transit and at rest
Access controls and authentication mechanisms are enforced

7. Data Storage and International Transfers

Guided Home is hosted on Microsoft Azure infrastructure located in North Europe (Ireland).

Personal data may be processed in jurisdictions outside the user's country of residence. Where this occurs, Guided Home implements appropriate safeguards in accordance with applicable data protection laws.

8. Data Retention

Personal data is retained in accordance with Client instructions and contractual requirements.

Homeowner access to the platform may be time-limited (for example following completion or the defect liability period), after which data may be archived or deleted in line with agreed retention policies and legal obligations.

9. Use of Aggregated Data

Guided Home may use aggregated and anonymised data to:

Improve platform performance and functionality
Analyse usage trends
Support service optimisation

Such data does not identify any individual or Client.

10. Your Data Protection Rights

Guided Home operates globally and processes personal data in accordance with applicable data protection laws, including those in the UK, European Economic Area, United States and Australia.

UK & EEA Users

You have rights including:

Access
Rectification
Erasure
Restriction
Objection
Data portability

United States Users

You may have rights to:

Access and know what data is processed
Request deletion
Request correction
Opt-out of sale (Guided Home does not sell personal data)

Australia Users

You have the right to request access to and correction of your personal information in accordance with applicable Australian privacy laws.

11. Cookies

Guided Home uses cookies to:

Maintain secure user sessions
Support platform functionality
Understand platform usage

Users can manage cookie preferences through their browser settings.

12. Contact

If you have any questions about this privacy policy or your data:

Email: hello@guidedhome.co

If you are a homeowner or end user, you may also contact the organisation that provided your access to Guided Home (your property developer or housing provider), who acts as the data controller.

13. Changes to this Policy

This policy is reviewed regularly and updated where required.