Privacy statement

This privacy policy sets out how Energy UK uses and protects any information that you give when you use this website.

Energy UK is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, you can be assured that it will only be used in accordance with this privacy statement.

Energy UK may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 22 December 2011.

Visitors to our website

When someone visits we collect standard internet log information and details of visitor behaviour patterns. We do this to find out things such as the number of visitors to the various parts of the site. We collect this information in a way which does not identify anyone. We do not make any attempt to find out the identities of those visiting our website. We will not associate any data gathered from this site with any personally identifying information from any source.

Website chat users

The Home Heat Helpline website provides website chat for visitors to get free online help and advice from advisers with their energy bills. We store all information provided by visitors, but we will never use the data for marketing purposes. We only use the information that is provided in web chat to give the service that has been requested.


What are cookies?

Cookies are small files created by websites that you visit. They are used to help websites perform better – for example by remembering certain information such as a postcode you have entered in a form. These are stored on your computer and don’t harm your computer in any way. They can only be reused by the website that created the cookie. Find out more about cookies at the Information Commisioner’s Office website.

Google Analytics

We use Google Analytics to improve the Home Heat Helpline website and to understand what information you find useful. For further information, see the Google Analytics Privacy Policy. You can choose to opt out of Google Analytics at any time.

Cookie name and type:

  • _utma    Google Analytics
  • _utmb    Google Analytics
  • _utmc    Google Analytics
  • _utmz    Google Analytics


The Home Heat Helpline website is managed in WordPress, a content management system. It uses session cookies to temporarily store information that allows users to visit pages without having to log in each time.

Cookie name and type:

  • wp-settings WordPress user session

Social media

We have links to Twitter and Facebook on this website. These websites may set 3rd party cookies. You can find out more infomation on privacy for each site by clicking on the relevant link: Facebook and Twitter.

What we collect

If you want to receive literature or receive a call back from one of our advisors then we need to collect personally identifiable information through our website. We have set out below what personal information we need and will explain what we intend to do with it.

We may collect the following information:

  • name
  • contact information including email address and telephone number
  • demographic information such as postcode
  • energy supplier
  • other information relevant to the advice you need

What we do with the information we gather

We require this information to understand your needs and provide you with the right advice, and also

for the following reasons:

  • Internal record keeping
  • We may use the information to improve our advice and service


We are committed to ensuring that your information is secure. In order 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 online.