Privacy Information Notice

Welcome to the Loop Optimise privacy notice. This privacy notice applies to your use of our websites https://optimise.loop.homes and the use of our Optimise product and services.

We respect your privacy and are committed to processing your personal data in a fair and transparent manner. We act as a data controller in relation to your personal data

By signing up to use our websites or services, you are accepting and consenting to the practices described in this notice. 

1. Who we are and how to contact us

Loop Optimise is owned and operated by Trust Power Limited (we, our). We are a limited company registered in England and Wales under company number 10144503. Our registered office is at Hutwood Court, Bournemouth Road, Chandler’s Ford, Eastleigh, England, SO53 3QB. 

If you need to contact our Data Protection Officer then you can do so by emailing privacy@loop.homes or writing to us at Data Protection Officer, Trust Power Limited, Hutwood Court Bournemouth Road, Chandler’s Ford, Eastleigh, England, SO53 3QB.

2. Purpose of this privacy notice

Trust Power collects and processes your personal data through your use of our websites https://optimise.loop.homes, products and services.

It is important that you read this privacy notice together with any other privacy notice or fair processing notice we may provide to you where we are collecting or processing personal data about you.

3. How is your personal data collected?

We use different methods to collect data from and about you: 

• You may give us your personal data by filling in forms on our websites or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you: 

• When you sign-up to use the service
• When you subscribe to receive our updates 

• When you participate in discussion boards or other social media functions on our service 
• When you request marketing to be sent to you, or 
• When you make a general enquiry. 

4. The personal data we collect from you

We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows: 

• Identity Data includes name and address details that you provide us. 
• Contact Data includes email address and telephone numbers that you provide us. 
• Household Information includes information about your household such as roof details, solar panel power and orientation, if you own an Electric vehicle (EV) and if you have a solar diverter.
• Location information includes your address to determine local weather conditions.
• Tariff and supplier information includes information about your import tariff and your export tariff and the supplier for each.
• Technical Data includes internet protocol (IP) address, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access these websites. 
• Usage Data includes information about how you use our services. 
• Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences. 

5. How we use your personal data

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances: 

• Where you have asked or signed up to our services (Contract). 
• Where it is necessary for our legitimate interests and your interests and fundamental rights do not override those interests. 
• Where we have your consent. 
• Where we need to comply with a legal or regulatory obligation. 
• Where we anonymise your personal data for research or statistical purposes.

We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose.

If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so. 

Machine learning is a type of artificial intelligence that enables systems to learn and improve from experience without being explicitly programmed. It involves algorithms that can analyse and interpret complex data, making predictions or decisions based on patterns and trends. We use machine learning to enhance our services and provide a better user experience. For example, machine learning helps us to streamline processes and improve efficiency through predictive analytics. E.g. deciding when to sell your excess energy (Export back to the grid).

6. Direct Marketing

We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising. 

Promotional communications from us when you are a Loop Optimise User 

We may use your Identity, Contact, Technical and Usage Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you.

You will receive marketing communications from where you have opted in to receiving such communications from us.

Opting out 

If you wish to opt out you can do this at any time by clicking ‘unsubscribe’ in the communications we send to you, or by contacting us.

7. Keeping your personal data up to date

It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us or if you move address. 

8. Third parties we use and share your personal data with

We use selected organisations to help us deliver our services to you, including: 

• Hosting providers. 
• We may share your personal information with any member of our group of companies.
• Third parties to whom we may choose to sell, transfer, or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, we will let you know.
• Law enforcement agencies where we are required to do so by law. 

We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions. 

9. Data security

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions, and they are subject to a duty of confidentiality. 

10. How long will we keep your personal data for?

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, audit or reporting requirements. 

To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements. 

In some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely without further notice to you. 

11. Your rights

You have rights under data protection laws in relation to your personal data. You can exercise any of these rights by contacting us. 

You can ask:

• that we provide you access to your information;
• that any inaccurate information we hold about you is corrected;
• that we delete information about you in certain situations;
• that we stop using your personal information for certain purposes;
• us to revisit decisions made about you by completely automated means;
• that personal data you have given us be provided to you in a common machine-readable format, or sent to a third party where this is technically feasible.

The rights set out above may apply in limited circumstances, and we may not always be able to comply with your request to exercise these rights. We will try to respond to a request to exercise your rights within one month. In some cases, we may need to extend this timeframe by a maximum of two months, where this is required we will notify you without delay.

12. Your right to complain to the ICO

You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance.

13. Changes to the Privacy Information Notice

We may change this Privacy Information Notice from time to time. If we make a significant change to how we use your information, we will inform you via email. 

Last updated August 2025