Privacy policy
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.