Privacy Policy

1. Who I Am

JW Home VoIP is operated by Jake Wells as a sole trader ("I", "me", "my"), based in Wyberton, Boston, Lincolnshire, and trading at jwhomevoip.co.uk.

I provide a personal, UK-wide home phone (VoIP) service, reselling through an established VoIP partner programme. This policy explains how I collect, use, store and protect your personal data when you visit this website, get in touch, or become a customer.

I am the data controller for the personal data I collect about you — responsible for deciding how and why it's used, and for keeping it safe. My VoIP partner acts as a data processor for the technical delivery of calls and voicemail.

2. What Data I Collect

Data you give me directly: your name, email and phone number when you enquire or order a line; your existing landline number and current provider details, if you're transferring a number; your home address, needed to register your line for accurate emergency (999) call routing; details of any telecare, careline, or medical alarm equipment connected to your existing line, if you tell me about it; and payment details when you pay for the service.

Collected automatically via the website: your IP address and browser type, which pages you visit (if analytics are ever introduced — see Section 8), and anything submitted through the contact form, which is processed by Formspree.

Collected as part of using the service: call and voicemail metadata needed to operate the line (for example, call times and durations), and the content of voicemails when transcribed and emailed to you.

I don't collect more than I need. If something isn't necessary to set up, run, or bill for your line, I don't ask for it or keep it.

3. How I Use Your Data

Your data is only used for specific, legitimate purposes: setting up and transferring your number, registering your address for emergency call routing, providing and billing for the service, responding to enquiries, keeping basic financial records for HMRC, and understanding feedback to run the business well.

Your data is never sold or used for marketing without your clear consent. I don't run mailing lists or advertising, and I don't share your details with anyone for their own marketing purposes.

4. Lawful Basis for Processing

Under UK GDPR, I rely on: Contract (providing the line you've ordered, transferring your number, and registering your address for emergency call routing); Legal obligation (emergency call location requirements, and keeping financial records for HMRC); Legitimate interest (replying to an enquiry); and Consent (for anything else, such as using a testimonial with your name attached — which you can withdraw at any time).

5. Who I Share Your Data With

Personal data is shared only where necessary: with my VoIP partner (delivers the underlying line, number porting, and emergency call routing), Formspree (processes contact form submissions), your previous phone provider (only as needed to authorise a number transfer), a payment provider if you pay by card or online transfer (I never store full card details myself), and HMRC or UK regulators where legally required.

Your data is never sold, rented or shared with marketing companies or data brokers. There are no other third parties involved in running this business day-to-day.

6. How Long I Keep Your Data

Customer contact, service, and address details are kept for the duration of your service plus two years. Financial and payment records are kept for six years, as required by HMRC for sole traders. Call and voicemail metadata is kept only as long as needed to provide and troubleshoot the service. Enquiries that don't lead to an order are kept for 12 months. When data is no longer needed, it's securely deleted — you can ask for earlier deletion at any time, subject to Section 10's limits on emergency-routing and legal-record data (Section 11).

7. Your Rights

Under UK GDPR you have the right to: access a copy of the data I hold about you; have inaccurate data corrected; have data erased where it's no longer needed or you withdraw consent; restrict processing while you contest its accuracy; receive your data in a portable format; object to processing based on legitimate interest; withdraw consent at any time; and complain to the ICO if you believe your data has been mishandled (ico.org.uk, 0303 123 1113). There's never a charge to exercise any of these, and I'll always respond well within a month — see Section 11 to get in touch.

8. Cookies & Website Usage

This website uses only what's strictly necessary to function, plus the contact form. No advertising or tracking cookies are used, and nothing follows you across other websites. If analytics tools are introduced in future, this policy will be updated and any non-essential cookies will only be set with your consent. Full detail is in the Cookie Policy.

The contact form is provided by Formspree, a third-party service that processes submissions so they reach me by email — see their own privacy policy for how they handle data in transit.

9. Emergency (999) Call Routing

Because this is a digital home phone line rather than a traditional landline, your registered service address is used to route emergency calls to the right local emergency services and give them your location. This is a legal requirement for VoIP services, not optional, and only the minimum information needed for this purpose is shared with the emergency call routing system. You must keep this address up to date if you move, and I'll explain how to update it if that happens.

10. How I Keep Your Data Secure

This website uses HTTPS encryption throughout. Personal data, including any account or setup details you provide, is only accessible to me and my VoIP partner where strictly necessary to deliver the service — there's no wider team or subcontractor with access to customer records. Payment details are handled directly by the relevant bank or payment provider; full card numbers are never seen or stored by me.

If a data breach ever occurred that put your rights at risk, I would notify the ICO within 72 hours and let you know as soon as reasonably possible.

11. Children's Data

This website and service are not directed at children, and I don't knowingly collect personal data from anyone under 18. If you believe a child has provided personal data through this site, please get in touch and it will be removed promptly.

12. Contact Me About Your Data

If you have any questions about this policy, want to exercise your rights, or have any concern about how your data is handled, get in touch: 07452 752398 or jake@jwhomevoip.co.uk.

You also have the right to complain to the UK's regulator, the Information Commissioner's Office: ico.org.uk, 0303 123 1113, or by post to Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. I'd always appreciate the chance to sort out any concern directly first.

13. Changes to This Policy

This policy may be updated from time to time to reflect changes in how the business runs, or in the law. The "Last updated" date above will change when that happens, and existing customers will be told directly if a change materially affects how their data is used. Continuing to use the website or service after a change means you accept the updated policy.

JW Home VoIP is operated by Jake Wells as a sole trader.