1. About this Privacy Policy
Fixena is a digital home management platform designed to help homeowners organise, care for, protect, improve and enjoy their homes.
At the centre of Fixena is the Home Passport — a digital record associated with a property that brings together relevant information about the home and its history.
Depending on the features available, this may include property information, documents, warranties, maintenance records, improvements, insurance information, home services, professional information, photographs, Home History and intelligent insights.
Fixena also provides tools that allow homeowners to discover and connect with independent professionals for home-related work and allows professionals to create profiles, provide information about their businesses and respond to relevant opportunities.
Our approach to privacy is based on privacy by design, data minimisation and homeowner control.
We aim to collect and use information only where it is reasonably necessary to provide, secure, improve or develop Fixena and its services.
2. Who is responsible for your information?
The intended data controller for Fixena is:
Fixena Ltd
Privacy contact: hello@fixena.co.uk
3. What information do we collect?
The information we collect depends on how you use Fixena.
It may include:
Account information
• name
• email address
• telephone/mobile number
• account type
• authentication and verification information
• account preferences
• account activity
Passwords are handled through our authentication infrastructure and are not stored by Fixena in readable form.
Property information
If you create a Home Passport, you may provide:
• property address
• property type
• property characteristics
• purchase information
• photographs
• rooms and features
• appliances and systems
• maintenance information
• improvements
• repairs
• property history
• warranties
• certificates
• invoices
• insurance information
• utilities and services
• professional information
• other information you choose to add
Some information relates primarily to the property rather than an individual. However, information about a property may sometimes constitute personal information where it can be linked to an identifiable person.
4. The Home Passport and property information
The Home Passport is designed around the principle that the digital record belongs to the home while the homeowner remains its current custodian.
The Home Passport is not intended to be a publicly accessible property file.
Information within it is generally accessible only to the homeowner and to other people or organisations where:
• the homeowner chooses to share it
• sharing is necessary to provide a requested Fixena service
• a homeowner chooses to connect with another user
• the homeowner authorises an integration
• sharing is necessary for a particular platform function
• we are legally required or permitted to disclose it
A professional who is connected with a homeowner through a particular job does not automatically receive access to the homeowner’s entire Home Passport.
Access should be limited to information necessary for the relevant service or information the homeowner has chosen to share.
5. Documents, photographs and uploads
Fixena may allow you to upload documents, photographs and other material relating to your home.
This may include:
• warranties
• certificates
• invoices
• manuals
• insurance documents
• receipts
• guarantees
• maintenance records
• photographs
• other property-related documents
You are responsible for ensuring that you have the right to upload information you provide to Fixena.
You should also consider whether documents contain personal information about other people and avoid uploading unnecessary sensitive information.
6. Home History
Fixena may allow homeowners to create a Home History or Home Story associated with their property.
This may include:
• improvements
• repairs
• maintenance
• photographs
• before-and-after records
• warranties
• certificates
• professional work
• dates and events
• optional memories or notes
The purpose is to create a useful, organised history of the property.
7. Home Health and maintenance
Fixena may provide:
• maintenance reminders
• renewal reminders
• Home Health information
• preventative maintenance suggestions
• document-related reminders
• other property-related insights
These features are designed to help homeowners manage their homes.
They are not professional surveys, structural assessments, safety inspections, valuations, insurance assessments or professional advice.
8. AI and intelligent features
Fixena intends to incorporate AI and intelligent technology into the platform from the outset of its product development.
Depending on the features available, AI may assist with:
• organising documents
• extracting relevant information from documents
• answering questions about information within the Home Passport
• generating maintenance reminders
• identifying potential maintenance needs
• generating home improvement ideas
• helping create project briefs
• providing property-related insights
• helping organise Home History
• providing recommendations
• other home-management functions
Future features may include elements such as an AI Home Coach, AI Home Memory, predictive maintenance and AI-assisted home design.
Not all of these features will necessarily be available at the same time.
AI and your information
Where an AI feature processes information from your Home Passport or other Fixena content, Fixena will use appropriate technical and organisational measures and seek to limit the information provided to the AI system to what is reasonably necessary for the relevant function.
Where a third-party AI provider is used, relevant information may be processed by that provider on Fixena’s behalf.
We will select providers and configure AI services having regard to applicable data protection and security requirements.
AI-generated information may be inaccurate or incomplete.
AI is intended to assist rather than replace your judgement.
You should seek appropriate professional advice where a decision involves safety, legal, financial, insurance, structural or other specialist matters.
9. Professional information
Professionals may be asked to provide information such as:
• name
• business/trading name
• contact details
• business address
• service area
• website
• trade categories
• experience
• qualifications
• registrations
• insurance information
• business information
• verification information
• profile photographs
• reviews
• job history
• response information
Some professional information may be visible to homeowners as part of the Fixena marketplace and professional profile.
10. Professional verification
Fixena intends to operate a tiered professional verification system.
Depending on the level of verification available, this may include:
Account verification
• email verification
• mobile verification
Business verification
Where applicable:
• business details
• Companies House information
• trading information
Credentials verification
Depending on the profession:
• qualifications
• registrations
• licences
• trade-specific certifications
• insurance information
Identity verification
Fixena may offer or require identity verification for certain professionals or features.
Where identity verification is introduced, Fixena may use a specialist third-party identity-verification provider.
Fixena’s intention is not to store copies of identity documents or biometric information unnecessarily. Where possible, Fixena may instead retain a verification result or reference supplied by the verification provider.
Fixena Trusted status
Fixena may eventually provide higher levels of trust status based on a combination of verified information and activity on the platform, such as:
• completed Fixena jobs
• genuine homeowner reviews
• verified credentials
• good platform conduct
• response history
• established Fixena history
A verification indicator will describe what has actually been verified.
A Fixena verification or trust indicator does not mean that Fixena guarantees the quality, safety, suitability or outcome of a professional’s work.
11. Jobs, quotes and connections
If you post or respond to a job, Fixena may process:
• job descriptions
• photographs
• location
• service requirements
• availability
• quotations
• professional responses
• messages
• job status
• reviews
• other information associated with the job
Where a homeowner and professional choose to connect, information necessary to facilitate that connection may be shared.
12. Communications
Fixena may provide messaging and communication functionality.
Information contained in communications may be processed where necessary to:
• deliver messages
• operate the messaging service
• maintain security
• prevent fraud or abuse
• investigate reports
• enforce Fixena policies
• comply with legal obligations
13. How we use your information
We may use information to:
Provide Fixena
Including to:
• create and manage accounts
• provide Home Passports
• store property information
• organise documents
• provide Home History
• provide maintenance functionality
• provide AI features
• facilitate jobs
• match homeowners and professionals
• provide messaging
• process relevant payments
• provide support
Improve Fixena
Including to:
• understand platform usage
• improve functionality
• develop new features
• troubleshoot technical problems
• improve usability
• assess platform performance
Protect Fixena
Including to:
• detect fraud
• prevent abuse
• investigate suspicious activity
• secure accounts
• enforce policies
• protect users
• maintain platform security
14. Lawful bases
Depending on the circumstances, Fixena may process information on the following lawful bases:
Contract
Where processing is necessary to provide a service requested by you.
Legitimate interests
For purposes such as:
• security
• fraud prevention
• platform improvement
• business administration
• service development
• protecting users
• maintaining the integrity of Fixena
Legal obligation
Where processing is necessary to comply with law or regulation.
Consent
Where consent is required or appropriate, including for certain marketing or non-essential technologies.
Where we rely on consent, you may withdraw it.
The precise lawful basis will depend on the specific processing activity.
15. Who we share information with
We may share information with:
Other Fixena users
For example, where a homeowner chooses to connect with a professional.
Technology and service providers
Fixena uses third-party providers to operate its infrastructure and services.
These may include providers for:
• authentication and database infrastructure
• email delivery
• business email
• hosting
• security
• analytics
• payments
• AI
• identity verification
• customer support
Providers will only receive information reasonably necessary for the services they provide to Fixena.
16. Supabase
Fixena uses Supabase as part of its authentication, database and application infrastructure.
Depending on the functionality being used, Supabase may process information such as:
• account identifiers
• email addresses
• authentication information
• verification status
• user profile information
• property information
• Home Passport information
• documents and other platform data
• security information
• technical records
Fixena will configure access controls and database permissions to restrict information to authorised users and functions.
17. Resend and Microsoft
Fixena uses Resend as an email delivery provider for transactional communications such as:
• account verification
• password resets
• account notifications
• other service emails
Fixena may also use Microsoft services, including Microsoft 365, for business email and related business communications.
These providers may process information necessary to deliver and secure those services, including email addresses, message content and technical delivery information where applicable.
18. Analytics
Fixena may use analytics and similar technologies to understand how the website and platform are used.
This may help us understand:
• which features are used
• where users encounter problems
• how the platform performs
• how people navigate Fixena
• how we can improve the service
Where non-essential analytics technologies require consent, Fixena will seek the appropriate consent before using them.
The specific analytics provider(s) will be identified in the relevant privacy/cookie information once selected.
19. Future partners and integrations
Fixena may introduce integrations, recommendations and partnerships with organisations that provide services relevant to homeownership.
These may include areas such as:
• insurance
• energy
• broadband
• utilities
• manufacturers
• professional services
• estate agents
• mortgage-related services
• other home-related providers
Fixena’s principle is that partnerships should provide genuine value to homeowners rather than simply act as advertising.
Where you choose to use a partner service or integration, we will explain what information is shared and why.
Where required, we will obtain the necessary permission before sharing information.
20. Retention of information
Fixena does not intend to apply one blanket retention period to every type of information.
Retention will depend on:
• why the information was collected
• the type of information
• whether the information remains necessary
• legal and regulatory requirements
• security and fraud-prevention requirements
• disputes or potential legal claims
• the nature of the Home Passport service
Account information
Generally retained while your account remains active and for an appropriate period afterwards where necessary for legal, security or operational purposes.
Transaction and financial information
May be retained for periods required by applicable accounting, tax and legal obligations.
Professional verification
Verification information may be retained while relevant to a professional’s profile and for an appropriate period afterwards where necessary for fraud prevention, disputes, legal claims or regulatory requirements.
Home Passport and property records
Property information may be retained for as long as reasonably necessary to provide the Home Passport and related property-history services.
Because Fixena’s Home Passport is designed around the ongoing history of a property, certain property information may have a longer retention period than information relating solely to an individual user’s account.
Where information can be separated into:
property information
and
personal information
we will seek to maintain that distinction.
We will not retain personal information indefinitely simply because it is associated with a property.
21. Deletion and account closure
You may request deletion of your account and, where applicable, personal information.
We will consider requests in accordance with applicable data protection law.
Deletion may not be immediate where we are legally required or permitted to retain information, or where information is necessary for:
• legal claims
• disputes
• fraud prevention
• security
• accounting
• regulatory obligations
• other lawful purposes
Information that has been properly anonymised may be retained because it can no longer reasonably be linked to an individual.
Deleted information may also remain temporarily within secure backups until those backups are overwritten in accordance with our backup procedures.
22. Future Home Passport transfer
Fixena’s long-term vision is that a property’s useful digital history can continue with the property when ownership changes.
If Fixena introduces Home Passport transfer functionality, we will distinguish between:
information about the property
and
personal information about the current or previous homeowner.
Personal information will not automatically transfer simply because ownership of a property changes.
Any transfer functionality will be subject to appropriate permissions, privacy controls and applicable law.
We will provide additional information before introducing material processing associated with Home Passport transfer.
23. Security
Fixena will use appropriate technical and organisational measures to protect information against:
• unauthorised access
• accidental loss
• destruction
• alteration
• inappropriate disclosure
• other unlawful processing
Security measures may include:
• authentication
• role-based access
• database access controls
• encryption/security technologies
• monitoring
• restricted administrative access
• appropriate third-party security controls
No online service can guarantee absolute security.
24. Data access within Fixena
Fixena is designed around the principle of least necessary access.
For example:
Homeowners
Should have access to their own account and Home Passport.
Professionals
Should only have access to homeowner information necessary for relevant jobs, connections or services, or information deliberately shared with them.
Partners
Should only receive information necessary for the service or integration authorised by the homeowner.
Fixena administrators
Administrative access will be restricted according to role and operational need.
25. Your rights
Depending on the circumstances, you may have rights to:
• access your personal information
• correct inaccurate information
• request deletion
• restrict processing
• object to certain processing
• request portability of certain information
• withdraw consent where consent is the lawful basis
These rights are subject to applicable legal conditions and exemptions.
Contact us at hello@fixena.co.uk if you wish to exercise your rights.
26. Automated decision-making and profiling
Fixena may use algorithms, matching systems and AI to assist with:
• professional matching
• recommendations
• organisation of information
• maintenance insights
• search
• document processing
• other platform functions
These systems are intended to assist users rather than make significant decisions about them without appropriate safeguards.
Where legally significant automated decision-making is introduced, Fixena will provide the information and rights required by applicable law.
27. Children’s information
Fixena is intended primarily for homeowners and professionals and is not directed at children.
Users should not knowingly provide unnecessary information about children through Fixena.
If Fixena introduces functionality specifically involving children, the relevant privacy requirements will be reviewed before that functionality is introduced.
28. Special category information
Fixena does not intend to routinely collect special-category personal information as part of ordinary home-management functionality.
However, users may upload documents that contain sensitive information.
Users should avoid uploading unnecessary sensitive personal information.
If Fixena introduces a feature that intentionally processes special-category information, we will establish the appropriate legal basis and safeguards before doing so.
29. International processing
Some of Fixena’s technology and service providers may process information outside the United Kingdom.
Where personal information is transferred internationally, Fixena will use an appropriate lawful transfer mechanism and safeguards as required by applicable data protection law.
The relevant providers and transfer arrangements will be reviewed as the production technology stack is finalised.
31. Data breaches
If Fixena becomes aware of a personal data breach, we will assess and respond to it in accordance with applicable law.
Where notification to the ICO or affected individuals is legally required, we will take the appropriate steps.
32. Complaints
If you have concerns about how Fixena handles your personal information, please contact us first:
hello@fixena.co.uk
You also have the right to complain to the Information Commissioner’s Office (ICO).
33. Changes to this Privacy Policy
We may update this Privacy Policy when:
• new Fixena features are introduced
• our data processing changes
• new technology is introduced
• we add new service providers or partners
• legal requirements change
• clarification is required
Where a change materially affects how we process personal information, we will provide appropriate notice and obtain consent where required.
34. Contact Fixena
Fixena Ltd
Email: hello@fixena.co.uk