Privacy policy
Through our website, we aim to provide energy advice, resources, tools and services to help you lower carbon emissions to fight the climate emergency and to take steps to start to decarbonise your home or housing stock.
By using the site you are indicating that you accept and agree to abide by our Terms and Conditions.
For more information on our Terms and Conditions, as well as our privacy and data protection information, see the below sections.
For information on cookies and how we use them, click here.
This page was last updated in May 2026.
Privacy and data protection
Privacy and data protection statement
This statement sets out how Changeworks uses and protects any information given to us.
Changeworks needs to keep certain information on its employees, volunteers, service users and customers to carry out its day-to-day operations, meet its objectives and comply with legal obligations.
Changeworks is committed to ensuring that any personal data we hold is dealt with in line with the relevant Data Protection legislation, including the UK General Data Protection Regulation (UK GDPR), Data Protection Act (2018), the Data Use and Access Act (2025) and the Privacy and Electronic Communications Regulations (2003).
Personal information will be collected and used fairly, stored safely and not disclosed to any other person unlawfully. We will not share your information with any other organisation without informing you unless required to do so by law.
Changeworks may share data within the organisation to help us carry out our business and improve our service. We may also share data with our processors, as and where required to carry out our business.
Your Rights
Changeworks is committed to fulfilling your rights under UK Data Protection Legislation.
Right to be Informed
At the point of data collection, Changeworks will inform you how your personal data will be processed through a privacy notice.
Right of Access
You may request details of personal information we hold about you, by way of Subject Access request.
Right to Erasure
You may request the deletion of your personal data held by Changeworks, in accordance with the conditions stipulated in UK Data Protection Legislation.
Right to Complain
If you are unhappy about how Changeworks has processed your personal data, you may raise a complaint with us by filling in our Feedback form. You may also lodge a complaint with the Information Commissioners Office (ICO) by contacting 0303 123 1113 or visiting www.ico.org.uk.
Right to Object
Where Changeworks is relying upon Legitimate Interests to process your personal data, you may object to the processing of your data in accordance with UK Data Protection Legislation.
Right to Rectification
If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible at the above address. We will promptly correct any information found to be incorrect.
Withdrawing Consent
If we are holding your data with your consent, you may withdraw your consent at any time by contacting the Data Protection team at the email shown below.
For us to process any of the requests above please write to:
Data Protection
Changeworks
Orchard Brae House, 30 Queensferry Road
Edinburgh
EH4 2HS
Email: ask@changeworks.org.uk
To process such a request, we will require your:
- Full name
- Contact information
- Relationship to Changeworks
- What information you are requesting
We may also request proof of identity before releasing any information.
Data Security
We are committed to keeping your information secure. To prevent unauthorised access or disclosure, we have appropriate physical, technical and organisational measures in place to protect the information we collect.
E-marketing
We use the following statement when individuals sign online forms in relation to an ongoing Changeworks project:
Want to be kept updated with energy-related advice, resources, tools and services to help you lower carbon emissions to fight the climate emergency?
Please tick below:
- Yes, Changeworks has my consent to contact me via email
- No, sorry
We promise to keep your details safe and never to share your details with any third parties. We look at engagement with our marketing communications to make sure they’re as helpful as they can be. You can unsubscribe from our marketing emails at any time by clicking on the ‘unsubscribe’ link in Changeworks e-communications.
Links to other websites
While Changeworks cannot control other organisation’s websites, we will only provide links to partners and/or those who we deem to be trusted sources of information and advice.
Copyright
All copyright and other rights in the content of this website are owned or controlled for these purposes by Changeworks. In accessing these web pages, you agree that you may only download the content for your own personal non-commercial use.
You are not permitted in any way to modify, change, copy, download, store, broadcast, transmit, show or play in public the content of these web pages for any other purpose whatsoever without the prior written consent of Changeworks.
Competitions
The terms and conditions for Changeworks’ latest competitions are listed below. These are up-to-date as of April 2023.
Accessibility
This website has been designed to be as useable and accessible to as many people as possible. We are always working to increase the accessibility and usability of our website and in doing so adhere to many of the available standards and guidelines.
This website endeavours to conform to level Double-A of the World Wide Web Consortium (W3C) Web Content Accessibility Guidelines 2.0. These guidelines explain how to make web content more accessible for people with disabilities. Conformance with these guidelines will help make the web more user friendly for all people.
Complaints and feedback
At Changeworks we respect our customers and believe they are entitled to the highest standards of service. Our Customer Care Policy Statement outlines our aims in customer care for the following:
- What you should expect when you contact us
- The standard you should expect
- Lets our staff know what is expected of them
- Encouraging comments/complaints from our customers
This policy is correct as of July 2022.
Use of Artificial Intelligence (AI)
Changeworks has established a governance framework to ensure the safe and responsible use of AI tools and systems that may use AI. There may be circumstances where personal data is processed by, or interacts with, AI tools or systems. Any AI tool or system that processes personal data must be recorded on our internal AI register and, before use, must be risk-assessed and confirmed as safe and appropriate.
We recognise that the potential uses of AI tools and AI within systems we use may evolve over time. Any new applications will be carefully considered and will align with Changeworks’ commitment to data privacy and security. To support responsible use of AI tools, Changeworks has established AI policy, principles and governance.
Microsoft Copilot
This section explains Changeworks’ use of Microsoft 365 Copilot.
Changeworks may use Microsoft Copilot to process personal data to support staff to work more efficiently. This may include the personal data of individuals who interact with Changeworks. Copilot is a generative AI tool that operates as an additional way of processing information; it does not change how your personal data is used within our organisation. Its use does not alter the purpose of processing or our lawful basis for doing so.
Our lawful basis for the business use of CoPilot is Legitimate Interests.
Copilot may be used, for example, to:
- Draft and summarise documents, emails and other written content
- Support colleagues to manage workloads more effectively
- Analyse data sets and generate insights
Under our AI governance framework, all AI-generated outputs are subject to human oversight. We take steps to ensure that any outputs are reviewed and are accurate before being used.
Any data processed using Copilot is stored within Changeworks’ secure Microsoft tenant, which is hosted within the UK. This data remains under Changeworks’ control and does not leave our trust-boundary.
Statement Updates
We may update this information from time to time, as required. You should revisit this page from time to time to ensure that you are happy with any changes. If we make significant changes, we will inform you separately and/or post an additional notification on our website homepage. This statement is effective from 1 May 2026.
Social media terms of use
Changeworks uses social media to engage with interested people, organisations, community groups and businesses. We’re also aware of our responsibilities in ensuring the accuracy and quality of any information we produce.
This policy is an important part of our commitment to ensure that information on our social media accounts is accurate, accessible, and appropriate.
Most social media platforms have their own rules and guidelines which we will follow. We reserve the right to remove any contributions that break the rules or guidelines of the relevant community. We ask that users who interact with Changeworks on social media adhere to the following:
Changeworks’ social media channels are moderated regularly Monday-Friday 9am-5pm, and on an ad-hoc basis over weekends and bank holidays. Whilst all attempts are made to answer queries that come through via these channels, because of our operating hours we ask users to contact the appropriate team at Changeworks in the first instance using the contact information listed below.
If you are in need of energy advice, please contact the below and we will respond within three working days: