Privacy Policy

1. Scope of This Policy

This policy applies to the website published at longdwell.lol, to the contact and enquiry forms offered on it, and to the personal information we process while delivering access control, alarm monitoring, camera and video verification, fire and carbon monoxide detection, entry and intercom upgrades and monitoring plan management. It applies to visitors, prospective clients, current clients, residents and staff of client buildings, contractors who work on client sites, and anyone who contacts our desk by email, telephone or the web form.

This policy does not cover the separate privacy notices that a client organisation may publish for its own staff or tenants, nor does it cover third party platforms that a client chooses to run independently of our services. Where we process information strictly on the instruction of a client organisation, that client is the controller of the information and we act as its service provider. In that situation you should direct privacy questions to the client organisation first, although we will assist it as required.

We may provide a different or supplementary notice for a specific project, such as a building with unusual camera coverage or a monitored site with strict access rules. Where such a notice conflicts with this policy for that project, the project notice prevails for the matters it addresses.

2. Information We Collect

We collect several categories of information depending on how you interact with us. The categories are set out below so you can see exactly what may be involved.

Contact and identity information

This includes your name, job title, organisation, email address, telephone number, postal address and the content of the messages you send us. If you ask us to arrange a survey, we may also record the site address, the preferred appointment times and the names of people who will meet our technician.

Account and credential information

For access control services this includes user names, credential identifiers, card or fob numbers, keypad codes in protected form, access group assignments, schedule assignments and audit records showing which credential was used at which door and when.

Video and image information

For camera services this includes recorded video, still images, camera health data and, where analytics are enabled, event metadata such as the time a line was crossed or an object moved. Video may incidentally capture faces, vehicles, clothing, badges and licence plates.

Alarm and sensor information

For monitoring services this includes zone activations, opening and closing reports, duress signals, trouble and tamper conditions, device supervision status, test results and the notes an operator records while handling an event.

Technical and usage information

When you visit our website we may collect the internet protocol address, browser type, device type, operating system, referring page, pages viewed, time on page and similar technical details. This information helps us keep the site available and secure.

Billing and administrative information

For clients this includes purchase order references, invoice history, service plan details, renewal dates and correspondence about the account. We do not store full payment card numbers on our own systems.

3. How We Obtain Information

We obtain information directly from you when you complete our contact form, send an email, telephone our office, arrange a survey or sign a service agreement. We obtain credential and access records when a client organisation asks us to issue, change or retire credentials for its people.

We obtain video, alarm and sensor information from the systems we install and monitor, acting on the client instruction that governs those systems. We obtain technical information automatically from your browser when you use our website. In limited cases we obtain information from a client organisation, from a landlord or property manager, or from a contractor working on the same site, where that is necessary to deliver or support a service.

We do not buy personal information from data brokers, and we do not build advertising profiles about website visitors.

4. Why We Use Information

We use personal information for purposes that are tied to the services we provide. Those purposes include responding to enquiries, preparing quotations and scopes, arranging surveys and installations, programming and supporting access control systems, monitoring alarm signals, verifying alarms against video, maintaining life safety devices, managing monitoring plans and keeping service records accurate.

We also use information to operate and secure our website, to communicate about appointments, invoices and renewals, to provide technical support, to investigate faults and incidents, to meet legal, tax and insurance obligations, to resolve disputes and to improve the quality and reliability of our services.

We may use contact details to send service notices that are necessary for the operation of a system, such as a change to a monitoring path or a scheduled test. Where we send marketing information, we do so only where permitted and we provide a simple way to opt out.

5. Legal Bases for Processing

Where data protection law requires a legal basis, we rely on one or more of the following. We process information to perform a contract with you or to take steps at your request before entering a contract, such as preparing a quotation. We process information for our legitimate interests in operating a security business, which include protecting property, preventing loss, supporting clients and maintaining reliable records, provided those interests are not overridden by your rights.

We process information to comply with legal obligations, including tax, accounting, life safety and record keeping duties. We process information where you have given consent, such as when you ask us to add you to a mailing list or where a specific camera placement requires an explicit agreement. Where we process special category information, we do so only where a lawful condition applies, such as the establishment or defence of legal claims or the protection of vital interests.

You may withdraw consent at any time where consent is the basis, without affecting processing that already took place lawfully before withdrawal.

6. Access Control and Credential Data

Access control systems create a record of movement through doors and gates. We treat that record with care because it can reveal working patterns and presence. Credential data is used to grant or deny entry, to apply time and door restrictions, to produce audit reports for a client and to investigate a security incident.

We issue credentials only on the instruction of the client organisation, and we retire them promptly when that organisation tells us a person has left or a credential is lost. Audit reports are made available to the client organisation and, where a lawful request is made, to the authorities. We do not use access records to evaluate an individual for any purpose other than building security and the client instruction under which the system operates.

Keypad codes are stored in protected form wherever the platform supports it, and we advise clients to avoid sharing codes between people, because a shared code destroys the value of the audit trail.

7. Camera and Video Data

Camera systems may capture images of people who have not chosen to be recorded. We therefore scope camera coverage to genuine security needs, avoid pointing cameras into private areas, and use privacy masking where a view would otherwise capture a neighbouring property or a space where people expect privacy.

Recordings are retained for the period agreed with the client and set out in the project documentation. Access to recordings is limited to staff and contractors who need it for monitoring, maintenance or incident review, and to the client organisation through the platform we provide. We export clips only where a client requests them or where a lawful authority requires disclosure, and we keep a record of significant exports.

We monitor camera health so that a failed channel is identified as a fault. We do not use facial recognition on camera streams, and we do not sell video or image information to any third party.

8. Alarm and Monitoring Data

Alarm and monitoring data shows when a system was armed, when a zone activated, when an operator responded and how an event was resolved. We use this information to deliver monitoring, to test and prove the signal path, to tune zones that generate unnecessary activity and to provide a client with a clear account of what happened.

Operator notes may include the name of a keyholder, a passcode reference in protected form, a description of activity seen on camera and the outcome of a call. We keep these notes factual and limited to the incident, and we retain them for the period needed to support the client and to satisfy insurance and legal requirements.

Monitoring data is also used in aggregate to review system performance and to recommend changes that reduce false alarms and improve response.

9. Cookies and Similar Technologies

Our website uses a small number of cookies and similar technologies to keep the site working, to remember basic preferences and to understand general usage. Essential cookies support core functions such as security and load balancing. Preference cookies remember settings you choose. Analytics cookies, where used, help us understand which pages are useful so we can improve the content.

You can control cookies through your browser settings. Blocking some cookies may affect how the site behaves, but the main content remains readable. We do not use cookies to build an advertising profile, and we do not permit third party advertising networks to track visitors across our site.

Where the law requires consent for a non-essential cookie, we ask for it before setting that cookie and we honour your choice.

10. How We Share Information

We share personal information only where it is necessary and lawful. We share information with the client organisation that owns or operates a system, because that organisation is responsible for its building and its people. We share information with service providers who support our operations, such as monitoring centre operators, software platform vendors, telecommunications carriers, payment processors, accountants and information technology providers, and we require them to protect the information and to use it only for the service they provide to us.

We may share information with emergency services and law enforcement where an alarm, an incident or a lawful request requires it. We may share information where we are required by law, regulation, court order or a valid legal process, or where disclosure is necessary to protect the rights, safety and property of a person.

If our business is reorganised, merged or sold, information may be transferred as part of that transaction, and we will take reasonable steps to ensure the recipient respects this policy. We do not sell personal information, and we do not share it for cross context behavioural advertising.

11. Data Retention

We keep personal information only for as long as it is needed for the purpose it was collected, plus any period required by law, contract, insurance or the defence of legal claims. Contact and enquiry records are kept for a reasonable period so we can answer follow up questions. Client service records are kept for the life of the relationship and for a defined period afterwards. Access audit records, alarm records and video recordings are kept for the periods agreed with the client and described in the project documentation.

When a retention period ends, we delete or anonymise the information. Where deletion is not immediately possible, for example in a backup rotation, we isolate the information and delete it as soon as the rotation completes. Retention periods may be longer where a legal hold applies to a specific matter.

12. How We Protect Information

We use technical and organisational measures to protect personal information against loss, misuse and unauthorised access. These measures include access controls that limit who may view a system, authentication and session controls on our platforms, encryption of data in transit where the platform supports it, network segmentation for security devices, physical protection of panels and recorders, and documented change control for system configuration.

Our people receive guidance on handling information securely, and access to client data is granted only to staff and contractors who need it for their work. We keep backups, we monitor for faults and we review our arrangements as systems change. No method of storage or transmission is completely secure, so we cannot promise absolute security, but we work to reduce risk and we review incidents seriously.

If a breach affects personal information, we will notify affected parties and the relevant authorities as required by applicable law.

13. Privacy for Children

Our services are intended for homes, businesses and organisations, and our website is not directed to children. We do not knowingly collect personal information from children through this website. Where a security system at a home or a school may capture or process information about a child, we do so only on the instruction of the responsible adult or organisation and only as necessary for the security purpose of the system.

If you believe that we have collected information about a child without the appropriate authority, please contact us and we will review the matter and delete the information where required.

14. Your Privacy Rights

Depending on where you live, you may have rights that include the right to know what personal information we hold about you, the right to request a copy, the right to correct inaccurate information, the right to request deletion, the right to restrict or object to certain processing, the right to data portability and the right not to be discriminated against for exercising a privacy right.

You may also have the right to withdraw consent where processing is based on consent. To exercise a right, contact us using the details at the end of this policy. We will verify your identity before acting, and we will respond within the time required by applicable law. Where we process information as a service provider for a client organisation, we will forward your request to that organisation or assist it as required.

You may have the right to lodge a complaint with a supervisory authority in your region. We would appreciate the chance to address your concern directly before you approach an authority.

15. International Data Transfers

We are based in the United States, and the information we process is generally stored and handled in the United States. Some service providers may process information in other countries. Where we transfer personal information across borders, we take steps to ensure that the information receives an appropriate level of protection, using recognised safeguards such as contractual commitments and vendor assessments. You may contact us for more information about the safeguards that apply to a specific service.

16. Third Party Services and Links

Our website may link to third party sites, and our services may integrate with platforms operated by other companies, such as a monitoring application or a camera viewing service. Those third parties have their own privacy practices, and we are not responsible for their content or their handling of information. We encourage you to read the privacy notice of any third party service you use. Where we integrate a third party platform into a client system, we choose providers carefully and set out the responsibilities in the project documentation.

17. Changes to This Policy

We may update this policy to reflect changes in our services, in technology or in the law. When we make a material change, we will update the effective date at the top of this page and, where appropriate, provide a notice on the website or by email. We encourage you to review this policy periodically so that you always understand how we handle personal information.

18. How to Contact Us