Privacy policy.

Who we are

Threshold (also referred to as Threshold UK) is a trading name of Patient Flow Ltd, a company registered in the United Kingdom. Patient Flow Ltd is the data controller for the information described in this policy.

Questions about this policy, or about how we hold your data, go to hello@threshold-uk.co.uk.

What we collect

When you get in touch through our website, our adverts, or by replying on WhatsApp, you typically share the following:

• Your name.
• A phone number we can use to reach you on WhatsApp.
• Details about your project (for example, the renovation you're planning, a rough budget range, when you're hoping to start, and the area or property the work is for).

We also keep the content of the WhatsApp messages exchanged between you and us, so the conversation has continuity from one reply to the next.

How messaging works

Our conversations with you happen over WhatsApp, on Meta's WhatsApp Business Platform. WhatsApp itself handles the message in transit between your phone and ours under its own terms.

On our side, your messages are processed by our software, including AI-assisted processing, so we can understand what you're looking for, ask sensible follow-up questions, and work out which specialist is the right match. A person at Threshold can also see the conversation, and a member of the specialist's team will see it once your enquiry is handed over to them for a consultation.

Why we use it (lawful basis)

We use your information to reply to your enquiry, check whether what you're after lines up with what our specialists do, and book a consultation if it's a good fit.

Under UK GDPR, the lawful bases we rely on are:

• Steps prior to a contract, where you're asking us to help you find and engage a specialist.
• Legitimate interests, namely running and improving a qualification service that connects homeowners with the right premium installer, in a way that respects your privacy.

Who we share it with

We share the relevant parts of your enquiry with the specific installer or specialist your enquiry is about, so they can prepare for and carry out the consultation with you. We also use a small number of service providers to actually run the service:

• Cloud hosting (the servers that store the conversation and run our software).
• Messaging infrastructure (Meta's WhatsApp Business Platform).
• Email and operational tooling we use to run the business day to day.

That's it. We don't sell your data, and we don't share it with advertisers or data brokers.

How long we keep it

We keep your information for as long as we need it to handle your enquiry and any work that follows, and as long as we're required to under UK law (for example, tax and accounting records). When neither of those still applies, we delete it.

If you'd like us to delete your information sooner, see "Your rights" below.

Your rights

Under UK GDPR you have the right to:

• Ask for a copy of the personal information we hold about you.
• Ask us to correct anything that's wrong.
• Ask us to delete what we hold (where there's no legal reason for us to keep it).
• Object to how we're using it.
• Ask us to stop or limit certain uses while a question is being sorted out.

To exercise any of these rights, email hello@threshold-uk.co.uk from the address you originally contacted us on, or from a number we can match against an existing conversation, and we'll handle it.

If you're not happy with how we've handled your information, you also have the right to complain to the UK's Information Commissioner's Office (the ICO) at ico.org.uk. We'd rather you came to us first, but the option is yours.

Cookies and analytics

This website doesn't use cookies, and we don't run any third-party analytics or tracking scripts on it. The only things our pages load are the fonts we use to display them, the stylesheet, and a small piece of JavaScript that fades sections in as you scroll. None of that records who you are or where you came from.

Last updated: 4 June 2026.