1. Introduction and Purpose

House Made Ready is committed to operating as a responsible PropTech business that creates long-term value for our users, partners, and the communities we serve. This Environmental, Social, and Governance (ESG) Policy outlines our commitments and practices across environmental sustainability, social responsibility, and corporate governance.

As the UK's only service combining architectural insight with market intelligence, we recognise our unique position to influence positive change in the property sector. This policy applies to all operations, services, partnerships, and decision-making processes within House Made Ready.

2. Environmental Commitments

2.1 Digital-First Approach

We are committed to minimising our environmental footprint through a digital-first model, including:

• Reducing Paper Waste: Our property intelligence reports, architectural drawings, and supporting documentation are delivered digitally by default, reducing paper use associated with traditional property and design processes.
• Reducing Physical Travel: By providing AI-powered architectural and market intelligence reports quickly (including near-instant results for core scorecards), we reduce the need for avoidable in-person visits, repeat consultations, and unnecessary travel-related emissions.
• Operational Efficiency: We continually refine internal workflows (including customer support, onboarding, and partner communications) to minimise printing, postage, and other resource-intensive processes.

2.2 Promoting Sustainable Development

We actively encourage environmentally responsible property development and improvement by:

• Identifying Retrofitting Opportunities: Where possible, our reports highlight practical opportunities for homeowners to improve existing homes through retrofit measures (for example insulation upgrades, ventilation improvements, heat-loss reduction, and better-performing windows/doors), helping users prioritise lower-carbon improvements.
• Supporting Energy-Efficient Extensions/Conversions: Our feasibility insights and drawing services are designed to help homeowners identify extension and conversion options that can be designed with energy efficiency in mind (including improved daylighting, thermal performance, and efficient layouts).
• EPC Awareness and Improvement Pathways: We promote awareness of EPC ratings and encourage users to consider improvements that may increase comfort, reduce bills, and improve energy performance.
• Green Development Matching: When connecting homeowners with trades and professionals through our matching service, we actively promote and prioritise partners who demonstrate sustainable building practices and hold relevant environmental certifications (e.g., PAS 2035 retrofit assessments, BREEAM, or equivalent standards).

2.3 Carbon Footprint and Cloud Infrastructure

We commit to managing and reducing our carbon footprint by:

• Sustainable Cloud Providers: Selecting and maintaining cloud providers and hosting partners with strong sustainability credentials and high sustainability ratings (including published commitments to renewable energy usage, carbon reduction, and responsible data centre operations).
• Efficient Compute Use: Continuously improving our AI and data pipelines to reduce computational load while maintaining accuracy, reliability, and speed.
• Responsible Data Storage: Applying data minimisation and retention practices that balance user needs, legal requirements, and environmental impact by avoiding unnecessary storage and duplication.

2.4 Environmental Targets

House Made Ready commits to:

• Measuring and reporting our operational carbon footprint annually by Q4 2026.
• Achieving carbon neutrality for direct operations by 2028.
• Partnering with at least 50 verified "green" trades and professionals by end of 2026.
• Including sustainability-related guidance and/or prompts in 100% of our property intelligence reports by Q3 2026.

3. Social Commitments

3.1 Democratising Property Data (Accessibility and Inclusion)

We are committed to making property development and transaction insight accessible to all by:

• Free Core Service: Our Property Intelligence Reports remain free forever for homeowners and buyers, democratising access to professional-grade architectural and financial insight regardless of economic background.
• Making Complex Data Understandable: We translate complex architectural, planning, and financial information into clear outputs that empower informed decision-making for users who are not property professionals.
• Digital Accessibility: We strive to meet WCAG 2.1 AA accessibility standards on our platform to ensure users with disabilities can access our services.
• Plain Language: We present information in clear, understandable language so users can act on it confidently.

3.2 Fair and Ethical Practices

We commit to:

• Transparent Pricing: Clear, upfront pricing for premium services (such as our £195 architectural drawings package) with no hidden fees.
• No Misleading ROI Claims: All financial projections use actual HM Land Registry sold price data from the user's specific street and area, ensuring realistic and data-backed property value estimates rather than inflated or speculative figures.
• Verified Professional Network: All trades, architects, surveyors, and planning consultants in our matching service undergo verification checks to protect homeowners from unqualified or uninsured operators.

3.3 Community Impact (Supporting Local Trades and Professionals)

House Made Ready supports positive community outcomes by:

• Supporting Local Trades and Professionals: We support local builders, contractors, architects, surveyors, and planning consultants by connecting them with relevant, verified leads, helping sustain regional employment and economic resilience.
• Informed Development Decisions: Providing clear information about Article 4 restrictions, conservation area limits, and permitted development rights helps homeowners respect local planning policies and neighbourhood character.
• Reducing Property Transaction Stress: By connecting all parties in the property ecosystem (sellers, buyers, agents, trades, professionals) with accurate information upfront, we reduce delays, disputes, and wasted resources.

3.4 Diversity and Inclusion (Equal Opportunity)

We are committed to fair treatment and equal opportunity within our team and across our platform ecosystem, including:

• Non-Discrimination: We do not tolerate discrimination or harassment on the basis of protected characteristics (including age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation).
• Fair Access to the Platform: We aim to ensure that homeowners, buyers, estate agents, trades, and professionals can access and benefit from our services without unfair barriers.
• Inclusive Partner Standards: We encourage partners on our platform to uphold inclusive and respectful conduct, and we may take action (including suspension or removal) where behaviour is inconsistent with these expectations.

3.5 Data Protection and User Rights

We are committed to:

• GDPR Compliance: Full compliance with UK GDPR and Data Protection Act 2018, respecting user rights to access, rectify, erase, and port their personal data.
• Transparent Data Use: Clear communication about how user data (including property details and lead information) is processed, stored, and shared with estate agents, trades, and professionals.
• User Consent: Explicit, informed consent before sharing homeowner or buyer data with third parties, including estate agents and matched professionals.

4. Governance Commitments

4.1 Ethical AI and Technology Use

We commit to responsible development and deployment of AI technology:

• Accuracy and Reliability: Continuous testing and validation of our AI-powered property scorecards against real planning decisions, Land Registry data, and architectural feasibility standards.
• Bias Mitigation: Regular audits to identify and mitigate algorithmic bias that could disadvantage users based on property location, value, or demographic factors.
• Transparency in Limitations: Clear communication about what our AI can and cannot determine, including when professional advice from architects, surveyors, or planning consultants is recommended.
• Human Oversight: Maintaining appropriate human review processes for complex cases and disputed results.

4.2 Data Security and Privacy

House Made Ready implements robust governance around data:

• Information Security Management: Implementation of technical and organisational measures to protect user data from unauthorised access, loss, or breach.
• Third-Party Processor Compliance: When acting as a data processor for estate agents using our B2B dashboard, we maintain strict contractual and technical safeguards in line with GDPR Article 28.
• Breach Response Protocol: A documented incident response plan for data breaches, including notification procedures in compliance with ICO requirements (within 72 hours where applicable).

4.3 Business Integrity and Compliance

We maintain high standards of corporate governance through:

• Regulatory Compliance: Adherence to all applicable UK laws and regulations, including but not limited to Consumer Rights Act 2015, UK GDPR and Data Protection Act 2018, Privacy and Electronic Communications Regulations (PECR), Consumer Protection from Unfair Trading Regulations 2008, and Electronic Commerce Regulations 2002.
• Anti-Corruption: Zero tolerance for bribery, fraud, or corrupt practices in all business dealings, partnerships, and professional referrals.
• Conflict of Interest Management: Transparent disclosure of any commercial relationships with estate agents, trades, or professionals featured on our platform.
• Fair Competition: Commitment to compete fairly in the PropTech market without engaging in anti-competitive practices or misleading advertising.

4.4 Accountability and Transparency

House Made Ready commits to:

• Clear Terms of Service: Maintaining up-to-date, comprehensible Terms of Use and Privacy Policy accessible to all users.
• Complaints and Dispute Resolution: A formal complaints process with defined response timelines and escalation procedures (as outlined in our Terms of Use).
• Regular Policy Review: Annual review and update of all legal policies, terms, and this ESG Policy to reflect evolving best practices and regulatory requirements.
• Stakeholder Communication: Open dialogue with users, partners, and professional bodies about our ESG performance, challenges, and improvements.

4.5 Partnership Standards

We hold our business partners to equivalent standards:

• Estate Agent Partners: Expected to comply with NAEA Propertymark or equivalent professional body standards, anti-money laundering regulations, and estate agency conduct rules.
• Trade and Professional Partners: Required to hold appropriate insurance, certifications, and demonstrate ethical business practices. Preference given to those with environmental or quality certifications.
• Technology and Data Partners: Must demonstrate GDPR compliance, appropriate security certifications (e.g., ISO 27001 or equivalent), and alignment with our data protection standards.

5. Implementation and Review

5.1 Responsibility

Overall responsibility for this ESG Policy rests with the Chief Executive Officer (CEO) of House Made Ready. Implementation is embedded across all operational teams and business functions.

5.2 Monitoring and Reporting

We commit to:

• Annual ESG Review: A comprehensive review of our environmental impact, social initiatives, and governance practices by Q4 each calendar year, with outcomes documented and tracked against the commitments in this policy.
• Key Performance Indicators (KPIs): Tracking measurable ESG metrics including carbon footprint estimates, accessibility compliance scores, data breach incidents (target: zero), complaint resolution times, percentage of verified sustainable trade partners, and platform integrity metrics.
• Ownership and Actions: Assigning internal owners for ESG actions, maintaining an action log, and prioritising remediation where gaps are identified.
• Transparent Communication: Publishing an annual ESG summary on our website (www.housemadeready.co.uk) beginning in 2027.

5.3 Policy Updates

This ESG Policy will be reviewed and updated:

• Annually as a minimum, or
• In response to significant regulatory changes, or
• Following material changes to our business operations or service offerings.

All updates will be communicated to relevant stakeholders and published on our website with version control and effective dates clearly stated.

6. Contact and Concerns

If you have questions, concerns, or suggestions regarding this ESG Policy or House Made Ready's environmental, social, or governance practices, please contact us:

For data protection or privacy-specific inquiries, please refer to our Privacy Policy and GDPR Compliance Statement available on our website.