AI Usage and Transparency Policy
- Purpose
This AI Usage and Transparency Policy explains how Harmony at Home uses artificial intelligence (“AI”) within its business and when providing services to customers.
We are committed to using AI responsibly, lawfully and transparently. This policy is intended to help customers, clients and other individuals understand:
- how we use AI;
- how personal data may be processed when using AI tools;
- the safeguards we have in place;
- the role of human oversight in our decision-making.
This policy is intended as a general transparency statement regarding our use of AI. It does not replace our Privacy Policy or any other legal notices and does not describe every internal process, safeguard or technical measure that may apply to our use of AI.
This policy should be read alongside our Privacy Policy and any other privacy information we provide.
- What is AI?
For the purposes of this policy, “AI” means software or technology capable of performing tasks that would normally require human intelligence, such as:
- generating text, images or other content;
- summarising information;
- analysing data;
- identifying patterns;
- assisting with research or administrative tasks;
- providing automated responses to enquiries.
- How We Use AI
We may use AI systems to support our business operations and the delivery of our services.
Examples include:
- drafting documents, correspondence and content;
- reviewing and summarising information;
- customer service support;
- business administration;
- data analysis and reporting;
- quality assurance and process improvement;
- website and digital service functionality.
The use of AI is intended to assist our personnel and improve efficiency. AI does not replace appropriate human review where professional judgement, expertise or oversight is required.
- Human Oversight
We recognise that AI systems can produce inaccurate, incomplete or misleading outputs.
Where appropriate:
- AI-generated content will be reviewed by a member of staff before use;
- important decisions will not be based solely on AI-generated outputs;
- employees will remain responsible for decisions made on behalf of the business;
- AI outputs may be amended, corrected or rejected following human review.
- Use of Personal Data
We may use authorised AI systems that process personal data in order to support the provision of our services and business operations.
Where personal data is processed through AI systems, we will:
- comply with applicable data protection laws;
- only process personal data for legitimate business purposes;
- limit personal data processing to what is necessary;
- implement appropriate technical and organisational security measures;
- take reasonable steps to ensure AI providers offer suitable privacy and security protections; and
- provide information about our use of AI and personal data processing through our Privacy Policy, this policy and any other relevant privacy notices.
Further information about how we process personal data can be found in our Privacy Policy.
- Confidential and Sensitive Information
We take steps to protect confidential, commercially sensitive and personal information.
Employees and contractors are required to:
- use only authorised AI systems;
- comply with our data protection and information security requirements;
- avoid entering confidential information into unauthorised public AI platforms;
- follow any internal guidance relating to the use of AI.
Where appropriate, information may be anonymised, redacted or otherwise minimised before being processed by AI systems.
- Automated Decision-Making
We do not ordinarily use AI to make decisions about individuals without meaningful human involvement.
If we undertake any processing that constitutes automated decision-making subject to applicable legal requirements, we will provide any information and rights required by law.
Where required by law, we will provide individuals with appropriate information about the processing and make available any rights that apply, which may include rights to obtain human intervention, make representations, seek an explanation or challenge a decision.
- Accuracy and Reliability
Although AI can provide useful assistance, it is not always accurate.
AI-generated information may:
- contain factual inaccuracies;
- omit relevant information;
- produce content that is incomplete or out of date.
For this reason, AI-generated outputs may be checked, verified and amended before being relied upon or shared externally.
- Fairness and Bias
Where relevant to the way we use AI, we take reasonable and proportionate steps to identify and reduce the risk of inaccurate, biased or discriminatory outcomes. Where appropriate, AI-assisted outputs and recommendations may be subject to human review before they are relied upon or acted upon.
- Intellectual Property
Where AI tools are used to assist with the creation of content, ownership, permitted use and intellectual property rights may depend on the circumstances, including the relevant AI provider’s terms and the extent of human involvement in creating the final content.
Accordingly:
- AI-generated or AI-assisted content may be reviewed and edited before use;
- we may combine AI-generated content with human-created content; and
- where appropriate, we may take reasonable steps to reduce the risk of infringing third-party intellectual property rights.
- Third-Party AI Providers
We may use third-party AI providers to deliver certain AI-enabled services or functionality.
Where appropriate, we may share information with such providers in accordance with:
- our Privacy Policy;
- contractual arrangements; and
- applicable data protection laws.
Some providers may process information outside the United Kingdom. Where this occurs, we will seek to ensure appropriate safeguards are in place where required by law.
- Transparency
We are committed to being transparent about our use of AI.
Where appropriate, we may:
- inform individuals when they are interacting with an AI-enabled system;
- identify content that has been generated or materially assisted by AI;
- explain when AI is used as part of our services; and
- provide additional information regarding our use of AI upon request.
- Policy Review
Technology and regulation relating to AI continue to develop.
We may update this policy from time to time to reflect:
- changes in our business practices;
- developments in AI technology;
- legal and regulatory requirements; and
- industry guidance and best practice.
Any updated version will be made available through our usual communication channels.
- Contact Us
If you have any questions regarding this policy or our use of AI, please contact: privacy@harmonyathome.co.uk
- Policy Details
Date: 01 August 2026
