Home Improvement Marketing Ltd (HIML) was investigated as part of a wider operation set up by the Commissioner to assess and analyse complaint trends in relation to the energy and home improvements sector.

In March 2024, the ICO carried out a search warrant to obtain evidence in relation to HIML and its compliance with PECR. Following an extensive investigation, it was revealed that between 31 May 2023 and 31 August 2023, HIML instigated the transmission of 2,449,380 automated marketing calls to subscribers without their prior consent contrary to regulation 19 of PECR. This resulted in 274 complaints being made to the TPS and the ICO reporting tools.

Several complainants stated they were receiving multiple recorded calls a day. The software responded based on a recipient’s answers and there was no option to opt-out of further calls.