Questions about Swale Life

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Internet Service (5)

  • If a computer is plugged into the main router by an ethernet cable and utilising www.speedtest.net, we are providing over 100Mb download and over 28Mb upload with a fast latency (less than 50ms). However, a WiFi connected device will get less than this depending on the device, the testing software and the quality of the WiFi where the device is sited during the test.
  • There is no limitation on monthly download (within the context of our Fair Use Policy).
  • We hope not to manage your traffic, but we have the capability to do so, and we will monitor all household traffic but not at detailed level.

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No


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We are based in Upper Swaledale and cover north of Thwaite.


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Our installation costs are £349.92 this includes one router/access point – if your house needs a more complicated system further costs may be needed – these extra costs will not be covered by the Better Broadband Scheme.

Our monthly fee is £29.60 + £0.30 transaction costs for Direct Debit

Our fees will change from time to time as described on our website. As a member of the company you will have the opportunity to discuss any changes and vote on the options. But these changes are binding within your contractual period. However, the Company as a member of Ofcom recognises that we must give you at least a month’s notice of this and allow you to exit your contract without penalty if these are detrimental to you.

We utilise http://gocardless.com to process invoice payments and monthly direct debits; their name GOCARDLESS will appear on your bank statement with SWALELIFECIC in the reference.


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We are your neighbours so please let us know about any problems or disappointments.

If you feel one or more of us is not taking your problem seriously please put this in writing through our support system and the Directors will arrange an informal meeting within 14 days of receipt to work out a solution.

If you really feel we are not listening and the problem is serious we are members of CISAS (https://www.cedr.com/consumer/cisas/) – CISAS is managed independently by the Centre for Effective Dispute Resolution (CEDR), an Alternative Dispute Resolution Provider, certified by Ofcom, to resolve disputes related to communication and internet services. The service is free of charge to customers as required by the Communications Act 2003.


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Better Broadband Scheme (3)

The text from the government website has been re-drafted to help your understanding.

To be eligible your house:

  • must not have already received the connection supported by the voucher or any other publicly funded Scheme;
  • must be in a location where there is no pre-existing broadband connection offering speeds of more than 2 Mbps (most of you can not get more than 2Mb Swale Life will already have informed you if you can); and
  • must be in a location where a broadband connection offering speeds of more than 2 Mbps supported by any form of public funding is neither already available nor planned in the next 12 months (there are no plans for upper swaledale).

You must enter into a new contract or agreement for at least 12 months with a supplier registered to the Scheme (Swale Life contracts are 12 months).


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The Better Broadband Voucher Scheme is available to any home or business that has a download speed of less than 2 Megabits per second and will not be the recipient of any state aid support, including superfast broadband services, within the next twelve months. See the government terms and conditions for full details. These are presented below:

  • Vouchers are not transferable to other Beneficiaries or properties.
  • Department for Digital, Culture, Media and Sport (“DCMS“) are not liable in any way for user errors or unauthorised use of the Scheme web pages and application materials by suppliers or Beneficiaries.
  • DCMS are not liable in any way for incomplete, false or misleading information given by Beneficiaries (including you) or suppliers. Where incomplete, false or misleading information is given, DCMS reserve the right to either cancel the voucher or reclaim the voucher value in full.
  • DCMS reserve the right to discontinue or otherwise vary the terms of the Scheme in any way upon reasonable notice. In addition to being notified of any variations made to the terms of the Scheme, the current terms are available on request at any time.
  • DCMS reserve the right to end the Scheme at any time.
  • The contract for service you have accepted with your chosen supplier is in no way affected by the offer of a voucher or its issue or non-issue in accordance with these terms and conditions.
  • Public sector organisations (including state schools) may not benefit from the Scheme.
  • DCMS do not endorse any particular supplier or product and you should undertake all normal checks to satisfy yourself of the standing of the supplier and suitability of the product before placing an order directly with the supplier of your choice.
  • DCMS accept no liability for any connection work undertaken. It is the responsibility of the supplier selected to ensure that the connection is installed correctly and without loss or damage. You should assure yourself that the connection has been correctly installed before confirming your installation is complete.
  • You agree to provide DCMS with such additional information and assistance as we may reasonably require from time to time in relation to the operation of the Scheme. This may include (without limit) providing reasonable access to your premises or network for the purpose of making relevant compliance checks by us or our agents.
  • You agree to provide reasonable information and assistance to support the promotion of the Scheme, including providing information for a case study and taking part in any Scheme evaluation surveys.
  • If you receive any information request under the Freedom of Information Act 2000 (or equivalent legislation applicable to you) that concerns the Scheme and/or us you shall provide such request to DCMS without delay.
  • These terms and conditions shall be subject to and construed in accordance with English law and subject to the exclusive jurisdiction of the courts of England and Wales. The rights and remedies of DCMS under or in connection with these terms and conditions may be waived only by notice by DCMS and in a manner that expressly states that a waiver is intended.
  • In the event that DCMS decline your supplier’s request for a voucher on the basis that the premise for which the voucher has been requested is already capable of benefiting from a broadband connection with a download speed greater than 2Mbps, you may appeal this decision by contacting us at better.broadband@culture.gov.uk. Your appeal must contain the following information:
    • screenshots of three separate speed tests carried out at different times of day, while connected via Ethernet cable (rather than Wi-Fi) to your router;
    • full address details; and
    • any additional supporting evidence you wish to provide.

DCMS Data Protection Policy

Where you are a corporate Beneficiary, we and you shall comply with all applicable data protection laws. Any personal data (of your employees, company representatives or otherwise) provided by you shall be used in accordance with our privacy statement located at https://basicbroadband.culture.gov.uk/privacy_notice/. You shall comply with any additional data protection procedures notified by us and ensure that (a) you have provided such employees, company representatives or otherwise (as applicable) with our privacy statement, and (b) all fair processing notices have been given and/or, as applicable, consents are obtained to enable us to process the relevant data for the purpose of the Scheme.

We shall be entitled to require you to comply with such additional provisions as we may reasonably determine to be necessary in order to enable DCMS and you to comply with our respective obligations under Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and repealing Directive 95/46/EC (General Data Protection Regulation) OJ L 119/1, 4.5.2016 (being the GDPR).

Where you are a residential Beneficiary any personal data provided by you shall be used in accordance with our privacy statement located at https://basicbroadband.culture.gov.uk/privacy_notice/.


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  1. You check that you are eligible and you are willing to accept the Beneficiary Terms and Conditions – all good then you let Swale Life know on the application form.
  2. Swale Life requests a voucher for you on the Department for Digital, Culture, Media and Sport (“DCMS“)  website.
  3. DCMS checks and confirms eligibility with you by email and issues the voucher.
  4. Once your voucher is issued (which we see on the DCMS website) we have 28 days to install your system.
  5. Once installed we do some paper work with DCMS to let them know.
  6. They check with you that the new connection is working and you are happy to claim your voucher.
  7. DCMS then pay Swale Life for your installation.


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Policies (2)

We do although it is unlikely to affect you if you are using your internet for normal purposes – the detailed policy can be found here.


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Swale Life Broadband believes in a safe Internet and works with other organisations and regulatory bodies to prevent illegal use of the internet.

The primary purpose of this policy is to prevent the illegal use of Swale Life Broadband Services as defined in UK law or the inappropriate use or misuse of the Services on the basis of Swale Life Broadband’s own judgement and discretion.

Details can be found here.


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