Last updated: January 2025

1. Data Controller Information

2. Information We Collect

2.1 Personal Information You Provide

• Contact Details: Name, email address, phone number, postal address
• Service Information: Property details, service requirements, appointment preferences
• Payment Information: Billing address, payment method details (processed securely by third-party providers)
• Communication Records: Emails, phone calls, chat messages, service feedback
• Emergency Contact Information: For emergency call-out services

2.2 Information Collected Automatically

• Website Usage: IP address, browser type, pages visited, time spent on site
• Device Information: Device type, operating system, screen resolution
• Location Data: General location for service area determination (with consent)
• Cookies and Tracking: See our Cookie Policy for detailed information

2.3 Information from Third Parties

• Referrals: Contact information from referral partners or existing customers
• Credit Checks: Financial information for large installations (with consent)
• Certification Bodies: Gas Safe, MCS, and other regulatory information

3. How We Use Your Information

3.1 Service Delivery

• Providing quotes and estimates for requested services
• Scheduling and conducting installations, repairs, and maintenance
• Processing payments and managing billing
• Providing customer support and after-sales service
• Managing warranty claims and service guarantees

3.2 Communication

• Responding to inquiries and service requests
• Sending appointment confirmations and reminders
• Providing service updates and completion notifications
• Sending important safety or regulatory information
• Marketing communications (with consent)

3.3 Business Operations

• Improving our services and customer experience
• Training staff and quality assurance
• Compliance with legal and regulatory requirements
• Fraud prevention and security
• Business analysis and planning

3.4 Legal Compliance

• Gas Safe registration and compliance reporting
• Building regulations compliance
• Health and safety record keeping
• Tax and accounting requirements
• Insurance and liability documentation

4. Legal Basis for Processing

5. How We Share Your Information

5.1 Service Providers

• Payment Processors: Secure payment handling (Stripe, PayPal, etc.)
• Cloud Services: Data storage and backup providers
• Communication Tools: Email and SMS service providers
• Scheduling Software: Appointment management systems
• Accounting Services: Bookkeeping and tax preparation

5.2 Regulatory Bodies

• Gas Safe Register: Engineer certification and compliance
• MCS (Microgeneration Certification Scheme): Solar panel installations
• Local Authorities: Building regulations compliance
• HMRC: Tax and VAT reporting

5.3 Legal Requirements

• Court orders and legal proceedings
• Law enforcement requests
• Health and safety investigations
• Insurance claims and investigations

5.4 Business Transfers

In the event of a merger, acquisition, or sale of business assets, your personal data may be transferred to the new owner, subject to the same privacy protections.

6. Data Retention

7. Your Data Protection Rights

Under UK GDPR, you have the following rights:

8. Data Security

8.1 Technical Measures

• SSL/TLS encryption for data transmission
• Encrypted data storage and backups
• Regular security updates and patches
• Firewall and intrusion detection systems
• Multi-factor authentication for staff access

8.2 Organizational Measures

• Staff training on data protection
• Access controls and need-to-know basis
• Regular security audits and assessments
• Incident response procedures
• Secure disposal of data and equipment

8.3 Data Breach Notification

In the event of a data breach that poses a risk to your rights and freedoms, we will notify the ICO within 72 hours and inform affected individuals without undue delay.

9. International Data Transfers

We primarily process data within the UK. When we use service providers outside the UK/EEA, we ensure adequate protection through:

• Adequacy decisions by the UK government
• Standard Contractual Clauses (SCCs)
• Certification schemes and codes of conduct
• Binding corporate rules where applicable

10. Cookies and Online Tracking

Our website uses cookies and similar technologies to improve your experience. For detailed information about our use of cookies, please see our Cookie Policy.

10.1 Types of Cookies We Use

• Essential Cookies: Required for website functionality
• Analytics Cookies: Help us understand website usage
• Marketing Cookies: Used for targeted advertising (with consent)
• Preference Cookies: Remember your settings and preferences

11. Children's Privacy

Our services are not directed at children under 16. We do not knowingly collect personal information from children under 16. If you are a parent or guardian and believe your child has provided us with personal information, please contact us immediately.

12. Marketing Communications

12.1 Consent

• We only send marketing emails with your explicit consent
• You can withdraw consent at any time
• Existing customers may receive service-related communications

12.2 Unsubscribing

• Click the unsubscribe link in any marketing email
• Email us at [email protected]
• Call us during business hours
• Write to our registered address

13. Complaints and Concerns

If you have concerns about how we handle your personal data:

1. Contact Us First: Email [email protected] or write to our registered address
2. ICO Complaint: If unsatisfied, you can complain to the Information Commissioner's Office

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. We will:

• Post the updated policy on our website
• Update the "Last updated" date
• Notify you of significant changes via email or website notice
• Obtain new consent where required by law

15. Contact Information

For any questions about this Privacy Policy or our data practices, please contact us: