Privacy Policy

2. The information we collect

When you contact us or ask for a quote

Your name, email address, telephone number, the address of the property, and whatever you tell us about the problem or the work you want done. This comes in through our website contact form, by email, by telephone or through WhatsApp.

When you book an appointment

The details above, plus the date and time slot, access arrangements and any notes you give us about the property, such as where the stopcock is or whether there is a dog on site.

When you become a customer

Billing and site addresses, order and invoice history, details of the appliances and systems we work on, engineer notes, and before and after photographs of the work. If you take out a maintenance subscription we also hold the payment schedule and its status.

Payment information

Card payments are handled by Stripe and direct debits by GoCardless. We do not see or store your full card number. We hold a record that a payment was made, for how much and against which job.

Gas and compliance records

Where we carry out gas work we record appliance details, test readings, safety outcomes and the details required on a Gas Safety Record. Some of this we are required by law to keep and to make available to the relevant authorities.

Telephone calls

We record telephone calls to and from our office, and hold a log of the number, time and duration of each call. Section 4 explains this in full.

If you create an account on our website

Your username, email address, password (stored encrypted, never in readable form), and your order and appointment history.

Technical information from our website

Your IP address, browser type and the pages you visit, held in our server and security logs. This is used to keep the site running and to stop attacks, not to build a profile of you.

3. Why we use it, and our legal basis

Data protection law requires us to have a valid reason for using your information. Ours are set out below.

Where we rely on legitimate interests, we have considered whether it is fair to you. You can object at any time, and we explain how in section 11.

4. Recorded telephone calls

We record telephone calls to and from our office. We tell you at the start of the call, before the conversation begins, so you know before you speak.

Why we record

• To make sure the details of your job are captured accurately, including addresses, access arrangements and what you have asked us to do
• To train our team and keep the quality of our service consistent
• To resolve any later disagreement about what was agreed, quoted or arranged

What this means for you

Recordings are stored securely and only members of our team who need them can listen to them. We do not use recordings for marketing and we do not share them with anyone outside PH247 unless we are legally required to.

If you would rather not be recorded, tell us at the start of the call and we will offer you another way to deal with your enquiry, such as email or our website contact form. You can also ask for a copy of a recording of your own call, or ask us to delete it, and section 11 explains how.

5. Cookies and our website

Cookies are small files stored on your device by a website. Ours fall into a small number of groups.

Strictly necessary

These make the site work. They keep you logged in, remember what is in your basket, and let our security checks tell a real visitor from an automated attack. The site will not function properly without them, so they are set without asking.

Preferences

These remember your cookie choices so you are not asked on every page.

Embedded content

Some pages include videos hosted by YouTube. If you play one, Google may set its own cookies. That is under Google's control rather than ours, and their privacy policy applies.

We do not run advertising trackers or analytics profiling on this website. There is no Google Analytics tag, no Google Tag Manager container, no Meta pixel and no session recording. We say this because it is true today, and if it changes we will update this notice and ask for your consent first.

You can change your cookie choices at any time through the cookie settings link on our website, or by clearing cookies in your browser.

6. Who we share it with

We do not sell your information and we never will. We do share it with the suppliers who help us run the business. Each of them is only allowed to use it to do the job we have asked them to do.

We will also share information where the law requires it, for example with the Gas Safe Register, HMRC, or a court or regulator.

7. Sending information outside the UK

Some of the suppliers listed above are based outside the United Kingdom, or store information on servers outside it. Where that happens we make sure the transfer is covered by one of the protections that data protection law allows, such as UK adequacy regulations for the country concerned, or the UK International Data Transfer Agreement or Addendum with the supplier.

If you would like more detail on a particular supplier, contact us and we will explain the arrangement.

8. How long we keep it

When a retention period ends we delete the information or make it anonymous so it can no longer identify you.

Because we guarantee our workmanship for the life of the installation, job records are kept for as long as that guarantee could be called on. Keeping them is what allows us to honour it.

9. How we keep it safe

We take security seriously and review it regularly. Our measures include encrypted connections across the whole website, a firewall that only accepts traffic through our security provider, protection against automated login attacks, controls on who inside the business can see what, and regular backups held securely.

No system is perfect. If something does go wrong and there is a risk to you, we will tell you and the Information Commissioner's Office where the law requires it.

10. Marketing and opting out

If you have asked to hear from us, or you are already a customer, we may email you about our services, offers and useful advice. Every email we send has an unsubscribe link at the bottom, and it works immediately.

You can also email [email protected] or call us and ask to be taken off the list. Opting out of marketing does not affect messages we need to send you about a job you have booked, such as an appointment confirmation or an invoice.

11. Your rights

You have the following rights over the information we hold about you.

• See it. Ask for a copy of the information we hold about you, including any recording of a call you were on.
• Correct it. Ask us to fix anything that is wrong or incomplete.
• Delete it. Ask us to erase it, where we do not have a legal reason to keep it.
• Restrict it. Ask us to pause using it while a question about it is sorted out.
• Object. Object to us using it where we rely on legitimate interests, including call recording, and object to marketing at any time.
• Move it. Ask for it in a portable format, or ask us to send it to someone else.
• Withdraw consent. Where we rely on your consent, take it back at any time.

To use any of these, email [email protected]. It is free, and we will reply within one month. We may ask you to confirm who you are first, so that we do not hand your information to someone else.

Some of these rights have limits. For example, we cannot delete a gas safety record we are required by law to keep. If we cannot do what you have asked, we will explain why.

12. Children

Our services are aimed at adults and we do not knowingly collect information about children. If a child's details reach us as part of a job, for example on a tenancy record, we treat them with the same care as everything else.

13. Other websites

Our site links out to other organisations, such as manufacturers and trade bodies. This notice does not cover those sites. When you follow a link, read their privacy notice.

14. Changes to this notice

We update this notice when what we do changes. The date at the top of the page tells you when it was last revised. If a change materially affects you, we will bring it to your attention rather than relying on you to spot it.

15. Contact us and complaints

For anything to do with your information, contact us first. We would rather hear from you and put something right than have you go elsewhere.

If you are not happy with how we have handled things, you can complain to the Information Commissioner's Office, the UK regulator for data protection.

You can go to the ICO without contacting us first, but we would appreciate the chance to help.