Last updated: [DATE]
Emergency Boiler Repair London (“we”, “us”, “our”) operates the website emergencyboilerrepairlondon.uk. This policy explains what personal data we collect, why we collect it, who we share it with and the rights you have over it. We are committed to handling your data lawfully, transparently and only for the purposes described here, in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
Emergency Boiler Repair London is a trading name of [LEGAL ENTITY NAME], a company registered in England and Wales under company number [NUMBER], with its registered office at [ADDRESS]. We operate as an introduction service: we connect customers with vetted, independent, Gas Safe registered engineers who carry out the work. For the purposes of data protection law, [LEGAL ENTITY NAME] is the data controller for the information described in this policy. You can contact us about anything in this policy at [EMAIL] or by post at the address above.
Information you give us. When you call us, request a callback, complete our booking form or email us, we collect the details you provide: typically your name, phone number, email address, property postcode and address, a description of your boiler or heating issue, and, for landlords, tenant contact details you supply for access arrangements. If you provide tenant details, you are responsible for ensuring the tenant knows their details will be passed to us and to the attending engineer for the purpose of arranging the visit.
Call recordings and tracking. Calls to our phone numbers may be recorded and are routed through a call-tracking service so we can measure which pages generate enquiries, verify bookings and train our team. You will be informed at the start of a recorded call.
Information collected automatically. Like most websites, we collect technical data when you browse: IP address, browser type, device information, pages visited and how you reached the site. This is gathered through cookies and similar technologies, described in the Cookies section below.
We do not knowingly collect data from anyone under 18, and we do not collect special category data. Please do not include sensitive personal information in enquiry messages.
We use your data to: respond to your enquiry and arrange the service you have requested (legal basis: taking steps at your request before entering a contract); pass your enquiry to an appropriate Gas Safe registered engineer in our network so they can contact you and carry out the work (legitimate interests and pre-contractual steps); send booking confirmations, appointment reminders and, where you have used our services, annual service or certificate renewal reminders (legitimate interests, and you may opt out at any time); keep records of jobs, certificates and guarantees (legal obligation and legitimate interests); improve our website and measure marketing performance (legitimate interests, based on aggregated and technical data); and comply with legal obligations, including gas safety record-keeping requirements. We do not sell your personal data, and we do not use it for third-party advertising.
Because we are an introduction service, fulfilling your request requires sharing your enquiry details (name, contact number, address and issue description) with the independent Gas Safe registered engineer or firm assigned to your job. Engineers in our network are contractually required to use your details only for performing the work and to handle them in line with data protection law. We also share data with service providers who support our operations: website hosting, form and email providers, our call-tracking and telephony provider, and analytics services. These providers act as processors on our instructions. We may disclose data where required by law, regulation or court order, or to protect our legal rights. Where any provider processes data outside the UK, we ensure appropriate safeguards recognised under UK GDPR are in place.
Enquiry data that does not lead to a booking is kept for up to [12] months, then deleted. Records of completed jobs, certificates and guarantees are kept for [6] years, reflecting guarantee periods, gas safety record rules and limitation periods for legal claims. Call recordings are retained for up to [6] months. Analytics data is retained in aggregated form.
Our website uses a small number of cookies: essential cookies needed for the site to function, and analytics cookies that help us understand how visitors use the site. Analytics and any non-essential cookies are only set with your consent, which you can give or withdraw through the cookie banner. You can also control cookies through your browser settings; blocking essential cookies may affect how the site works.
Under UK GDPR you have the right to: access a copy of the personal data we hold about you; have inaccurate data corrected; have your data erased where there is no lawful reason for us to keep it; restrict or object to certain processing, including direct marketing at any time; and receive your data in a portable format where processing is based on consent or contract. To exercise any right, contact us at [EMAIL]. We will respond within one month. You will not be charged for a reasonable request.
If you are unhappy with how we have handled your data, please contact us first and we will do our best to resolve it. You also have the right to complain to the Information Commissioner’s Office (ICO) at ico.org.uk or on 0303 123 1113.
We may update this policy from time to time. The date at the top shows the current version, and material changes will be highlighted on this page.
