1. Who We Are

Heat London is a heating and plumbing services company operating in London and surrounding areas. We are committed to protecting your privacy and complying with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

2. Information We Collect

We collect and process the following types of personal information:

• Contact Information: Name, address, telephone number, email address
• Service Information: Details about your heating system, boiler make/model, service history, emergency repair requirements
• Property Information: Property type, access requirements, preferred appointment times
• Payment Information: Billing address, payment history (payment card details are processed securely by our payment providers)
• Communication Records: Records of telephone calls, emails, and text messages for quality and training purposes
• Website Analytics: IP address, browser information, pages visited (only with your consent)

3. How We Use Your Information

We process your personal data for the following purposes:

• Service Delivery: To provide heating and plumbing services, arrange appointments, and complete emergency repairs
• Customer Communication: To contact you about appointments, service updates, and respond to enquiries
• Safety and Compliance: To maintain records for Gas Safe regulations and insurance purposes
• Business Operations: To process payments, maintain customer records, and improve our services
• Marketing: To send you information about our services (only with your consent, and you can opt out at any time)
• Legal Obligations: To comply with regulatory requirements and resolve disputes

4. Legal Basis for Processing

We process your personal data based on:

• Contract: To fulfil our service agreements and complete the work you've requested
• Consent: For marketing communications and website analytics
• Legitimate Interests: For business operations, customer service improvement, and maintaining service records
• Legal Obligation: To comply with Gas Safe requirements and industry regulations

5. Data Sharing

We may share your information with:

• Subcontractors: Qualified heating engineers and plumbers who carry out work on our behalf
• Suppliers: Parts suppliers and manufacturers for warranty claims and technical support
• Payment Processors: Secure payment services to process transactions
• Regulatory Bodies: Gas Safe Register and other relevant authorities when required by law
• Insurance Providers: For liability and indemnity insurance purposes

We never sell your personal data to third parties for marketing purposes.

6. Data Retention

We keep your personal data for:

• Service Records: 7 years for boiler installations and major works (Gas Safe requirement)
• Customer Information: 3 years after your last service for warranty and callback purposes
• Marketing Data: Until you withdraw consent or request deletion
• Financial Records: 6 years for tax and accounting purposes

7. Your Rights

Under UK GDPR, you have the right to:

• Access: Request copies of your personal data
• Rectification: Correct inaccurate or incomplete information
• Erasure: Request deletion of your data (subject to legal requirements)
• Restriction: Limit how we process your data
• Portability: Receive your data in a structured format
• Object: Opt out of marketing communications and certain processing
• Withdraw Consent: Remove consent for marketing and analytics at any time

To exercise these rights, contact us using the details below.

8. Data Security

We implement appropriate technical and organisational measures to protect your personal data, including:

• Secure storage of physical and electronic records
• Staff training on data protection and confidentiality
• Regular security reviews and updates
• Secure communication channels for sensitive information

9. Cookies and Website Analytics

Our website uses cookies to:

• Analyse website usage and improve user experience
• Remember your cookie preferences
• Provide relevant content and services

We only use analytics cookies with your explicit consent. You can withdraw consent at any time by clearing your browser cookies or contacting us.

10. Contact Us

For any questions about this privacy policy or to exercise your data protection rights, contact us:

11. Complaints

If you're not satisfied with how we handle your personal data, you can lodge a complaint with the Information Commissioner's Office (ICO):

12. Changes to This Policy

We may update this privacy policy from time to time. Any significant changes will be communicated to existing customers by email or through our website. The current version will always be available on our website.