Privacy Policy

Express Heating & Plumbing Limited Privacy Notice

Registered name: Express Heating & Plumbing Limited

Express Heating & Plumbing Limited is the controller of your personal data. For more information on controllers and their responsibilities, please refer to the Information Commissioner’s Office (ICO) guidance on UK data protection principles.

This privacy notice explains how we collect, use, store, and protect your personal information.

  • Contact details
  • What information we collect, use, and why
  • Lawful bases and your data protection rights
  • Where we get personal information from
  • How long we keep information
  • How we use Google Analytics
  • How to complain

Contact Details

What Information We Collect, Use, and Why

We collect or use the following information to provide our heating, plumbing, mechanical, and maintenance services:

  • Name
  • Address
  • Email address
  • Telephone number
  • Property address (where different)
  • Details of your enquiry or requested work
  • Appointment and service history
  • Quotations and invoices

We collect or use the following information when dealing with enquiries, complaints, or claims:

  • Name
  • Contact details
  • Records of correspondence
  • Details relating to your enquiry or complaint

Where necessary, we may also collect information required to safely carry out work at your property, including details about existing heating, plumbing, water, or mechanical systems.

Lawful Bases and Data Protection Rights

Under UK data protection law, we must have a lawful basis for collecting and using your personal information.

Your rights include:

  • Right of access – You have the right to request a copy of the personal information we hold about you.
  • Right to rectification – You may ask us to correct inaccurate or incomplete information.
  • Right to erasure – In certain circumstances, you may ask us to delete your personal information.
  • Right to restrict processing – You may request that we limit how we use your information.
  • Right to object – You may object to the processing of your personal data in certain situations.
  • Right to data portability – You may request that we transfer your information to another organisation where applicable.
  • Right to withdraw consent – Where processing is based on your consent, you may withdraw that consent at any time.

If you submit a request regarding your personal information, we will respond without undue delay and, in most cases, within one month.

Please contact us using the details above if you wish to exercise any of your rights.

Our Lawful Bases

Providing our services

We process personal information under the lawful basis of:

  • Contract – Processing is necessary to provide quotations, arrange appointments, carry out plumbing, heating, mechanical, servicing, installation, repair, or maintenance work, and to fulfil our contractual obligations.

Responding to enquiries

We process personal information under the lawful basis of:

  • Legitimate Interests – Processing your information allows us to respond to enquiries, prepare quotations, answer questions, provide customer support, and manage complaints where appropriate.

Where we rely on legitimate interests, we ensure that your rights and freedoms are not overridden by our use of your personal information.

Where We Get Personal Information From

We collect personal information:

  • Directly from you
  • Through enquiries submitted via our website
  • Through telephone or email correspondence
  • From third parties acting on your behalf, such as landlords, property managers, facilities managers, contractors, or letting agents (where appropriate)

How Long We Keep Information

We only keep personal information for as long as necessary to fulfil the purposes for which it was collected and to comply with our legal obligations.

  • Customer enquiries and quotations: We retain enquiry information for 12 months after our last communication where no work is carried out.
  • Completed work, invoices, and financial records: We retain these records for 6 years following the end of the relevant financial year to comply with UK tax and accounting requirements.
  • Service and maintenance records: Where ongoing servicing or maintenance agreements exist, we may retain relevant records for the duration of the agreement and for a reasonable period afterwards.
  • Legionella and water hygiene records: Where applicable, records may be retained for the period required by relevant legislation or industry guidance.

Once the applicable retention period expires, personal information is securely deleted or anonymised.

Cookies

Our website may use cookies to improve functionality and enhance your browsing experience.

Where required by law, non-essential cookies are only placed on your device after you have given your consent through our cookie banner.

You can manage or withdraw your cookie preferences at any time.

How to Complain

If you have any concerns about how we use your personal information, please contact us using the details provided at the top of this page.

If you remain dissatisfied after contacting us, you have the right to complain to the Information Commissioner’s Office (ICO).

Information Commissioner’s Office

Wycliffe House Water Lane Wilmslow Cheshire SK9 5AF

Telephone: 0303 123 1113

Website: https://ico.org.uk/make-a-complaint/

Last updated: 21/07/2026