Privacy Policy

Last reviewed: 3 November 2026

How GV Heating and Plumbing handles personal information when you contact us, use our website or arrange work.

Who we are and how to contact us

GV Heating and Plumbing is responsible for deciding how personal information is used in connection with our website, enquiries and heating and plumbing services. This notice explains our use of information about customers, prospective customers, landlords, tenants, property contacts and website visitors.

Website: gvheatingandplumbing.co.uk
Privacy enquiries: gvcentralheating@gmail.com
Telephone: 07525 534 412
Postal correspondence: 53 Carnaby Road, Broxbourne, Hertfordshire, EN10 7EQ.

You can contact us about this notice or exercise your data-protection rights using these details. Please put “Privacy enquiry” in the subject of an email so we can direct it appropriately.

The information we collect

Depending on your interaction with us, we collect contact details such as your name, email address, telephone number, service address and billing address; information about your enquiry, property, boiler or other equipment; access and appointment arrangements; and correspondence about estimates, bookings, work, invoices, warranties, feedback or complaints.

Our enquiry form asks for your first and last name, phone/mobile number, email address and message. You may also provide information by telephone, email, WhatsApp or the website chat service. We do not record telephone calls.

We may receive relevant property and access information from a landlord, tenant, managing agent or another person arranging work on your behalf. If you supply another person’s details, provide only what is needed and let them know that this notice is available.

Website systems and service providers may process technical information such as your IP address, browser/device information, pages requested, access times, security events and cookie preferences. Third-party features are described below. Please avoid sending payment-card numbers, passwords, unnecessary health information or other sensitive details through our enquiry form or chat.

Why we use information and our lawful bases

Enquiries, estimates and booked work: we use relevant contact, property and job details to respond, assess requirements, arrange access, prepare estimates and provide the services you request. Our basis is taking steps at your request before a contract or performing that contract. Where you are a tenant, employee or other property contact rather than the contracting customer, we normally rely on legitimate interests in organising and delivering the work.

Business records and legal duties: we use information to administer invoices, payments, tax/accounting records and any applicable safety or statutory notifications. We rely on legal obligations where a specific duty applies, and on legitimate interests for necessary administration, warranty support, insurance matters and the establishment or defence of claims.

Security and service improvement: we use proportionate technical records, correspondence and feedback to protect the website, prevent spam or misuse, resolve problems and improve our service. Our basis is legitimate interests in operating a reliable and secure business. Optional cookie-based processing is subject to the consent rules that apply to that technology.

Promotional emails: we rely on consent, or the limited existing-customer exception under the Privacy and Electronic Communications Regulations where its conditions are met. The marketing choices below explain how you can opt out.

When we rely on legitimate interests, we consider the purpose of the use, whether the information is necessary and the effect on your interests and rights. Providing details needed to assess or carry out work is voluntary, but without sufficient contact, property or access information we may be unable to respond properly or provide the requested service.

Marketing emails and review requests

We send promotional emails to existing customers about our heating and plumbing services. These messages require your consent or a valid existing-customer exception. That exception is limited to our own similar services and requires an opportunity to opt out when details are collected and in subsequent messages. An enquiry-form acknowledgement or a visit to our website is not, by itself, a marketing subscription.

You can stop promotional emails using the unsubscribe option in the message or by emailing us. We may retain a minimal suppression record to make sure we respect your choice. Opting out of marketing does not prevent us from sending necessary messages about an enquiry, appointment, invoice or existing work.

We may ask for feedback or invite you to leave a review after using our services. Participation is optional. Service-feedback requests are separate from promotional subscriptions; if a message also promotes services, the relevant marketing rules apply. Reviews submitted to Google are governed by Google’s own privacy settings and may display your chosen public name, profile photo and review text.

Before-and-after job photographs

We take photographs to document work and show before-and-after results. Images kept with a job record may be personal information if they can be connected to a customer or property. We use necessary job photographs to deliver and document the work, provide aftercare and deal with queries or claims, relying on the contract or our legitimate interests as appropriate.

For marketing, we use project photographs without revealing customer information. We avoid names, addresses, faces, documents and other identifying details. If an identifiable image is proposed for publicity, we seek separate permission for that use. Please contact us if you believe a published image identifies you or includes information that should be removed.

Who receives information

We disclose relevant information only where there is a valid purpose and lawful basis. Recipients may include the people carrying out or coordinating the agreed work; manufacturers, suppliers or registration bodies where needed for products, warranties or required notifications; and accountants, insurers, professional advisers, regulators or authorities where necessary for their functions.

Website hosting, maintenance, email, form storage, communications and other business-system providers process information needed to operate those services. Where a provider acts on our instructions, appropriate data-processing terms are required. Providers that determine their own purposes, such as some communication or review platforms, also explain their processing in their own privacy notices.

We do not treat a privacy notice as blanket permission to pass information to anyone. The purpose of the service, the recipient’s role and the amount of information needed determine what is shared.

Forms, chat, WhatsApp, maps and reviews

Enquiry forms: the website uses WordPress and Fluent Forms to collect and manage enquiries. Form information is processed through our website and email systems so we can respond. Security and anti-spam features may process technical or submission information to distinguish genuine enquiries from automated abuse.

Website chat: the site includes an externally provided chat tool using HumanBot-related infrastructure. Using it can involve processing your messages, contact details you enter and technical/session information by the chat provider. The tool may provide automated replies. You can contact us directly by phone or email if you prefer not to use it or want a person to respond.

WhatsApp: choosing the WhatsApp contact feature opens a service provided by WhatsApp/Meta. Your messages, account information and technical data are handled under the WhatsApp privacy policy as well as our handling of the enquiry. The website’s WhatsApp link also uses a first-party click-tracking function.

Maps and reviews: some pages include Google Maps and the homepage displays public Google reviews through Trustindex. Loading or interacting with these features may disclose information such as your IP address, browser information and interaction data to their providers and may involve cookies or similar technologies. See the Google privacy policy and Trustindex privacy policy for their own processing.

Links to Facebook, Instagram, TikTok and other external sites take you to services with their own privacy notices. You can use our telephone or email contact details instead of optional third-party communication features.

Cookies and your choices

Cookies and similar technologies can support consent preferences, security and website features. Our website provides a CookieYes consent interface. Use the “Consent Preferences” control to revisit the choices available, or use your browser controls to manage stored cookies. Blocking necessary technologies can affect how parts of the site work.

Optional technologies that require consent must not be treated as accepted simply because you continue browsing. Consent can be withdrawn through the available controls. Where an embedded feature is not used, you can still contact us directly about our services. A cookie-category label does not mean every technology in that category is in use.

How long we keep information

We keep personal information only for as long as it is needed for the purpose for which it was collected, including applicable legal obligations. We do not keep all customer information indefinitely simply because a longer period might be possible.

Enquiries and estimates: for the time needed to respond, follow up and close the request. If work proceeds, relevant information becomes part of the job record. Information needed for an unresolved complaint or claim may be kept longer for that purpose.

Job, service, warranty and photograph records: for the time needed to administer and evidence the work, provide aftercare, meet applicable safety/record-keeping obligations and deal with relevant insurance or legal claims. The type of work, warranty period and applicable claim/record requirements determine the period.

Accounting and tax records: for the statutory period applicable to the business. UK limited-company accounting records are generally retained for six years from the end of the financial year they concern, with longer periods where the law requires them.

Marketing, preferences and technical records: marketing details are retained while there is a valid basis to use them; a minimal opt-out record may be kept to respect an unsubscribe request. Technical and security records are kept for the period needed to operate, protect or investigate problems with the relevant service. Backup copies follow the relevant backup cycle and any necessary legal preservation requirements. Contact us for information about the period applicable to a particular record.

Security and international processing

We use organisational and technical measures appropriate to the information and the risk, including limiting access to people and service providers who need it for their role. No internet service can be guaranteed completely secure; please avoid including unnecessary sensitive information in messages or photographs.

Some communications and embedded-service providers may process information outside the United Kingdom. Where we are responsible for a restricted international transfer, a lawful transfer mechanism is required, such as UK adequacy regulations or appropriate contractual safeguards, together with any assessment required by law. Contact us for information about the relevant provider, location and safeguards for a particular service.

Your data-protection rights

Depending on the circumstances and the lawful basis, you can ask to access your information, correct inaccurate or incomplete details, have information erased, restrict its use, receive or transfer information in a portable form, or object to processing based on legitimate interests. You can object to direct marketing at any time and withdraw consent where our processing relies on it.

These rights have conditions and exceptions. For example, we may need to keep information required for tax records or legal claims even after an erasure request. Withdrawing consent does not make earlier lawful processing unlawful. We may ask for proportionate information to verify your identity before responding.

Contact us using the details at the beginning of this notice. We normally respond within one month, subject to extensions or other timing rules allowed by law. Requests are normally free; if an exception applies, we will explain it.

Questions, complaints and updates

Please contact us first if you have a concern so we can investigate and try to resolve it. You also have the right to complain to the UK Information Commissioner’s Office through ico.org.uk/make-a-complaint.

We may update this notice when our services, systems or legal requirements change. The review date will be updated, and material changes will be brought to your attention where appropriate. This notice explains how information is handled; it does not ask you to waive your rights or give blanket consent to every use of data.