Privacy Policy

Effective Date: July 2026 | Last Updated: July 2026

1. Introduction
2. Who We Are
3. Information We Collect
4. How We Collect Your Information
5. How We Use Your Information
6. Our Lawful Basis for Processing
7. Marketing
8. Cookies
9. Who We Share Information With
10. International Transfers
11. Data Retention
12. Your Rights
13. Automated Decision Making
14. Children’s Privacy
15. Website Security
16. Third-Party Websites
17. Changes to this Policy
18. Complaints

1. Introduction

Hereford Heating Ltd (“we”, “our”, “us”) is committed to protecting your privacy and handling your personal information responsibly.

This Privacy Policy explains how we collect, use, store and protect your personal data when you:

Visit our website
Contact us by telephone, email or online forms
Request a quotation
Become a customer
Use any of our services

We process your personal information in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations (PECR).

2. Who We Are

Data Controller

Watershed,
Wye Street,
Hereford,
HR2 7RB

Telephone: 01432 264477
Email: info@herefordheating.co.uk

If you have any questions about this Privacy Policy or your personal information, please contact us using the details above.

3. Information We Collect

Depending on how you interact with us, we may collect the following information.

Identity Information

Name
Title

Contact Information

Address
Email address
Telephone numbers

Service Information

Property address
Boiler and heating system information
Appointment history
Service records
Installation details
Photographs taken during works where necessary

Financial Information

Where applicable:

Payment information
Invoice details
Transaction history

We do not store full payment card details.

Technical Information

When you visit our website we may automatically collect:

IP address
Browser type and version
Operating system
Device type
Date and time of visits
Pages viewed
Website usage statistics

Communications

We keep records of:

Emails
Telephone calls (all calls are recorded for training, quality assurance, security, and monitoring purposes to help us improve our service)
Website enquiries
Complaints
Customer feedback

4. How We Collect Your Information

We collect information when you:

Contact us directly
Request a quotation
Book a service
Complete forms on our website
Call or email us
Use our website
Leave reviews or feedback
Interact with our social media pages

We may also receive information from:

Landlords
Housing associations
Property management companies
Insurance providers
Contractors acting on your behalf
Publicly available sources where appropriate

5. How We Use Your Information

We use your information to:

Provide quotations
Book appointments
Carry out servicing, repairs and installations
Process payments
Produce invoices
Communicate regarding appointments
Respond to enquiries
Manage complaints
Improve our services
Maintain health and safety records
Meet legal and regulatory obligations
Detect fraud and protect our business
Send marketing communications where you have consented or where permitted by law

6. Our Lawful Basis for Processing

Under UK GDPR we rely on one or more of the following lawful bases:

Contract
To provide our services and fulfil our contractual obligations.

Legal Obligation
Where we are legally required to retain records or comply with applicable legislation.

Legitimate Interests
For the effective operation of our business, including:

Customer service
Business administration
Fraud prevention
Website security
Improving our services

We always balance these interests against your rights.

Consent
Where required, including:

Marketing emails
Non-essential cookies

You may withdraw your consent at any time.

7. Marketing

If you have agreed to receive marketing communications, we may occasionally send information about:

Boiler servicing
Heating offers
Seasonal promotions
Company news

You can opt out at any time by:

Clicking the unsubscribe link in emails
Contacting us directly

We will never sell your personal information to marketing companies.

8. Cookies

Our website uses cookies to improve your browsing experience. We use analytics and advertising technologies, including Google Analytics and Google Ads, to understand how visitors use our website, measure advertising effectiveness and improve our marketing activities. These services may collect information such as your IP address, device information and browsing behaviour. These technologies are only activated where consent has been provided through our cookie management platform.

These may include:

Essential cookies
Performance and analytics cookies
Functional cookies
Marketing cookies (where applicable)

Non-essential cookies are only used where you have given your consent through our cookie banner.

You can change your cookie preferences at any time via your browser settings or our cookie management tool.

Type: Analytics.
Provider(s): Google Analytics
Purpose: Understand website usage and performance

Type: Marketing
Provider(s) Google Ads / Meta Ads
Purpose: Measure advertising performance

We only share personal information where necessary. Recipients may include:

Payment providers
Website hosting providers
IT support providers
Software providers
Accountants
Professional advisers
Regulatory authorities
Law enforcement agencies where legally required
Housing associations or property management companies where they instruct our work

All third parties are required to protect your personal information.

10. International Transfers

We generally store your personal information within the United Kingdom. Where information is processed outside the UK, we ensure appropriate safeguards are in place in accordance with UK GDPR.

11. Data Retention

We retain personal information only for as long as necessary. Typical retention periods are:

Information	Retention Period
Customer service records	6 years after completion
Financial records	6 years
Warranty information	Duration of warranty plus 6 years
Website enquiries	12 months
Marketing information	Until consent is withdrawn
Website analytics	Up to 26 months

Where required by law, records may be retained for longer.

12. Your Rights

Under UK GDPR you have the right to:

Access your personal information
Request correction of inaccurate data
Request deletion of your data where appropriate
Restrict processing
Object to processing
Request transfer of your data (data portability)
Withdraw consent where processing relies on consent
Request a review of automated decision-making (where applicable)

We aim to respond to requests within one month.

13. Automated Decision Making

We do not use automated decision-making or profiling that produces legal or similarly significant effects.

14. Children’s Privacy

Our services are intended for adults. We do not knowingly collect personal information from children under the age of 13 through our website.

15. Website Security

We use appropriate technical and organisational measures to safeguard personal information, including:

Secure website hosting
Encryption where appropriate
Password protection
Access controls
Regular software updates

Although we take reasonable steps to protect information, no online transmission can ever be guaranteed completely secure.

16. Third-Party Websites

Our website may contain links to external websites. We are not responsible for the privacy practices of other organisations, and you should read their privacy policies separately.

17. Changes to this Policy

We may update this Privacy Policy from time to time. The latest version will always be published on this website together with the revision date.

18. Complaints

If you have concerns about how we use your personal information, please contact us first so we can try to resolve the issue.

You also 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: www.ico.org.uk

Contact Us