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Privacy Policy

Last updated: 17/05/2026

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This Privacy Policy explains how Epsom Heating and Plumbing collects, uses, stores and protects personal information when you use our website, contact us, request a quote, book a service, or use our plumbing, heating, boiler, bathroom, kitchen or drainage services.

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We are committed to protecting your privacy and handling your personal information in accordance with UK data protection laws, including the UK GDPR and the Data Protection Act 2018.

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1. Who we are

 

Epsom Heating and Plumbing provides plumbing, heating, boiler works, bathroom, kitchen and drainage services.

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Website: www.epsomheatingandplumbing.co.uk
Email: info@epsomheatingandplumbing.co.uk
Address: 81 Burgh Heath Road, Epsom, KT17 4NN

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For the purposes of data protection law, Epsom Heating and Plumbing is usually the “controller” of personal information collected through this website, enquiries, bookings and customer communications.

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2. Personal information we collect

 

We may collect and use the following types of personal information.

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Information you provide to us

 

This may include:

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  • Your name;

  • Email address;

  • Telephone number;

  • Property address or service address;

  • Billing address;

  • Details about your plumbing, heating, boiler, bathroom, kitchen or drainage issue;

  • Photos, videos or documents you send to us;

  • Access details for your property;

  • Appointment or booking information;

  • Messages, emails, call notes or enquiry details;

  • Payment and invoice information;

  • Landlord, tenant, managing agent or insurer details where relevant;

  • Any other information you choose to provide.

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Information we collect during our services

 

When providing services, we may collect information such as:

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  • Job notes and service records;

  • Inspection findings;

  • Boiler, heating, plumbing, drainage or installation details;

  • CCTV drainage survey footage or photographs where relevant;

  • Before-and-after photos of work completed;

  • Safety information, certificates, reports or compliance records;

  • Information needed for quotes, repairs, maintenance, installations or emergency works.

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Information we collect automatically

 

When you visit our website, we may collect technical information such as:

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  • IP address;

  • Browser type and version;

  • Device type;

  • Operating system;

  • Pages visited;

  • Time and date of visit;

  • Referring website or traffic source;

  • Approximate location;

  • Website usage and analytics data;

  • Cookie and tracking information.

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Information from third parties

 

We may receive personal information from third parties such as:

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  • Landlords, tenants, managing agents or letting agents;

  • Insurers or loss adjusters;

  • Referral partners;

  • Water companies, local authorities or utility providers;

  • Payment processors;

  • Review platforms;

  • Publicly available sources;

  • Suppliers, subcontractors or specialist contractors.

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3. How we use your personal information

 

We may use your personal information to:

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  • Respond to enquiries;

  • Provide quotes, estimates and service information;

  • Book appointments and attend your property;

  • Carry out plumbing, heating, boiler, bathroom, kitchen and drainage services;

  • Diagnose faults, carry out inspections and provide recommendations;

  • Prepare reports, certificates, invoices and service records;

  • Manage customer relationships and communications;

  • Process payments and maintain accounting records;

  • Arrange access to properties;

  • Communicate with landlords, tenants, managing agents, insurers or third parties where required;

  • Order parts, materials or specialist services;

  • Handle complaints, disputes, insurance queries or warranty matters;

  • Improve our website, services and customer experience;

  • Send service updates or follow-up communications;

  • Send marketing communications where permitted;

  • Comply with legal, accounting, tax, health and safety, regulatory or insurance obligations;

  • Protect our business, website, systems and legal rights;

  • Prevent fraud, misuse or security issues.

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4. Our lawful bases for using personal information

 

Under UK data protection law, we must have a lawful basis for using your personal information. Depending on the circumstances, we may rely on the following lawful bases.

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Contract

 

We may use your information where it is necessary to provide services to you, take steps before entering into a contract, arrange appointments, provide quotes, complete work, issue invoices or communicate with you about agreed services.

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Legitimate interests

 

We may use your information where it is necessary for our legitimate business interests, provided your rights and interests do not override those interests.

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This may include responding to enquiries, maintaining customer records, managing bookings, improving our services, protecting our business, dealing with complaints, and carrying out business-to-business communications.

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Consent

 

We may rely on your consent for certain activities, such as optional cookies, marketing communications where consent is required, or use of photographs for marketing where identifiable personal information or private property details are visible.

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You can withdraw consent at any time.

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Legal obligation

 

We may use your information where required to comply with legal obligations, such as tax, accounting, health and safety, gas safety, building regulation, regulatory, fraud prevention or record-keeping requirements.

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5. Marketing communications

 

We may send you marketing communications about our services where you have consented to receive them or where we are otherwise permitted to do so by law.

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You can opt out of marketing emails at any time by clicking the unsubscribe link in our emails, where available, or by contacting us directly at info@epsomheatingandplumbing.co.uk.

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We will not sell your personal information to third parties for marketing purposes.

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6. Cookies and tracking technologies

Our website may use cookies and similar technologies to make the website work, improve performance, understand how visitors use the site, and support marketing activity.

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Cookies may include:

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  • Strictly necessary cookies;

  • Analytics cookies;

  • Performance cookies;

  • Advertising or targeting cookies;

  • Social media or embedded content cookies.

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Where required by law, we will ask for your consent before placing non-essential cookies on your device.

For more information, please see our Cookie Policy.

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7. Sharing your personal information

 

We may share your personal information with trusted third parties where necessary, including:

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  • Payment processors;

  • Accountants, bookkeepers and professional advisers;

  • Website hosting providers;

  • Email and communication providers;

  • IT and security providers;

  • Suppliers of parts, materials or equipment;

  • Subcontractors or specialist contractors who help us provide services;

  • Landlords, tenants, managing agents or letting agents where relevant;

  • Insurers, loss adjusters or warranty providers;

  • Water companies, utility providers or local authorities;

  • Gas Safe Register, building control or regulatory bodies where applicable;

  • Review platforms where you choose to leave a review;

  • Legal, regulatory or government authorities where required.

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We only share personal information where there is a valid reason to do so and, where required, appropriate protections are in place.

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8. International transfers

 

Some of the third-party tools and service providers we use may process personal information outside the UK.

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Where personal information is transferred outside the UK, we will take appropriate steps to ensure it is protected in line with UK data protection law. This may include using adequacy regulations, standard contractual clauses, the UK International Data Transfer Agreement, or other legally approved safeguards.

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9. How long we keep your personal information

 

We will only keep your personal information for as long as reasonably necessary for the purposes described in this Privacy Policy.

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Retention periods may depend on the type of information and why we collected it.

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As a guide:

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  • Enquiry information may be kept for up to 24 months after your last contact with us;

  • Customer and job records may be kept for the duration of the customer relationship and up to 6 years afterwards;

  • Invoices, accounting and tax records may be kept for at least 6 years;

  • Gas safety, compliance, installation, warranty or service records may be kept for as long as reasonably required for legal, regulatory, insurance or warranty purposes;

  • Marketing contact records may be kept until you unsubscribe or ask us to delete them;

  • Website analytics data may be kept according to the settings of the relevant analytics provider.

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We may keep information for longer where required by law, to resolve disputes, enforce agreements, respond to complaints, support warranties, or protect our legal rights.

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10. How we protect your personal information

 

We take appropriate technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

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These measures may include:​

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  • Password protection;

  • Access controls;

  • Secure cloud services;

  • Data minimisation;

  • Staff or contractor confidentiality obligations;

  • Secure communication tools;

  • Backups and security monitoring;

  • Limiting access to personal information where possible.

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However, no website, email system or online service can be guaranteed to be completely secure.

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11. Your data protection rights

 

Depending on the circumstances, you may have the right to:

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  • Request access to your personal information;

  • Request correction of inaccurate or incomplete information;

  • Request deletion of your personal information;

  • Request restriction of processing;

  • Object to processing;

  • Request data portability;

  • Withdraw consent where processing is based on consent;

  • Complain to the Information Commissioner’s Office.

  • To exercise your rights, please contact us at info@epsomheatingandplumbing.co.uk.

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We may need to verify your identity before responding to a request.

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12. Complaints

 

If you are unhappy with how we handle your personal information, please contact us first so we can try to resolve the issue.

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You also have the right to complain to the UK Information Commissioner’s Office.

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Information Commissioner’s Office


Website: https://ico.org.uk
Telephone: 0303 123 1113

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13. Third-party websites

 

Our website may contain links to third-party websites, platforms or services.

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We are not responsible for the privacy practices, content or security of third-party websites. You should read their privacy policies before providing personal information to them.

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14. Children’s privacy

 

Our website and services are not intended for children under the age of 13.

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We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us and we will take appropriate steps to delete it.

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15. Changes to this Privacy Policy

 

We may update this Privacy Policy from time to time.

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The latest version will be posted on our website with the updated date. Any changes will take effect when published unless stated otherwise.

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16. Contact us

 

If you have any questions about this Privacy Policy or how we handle personal information, please contact us:

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Epsom Heating and Plumbing
Website: www.epsomheatingandplumbing.co.uk
Email: info@epsomheatingandplumbing.co.uk
Address: 81 Burgh Heath Road, Epsom, KT17 4NN

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