Privacy policy

This policy explains how Phoenix Plumbing & Heating Solutions Ltd ("Phoenix", "we", "us") collects and uses personal data when you use this website, contact us or book our services. We are the data controller for this information. We are registered in England and Wales, company number 12538473, with our registered office at 8A Hollingworth Court, Turkey Mill, Ashford Road, Maidstone ME14 5PP.

What we collect

• Details you give us: your name, phone number, email address, property address, and the details of the job you describe in our enquiry form, by phone, by email or on social media.
• Job and account records: quotes, appointments, invoices, gas safety and service records, and payment status. We do not store full card numbers on this website.
• Website data: your IP address, browser and device type, and the pages you visit. Analytics and marketing data is only collected if you accept those cookies. See our cookie policy, or change your cookie settings at any time.

Why we use it and our lawful basis

• To reply to enquiries, give quotes and carry out work (contract, or steps you ask us to take before a contract).
• To keep gas safety, servicing and warranty records (legal obligation, and our legitimate interest in supporting warranties you rely on).
• To send service reminders (legitimate interest; you can opt out at any time).
• To send marketing emails or texts (consent only; you can withdraw it at any time).
• To measure and improve our website and adverts (consent, given through the cookie banner).
• To keep our accounts and meet tax rules (legal obligation).

Who we share it with

We never sell your data. We share it only with trusted processors who help us run the business, under written agreements that require them to keep it safe:

• Wix.com: website hosting, our content management system and the enquiry form, which stores your submission.
• Google: Google Analytics and Google Ads (only with your consent), and our Google Business Profile.
• Meta: the Meta Pixel for Facebook and Instagram adverts (only with your consent).
• Microsoft: Microsoft Clarity, which records anonymised page interactions to help us improve the website (only with your consent).
• Our email, accounting and job management providers, and our accountants.
• Manufacturers and scheme bodies, for example to register a boiler warranty or notify Gas Safe Register of an installation, as the law or your warranty requires.

We may also share data where required by law, or to protect our rights, property or safety.

International transfers

Some of these providers process data outside the UK, including in the United States. Where they do, the transfer is covered by UK adequacy regulations (such as the UK Extension to the EU-US Data Privacy Framework) or by the ICO's International Data Transfer Agreement or Addendum.

How long we keep it

• Enquiries that do not become jobs: up to 12 months.
• Customer, job and invoice records: 6 years after the last job, for tax and warranty purposes.
• Gas safety records: at least as long as the law requires.
• Analytics data: up to 14 months.

Your rights

Under UK GDPR you can ask to access, correct or delete your data, restrict or object to how we use it, ask for a copy to move elsewhere, and withdraw consent at any time. To do any of these, contact us using the details below. We will reply within one month.

If you are unhappy with how we have handled your data, you can complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113. We would be grateful for the chance to put things right first.

Keeping it secure

This website runs over HTTPS, access to our systems is limited to staff who need it, and our providers use industry-standard security. No system is completely secure, but we work hard to protect your data.

Changes to this policy

We may update this policy from time to time. The date at the top shows when it last changed.

Contact us

Phoenix Plumbing & Heating Solutions Ltd
8A Hollingworth Court, Turkey Mill, Ashford Road, Maidstone ME14 5PP
Tel: 01622 585169
Email: office@phoenixphsolutions.co.uk