Privacy, cookies and business information

Who is responsible for your information

Pro Heating and Plumbing Solutions Ltd is the data controller for the information described on this page. The business is registered in England and Wales under company number 13972629, with its registered office at 141 Coombe Way, Plymouth, PL5 2HA.

For anything to do with privacy, contact Dale Thompson using the details on the contact page or by emailing info@prohps.uk.

What this website collects

There is one place where you can give us information: the enquiry form on the contact page. If you use it, the site stores the details you type in — your name, a telephone number or email address, your postcode, the service you are asking about, your description of the job, and an optional preferred appointment date. Those details are kept so Dale can reply to you.

If you are asking about a new boiler you can also attach photographs of the boiler and the space around it. They are used for one purpose: to work out what the job involves and prepare your quotation. Images are reduced in size on your own device before they are sent, so the original file on your phone is never uploaded. Photos are deleted after 12 months, or sooner if you ask.

The form also records the time you submitted it. That is used to spot automated submissions and to keep genuine enquiries in order.

Why we use it, and our lawful basis

The information you send is used for one purpose: to reply to you and, if you go on to instruct us, to arrange and carry out the work.

Our lawful basis for this is legitimate interests, specifically responding to a request you have made. Where we need to keep records of work carried out for legal, tax or warranty reasons, the basis is the performance of our contract with you or our legal obligations.

We do not use your information for marketing, we do not sell it, and we do not pass it to third parties for their own purposes.

Who else sees it

Your enquiry is stored on the servers that host this website, and Dale reads it there. Those are the only places it goes.

When email notifications are switched on, a copy of your enquiry is also sent to Dale by email so he sees it straight away. That email is delivered by Resend, an email delivery provider, which processes the message on our behalf and does not use it for anything else. Your details are not added to any mailing list and are never used for marketing.

If you go on to be sent a quotation, the details you gave are used to prepare it. Dale prepares and sends every quotation himself through Xero, his accounting and invoicing system, which holds your details as a business record under its own terms. This website does not create Xero records and does not send quotations to anyone.

If you contact us through WhatsApp, your message is handled by WhatsApp under their own terms and privacy policy. We do not control that. If you would rather not use WhatsApp, use the phone number, email address or enquiry form instead.

If a job requires a part or an appliance to be ordered, we may pass the minimum necessary details to a supplier to arrange it.

How long we keep it

Enquiries that do not turn into work are kept for a reasonable period so we can follow up, and are then deleted. If you would like yours removed sooner, just ask.

Photographs attached to an enquiry are deleted after 12 months. That is checked automatically every three months, and anything past the 12 months is flagged for removal.

Records relating to work we have carried out are kept for longer, because we need them for warranty purposes and to meet our accounting and tax obligations.

Your rights

You have the right to ask for a copy of the information we hold about you, to have it corrected if it is wrong, to have it deleted in certain circumstances, and to object to or restrict how it is used.

To exercise any of these, contact us using the details on the contact page. If you are unhappy with how we have handled your information, you can complain to the Information Commissioner's Office at ico.org.uk.

Cookies and tracking

This website sets no cookies at all.

It does use a measurement tool that counts visits, so we can tell whether the site is working and which pages people find useful. It is supplied by the company that hosts this site. To keep count accurately it reads one value already saved in your browser, but it writes nothing to your device — no cookie, and it does not save any new data there.

It records the page address, the page title, the site you arrived from, your browser's language setting and screen size, and a general indication of location based on your internet connection. It does not identify you by name, and it does not follow you to other websites. Because nothing is stored on your device or read from it, it does not require consent under the Privacy and Electronic Communications Regulations.

The site loads its fonts from Google Fonts, which means your browser contacts Google to fetch them and Google receives your IP address as a normal part of serving that file.

Opening a WhatsApp link takes you to WhatsApp, where their cookies and terms apply rather than ours.

Keeping it safe

This site is served over an encrypted HTTPS connection. Enquiry submissions are checked on the server before being stored, and the form includes measures to block automated submissions — a hidden field that only a bot would fill in, and a check that the form was not submitted instantly.

No system is perfect, but the amount of information this site handles is small and the measures in place are proportionate to it.

Changes to this policy

If the way this site handles information changes, this page will be updated to describe it accurately. This policy describes the website as it actually is.