Privacy Policy

Last updated: January 2024

BoilerSense ("we", "us", "our") is committed to protecting your personal information and your right to privacy. This policy explains what information we collect, how we use it, and what rights you have in relation to it.

We operate from 23 Thames Way, Northfleet, Kent DA11 9BQ. If you have any questions about this policy or our privacy practices, please contact us at enquiries@boilersense.co.uk.

1. Information We Collect

We collect information you provide directly to us, including:

  • Name and contact details (phone number, email address, postal address)
  • Details of the boiler work you are enquiring about
  • Property details relevant to your enquiry
  • Payment information (processed securely — we do not store card details)

We also collect limited technical information automatically when you visit our website, including your IP address, browser type, and pages visited. This is used only to maintain and improve the website.

2. How We Use Your Information

We use the information we collect to:

  • Respond to your enquiries and provide quotes
  • Carry out boiler installation, repair, servicing, and gas safety certificate work
  • Send you appointment reminders and job-related communications
  • Issue Gas Safe certificates and other regulatory documentation
  • Send service reminders (you can opt out at any time)
  • Comply with our legal obligations

3. Legal Basis for Processing

We process your personal data on the following legal bases:

  • Contract performance: To provide the services you have requested
  • Legal obligation: Gas Safe registration and certification requirements
  • Legitimate interests: To manage our business and improve our services
  • Consent: For marketing communications (where applicable)

4. How We Share Your Information

We do not sell your personal information to third parties. We may share your information with:

  • The Gas Safe Register, as required for certification purposes
  • Boiler manufacturers, for warranty registration on your behalf
  • Our accountants and professional advisors, under confidentiality obligations
  • Law enforcement or regulatory authorities, where required by law

5. Cookies

Our website uses cookies to improve your browsing experience and analyse site usage. You can accept or decline non-essential cookies using the cookie banner when you first visit the site. Essential cookies required for the website to function are always active.

We use the following types of cookies:

  • Essential cookies: Required for the website to function correctly
  • Analytics cookies: Help us understand how visitors use the site (only set with your consent)

6. Data Retention

We retain your personal information for as long as necessary to provide our services and comply with legal obligations. Customer records relating to gas safety work are retained for a minimum of two years, as required by Gas Safe regulations. Financial records are retained for six years.

7. Your Rights

Under UK GDPR and the Data Protection Act 2018, you have the following rights:

  • Right of access: You can request a copy of the personal data we hold about you
  • Right to rectification: You can ask us to correct inaccurate data
  • Right to erasure: You can ask us to delete your data, subject to legal obligations
  • Right to restrict processing: You can ask us to limit how we use your data
  • Right to data portability: You can request your data in a portable format
  • Right to object: You can object to processing based on legitimate interests

To exercise any of these rights, please contact us at enquiries@boilersense.co.uk. We will respond within one calendar month.

8. Security

We take reasonable technical and organisational measures to protect your personal information against unauthorised access, loss, or disclosure. Our website uses HTTPS encryption for all data transmission.

9. Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the privacy practices of those websites and encourage you to read their privacy policies.

10. Changes to This Policy

We may update this privacy policy from time to time. The date at the top of this page indicates when it was last revised. Continued use of our website or services after changes are posted constitutes your acceptance of the updated policy.

11. Contact and Complaints

If you have any questions about this privacy policy or our data practices, please contact us:

If you are not satisfied with our response, you have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk or by calling 0303 123 1113.