Privacy Policy

01Who we are

Ideal Heating & Gas Ltd is the controller responsible for the personal information described in this policy. We provide heating, gas, plumbing, solar PV, battery storage, air source heat pump and domestic air conditioning services.

This policy explains how we collect and use information about customers, prospective customers, landlords, tenants, property owners, website visitors and people who contact us. A separate privacy notice covers recruitment and employment.

02Information we collect

Depending on your enquiry or service, we may collect:

• Your name, address, telephone number, email address and preferred contact method.
• Installation and billing addresses, property ownership or tenancy details, and access arrangements.
• Property surveys, measurements, floor plans, EPC information, energy bills, energy consumption, equipment details and relevant photographs of the property or installation.
• Enquiries, quotations, contracts, correspondence, appointments, consent forms, certificates, commissioning records, warranty information and complaints.
• Invoice, payment and transaction information. Where a payment provider processes a card payment, its own privacy notice explains how it handles card details.
• Information necessary for a grant, finance or funding application, such as eligibility evidence, identity checks and property owner authorisation, where applicable.
• Website information such as IP address, browser type, pages visited and cookie preferences, depending on the technology used on our website.

We aim to collect only what we need. Please avoid sending unrelated identity, financial or medical information. If health or disability information is necessary to arrange safe access or assess a particular scheme, we will explain the purpose and the applicable legal conditions in a separate notice before collecting it.

03Where information comes from

We collect information directly from you through our website, telephone calls, emails, messages, surveys and visits. Where relevant, we also receive information from landlords, letting agents, authorised representatives, referral partners or lead generators, installers, scheme administrators and public property records.

If someone gives us your information, we will explain the source and relevant privacy details when required by law, normally at our first contact and no later than one month after receiving it, unless a lawful exception applies.

04How and why we use your information

We process personal information under the UK GDPR and the Data Protection Act 2018, as amended. Our purposes and usual lawful bases are:

When relying on legitimate interests, we consider the necessity of the processing and its impact on your rights. We do not rely on a general claim of legal obligation where no specific legal requirement applies.

Where information is necessary for a contract or legal requirement, we will explain this when requesting it. Without the necessary information, we may be unable to provide a quotation, complete the work, register a warranty or progress an application. Optional marketing consent is not a condition of receiving our services.

05Who we share information with

We share relevant information only where needed for the stated purposes. Depending on your project, recipients may include:

• Engineers, surveyors, electricians, subcontractors and suppliers involved in your work.
• Equipment manufacturers and warranty or insurance providers.
• Certification, accreditation and consumer protection bodies, such as MCS, Gas Safe Register, REFCOM, TrustMark, RECC and IWA, where applicable.
• Ofgem and other relevant grant or funding administrators, including for the Boiler Upgrade Scheme.
• Distribution network operators, building control bodies and other authorities where notifications or approvals are required.
• Payment and finance providers and insurers, where relevant.
• Your landlord, agent or authorised representative where necessary and appropriate for the work or access arrangements.

Some recipients act as our processors under contractual instructions; others are independent controllers with their own privacy notices. We restrict the information shared to what is appropriate for the purpose.

06Marketing and customer photographs

We distinguish appointment reminders, safety information and service updates from promotional messages. Where we send marketing, we follow applicable electronic marketing rules and provide a straightforward way to opt out. You can also contact us using the details above.

We will obtain appropriate permission before publishing identifiable photographs or testimonials for advertising. You may withdraw consent for future use by contacting us. Withdrawal does not affect processing that was lawful before withdrawal.

07Cookies and website information

Our website may use cookies and similar technologies. Where consent is required, optional technologies will only be used after you agree. You can change your preferences through cookie settings.

08How long we keep information

We retain personal information for as long as necessary to fulfil its purpose, meet applicable legal or scheme requirements, support warranties and resolve claims. Where an enquiry does not result in work, we delete the personal information relating to that enquiry on the same day we confirm that no work will proceed, unless retention is required by law or necessary to resolve a complaint or legal claim. We regularly review our records and securely delete or anonymise information when it is no longer required.

09Security and overseas processing

We use appropriate organisational and technical measures to protect personal information against unauthorised access, loss and misuse. These measures should include controlled access, secure handling and contractual requirements for relevant service providers.

10Your rights

Depending on the circumstances and lawful basis, you may have the right to:

• Obtain access to your personal information and a copy of it.
• Correct inaccurate or incomplete information.
• Ask for information to be erased or its use restricted.
• Object to processing based on legitimate interests.
• Receive certain information in a portable format.
• Withdraw consent at any time where we rely on it.
• Object to direct marketing at any time.

These rights are subject to applicable legal conditions. To make a request, contact us using the details in section 1. We may need proportionate information to verify your identity. We normally respond within one month, subject to lawful extensions or other applicable timing rules. Requests are normally free of charge.