Privacy Policy

1. Who we are

Heatcare Norwich LTD is a Gas Safe registered heating, plumbing and gas engineering business serving Norwich and Norfolk. For the purposes of data protection law we are the "data controller" of the personal information described in this policy.

• Company: Heatcare Norwich LTD, registered in England and Wales (company number — TO CONFIRM)
• Registered office: Norwich, Norfolk, United Kingdom (full address — TO CONFIRM)
• Email: enquiries@heatcarenorwich.co.uk
• Telephone: 07715 998479
• ICO data protection register entry: TO CONFIRM

If you have any question about this policy or about how we handle your information, contact us using the details above and we will respond as quickly as we can.

2. Information we collect

We only collect information we actually need in order to quote for work, carry it out and keep the records the law requires us to keep. Depending on how you deal with us, that may include:

• Your name, telephone number and email address, when you fill in a form on this website or contact us directly.
• The address of the property the work relates to, and access details you choose to give us.
• Details of your boiler, heating system, appliances or plumbing, and the fault or work you are enquiring about.
• A record of the work we carried out, parts fitted, safety checks completed and any certificates or gas safety records issued.
• Payment details and invoicing records. We do not store card numbers — card payments are handled by our payment provider.
• Correspondence between us, including emails, text messages, WhatsApp messages and notes of telephone calls.
• Photographs of the installation or fault, where these are needed to diagnose the problem, order the right part or evidence completed work.
• Technical information about your visit to this website, such as pages viewed and approximate location, where you have allowed analytics cookies.

We do not ask for special category data (such as health information). If you tell us something of that kind because it affects the work — for example that a vulnerable person lives at the property and the heating is a priority — we record only what we need to schedule the job safely.

3. How we use your information, and our lawful basis

We must have a lawful basis for every use of your personal information. Ours are set out below.

• To prepare a quotation and answer your enquiry — necessary to take steps at your request before entering into a contract.
• To book, attend and carry out the work, and to contact you about the appointment — necessary to perform our contract with you.
• To invoice you and collect payment — necessary to perform our contract with you.
• To issue and retain gas safety records, Building Regulations notifications and other certificates — necessary to comply with our legal obligations as a Gas Safe registered business.
• To honour our workmanship guarantee and deal with any callback, warranty claim or complaint — our legitimate interest in standing behind our work and defending legal claims.
• To keep accounting and tax records — necessary to comply with our legal obligations.
• To send you a service or gas safety check reminder when yours is due — our legitimate interest in keeping existing customers' appliances safe. You can opt out at any time.
• To improve this website through anonymous usage statistics — with your consent, given through the cookie banner.

We do not sell your personal information, we do not share it with third parties for their own marketing, and we do not use it to make automated decisions about you.

4. Cookies and this website

Cookies are small files a website stores on your device. This site uses two kinds:

• Strictly necessary cookies, which make the site work — for example remembering your display preference or protecting our contact forms from spam. These do not need your consent.
• Analytics cookies, which tell us how many people visit and which pages they read, so we can improve the site. These are only set if you agree to them.

You can refuse or delete cookies at any time in your browser settings. Blocking strictly necessary cookies may stop parts of the site working properly. Where this site embeds content from another provider — for example a YouTube video or a Google Map — that provider may set its own cookies and will handle any data it collects under its own privacy policy.

5. Who we share your information with

We share your information only where it is necessary, and only with organisations that are required to keep it secure:

• Gas Safe Register and, where applicable, your local authority building control, where we are legally required to notify a gas installation.
• Manufacturers such as Worcester Bosch, where a product needs to be registered for its guarantee or where a warranty claim is made on your behalf.
• Merchants and suppliers, where a part must be ordered for your job.
• Our accountant, our insurers and, if it ever became necessary, our legal advisers.
• Our IT, email, hosting and payment providers, who process information on our instructions only.
• Review platforms such as Checkatrade, but only where you have chosen to leave a review.
• The police, HMRC or another authority, where we are required by law to disclose information.

Our suppliers are based in the UK or the European Economic Area wherever possible. If information is transferred outside the UK, we make sure it is protected by UK adequacy regulations or by the International Data Transfer Agreement or Addendum.

6. How long we keep it

• Enquiries and quotations that do not lead to work: up to 12 months.
• Job records, invoices and accounting records: 6 years from the end of the relevant tax year, as required by HMRC.
• Gas safety records and landlord certificates: at least 2 years, in line with the Gas Safety (Installation and Use) Regulations 1998.
• Installation and warranty records: for the life of the guarantee, plus the period in which a legal claim could still be brought.
• Website analytics: retained in anonymised or aggregated form only.

When we no longer need your information we delete it or securely destroy the paper records.

7. Keeping your information secure

We take appropriate technical and organisational measures to protect your information against loss, misuse and unauthorised access. That includes password-protected and encrypted devices, access limited to the people who need it to do their job, and secure disposal of paper records. This website is served over an encrypted HTTPS connection.

No system can be guaranteed completely secure. If a breach of your personal information occurred that was likely to result in a risk to your rights, we would report it to the Information Commissioner's Office within 72 hours and tell you where the law requires it.

8. Your rights

Under the UK GDPR you have the right to:

• Ask for a copy of the personal information we hold about you.
• Have inaccurate information corrected.
• Ask us to erase information we no longer have a lawful reason to keep. Note that we cannot delete a gas safety record or an invoice while the law requires us to hold it.
• Ask us to restrict how we use your information while a query about it is resolved.
• Object to processing we carry out on the basis of our legitimate interests, including service reminders.
• Ask us to transfer information you gave us to another provider, where it is held electronically.
• Withdraw consent at any time, where we relied on your consent — for example for analytics cookies or marketing emails.

To exercise any of these rights, email enquiries@heatcarenorwich.co.uk or call 07715 998479. We will respond within one month and we will not charge you for a request unless it is manifestly excessive.

9. Complaints

If you are unhappy with how we have handled your personal information, please tell us first so that we can put it right.

10. Changes to this policy

We review this policy regularly and may update it to reflect changes to our services or to the law. Any change takes effect from the date it is published on this page. This version was last updated on 29 July 2026.