Privacy Policy

Sawbridgeworth Heating & Air Conditioning

Privacy Notice
Last updated: 30 September 2026

1. Who we are
Sawbridgeworth Heating & Air Conditioning is the trading name of Sawbridgeworth Heating Limited, registered in England and Wales under company number 15607694.
Our registered office is:
41 Woodward Gardens, Sawbridgeworth, England, CM21 0FS
We are the controller of the personal information described in this notice. This means we decide why and how that information is used.
For privacy enquiries or to exercise your data protection rights, contact:
For the attention of: The Director, Data Protection
Email: info@sawbridgeworthheating.com
Telephone: 0800 6696 779
Post: Sawbridgeworth Heating Limited, 41 Woodward Gardens, Sawbridgeworth, England, CM21 0FS.

2. What this notice covers
This notice explains how we collect and use personal information relating to:

• People who contact us or request quotations.

• Customers purchasing installations, servicing or repairs.

• Property owners, tenants and other contacts involved in arranging work.

• Visitors to our website and people communicating with us through social media.

• Individuals acting on behalf of suppliers or business customers.

It covers our boiler, heating and air-conditioning services and associated business administration.
3. Information we collect
Depending on your dealings with us, we may collect:
Contact details: Your name, address, telephone number, email address and preferred contact method.
Property and equipment information: The installation or service address, appliance make and model, serial numbers, system details, service history, faults, access arrangements and relevant photographs.
Enquiry and booking information: Your requirements, quotation details, appointment dates, correspondence and instructions.
Work records: Engineers’ notes, diagnostic findings, service reports, commissioning records, safety certificates, warranty information and records of work completed.
Payment information: Billing details, amounts charged, payment status, transaction references and information needed to process a refund.
Communications: Emails, messages, enquiry forms, complaints, feedback and notes of telephone conversations.
Marketing preferences: Your choices about receiving marketing and records of consent or objections.
Website information: Information such as your IP address, browser, device and website interactions, depending on the technologies in use and your cookie choices.
We aim to collect only information relevant to the purpose for which it is needed.
Please avoid sending unnecessary sensitive information, identity documents or full payment-card details through ordinary email or website enquiry forms.
4. Where information comes from
We obtain information:

• Directly from you when you contact us, request a quotation, book work or make a payment.

• From engineers and subcontractors carrying out work for us.

• From a landlord, tenant, property owner, managing agent or other person arranging work on your behalf.

• From payment providers, equipment suppliers or manufacturers where relevant to your transaction or warranty.

• Through our website and communications systems.

• From social media or enquiry platforms when you contact us through them.

Where another person gives us your details, we use them only for an appropriate purpose, such as arranging access or discussing the requested work.
5. Why we use information and our lawful bases
We must have a lawful basis for using personal information. The basis depends on the purpose and our relationship with you.
PurposeLawful basis
Responding to your enquiry and preparing a quotation you requestTaking steps at your request before entering into a contract
Booking and performing work, communicating about appointments and administering your agreementPerformance of our contract with you
Arranging access with a tenant, agent or other person who is not our contracting customerLegitimate interests in coordinating and safely delivering the work
Processing payments and refundsPerformance of contract
Keeping records required by tax, accounting or applicable safety lawCompliance with legal obligations
Maintaining appropriate job records and handling complaints, insurance matters or legal claimsLegitimate interests in managing our business, resolving problems and establishing or defending legal rights; legal obligations where applicable
Registering an agreed warranty or providing agreed aftercarePerformance of contract
Protecting our systems, preventing fraud and controlling access to informationLegitimate interests in protecting customers and operating a secure business
Using administrative and automation tools to organise enquiries and workThe same contract or legitimate-interest basis as the underlying activity
Sending permitted marketing about our servicesConsent, or legitimate interests where the electronic-marketing rules permit this
Publishing identifiable customer photographs or testimonialsConsent
Using optional website trackingConsent where required, as explained in our cookie information
Where we rely on legitimate interests, we consider whether the processing is necessary and balance those interests against your rights and reasonable expectations. 
If information is needed to prepare a quotation, perform a contract or meet a legal requirement, we will explain this where it is not obvious. Without essential information, we may be unable to provide the requested service.
6. Access requirements and sensitive information
We do not routinely need detailed health information.
If you need an adjustment to an appointment or service, you can tell us the practical requirement without giving a medical diagnosis.
Where it is necessary to record health or disability information, we will explain the purpose and normally seek your explicit consent, unless another lawful condition applies. We will limit access to those who need the information.
You can withdraw consent by contacting us. We will explain if this affects our ability to provide a particular adjustment.
7. Appointment messages, service reminders and marketing
We use your contact details to send messages needed to manage an enquiry or booking, such as:

• Quotation responses and appointment confirmations.

• Engineer arrival updates.

• Invoices and payment correspondence.

• Safety information and warranty administration.

These communications are separate from marketing.
For promotional emails or text messages, we will obtain consent unless the law allows us to use the existing-customer exception, commonly called the “soft opt-in”. We will only use that exception where all its conditions are met, including providing an opt-out when collecting your details and in each subsequent message.
A reminder encouraging you to buy another service may be marketing, even if described as a service reminder. We will apply the appropriate marketing rules to those messages.
You can object to direct marketing at any time. Use the unsubscribe option or contact us. We will stop using your information for that purpose.
We may retain a minimal suppression record so that we continue to respect your choice. Opting out of marketing does not stop necessary messages about existing work. 
8. AI-assisted reception and automation
We may use an AI-assisted receptionist and automation tools to help:

• Identify the type of service requested.

• Extract relevant details from enquiries.

• Organise customer records.

• Prepare responses for review.

• Arrange administrative tasks and appointment messages.

These tools may process relevant contact details, messages, property information and booking details.
They support our administration. You can ask to speak to a person or request correction of information that has been misunderstood.
We do not use these tools to make decisions based solely on automated processing that produce legal or similarly significant effects on you.
We assess providers and their data-handling arrangements before using them with customer information and limit the information shared to what is needed for the task.
9. Who we share information with
Where necessary for the purposes described in this notice, we may share relevant information with:
Engineers and subcontractors
To assess or complete work, arrange access and prepare technical records.
Technology and administrative service providers
For website hosting, email, customer records, document storage, messaging, automation, AI-assisted administration and IT support.
Payment providers and banks
To process payments, refunds and transaction enquiries.
Manufacturers and suppliers
To order appropriate equipment, arrange deliveries, register warranties or resolve product faults.
Professional advisers and insurers
For accounting, legal advice, insurance claims and dispute management.
Regulators, certification bodies and public authorities
Where necessary for safety notifications, certification, legal compliance or a lawful request.
Other parties involved in your job
Such as a landlord or managing agent, where necessary and appropriate. We do not automatically share all customer communications with a property owner.
If the business is sold or reorganised, relevant information may be disclosed to professional advisers and a potential successor, subject to appropriate confidentiality and data protection safeguards.
We do not sell personal information for third-party marketing.
Where a provider processes information on our behalf, we require appropriate contractual protections. Some recipients, such as banks or manufacturers, may act as independent controllers and provide their own privacy notices.
10. International transfers
Some technology providers may store information outside the United Kingdom or allow access from overseas.
Where this involves a restricted international transfer, we will ensure that an appropriate legal mechanism is in place. Depending on the recipient and destination, this may involve UK adequacy regulations or approved contractual safeguards supported by the required assessment.
You can contact us for information about relevant destinations and safeguards, including how to obtain a copy of applicable safeguards, subject to necessary redactions. 
11. How long we keep information
We keep personal information only for as long as reasonably necessary for its purpose.
The period depends on the type of record and the circumstances:
RecordHow we decide the retention period
Enquiries that do not become bookingsThe time needed to answer the enquiry, complete reasonable follow-up and resolve any outstanding issue
Quotations, contracts and job recordsThe duration of the work and relevant aftercare, warranty, insurance and legal-claim periods
Invoices and accounting recordsApplicable tax and accounting record-keeping requirements
Safety certificates and technical recordsApplicable safety requirements and the need to evidence work performed
Complaints and disputesThe time needed to resolve the matter and retain evidence for relevant legal or regulatory purposes
Marketing recordsUntil consent is withdrawn, an objection is received or the information is no longer needed, subject to periodic review
Marketing suppression recordsAs long as necessary to prevent further unwanted marketing
Website and cookie informationThe periods stated in our cookie information and relevant system settings
Temporary access instructionsOnly as long as needed to arrange and complete the relevant attendance
Where a record contains information that is no longer needed, we will delete or anonymise that information where practicable, even if part of the record must be retained.
Information may be kept longer where needed for an active complaint, legal claim or legal obligation. Retention is reviewed rather than treated as indefinite. 
12. Keeping information secure
We use appropriate technical and organisational measures to protect personal information against unauthorised access, loss, misuse or disclosure.
Access is limited to people who need information for their work. We require those handling information on our behalf to protect it appropriately.
No system can be guaranteed completely secure. If a personal data breach occurs, we will assess it and notify the regulator and affected individuals where legally required.
13. Cookies and website technologies
Our website may use cookies and similar technologies for essential functionality and, where enabled, analytics or advertising.
Our cookie information and preference controls explain the technologies used, their purposes, providers and durations.
Where consent is required, optional technologies will only operate after you have agreed. You can withdraw or change your preferences through the website’s cookie controls.
Accepting our terms or continuing to browse is not, by itself, consent to optional tracking.
Third-party services reached through links on our website operate under their own privacy information. 
14. Your data protection rights
Depending on the circumstances, you can:

• Ask for access to your personal information and a copy.

• Ask us to correct inaccurate or incomplete information.

• Ask us to erase information.

• Ask us to restrict how we use information.

• Object to processing based on legitimate interests.

• Obtain and reuse certain information through the right to data portability.

• Withdraw consent where we rely on it.

Your right to object to direct marketing is absolute. For other legitimate-interest processing, we will consider your circumstances and whether there are lawful grounds to continue.
Rights are subject to applicable conditions and exemptions. For example, an erasure request may not require us to delete records we must retain by law.
Withdrawing consent does not affect the lawfulness of processing before withdrawal.
To make a request, contact us using section 1. You do not need to use a special form. We may ask for proportionate information to confirm your identity.
We normally respond within one month. If a lawful extension or other timing provision applies, we will explain it. Requests are normally free of charge. 
15. Privacy complaints
If you are concerned about how we handle your information, contact us using section 1 and explain the issue. You may raise a complaint by email, telephone or post.
We will acknowledge a data protection complaint within 30 days, investigate appropriately, keep you informed and communicate the outcome without undue delay. 
You also have the right to complain to the Information Commissioner’s Office:
Website: ico.org.uk
Telephone: 0303 123 1113
Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.
We would welcome the opportunity to address your concern first, but this does not remove your right to contact the ICO.
16. Changes to this notice
We may update this notice to reflect changes in our services, systems or legal obligations.
The current version will appear on our website with its last-updated date. Where a significant change affects how we use your information, we will provide additional information as required.
Publishing an updated notice does not itself provide consent for a new use of personal information.