Privacy policy.

Draft privacy notice · Updated 24 September 2026.

Who is responsible for your information?

Essex Boiler Experts is operated by ESSEX BOILER EXPERTS LTD, company number 17450135, which is the controller responsible for the personal information described in this notice. Contact us at [email protected] or 07446 022717.

The company is registered in England and Wales. Company number: 17450135. Registered office: 12 Fenton Road, Chafford Hundred, Grays, England, RM16 6EP. This is the registered office, not a shop or customer-visit location.

Information we collect

When you enquire, request a quote or arrange work, we may collect your name, telephone number, email address, postcode, property address, preferred contact method and timing, service requested, boiler or heating details and your description of the work. We also keep relevant correspondence, quote and appointment details, job and servicing records, verified property-specific due dates, invoice/payment records and any recorded permissions or opt-outs. We may receive relevant details from a landlord or someone arranging work on your behalf.

Please provide only information needed for the enquiry. If you send photographs, avoid including people, documents or unrelated personal information. The website and form platform may process technical information such as IP address, browser/device information and security logs to operate and protect the service.

Why we use your information

• Enquiries, quotes and agreed work: to understand your request, contact you, prepare a quote, agree a visit, carry out work and handle related questions. Where you are the customer, we rely on steps taken at your request before a contract, or performance of that contract.
• Business administration and security: to manage correspondence, maintain job records, prevent fraud or misuse, handle complaints and establish or defend legal claims. Where appropriate, we rely on our legitimate interests in running a safe, organised heating business, balanced against your rights. This also covers necessary communication with representatives, landlords or occupiers who are not themselves our contracting customer.
• Legal obligations: to keep records and make disclosures required by applicable tax, accounting or other law.
• Optional marketing and recurring-work invitations: consent where required, or legitimate interests only where a valid soft-opt-in route applies and your interests and rights have been considered.

Enquiries are recorded in our customer relationship management system so that Garry can review the request, contact you and track the quote or job. Internal tasks help prevent missed follow-up and surface repeat enquiries without replacing an existing open job. Appointments are agreed manually; sending an enquiry does not book a visit. We do not use automated decision-making to make decisions with legal or similarly significant effects on you.

You do not have to agree to marketing to make an enquiry or receive a response. If essential contact or job information is missing, we may be unable to respond or arrange the requested work.

Service reminders and marketing choices

Necessary messages about your current enquiry or agreed work are separate from optional marketing. Choosing Email or Phone as your preferred contact method is not marketing permission. Permissions are specific to the channel and purpose recorded; permission for one does not authorise another.

Recurring servicing or gas-safety invitations will only be used where we have recorded appropriate permission or evidence of a qualifying soft opt-in. A soft opt-in for electronic marketing requires us to have obtained the details directly during a sale or genuine negotiations for a sale, to offer our own similar services, and to have offered a clear opt-out both when collecting the details and in every marketing message. Unknown or withdrawn permission will not be treated as permission.

At launch, property-specific due dates are reviewed manually. Automated customer reminders and SMS are not enabled. Any future marketing/reminder emails must include an easy opt-out.

You can object to direct marketing at any time. Use an unsubscribe option in a marketing email or contact [email protected]. You can withdraw consent without affecting lawful processing before withdrawal. We retain a minimal suppression record to respect your choice.

Who may receive your information?

We use HighLevel/LeadConnector infrastructure for the website, native enquiry form and customer relationship management system. Authorised people who administer these services for us may access information where needed for their role. Necessary email, telephone, hosting and technical service providers process information to operate communications and support the business; our business telephone uses Three. We do not sell customer contact details.

Where necessary for the work or a legal obligation, we may share relevant information with an authorised engineer or contractor, a landlord or property representative, professional advisers, insurers, tax authorities, regulators or law-enforcement bodies. We limit sharing to what is needed for the purpose. We do not claim that every category receives every customer's information.

Processing outside the UK

Our service providers, including HighLevel/LeadConnector, may process personal information outside the UK. Where required, appropriate lawful transfer safeguards are used. HighLevel’s current Data Processing Agreement provides for applicable adequacy decisions and Standard Contractual Clauses with the UK International Data Transfer Addendum for restricted UK transfers. The mechanism depends on the transfer and applicable law. Contact us for information about the safeguards relevant to your information or a copy, subject to appropriate redaction.

How long we keep information

• General website enquiries that do not progress: 12 months.
• Quotes and prospective-customer records: 2 years.
• Completed customer/job records: 6 years.
• Invoices and payment-related records: 6 years.
• Gas-safety and servicing records held in the CRM: 6 years where relevant.
• Marketing/reminder permission evidence: while permission remains active, plus enough history to evidence withdrawal and suppression.
• Do-not-contact and opt-out records: a minimal suppression record for as long as needed to avoid accidentally contacting you again.

We review records when the relevant enquiry, quote or work has concluded and remove or anonymise information when it is no longer needed. If a legal obligation, unresolved complaint or legal claim requires particular information to be retained longer, we retain only what is necessary for that purpose. A deletion request does not automatically override legal, accounting or relevant safety-record requirements.

Your data rights

Depending on the circumstances and lawful basis, you may ask for access to your personal information, correction, deletion, restriction of use or a portable copy of information you supplied. You may object to processing based on legitimate interests, and have an unconditional right to object to direct marketing. These rights are subject to applicable legal conditions and exceptions.

Send requests to [email protected]. We may need proportionate information to confirm your identity. We will explain any lawful reason why a request cannot be met in full. Please contact us if you have a concern; you can also complain to the Information Commissioner's Office (ICO).

Website technologies

Read our cookie information for platform cookies and similar technologies. Optional advertising and analytics tracking is not currently intentionally enabled.