Privacy Policy
This website is operated by Midland Boilercare Limited
Midland Boilercare Limited is committed to protecting your privacy and we comply with data protection laws applicable to the United Kingdom.
This privacy policy applies to personal information about:
- Visitors to our website
- Our customers who purchase goods or services from us
- Tenants in rented accommodation where we provide goods or services
- Our suppliers
- Our employees
What is personal information?
Personal information is any information relating to an individual who can be identified directly or indirectly, often by name, account number, location, an online identifier or other factors specific to their identity.
Personal information may include “special category data” relating to racial or ethnic origin, political opinions, religious beliefs, membership of a trade union, physical or mental health and criminal records and allegations.
As a rule, we do not collect “special category data” about our customers or our suppliers, although we may collect it about our employees. The exception is where we identify suspected criminal activity such as fraudulent use of stolen payment card details. In this case we will record details of the suspected criminal activity and may take appropriate action. We may also report the incident to the relevant bank or payment card issuer or to the police or other appropriate authorities.
See below for details of how we may use your personal information.
Website Visitors: The personal information we collect about you and how we use it
You can visit and browse our website without providing your name or contact details.
Like many websites, our server logs capture details of your operating system, browser software, IP (Internet Protocol) address and Uniform Resource Locator (URL), including the date and time of your visit.
We use cookies to analyse how our site is used by visitors and to provide some of the functionality – see our cookies policy http://www.midlandboilercare.co.uk/cookie-policy/ for more information.
If you choose to use our “contact us” form, we will need you to provide your contact details (name, address, email address, telephone number). If you do contact us through the “contact us” form, we may store your details for the following purposes:
- To contact you in relation to your enquiry
- To create a record on our database for future work that we may carry out for you or on your behalf in relation to this or subsequent enquiries
Customers: The personal information we collect about you and how we use it
- If you purchase products or services from us, or make an enquiry with us, we will collect your name, address, phone numbers, email address and details of any appliance or system that we carry out work on in relation to a work order/request, which may include, but is not limited to; make, model, serial number, gas council number, appliance location and details of the work carried out. We may from time to time take photographs of the work that we have carried out for you, or of dangerous or faulty appliances/components for identification purposes.
We may use this data and your personal information in the following ways:
- to respond and deal with your enquiries and/or complaints;
- to keep you informed about our products and services;
- to process your order and to follow up on orders that are not completed;
- to arrange visits to your home (e.g. to carry out a survey, installation, service, repair or other task);
- to manage the progress of a work order or request that you have asked us to carry out;
- to send you invoices for work carried out;
- to notify you regarding outstanding invoices and overdue payments;
- to send you report forms from our engineer software relating to work that we have carried out for you;
- to notify you regarding service reminders for your appliances;
- to notify you regarding important safety updates that we receive from Gas Safe Register and/or appliance manufacturers relating to your appliances
- to manage deliveries, returns and refunds;
- for product liability purposes;
- to manage your account history (if applicable) including carrying out credit checks;
- to notify you about important changes or developments to our websites or services;
- to publish trends and/or to improve usefulness and content of our website;
- for claims management and insurance purposes;
- for record keeping purposes.
We define the purchase of products and services as:
- the supply and installation of a gas, oil, solid fuel or electric heating or hot water system or appliance and their associated controls and components that connect the system and appliance;
- the supply and installation of a spare part for the above types of heating or hot water system;
- the service or repair of the above types of heating or hot water system;
- the installation of an appliance, pipe, component or associated control of the above types of heating or hot water system where the parts or materials have been supplied by our customer;
- work carried out on plumbing systems whether supplied by us or our customer; and
- any other work or task that our customer requests that we carry out on their behalf.
Tenants: The personal information we collect about you and how we use it
- When we are requested to carry out work at a rented property by a landlord, letting agent, estate agent, local authority or another contractor that requires our expertise, we will collect and store your name, address, phone numbers, email address and details of any appliance or system that we carry out work on in relation to a work order/request, which may include, but is not limited to; make, model, serial number, gas council number, appliance location and details of the work carried out. We may from time to time take photographs of the work that we have carried out for you, or of dangerous or faulty appliances/components for identification purposes.
We may use this data and your personal information in the following ways:
- to respond and deal with your enquiries and/or complaints;
- to process the order and to follow up on orders that are not completed;
- to arrange visits to your home (e.g. to carry out a survey, installation, service, repair or other task);
- to manage the progress of a work order or request that we have been asked us to carry out;
- to notify you regarding important safety updates that we receive from Gas Safe Register and/or appliance manufacturers relating to your appliances
- to manage deliveries, returns and refunds;
- for record keeping purposes.
Suppliers: The personal information we collect about you and how we use it
If you supply products or services to us, we may use your personal information in the following ways:
- for order processing and management;
- to manage deliveries, installations, returns and refunds;
- for product liability purposes;
- to manage your account, including conducting credit and other background checks where applicable;
- to notify you about important changes or developments to our websites or services;
- for supply chain management;
- to deal with enquiries and complaints;
- for claims management and insurance purposes; and
- for record keeping purposes.
If you are a supplier and you have any questions about how we use your personal information, please contact our office.
Employees: The personal information we collect about you and how we use it
We collect and store the following information relating to our employees:
- name, address, telephone number, email, sex, nationality and date of birth;
- information that HMRC require us to hold for tax reporting purposes, these include but are not limited to; tax code, national insurance number, pension details and any data that HMRC requires us to hold;
- past employment history
- evidence of certification of competence together with current qualifications in order to perform the duties to be undertaken;
- training and health and safety records;
- relevant medical information that has an impact on the ability to carry out the duties required for the role;
- unspent criminal convictions;
- personal and previous employer references; and
- employment progression together with disciplinary actions.
We use the information to track your employment advancement together with fulfilling our legal obligations with the relevant government authorities and Gas Safe Register.
How your information is accessed within Midland Boilercare Limited
Personal information is held both at our office for accounting and via our engineer software for controlling our engineers. All electronic devices are password protected and processes are in place to restrict access to personal information to staff that require access to it for specific purposes.
Keeping You Informed
If we install, service or repair the plumbing, heating or hot water systems at your property (or one that you manage or rent out), we may contact you by telephone, post, email or text message to notify you regarding service intervals for your appliances.
We will send service reports that are generated from our engineer software to keep you updated with the progress of a visit to your property (or one that you manage or rent out) in relation to an ongoing work request.
We may use the information we collect to let you know about other products and services which we feel may be of interest to you and to keep you updated with information about promotional offers.
You can opt out of receiving marketing communications from us at any time.
Sharing your personal information
We do not share your personal information with third parties for marketing purposes, however, with your permission we may share your information with appliance manufacturers for the purpose of registering appliance warranties on your behalf.
In addition to this, we may disclose your information to the following third parties to comply with our legal and operational obligations:
- HMRC tax, customs and excise authorities
- regulators, courts and the police
- Gas Safe Register
- fraud screening agencies
- central and local government
- insurance companies
- debt collection agencies
- other professional advisors
We may also disclose your personal information if we believe that the disclosure is necessary to enforce or apply our terms and conditions or otherwise protect and defend our rights, property or the safety of our staff.
Call Recording
Some telephone calls may be recorded or monitored, for example calls to our customer services teams. Call recording and monitoring may be carried out for the following purposes:
- training and quality control;
- as evidence of conversations; and/or
- for the prevention or detection of crime (e.g. fraudulent payments).
Legal Basis for Processing
Some of the information we collect is provided by you voluntarily (and therefore with your permission), for example when you contact us to request us to carry out work for you, or to provide you with a quotation/estimate for work that you would like to carry out.
We use the legal bases of “Legitimate Interest”, “Contract” and “Legal Obligation” to justify the reason for us collecting, storing and using your personal information.
If you purchase products or services from us (as defined above), or if you supply products or services to us, most of the information we collect is necessary so that we can fulfil the contract between us.
The remainder of the information is collected for our legitimate business purposes, which include:
- To maintain a full history and audit trail of work carried out by our engineers relating to each and every job.
- To keep in touch with current, past and prospective customers
- To gain an understanding of how our customers interact with us so we can provide the most relevant products and services
- To monitor the use of our website and improve its facilities
- To identify suspected criminal activity and take appropriate action
- To manage our supply chain and the relationship with our suppliers
- To protect and defend our rights
Retention
We will retain your personal information for as long as needed for the legitimate business purposes described above.
If we carry out work for you, we normally keep records for 7 years after the completion of the last work carried out for you, or as required to fulfil our obligations under the Gas Safety (Installation and Use) Regulations.
In addition, we will retain your information in all cases for accounting and tax liability purposes, but only for the required periods as set out by HMRC.
Your information may be retained for longer than this if there are valid legal grounds for us to do so, for example if required by law or court order, or as needed to defend or pursue legal claims.
Working with Service Providers
Like most organisations, we engage service providers to run our website and IT systems. Our engineer software uses SSL encryption and the software companies privacy policy can be viewed by following this link https://gasengineersoftware.co.uk/privacy/ We also work with a large number of suppliers who provide products and delivery services to us.
We will only provide these companies with the information they need to deliver the service we have engaged them for and they are prohibited from using that information for any other purpose. Whenever we share personal information about our customers with our service providers, we will put in place contracts which require the service provider to protect the information and keep it secure.
Other Disclosures
We may disclose and/or transfer your personal information in connection with a reorganisation of all or part of our business, if the majority of our shares are bought by another company or if we transfer all or some of our assets to another company.
Transferring information to other countries
Some of the companies who provide services to us may be located outside the United Kingdom. As a result, your personal information may be transferred outside the UK. We will ensure that those service providers comply with any legal requirements that apply to the transfer of personal information outside the UK.
Security
We are committed to safeguarding the personal information you provide to us. We use appropriate measures to protect the information that you submit through our website and the information we collect and store about our customers.
Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal information, we cannot guarantee the security of information you submit via our website and any transmission is at your own risk. Once we have received your information, we will take appropriate technical and organisational measures to safeguard your personal data against loss, theft and unauthorised use, access or modification.
Changes to this policy
Any changes to this privacy policy will be posted here. Please refer back to this page regularly.
Links to other websites
Links may be provided on our website to other websites that are not operated by us. If you use these links, you will leave our website. You should note that we are not responsible for the contents of any third party website. External sites will have their own privacy policies which you should read carefully.
Your Rights
Marketing
You can opt out of receiving emails or text marketing at any time by using the unsubscribe option in the message. You can opt out of postal and telephone marketing by contacting us at:
Midland Boilercare Limited, Unit 5 Abbey Court Industrial Estate, Wallingford Road, Leicester, LE4 5RD
Access and Correction
If you would like to correct or update any of your other personal information, or if you would like a copy of the personal information we hold, please contact Midland Boilercare Limited at the address below. We may need to ask for proof of your identity before we can respond to your request.
Other Rights
You may also have the following rights in relation to your personal information:
- in certain circumstances, the right to restrict or object to the processing of your personal information
- to ask us to rectify any personal information that is incorrect
- to request that your personal information is deleted, although this is not an absolute right, and we may need to retain some or all of your information for legal or operational reasons
- where you have provided personal information voluntarily, or otherwise consented to its use, the right to withdraw your consent
- in certain circumstances, the right to receive a copy of the personal information which you have provided to us, in a structured, commonly used and machine-readable format or to request that we transfer that information to another party (known as “data portability”)
- the right to complain to a Data Protection Authority (see further below)
If you have a query about this privacy policy or wish to exercise your rights, please contact our Data Protection Officer by writing to them at:
The Data Protection Officer
Midland Boilercare Limited
Unit 5 Abbey Court Industrial Estate
Wallingford Road
Leicester
LE4 5RD
Or emailing them at:
service@midlandboilercare.co.uk (marking emails for the attention of the Data Protection Officer)
If you are not satisfied with our use of your personal information or our response to any request made by you in relation to your personal information, you have a right to make a complaint to the Information Commissioner:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Tel: 0303 123 1113 (local rate) or 01625 545745 (national rate)Email: casework@ico.org.uk
