Privacy Policy

1. Introduction

This Privacy Policy explains how Battersea Emergency Repairs (a trading name of My Trusted Builder Ltd, Company No. 15826076) collects, uses and protects your personal data. We are the data controller for the purposes of UK GDPR.

Contact details:
Email: [email protected]
Phone: 07458 148224
Address: [Registered Office Address]

2. Data We Collect

We collect the following categories of personal data:

• Contact form data: Name, telephone number, email address, property address, description of the emergency or repair needed
• Phone call data: Caller ID, call recordings (if applicable for quality and training purposes)
• Technical data: IP address, browser type, device information, cookies and analytics data (see our Cookie Policy)
• Property information: Details about your property type (house, apartment, managed building), access requirements, concierge details
• Transaction data: Payment information, invoices, quotes and correspondence related to services provided

3. How We Use Your Data

We process your personal data for the following purposes:

• Service delivery: To respond to your emergency call-out request, arrange site visits, provide quotes and carry out repair work
• Contract performance: To fulfil our contractual obligations when you engage us for repairs
• Communication: To contact you about your enquiry, provide updates on work progress and follow up on completed jobs
• Legitimate interests: To improve our services, maintain records, handle complaints and protect our legal rights
• Marketing (with consent only): To send you occasional newsletters or promotional offers about our services (you can opt out at any time)

4. Legal Basis for Processing (UK GDPR)

We rely on the following legal bases for processing your data:

• Consent: Where you have given explicit consent (e.g., for marketing communications)
• Contract: Where processing is necessary to perform a contract with you
• Legal obligation: Where we must comply with applicable laws (e.g., tax records)
• Legitimate interests: Where processing is necessary for our legitimate business interests, provided your rights do not override those interests

5. Data Retention

We retain your personal data only for as long as necessary:

• Active customer data: Retained for 7 years after completion of work (for warranty, insurance and legal purposes)
• Enquiry data (no contract): Retained for 2 years from date of enquiry
• Marketing data: Retained until you withdraw consent or unsubscribe
• Call recordings: Retained for 12 months unless needed for dispute resolution

6. Sharing Your Data with Third Parties

We may share your data with the following categories of third parties:

• Subcontractors: Specialist tradespeople where required for specific repair work
• Insurance companies: When handling insurance claims related to property damage
• IT service providers: CRM systems, hosting providers, email services
• Professional advisors: Accountants, lawyers and regulatory bodies where required by law
• Managing agents/freeholders: Where work is being carried out in managed buildings

We do not sell your personal data to third parties. All third-party processors are required to comply with UK GDPR and maintain appropriate security measures.

7. Your Data Protection Rights

Under UK GDPR, you have the following rights:

• Right of access: Request a copy of the personal data we hold about you
• Right to rectification: Request correction of inaccurate or incomplete data
• Right to erasure: Request deletion of your data in certain circumstances
• Right to restrict processing: Request limitation of how we use your data
• Right to data portability: Request transfer of your data to another provider
• Right to object: Object to processing based on legitimate interests or for marketing
• Right to withdraw consent: Withdraw consent at any time where we rely on consent for processing

To exercise any of these rights, contact us at [email protected]. We will respond within 30 days.

You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.

8. Data Security

We implement appropriate technical and organisational measures to protect your personal data:

• Encrypted website (HTTPS/SSL)
• Secure cloud-based CRM with access controls
• Regular staff training on data protection
• Restricted access to personal data on a need-to-know basis
• Secure disposal of data when no longer required

9. Cookies

Our website uses cookies to improve user experience and analyse site traffic. For detailed information about our use of cookies, please see our separate Cookie Policy.

10. International Data Transfers

Your data is primarily processed within the UK. Where we use service providers outside the UK (e.g., cloud hosting), we ensure appropriate safeguards are in place, such as EU-approved Standard Contractual Clauses.

11. Changes to This Policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page with an updated revision date. We encourage you to review this policy periodically.

12. Contact Us

If you have any questions about this Privacy Policy or our data practices, please contact us:

Email: [email protected]
Phone: 07458 148224
Post: Data Protection Officer, My Trusted Builder Ltd, [Registered Office Address]