Privacy Policy
The Hawkins Partnership Limited (trading as THP Plumbing & Heating) takes the protection of your privacy and personal information seriously. As defined under The General Data Protection Regulation (GDPR), personal data is any information relating to a natural person that can be used to either directly identify that person, or indirectly identify them when the information is combined with other information.
We process (collect, record, store, share, delete) personal information where necessary to provide our services to our customers and for the business purposes as detailed in this Privacy Notice.
This Privacy Notice details what data we collect, what we do with it, and your rights with regards to your personal information.
Information We Collect and How We Use It:
The personal information that we collect may include, but is not limited to, the following:
- Name, address, telephone number, email address
- Enquiry/complaint information
- Surveys, servicing, and installation details, including the registration details of gas boilers fitted by us
If you are a customer of The Hawkins Partnership Limited, we use your personal data to:
- Provide a quote or service, as requested by you (e.g the repair, servicing or installation of a gas appliance)
- Arrange visits to your premises in order to carry out surveys or works
- Respond to and deal with any enquiries, complaints or rights requests
- To prevent fraud and manage any legal proceedings
- Manage insurance claims
- Manage our record keeping for accounting purposes
- Provide a reminder service for annual boiler servicing
If you are a supplier of The Hawkins Partnership Limited, we use your personal data to:
- Manage orders of materials we have purchased
- Manage the delivery, return and refund of any materials we have purchased
- Manage defective product rectifications and any liability arising from them
- Manage insurance claims
- Manage our record keeping for accounting purposes
- Respond to and deal with any complaints or right requests
If you provide a telephone number as a contact method and we make a call to you, your telephone number will form part of our telephone records. However, we do not record or monitor the contents of telephone calls.
In some instances, your personal information may have been provided to us by someone other than yourself, such as a relative, or your Landlord or Letting Agent.
Personal information about children:
We do not knowingly collect, process or store any personal information of, or relating to, children under the age of 16, as the services we supply are not relevant to this age group.
Lawful bases for processing this information:
Where your data is provided to us in order for us to fulfil a service to you, e.g provide a quote or perform a repair or service, we process this information under the lawful basis of a Contract.
Where your data is provided to us and is used for the creation and maintenance of our accounting records e.g creating an invoice, we do so under the lawful basis of a Legal Obligation as it is required by law and other regulations.
Where your data is used to provide you with an annual gas appliance service reminder, we do so under the lawful basis of a Legitimate Interest to ensure that you stay compliant with any manufacturers guarantees with regards to new boilers, or with Gas Safe regulations regarding gas appliance servicing under rental laws.
Who we share your information with:
We use third party processors to help us with the day to day running of the business and that which is required by law and regulations.
We share with these third parties only the information that is necessary for them to provide the service that we have used them for. These third parties are prohibited from using the information that we share with them for any other reason.
Your personal information may be shared with the following third parties:
- Accountancy and audit providers
- Local councils with regards to building regulations
- Tax authorities
- Gas Safe for legal compliance
- Product manufacturers for registrations of parts and labour warranties and/or guarantees
- Insurance companies
- Other professional service providers or advisors, including those to help us establish, exercise or defend our legal rights and property
- The emergency services, if we deem it necessary to ensure the safety of our staff and customers.
How long information is kept for:
Our contractual and legal obligations determine how long we keep your personal data for. For example, we must keep accounting records of all business transactions for 6 years from the end of the financial year that the transaction relates to. This is to enable us to comply with our legal obligations regarding record-keeping for tax and accounting purposes. We only hold information for as long as is necessary to fulfil the purposes we collected it for, including our legal or contractual obligations, at the end of which the data is either:
- manually deleted/destroyed
- kept, but modified so that only the information which is strictly needed to fulfil future obligations remains e.g if you request that we never engage with you in the future, we may hold your details which are necessary to prevent this from unintentionally happening
Sending data outside of the EU:
In order to manage the day to day running of the business, we may need to use services that are located outside the United Kingdom. This means that the personal information we hold about you may be transferred outside of the UK. In this instance, we only use trusted service providers who ensure that the information is protected by appropriate safeguards in line with EU law. This is done so by only processing data in countries recognised by the EU as an ‘adequate’ country (a safe country) to receive and process EU personal data, or by ensuring that appropriate safeguards that are prescribed by GDPR are in place by the entities involved. Data processing by third parties is only done so under instruction from us and in line with data protection obligations, as per their contracts. We only authorise third party service providers to use or disclose any information shared with them only as necessary to undertake the services that we have requested of them, or to comply with any legal obligations that the company has.
Cookies:
Cookies are pieces of data that are stored on your hard drive so that websites can recognise you when you visit. These can be in place to make the website work correctly or, in some cases, to analyse how a website is being used. You can find more information about Cookies on the Information Commissioner's Website, or on All About Cookies.
We use 'essential cookies' that are essential for our website to function as intended. We also use 'non-essential cookies' on our website to help us understand how the website is being used in order to provide visitors with a better experience. For example, a Cookie can help us to understand which pages a visitor views, and for how long, so that we can see what information is most useful to visitors. We can then develop the website based on this information to enhance user experience. Our website is built using Wix and we have not added any of Wix's business solutions, or third-party apps or third-party integrations (e.g. Google Analytics, Facebook Ads) outside of those which are in place by default. We use Wix's built in Analytics tool to review how our website is being used. You can view which essential cookies are placed on Wix sites here. If you are concerned about allowing Cookies to be stored on your device, you can refuse their use by declining all non-essential cookies through our Cookie Banner. This means that only Cookies that enable core functionality of the website, such as security and network management, are used.
Links to third party websites:
We have links on our website that lead to third party websites that are not owned or managed by us, but we believe to be useful to our customers. We are not responsible or liable for the content of these third party websites, nor of their security. Following these links will result in you leaving our website, and we therefore encourage you to carefully review any third party website's privacy policy before disclosing any personal information.
Access to Your Personal Information:
The GDPR rights for individuals are:
The right to be informed - by way of this Privacy Notice
The right of access - You can request access and receive a copy of your personal data, and other supplementary information.
The right to rectification - You can ask us to update your personal information that we hold if you believe it to be inaccurate or incomplete
The right to erasure - Also known as ‘the right to be forgotten’, in certain circumstances you can ask that we erase your data from our records.
The right to restrict processing - in certain circumstances, you can ask that we restrict or suppress the processing of your personal information
The right to data portability - You have the right to have the data that we hold about you moved, copied or transferred in a safe way to another organistation.
The right to object - You have the right to object to the processing of your personal data in certain circumstances.
Rights in relation to automated decision making and profiling - You have the right to object to automated decisions being made about you and/or profiling. Please note however, that The Hawkins Partnership does not use your personal data to make automated decisions about you or for profiling.
You can exercise your rights with regards to your personal data at any time by writing to:
The Hawkins Partnership Limited
2 Magnay Road
Drayton
Norwich
NR8 6BT
We aim to respond within one month of receiving a legitimate request. More complex requests may take more time to complete, and the response time can therefore be extended to ensure that we fulfil the request. In such cases, we will notify you of the extended response date and the reason for it within one month of receiving the request. If we are not able to fulfil your request, we will notify you of this and will provide you with an explanation as to why within one month of receiving the request. In some instances we may require proof of identity to fulfil a request, however this will be limited to what is strictly necessary for verification of identity.
Your right to complain:
If you are not satisfied with the way we are processing your personal information, please contact enquiries@thpplumbing.co.uk. You can also issue a complaint directly with the Information Commissioner's Office: https://ico.org.uk/make-a-complaint/
Changes to this Privacy Notice:
We may amend this Privacy Notice at any time to ensure that it accurately reflects the way we process your personal data and to ensure we comply with current regulatory requirements.
Please check this notice from time to time to ensure that you are aware of any updates we have made to how we process personal data. The date of the changes will be detailed in the 'Last Updated' statement below.
Last Updated: 1st October 2022