Privacy Policy

This Privacy Policy sets out how Drainage & Plumbing Ltd handles your personal information when you use our website or book our drainage services across South East England. We've written this Privacy Policy in plain English, kept the legal jargon to a minimum, and structured it so you can find exactly what you need. If anything here is unclear, you're welcome to contact us on 07771 200075 or return to our homepage.

Who We Are

Drainage & Plumbing Ltd operates the website drainage-plumbing.co.uk and provides drainage and plumbing services across South East England, including South London, Surrey and Sussex. For the purposes of the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, we are the data controller responsible for your personal information.

Our contact details for all data-related enquiries are set out at the end of this Privacy Policy. If you have any questions about how we handle your data — or would like to exercise any of your rights — please get in touch and we will respond promptly.

What Personal Data We Collect

We only collect personal data that is genuinely necessary for the purposes described in this policy. The type of information we collect depends on how you interact with us.

Information You Provide Directly

When you contact us, make a booking, or submit an enquiry, we may collect:

• Your full name
• Your home or business address (to carry out the service)
• Your telephone number
• Your email address
• Details about your drainage or plumbing problem
• Any other information you choose to include in your message

Information Collected Automatically

When you browse our website, certain technical data is collected automatically by our systems and third-party tools:

• Your IP address and approximate geographic location
• Browser type, version, and operating system
• Pages visited, time spent on each page, and links clicked
• Referring website (the site that brought you to ours)
• Device type (desktop, mobile, or tablet)

Information From Third Parties

On occasion we may receive information about you from third-party sources — for example, if a property manager or landlord books a service on your behalf, or if you find us through a referral partner. In such cases, we handle that data with the same care as information you provide directly.

How We Use Your Personal Data

We use your personal data for specific, legitimate purposes. We do not sell your information to third parties, and we do not use it for any purpose that would be incompatible with the reason it was originally collected.

We will never use your data for automated profiling or automated decision-making that produces legal or similarly significant effects on you.

Our Legal Basis for Processing

Under UK GDPR, every organisation that handles personal data must have a lawful basis for doing so. We rely on the following bases, depending on the context:

• Contract — processing is necessary to provide the drainage or plumbing service you have requested or booked.
• Legitimate interests — we have a genuine business interest in responding to enquiries, improving our services, and communicating with customers, provided this does not override your rights.
• Legal obligation — some data must be retained to comply with tax, accounting, or other statutory requirements.
• Consent — where we rely on consent (for example, for certain marketing communications), you may withdraw it at any time without affecting the lawfulness of prior processing.

If you would like to know which legal basis applies to a specific use of your data, you are welcome to contact us and we will explain clearly.

Who We Share Your Data With

We do not sell, rent, or trade your personal data. As stated throughout this Privacy Policy, we share it only in the limited circumstances described below, and only with organisations that are required to handle it securely and lawfully.

• Service delivery partners — sub-contractors or engineers who need your address and job details to attend a callout on our behalf.
• IT and hosting providers — companies that host our website or provide customer management software. These are bound by data processing agreements.
• Analytics providers — services such as Google Analytics, which process anonymised usage data to help us understand how the site is used.
• Legal and regulatory authorities — where we are required by law to disclose information, for example to HMRC or in response to a court order.

Cookies and Tracking Technologies

Our website uses cookies — small text files stored on your device — to make the site work properly and to help us understand how visitors use it. We use the following categories of cookies:

• Strictly necessary cookies — essential for the website to function. These cannot be disabled.
• Analytics cookies — used by Google Analytics to collect anonymous information about pages visited and time spent. This helps us improve the site. These are only set with your consent.
• Functional cookies — remember your preferences (such as contact form data you have entered) to improve your experience.

When you first visit our website, a cookie notice will appear. You can choose which non-essential cookies to accept. You may also manage or delete cookies at any time through your browser settings — please note that disabling certain cookies may affect how the site functions.

For detailed information about managing cookies in your browser, the All About Cookies website provides straightforward guidance for all major browsers.

How Long We Keep Your Data

We retain personal data only for as long as is necessary for the purposes for which it was collected, or as required by law. Our general retention periods are as follows:

Once the relevant retention period expires, data is securely deleted or anonymised so it can no longer be linked to you.

Your Rights Under UK GDPR

Under the UK GDPR and the Data Protection Act 2018, you have a number of rights in relation to the personal data we hold about you. These rights are genuine and enforceable — we are committed to honouring them promptly.

• Right of access — you can request a copy of the personal data we hold about you (a Subject Access Request). We will respond within one calendar month.
• Right to rectification — if any information we hold is inaccurate or incomplete, you can ask us to correct it.
• Right to erasure — in certain circumstances, you can ask us to delete your personal data. This is sometimes called the "right to be forgotten."
• Right to restrict processing — you can ask us to pause the processing of your data in specific situations, for example while a dispute is being resolved.
• Right to data portability — where processing is based on your consent or a contract, you can request your data in a structured, machine-readable format.
• Right to object — you have the right to object to processing based on legitimate interests or for direct marketing purposes.
• Right to withdraw consent — where we rely on consent, you may withdraw it at any time. This will not affect anything we have already done based on that consent.

To exercise any of these rights, please contact us using the details below. We may need to verify your identity before proceeding. There is no charge for most requests.

How We Protect Your Data

We take the security of your personal data seriously, and this Privacy Policy reflects the technical and organisational measures we have put in place to protect against unauthorised access, accidental loss, alteration, or disclosure.

• Our website uses HTTPS encryption to protect data in transit
• Access to personal data is restricted to staff who genuinely need it to do their job
• Third-party suppliers who process data on our behalf are bound by data processing agreements
• We carry out periodic reviews of our data handling practices

While we take all reasonable steps to protect your information, no method of transmission over the internet is completely secure. If you become aware of any potential security issue relating to our website, please notify us immediately.

In the unlikely event of a personal data breach that poses a risk to your rights and freedoms, we will notify the ICO within 72 hours and, where required, inform affected individuals without undue delay.

Links to Other Websites

Our website may include links to external websites — for example, to industry bodies such as Water UK or to trusted reference sources. These websites operate under their own privacy policies, and we have no control over how they handle your data.

We encourage you to read the privacy policy of any external website you visit through a link on our site. The presence of a link does not constitute our endorsement of the site or its privacy practices.

Children's Privacy

Our services are intended for adults. We do not knowingly collect or process personal data from anyone under the age of 18. If you believe we have inadvertently collected information from a child, please contact us and we will delete it promptly.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or the services we offer. When we make significant changes, we will update the "Last updated" date at the top of the policy and, where appropriate, notify you directly.

We encourage you to review this page periodically so that you are always aware of the most current version. Your continued use of our website or services after any changes take effect constitutes your acknowledgement of the updated policy.

How to Contact Us About Your Data

If you have any questions about this Privacy Policy, wish to exercise your data rights, or want to make a complaint, please contact us using any of the following:

• Email: support@drainage-plumbing.co.uk
• Phone: 07771 200075 — available 24/7
• Post: Drainage & Plumbing Ltd, Croydon, London, United Kingdom

We aim to respond to all data-related requests within 30 days. If your request is complex or you have submitted multiple requests, we may extend this period by a further two months, in which case we will notify you. You can also learn more about our drainage services across South East England.