Privacy Policy

1. Introduction

Lewisham Emergency Repairs ("we", "us", "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, and safeguard your personal data in compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Data Controller: My Trusted Builder Ltd (Company No. 15826076)
Contact: +44 7458 148224
Email: [email protected]

2. Information We Collect

2.1 Personal Information You Provide

• Contact form data: Name, telephone number, email address, property address
• Phone call data: Call recordings (if applicable), call logs, notes from conversations
• Service information: Details about your property, the nature of the emergency, access requirements
• Payment information: Billing details, transaction records

2.2 Technical Information Collected Automatically

• Device information: IP address, browser type, operating system
• Usage data: Pages visited, time spent, referral source
• Cookies: See our Cookie Policy for details

3. How We Use Your Data

We process your personal data for the following purposes:

• Service delivery: To respond to emergency calls, assess situations, dispatch tradespeople, and complete repairs
• Contract performance: To fulfil agreements made with you
• Communication: To contact you about your enquiry, provide updates, and follow up on completed work
• Billing: To process payments and maintain financial records
• Quality assurance: To monitor service quality and handle complaints
• Legal compliance: To meet regulatory and legal obligations

4. Legal Basis for Processing (UK GDPR)

• Consent: For marketing communications and non-essential cookies
• Contract: For processing necessary to perform our service agreement with you
• Legitimate Interest: For fraud prevention, network security, and direct marketing (where balanced with your rights)
• Legal Obligation: For compliance with tax, insurance, and regulatory requirements

5. Data Retention

We retain personal data only as long as necessary:

• Customer records: 7 years from last interaction (for tax and warranty purposes)
• Enquiry records (no service): 2 years
• Call recordings: 12 months (unless required for dispute resolution)
• Website analytics: 14 months (Google Analytics)
• Marketing contacts: Until consent is withdrawn

6. Data Sharing with Third Parties

We may share your data with:

• Tradespeople and subcontractors: To carry out emergency repairs
• Insurance companies: When handling insurance-backed claims
• IT service providers: Hosting, CRM, email delivery services
• Payment processors: To process card payments
• Legal and regulatory bodies: When required by law

All third parties are contractually bound to protect your data and process it only on our instructions.

7. Your Data Protection Rights

Under UK GDPR, you have the right to:

• Access: Request a copy of your personal data
• Rectification: Request correction of inaccurate data
• Erasure: Request deletion of your data ("right to be forgotten")
• Restriction: Request limitation of processing
• Data portability: Receive your data in a structured, machine-readable format
• Objection: Object to processing based on legitimate interest
• Withdraw consent: Withdraw consent at any time (where processing is consent-based)

To exercise these rights, contact us at [email protected] or call 07458 148224.

8. Right to Complain

You have the right to lodge a complaint with the Information Commissioner's Office (ICO):

ICO Helpline: 0303 123 1113
Website: www.ico.org.uk

9. Data Security

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

• Encryption of data in transit (SSL/TLS)
• Secure storage systems with access controls
• Staff training on data protection
• Regular security reviews and updates

10. Cookies

Our website uses cookies. For detailed information, please see our Cookie Policy.

11. Changes to This Policy

We may update this Privacy Policy from time to time. The latest version will always be available at this URL.

12. Contact Us

For any questions about this Privacy Policy or our data practices:

Lewisham Emergency Repairs
My Trusted Builder Ltd
Company No. 15826076
Tel: 07458 148224
Email: [email protected]