Privacy Policy

Here at Aqua we know how important it is to keep your personal data safe, that’s why we’re committed to making sure that you receive the service you’d expect and that your privacy is protected every step of the way.

In this notice you’ll discover exactly what information we collect from you and how we then use this to deliver our services, as well as your rights. It might not be something you’re interested in, but it’s really important you have a read and of course, let us know if you have any questions.

Aqua Plumbing & Heating Services Limited is part of the HomeServe Group. The HomeServe Group (‘we’ and ‘us’) means HomeServe plc, together with any entity in which HomeServe plc directly or indirectly has at least a 50% shareholding. HomeServe plc uses a variety of well-known brand and trading names including (but not limited to): HomeServe Membership Ltd, Checkatrade, Help-Link, HomeServe Heating, HomeServe Connect and HomeServe Labs. We may transfer your personal information among the members of the HomeServe Group for the purposes contemplated in this privacy notice.

What information do we collect?

When you buy a product or service through us, we’ll collect some of your personal details, to make sure you have everything you need to make the most of our services. Please rest assured that we’ll only use this for administering your contract and to support the delivery of the services or products you’ve asked for.

Examples of the types of personal information we usually collect are:

• Name
• Address
• Telephone number (including mobile)
• Email address
• Payment details (Direct Debit, credit/debit card number)
• Property type (flat, house etc.)
• Boiler details (make, model and location)
• P. address for your device (if visiting our website)
• Once you are a customer of ours, we record information about the types of services and products we provide to you
• Where you opt-out of receiving marketing information from us, we will keep a record of this

The information requested during the application process is required to complete the sale of the product on offer. If any of the data is missing from the application form or is incorrect, we may not be able to process your request.

Our legal basis for using your data

In most circumstances, we use the personal data you provide to us in order to perform our contract with you and to provide you with the products and/or services that you have decided to purchase from us.

We also have a legitimate interest in telling you about our products and services where we think that you may benefit from them.  To do this, we may use your personal data to send you information about our products and services which is based on your individual needs and requirements based on the information we hold about you.  More information about this is set out in the “We’ll always keep you in the loop” section below.

We rely on your consent when using cookies to understand how visitors use the website, to help us make sure it is working properly and make improvements when we need to. We also rely on our legitimate interests to use ‘strictly necessary’ cookies, which are necessary for the website to work properly.

Keeping and storing your data

We keep a copy of your personal details for no longer than is necessary. We will process your data while providing services to you, in line with the purposes explained in this notice. We will also retain your data after your relationship has ended with us, in order to keep accurate records for tax, regulatory purposes and to handle any future complaints.

Sharing your data with third parties

We respect your privacy and that’s why we don’t give your data to any third parties for marketing purposes. However we may pass your information to a limited number of third parties for the following reasons:

• To register guarantees and installations with manufacturers and regulators
• For legal or regulatory purposes including fraud prevention
• If we buy or sell any business or company assets

We’ll always keep you in the loop

We would like to remind you when your boiler its due its annual service by email or telephone, to help you maintain any warranties and have peace of mind your boiler is working safely and efficiently. If you do not want us to remind you, please let us know using the contact details in the ‘your rights matter’ section below.

Your rights matter

If you’d like to see the personal information that we hold about you, you can request a copy any time. If you find that this information is incorrect you can ask for it to be updated. Or, if you believe the information is being processed without a legal basis, you can ask us to stop or request that it’s deleted from our systems.

To action any of the above, send an email to: [email protected]

or alternatively you can write to us at:

Aqua Plumbing & Heating & Services Limited
Anchor House
The Shipyard
Bath Road
Lymington
SO41 3YL

We won’t ever charge you for a copy of your personal data but we may ask you for proof of your identity before we disclose any information. Once we’ve seen this, we’ll send you a copy of the personal data we hold within one month.

Contact us

General Enquiries/Data Controller

Aqua Plumbing & Heating & Services Limited
Anchor House
The Shipyard
Bath Road
Lymington
SO41 3YL

Tel: 01590 671875

email: [email protected]

Got any worries?

If, at any time, you feel that we haven’t processed your data fairly or you’re not satisfied with how we’ve handled your personal information, you can refer your concern to HomeServe’s Data Protection Officer, who will look into the matter for you. You can contact them using the details below.

Data Protection Officer

Legal Services

HomeServe PLC

Cable Drive

Walsall

WS2 7BN

Email: [email protected]

Alternatively, you can contact the Information Commissioners Office, who will look into this for you. For full details about how to share any concerns you may have, visit www.ico.org.uk/make-a-complaint/

Links to other Websites

Any links to other websites are provided solely as pointers to information on topics that may be useful to the users of our website. Please remember that when you use a link to go from our website to another website, this privacy notice will no longer apply. Your browsing and interaction on any other website, including those which have a link on our website, are subject to that site’s own rules and policies. We recommend that you read the rules and policies relation to that website before submitting any personal information.

Updates

This notice will be updated from time to time and we recommend that you check back regularly but we will notify you of any changes through our website. The version number and date released will always be listed below:

Version number: 1

Date released: May 2021