Privacy Policy

Privacy Policy

Last updated: April 1st 2026

1. Who we are

This website is operated by Integral Heating & Plumbing (“Integral”, “we”, “us”, “our”).

We are committed to protecting your privacy and handling your personal information fairly, lawfully and transparently.

2. What this policy covers

This Privacy Policy explains how we collect, use, store and protect personal information when you:

  • visit our website;
  • submit an enquiry;
  • request a quote;
  • book our plumbing or heating services;
  • contact us by phone, email or contact form; or
  • otherwise interact with us as a customer or potential customer.

3. The personal information we may collect

We may collect and process the following types of personal information:

  • your name;
  • your address and postcode;
  • your telephone number;
  • your email address;
  • details about your enquiry, property, heating or plumbing issue;
  • appointment, quotation and job history;
  • records of communications with you;
  • payment and invoicing information where relevant;
  • website usage data, IP address and cookie-related information;
  • any other information you choose to provide to us.

4. How we collect your information

We may collect personal information:

  • directly from you when you complete a form or contact us;
  • when you request a quote or book work;
  • when you speak to us by phone or email;
  • automatically through cookies and similar technologies on our website;
  • from trusted service providers who support our website, systems or operations.

5. How we use your information

We use your personal information to:

  • respond to enquiries;
  • provide quotations;
  • arrange appointments, surveys, repairs, servicing and installations;
  • manage customer records and job history;
  • process payments and maintain accounts;
  • improve our website, services and customer experience;
  • comply with legal, regulatory, insurance and tax obligations;
  • send service-related communications;
  • send marketing communications where you have asked to receive them or where we are otherwise permitted to do so.

6. Our lawful bases for processing

Depending on the circumstances, we rely on one or more of the following lawful bases:

  • Contract – where processing is necessary to provide a quote, book work, or carry out our services.
  • Legitimate interests – where it is reasonable for us to use your information to run and improve our business, respond to enquiries, manage operations, and protect our website and services.
  • Legal obligation – where we must keep records or disclose information to comply with applicable law, taxation, accounting, insurance or regulatory requirements.
  • Consent – where consent is required, such as for certain cookies or certain marketing communications.

7. Marketing

We may send you updates about our services where you have opted in, requested them, or where we are otherwise permitted to contact you under applicable law.

You can opt out of marketing at any time by:

  • clicking the unsubscribe link in any marketing email;
  • replying asking us to stop; or
  • contacting us using the details above.

We do not sell your personal information.

8. Sharing your information

We may share your information only where reasonably necessary, including with:

  • our employees, engineers and approved subcontractors;
  • website hosting, email and IT service providers;
  • payment, accounting or bookkeeping providers;
  • analytics or website support providers;
  • professional advisers such as accountants, insurers, legal advisers or auditors;
  • regulators, law enforcement or public authorities where required by law.

We require service providers acting on our behalf to handle personal information securely and only for appropriate purposes.

9. How long we keep your information

We keep personal information only for as long as reasonably necessary for the purposes set out in this policy.

As a general guide, we may keep:

  • enquiry records for up to 12 months;
  • quotation records for up to 24 months;
  • customer and job records for up to 6 years after completion of works;
  • financial and invoicing records for as long as required for accounting, tax and legal purposes;
  • marketing records until you unsubscribe or ask us to stop.

We may keep information for longer where necessary to establish, exercise or defend legal claims, or to comply with legal obligations.

10. Cookies and website technologies

Our website may use cookies and similar technologies to keep the site secure, improve performance, remember preferences and understand how visitors use the site.

For more detail, please see our Cookie Policy below.

11. International transfers

Some of our website or IT providers may process information outside the United Kingdom.

Where this happens, we will take reasonable steps to ensure appropriate safeguards are in place so that your personal information remains protected.

12. Your data protection rights

Depending on the circumstances, you may have the right to:

  • request access to the personal information we hold about you;
  • request correction of inaccurate or incomplete information;
  • request erasure of your information;
  • request restriction of processing;
  • object to certain processing;
  • request transfer of your information where applicable;
  • withdraw consent where we rely on consent.

If you would like to exercise any of these rights, please contact us using the details in this policy.

We will respond in line with applicable data protection law.

13. Complaints

If you have a concern about how we use your personal information, please contact us first so we can try to resolve it.

You also have the right to complain to the Information Commissioner’s Office (ICO).

14. Security

We take reasonable technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

However, no website or online system can ever be guaranteed completely secure.

15. Third-party links

Our website may contain links to third-party websites. We are not responsible for the privacy practices of those external websites, and you should review their own privacy policies.

16. 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.