Privacy Policy

Last updated 20 October 2026

This Privacy Policy explains how MS HEATING AND PLUMBING collects, uses, stores and protects personal information.

MS HEATING AND PLUMBING is the trading name of MS HEATING AND PLUMBING (MIDLANDS) LTD.

Registered office:
Office 1, Izabella House,
24-26 Regent Place,
City Centre,
Birmingham,
B1 3NJ.

Company registration number: 17281448

Website: www.msheatingandplumbing.co.uk
Email: info@msheatingandplumbing.co.uk

For the purposes of data protection law, MS HEATING AND PLUMBING (MIDLANDS) LTD is the data controller for the personal information we collect and use.

1. Personal Information We Collect

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

customer name;
property address;
billing address;
telephone number;
email address;
WhatsApp messages, SMS messages and call records;
website enquiry details;
job application details, CVs and supporting documents;
job descriptions and customer instructions;
photos and videos supplied by the customer;
photos and videos taken by us during work;
quotation and invoice details;
payment records;
job history;
engineer notes;
property access details;
landlord, tenant, agent or occupier details;
complaint details;
review and feedback information;
insurance-related information where relevant;
information required for gas, plumbing, heating, safety or compliance purposes.

We may also collect limited technical information when you use our website, such as IP address, browser type, device information, cookie data and website usage information.

2. How We Collect Information

We may collect personal information when you:

contact us by phone;
contact us by WhatsApp, SMS or email;
complete a website form;
apply for a job through our website;
request a quotation;
book an appointment;
send photos or videos;
allow us to attend a property;
receive an invoice;
make payment;
leave a review;
make a complaint;
communicate with us through social media;
deal with us through a landlord, tenant, agent, insurer or third party.

We may also receive information from third parties where it is relevant to the work, such as landlords, tenants, managing agents, insurers, subcontractors, suppliers, payment providers, review platforms or professional advisers.

3. Why We Use Your Information

We use personal information for the following purposes:

to respond to enquiries;
to provide quotations and estimates;
to arrange appointments;
to carry out inspections, diagnostics, repairs, servicing, installations and reports;
to communicate with customers before, during and after work;
to send invoices and payment reminders;
to process payments;
to keep job records;
to evidence work carried out;
to protect against false, exaggerated or misleading claims;
to deal with complaints;
to comply with legal, tax, accounting, insurance and regulatory obligations;
to maintain safety and compliance records;
to improve our services;
to request feedback or reviews;
to manage our website and business systems;
to protect our legal rights.

4. Lawful Basis for Using Personal Information

We only use personal information where we have a lawful basis to do so.

Depending on the situation, our lawful basis may include:

Contract
We use information to provide quotations, arrange bookings, carry out work, issue invoices and provide customer service.

Legal obligation
We may use information to comply with tax, accounting, gas safety, regulatory, insurance or legal requirements.

Legitimate interests
We may use information for business administration, job records, complaint handling, fraud prevention, protection against false claims, improving our services and maintaining accurate records.

Consent
We may rely on consent for certain marketing activities or where we ask permission to use identifiable images, videos or testimonials.

5. Photographs and Videos

We may take photographs and videos before, during and after work.

These may be used for:

recording the condition of the property;
documenting work carried out;
preparing quotations;
supporting invoices;
technical assessment;
quality control;
engineer training;
complaint handling;
insurance evidence;
protecting the business against false or misleading claims;
legal purposes where necessary.

Where possible, we will avoid capturing unnecessary personal information.

We may use non-identifiable photos or videos for marketing, training, website content or social media. Where an image clearly identifies a customer or private personal details, we will seek consent where required.

Customers should tell us before work starts if there is any specific reason why photographs or videos should not be taken, although we may still need to take reasonable job-record images for evidence, safety, legal or insurance purposes.

6. Website Enquiries and Online Forms

When you send an enquiry, a booking request or a “Get this offer” form through our website, we collect the information you give us so we can reply and provide our services. This may include your name, phone number, email address, postcode, the service you need, the best time to call, your message and any photos you attach.

The form is emailed to our team, and we send you an email to confirm we’ve received it. We keep the email in our business email system as the record of your enquiry. The website itself doesn’t store your form.

To stop automated spam, our forms use Cloudflare Turnstile, which checks that a person, not a program, is sending the form. It doesn’t use cookies to track you.

7. Job Applications

If you apply for a job through our website, we collect the information you give us: your name, phone number, email address, the role, your experience, your answers to our questions, your message, your CV, and any insurance or other documents you attach.

We use this only to consider your application and, if it goes further, to contact you about interviews or a job offer. Our lawful basis is taking steps at your request before a possible contract of employment, and our legitimate interest in recruiting the right people.

Only the people involved in recruitment see your application. If your application is unsuccessful, we delete it, including your CV and documents, after 6 months. If you tick the box to keep it on file, we keep it for up to 2 years so we can contact you about future vacancies, and then delete it. Keeping it on file is based on your consent: you can ask us to delete it at any time. If you work with us, as an employee or a subcontractor, your application and our communications with you become part of your staff or contractor record. We keep it for as long as you work with us and for 6 years after, for legal, tax and insurance reasons.

8. Payments and Invoices

We may process payment and invoice information to receive payment, maintain accounts, issue receipts, manage debt recovery and comply with tax obligations.

We do not intentionally store full card details unless handled through a secure payment provider.

Payment providers may process your information under their own privacy terms.

9. Sharing Personal Information

We may share personal information where necessary with:

engineers and staff;
subcontractors and specialist contractors;
suppliers and manufacturers;
accountants and bookkeepers;
payment providers;
customer management software providers;
IT and website service providers;
review platforms;
insurers;
debt recovery agents;
solicitors or legal advisers;
regulators or authorities where legally required;
landlords, tenants, agents or insurers where relevant to the job.

We only share information where it is necessary and appropriate.

The website uses these service providers, which handle personal information only to provide their service to us:

Cloudflare (hosting the website and the Turnstile spam check). Like any website host, it processes your IP address and basic browser details when you visit;
Resend (sending the form emails to our team and your confirmation email);
Google (our business email, where form emails arrive; Google Analytics, only if you accept cookies);
Trustindex (showing our Google reviews on the website);
MailerLite (our newsletter, only if you sign up);
Sanity (where the website’s text and pictures are kept; it doesn’t hold your form details).

Some of these providers are based in, or may access information from, outside the UK, such as the United States. Where that happens, we rely on the safeguards UK data protection law requires, such as UK adequacy regulations or standard data protection clauses.

10. Customer Reviews and Testimonials

If you leave a review, it may be visible publicly depending on the platform used.

We may refer to reviews in our marketing, website or social media. Where possible, we will avoid publishing private personal details.

If you provide a testimonial directly to us, we may ask for permission before using it in a way that identifies you.

11. Marketing

We may contact existing customers about similar services, reminders, offers or updates where allowed by law.

You can opt out of marketing messages at any time by contacting us.

We will not sell your personal information to third parties.

If you sign up to our newsletter, we use your email address to send it, through MailerLite. Every newsletter has an unsubscribe link, or you can ask us at info@msheatingandplumbing.co.uk.

12. How Long We Keep Information

We keep personal information only for as long as reasonably necessary.

The length of time depends on the type of information and the reason it is held.

For example, we may keep:

enquiry records for a reasonable business period;
website form emails for a reasonable business period, as with other enquiry records;
job applications, CVs and documents from unsuccessful applicants for 6 months, or up to 2 years if you ask us to keep your application on file (see Job Applications);
staff and subcontractor records, including their application and our communications with them, for as long as they work with us and for 6 years after;
job records, invoices and accounting records for tax and legal purposes;
gas, safety or compliance records where required;
photos, videos and work evidence where needed for warranty, complaint, insurance or legal protection;
complaint records for as long as necessary to protect our position.

Where information is no longer required, we will delete it, anonymise it or securely archive it where appropriate.

13. Security

We take reasonable steps to protect personal information from unauthorised access, loss, misuse or disclosure.

This may include using secure systems, password protection, restricted access, reputable software providers, secure backups and staff awareness.

No method of electronic storage or communication is completely secure, but we take reasonable care to protect the information we hold.

14. Your Rights

Under data protection law, you may have rights including:

the right to access your personal information;
the right to correct inaccurate information;
the right to ask for information to be deleted in certain circumstances;
the right to object to certain uses;
the right to restrict processing in certain circumstances;
the right to data portability in certain circumstances;
the right to withdraw consent where processing is based on consent;
the right to complain to the Information Commissioner’s Office.

Some rights are subject to legal limits. We may need to keep certain information for legal, tax, insurance, complaint, safety or contractual reasons.

15. Subject Access Requests

If you want a copy of the personal information we hold about you, please contact us in writing.

We may ask for proof of identity before releasing information.

We will respond within the timescale required by data protection law.

16. Complaints About Data Use

If you have concerns about how we use your personal information, please contact us first so we can try to resolve the issue.

Contact:
MS HEATING AND PLUMBING
Office 1, Izabella House,
24-26 Regent Place,
City Centre,
Birmingham,
B1 3NJ.

Email: info@msheatingandplumbing.co.uk

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

17. Cookies

Our website uses cookies that aren’t essential, such as Google Analytics, only if you accept them in the cookie banner. Google Analytics tells us how visitors use the website (for example, which pages are visited), so we can improve it. If you decline, these cookies aren’t set.

You can change your choice at any time through the cookie settings link at the bottom of every page, and you can usually control cookies through your browser settings.

18. Changes to This Privacy Policy

We may update this Privacy Policy from time to time.

The latest version will be published on our website.