Privacy Policy

Our Privacy Policy

We’ll collect certain personal information from you when you access or use any of our products or services, and during any process to sign up, change or cancel your products and services.

The purpose of our privacy policy is to let you know:
1. The information we collect, why we collect it and who we share it with.
2. How we store and protect your information
3. Your legal rights and how the law protects you.

1. The information we collect, why we collect it and who we sure it with.

The way in which we capture your information will depend on the type of customer you are. The different categories of customer are detailed below.

       A. Unfunded Customers (also known as “private customers” or “able to pay”).

These are customers who are interested in accessing our services but who are not eligible to receive any funding. Usually you will get directly in touch with us through our website or by telephoning us. This may be the installation of heating or insulation measures, servicing or repairs or energy savings advice. Generally speaking we will obtain only information that is relevant to the service you have requested. This will be your name, address, contact details and a record of the services you require. We collect your information mainly to get in touch with you to arrange surveys and visits where necessary to undertake the work requested. If you choose to continue with the installation of your chosen measure after quotation and survey stage we will retain your basic information in addition to any details of the services you have received and details of any guarantees offered. We use a select number of subcontractors, if we use a subcontractor to undertake your work we will share enough information with them to undertake the work required. We will let you know at the time if we will use a subcontractor. We will keep your information in order to manage any complaints, and to enable us to rectify any issues relating to workmanship. We will retain your information for 7 years.

B. Directly Funded Customers (ECO).

These are customers who may be eligible for a number of measures who directly access our installation services. Usually we will receive your information through our website, after you have telephone us or after we have been provided with your details by a third party. Third parties may include door to door sales people with whom we have a data sharing agreement or sales companies running websites that you will have contacted directly. The information required to process a funding application is greater than it is for Unfunded Customers. This is because funding schemes require us to demonstrate your eligibility for the scheme. This is usually through evidence that you receive a qualifying benefit. We will always endeavour to request and retain the minimum amount of information required to comply with scheme rules. Information that we will record is Name, Address, date of birth, benefits that you receive and details about the efficiency of your home, these details are to help us make sure we are getting the correct amount funding for you and to help the energy company and Ofgem reduce the risk of fraud. We collect your information mainly to get in touch with you to arrange surveys and visits where necessary to undertake the work requested. We may send your name, address and date of birth to the “Energy Savings Trust” who will send this information to the Department for Work and Pensions. This is to check if you are entitled to receive funding under this scheme. Using this route allow us to collect and share the minimum amount of information about you as possible and means we will not have to store any of your benefit data. If we do have to collect information about your benefits and this information contains details about your personal medical history we will ask you to sign a special consent form. If you choose to continue with the installation of your chosen measure after quotation and survey stage we will retain your basic information in addition to any details of the services you have received and details of any guarantees offered. We use a select number of subcontractors, if we use a subcontractor to undertake your work we will share enough information with them to undertake the work required. We will let you know at the time if we will use a subcontractor. We will keep your information in order to manage any complaints, and to enable us to rectify any issues relating to workmanship. We will share your information with a utility company or funding partner and may share your information with an independent inspection company to ensure the ongoing quality of our work. We will let you know by post who has received your information and where you can locate their privacy policy, the company may also contact you to let you know they have received your information. Some of your information will also be shared with Ofgem who administrates the scheme. This is to ensure that scheme is run correctly full details can be found on the Ofgem ECO Privacy Policy (see below). We will retain your information for 7 years.

      C. Indirectly Funded customers.

Customers who may receive ECO measures through a third party installation partner who receives their funding via our Managing Agency service. You will have received an energy efficiency product that is eligible for ECO funding via a PAS2030 accredited installation company. We provide installation companies with funding that we receive from the energy companies. These companies will provide us with information relating to the installation of the measure. We will use documents that you have signed (such as a handover document) along with details of any warranties, details and evidence of benefits that you receive (where necessary) and survey documents. We will also receive pictures of your home. This is necessary for us to process your funding, to ensure that you have received the correct level of funding, to reduce the risk of fraud and to monitor the quality of the work undertaken by our installation partners. We will share your information with a utility company or funding partner and may share your information with an independent inspection company to ensure the ongoing quality of our work. We will let you know by post who has received your information and where you can locate their privacy policy, the company may also contact you to let you know they have received your information. Some of your information will also be shared with Ofgem who administrates the scheme. This is to ensure that scheme is run correctly full details can be found on the Ofgem ECO Privacy Policy (see below). We will retain your information for 7 years.

      D. Landlords & Letting Agents.

We maintain relationships with many Landlords and letting agents for services provided to their properties or residents. We keep a record of addresses and landlord contact details to enable us to offer new services. If you would like to know what information we keep about you please contact us.

2. How we store and protect your information.

A. Unfunded Customers

Your information will be stored on our secure servers this includes our telephone calls which are recorded for training and quality purposes. This information is stored and backed up securely on servers located on site at our offices and backed up to a secure UK based data centre in Manchester. Any information that is stored physically will be filed securely in an alarmed and video monitored office.

B. Directly Funded Customers (ECO)

All of our directly funded customer data is stored using a fully GDPR compliant customer record management system called ECOSurv. This platform records and stores any information securely. You can see their privacy statement below.

     C. Indirectly funded Customers

We will receive your information via a secure file transfer system. We will keep it on these external systems for as little time as possible and transfer it to our own secure system.

3. Your legal rights and how the law protects you.

You have a number of rights set out under the general data protection requirements (GDPR). You can find out more at the Information Commissioner’s Office (ICO) website:  https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/individual-rights/.

• Right to be informed
You have the right to be informed about how and why we use your information, this privacy policy sets out what information we store, why we store it and why.
• Right to access
You have the right to access any information that we hold about you. You can contact us through our website or by phone tofind out what information we have about you. If we are not the data controller we will forward this information request to the relevant person.
• Right to rectification
We aim to keep our information as up to date as possible. If you find that we hold incorrect information about us let us know and we will update it.
• Right to erasure
You have the right to request that we remove your personal information. In many cases we may have a legal or regulatory obligation to retain your information. In these case we have the right to keep this information. You can however restrict what we do with it.
• Right to restrict processing
There are many reasons that w emay share your information. These are set out in this privacy policy. In some cases you can ask us to restrict what we do with your information
• Right to data portability
You have the right to receive information in a commonly readable format, we will always aim to provide you with information in a format that you can easily access
• Right to object
You have the right to object to your data being processed in some circumstances for example request that we do not contact you for direct marketing purposes.

4. Some useful Privacy Policies

Ofgem
https://www.ofgem.gov.uk/publications-and-updates/eco3-privacy-notice

British Gas
https://www.britishgas.co.uk/privacy-policy.html

nPower
https://www.npower.com/about-npower/privacy-policy/

EDF
https://www.edfenergy.com/terms-conditions/privacy-cookie-policy

Energy Savings Trust
http://www.energysavingtrust.org.uk/privacy