Privacy Policy

This policy explains what Trusted Gutter Solutions Ltd does with personal information about you. It applies to our website, to enquiries you send us by phone, email, WhatsApp or a social media lead form, and to work we carry out at your property.

Who we are

Trusted Gutter Solutions Ltd is the data controller for the information described in this policy. That means we decide how and why it is used, and we are responsible for looking after it.

Company	Trusted Gutter Solutions Ltd
Registered in	England and Wales, company number 14814747
Registered office	14 Chestnut Drive, Herne Bay, Kent CT6 7PP
ICO registration	CSN8882943
Email	info@trustedgutters.co.uk
Phone	01227 949 469

What we collect

We only ask for what we need to price your job, turn up at the right address and get paid.

• Your contact details — name, phone number, email address.
• The property address where the work is to be carried out, and whether you own or rent it.
• Photographs you send us of your gutters, roofline, roof or windows, which we use to prepare a fixed price. These may incidentally show your property, your garden and occasionally your neighbours’ properties.
• Messages between us — WhatsApp threads, texts, emails and notes of phone calls, kept so that what was agreed is on record.
• Job and payment records — what was done, when, what it cost, and whether it has been paid. We do not store your card details; payments are handled by our payment provider.
• Scheduling information if you are on a regular window cleaning round, so we can send your reminder the day before.
• Website information — basic technical data such as the pages you viewed, collected through cookies and similar technology. See Cookies below.

We do not deliberately collect special category data (such as health information) and we ask you not to send it to us. We do not knowingly collect information about children.

Where your information comes from

Usually you give it to us directly. We also receive it when you:

• submit a lead form on Facebook or Instagram. Meta passes us the details you entered on that form — typically name, phone number, email address and postcode. Meta processes that data under its own privacy policy before it reaches us;
• click a Google ad or submit a Google lead form, where Google likewise passes on the details you entered;
• message us on WhatsApp, which is operated by Meta and carries its own privacy terms;
• are recommended to us by an existing customer under our referral scheme, in which case we receive your name and contact details from them.

Why we use it, and our lawful basis

What we do	Lawful basis under UK GDPR
Prepare a quotation from your photographs and address	Steps taken at your request before entering a contract
Carry out the work, schedule visits, send day-before reminders	Performance of our contract with you
Invoice you and chase payment	Performance of our contract, and our legitimate interest in being paid
Keep accounting and tax records	Legal obligation
Deal with complaints, insurance claims or disputes	Our legitimate interest in defending our position
Contact past customers about a repeat clean or a seasonal offer	Our legitimate interest in retaining customers, or your consent where the law requires it. You can opt out at any time
Use a job photograph in our gallery, adverts or social media	Your consent. We ask first, and we do not publish anything that identifies your address

Who we share it with

We do not sell your information to anyone. We share it only where it is necessary to do the job:

• Specialist contractors we engage for part of a job, who receive only your name, address and what the work involves;
• Our scheduling, invoicing and accounting software providers, who store data on our behalf under contract;
• Our payment provider, who handles card payments directly — we never see or store the card number;
• Our accountant and, where necessary, our insurer;
• HMRC, regulators, or the courts, where we are legally required to disclose.

Sending information outside the UK

Trusted Gutter Solutions Ltd is managed in part from Australia, and some of the software we use stores data on servers outside the UK. Where personal information is transferred outside the UK, we rely on the UK Government’s adequacy regulations where they apply, or on the International Data Transfer Agreement or Addendum approved by the Information Commissioner. You can ask us for details of the safeguards in place for any particular transfer.

How long we keep it

• Enquiries that do not become jobs: 12 months from your last contact with us.
• Customer and job records: 6 years after your last job, so we can deal with follow-up questions and guarantee claims.
• Guarantee records for roofline replacement: for the length of the guarantee plus one year.
• Accounting records: six years after the end of the relevant financial year, as required by HMRC.

When a retention period ends we delete the information or anonymise it so it can no longer be linked to you.

How we protect it

Access is limited to the people who need it to do their job. Our devices are password-protected, our software accounts use strong passwords and two-factor authentication where it is offered, and we review who has access when someone joins or leaves. No system is perfectly secure, but if a breach occurs that is likely to put your rights at risk, we will tell you and report it to the Information Commissioner within 72 hours of becoming aware of it.

Your rights

Under UK data protection law you have the right to:

• ask for a copy of the information we hold about you;
• have inaccurate information corrected;
• ask us to delete information where we no longer have a good reason to keep it;
• ask us to restrict how we use it while a concern is investigated;
• object to us using it on the basis of our legitimate interests;
• object to direct marketing at any time, with no reason needed;
• receive information you gave us in a portable electronic format;
• withdraw consent at any time, where we relied on consent.

To exercise any of these, email info@trustedgutters.co.uk or call 01227 949 469. It is free, and we will respond within one month. We may ask you to confirm who you are first.

Cookies

Our website uses cookies that are strictly necessary for the site to work, which do not require your consent. If we add analytics or advertising cookies — for example to measure which adverts bring in enquiries — those are only set once you agree through the cookie banner, and you can change your choice at any time. You can also block or delete cookies in your browser settings, though parts of the site may then not work as intended.

Complaints

If you are unhappy with how we have handled your information, please tell us first and we will try to put it right. You can also complain to the Information Commissioner’s Office, the UK regulator for data protection, at ico.org.uk/make-a-complaint or on 0303 123 1113.

Changes to this policy

We review this policy from time to time. The date at the top shows when it was last updated. If we make a significant change affecting how we use your information, we will tell existing customers directly.