CUSTOMER INFORMATION
Privacy policy
How we look after your information, wherever you contact us.
Last updated: 15 September 2026
Who is responsible?
T Walsh Plumbing & Gas, also known as TW Plumbing & Gas, is a sole-trader business operated by Tom and is the data controller for the customer information described here. This policy covers customers, prospective customers, property contacts and people who correspond with us. It does not cover employee or contractor employment and payroll records.
What we collect and where it comes from
- Website enquiries: your name, phone number, email where provided, postcode, service required, project description and any optional property, budget, timing and contact preferences.
- Customer and job records: contact details, one or more property addresses, appointments, work instructions, notes, equipment and boiler details, commissioning records, materials orders, job photographs and videos, completion reports and customer signatures. Uploaded files may contain dates and location metadata supplied by the device.
- Email and other correspondence: sender and recipient details, messages, attachments, dates and delivery records, including enquiries, quotations, service discussions and complaints.
- Technical information: hosting and email providers may process IP addresses, browser or device details and security logs to operate and protect these services.
We receive information directly from you, from our team while carrying out work, or from a landlord, letting agent, property owner, contractor or other person arranging work on your behalf. Please share only information needed for the job and avoid including unrelated personal information in messages or photographs.
Why we use it
| Purpose | Lawful basis |
|---|---|
| Responding to your request, preparing a quotation and arranging or delivering work you order | Taking steps at your request before a contract, or performing our contract with you. |
| Coordinating access with tenants and other property contacts, allocating jobs, recording work and resolving service queries | Our legitimate interests in providing and documenting a safe, organised service, balanced against your rights. |
| Keeping records required for tax, accounting and applicable safety duties | Compliance with the relevant legal obligation. |
| Protecting systems, preventing misuse, handling disputes and establishing or defending claims | Our legitimate interests in protecting the business, customers and records; legal obligations where applicable. |
| Using identifiable customer photographs for publicity or sending marketing where consent is required | Your separate consent. Agreeing to work or submitting an enquiry is not consent to publicity or marketing. |
Required enquiry fields let us understand the work and contact you. Without necessary contact, property or job details, we may be unable to quote, arrange access or complete the work. Optional fields are identified on the form. We do not use the website or customer job records to make solely automated decisions with legal or similarly significant effects on you.
Where it is held and who can receive it
Website enquiries are saved in our website database and sent to our team by email. Customer information is also held in our operational apps and business correspondence. Our authorised team members use information relevant to their work; authorised administrators can manage customer records and privacy requests.
Service providers include OpenAI Sites and its hosting infrastructure, including Cloudflare, for the website and operational apps; Resend for website and app email delivery; and Microsoft 365 for business email. Information may also remain in earlier business email correspondence. Address-search and mapping services may receive the address information needed to locate a job.
We may share relevant details with tradespeople and suppliers involved in your job, appliance manufacturers for registration or warranty support, professional advisers, insurers, and authorities or certification bodies where required. We limit sharing to the purpose involved. Google and other sites you visit through external links have their own privacy policies.
International processing
Cloud and email suppliers may process information outside the UK. Transfers must be covered by an applicable UK adequacy regulation or appropriate safeguards, such as the UK International Data Transfer Agreement or UK Addendum to standard contractual clauses. Contact us for the details and a copy of the safeguards relevant to your information.
How long we keep information
We keep information for as long as it is needed for the reason it was collected. For enquiries, we consider whether the enquiry is still active and whether further contact has been requested. For completed work, we consider accounting and tax requirements, applicable safety-record duties, warranty support and the period in which a claim may reasonably arise. We keep relevant correspondence with the associated enquiry, job or dispute.
A complaint, legal obligation or active dispute may require relevant records to be retained longer. When reviewing a record, we consider copies in the website database, operational apps, email, exported reports and backups. Deleting an app record does not automatically delete these other copies. You can ask us to review retention or explain why particular information is still needed.
Your rights
You can ask for access to your personal information and a copy, correction of inaccurate information, deletion or restriction where the law permits, and portability where the applicable conditions are met. You can withdraw consent at any time without affecting the lawfulness of earlier use. Some information may need to be retained to meet a legal duty or deal with a claim; we will explain any applicable exception.
Contact us using the details above. We will make reasonable and proportionate searches across the relevant systems. We may need enough information to confirm your identity or clarify a request, without asking for unnecessary identification. Requests are normally free and answered within one month under the applicable rules. If a lawful extension or clarification pause applies, we will explain it.
Questions and complaints
Raise a privacy concern with Tom on 07732 435716. We will acknowledge a data-protection complaint within 30 days, investigate and respond without undue delay, and keep you informed. You also have the right to complain to the Information Commissioner’s Office (ICO).
Cookies and external links
The public website does not currently include advertising trackers or an analytics script in its own pages. Hosting and security services may use technologies necessary to deliver and protect the site. Signing in to an operational app uses session technology to keep access secure. Visiting an external Google, Facebook or other link takes you to that provider, which controls its own cookies and information use.
Changes to this policy
We will update this page when our use of customer information changes. The date above identifies the latest version.