Privacy policy
Last updated: October 2026
Plymouth Heating Solutions Ltd respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, store and protect your information when you visit our website, contact us, request a quotation or survey, or use our heating services.
For the purposes of UK data protection law, Plymouth Heating Solutions Ltd is the data controller responsible for the personal information described in this policy.
1. Who We Are
Plymouth Heating Solutions Ltd provides heating services including air source heat pump installations, boiler installations and central heating systems across Devon, Cornwall and the surrounding areas.
Plymouth Heating Solutions Ltd
Unit 2, Oak Court
Plymouth
PL21 9GP
Email: office@phsheating.co.uk
Telephone: 07507 783358
2. Information We Collect
Depending on how you interact with us, we may collect:
Your name
Home or installation address
Postcode
Email address
Telephone number
Details about your property
Information about your existing heating system
Details relevant to a quotation, survey or installation
Communications between you and our team
Appointment and survey information
Installation and service records
Payment and transaction information
Information required to assess eligibility for grants or government schemes
Technical information about how you use our website, including IP address, device type, browser type and website activity
Marketing preferences and communication choices
We only collect information that is relevant to providing our services, managing our relationship with you or operating our business.
3. How We Collect Your Information
We may collect personal information when you:
Complete a form on our website
Request a quotation or estimate
Book a property survey
Contact us by telephone, email or another communication method
Ask us about a heat pump, boiler or central heating installation
Enter information into an online quotation or eligibility tool
Become a customer
Interact with our website
Respond to our communications
Give us information during a property visit or installation
We may also receive information from third parties where necessary to provide our services, administer an installation or support an application to an appropriate government scheme.
4. How We Use Your Information
We may use your personal information to:
Respond to your enquiry
Provide quotations and estimates
Arrange surveys and appointments
Design heating systems
Carry out heat-loss calculations and technical assessments
Provide and manage installations
Communicate with you before, during and after an installation
Provide customer service and aftercare
Manage warranties, servicing and maintenance
Assess or assist with eligibility for available government grants and schemes
Process payments and maintain financial records
Manage our business and customer records
Improve our website and services
Understand how visitors use our website
Prevent fraud or misuse of our services
Meet legal, regulatory and accreditation requirements
Send relevant marketing communications where permitted by law
We will not use your personal information for purposes that are incompatible with the reasons it was originally collected unless permitted or required by law.
5. Our Lawful Basis for Using Your Information
Under UK data protection law, we must have a lawful reason for processing your personal information.
Depending on the circumstances, we may rely on:
Contract – where processing is necessary to provide a quotation, arrange an installation, deliver our services or fulfil an agreement with you.
Legitimate interests – where processing is reasonably necessary to operate and improve our business, communicate with customers, provide customer service or protect our business, provided your rights do not override those interests.
Consent – where you have specifically agreed to a particular use of your information, such as certain forms of electronic marketing or non-essential website cookies.
Legal obligation – where we need to process or retain information to comply with legal, tax, regulatory, safety or accreditation requirements.
Where we rely on consent, you can withdraw that consent at any time.
6. Boiler Upgrade Scheme and Other Grants
If you enquire about an air source heat pump or another installation that may qualify for government funding, we may collect and use information relating to your property and installation to help determine eligibility or administer the relevant scheme.
Where necessary, information may be shared with organisations involved in administering, verifying or regulating the scheme.
We will only share information that is reasonably required for this purpose.
7. Who We May Share Your Information With
We do not sell your personal information.
We may share information where necessary with trusted organisations that help us operate our business or provide your installation, including:
Heating equipment manufacturers and suppliers
Subcontractors or specialist engineers
MCS and other relevant certification bodies
TrustMark or other accreditation organisations
Government grant or scheme administrators
Payment providers
Accountants and professional advisers
Website and hosting providers
Customer relationship management systems
Email, telephone and communication providers
Analytics and website technology providers
IT and software providers
Regulatory authorities where required by law
Where third parties process personal information on our behalf, we expect appropriate safeguards to be in place to protect that information.
8. Marketing Communications
We may contact you about relevant Plymouth Heating Solutions products, services, maintenance, upgrades or other heating-related information where we have a lawful basis to do so.
Where consent is required, we will only send marketing communications after obtaining the appropriate consent.
You can opt out of marketing communications at any time by using an unsubscribe option where provided or by contacting us directly at:
Opting out of marketing will not prevent us from contacting you about an active quotation, appointment, installation, warranty, service or other existing customer relationship.
9. Cookies and Website Analytics
Our website may use cookies and similar technologies to operate correctly, understand how visitors use the website and improve the experience we provide.
Some cookies are essential for the website to function.
Other cookies, such as analytics, advertising or tracking cookies, will only be used where the appropriate consent has been obtained.
You can control your cookie preferences through the cookie controls available on our website and through your browser settings.
Further information about the cookies used on our website may be provided within our Cookie Policy or cookie settings.
10. How Long We Keep Your Information
We only retain personal information for as long as reasonably necessary for the purpose for which it was collected and to meet any legal, tax, warranty, regulatory or contractual obligations.
Different types of information may be retained for different periods.
For example, customer, contractual and financial records may need to be retained for several years following completion of an installation, while information relating only to an unsuccessful enquiry may be deleted sooner.
When information is no longer required, we will securely delete, anonymise or otherwise dispose of it where appropriate.
11. How We Protect Your Information
We take reasonable technical and organisational measures to protect personal information against:
Unauthorised access
Loss
Misuse
Alteration
Disclosure
Destruction
Access to personal information is limited to people and service providers who reasonably need it to perform their role or provide services to us.
However, no internet-based system can be guaranteed to be completely secure.
12. International Data Transfers
Some technology or service providers we use may process information outside the United Kingdom.
Where personal information is transferred internationally, we take appropriate steps to ensure that the transfer is permitted under UK data protection law and that appropriate safeguards are in place where required.
13. Your Data Protection Rights
Depending on the circumstances, you may have the right to:
Request access to the personal information we hold about you
Ask us to correct inaccurate or incomplete information
Ask us to delete your information
Ask us to restrict how your information is used
Object to certain uses of your information
Request the transfer of certain information
Withdraw consent where processing is based on consent
Object to the use of your information for direct marketing
Some rights are subject to legal exemptions and may not apply in every situation.
To exercise any of these rights, contact:
We may need to verify your identity before completing your request.
14. Complaints
If you have concerns about how Plymouth Heating Solutions Ltd uses your personal information, please contact us first so we can investigate and try to resolve the issue.
You also have the right to raise a complaint with the UK Information Commissioner’s Office (ICO), the independent authority responsible for data protection.
Information about making a complaint is available through the ICO website.
15. Third-Party Websites
Our website may contain links to websites operated by other organisations.
Plymouth Heating Solutions Ltd is not responsible for the privacy practices, security or content of third-party websites. We recommend reviewing their privacy policies before providing personal information.
16. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our website, services, systems or legal obligations.
The latest version will always be published on this page and the date at the top of the policy will show when it was last updated.
17. Contact Us
If you have any questions about this Privacy Policy, your personal information or how Plymouth Heating Solutions Ltd handles your data, please contact:
Plymouth Heating Solutions Ltd
Unit 2, Oak Court
Plymouth
PL21 9GP
Email: office@phsheating.co.uk
Telephone: 07507 783358