Privacy Policy

About Let’s Heat

LET’S HEAT SW LTD trading as Let’s Heat

Company number: 15798348

Registered office:
Connies House
Rhymney River Bridge Road
Cardiff
CF23 9AF

Website:

Email: hello@letsheat.co.uk
Telephone: 0330 174 6700

Data controller

Where we determine how and why personal information is processed, LET’S HEAT SW LTD will normally act as the data controller.

Depending on how you interact with Let’s Heat, we may collect information including:

• Your name
• Telephone number
• Email address
• Home, installation or billing address
• Postcode
• Property type and property information
• Information about your boiler, heating, plumbing, gas or air-conditioning system
• Heating, hot-water or cooling requirements
• Photographs or videos you choose to provide
• Products and services you are interested in
• Quotations and order information
• Appointment and installation details
• Payment and transaction information
• Warranty and product registration information
• Messages and correspondence
• Complaints and customer-service records
• Marketing preferences
• IP address, browser and device information
• Website activity
• Cookie and analytics information where applicable

We may collect information when you:

• Visit letsheat  
• Complete an online quotation form
• Request a boiler or air-conditioning quotation
• Contact us by telephone or email
• Complete a website contact form
• Place an order
• Book an appointment, installation, service or repair
• Provide photographs or property information
• Enquire about or apply for finance
• Contact us through social media
• Respond to an advertisement or marketing campaign
• Communicate with our customer-service team

Information from other organisations

We may also receive relevant information from authorised partners, contractors, payment providers, manufacturers, warranty providers, finance providers and other organisations where necessary or otherwise permitted by law.

We may use your personal information to:

• Provide quotations
• Assess your heating or cooling requirements
• Recommend suitable products or services
• Process and manage orders
• Arrange appointments and installations
• Provide boiler installation and replacement services
• Provide heating, gas and plumbing services
• Provide air-conditioning services
• Provide servicing, repairs and aftercare
• Contact you regarding an enquiry or appointment
• Process payments and refunds
• Register products and warranties where appropriate
• Maintain customer and installation records
• Deal with questions, complaints or disputes
• Prevent fraud and protect our business
• Improve our website and services
• Understand how our website is used
• Measure advertising effectiveness
• Send marketing communications where permitted
• Meet legal, regulatory, tax and accounting obligations

We only process personal information where there is a lawful basis for doing so.

Contract

We may need to process information to provide a quotation, take steps before entering into a contract, fulfil your order or provide services you have purchased.

Legal obligation

We may process information where necessary to comply with legal, accounting, tax, safety or regulatory requirements.

Legitimate interests

We may process information where reasonably necessary for operating our business, supporting customers, preventing fraud, maintaining records or improving our services.

Consent

We may rely on consent for certain activities, including some forms of marketing or non-essential website technologies.

Where processing relies on consent, you may withdraw your consent.

Where reasonably necessary, we may share relevant information with:

• Our employees and engineers
• Authorised subcontractors and installation partners
• Boiler, heating and air-conditioning manufacturers
• Warranty providers
• Payment processors
• Finance providers or credit intermediaries where you request finance
• Website hosting and technology providers
• Customer relationship management systems
• Email and communication providers
• Analytics and advertising providers
• Accountants, insurers and professional advisers
• Regulators and authorities where required by law
• Law-enforcement organisations where legally required

Manufacturer registration

Manufacturers may require customer, product and installation information to register or administer a manufacturer’s warranty.

Finance

If you choose to enquire about or apply for finance in connection with a Let’s Heat product or service, relevant information may need to be provided to a finance provider, lender or credit intermediary.

The finance provider may request additional information and may carry out identity, affordability or credit checks.

Finance providers may act as separate data controllers and will have their own privacy notices.

Finance is subject to status, eligibility, affordability and availability.

Payments

Payments may be processed using third-party payment providers.

We retain payment and transaction information where necessary for accounting, customer service, fraud prevention and legal purposes.

Marketing communications

Where permitted, we may contact you about Let’s Heat products, services, reminders or offers that may be relevant to you.

Communications may include email, telephone or SMS.

You can opt out of marketing communications at any time.

Service communications

Opting out of marketing does not prevent us from contacting you regarding an existing quotation, booking, installation, order, payment, warranty or customer-service matter.

Cookies and analytics

Our website may use cookies and similar technologies for website operation, analytics and advertising.

Read our Cookie Policy:

International transfers

Some technology or service providers may process information outside the United Kingdom.

Where required, appropriate safeguards will be used in accordance with applicable UK data-protection requirements.

How long we keep information

We do not keep personal information for longer than reasonably necessary for the purpose for which it was collected.

Retention periods may vary depending on the type of information and our relationship with you.

Customer and installation information

This may be retained where necessary for service, warranty, accounting, insurance, contractual and legal requirements.

Quotation and enquiry information

This may be retained for a reasonable period to allow us to respond to your enquiry, follow up where appropriate and maintain relevant business records.

Financial information

Transaction and accounting information may be retained where required for tax, accounting and legal purposes.

Marketing information

Marketing preferences may be retained while relevant. We may retain a limited suppression record after you opt out so that we can continue to respect your preference.

How we protect information

We use reasonable technical and organisational measures designed to protect personal information against:

• Unauthorised access
• Accidental loss
• Misuse
• Alteration
• Unauthorised disclosure
• Destruction

No website or electronic storage system can guarantee complete security.

Depending on the circumstances, you may have rights relating to your personal information.

Right of access

You may ask for a copy of personal information we hold about you.

Right to rectification

You may ask us to correct information that is inaccurate or incomplete.

Right to erasure

In certain circumstances, you may ask us to delete personal information.

Right to restrict processing

In certain circumstances, you may ask us to limit how information is processed.

Right to data portability

In certain circumstances, you may have the right to receive information you provided to us in a structured, commonly used and machine-readable format.

Right to object

You may have the right to object to certain processing, including direct marketing.

Right to withdraw consent

Where processing is based on consent, you may withdraw that consent.

Exercising your rights

Email: hello@letsheat.co.uk
Telephone: 0330 174 6700

We may need to verify your identity before completing certain requests.

Complaints

If you have concerns about how Let’s Heat handles your personal information, please contact us first so that we can investigate.

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

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our website, services, technology or legal requirements.

The latest version will be published on this page.