Privacy Policy
Last updated: 11 August 2026
This policy explains what personal information 24 Hour Boiler Repairs collects, why we collect it, who we share it with and what rights you have over it.
We are the data controller for the information described here. That means we decide why and how it is used.
What we collect
When you use a form on this website
Our callback and booking forms ask for:
- Your name
- Your telephone number
- Your postcode
- A description of the fault, and when you would like a visit
Our older contact form also asks for an email address and a free-text message. Please do not include information in that box beyond what is needed to arrange your repair.
When you call us
When you call us on 0203 868 6251 we take your name, telephone number, address and a description of the fault so that we can arrange an engineer.
When an engineer attends
We record the address, the work carried out, the appliance details and the charge. Where the work is gas work, we keep the records we are required to keep as a Gas Safe registered business.
Automatically, when you browse
Our website and the services it uses may collect your IP address, browser and device type, the pages you visit and how you arrived. This is covered in the cookies section below.
We do not ask for, and do not want, special category information such as health details. We do not knowingly collect information from children.
Why we use it, and our lawful basis
Under UK data protection law we must have a lawful basis for using your information. Ours are set out below.
We do not sell your information. We do not use it to make automated decisions about you, and we do not profile you.
Marketing
We contact you about the enquiry or job you have raised with us, normally by telephone from 0203 868 6251. We do not send marketing emails or text messages, and we do not pass your details to anyone else for marketing.
Who we share it with
We share your information only with organisations that help us run the business, and only as far as they need it:
- Our engineers, so they can attend and carry out the work.
- Web3Forms, which delivers the website form submissions to our email inbox.
- Our email, telephone and website hosting providers.
- Google, in connection with advertising and website measurement, where you have consented to those cookies.
- Our accountants and professional advisers, where needed.
- Regulators, insurers or law enforcement, where we are required or permitted to.
Some of these providers are based outside the UK. Where information is transferred outside the UK, we rely on the safeguards permitted by UK data protection law, such as an adequacy decision or standard contractual terms with the UK addendum.
Cookies and similar technologies
Cookies are small files stored on your device. We use them to make the site work, to measure how it is used and to see whether our advertising leads to enquiries.
When you first visit, you are asked which cookies you accept. Advertising and analytics cookies are only set if you agree. You can change your choice at any time using the cookie settings link on the site.
The services that may set cookies include Google (advertising and measurement) and our consent management provider. Blocking or deleting cookies through your browser settings may stop parts of the site working properly.
How long we keep it
We keep information only as long as we need it.
- Enquiries that do not lead to a job: 12 months from your last contact with us.
- Customer and job records, including invoices: 6 years after the last job we carried out for you. This matches the period in which a claim could be brought under the Limitation Act 1980, and the period we must keep business records for tax purposes.
- Gas safety and gas work records: at least 2 years, as required by the Gas Safety (Installation and Use) Regulations 1998. Where the record also forms part of a customer or invoice record, we keep it for 6 years.
When we no longer need your information we delete it or make it anonymous.
How we protect it
We use appropriate technical and organisational measures to protect your information, and we limit access to those who need it to do their job. No transmission over the internet can be guaranteed completely secure, but we take the security of your information seriously.
Your rights
You have the right to:
- Ask for a copy of the information we hold about you
- Ask us to correct information that is wrong or incomplete
- Ask us to delete information, where there is no good reason for us to keep it
- Ask us to restrict how we use it
- Object to us using it on the basis of our legitimate interests
- Ask us to transfer it to you or another provider, in some circumstances
- Withdraw your consent at any time, where we rely on consent
Withdrawing consent does not affect anything we did before you withdrew it. Some rights do not apply where we are legally required to keep records, such as gas safety and accounting records.
To exercise any of these rights, contact us using the details below. We will respond within one month. There is normally no charge.
Complaints
If you are unhappy with how we have handled your information, please tell us first so we can put it right.
You also have the right to 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 may update this policy from time to time. The date at the top shows when it was last changed.
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