Privacy policy

1. Introduction

Smart Maintenance+ (“we”, “us”, “our”) is a property refurbishment, home improvement and property maintenance business operating across London and Surrey. We are committed to protecting and respecting your privacy and to handling your personal information responsibly and in line with UK data protection law.

This Privacy Policy explains what personal data we collect about you, how and why we use it, who we share it with, how long we keep it, and the rights you have. It applies to visitors to our website, prospective and existing customers, suppliers and subcontractors, and anyone who contacts us or engages our services.

This policy should be read together with our Cookie Policy, which explains how we use cookies and similar technologies on our website.

2. Who we are – the data controller

For the purposes of the UK General Data Protection Regulation (“UK GDPR”) and the Data Protection Act 2018, the data controller responsible for your personal data is:

Trading name: Smart Maintenance+ (“Luxury Property Maintenance”)

Registered/legal name: Smart Maintenance+

Company registration number: 8980549

VAT number: 227 2138 28

Registered / principal address: 3 Crayke Hill, Chessington, Surrey, KT9 2JY

Correspondence address: 3 Crayke Hill, Chessington, Surrey, KT9 2JY

Email: info@smartmaintenanceplus.co.uk

Telephone: 020 3601 2356 / 07415 682276

ICO registration number:  ZC209458

Note: Most UK businesses that process personal data electronically must register with the Information Commissioner’s Office (ICO) and pay an annual data protection fee. If you are not yet registered, you can do so at ico.org.uk.

If you have any questions about this policy or how we handle your personal data, please contact us using the details above, marking your message for the attention of our Data Protection Lead.

3. The personal data we collect

Because we provide refurbishment and maintenance services in people’s homes and business premises, most of the personal data we hold is contact and project information that you provide so that we can quote for and carry out work. We collect and process the following categories of personal data:

3.1 Information you give us

• Identity and contact details – your first and last name, email address, telephone number(s), and postal address.
• Property and project information – the address and postcode of the property where work is to be carried out, details of the property, your requirements, plans, drawings and photographs, and any access arrangements.
• Quotation and job records – estimates, quotations, contracts, variations, invoices, warranty details and correspondence relating to your project.
• Financial information – billing details and payment records. We do not store full card details; card payments (if offered) are handled by a regulated third-party payment provider.
• Correspondence – the content of enquiries, callback requests, emails, letters, phone calls, messages and reviews you send us.
• Marketing preferences – your choices about receiving marketing from us.

3.2 Information we collect automatically

• Technical and usage data – when you visit our website we may collect your IP address, browser type and version, device information, the pages you view and how you interact with the site, collected through cookies and similar technologies (see our Cookie Policy).

3.3 Information from other sources

• Referrals and reviews – details passed to us when an existing customer refers you, or information you post via review platforms and social media (Instagram, Facebook, LinkedIn).
• Publicly available sources – information from the Land Registry, credit reference or fraud-prevention agencies (for larger or commercial projects), and trade bodies where relevant.

3.4 Suppliers, subcontractors and job applicants

If you are a supplier, subcontractor or tradesperson we work with, we hold your business contact details, qualifications, insurance and compliance documents, and payment information. If you apply to work with us, we process the information in your CV and application. This policy covers that processing; where necessary we will provide additional information at the point of collection.

3.5 Special category data

We do not normally seek to collect “special category” data (such as health, racial or ethnic origin, or similar sensitive information). Occasionally you may tell us about specific requirements (for example accessibility adaptations) that reveal health information. Where this happens we only use that information to deliver the work you have asked for and rely on your explicit consent or another appropriate lawful basis.

4. How and why we use your personal data – our lawful bases

Under UK data protection law we must have a valid lawful basis for using your personal data. The following sets out what we use your information for and the lawful basis we rely on for each purpose.

• Responding to enquiries, callback requests and quote forms – to answer your questions, arrange a site visit and prepare an estimate or quotation. Lawful basis: steps taken at your request prior to entering a contract; and our legitimate interests in responding to enquiries.
• Providing our services – to carry out refurbishment, installation, maintenance and property management work, manage your project and handle variations, snagging and warranties. Lawful basis: performance of a contract with you.
• Invoicing and taking payment – to bill you, collect payment and keep accurate financial records. Lawful basis: performance of a contract; and legal obligation (tax and accounting).
• Managing suppliers and subcontractors – to engage, instruct and pay the trades and suppliers who help deliver your project. Lawful basis: performance of a contract; and legitimate interests in running our business.
• Health, safety and quality records – to meet our health & safety duties, keep site and warranty records and maintain build quality. Lawful basis: legal obligation; and legitimate interests.
• Marketing and staying in touch – to send you occasional updates, offers, before/after project examples and requests for reviews. Lawful basis: consent; or legitimate interests (existing customers – “soft opt-in”), which you can object to at any time.
• Website analytics and improvement – to understand how our website is used and to improve it. Lawful basis: consent (via cookies) and/or legitimate interests – see our Cookie Policy.
• Fraud prevention, disputes and legal claims – to protect our business, resolve disputes and establish, exercise or defend legal claims. Lawful basis: legitimate interests; and legal obligation.

Legitimate interests. Where we rely on legitimate interests, we have considered whether those interests are overridden by your rights and freedoms and concluded that our use is proportionate and expected. You can ask us for more detail about this balancing exercise, and you can object to processing based on legitimate interests (see section 9).

5. Marketing communications

We will only send you marketing where we are allowed to do so. If you have asked us for a quote or used our services, we may occasionally contact you about similar services under the “soft opt-in” rules; otherwise we rely on your consent. Every marketing message we send will include an easy way to opt out, and you can tell us at any time that you no longer wish to hear from us by emailing info@smartmaintenanceplus.co.uk. Opting out of marketing does not stop us sending you service messages about a live project (for example scheduling or invoices).

6. Who we share your personal data with

We do not sell your personal data. We share it only where necessary to deliver our services, run our business or comply with the law, and we require anyone who handles it on our behalf to keep it secure. We may share your information with:

• Subcontractors and tradespeople – the electricians, plumbers, joiners, decorators and other specialists carrying out parts of your project, who need your address and job details to attend site.
• Suppliers and merchants – where materials, fittings or bespoke items need to be ordered or delivered to your property.
• Professional advisers – our accountants, insurers, brokers and legal advisers.
• Trade bodies and warranty/guarantee providers – such as the Federation of Master Builders (FMB) and any insurance-backed guarantee or warranty scheme, where a guarantee applies to your work.
• IT, website and business service providers – our website host, IT support, cloud storage, email, CRM/quoting and accounting software providers who process data on our behalf under contract.
• Payment providers – regulated providers who process card or online payments.
• Regulators and authorities – including building control, HMRC, the ICO, law enforcement and the courts, where we are legally required to do so.
• Purchasers of our business – if we reorganise, sell or transfer our business, in which case data may be disclosed to the prospective buyer under confidentiality terms.

Legitimate interests. Where we rely on legitimate interests, we have considered whether those interests are overridden by your rights and freedoms and concluded that our use is proportionate and expected. You can ask us for more detail about this balancing exercise, and you can object to processing based on legitimate interests (see section 9).

7. International transfers

We aim to keep your personal data within the UK. Some of our IT and software providers (for example cloud, email or analytics services) may store or process data outside the UK. Where that happens, we make sure appropriate safeguards are in place – such as the UK adequacy regulations, the UK International Data Transfer Agreement, or the UK Addendum to the EU Standard Contractual Clauses – so that your data receives an equivalent level of protection. You can ask us for a copy of these safeguards using the contact details above.

8. How long we keep your personal data

We keep your personal data only for as long as we need it for the purposes set out in this policy, and to meet our legal, accounting and warranty obligations. In general:

• Enquiries and quotes that do not become jobs – up to 12 months from last contact.
• Customer contracts, project and job records – for the duration of the project and generally 6 years after completion (to cover contractual claims), or longer where a warranty/guarantee period applies.
• Accounting and tax records (invoices, payments) – at least 6 years, in line with HMRC requirements.
• Health & safety and building records – as long as required by the relevant regulations.
• Marketing preferences – until you unsubscribe or ask us to stop.
• Website / cookie data – as set out in our Cookie Policy.

When we no longer need your personal data we will securely delete or anonymise it.

9. Your rights

Under UK data protection law you have a number of rights over your personal data. You can ask us to:

• Be informed about how we use your data (this policy).
• Access a copy of the personal data we hold about you (a “subject access request”).
• Rectify any inaccurate or incomplete data.
• Erase your data (“the right to be forgotten”) where there is no good reason for us to keep it.
• Restrict our use of your data in certain circumstances.
• Object to our processing based on legitimate interests, and to direct marketing at any time.
• Data portability – receive certain data in a portable format.
• Withdraw consent at any time where we rely on your consent.

You will not usually have to pay a fee to exercise these rights, and we will respond within one month. We may need to verify your identity before acting on a request. To exercise any of these rights, contact us at info@smartmaintenanceplus.co.uk.

10. How we keep your data secure

We take appropriate technical and organisational measures to protect your personal data against loss, misuse and unauthorised access, including access controls, secure cloud storage, staff confidentiality, and contracts with our service providers. While no online transmission or storage can be guaranteed to be completely secure, we work to protect your information and to notify you and the ICO of any serious data breach where we are required to do so.

11. Cookies and our website

Our website uses cookies and similar technologies. Full details of the cookies we use, why we use them and how you can manage your preferences are set out in our separate Cookie Policy.

12. Third-party links

Our website and communications may contain links to third-party websites and social media platforms. This policy does not apply to those sites, and we are not responsible for their privacy practices. We encourage you to read the privacy policy of any site you visit.

13. Children’s privacy

Our services and website are aimed at adults and are not directed at children. We do not knowingly collect personal data relating to children. If you believe we have inadvertently collected such data, please contact us and we will delete it.

14. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices or the law. Any changes will be posted on this page with an updated “Last updated” date. Where changes are significant, we will take reasonable steps to bring them to your attention.

15. How to contact us and how to complain

If you have any questions about this Privacy Policy, wish to exercise your rights, or want to make a complaint about how we handle your data, please contact us first so we can try to put things right:

Email: info@smartmaintenanceplus.co.uk

Telephone: 020 3601 2356 / 07415 682276

Post: Smart Maintenance+, 3 Crayke Hill, Chessington, Surrey, KT9 2JY

You also have the right to lodge a complaint with the UK supervisory authority, the Information Commissioner’s Office (ICO), at any time. The ICO can be contacted at ico.org.uk, by calling 0303 123 1113, or by writing to: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. We would, however, appreciate the chance to deal with your concerns first.