Privacy Policy
1. Introduction
1.1 At Erudite Emergency Plumbers Ltd (trading as Erudite Plumbers), we recognise and respect the importance of protecting the privacy of our customers, being any homeowner, landlord, tenant, letting agent, or business representative who requests a quote, books a call-out, or makes an enquiry with us (Customer, you, your).
1.2 This Privacy Policy describes how Erudite Emergency Plumbers Ltd (registered in England and Wales under company number 17520605 at G1, 195 Wood Street, London, E17 3NU) (we, our, or us) collects and processes personal information about you through our website (eruditeplumbers.com), telephone communications (+44 7347 933735), email (info@eruditeplumbers.com), SMS, messaging apps, and in-person engineering visits (Services). Personal information means any information, or combination of pieces of information, that could reasonably allow you to be identified.
1.3 This Privacy Policy applies to all personal information about you that we collect or process. It explains how we use and protect your information, who we share it with, how long we keep it, and your legal rights regarding your data.
2. Data Controller Details
2.1 We are the data controller in relation to the personal information that you provide to us and are responsible for that personal information under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
2.2 If you have any questions about this Privacy Policy, our data practices, or wish to exercise any of your legal rights, please contact our Data Protection Lead: By post: Data Protection Lead, Erudite Emergency Plumbers Ltd, G1, 195 Wood Street, London, E17 3NU. By email: info@eruditeplumbers.com. By telephone: +44 7347 933735.
3. How We Collect Personal Information
We collect personal information about you from a variety of sources.
3.1 Directly from you: when you submit an enquiry or newsletter sign-up on eruditeplumbers.com, call or message us to book a free inspection, request a quote, approve work, pay an invoice, or leave a review.
3.2 Generated during our relationship: records created by our engineers during site visits, diagnostic notes, Gas Safe and water compliance certificates, photographs of completed work, and technical data collected via cookies and similar technologies on our website.
3.3 From third-party sources: when your details are passed to us by a landlord, letting agent, home emergency insurer, or trade directory or lead platform such as MyBuilder or Checkatrade, as well as analytics and advertising partners such as Google and Meta.
4. What Personal Information We Collect
4.1 Information we collect directly from you includes full name, telephone number, email address, property address, billing address, invoice records, bank transfer references, payment confirmation data, property and job details, access instructions, parking details, ownership or tenancy status, emails, SMS or WhatsApp messages, website contact submissions, survey responses, public reviews, photographs and videos of leaks, pipework, boilers, fixtures or appliance serial numbers, and call recordings used for staff training, quality control, and dispute resolution. Card payments are processed securely via encrypted third-party payment providers; we never store your full card number or security code.
4.2 Information we collect about your use of our website includes your IP address, browser type, device model, operating system, pages visited, enquiry forms started or submitted, referral links, and how you interact with our emails or website.
4.3 Information from other sources includes tenant contact details, property access codes, repair authorisations supplied by landlords, managing agents or insurers, and aggregated interaction data from analytics tools such as Google Analytics.
5. How We Use Your Personal Information and Our Lawful Basis
Under UK GDPR, we only process your personal information where we have a valid lawful basis to do so.
Offering and operating our Services: attending free call-outs, preparing quotes, carrying out plumbing and heating repairs and installations, fitting agreed customer-supplied parts, and processing payments. Lawful basis: contractual obligation.
Regulatory and safety compliance: registering gas installations with the Gas Safe Register, issuing Landlord Gas Safety Records (CP12), notifying Building Control, complying with WaterSafe regulations, and maintaining tax records for HMRC. Lawful basis: legal obligation.
Communicating with you: sending booking confirmations, engineer arrival updates, quotes, invoices, safety certificates, annual boiler service reminders, responding to enquiries, and requesting feedback. Lawful basis: contractual obligation and legitimate interests.
Manufacturer warranties and guarantees: registering newly installed boilers, cylinders or parts with the manufacturer and administering our workmanship guarantee. Lawful basis: contractual obligation and legitimate interests.
Customising your experience: using previous job history and property system details to provide tailored maintenance advice and service reminders. Lawful basis: legitimate interests.
Marketing: sending service updates, seasonal plumbing or heating advice, or special offers, and using online advertising tools such as Google and Meta. You can opt out at any time. Lawful basis: consent or legitimate interests (soft opt-in).
Improving our Services: analysing website usage, call recordings, and customer feedback to train engineers, resolve service issues, and improve our website. Lawful basis: legitimate interests.
Running and protecting our business: retaining work logs, preventing fraud, recovering unpaid invoices, and defending or exercising legal claims. Lawful basis: legitimate interests.
6. Anonymised Data
6.1 We may anonymise your personal information so that you can no longer reasonably be identified by us or any third party. We may use anonymised data for internal business reporting, service planning, or any other lawful purpose.
7. How and When We Share Your Personal Information
We never sell your personal information to third parties. We only share your data when required for regulatory and trade accreditation bodies, vetted subcontractors and specialist engineers, manufacturers and parts suppliers, public reviews that you choose to post, trusted service providers such as cloud job-management, invoicing, payment, messaging, accounting and IT providers, advertising partners where permitted by your preferences, authorities where required by law, or in connection with a merger, acquisition, or sale of all or part of our business or assets.
8. Information Security and Storage
8.1 We implement physical, technical, and organisational security measures, including encrypted devices, strong password controls, secure cloud software, and restricted staff access. No digital transmission or storage system is completely impenetrable, so absolute security cannot be guaranteed.
8.2 We retain your personal information for as long as we have an active relationship with you. Invoices, quotes, and financial records are retained for 6 years plus the current financial year. Gas Safe, electrical, and warranty records are retained for 6 to 10 years or the duration of the appliance warranty. General enquiries where no work is booked are deleted after 12 months.
9. International Data Transfers
9.1 Some third-party cloud software, email, or analytics providers may process personal information outside the UK.
9.2 Whenever information is transferred outside the UK, we ensure appropriate legal safeguards are in place, such as UK-approved International Data Transfer Agreements, Standard Contractual Clauses, or UK adequacy regulations. Contact info@eruditeplumbers.com for further information.
10. Your Rights Over Your Personal Information
10.1 Under UK data protection law, you have the right to access a copy of the personal information we hold about you, correct inaccurate or incomplete information, delete your information where there is no overriding legal, tax, or safety reason to retain it, restrict or object to processing including opting out of direct marketing, and receive your information in a structured, commonly used electronic format.
10.2 Contact info@eruditeplumbers.com if your details change. Where we rely on consent, you may withdraw that consent at any time.
10.3 We may ask for reasonable proof of identity. We may be unable to delete or restrict records where we are legally required to retain them, such as Gas Safe records or HMRC tax invoices.
10.4 To exercise your rights or raise a privacy complaint, email info@eruditeplumbers.com. We will acknowledge your complaint within 30 days and respond without undue delay. You may also complain to the Information Commissioner’s Office (ICO) at www.ico.org.uk or by calling 0303 123 1113.
11. Changes to This Policy
11.1 We may update this Privacy Policy from time to time. Updates will be posted on eruditeplumbers.com with a revised Last Updated date. If we make material changes, we will notify you directly before applying them.
Last Updated: 13 November 2026