Privacy Policy

Last updated: 23 October 2026

Who we are

HOME RESPONSE DIRECT LTD, company number 12387548, is responsible for the personal information described in this policy. Our registered office is 71–75 Shelton Street, London, Greater London, WC2H 9JQ, United Kingdom. This policy covers our website, enquiries, customer records and communications, including webchat and WhatsApp.

For privacy questions or to request deletion of your information, email homeresponsedirect@gmail.com or write to our registered office marked “Privacy request”. You can also call 0800 368 9786.

Information we collect

We collect information you provide when you request a quote, book a survey or installation, buy a service, contact us or make a complaint. This can include your name, address, postcode, email, telephone number, property and heating details, photographs or survey answers, appointment information, quotations, service history and correspondence. We keep transaction and payment-status records needed to administer your service.

When you use webchat, Facebook or WhatsApp, we receive the contact and profile information the service makes available, your messages and any files you send. Our systems can record message identifiers, timestamps and delivery/read information. Our website and hosting services also process technical information such as IP addresses, browser/device details and security logs.

Information can also come from someone arranging work on your behalf, an installer, a service provider or a referral partner involved in your enquiry. Where we receive information indirectly, we explain the relevant source when we contact you where required.

Why we use information and our lawful bases

• Enquiries, quotations, bookings and services: to take steps you request before a contract and to perform our contract with you.
• Customer support, records, service coordination, security and preventing misuse: our legitimate interests in operating the business, providing reliable support, protecting our systems and resolving disputes. We consider your rights when relying on these interests.
• Accounts, legal duties and regulatory requests: compliance with applicable legal obligations.
• Marketing: consent where required by electronic-marketing rules, or legitimate interests where permitted. You can object to direct marketing at any time and withdraw consent without affecting its previous lawful use. Use the unsubscribe option or contact us above.

We need relevant contact and property information to prepare a useful quote or arrange work. If you do not provide it, we may be unable to complete your request. Online estimates guide the quotation process; contact our team if you want an estimate reviewed.

WhatsApp, webchat and our CRM

If you message our business on WhatsApp at +44 7887 187603, authorised team members can receive and reply to your messages through our customer relationship management system (CRM). We store relevant conversations with your enquiry or customer record so our team can handle your request and follow up consistently. Website chat and other enquiry channels can also feed into the CRM.

WhatsApp is provided by Meta/WhatsApp and is subject to its own privacy policy. Message encryption during transmission does not prevent our business from reading and storing messages delivered to us. Please avoid sending passwords, full payment-card details or sensitive information that is unnecessary for your enquiry. You can contact us by phone or email instead.

Who receives information

We share relevant information with authorised staff and with providers that support our website, hosting, CRM, communications, payments, administration and professional advice. Installers, engineers, surveyors and suppliers receive the details needed to arrange and deliver the work you request. Where you ask about finance, the relevant finance provider or broker processes the information needed for that enquiry under its own privacy information. We may disclose records where required by law, to regulators or to protect or exercise legal rights.

International processing

Communication providers, including Meta/WhatsApp, can process information outside the UK. Transfers subject to UK data-protection law require an applicable adequacy decision or appropriate safeguards, such as approved contractual protections, unless a legal exception applies. Contact us for details of the arrangements relevant to your information and how to obtain information about safeguards.

How long we keep information

We keep information for the period needed for the purpose for which it was collected. We assess retention by whether an enquiry remains active, whether you became a customer, the service and warranty period, accounting and regulatory requirements, and the time needed to deal with complaints or legal claims. Customer, installation and warranty records may need to be held longer than an unsuccessful enquiry. We review information and remove or anonymise it when it is no longer needed. Backup copies follow the backup-retention cycle and are restricted from ordinary use.

Cookies and website technologies

Our website can use cookies and similar technologies for essential functions, preferences and any analytics or advertising tools that are enabled. Non-essential technologies requiring consent should operate only after your choice. Use any cookie controls displayed on the website and your browser settings to manage cookies. Blocking essential cookies can affect website functions.

Your rights and deletion requests

Depending on the circumstances, you can ask to access, correct or delete your information; restrict its use; receive a portable copy; or object to processing based on legitimate interests. You have the right to object to direct marketing at any time. Where we rely on consent, you can withdraw it at any time.

For a website, Facebook, WhatsApp or CRM data-deletion request, email homeresponsedirect@gmail.com with the subject “Data deletion request”, giving the contact details used to communicate with us. Do not send passwords or unnecessary identity documents. We may ask for proportionate information to confirm your identity. Some records may need to be retained for legal obligations, warranties, disputes or legal claims; we will explain any applicable reason. Requests are normally answered within one month, subject to lawful extensions.

Complaints and changes

Please contact us first if you have a concern. You can also complain to the Information Commissioner’s Office (ICO), the UK data-protection regulator. We update this policy when our services or information practices change; the date above identifies the latest version.