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LEGAL
Privacy Policy
How Heat Loss Hub collects, uses and protects your personal information. Written in plain English, because privacy policies should be readable by the people they protect.
- Last updated: 1 July 2026
- Applies to: www.heatlosshub.co.uk
1. Who we are
Heat Loss Hub is an independent heat pump design consultancy based in West Yorkshire, providing heat loss calculations, technical surveys, system design and design review services across England and Wales. For the purposes of UK data protection law (the UK GDPR and the Data Protection Act 2018), Heat Loss Hub is the data controller for the personal information described in this policy.
If you have any questions about this policy or how your information is handled, contact us at hello@heatlosshub.co.uk.
2. The information we collect
Information you give us
- Enquiry form details: your name, email address, optional phone number, property postcode, property type and age, current heating fuel, project stage, the services you’re interested in, and anything you tell us in your message.
- Project information: if you engage our services, we collect the information needed to carry them out — property details, survey measurements and photographs, heating system details, fuel consumption figures, and copies of any quotes or designs you ask us to review.
- Booking details: if you book a call through our online booking system, the date, time and contact details you provide.
- Correspondence: emails and messages you exchange with us.
Information collected automatically
- Website analytics: anonymised or aggregated usage data such as pages visited, approximate location (town/city level), device type and how you found us. We use this to understand which guides are useful and to improve the site.
- Technical logs: our hosting provider keeps standard server logs (IP address, browser type, timestamps) for security and reliability.
We do not collect special category data, and we ask you not to include any in enquiry messages.
3. How we use your information
PURPOSES AND LAWFUL BASES
| What we do | Why (lawful basis) |
|---|---|
| Review and respond to your enquiry, and advise on the most appropriate next step | Legitimate interests / steps prior to a contract |
| Carry out surveys, heat loss calculations, system designs and design reviews you’ve engaged us for | Performance of a contract |
| Arrange booked calls at times you choose | Performance of a contract / legitimate interests |
| Introduce you, at your request, to a vetted MCS installer to build your design | Your consent — we only share details when you ask us to |
| Keep records of completed work, invoices and correspondence | Legal obligation (tax and accounting) / legitimate interests |
| Improve our website and guides using aggregated analytics | Legitimate interests |
| Send occasional service updates directly relevant to your project (e.g. grant changes affecting your design) | Legitimate interests — with an easy opt-out in every message |
What we never do: we do not sell your information, share it with marketing companies, add you to bulk mailing lists you didn’t ask for, or pass your details to installers or manufacturers without your explicit request. We are an independent consultancy; the trust that word carries extends to your data.
4. Who we share information with
- Vetted MCS installers — only when you ask us to introduce one, and only the project information they need to price and build your design.
- Service providers — the reputable platforms we use to run the business: email and document storage, our design software (survey data is processed within our design platform), our online booking system, and website hosting/analytics. Each processes data on our instructions under appropriate agreements.
- Professional advisers and authorities — accountants, insurers, or public authorities where the law requires it.
Where a provider stores data outside the UK, we ensure appropriate safeguards (such as UK adequacy regulations or standard contractual clauses) are in place.
5. How long we keep it
- Enquiries that don’t become projects: up to 12 months, then deleted.
- Project records (surveys, calculations, designs, reviews): 7 years — design documents have a long useful life for you (installers, building control, future sale) and for our professional records and insurance.
- Financial records: 6 years plus the current year, as required by HMRC.
- Analytics data: retained in aggregated, non-identifying form.
6. Your rights
Under UK data protection law you have the right to:
- Access — request a copy of the personal information we hold about you.
- Rectification — have inaccurate information corrected.
- Erasure — ask us to delete your information where we have no continuing reason to hold it.
- Restriction and objection — limit or object to particular uses, including anything based on legitimate interests.
- Portability — receive the information you provided in a commonly used format.
- Withdraw consent — at any time, where a use relies on consent (such as an installer introduction).
To exercise any of these, email hello@heatlosshub.co.uk. We’ll respond within one month. If you’re unhappy with how we’ve handled your information, you can complain to the Information Commissioner’s Office at ico.org.uk — though we’d appreciate the chance to put things right first.
7. Cookies and analytics
This website is intentionally lightweight. We use only the minimal cookies or similar technologies necessary for the site to function and for privacy-respecting analytics. We don’t run advertising trackers, social media pixels or cross-site profiling. Where any non-essential analytics requiring consent are used, you’ll be asked first, and saying no won’t affect your use of the site.
8. How we protect your information
Project data and correspondence are stored on access-controlled, encrypted platforms; devices used for surveys are protected and kept up to date; and access is limited to the people working on your project — which, being a small consultancy, is a short list. No system is perfect, but the attack surface of a design office is deliberately small, and we keep it that way.
9. Changes to this policy
We’ll update this page when our practices or the law change, with the “last updated” date revised accordingly. Significant changes affecting active clients will be flagged by email.
QUESTIONS ANSWERED HONESTLY
Ready when you are — data respected throughout
Tell us about your property through the short enquiry form. Your details go to a design desk, not a dialler.