Maintenance Etc – Privacy Policy

Last updated: 27 September 2026

Maintenance Etc respects your privacy and is committed to protecting the personal information entrusted to us.

This Privacy Policy explains how Maintenance Etc collects, uses, stores and protects personal information when you:

visit our website;
contact us;
request a quotation;
book a service;
receive services from us;
communicate with us;
provide feedback or make a complaint; or
otherwise interact with our business.

1. Who We Are

For the purposes of applicable data protection legislation, the organisation responsible for your personal information is:
Trading name: Maintenance Etc]
Telephone: 01702 720067
Email: info@maintenanceetc.co.uk
Website: www.maintenanceetc.co.uk

Where we determine how and why personal information is processed, we are generally the "data controller" for that information.

2. What Personal Information We Collect

Depending on how you interact with us, we may collect some or all of the following:

Contact information

name;
telephone number;
email address;
postal address;
property address.

Service information

details of work requested;
quotation information;
appointment dates and times;
records of work completed;
materials used;
photographs relating to work;
property access arrangements;
information about issues identified at the property.

Payment and financial information

We may collect information necessary to administer payments and invoices.

Where payment is processed by a third-party payment provider, that provider may process your payment information under its own privacy arrangements.

We do not normally need to retain full payment-card details.

Communication information

We may retain:

emails;
telephone notes;
messages;
quotations;
invoices;
complaints;
feedback; and
other business correspondence.

3. Information About Family Members or Representatives

A customer may ask a family member, friend, carer, attorney, landlord, property manager or other representative to communicate with us.

We may collect the representative's:

name;
contact details;
relationship to the customer; and
information necessary to administer the service.

Where personal information about a customer is requested by another person, we will consider whether that person has appropriate authority or whether another lawful basis permits disclosure.

4. Information About Vulnerability or Support Needs

Our services may involve working with older people or customers who require additional support.

We may occasionally receive information concerning:

accessibility requirements;
communication needs;
mobility or access considerations;
safeguarding concerns;
circumstances relevant to carrying out work safely.

We do not seek unnecessary medical or sensitive information.

Where information constitutes special category personal data, we will only process it where there is an appropriate legal basis and condition under applicable data protection law.

5. How We Collect Personal Information

We may collect information:

directly from you;
from an authorised representative;
by telephone;
by email;
through our website;
through website enquiry forms;
when providing a quotation;
during a property visit;
when providing services;
through invoices and payments;
through reviews or feedback;
through complaints; or
from third parties where there is a lawful reason to do so.

6. How We Use Your Personal Information

We may use personal information to:

respond to enquiries;
provide quotations;
arrange appointments;
provide services;
communicate with you;
administer customer accounts;
issue invoices;
process or administer payments;
maintain business records;
manage complaints;
investigate incidents;
maintain health and safety records;
protect customers, staff and property;
administer insurance matters;
prevent fraud or misuse;
comply with legal obligations;
establish, exercise or defend legal claims;
improve our services;
manage our website; and
send marketing communications where permitted by law.

7. Lawful Bases for Processing

Depending on the circumstances, we may process your personal information because:

Contract

Processing is necessary to provide services you have requested or to take steps at your request before entering into a contract.

Legal obligation

We may process information where necessary to comply with legal, accounting, tax, regulatory or other obligations.

Legitimate interests

We may process information where necessary for legitimate business interests, provided those interests are not overridden by your rights and interests.

Examples may include:

administering our business;
maintaining customer records;
managing complaints;
protecting our property and systems;
preventing fraud;
managing insurance matters; and
establishing or defending legal claims.

Consent

Where appropriate, we may ask for consent.

Where we rely on consent, you can withdraw it at any time, although withdrawal does not affect processing that took place before withdrawal.

8. Marketing

We may contact existing customers about services that may be relevant to them where permitted by applicable electronic marketing rules.

We may also send marketing communications where you have provided appropriate consent.

Marketing communications may be sent by:

email;
text message;
telephone; or
other electronic methods where permitted.

You can ask us to stop sending marketing communications at any time.

You can do this by:

contacting us;
using an unsubscribe link where provided; or
telling the person contacting you that you do not wish to receive further marketing.

We will continue to send essential service communications where necessary, such as appointment confirmations or information about an existing booking.

9. Sharing Personal Information

We do not sell customer personal information.

We may share personal information where reasonably necessary with:

employees;
authorised contractors;
specialist tradespeople;
accountants;
insurers;
legal advisers;
professional advisers;
payment providers;
website providers;
IT providers;
email providers;
cloud-storage providers;
software providers;
government authorities;
regulators;
emergency services; or
other organisations where disclosure is necessary and lawful.

Where third parties process personal information on our behalf, we will take appropriate steps to ensure that suitable contractual and data protection arrangements are in place.

10. Safeguarding and Protection from Harm

Where we have a genuine safeguarding concern or believe that disclosure is necessary to protect someone from serious harm, we may share relevant information with an appropriate authority or organisation.

This may include a local authority safeguarding service, police, emergency service, healthcare professional or other appropriate organisation.

We will only share information that we reasonably consider necessary and appropriate in the circumstances.

11. Photographs

Photographs may be taken during or after work where reasonably necessary for:

recording work;
documenting damage;
identifying maintenance issues;
preparing quotations;
insurance;
quality control;
complaints; or
other legitimate business purposes.

We will take reasonable steps to avoid unnecessarily photographing people or personal information.

Where photographs are intended to be used for marketing, we will seek appropriate permission where required.

12. Customer Reviews

If you provide a review or testimonial, we may use it for legitimate business and marketing purposes where we have appropriate permission or another lawful basis.

We will avoid publishing unnecessary personal information.

Where possible, we may use a first name or general description rather than a customer's full address or other unnecessary identifying information.

13. How We Protect Personal Information

We take reasonable technical and organisational measures to protect personal information.

These measures may include:

password protection;
access controls;
secure software;
device security;
appropriate staff procedures;
secure storage;
regular review of access;
data minimisation; and
secure disposal.

No method of electronic storage or transmission can be guaranteed to be completely secure.

14. Data Breaches

If we become aware of a personal data breach, we will assess the incident and take appropriate action in accordance with applicable data protection law.

Where legally required, we will notify the Information Commissioner's Office and/or affected individuals.

15. How Long We Keep Personal Information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected.

Retention periods may depend upon the type of information and why it is held.

For example, information may be retained for:

the duration of a customer relationship;
accounting and tax purposes;
insurance requirements;
legal claims;
complaint handling;
safeguarding records;
regulatory requirements; or
legitimate business record-keeping.

We periodically review information that we hold and securely delete or dispose of information that is no longer required.

Specific retention schedule: [INSERT OR ADOPT INTERNAL RETENTION SCHEDULE].

16. Your Data Protection Rights

Depending on the circumstances, you may have the right to:

request access to personal information we hold about you;
ask us to correct inaccurate information;
ask us to delete information;
ask us to restrict processing;
object to certain processing;
request transfer of certain information;
withdraw consent where consent is our lawful basis; and
complain to the Information Commissioner's Office.

These rights are subject to certain legal conditions and exemptions.

17. How to Exercise Your Rights

To exercise your rights, please contact:

Maintenance Etc

Email: info@maintenanceetc.co.uk
Telephone: 01702 720067

We may need to verify your identity before responding to a request.

18. Data Protection Complaints

If you are concerned about the way we have handled your personal information, please contact us first.

We will investigate your concern and try to resolve it.

You also have the right to complain to the UK's data protection regulator:

Information Commissioner's Office (ICO)

Website: https://ico.org.uk/

19. Cookies and Website Technologies

Our website may use cookies and other technologies that store or access information on your device.

These may be used for:

website functionality;
security;
remembering preferences;
analytics;
embedded services; or
other purposes.

Non-essential technologies will be used in accordance with applicable consent requirements.

Please see our separate Cookie Policy for further information.

20. Third-Party Websites

Our website may contain links to third-party websites.

Those websites have their own privacy policies and terms.

We are not responsible for the privacy practices of websites that we do not control.

You should review their privacy information before submitting personal information.

21. Children's Information

Our services are intended for adults and households.

We do not knowingly seek to collect personal information from children.

If we become aware that we have collected personal information from a child without an appropriate lawful basis, we will take reasonable steps to address the situation.

22. International Transfers

Some of our technology and service providers may process information outside the United Kingdom.

Where personal information is transferred internationally, we will take appropriate steps to ensure that the transfer is lawful and protected in accordance with applicable data protection requirements.

23. Automated Decision-Making

We do not currently intend to make decisions about customers based solely on automated processing that produce legal or similarly significant effects.

If this changes, we will update this Privacy Policy and provide appropriate information.

24. Changes to This Privacy Policy

We may update this Privacy Policy from time to time.

Changes may be required because of:

changes to our services;
changes to our technology;
changes to third-party providers;
changes to data protection law; or
changes to how we process personal information.

The latest version will be published on our website.

25. Contact Us

If you have questions about this Privacy Policy or the way we handle personal information, please contact: