Privacy Policy

Last updated: September 12, 2026

At Lina Plumbing & Heating, we respect your privacy and are committed to handling your personal data transparently, securely, and in full compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy outlines what personal information we collect, why we collect it, how it is stored, and your legal rights.

Who We Are (Data Controller)

Lina Plumbing & Heating is the data controller responsible for your personal data collected through our website and service communications.

Business Name: Lina Plumbing & Heating

Registered Address: 4 Maida Vale Terrace, Mutley, Plymouth, Devon, PL4 7LW

Lead Engineer & Contact: Michael

Direct Telephone: +447700103378

Email: [email protected]

Information We Collect

We only collect information necessary to provide quotes, carry out certified heating and plumbing work, and fulfill legal compliance.

Contact & Property Details: Your name, residential or commercial service address, postcode, contact telephone number, and email address.

Service & Technical Details: Information regarding your boiler make/model, heating setup, description of leaks or plumbing faults, and photos or videos you submit via WhatsApp or web forms for diagnostics.

Billing & Transaction Data: Invoicing address, payment records, and work completion histories (note: payment card transactions are processed securely via third-party payment processors; we do not store full card numbers).

Technical Website Data: Basic technical details automatically gathered when you browse our site, including your IP address, browser type, device information, operating system, and pages visited, collected via standard cookies and analytics tools.

How We Use Your Information (Lawful Basis)

Under the UK GDPR, we only process your personal data when we have a legal ground to do so:

Performance of a Contract: Scheduling appointments, dispatching engineers, carrying out plumbing and heating repairs, ordering specific replacement parts, processing invoices, and honoring our 1-year parts and labor guarantee.

Legal Obligation: Maintaining Gas Safe documentation, lodging building regulation compliance certificates, issuing Landlord Gas Safety Records (CP12), and retaining VAT/tax accounting records.

Legitimate Interests: Sending service appointment confirmations, responding to web inquiries or emergency callback requests, preventing fraud, and analyzing website performance to improve user experience.

Consent: Placing non-essential website tracking cookies or sending future seasonal boiler maintenance reminders (which you can opt out of at any time)

We never sell, rent, lease, or trade your personal data to third parties for external marketing purposes..

Who We Share Your Data With

We only share information with trusted third parties strictly necessary to deliver our services and maintain regulatory standards:

Regulatory & Industry Bodies: The Gas Safe Register and local building control authorities when legally notifying gas boiler installations or unvented cylinder sign-offs.

Operational Software & Providers: Secure Customer Relationship Management (CRM) workflows, appointment scheduling tools, SMS dispatch systems, and accounting software used internally to manage job records.

Payment Processors: Certified banking and payment gateway providers handling credit/debit card transactions securely.

Cookies and Analytics

Our website uses cookies and similar tracking technologies to ensure the site operates correctly, remember your preferences, and track aggregate visitor behavior via analytics tools (such as Google Analytics).

ssential Cookies: Required for basic site navigation, security, and contact form operation.

Analytics Cookies: Help us understand which services (e.g., boiler repairs, emergency call-outs) visitors search for, enabling us to optimize local site navigation.

You can manage or disable cookies at any time through your browser settings. Disabling essential cookies may affect form submission and interactive site features.

Data Retention

We retain your personal information only as long as necessary to fulfill the purposes outlined in this policy. In accordance with UK law, gas safety compliance records, invoicing data, and completed job histories are stored for up to six years to satisfy HMRC requirements and protect statutory warranties.

Your Legal Rights (UK GDPR)

You hold specific statutory rights regarding your personal information, including:

Right of Access: The right to request a copy of the personal information we hold about you.

Right to Rectification: The right to request correction of inaccurate or incomplete records.

Right to Erasure ("Right to Be Forgotten"): The right to request deletion of your data, provided it is no longer required for legal or regulatory compliance.

Right to Restrict or Object to Processing: The right to limit how we use your data or object to legitimate-interest processing.

Right to Data Portability: The right to request transfer of your data to another service provider in a structured, readable format.

To exercise any of these rights, contact us at [email protected] or call +447700103378. We reply to all formal requests within one calendar month.

If you believe your data has been handled improperly, you also have the right to lodge a complaint with the UK Information Commissioner’s Office (ICO) at ico.org.uk.