Last updated: May 2025
1. Who We Are
24/7 Emergency Plumbing Midlothian ("we", "us", "our") is a plumbing and heating business operating in Midlothian and the surrounding areas of Scotland. Our registered address is:
1, Jarnac Court
Dalkeith
EH22 1HU
United Kingdom
Phone: 01315631581
Email: info@247emergencyplumbingmidlothian.co.uk
Website: https://247emergencyplumbingmidlothian.co.uk
We are committed to protecting your personal data and processing it in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
2. Personal Data We Collect
We may collect and process the following personal data about you:
2.1 Data You Provide Directly
- Name — when you submit an enquiry form or contact us directly.
- Phone number — so we can call you back regarding your plumbing enquiry or booking.
- Email address — to send you quotes, booking confirmations and follow-up communications.
- Home or business address — to schedule and carry out plumbing or heating work.
- Message content — the details you provide in your contact or quote request form.
2.2 Data Collected Automatically
- IP address — automatically recorded when you visit our website, used for security and fraud prevention.
- Browser type and version — to help us optimise the website for your device.
- Pages visited and time spent — via Google Analytics cookies (see Section 6).
- Referring website or search query — to understand how you found us.
- Device type (desktop, mobile, tablet) and operating system.
2.3 Data We Do Not Collect
We do not collect sensitive personal data (such as health information, financial data or government identifiers) through our website. We do not knowingly collect data from children under the age of 16.
3. How We Use Your Personal Data
We use the personal data we collect for the following purposes:
- Responding to enquiries: To contact you in response to a quote request, emergency call-out or general question about our services.
- Booking and service delivery: To schedule, confirm and carry out plumbing or heating work at your property.
- Invoicing and payment: To issue quotes, invoices and receipts for work completed.
- Customer service and aftercare: To follow up after completed work, including our 12-month labour warranty.
- Service improvement: To analyse how visitors use our website so we can improve the user experience.
- Marketing (where you have consented): To send occasional email updates about our services or seasonal promotions. You may opt out at any time.
- Legal compliance: To meet our legal obligations, including tax records and contractual requirements.
4. Legal Basis for Processing
Under UK GDPR, we rely on the following legal bases to process your personal data:
- Legitimate interests (Article 6(1)(f)): Responding to enquiries you have sent us, preventing fraud, and improving our website. We have assessed that our legitimate interests are not overridden by your rights and freedoms.
- Contract performance (Article 6(1)(b)): Processing is necessary to fulfil a contract for services (such as carrying out a boiler repair or plumbing installation) or to take steps at your request before entering into a contract.
- Legal obligation (Article 6(1)(c)): Where we are required to process data to comply with a legal obligation, such as tax and accounting records.
- Consent (Article 6(1)(a)): Where you have freely given consent, for example to receive marketing communications or for non-essential cookies. You may withdraw consent at any time by contacting us or using browser cookie settings.
5. Data Retention
We retain your personal data only for as long as necessary for the purposes for which it was collected, or as required by law:
- Enquiry and contact form data: Up to 2 years from the date of last contact, unless a service relationship is established.
- Customer records (jobs completed): Up to 7 years following the completion of work, in accordance with HMRC requirements for financial records.
- Warranty records: For the duration of the warranty period (12 months from job completion) plus a further 12 months.
- Website analytics data: Google Analytics data is retained for 26 months (as configured in our Google Analytics account) before automatic deletion.
- Marketing consent records: Until you withdraw consent or 3 years from the date of consent, whichever is sooner.
When personal data is no longer required, it is securely deleted or anonymised.
6. Third-Party Services and Data Sharing
We do not sell your personal data. We may share data with the following third parties only where necessary:
6.1 Google Analytics
We use Google Analytics to understand how visitors interact with our website. Google Analytics collects anonymised statistical data including page views, session duration, device type and geographic location (country/region level). This data is processed by Google LLC and may be transferred to the United States under Standard Contractual Clauses. You can opt out of Google Analytics tracking by installing the Google Analytics Opt-out Browser Add-on.
6.2 Google Ads Conversion Tracking
We use Google Ads conversion tracking to measure the effectiveness of our online advertising. If you click one of our Google Ads and then contact us via our website, a conversion cookie may be set. This data is used only for reporting purposes and does not identify you personally. See Google's Privacy Policy for more information.
6.3 Web Hosting and Email
Our website and email are hosted on third-party infrastructure. Our hosting provider processes limited technical data (including IP addresses in server logs) as a data processor acting on our instructions.
6.4 Legal and Regulatory Bodies
We may disclose personal data to courts, regulators or law enforcement agencies where required by law or to protect the rights, property or safety of our business, customers or others.
7. Cookies
Our website uses cookies. Cookies are small text files placed on your device to help the website function and to collect analytical and advertising data. We use the following types of cookies:
- Essential cookies: Required for the website to function (e.g. session management).
- Analytics cookies: Google Analytics — to understand website usage.
- Advertising cookies: Google Ads — to measure ad conversions and improve ad targeting.
You can manage or disable cookies through your browser settings at any time. For full details, see our Cookie Policy.
8. Data Security
We implement appropriate technical and organisational measures to protect your personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access. These measures include:
- HTTPS encryption for all data transmitted via our website.
- Restricted access to personal data — only employees or contractors who need it to perform their job have access.
- Regular review of data handling practices.
- Secure deletion of data that is no longer required.
No method of transmission over the internet or electronic storage is completely secure. While we strive to protect your data, we cannot guarantee absolute security.
9. International Data Transfers
Some of our third-party service providers (including Google) may process personal data outside the UK and European Economic Area. Where this occurs, we ensure appropriate safeguards are in place, such as the UK International Data Transfer Agreement (IDTA) or Standard Contractual Clauses approved by the UK Information Commissioner's Office.
10. Your Rights Under UK GDPR
You have the following rights in relation to your personal data:
- Right of access: You have the right to request a copy of the personal data we hold about you (a Subject Access Request).
- Right to rectification: You can ask us to correct any inaccurate or incomplete personal data.
- Right to erasure: You can ask us to delete your personal data where there is no compelling reason for us to continue processing it.
- Right to restriction: You can ask us to restrict processing of your personal data in certain circumstances.
- Right to data portability: Where processing is based on consent or contract and carried out by automated means, you can request your data in a structured, commonly used, machine-readable format.
- Right to object: You can object to processing based on legitimate interests or for direct marketing purposes.
- Rights relating to automated decision-making: We do not carry out solely automated decision-making that produces legal or similarly significant effects.
To exercise any of these rights, please contact us at info@247emergencyplumbingmidlothian.co.uk or by post to our address above. We will respond within one calendar month. We may need to verify your identity before fulfilling a request.
11. Complaints
If you have concerns about how we handle your personal data, please contact us in the first instance so we can try to resolve the issue.
If you have a complaint that we are unable to resolve to your satisfaction, you have the right to lodge a complaint with the UK supervisory authority:
Information Commissioner's Office (ICO)
Wycliffe House, Water Lane
Wilmslow, Cheshire SK9 5AF
Tel: 0303 123 1113
Website: ico.org.uk
12. Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. When we make significant changes, we will update the "Last updated" date at the top of this page. We encourage you to review this policy periodically.
13. Contact Us
For any questions or concerns about this Privacy Policy or our data practices, please contact:
24/7 Emergency Plumbing Midlothian
1, Jarnac Court, Dalkeith, EH22 1HU
Phone: 01315631581
Email: info@247emergencyplumbingmidlothian.co.uk
