Privacy Policy

This Privacy Policy explains how EHL Group ("we", "us", "our") collects, uses, stores and protects personal data in connection with this website and the services accessible through it, including our online fault reporting system and enquiry forms.

EHL Group is registered in England and Wales under company number 14905095, with its registered office at The Oak Centre, Aycliffe Business Park, County Durham, DL5 6AU.

We are committed to protecting your privacy and processing your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

For data protection enquiries, contact us at:

• Email: legal@ehluk.co.uk
• Phone: 01325 317777
• Address: The Oak Centre, Aycliffe Business Park, County Durham, DL5 6AU

We may collect the following categories of personal data through this website:

• Contact information — your name, job title, company name, email address and telephone number, provided when you submit an enquiry, request a quotation or report a fault through our website.
• Fault report data — details of the fault or issue you describe, the property or site address, any photographs uploaded, and the AI-generated triage classification produced by our Report a Fault system.
• Correspondence — records of communications between you and EHL initiated through this website, including form submissions and any subsequent email exchanges.
• Website usage data — technical data collected automatically when you visit our site, including your IP address, browser type, operating system, pages visited, time spent on pages and referring URL. This data is collected through cookies and similar technologies.

We process personal data collected through this website for the following purposes:

• To respond to your enquiries — when you submit a contact form, request a quotation or report a fault, we use your contact details and the information you provide to respond to your request and, where applicable, to arrange the delivery of services. Lawful basis: Legitimate interests, or performance of a contract where you have instructed us to carry out works.
• To operate the Report a Fault system — fault information you submit is processed by our AI triage system to generate an indicative priority classification and is then forwarded to our team for review and action. Lawful basis: Legitimate interests.
• To improve our website — we use anonymised website usage data to understand how visitors interact with our site and to improve its content, functionality and performance. Lawful basis: Legitimate interests.
• To comply with legal obligations — we may process personal data where required to do so by law, including in response to lawful requests from regulatory or law enforcement authorities. Lawful basis: Legal obligation.

We do not sell your personal data to third parties.

We may share your personal data with:

• Service delivery teams — where you report a fault or request a quotation, your contact details and the information you provide will be shared with the relevant EHL engineers, project managers or administrative staff responsible for responding to your request.
• Technology providers — third-party platforms used in the operation of our website and business systems, including our hosting provider, email platform and CRM system. All such providers are contractually bound to protect your data and process it only on our instructions.
• Professional advisors — our accountants, legal advisors and insurance providers, where necessary for the management of our business.
• Regulatory and law enforcement authorities — where we are required to do so by law or in response to a lawful request.

Our website uses cookies to ensure it functions correctly and to collect anonymised usage data that helps us improve our site.

• Strictly necessary cookies — these are required for the website to operate and cannot be disabled. They include cookies that enable page navigation and access to secure areas of the site.
• Analytics cookies — these collect anonymised information about how visitors use our site, including which pages are visited most frequently and whether users encounter error messages. This data is used to improve the website and is not used to identify individual visitors.

You may control your cookie preferences through your browser settings. Disabling certain cookies may affect the functionality of our website.

We retain personal data collected through this website only for as long as is necessary for the purposes for which it was collected:

• Enquiry and quotation data — for 2 years from the date of enquiry where no contract is entered into.
• Fault report data — for 6 years from the date of submission, in accordance with statutory limitation periods and our obligations under construction and building safety legislation.
• Website usage data — for 12 months.

We implement appropriate technical and organisational measures to protect personal data collected through this website against unauthorised access, alteration, disclosure or destruction. These measures include access controls on systems containing personal data, encryption of data in transit and regular security reviews.

Under UK GDPR, you have the following rights in relation to personal data we hold about you:

• Right of access — to request confirmation of whether we process your personal data and to obtain a copy of that data.
• Right to rectification — to request correction of inaccurate or incomplete personal data.
• Right to erasure — to request deletion of your personal data where there is no compelling reason for its continued processing.
• Right to restrict processing — to request that we limit the processing of your personal data in certain circumstances.
• Right to data portability — to receive your personal data in a structured, commonly used and machine-readable format.
• Right to object — to object to the processing of your personal data, including for direct marketing purposes.

To exercise any of these rights, contact us at legal@ehluk.co.uk. We will respond within one month of receiving your request.

Our website may contain links to third-party websites. We are not responsible for the privacy practices or content of those sites. We encourage you to read the privacy policy of any website you visit.

Our website and services are not directed at individuals under the age of 18. We do not knowingly collect personal data from children. If you believe we have inadvertently collected data from a child, please contact us and we will take steps to delete it.

We may update this Privacy Policy from time to time. Any changes will be reflected on this page with an updated revision date. We encourage you to review this page periodically.

If you are not satisfied with how we handle your personal data, you have the right to lodge a complaint with the Information Commissioner's Office (ICO):

• Website: ico.org.uk
• Telephone: 0303 123 1113
• Address: Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF