Last updated: March 2026
1. Who We Are
Phase + Flow Plumbing & Heating Ltd (“we”, “us”, “our”) is a plumbing and heating company registered in England & Wales, operating across South East London and Kent. Our registered address is 45 Silverstream House, Fitzroy Street, Fitzrovia, London, W1T 6EB.
We are committed to protecting your personal data and processing it in a fair, transparent, and lawful manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
For any data protection queries, contact us at: info@phaseandflowservices.co.uk
2. What Data We Collect
We may collect and process the following personal data about you:
- Identity data: first name, last name
- Contact data: phone number, email address, postcode
- Enquiry data: the type of service requested and any additional details you provide in a form or message
- Technical data: IP address, browser type and version, time zone, pages visited, and other diagnostic data collected automatically when you visit our website
- Usage data: information about how you use our website
We do not collect any special categories of personal data (such as health data or financial information) through this website.
3. How We Collect Your Data
We collect data through the following means:
- Direct interactions: when you complete the contact or quote request form on our website, call us, or email us
- Automated technologies: as you interact with our website, we may automatically collect technical data using cookies and similar technologies
- Third parties: analytics providers such as Google Analytics, advertising platforms, and review platforms (e.g. Trustpilot)
4. How We Use Your Data
We use your personal data for the following purposes and on the following legal bases:
- To respond to your enquiry or request a quote — lawful basis: legitimate interests / performance of a contract
- To contact you regarding a booking or job — lawful basis: performance of a contract
- To send service reminders or follow-up communications (where you have consented or we have a legitimate interest) — lawful basis: consent / legitimate interests
- To improve our website and services using aggregated, anonymised analytics data — lawful basis: legitimate interests
- To comply with legal obligations (e.g. Gas Safe regulations, insurance requirements) — lawful basis: legal obligation
We will never sell your personal data to third parties or use it for purposes incompatible with those listed above.
5. Cookies
Our website uses cookies to distinguish you from other users and to improve your experience. Cookies are small text files stored on your device. We use:
- Strictly necessary cookies: required for the website to function
- Analytics cookies: such as Google Analytics, to understand how visitors interact with our website. Data is anonymised and aggregated
You can control cookie settings through your browser. Disabling certain cookies may affect the functionality of this website.
6. Data Sharing
We may share your personal data with:
- Our email service provider (Brevo/Sendinblue) to deliver messages sent through our contact form — they process data solely on our behalf
- Google Analytics for website analytics (anonymised data only)
- Professional advisors such as accountants or solicitors where legally required
- Regulatory bodies such as Gas Safe Register where we have a legal obligation to do so
All third-party providers are contractually required to handle your data securely and in accordance with applicable data protection law.
7. Data Retention
We retain your personal data only for as long as necessary to fulfil the purposes for which it was collected:
- Enquiry and quote data: up to 12 months from the date of enquiry
- Customer records relating to completed work: up to 7 years (for accounting and regulatory compliance)
- Gas Safe certificates: in accordance with Gas Safe Register requirements
8. Your Rights
Under UK GDPR, you have the following rights regarding your personal data:
- Right of access: request a copy of the data we hold about you
- Right to rectification: ask us to correct inaccurate or incomplete data
- Right to erasure: request deletion of your data where there is no legal reason to retain it
- Right to restrict processing: ask us to pause processing of your data in certain circumstances
- Right to data portability: receive your data in a structured, machine-readable format
- Right to object: object to processing based on legitimate interests or for direct marketing
- Right to withdraw consent: where processing is based on consent, you may withdraw it at any time
To exercise any of these rights, email us at info@phaseandflowservices.co.uk. We will respond within 30 days. You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.
9. Data Security
We take appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, or destruction. Our website is served over HTTPS. Contact form submissions are transmitted securely via our email service provider.
10. Third-Party Links
Our website may contain links to third-party websites (such as Trustpilot). We are not responsible for the privacy practices of those sites and encourage you to read their privacy policies.
11. Changes to This Policy
We may update this privacy policy from time to time. The “last updated” date at the top of this page will reflect any changes. Continued use of this website after changes are posted constitutes your acceptance of the updated policy.
