Privacy notice

1. About this notice

Roofcare respects your privacy and is committed to protecting your personal information.

This notice explains how we collect, use, share and protect personal information when you:

  • visit our website;
  • contact us or submit an enquiry;
  • request a survey, inspection, quotation, call-back or other service;
  • receive services from Roofcare, Homecare or Heightcare;
  • live in or occupy a property where we are carrying out work;
  • interact with us on behalf of a client, supplier or other organisation;
  • apply for a role with us; or
  • otherwise communicate or do business with us.

This notice applies to our roofing, property maintenance, scaffolding, access and height-safety activities.

 

2. Who we are

For the purposes of this notice, “Roofcare”, “we”, “us” and “our” refers to:

Wirral Roofcare Limited
Company number: 01669571

and, where relevant to the particular activity:

Wirral Roofcare Holdings Limited
Company number: 15869905

Registered office:

30 Prenton Way
North Cheshire Trading Estate
Prenton
Merseyside
CH43 3DU

Operational head office:

Maritime House
Wallasey
CH41 1AQ

Our services are delivered through the Roofcare group and its divisions, including:

  • Roofcare – roofing services;
  • Homecare – property maintenance services; and
  • Heightcare – scaffolding, access and height-safety services.

The relevant company will be the controller of your personal information where it decides why and how that information is used. Where necessary, we will clarify which company is responsible for a particular activity.

Contacting us about privacy

For privacy questions, requests or complaints, contact:

Data Protection Lead
Roofcare
Maritime House
Wallasey
CH41 1AQ

Email: info@roofcare.co.uk
Telephone: 0800 048 1001

 

3. What personal information we collect

The information we collect depends on how you interact with us. It may include:

Identity and contact information

Such as your:

  • name;
  • address;
  • email address;
  • telephone number;
  • job title;
  • employer or organisation; and
  • other information needed to identify or communicate with you.

Property and service information

Such as:

  • property address and type;
  • details of roofing, maintenance, access or property issues;
  • appointment and access information;
  • surveys and inspection findings;
  • measurements, reports and job notes;
  • repair and service history;
  • photographs and videos;
  • drone survey imagery;
  • completion records; and
  • warranty or guarantee information.

Customer, contract and financial information

Such as:

  • enquiries and quotation requests;
  • customer and client records;
  • contracts and work instructions;
  • invoices and payment records;
  • purchase orders;
  • complaints and feedback; and
  • records of our relationship with you.

Resident and occupant information

Where we work for housing providers, local authorities, landlords, managing agents or other clients, we may receive information such as:

  • resident or tenant name;
  • property address;
  • contact details;
  • appointment availability;
  • access arrangements;
  • communication requirements; and
  • information relevant to safe and appropriate service delivery.

This may occasionally include information about a disability, health condition, mobility requirement or vulnerability where genuinely necessary.

Communications

Such as:

  • emails;
  • telephone notes;
  • letters;
  • website form submissions;
  • text messages;
  • social-media messages; and
  • complaint correspondence.

Website and technical information

Such as:

  • IP address;
  • browser and device information;
  • website usage;
  • pages visited;
  • referral source;
  • cookie or similar identifiers;
  • consent preferences; and
  • security and diagnostic information.

Business and supplier information

For client contacts, suppliers, subcontractors and professional partners, this may include:

  • business contact details;
  • role and employer;
  • correspondence;
  • contract information;
  • qualifications and competence records;
  • accreditation and insurance details; and
  • payment information.

Recruitment information

If you apply for a role, we may collect:

  • contact details;
  • CV and employment history;
  • qualifications and experience;
  • application and interview information;
  • references;
  • right-to-work information; and
  • other information relevant to the recruitment process.

Where lawful and necessary for a particular role, this may include health, reasonable-adjustment or criminal-record information.

 

4. How we collect personal information

We may collect information:

  • directly from you, for example through website forms, telephone calls, emails, surveys, applications or other communications;
  • from our clients, such as housing associations, local authorities, landlords, managing agents, insurers or commercial organisations that instruct us to carry out work;
  • from other people, such as property owners, tenants, household members, authorised representatives or referrers;
  • from suppliers, subcontractors and professional advisers;
  • from public or professional sources, such as Companies House, public registers, procurement portals or publicly available business information; and
  • automatically through our website and systems, including through cookies, similar technologies and security logs.

 

5. How and why we use personal information

We only use personal information where we have a lawful basis to do so.

Enquiries, surveys and quotations

We use information to:

  • respond to enquiries;
  • contact you;
  • understand your requirements;
  • arrange surveys or inspections;
  • assess proposed work; and
  • prepare quotations.

We generally rely on:

  • taking steps before entering into a contract;
  • performance of a contract; and
  • our legitimate interests in responding to enquiries and developing our business.

Delivering our services

We use information to:

  • schedule and manage work;
  • arrange access;
  • carry out surveys and inspections;
  • deliver repairs, maintenance, roofing and access services;
  • communicate about appointments and progress;
  • produce reports;
  • document works;
  • manage subcontractors;
  • provide aftercare; and
  • administer warranties or guarantees.

We generally rely on:

  • performance of a contract;
  • compliance with legal obligations; and
  • our legitimate interests in delivering safe, effective and accountable services.

Working for landlords, housing providers and other clients

Where a client instructs us to work at a resident’s or customer’s property, we may use personal information to:

  • arrange appointments;
  • gain appropriate access;
  • communicate about works;
  • complete repairs or inspections;
  • document outcomes; and
  • report back to the client.

Depending on the arrangement, the client may be the controller and we may process information on its instructions. In other circumstances, we may have our own responsibilities as a controller.

Surveys, photography and drone imagery

We may use photographs, videos and drone imagery to:

  • assess property condition;
  • identify defects;
  • plan works;
  • provide evidence and reporting;
  • monitor quality;
  • record progress and completion; and
  • investigate complaints or claims.

We seek to avoid capturing identifiable people or unrelated private information unnecessarily.

Customer and client management

We use information to:

  • manage relationships and contracts;
  • maintain business records;
  • communicate with customers and clients;
  • review service performance;
  • resolve issues; and
  • provide customer support.

We generally rely on contract, legal obligation and our legitimate interests in managing our services and business relationships.

Payments and administration

We use information to:

  • issue and process invoices;
  • receive payments;
  • maintain accounting records;
  • manage refunds;
  • recover debts; and
  • meet tax and financial obligations.

We generally rely on contract, legal obligation and legitimate interests.

Complaints, incidents and legal matters

We may use information to:

  • investigate complaints;
  • resolve disputes;
  • manage incidents;
  • deal with insurance matters;
  • obtain professional advice; and
  • establish, exercise or defend legal rights.

We generally rely on legal obligations and our legitimate interests in protecting people, resolving issues and managing legal claims.

Health, safety and compliance

We may process information to:

  • protect residents, customers, workers and the public;
  • manage accidents and incidents;
  • assess competence;
  • conduct audits;
  • meet health and safety obligations; and
  • maintain quality, certification and compliance standards.

We generally rely on legal obligations and legitimate interests.

Recruitment

We use applicant information to:

  • assess applications;
  • conduct interviews;
  • verify suitability;
  • obtain references;
  • make recruitment decisions; and
  • meet employment and right-to-work obligations.

We generally rely on taking steps before entering into a contract, legal obligations and legitimate interests.

Website operation and security

We use technical information to:

  • operate and secure our website;
  • prevent misuse;
  • diagnose problems;
  • manage website forms; and
  • protect our systems and users.

We generally rely on legitimate interests and, where relevant, legal obligations.

Marketing and business development

We may use contact information to send relevant news, service information or business communications where permitted by law.

Depending on the circumstances, we may rely on:

  • consent; or
  • our legitimate interests in developing our business and maintaining relevant business relationships.

You can opt out of direct marketing at any time.

 

6. Our legitimate interests

Where we rely on legitimate interests, these may include:

  • responding to enquiries;
  • delivering and improving services;
  • maintaining accurate business and work records;
  • providing customer service;
  • managing client and supplier relationships;
  • protecting people, property and systems;
  • preventing fraud and misuse;
  • resolving complaints and disputes;
  • recovering money owed;
  • promoting relevant services; and
  • developing and operating our business.

We consider the impact on individuals before relying on legitimate interests and do not use this basis where our interests are overridden by your rights and freedoms.

 

7. Sensitive personal information

We do not seek to collect sensitive information unnecessarily.

However, we may occasionally process information about health, disability, mobility or vulnerability where needed for:

  • safe access to a property;
  • appropriate communication;
  • reasonable adjustments;
  • resident welfare;
  • health and safety;
  • recruitment;
  • an emergency; or
  • legal claims.

Where we process this type of information, we will only do so where an additional condition under data-protection law applies.

We process criminal-offence information only where lawful, necessary and proportionate.

 

8. Who we share information with

We do not sell personal information.

Where necessary, we may share information with:

  • other companies within the Roofcare group;
  • customers and contracting clients;
  • housing providers, landlords, local authorities and managing agents;
  • residents, property owners and authorised representatives;
  • suppliers, subcontractors and specialist service providers;
  • IT, website, cloud, communications and cybersecurity providers;
  • privacy and consent-management providers, including Ketch;
  • payment providers, banks, accountants and auditors;
  • insurers and professional advisers;
  • accreditation, certification and regulatory bodies;
  • courts, law-enforcement agencies and public authorities where required or permitted by law; and
  • prospective investors, purchasers or advisers involved in a genuine corporate transaction.

We limit sharing to what is reasonably necessary for the relevant purpose.

 

9. Cookies and privacy choices

Our website uses cookies and similar technologies.

Some are necessary to operate and secure the website. Others may support:

  • analytics;
  • functionality;
  • measurement; or
  • advertising and marketing.

We use Ketch to help provide information about these technologies, collect and record privacy choices and allow website visitors to manage their preferences.

Where consent is required, optional technologies should only be used in accordance with the choices made through our consent interface.

You can review or change your choices at any time using the Cookie Settings or Privacy Choices control available on our website.

You can also manage some cookies through your browser settings, although this may affect website functionality.

Further information about the technologies currently in use, their purposes and available choices is provided through our Ketch consent interface.

 

10. Direct marketing

We may contact you about relevant services, news or business developments where we have an appropriate lawful basis and electronic-marketing rules allow us to do so.

You can ask us to stop direct marketing at any time by:

  • using an unsubscribe option where provided;
  • replying to the communication; or
  • contacting us using the details in this notice.

We may keep a minimal suppression record to make sure we continue to respect your choice.

Opting out of marketing will not stop necessary communications about an enquiry, appointment, contract, payment or ongoing service.

 

11. International transfers

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

Where UK data-protection law restricts an international transfer, we will use an appropriate legal mechanism. This may include:

  • transfer to a country covered by UK adequacy regulations;
  • approved contractual safeguards; or
  • another mechanism permitted by law.

You can contact us for further information about safeguards relevant to your information.

 

12. How long we keep information

We keep personal information only for as long as reasonably necessary.

The period depends on:

  • why the information was collected;
  • the length of our relationship with you;
  • contractual requirements;
  • warranty or guarantee periods;
  • legal, tax and accounting requirements;
  • health and safety obligations;
  • insurance requirements;
  • potential complaints or legal claims; and
  • client requirements where applicable.

As a general guide:

  • unsuccessful enquiries may normally be retained for up to 24 months after the last meaningful contact;
  • customer, contract and works records may normally be retained for up to seven years after completion, and longer where justified by warranties, guarantees, claims or legal requirements;
  • financial and accounting records are generally retained for at least six years where required;
  • unsuccessful recruitment records are generally retained for up to six months after the recruitment process, unless a longer period is justified or agreed; and
  • marketing suppression records may be retained for as long as needed to respect an opt-out request.

These are general periods and may vary where a longer or shorter period is appropriate.

When information is no longer required, we take reasonable steps to delete, destroy or anonymise it securely.

 

13. Your rights

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

  • access personal information we hold about you;
  • correct inaccurate or incomplete information;
  • request deletion of information in certain circumstances;
  • restrict how information is used in certain circumstances;
  • object to certain processing, including processing based on legitimate interests;
  • receive or transfer certain information in a portable format where the right applies; and
  • withdraw consent at any time where we rely on consent.

Your right to object

You may object to processing based on legitimate interests in certain circumstances.

You have an absolute right to object to the use of your personal information for direct marketing.

To exercise a right, contact us using the details in section 2.

We may need to ask for reasonable information to confirm your identity and understand your request.

Your rights are not absolute in every situation, and applicable law may allow or require us to continue processing certain information.

 

14. Data-protection complaints

You have the right to complain if you believe we have not handled your personal information appropriately.

Complaining to Roofcare

Contact:

Data Protection Lead
Roofcare
Maritime House
Wallasey
CH41 1AQ

Email: info@roofcare.co.uk
Telephone: 0800 048 1001

For email complaints, please use the subject line “Data Protection Complaint” where possible.

We will:

  • provide a clear route for raising your complaint;
  • acknowledge receipt within 30 days;
  • take appropriate steps to investigate without undue delay;
  • keep you appropriately informed; and
  • tell you the outcome without undue delay.

Complaining to the Information Commissioner

You also have the right to raise a concern with the Information Commissioner’s Office (ICO), the UK data-protection regulator.

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

You do not have to complain to us before contacting the ICO, although we welcome the opportunity to address concerns directly.

 

15. Security

We use appropriate technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

Measures may include access controls, security policies, staff training, system protection, backups, supplier checks and incident-management procedures.

No system can be guaranteed completely secure, but we review our safeguards in light of the information we hold and the risks involved.

 

16. Other websites

Our website may link to third-party websites or services.

Those organisations may process information under their own privacy notices. We are not responsible for the privacy practices of independent third-party websites simply because we link to them.

 

17. Changes to this notice

We may update this privacy notice from time to time to reflect changes in:

  • our services;
  • our group structure;
  • technology;
  • legal or regulatory requirements; or
  • how we use personal information.

The latest version will be published on our website.

 

18. Contact us

For privacy questions, rights requests or data-protection complaints:

Data Protection Lead
Roofcare
Maritime House
Wallasey
CH41 1AQ

Email: info@roofcare.co.uk
Telephone: 0800 048 1001